Healthy Home Heating & Cooling

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11874467, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As I have previously mentioned there is no issue with gas valveIt is stated in the receipt from the energy shopYou can check and confirm technician from The energy shopthey did not replace any parts or fix gas valve of my fireplace.my complaint is when Healthy Home tech was at my place, he did not look any other further solution for the issuehowever the energy shop didThey did check the micro switch that is loose and need to be bend to touch the metal part of my fire placeas simple as that.Healthy home spent mins in my place and The energy shop spent mins to look further the issue.Hope this make sense
Regards,
James ***

Tell us why here...Healthy Home responded immediately to Mr***’s request for service on his non-functioning gas fireplace unitOn site, we found an aged fireplaceWe measured voltage coming from the power pile generator/pilot assembly and noticed that there was power coming from the
assemblyWe safely concluded the pilot assembly was functionalHowever, even with power to the gas valve, the gas valve would not operateWe concluded that the gas valve was not functioning and recommended replacementWe could not find a model or serial number on the unit and advised Mr*** that until we could ascertain that information, it would be very difficult to find the proper parts for the older style fireplace in his home.We also discussed with Mr*** that after years in the industry, we know that putting a band-aid solution on a customer’s issue is not the right solution to any problem, nor is it the right way to do businessUltimately, not doing the job right the first time will be a temporary solution and problems will persistHealthy Home is only interested in doing a job properly, with proper partsThis was made very clear to Mr***.Mr***, at the time of the call into our office and at the diagnosis service call, expressed extreme issue with paying for the service. It was only after we explained to him that we do not do diagnosis/service calls for free that he finally relented and paid for the serviceIt was concerning, at best, that Mr*** did not feel he should pay for our time and expertiseDue to Mr.’s reluctance to pay for diagnostic services, Healthy Home concluded it was probably best to sever the relationship and not be “left on the hook” for future services that wouldn’t be paid for.We hope Mr*** receives lasting service from the repairs made by the Energy Shop and doesn’t end up in a service nightmare. Healthy Home certainly wishes him and his family a safe household, as any unit that utilizes gas can be a very dangerous situation

Tell us why here...Any technician that works with gas units such as a fireplace or furnace, has certain guidelines to follow when troubleshooting a unit. A “jumper wire” is the accepted troubleshooting technique used predominately in the HVAC industry. Simply stated, a wire is used to test the components that exist along the electric line between the source and the load. By “jumping” between one spot and another, and skipping the components in between, allows the technician to evaluate each component separately to determine it’s functionality, or lack thereof. In the case of Mr. [redacted]’s fireplace, our technician jumped from the source to the gas valve to determine if the gas valve would work independently. The gas valve did NOT work with the jumper wire. Again, following accepted protocol in the industry, our technician tested the jumper wire. He found it live and working, so he again tested directly from the source to the gas valve. The gas valve failed again and would not operate. Going above and beyond accepted practices, our technician tried a couple more times and each and every time the gas valve failed. While a gas valve may be intermittent and sometimes work and sometimes not before it fails completely, at our visit the gas valve did not respond at any time. Thus, the diagnosis was a failed gas valve and until the gas valve is operational again (namely, replace the gas valve), the technician can go no further to continue diagnosing any other problems with the unit. A gas valve MAY have intermittent issues, but there is no guarantee that the gas valve will present it’s true status at a service call. If Mr. [redacted]’s gas value HAD worked at the time of our diagnosis, our technician would have continued on to test each and every component between the source and the load to determine it’s functional status. As each component is determined to work, ultimately the problem is discovered, literally, “down the line.” It is even common that a gas valve that is working at the time of a diagnosis will fail down the road, as a gas valve can be intermittent in it’s functionality and appear to be in good condition only to fail days or months later. All of this information was explained to Mr. [redacted] at his service call.The aforementioned was covered in detail with Mr. [redacted] at the time of his appointment. He was present at the diagnosis and he could see with his own eyes that the gas valve was not functioning. It was also explained that a gas valve issue could be intermittent and that the gas valve could be only ONE of the problems with the unit but we could go no further until the gas valve actually functioned. We stand firm on our diagnosis and the payment for services performed. When we were on location, the gas valve did not work. There was no reason to go any further.