Home Comfort

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] Home Comfort did a superb job of resolving this issue

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 Revdex.com received the attached letter from customer and followed up by phone and confirmed the following as to what the customer is seeking: They did not install a drainage system as they were supposed to and the floor is now damagedI would like to resolve the complaint and if the business is willing to return and repair the floor, install the drainage system as they were originally supposed to and repair or replace the tankless water heater, then I would consider this resolved 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 Home Comfort received my complaint on 5/4/at 11:30am and by 2:30pm a rep came and the problem was corrected I do not like handling problems in this manner but after months of calls, cancelled appointments and just plain not showing up for the scheduled service, the Revdex.com took care of this in under hours Regards, [redacted] ***

Revdex.com spoke to Michael at business and the following was relayed: We were looking for better units for manufactured homes and that unit was approved for closet installations by and through NYSERDAThey paid half and this was confirmed by the [redacted] Factory RepTheir propane provider filled it for years with no issueThe unit was well outside of any warranty and in good faith I had agreed to replace the furnace at costThe customer originally agreed and then rescindedHe had someone else install a unit, I am not going to pay for someone else's workThe manual the customer is referencing represents two different modelsHis model is not the one that required the drainage system as his was not the condensating unitThe floor damage was from the heat exchange and he had been told previously that he needed a gutter or something to diver the water from his roof

To address the water heater issue, it was found that the tank had been corroded through and was leakingI have only seen this one other time which was also on a well. Mr *** obtained a water test and it showed that the chlorides in the water were at parts and the manufacture
feels this could be the cause since the stainless steel reacts to high chloride levels. I could have replaced it with another unit of the same make and actually received payment for the install labor but I did not want to replace it again and cause further inconvenience. I looked at a couple options and the best for there situation was the *** with the copper heat exchange that would react to the chlorides like the stainless steelBecause of the height of the basement a power vented water heater was not an option. The installed cost of the *** unit was $which included venting, gas piping, plumbing and all parts and labor to complete the install. The install cost for the *** would have been the same or slightly higher. I'm not sure why Mr*** would not understand he is not entitled to a refund when the installed cost of both units is the same? You can't compare the installed cost something to the cost of just the unit being installed. As for the furnace Home Comfort has been to the house to correct the problem of the furnace going off on an over heat error code. I went to the home myself on a Sunday since I was in the area. After looking at the system I had noticed that even though the existing return trunk line was large enough to supply return air, it only has (6) 6" round duct and some with small grills which were only able to produce half as much return air that was needed and could easily cause the overheat error code. I explained this to Mr*** and told him that I would have our technician install a new central return at no charge( this would have been extra since it was not part of the original furnace install) when he came back to replace the water heater. Our technician returned to the home on December 15, to replace the water heater and install the new new return duct. He also made some changes and fixed some furnace settings from the install. When the technician left that day everything was working and gave Mr*** his cell number to call him if he had any issues. Home Comfort did not hear from the *** for almost weeks we he called about the labor portion of the warranty which I explained Home Comfort covered. That is when he informed me that the furnace started doing the same thing with in a day. When I asked why he didn't let us know , he said because your technician was going on vacationI let him know that we had a factory technician that was waiting to see what the out come was so he could come out and look at the unit and install to see what we could have missed. We put in about of these furnace a year without any issues so when a situation like this arises we take it very seriously. After I explained this to Mr*** he said he was have another contractor coming out for there opinion, I let him know I would not pay for their service nor would it be covered by warrantyThe best option was to have factory Technician come out. After seeing the invoices for their recommendation for replacing half the parts in the new furnace, its is clear they had no idea what was wrong they just wanted to replace a bunch of parts in the hope that one of the would fix the problemThis could have been resolved if Mr*** would just have called us when he was till having issues and I could have had the factory technician come out and helped us fix the issue. I still feel it is something outside of the furnace that is causing the error. All the parts that the other company have recommend replacing or have replaced don't have relevance to the overheating error code. We have been in contact with NYSERDA which is charge the of the Home Performance Program which this project went through and have informed them about the reasons for replacing the water heater with the unit we did and Mr*** unwillingness to allow Home Comfort to resolve the furnace issue. Home Comfort is still willing to resolve this and will honor the labor portion of the warranty and have a Factory Technician inspect the furnace and the installThank You, Michael Murphy President/ Home Comfort

Revdex.com spoke to Michael at business and the following was relayed: This has been addressed with the customer and resolved

I'm not sure what more I can say but we have tried to fix the problem but Mr [redacted] has prevented us from getting to the bottom of his issues. I have talked with the distributor and manufacture rep and explained all the parts that were said to be replaced and feels as I do that it is ridiculous that half the parts in the furnace had to be replaced including the pressure switches that were already replaced.  He is just as eager to come out and resolve this.  We install about 200 of these furnace a year without any problems so I need to know why this one is a problem.  Mr [redacted] is confused on his fact because the dip switch on the control board was in the low fire position and this could not cause the furnace to over heat. The furnace can't run in high fire with the fan locked to in a low fan position.  The extended labor warranty normally must be purchased with in 90 days of the date the furnace is registered but they will make an exception for me.  I will only purchase this for the [redacted]'s furnace if the furnace and install is inspected by the Manufacture Rep and Home Comfort will fix any issues he feels needs to be addressed from the install.  If the furnace truly is a "lemon" then he would be able to make that determination. Home Comfort will not reimburse Mr. [redacted] nor will the labor warranty for previous labor from the other contractor . As for the water heater Mr. [redacted] was informed of the option that I was working with to solve his problem.  If his unit wasn't defective why would I replace it and incur hundreds of dollars of additional cost, that doesn't make since.  If the Power vent unit would have fit, the [redacted]s would have been refunded the difference between the installed cost of of the original unit and the installed cost of the Power vented unit.  The unit that we did install actually had a higher install cost because the gas lines had to be upgraded and increased in size. The original unit also sat on the floor where as the tankless unit had to be hung so we had to build a stand to hang it. There were no additional costs charged for this or the additional return that we installed.  All we have done is responded to there needs and still wish resolve any issues.

Revdex.com spoke to Michael at business and the following was relayed: We were looking for better units for manufactured homes and that unit was approved for closet installations by and through NYSERDA. They paid half and this was confirmed by the [redacted] Factory Rep. Their propane provider filled it for 8 years with no issue. The unit was well outside of any warranty and in good faith I had agreed to replace the furnace at cost. The customer originally agreed and then rescinded. He had someone else install a unit, I am not going to pay for someone else's work. The manual the customer is referencing represents two different models. His model is not the one that required the drainage system as his was not the condensating unit. The floor damage was from the heat exchange and he had been told previously that he needed a gutter or something to diver the water from his roof.

I have reviewed the response made by the business in reference to complaint ID [redacted], and agree as follows: Please instruct Home Comfort to proceed with the purchase of the 10 year parts and labor warantee of the contract that I signed. This way I can choose who enters my home to work on my furnace, as this what was explained it to my wife by Steed the night we signed the contract. This information was in the furnace section of the contract, not the water heater section. Please have the [redacted] Factory rep to call and set up an appointment to visit my home ASAP. This visit will be Myself, my Wife and the [redacted] representative only and will not include mr murphy or anyone from home comfort. I will go over the installation and the parts that [redacted] changed where the rep can educate me and share his findings with the Revdex.com and home comfort afterwards. I reserve the right to ask for compensation if the [redacted] rep finds issues that must be repaired. We will review the [redacted] recomendations list and please understand that the service manager from [redacted] visited my home and found the gas valve to be bad. these folks have a 5 start consumer rating.
Regards,
[redacted]My old furnace was operating with no isssues, was #6 fuel oil and we wanted a new high efficiency furnace. the thermostat was wired incorrectly, wired as a single stage furnace according to the HC technician and this is what caused the furnace to overheat. After adding a large return as suggested the furnace kicked out at the same over temperature code and soon as the technician changed the thermostat to wiring the furnace ran until the gas valve stopped working.

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.
Revdex.com received the attached letter from customer and followed up by phone and confirmed the following as to what the customer is seeking: They did not install a drainage system as they were supposed to and the floor is now damaged. I would like to resolve the complaint and if the business is willing to return and repair the floor, install the drainage system as they were originally supposed to and repair or replace the tankless water heater, then I would consider this resolved.
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.  Home Comfort received my...

complaint on 5/4/2017 at 11:30am and by 2:30pm a rep came and the problem was corrected.  I do not like handling problems in this manner but after 8 months of calls, cancelled appointments and just plain not showing up for the scheduled service, the Revdex.com took care of this in under 3 hours. 
Regards,
[redacted]

When our service tech Mark [redacted] went to look at the issue with Mr [redacted] tankless unit, he found the heat exchanger leaking and determined that it needed to be replaced.  The heat exchanger part was covered but not the labor.  With heat exchanger in place there was no way to tell if any...

other parts had been corroded so when Mark returned to replace the heat exchanger and removed the old old one he found the exhaust collar was corroded and the only way to remove the old heat exchanger was to break the collar free and order a new one.  That part was not under warranty.  This was all explained to Mr. [redacted] before Mark left.  Mr [redacted] has been a very difficult customer to deal with even before this.  We did have Mr. [redacted] pay for this upfront because he had call Mark and said he was not going to pay us when we fixed it.  So I told Mark to let him know we would not going back out unless we were paid first.  We have always responded promptly when Mr. [redacted] has called in the past and was not even charged for the extra trip to go back after the Exhaust collar came in.  He will not be getting any kind of refund and we will no longer be providing service to Mr. [redacted].  We did nothing but help him and charge him a very fair rate that is well below what other contractor would have charged.  Please remove this bogus complaint from our record.Thank You, Michael [redacted], President