Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] At this time, my husband and I, have a furnace that only works randomly I came home yesterday after a long work day to a degree houseWE are the customer, not the contractors mentioned who installed units We have no faith in this product at this time because we are in our third winter of not having a reliable source of heat and the common denominator is the HTP product I would think that the vendor (HTP) would have more concern about providing a boiler that has been replaced multiple times for a customer and by different vendors and still is not fully functional This problem is not resolved and will not be until my husband and I have a heating system that works without fail for at least one season We purchased our home 11/6/15, two and a half years ago, with a new furnace and it still doesn't work properly Regards, [redacted]
Dear Ms [redacted] - I have reviewed the information that you provided We do have record of our tech talking with your contractor late in the day on the 27th of March Furthermore, we sent out the parts that were needed to correct the problem on the 28th as it was too late to send them on the 27th According to checking the [redacted] tracking number ( [redacted] ), the parts were received by your contractor at 3:14PM on Thursday March 29th Have they been in touch with you about getting the parts installed? Have you reached out to them to see if they had the parts? With your heat not functioning, I am surprised that they were not able to make you a priority and put the parts in last week, or very early this week If it would help, we could send a set of the parts to you directly if you would like to find someone else to install the parts It was not our goal in the prior messaging to pay you off Our thought was that this has been a bad experience and that we were willing to reimburse you for our product so that you could move to a similar product from another company We have had struggles getting our unit to work for you and we thought that this would be an opportunity for you to find something that you had more confidence in The comment about the warranty was simply that once you found a replacement you were comfortable with and had it replaced, there would be no more warranty on the HTP unit should the contractor try to reuse it I apologize if this was not how my message came across Sincerely, ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I recently complained about a business (Heat Transfer Products, Inc.), you presented the business with my complaint, they responded on 3/20/without a solution, I responded back to them that I was not satisfied with their response on 3/22/ Apparently, they responded back to me on the same day but I was never notified of their response I finally went on the website on 4/2/and saw their response I had gotten an e-mail that you were closing the issue as I had not responded Anyway, in the meantime, our fourth HTP furnace has broken and has been non-functional since 3/27/ I have attached a temperature log- we’ve been living with no heat for the last days Our installer called HTP on 3/27/to trouble shoot the issue (none of us knew that HTP had responded to the complaint on 3/at the time) They admitted to the plumber that this is a chronic issue with a valve and they were sending him a new mother board and valve to fix the issue It still hasn’t come in I feel HTP is being extremely unprofessional in how they deal with customers in resolving issues I do not accept that they wanted to pay me off and void my warranty for $ I just want a functioning furnace Please see temperature log of my home which I have attached Thank you, [redacted] Regards, [redacted]
I have included my invoices as well as a photo of the installation sticker from [redacted] in Sausalito, CA for HTP reviewI can still get the original installation invoice if necessary but the unit would not have been operational until the LP conversion were completed Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
To whom it may concern,We have worked with this customer through our local representative firm [redacted] *** This customer has had their combination boiler (heating and hot water) replaced twice due to issues with the product The first time, the replacement was performed by [redacted] Construction in the amount of $3500, which also covered numerous attempts to troubleshoot HTP issued reimbursement to our representative [redacted] to transfer down the distribution chain to [redacted] in We have the credit provided to [redacted] to demonstrate that this was done We do not have control beyond that, so if the credit was passed to [redacted] , and the customer was not reimbursed, that is out of our hands.The second time, the replacement was performed by [redacted] of [redacted] Heating We reached an agreement with [redacted] to send them on of our products at no cost to them as compensation for the labor Our representative [redacted] did not actually process this until about weeks ago due to someone in their team not doing what needed to be done.At this point, we are not aware of any other outstanding requests for labor, for this customer, and we are also not aware of any additional issues with the latest boiler I also would like to make sure that it is clear that there is no labor portion to our product warranty The warranty only covers parts and the whole unit As such, HTP feels it has gone far above and beyond what we are required to do to satisfy this customer.Sincerely, [redacted] Manager of Customer ExperienceHTP Comfort Solutions LLC
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] At this time, my husband and I, have a furnace that only works randomly I came home yesterday after a long work day to a degree houseWE are the customer, not the contractors mentioned who installed units We have no faith in this product at this time because we are in our third winter of not having a reliable source of heat and the common denominator is the HTP product I would think that the vendor (HTP) would have more concern about providing a boiler that has been replaced multiple times for a customer and by different vendors and still is not fully functional This problem is not resolved and will not be until my husband and I have a heating system that works without fail for at least one season We purchased our home 11/6/15, two and a half years ago, with a new furnace and it still doesn't work properly Regards, [redacted]
Dear Ms [redacted] - I have reviewed the information that you provided We do have record of our tech talking with your contractor late in the day on the 27th of March Furthermore, we sent out the parts that were needed to correct the problem on the 28th as it was too late to send them on the 27th According to checking the [redacted] tracking number ( [redacted] ), the parts were received by your contractor at 3:14PM on Thursday March 29th Have they been in touch with you about getting the parts installed? Have you reached out to them to see if they had the parts? With your heat not functioning, I am surprised that they were not able to make you a priority and put the parts in last week, or very early this week If it would help, we could send a set of the parts to you directly if you would like to find someone else to install the parts It was not our goal in the prior messaging to pay you off Our thought was that this has been a bad experience and that we were willing to reimburse you for our product so that you could move to a similar product from another company We have had struggles getting our unit to work for you and we thought that this would be an opportunity for you to find something that you had more confidence in The comment about the warranty was simply that once you found a replacement you were comfortable with and had it replaced, there would be no more warranty on the HTP unit should the contractor try to reuse it I apologize if this was not how my message came across Sincerely, ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I recently complained about a business (Heat Transfer Products, Inc.), you presented the business with my complaint, they responded on 3/20/without a solution, I responded back to them that I was not satisfied with their response on 3/22/ Apparently, they responded back to me on the same day but I was never notified of their response I finally went on the website on 4/2/and saw their response I had gotten an e-mail that you were closing the issue as I had not responded Anyway, in the meantime, our fourth HTP furnace has broken and has been non-functional since 3/27/ I have attached a temperature log- we’ve been living with no heat for the last days Our installer called HTP on 3/27/to trouble shoot the issue (none of us knew that HTP had responded to the complaint on 3/at the time) They admitted to the plumber that this is a chronic issue with a valve and they were sending him a new mother board and valve to fix the issue It still hasn’t come in I feel HTP is being extremely unprofessional in how they deal with customers in resolving issues I do not accept that they wanted to pay me off and void my warranty for $ I just want a functioning furnace Please see temperature log of my home which I have attached Thank you, [redacted] Regards, [redacted]
I have included my invoices as well as a photo of the installation sticker from [redacted] in Sausalito, CA for HTP reviewI can still get the original installation invoice if necessary but the unit would not have been operational until the LP conversion were completed Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
To whom it may concern,We have worked with this customer through our local representative firm [redacted] *** This customer has had their combination boiler (heating and hot water) replaced twice due to issues with the product The first time, the replacement was performed by [redacted] Construction in the amount of $3500, which also covered numerous attempts to troubleshoot HTP issued reimbursement to our representative [redacted] to transfer down the distribution chain to [redacted] in We have the credit provided to [redacted] to demonstrate that this was done We do not have control beyond that, so if the credit was passed to [redacted] , and the customer was not reimbursed, that is out of our hands.The second time, the replacement was performed by [redacted] of [redacted] Heating We reached an agreement with [redacted] to send them on of our products at no cost to them as compensation for the labor Our representative [redacted] did not actually process this until about weeks ago due to someone in their team not doing what needed to be done.At this point, we are not aware of any other outstanding requests for labor, for this customer, and we are also not aware of any additional issues with the latest boiler I also would like to make sure that it is clear that there is no labor portion to our product warranty The warranty only covers parts and the whole unit As such, HTP feels it has gone far above and beyond what we are required to do to satisfy this customer.Sincerely, [redacted] Manager of Customer ExperienceHTP Comfort Solutions LLC