HJack's Plumbing & Home Comfort Co of Jamestown

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.While I have no desire to blow this matter out of proportion, I would like the Revdex.com to know that I find HJack's response to my complaint egregious and insultingIf you take the time to read my complaint, it should be clear that while it's true I'm obviously troubled by HJack's approach to billing its customers, more than anything else I'm concerned about how I was treated by customer service personnel (see: the Nature of my Complaint: Customer Service Issues - The inappropriate behavior by customer service personnel.) If you review HJack's response to my complaint, you'll see that HJack's entire response is a clumsy attempt to justify its billing practices; nowhere does HJack's express even the faintest acknowledgment of my overarching concernMore aggravating still: instead of addressing the details of my complaint, HJack's has taken the opportunity to cherry pick comments I made which happen to cast the company in a favorable light ("skillful repair"; "professional and courteous service" etc.) I find this sort of PR maneuvering tiresome and offensive; this letter has only diminished my view of the company This issue has already cost me a great deal of time and emotional distress, and at this point, I would like to move onI reject HJack's offer of a 10% refund, but also choose not to pursue any further settlement or resolutionI would prefer not to be contacted about this matter againIf anything good comes of this, perhaps HJack's will treat future customers with greater degrees of compassion and respectRegards, [redacted]

I am writing this letter in response to the complaint mailed to us last week from one of our customers,ID# [redacted] Included in this letter is the truth as I remember it in regards to the circumstances whenwe provided service to this customerHJacks Plumbing & Heating Co., of Celoron, NY was called to the customer's home on that day in questionWe were called to the home for a "no heat" situation, met with the customer, and then proceeded to access the situationWe started by cycling the furnace with thermostat, and found that the unit was working and going through the proper cyclesDuring this process of cycling the unit multiple times, the furnace never missed a cycle and appeared to be working fineBecause there was buildup on the flame sensor, it was pulled and cleaned, reinstalled, and then we recycled unitWhile reassessing the furnace, we inspected the Djurnalin motor and found It to be working fineDuring our inspection we noticed that hot water wasn't tied into venting system and was venting out a window.Informed Customer that vent was illegal and performed C/O test and found there to be small amounts of carbon monoxide when unit was runningAdvised Customer of (2) options: 1) Run new B vent to the roof and tie into existing hot water tank2) Install power vented hot water tankExplained to Customer that the cost of B vent to roof would be same cost of power vented hot water tank and that B vent could be knocked down due to area of home and weather in her areaBy going with the power vent she would get a new tank and solve venting issues at the same timeThe Customer agreed to new tank and stated that she was happy she wouldn't have to deal with the venting issue againAt this point we set the job up for the next day and took a deposit of $towards the total cost of the jobLater that afternoon Customer called and stated furnace was down again, but didn't want us to come out as she had another heat source that would work till the next dayUpon arrival the next day, we removed existing tank and the illegal ventDuring the whole process of installing the hot water tank, the furnace was running and cycling property, and found no fault with how it was runningCustomer was on site during beginning of tank installation and knew furnace was workingWe finished job and again cycled furnace multiple times and found that it still was running fineThe Owner/Customer was no longer on site, so we contacted her, and informed her the furnace had not shown any issues while we were there and that the water tank install was finishedCustomer stated that she would come into office the next day to pay remainder on billLater that night Customer called and stated furnace was out againOffered to come out and Customer again stated she had other sources of heatShe then asked what could be causing problemI then told her that it could be multiple issues, or it could be the Djurnalin motor, that it washard to say at that point because the unit had always been working when we were on siteAt this point the Customer agreed for us to return in morningThe next morning the Customer called in and told us not to come out- that she had called another company and they came out and fixed furnace (she did tell us that they found a loose wire)She then stated would be in after 2:00pm that afternoon to pay bill for hot water tankThe Customer arrived later in afternoon with her bill and spoke with office manager and another technician that was on site, asking questions in regards to the job that was done at her homeI arrived on location while Customer was on siteThe Customer then proceeded to leave without paying her billI followed her out to her car and asked her if she was going to pay billShe then got very nasty and stated she wanted a breakdown of the work doneI offered her the break down right there and then, and she refused to listenShe then stated she wanted work inspected by another companyI agreed to mail her a break down, but asked that bill be paid within three day, and at that time she agreedI had a breakdown written up and mailed out to her that dayWe have heard nothing back fromthe Customer until this complaint came from your office As a company we feel we provided everything the Customer asked for and agreed toWhen the customer signs the invoice with the estimate for the cost of the job described above, that is a contract between the customer and would not do the job if she had not signed and therefore agreed to that contractAt no point did we charge her for any service on the furnace, only for the work done with the hot water tankAll we ask for is that we be paid for the work that was performed and that she agreed toWe do feel that had she given us the opportunity to reassess the furnace, we could have found the problem and fixed it for her when the furnace wasn't in working orderSincerely, [redacted] General Manager HJacks Plumbing & Heating Co