Holbrook Heating, Inc.

I have revivewed 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.  I sent a response to this but disn't get confirmation.  Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Revdex.com received the following message from the customer: I do accept the terms, I was out of town last week and did not get the Revdex.com message in time.
Regards,
[redacted]

We (Holbrook Heating) did
go to the customer's home on 12/23/15 at
his request to clean his oil fired furnace. This service would have cost $204. +tax. There were additional notes that the
customer was having an issue though as well. The notes from that
call state "Customer states
when the...

blower turns off there is a thud sound from the furnace".  This was a problem we were supposed to investigate while performing his service, and could have driven up the total cost of service  and the customer was  aware of  that. Upon arrival our technician found the Customer's furnace overheating. The chamber was burned through so badly that the paint on the back of the furnace was burned and flaking off. In
fact, even the manufacturer's logo on the front of the unit was burned and
melted. (It should be noted here that the furnace was made by [redacted]- who stopped making furnaces in 1980. This unit appears to have been made somewhere around 1976-1977, making it roughly 38 years old or more).  The Tech
performed a couple of heat
exchanger tests and the unit failed both. At this point he explained to the customer that the heat exchanger was likely cracked on top of the additional issues that had been discovered and recommended that the unit
be replaced. The customer requested that our Technician stop working on the unit and asked for a price on a new unit.  We never even got the point of performing a carbon monoxide test.  Due to liability concerns and under standard company policy, Holbrook Heating turned the unit off, with the switch immediately adjacent to the furnace, and told the customer that we recommend discontinuing use of the unit. However, should he wish to turn it back on after our departure, it was up to him. The customer was billed just $139.10 for services rendered and told that we would discount the new furnace by that same amount should he buy a new unit from Holbrook Heating within 30 days. We did send over a salesperson at that time to give the customer a price
(again at his request). The customer decided not to buy at that time, so our employees left the home. Now, apparently the customer immediately went down to turn on his furnace and it would not run. I sent the original Tech back to check the issue. He found that one of
the electrodes in the old oil burner moved out of adjustment during our testing of the system.  He put this back in place and once again
turned it off at the switch under
the instruction to use at the customer's own risk. (This trip back to the home and the associated work was done at no additional charge to the
customer).  By the time we  finished with this, a competitor had shown up to the home, presumably called by the customer for a second opinion. Per the customer's own letter to the Revdex.com, the competitor agreed that the aged furnace should
be replaced. If the competitors' opinion differs from ours in terms of urgency of the replacement - are we wrong? If the competitor wanted to disagree with Holbrook Heating by telling him what he wants to hear simply in: the interest of gaining a customer's trust - are we wrong? Our Tech stopped working when
the customer told him to do so, and made recommendations  based  upon the  information available to him at that time. Holbrook Heating performed a service that began and ended with the
customer's own requests.  The customer's claims  here are without merit, and present our company unfairly. This service and the information provided have value and we will offer no refund on the bill that the customer agreed to, signed and paid. Furthermore we will not pay 50% competitor's bill for the second opinion. I had spoken to the customer myself that evening and told him that we'd comeback and get his unit running, albeit against our recommendation to run it. Sincerely, Matthew Z. President -Capital Region

Holbrook Heating installed a ductless split air conditioner in June 2013 (one indoor wall unit and one outdoor condenser).  The day after the installation it was necessary to return to add refrigerant because the installers had not weighed in the proper amount at the time of installation. At no...

other time since 2013 when we added the refrigerant do I show that we have added refrigerant to this unit until this year. We spoke with the customer on 4/25/17 regarding annual maintenance and scheduled the appointment for May 12, 2017.  The customer had mentioned that the unit did not seem to be cooling well.  Our technician, Mike, went to the home and found that a fitting was leaking.  He reflared the fitting, put the system on a pressure test to make sure there were no more leaks and then recharged it.  This repaired the issue.  He indicated to Mr. [redacted] that the unit did not need to be cleaned – that is erroneous information which I am sorry was passed onto Mr. [redacted].  This company stands behind the manufacturers’ recommendations that all equipment be maintained on an annual basis.   Historically, this customer has been current with annual preventive maintenance as the manufacturer of his HVAC equipment requires.   Even though the installation had a 1 year labor warranty, the customer refused to pay the entire bill because he felt that the leak should be covered by us.   We stand behind our workmanship on the installation.  If there had been a problem with workmanship, this unit would have shown indication long before. It has been installed almost 4 years without any issues. We firmly believe that there is no basis for a complaint against Holbrook Heating. We are not refunding the money that he has paid but are willing to negotiate the amount that is due.

I have revivewed 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. 
I sent a response to this but disn't get confirmation.  Regards,  [redacted]