Hello to those concerned with this matter:
First let me start by clarifying that no person who works
for Harp Mechanical and Home Services, LLC
told Mrs. [redacted]’s husband to bypass a safety switch.
Her husband called on 11/23/15 and spoke to Becky (a Senior Admin and 12
year...
employee). This was HARP’s first time to their home,
ever. As far as we know they have never done anything to care for or
maintain their system (unless it was done by another company ). Here are
the job instructions that Becky took from Gary [redacted] on 11/23: Customer
says he needs a new flame rollout switch (per the reading on diagnostic board)
$98 diag plus whatever it costs to fix it. The customer jumped out
the unit and it fired up. Later that morning, Mrs. [redacted] called and Becky
again fielded the call. Mrs. [redacted] told Becky that she could smell a
heavy propane smell in the house and that was the whole reason she asked her
husband to contact an HVAC company, which he never mentioned in his initial
phone call. Becky found out that the customer had gotten a propane
delivery on the Saturday before they called us. Becky put notes in the
job instructions regarding the propane smell and instructed the customer to
turn the system off until we got there. Here are the job notes in their
entirety:
11/23/15: Customer says he needs a new
flame rollout switch (per reading on diagnostic board). The customer
jumped out the unit and it fired up. $98 diag plus whatever it costs to fix
it. Also, his wife called this morning and said she can smell a heavy
propane smell in the house. I told the customer to turn the system off.
Second: It’s hard to understand
why Mrs. [redacted] is upset about the amount of
money she is spending when she was told UP FRONT
about every price (before we did the work) and agreed to it. Now that the work
is done, and she has heat and everything is working just fine and she’s had
time to think about all the money she agreed to spend, she is changing her
mind? Unfortunately, that’s now how it works. We quoted a price,
she agreed to the price, we did the work, The end result is for the customer
pay for the work that was done. That’s how the process works.
We quoted her $1045.09 to replace
all the burners. She agreed to this and we did the work (which she has
not paid for).
We quoted her $1164.53 to replace
the heat exchanger. She agreed to this and we did the work (and she paid
for it).
I think the problem may be that
she probably thinks the burner replacement was not necessary and that she was
charged for it. What she may not understand (as she is not a licensed
technician), is that sometimes in this business, one furnace problem can lead
to another one. That the problem isn’t always cut and dry. In her case, after
what appears to be years of neglect of their heating system, the obvious
problem was the rusted out burners which absolutely needed to be replaced
and we stand by that. The technician went to clean them off and they were
rusted out and full of holes. Once that work was done the burners ran
good when the blower was not on. When the blower came on, the flames
turned all yellow (this is bad) and the CO (carbon monoxide-also bad) was
through the roof outside at the flue pipe. At this time she was told she needed
a new heat exchanger and the customer insisted on us going out with a
camera to inspect the heat exchanger to make sure this was the correct
diagnosis which we did. We found a hole in the secondary heat
exchanger (FYI a hole in the heat exchanger of a furnace can cause carbon
monoxide emission into the home).
To clarify one last thing:
We have been in business since 1992 (over 23 years). We did not become
the successful business we are today (Revdex.com Accredited or not), by cheating our
customers, over charging them, lying to them or any other bad business practice
you can think of. I know Mrs. [redacted] is angry about how much money it
cost and being a reasonable company who uses the Golden Rule on a daily basis,
we offered her a 30% discount on her original issue, because our goal (as a
company who wants to stay in business) is to keep her as a customer. We
want her to call us for maintenance in the spring for the a/c and again in the
fall for her heat. We want to be their service provider for as long as
they live in the house and if they move, we want them to tell the new
homeowners about us and so on and so forth. I’m sorry that her experience
with us was not to her liking, but in the end we fixed it and as a courtesy we
stand by our original offer of 30% off her first service call which totaled
$1045.09.
Kevin J. M[redacted] - President and Owner
HARP Mechancial and Home Services, LLC
Phone: ###-###-####
Fax: ###-###-####
Remember… “A HARP Home is a HAPPY Home!”
Hello to those concerned with this matter:
First let me start by clarifying that no person who works
for Harp Mechanical and Home Services, LLC
told Mrs. [redacted]’s husband to bypass a safety switch.
Her husband called on 11/23/15 and spoke to Becky (a Senior Admin and 12
year...
employee). This was HARP’s first time to their home,
ever. As far as we know they have never done anything to care for or
maintain their system (unless it was done by another company ). Here are
the job instructions that Becky took from Gary [redacted] on 11/23: Customer
says he needs a new flame rollout switch (per the reading on diagnostic board)
$98 diag plus whatever it costs to fix it. The customer jumped out
the unit and it fired up. Later that morning, Mrs. [redacted] called and Becky
again fielded the call. Mrs. [redacted] told Becky that she could smell a
heavy propane smell in the house and that was the whole reason she asked her
husband to contact an HVAC company, which he never mentioned in his initial
phone call. Becky found out that the customer had gotten a propane
delivery on the Saturday before they called us. Becky put notes in the
job instructions regarding the propane smell and instructed the customer to
turn the system off until we got there. Here are the job notes in their
entirety:
11/23/15: Customer says he needs a new
flame rollout switch (per reading on diagnostic board). The customer
jumped out the unit and it fired up. $98 diag plus whatever it costs to fix
it. Also, his wife called this morning and said she can smell a heavy
propane smell in the house. I told the customer to turn the system off.
Second: It’s hard to understand
why Mrs. [redacted] is upset about the amount of
money she is spending when she was told UP FRONT
about every price (before we did the work) and agreed to it. Now that the work
is done, and she has heat and everything is working just fine and she’s had
time to think about all the money she agreed to spend, she is changing her
mind? Unfortunately, that’s now how it works. We quoted a price,
she agreed to the price, we did the work, The end result is for the customer
pay for the work that was done. That’s how the process works.
We quoted her $1045.09 to replace
all the burners. She agreed to this and we did the work (which she has
not paid for).
We quoted her $1164.53 to replace
the heat exchanger. She agreed to this and we did the work (and she paid
for it).
I think the problem may be that
she probably thinks the burner replacement was not necessary and that she was
charged for it. What she may not understand (as she is not a licensed
technician), is that sometimes in this business, one furnace problem can lead
to another one. That the problem isn’t always cut and dry. In her case, after
what appears to be years of neglect of their heating system, the obvious
problem was the rusted out burners which absolutely needed to be replaced
and we stand by that. The technician went to clean them off and they were
rusted out and full of holes. Once that work was done the burners ran
good when the blower was not on. When the blower came on, the flames
turned all yellow (this is bad) and the CO (carbon monoxide-also bad) was
through the roof outside at the flue pipe. At this time she was told she needed
a new heat exchanger and the customer insisted on us going out with a
camera to inspect the heat exchanger to make sure this was the correct
diagnosis which we did. We found a hole in the secondary heat
exchanger (FYI a hole in the heat exchanger of a furnace can cause carbon
monoxide emission into the home).
To clarify one last thing:
We have been in business since 1992 (over 23 years). We did not become
the successful business we are today (Revdex.com Accredited or not), by cheating our
customers, over charging them, lying to them or any other bad business practice
you can think of. I know Mrs. [redacted] is angry about how much money it
cost and being a reasonable company who uses the Golden Rule on a daily basis,
we offered her a 30% discount on her original issue, because our goal (as a
company who wants to stay in business) is to keep her as a customer. We
want her to call us for maintenance in the spring for the a/c and again in the
fall for her heat. We want to be their service provider for as long as
they live in the house and if they move, we want them to tell the new
homeowners about us and so on and so forth. I’m sorry that her experience
with us was not to her liking, but in the end we fixed it and as a courtesy we
stand by our original offer of 30% off her first service call which totaled
$1045.09.
Kevin J. M[redacted] - President and Owner
HARP Mechancial and Home Services, LLC
Phone: ###-###-####
Fax: ###-###-####
Remember… “A HARP Home is a HAPPY Home!”