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 belowThe attached pictures (1, and 4) will refute claims that there was "melting" on the furnace and burning marks on the outside back wall of the furnace What also refutes these claims is the fact the furnace is equipped with a "blower motor fan limit switch" which would shut the furnace down if a certain temperature is reached Switch is shown in the second picture It has the red and purple wire going to it The function of the switch is explained at the following link https://www[redacted] .com Had the furnace been overheating it would have "by design" shut off It is not shutting off and Holbrook did not document that it was an issue Holbrook did not document the temperatures of the furnace to denote if they were in the danger zone They did not test the COlevels Yet the technician and the salesman repeatedly were making claims the unit was overheating and omitting smoke and CO The claims were made to me and to the second technician The second company was summoned when Holbrook repeatedly refused to come and but the furnace BACK in running order This issue has also been documented with the police The attached copy of an invoice (picture 3) is from a third oil burning furnace tech who, again, has documented that the furnace is ok to use This technician had to perform the maintenance Holbrook had offered to do Using the age of the furnace (they cannot accurately determine its age or when it was installed) and that [redacted] stopped making furnaces is irrelevant Whether or not the furnace was fair running condition and safe is This has been proven The claims that the Furnace is unsafe and I needed a new furnace ASAP lack credibility I have two separate technicians document the furnace is ok to use As far as being fair, I asked them for an estimate They responded with a price on a blank piece of paper (nothing itemized and no company letter head) and telling me to apply for [redacted] credit card and use that to pay One could safely assume that the price wasn't valid I also was willing to pay for their service call until I discovered they left my furnace inoperable Sharing my experience with the local news services is fair as well I'm requesting the payment because Holbrook did not provide me anything of value Upon arrival, they immediately said the furnace could not be used Despite my request to stop servicing it they continued to dismantle it and left it inoperable They admitted to this fact After repeatedly refusing to come back and repair they did return Holbrook claims they came "free of charge", do they not stand behind their work? Holbrook's evaluation of the furnace was incorrect Leaving it inoperable was wrong Not providing me an accurate quote for a new furnace is also wrongRegards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and while the pump is still a bit loud on shut down/defrost, the main issue has been resolved Regards, [redacted]
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.Following the initial installation and completion of that on 5/11/15, the system kept malfunctioningThere were no situational circumstances nor customer preferencesThe system was guaranteed for a year and the company honored that by continually coming to the residenceAt the end of a year their technician discovered that the stage [redacted] air changer in the attic was not compatible with the stage condenser outsideIn technical terms the machines were no talking to each otherThe decision to buy a stage condenser was based on my $14,investment not an optional upgrade because I felt like it which is how the company has portrayed it in their last statementCustomer provided the additional follow up: I find it interesting that the installers congratulated me on the stage system and that I was going to like it, all the different technicians who came to the house thought and tried to service a stage system as did the secretaries who answered my callsIt wasn't until the mistake was discovered that the company representatives started to back track It has been a little over weeks since I spoke to Holbrook's COO named JohnHe wasn't familiar with my case and pulled over while driving so we could talkI wasn't impressedI gave him the short story and asked him to read the Revdex.com complaintHe asked me if there was anything else and I said that when the error was found by their tech, I called for weeks and they blew me offThen I got the manager, Jeff, and that's when the blame was turned my wayI didn't put the weeks delay by them in the complaint because I wanted to stick to the factsSo, here we areThey are stalling as usual Regards, [redacted]
I have read the customer’s response to our rebuttal letter and I sympathize with his positionHowever, I believe it comes from a place of misunderstanding and misinformationIncluded please find four (4) documents that support our technician’s findings and our (proper) presentation of the condition of his furnaceAs far as our suggestion that the furnace should be replaced, I fully stand behind this still todayFurnaces are not meant to last 38+ yearsThere are many technicians (people) in the HVAC industry with many levels of education / experience, and their options will varyHere are the standards and recommendations from notable sources regarding furnace life: - [redacted] ( [redacted] ) states that forced air furnaces last years- [redacted] says that “if it’s more than years old, then it may be time to say goodbye”They also state that “Other HVAC experts say the say the average life of a furnace is to years” - [redacted] .gov says you should consider replacing any furnace over years of age(I have included printed copies of the respective above data from the associated web sites.) This customer’s furnace is no longer running at the manufacture’s original specificationsWhether it is an immediate threat to life – is a matter of opinionThat opinion will differ among individualsOur company has the highest regard for customer safety and will not accept responsibility or liability for sub-par equipment causing damage or even deathIt’s simply not worth itThe customer is stating that two (2) other oil technicians have said his unit is safe to operateThe customer also acknowledges that he stopped us short in our workAfter just minutes of investigation and conversation on his aging unit, the customer stopped the technician and requested an estimate to replaceTo the customer’s point that we refused to return to his home – this is simply falseThe statements could lead one to believe that we left him without heat for hours or even daysThe reality is, we were gone for less than one hour before returning to address the customer’s concernsI personally spoke to the customer that day & dispatched the tech back to the homeWe have GPS on all company vehicles that allows us to see where they are at all timesUpon review of the recorded GPS data from the dispatched vehicle on that day, here is the time line of our work from this particular service call: Our truck arrived on site at 2:28PM (to perform a $cleaning as scheduled by the customer)At 3:54PM (hour, minutes later) our mechanic left the home with a signed & “paid in full” service ticket (for a basic service fee and just minutes of labor) totaling $(A copy of this ticket has been included here with crucial identifications blacked out) The technician went to another “no heat” call at a home in the same townDuring this time the customer called in, spoke with a receptionist and complained that his furnace would not come back onI intercepted this call and agreed to send the technician backThe customer was told that we still do not recommend using this unit, but we would ensure that it will work for him should he want to turn it back onThe technician arrived back on site at this customer’s home at 4:51pm(He had been off site for just minutes)It was found that the 38+ year old oil burner had a loose electrode that inadvertently came out of adjustment during our initial visitThis was quickly found and fixedThe tech tested the unit to ensure it would operate, he then turned the switch back to the off position and again recommended discontinuing useWe left the home again at 5:26PM (minutes after we had returned)The customer had a functional unit again and was charged nothing more for the return tripThe technician’s notes on the (included) service ticket from this call read: “upon arrival found furnace radiating more heat out, than upFound chamber burned through and furnace burning on back wallFurnace was shut off at switch and customer told not to use due to safety issues.” Note: there’s no mention of carbon monoxide, there’s no mention of the high limit having tripped as the customer insinuatedThe customer accepted this information, signed the ticket, paid the bill and requested an estimate to replace the systemModern-Day units have far more safeties than the units from this eraThe unit has a damaged chamber and is running hotThis is of great concern as it is usually an indication of a cracked heat exchangerWe would normally look deeper for proof and/or reasons for this, but the customer stopped the technician and requested an estimate for replacementHe admits this in his lettersThe customer’s $is fully refundable toward the purchase price of a new furnace, today, just as it was the day we were at his home Sincerely, Matthew ZPresident – Capital Region
Holbrook Heating installed a ductless split air conditioner in June (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 installationAt no other time since when we added the refrigerant do I show that we have added refrigerant to this unit until this yearWe spoke with the customer on 4/25/regarding annual maintenance and scheduled the appointment for May 12, 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*** 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 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 beforeIt has been installed almost years without any issuesWe firmly believe that there is no basis for a complaint against Holbrook HeatingWe are not refunding the money that he has paid but are willing to negotiate the amount that is due
This letter is in response to a complaint submitted to the Revdex.com by a Ms [redacted] against our companycleaning of the furnaceOur records indicate she noted at the time of scheduling she felt the furnace "was so dirty it wasn't coming on" - therefore acknowledging before we even arrived that the furnace was not operatingThe technician got to her home and confirmed that it was indeed not working- and at this time had to find out why the unit wasn't working, and what needed to be done to fix itThe technician found that the board that controls the furnace was giving a pressure switch error code; and that the pressure switch upon testing was badSo the technician replaced the switchThe switch was then working, but the board was still giving an error messageThe technician then went to our supplier to get a new boardWhen the board was replaced the unit started right up; the technician then went about the procedures for the tune-up/cleaningPart of this process is to check for CO in the house- and upon testing we found there to be CO present when the furnace was runningUpon further investigation we accurately concluded that the heat exchanger was bad and causing the unit to give off deadly CO into the houseAt this point it is true that the technician " red-tagged" the unit and left it apart and inoperable as we would in any situation so the homeowner can't ignore our warnings and cause serious harm or death to those in the homeWe returned to Ms [redacted] 's home the following day October 23, to give her an estimate for replacement of the furnaceWe have to rely on what we are told from our distributors/reps in regards to warranty information; and unfortunately we were misinformed as to the warranty of Ms [redacted] 's heat exchangerIf we were indeed just trying to sell Ms [redacted] a new furnace we wouldn't have taken the time to get the unit working and diagnose the cracked heat exchanger correctlyIn closing, the parts that were needed and supplied by us to make Ms [redacted] 's furnace operable are still on her unitI am proud to say that we did our job correctly and discovered a potentially deadly situation in her homeThis was a maintenance ca ll that one thing led to another, but we ultimately got it rightIt is comparable to a mechanic/vehicle situationIt would be like having a car with a bad engine in which you replace it only to find out the transmission is also badUnfortunately you wouldn't know the transmission is bad until the engine is running to test itOur technician would not have been able to test for CO until the unit was properly runningI feel that my technician and company did everything correctly, and am therefore owed for the parts and work performed to discover this potent ially deadly situationWe also did not ignore the stop payment the customer put on her checkOur paperwork/payment is always submitted to the [redacted] for processing as we are their Authorized Service ProviderIn regards to the customers' complaint that we were significantly higher in price for replacement- we compete against many different companies and offer high end products to our customersWe are always right in line with our competitors on price if you compare equal quality, equipment and servicePlease feel free to contact me with any further questions or concernsThank you for your timeSincerely, [redacted] ***Holbrook Heating, IncCEO
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]
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 BBB, 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
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 belowThe attached pictures (1, and 4) will refute claims that there was "melting" on the furnace and burning marks on the outside back wall of the furnace What also refutes these claims is the fact the furnace is equipped with a "blower motor fan limit switch" which would shut the furnace down if a certain temperature is reached Switch is shown in the second picture It has the red and purple wire going to it The function of the switch is explained at the following link https://www[redacted] .com Had the furnace been overheating it would have "by design" shut off It is not shutting off and Holbrook did not document that it was an issue Holbrook did not document the temperatures of the furnace to denote if they were in the danger zone They did not test the COlevels Yet the technician and the salesman repeatedly were making claims the unit was overheating and omitting smoke and CO The claims were made to me and to the second technician The second company was summoned when Holbrook repeatedly refused to come and but the furnace BACK in running order This issue has also been documented with the police The attached copy of an invoice (picture 3) is from a third oil burning furnace tech who, again, has documented that the furnace is ok to use This technician had to perform the maintenance Holbrook had offered to do Using the age of the furnace (they cannot accurately determine its age or when it was installed) and that [redacted] stopped making furnaces is irrelevant Whether or not the furnace was fair running condition and safe is This has been proven The claims that the Furnace is unsafe and I needed a new furnace ASAP lack credibility I have two separate technicians document the furnace is ok to use As far as being fair, I asked them for an estimate They responded with a price on a blank piece of paper (nothing itemized and no company letter head) and telling me to apply for [redacted] credit card and use that to pay One could safely assume that the price wasn't valid I also was willing to pay for their service call until I discovered they left my furnace inoperable Sharing my experience with the local news services is fair as well I'm requesting the payment because Holbrook did not provide me anything of value Upon arrival, they immediately said the furnace could not be used Despite my request to stop servicing it they continued to dismantle it and left it inoperable They admitted to this fact After repeatedly refusing to come back and repair they did return Holbrook claims they came "free of charge", do they not stand behind their work? Holbrook's evaluation of the furnace was incorrect Leaving it inoperable was wrong Not providing me an accurate quote for a new furnace is also wrongRegards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and while the pump is still a bit loud on shut down/defrost, the main issue has been resolved Regards, [redacted]
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.Following the initial installation and completion of that on 5/11/15, the system kept malfunctioningThere were no situational circumstances nor customer preferencesThe system was guaranteed for a year and the company honored that by continually coming to the residenceAt the end of a year their technician discovered that the stage [redacted] air changer in the attic was not compatible with the stage condenser outsideIn technical terms the machines were no talking to each otherThe decision to buy a stage condenser was based on my $14,investment not an optional upgrade because I felt like it which is how the company has portrayed it in their last statementCustomer provided the additional follow up: I find it interesting that the installers congratulated me on the stage system and that I was going to like it, all the different technicians who came to the house thought and tried to service a stage system as did the secretaries who answered my callsIt wasn't until the mistake was discovered that the company representatives started to back track It has been a little over weeks since I spoke to Holbrook's COO named JohnHe wasn't familiar with my case and pulled over while driving so we could talkI wasn't impressedI gave him the short story and asked him to read the Revdex.com complaintHe asked me if there was anything else and I said that when the error was found by their tech, I called for weeks and they blew me offThen I got the manager, Jeff, and that's when the blame was turned my wayI didn't put the weeks delay by them in the complaint because I wanted to stick to the factsSo, here we areThey are stalling as usual Regards, [redacted]
I have read the customer’s response to our rebuttal letter and I sympathize with his positionHowever, I believe it comes from a place of misunderstanding and misinformationIncluded please find four (4) documents that support our technician’s findings and our (proper) presentation of the condition of his furnaceAs far as our suggestion that the furnace should be replaced, I fully stand behind this still todayFurnaces are not meant to last 38+ yearsThere are many technicians (people) in the HVAC industry with many levels of education / experience, and their options will varyHere are the standards and recommendations from notable sources regarding furnace life: - [redacted] ( [redacted] ) states that forced air furnaces last years- [redacted] says that “if it’s more than years old, then it may be time to say goodbye”They also state that “Other HVAC experts say the say the average life of a furnace is to years” - [redacted] .gov says you should consider replacing any furnace over years of age(I have included printed copies of the respective above data from the associated web sites.) This customer’s furnace is no longer running at the manufacture’s original specificationsWhether it is an immediate threat to life – is a matter of opinionThat opinion will differ among individualsOur company has the highest regard for customer safety and will not accept responsibility or liability for sub-par equipment causing damage or even deathIt’s simply not worth itThe customer is stating that two (2) other oil technicians have said his unit is safe to operateThe customer also acknowledges that he stopped us short in our workAfter just minutes of investigation and conversation on his aging unit, the customer stopped the technician and requested an estimate to replaceTo the customer’s point that we refused to return to his home – this is simply falseThe statements could lead one to believe that we left him without heat for hours or even daysThe reality is, we were gone for less than one hour before returning to address the customer’s concernsI personally spoke to the customer that day & dispatched the tech back to the homeWe have GPS on all company vehicles that allows us to see where they are at all timesUpon review of the recorded GPS data from the dispatched vehicle on that day, here is the time line of our work from this particular service call: Our truck arrived on site at 2:28PM (to perform a $cleaning as scheduled by the customer)At 3:54PM (hour, minutes later) our mechanic left the home with a signed & “paid in full” service ticket (for a basic service fee and just minutes of labor) totaling $(A copy of this ticket has been included here with crucial identifications blacked out) The technician went to another “no heat” call at a home in the same townDuring this time the customer called in, spoke with a receptionist and complained that his furnace would not come back onI intercepted this call and agreed to send the technician backThe customer was told that we still do not recommend using this unit, but we would ensure that it will work for him should he want to turn it back onThe technician arrived back on site at this customer’s home at 4:51pm(He had been off site for just minutes)It was found that the 38+ year old oil burner had a loose electrode that inadvertently came out of adjustment during our initial visitThis was quickly found and fixedThe tech tested the unit to ensure it would operate, he then turned the switch back to the off position and again recommended discontinuing useWe left the home again at 5:26PM (minutes after we had returned)The customer had a functional unit again and was charged nothing more for the return tripThe technician’s notes on the (included) service ticket from this call read: “upon arrival found furnace radiating more heat out, than upFound chamber burned through and furnace burning on back wallFurnace was shut off at switch and customer told not to use due to safety issues.” Note: there’s no mention of carbon monoxide, there’s no mention of the high limit having tripped as the customer insinuatedThe customer accepted this information, signed the ticket, paid the bill and requested an estimate to replace the systemModern-Day units have far more safeties than the units from this eraThe unit has a damaged chamber and is running hotThis is of great concern as it is usually an indication of a cracked heat exchangerWe would normally look deeper for proof and/or reasons for this, but the customer stopped the technician and requested an estimate for replacementHe admits this in his lettersThe customer’s $is fully refundable toward the purchase price of a new furnace, today, just as it was the day we were at his home Sincerely, Matthew ZPresident – Capital Region
Holbrook Heating installed a ductless split air conditioner in June (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 installationAt no other time since when we added the refrigerant do I show that we have added refrigerant to this unit until this yearWe spoke with the customer on 4/25/regarding annual maintenance and scheduled the appointment for May 12, 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*** 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 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 beforeIt has been installed almost years without any issuesWe firmly believe that there is no basis for a complaint against Holbrook HeatingWe are not refunding the money that he has paid but are willing to negotiate the amount that is due
This letter is in response to a complaint submitted to the Revdex.com by a Ms [redacted] against our companycleaning of the furnaceOur records indicate she noted at the time of scheduling she felt the furnace "was so dirty it wasn't coming on" - therefore acknowledging before we even arrived that the furnace was not operatingThe technician got to her home and confirmed that it was indeed not working- and at this time had to find out why the unit wasn't working, and what needed to be done to fix itThe technician found that the board that controls the furnace was giving a pressure switch error code; and that the pressure switch upon testing was badSo the technician replaced the switchThe switch was then working, but the board was still giving an error messageThe technician then went to our supplier to get a new boardWhen the board was replaced the unit started right up; the technician then went about the procedures for the tune-up/cleaningPart of this process is to check for CO in the house- and upon testing we found there to be CO present when the furnace was runningUpon further investigation we accurately concluded that the heat exchanger was bad and causing the unit to give off deadly CO into the houseAt this point it is true that the technician " red-tagged" the unit and left it apart and inoperable as we would in any situation so the homeowner can't ignore our warnings and cause serious harm or death to those in the homeWe returned to Ms [redacted] 's home the following day October 23, to give her an estimate for replacement of the furnaceWe have to rely on what we are told from our distributors/reps in regards to warranty information; and unfortunately we were misinformed as to the warranty of Ms [redacted] 's heat exchangerIf we were indeed just trying to sell Ms [redacted] a new furnace we wouldn't have taken the time to get the unit working and diagnose the cracked heat exchanger correctlyIn closing, the parts that were needed and supplied by us to make Ms [redacted] 's furnace operable are still on her unitI am proud to say that we did our job correctly and discovered a potentially deadly situation in her homeThis was a maintenance ca ll that one thing led to another, but we ultimately got it rightIt is comparable to a mechanic/vehicle situationIt would be like having a car with a bad engine in which you replace it only to find out the transmission is also badUnfortunately you wouldn't know the transmission is bad until the engine is running to test itOur technician would not have been able to test for CO until the unit was properly runningI feel that my technician and company did everything correctly, and am therefore owed for the parts and work performed to discover this potent ially deadly situationWe also did not ignore the stop payment the customer put on her checkOur paperwork/payment is always submitted to the [redacted] for processing as we are their Authorized Service ProviderIn regards to the customers' complaint that we were significantly higher in price for replacement- we compete against many different companies and offer high end products to our customersWe are always right in line with our competitors on price if you compare equal quality, equipment and servicePlease feel free to contact me with any further questions or concernsThank you for your timeSincerely, [redacted] ***Holbrook Heating, IncCEO
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]
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 BBB, 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