As a business that sells and installs furnaces, they should have known to check my thermostatAs for the other times, it was parts inside my furnace that went outWe were very upset that house of heating had us on a block list when no bills were owed If they put me on a block list because I had fought through a couple of their bills, they should have told me House of heating lies, we never threatened the technicians family, there is no proof of that at all House of heating also told the police we put a picture of an "as" on their Facebook page in which we never did and the police called us back and said we were telling the truth House of heating is not accredited through the Revdex.com, and I'm sure they never will be, since they do not care to satisfy customers There is many people that have told me the problems they have had with this business also I have requested the manager to call me and explain why the tech could not come to my house to fix their product when I did not have any outstanding balances at their business nor at any collection agency they use, and [redacted] (manager) has not called me back to explain his reasons for the accusation Now that's professional Word of mouth is the best advertisement, and I will most definitely be spreading the word to others advising against using this company
I will have no further response to this claim. The customer maintains false information and will not accept responsibility for their actions. We feel there are no paths that would lead to a resolution of this issue.
This letter is in response to the above complaint number.November 21,2014The complaint submitted against our company is completely baseless in my opinion.Following is an account of the complete interaction with this client:On 11115/House of Heating installed a new Lennox gas furnace at the client'shomeThis furnace was sold with a 10-year limited parts warranty and a I-year limitedlabor warranty for all the work House of Heating performed.On 6114/2012, the client called with a problem with her air conditioning systemThenext day we sent a service technician to the home and found that the owner's existingthermostat was faultyThis had nothing to do with the furnace we replaced, as this wasworking correctly at the timeWe replaced the thermostat and sent her a bill of$162.47for the service callThis bill remained unpaid for months, at which point we turnedover this account to a collections agency we work with oftenThe bill remained unpaiduntil 616/2013, when the client paid a portion of the balance, and finally on 1112112013paid the remaining balance of this bill.On 10/19/2012, the client called again with a no heat call on the furnaceThat same daywe sent a service technician to the house and found that the furnace was running when wearrivedHe checked over the owner's existing air conditioning system and found ashorted condensing fan motor, which the client did not have us replaceThen checkedback with the furnace and found that the gas valve wasn't always opening when it should,and replaced the gas valveOverall the service technician was there for hours.Since the gas valve was covered under the lO-year parts warranty ofthe furnace, we didnot charge the client for this partThe I-year labor warranty period was still in effect aswell, so we did not charge the client for any labor associated with the work on thefurnaceWe did however charge hours labor for work on the air conditioningsystem, as this was the owner's existing systemOnce the client received the invoice forthis work, they argued that this should not have been billed to them, and after someconversation House of Heating decided that the argument wasn't worth having an upsetcustomer, and credited the full amount of the invoiceThis occurred on 10/26/2012.On 11/21/2013, the client called back with no heat on the furnaceBecause this clienthad an outstanding balance that hadn't been paid, we required the complete payment ofthe previous service call (from 6/15/2012) as well as the immediate payment of therequested service call before agreeing to come to the house for serviceThe client agreedto this and paid the outstanding balance at this timeOnce this was agreed upon, we senta service technician to the home and found that the pressure switch on the furnace wasstuck and wouldn't moveHe then performed a complete preventative maintenanceservice on the furnace, which included cleaning the drain trap, blowing out the drainhose, cleaning the flame sensor, and checking the air filter (which was in goodcondition)He then installed a new pressure switch on the furnaceHe ran-tested thefurnace and checked all the safeties and controlsAll in all, this service technician spenthours on this callThe pressure switch was still covered under the O-year partswarranty of the furnace, so we did not charge for this partThe I-year labor warrantyperiod had expired, and on top of replacing the faulty part we also performed a completepreventative maintenance service on the furnace, which is not a part of the warrantyagreementTo be fair to the client, we charged only hour labor instead of the full 1.5hours our technician spent on this call.At this point the client had their account with House of Heating paid in full, with nooutstanding balanceHowever, because of the history of this client having long-delayedpayments (there were more instances than this one where payments were not made in atimely fashion), House of Heating made the decision to keep this client on the "noservice" list.On 11/15/2014, the client called after our business hours and left a message thather furnace was not workingThe message was sent to our on-call service technician,who called her back shortlyWhen our technician looked at the "no service" list, he toldthe client that he would be unable to come to the house because they were on this list,which typically means there is an unpaid balance on their accountThis is House ofHeating's policy and according to the records our technician was referencing, he actedexactly as instructed by House of Heating's employersThe client became veryargumentative and belligerent, to the point where our technician could not continue theconversation and hung up the phoneShortly after, the client's boyfriend called ourtechnician back and threatened the technician and his family with bodily harmThetechnician again hung up on him and refused to answer any more calls from that number.The next day, the client's boyfriend called House of Heating's office number and leftvulgar and profane voicemail messages on our phoneAt this point we called the localpolice department to file a complaint against the boyfriendThey listened to thesevoicemail messages and filed a report on this issue.Prior to this action taken by the client, we would have certainly worked with the client tofind out what was wrong with the furnace that they had no heatHowever their actionstoward our service technician and voicemail messages left on the office phone made thedecision to part ways with this client an easy oneWe would have certainly stood by theequipment we installed, and done everything in our power to rectify the issues with thefurnace, but the attitude shown by the client prevented this from happening.To directly address each area of the customer's complaint:The customer stated that the furnace broke down every year of the 3-years of service.This is untrue as shown by the above sequence of eventsThe thermostat issue thecustomer referred to had nothing to do with the furnace, as the thermostat is a completelyseparate item.The customer stated that the technician told her to wait until Monday to talk to themanagerIf the customer would have been reasonable and not belligerent on the phone,our technician would have certainly called myself or one of the other owners that night todiscuss what to do, and most definitely would have helped get the furnace back up andrunning that nightAgain, the attitude towards our service technician prevented thisconversation from happening.The customer stated that House of Heating sells 'junk" equipmentWe have been sellingLennox equipment for more than yearsThis equipment has proven to be high qualityand very reliable in all areasHowever with any mechanical equipment there can beissues, and unfortunately this was one of those casesWe were certainly willing torectify these issues until the customer's verbal attacks prevented a continuingrelationship.The customer stated that they expect House of Heating to pay another contractor'sservice bill or go to an attorney, or give them a new furnace free of chargePrior to theverbal attacks by the customer, we would have done what we could to rectify thesituationSince then we have no interest in helping this customer in any way, and if thecustomer decides to go to court to dispute this, we will gladly meet them there.At House of Heating we pride ourselves on customer service and doing everything in ourpower to provide our customers with reliable systemsHowever in this case I see nopossible resolution, so they will remain on the "no service" list as poor examples ofhumanityWe will not perform any additional work for this client now or ever again
As a business that sells and installs furnaces, they should have known to check my thermostatAs for the other times, it was parts inside my furnace that went outWe were very upset that house of heating had us on a block list when no bills were owed If they put me on a block list because I had fought through a couple of their bills, they should have told me House of heating lies, we never threatened the technicians family, there is no proof of that at all House of heating also told the police we put a picture of an "a
s" on their Facebook page in which we never did and the police called us back and said we were telling the truth House of heating is not accredited through the Revdex.com, and I'm sure they never will be, since they do not care to satisfy customers There is many people that have told me the problems they have had with this business also I have requested the manager to call me and explain why the tech could not come to my house to fix their product when I did not have any outstanding balances at their business nor at any collection agency they use, and [redacted] (manager) has not called me back to explain his reasons for the accusation Now that's professional Word of mouth is the best advertisement, and I will most definitely be spreading the word to others advising against using this company
I will have no further response to this claim. The customer maintains false information and will not accept responsibility for their actions. We feel there are no paths that would lead to a resolution of this issue.
This letter is in response to the above complaint number.November 21,2014The complaint submitted against our company is completely baseless in my opinion.Following is an account of the complete interaction with this client:On 11115/House of Heating installed a new Lennox gas furnace at the client'shomeThis furnace was sold with a 10-year limited parts warranty and a I-year limitedlabor warranty for all the work House of Heating performed.On 6114/2012, the client called with a problem with her air conditioning systemThenext day we sent a service technician to the home and found that the owner's existingthermostat was faultyThis had nothing to do with the furnace we replaced, as this wasworking correctly at the timeWe replaced the thermostat and sent her a bill of$162.47for the service callThis bill remained unpaid for months, at which point we turnedover this account to a collections agency we work with oftenThe bill remained unpaiduntil 616/2013, when the client paid a portion of the balance, and finally on 1112112013paid the remaining balance of this bill.On 10/19/2012, the client called again with a no heat call on the furnaceThat same daywe sent a service technician to the house and found that the furnace was running when wearrivedHe checked over the owner's existing air conditioning system and found ashorted condensing fan motor, which the client did not have us replaceThen checkedback with the furnace and found that the gas valve wasn't always opening when it should,and replaced the gas valveOverall the service technician was there for hours.Since the gas valve was covered under the lO-year parts warranty ofthe furnace, we didnot charge the client for this partThe I-year labor warranty period was still in effect aswell, so we did not charge the client for any labor associated with the work on thefurnaceWe did however charge hours labor for work on the air conditioningsystem, as this was the owner's existing systemOnce the client received the invoice forthis work, they argued that this should not have been billed to them, and after someconversation House of Heating decided that the argument wasn't worth having an upsetcustomer, and credited the full amount of the invoiceThis occurred on 10/26/2012.On 11/21/2013, the client called back with no heat on the furnaceBecause this clienthad an outstanding balance that hadn't been paid, we required the complete payment ofthe previous service call (from 6/15/2012) as well as the immediate payment of therequested service call before agreeing to come to the house for serviceThe client agreedto this and paid the outstanding balance at this timeOnce this was agreed upon, we senta service technician to the home and found that the pressure switch on the furnace wasstuck and wouldn't moveHe then performed a complete preventative maintenanceservice on the furnace, which included cleaning the drain trap, blowing out the drainhose, cleaning the flame sensor, and checking the air filter (which was in goodcondition)He then installed a new pressure switch on the furnaceHe ran-tested thefurnace and checked all the safeties and controlsAll in all, this service technician spenthours on this callThe pressure switch was still covered under the O-year partswarranty of the furnace, so we did not charge for this partThe I-year labor warrantyperiod had expired, and on top of replacing the faulty part we also performed a completepreventative maintenance service on the furnace, which is not a part of the warrantyagreementTo be fair to the client, we charged only hour labor instead of the full 1.5hours our technician spent on this call.At this point the client had their account with House of Heating paid in full, with nooutstanding balanceHowever, because of the history of this client having long-delayedpayments (there were more instances than this one where payments were not made in atimely fashion), House of Heating made the decision to keep this client on the "noservice" list.On 11/15/2014, the client called after our business hours and left a message thather furnace was not workingThe message was sent to our on-call service technician,who called her back shortlyWhen our technician looked at the "no service" list, he toldthe client that he would be unable to come to the house because they were on this list,which typically means there is an unpaid balance on their accountThis is House ofHeating's policy and according to the records our technician was referencing, he actedexactly as instructed by House of Heating's employersThe client became veryargumentative and belligerent, to the point where our technician could not continue theconversation and hung up the phoneShortly after, the client's boyfriend called ourtechnician back and threatened the technician and his family with bodily harmThetechnician again hung up on him and refused to answer any more calls from that number.The next day, the client's boyfriend called House of Heating's office number and leftvulgar and profane voicemail messages on our phoneAt this point we called the localpolice department to file a complaint against the boyfriendThey listened to thesevoicemail messages and filed a report on this issue.Prior to this action taken by the client, we would have certainly worked with the client tofind out what was wrong with the furnace that they had no heatHowever their actionstoward our service technician and voicemail messages left on the office phone made thedecision to part ways with this client an easy oneWe would have certainly stood by theequipment we installed, and done everything in our power to rectify the issues with thefurnace, but the attitude shown by the client prevented this from happening.To directly address each area of the customer's complaint:The customer stated that the furnace broke down every year of the 3-years of service.This is untrue as shown by the above sequence of eventsThe thermostat issue thecustomer referred to had nothing to do with the furnace, as the thermostat is a completelyseparate item.The customer stated that the technician told her to wait until Monday to talk to themanagerIf the customer would have been reasonable and not belligerent on the phone,our technician would have certainly called myself or one of the other owners that night todiscuss what to do, and most definitely would have helped get the furnace back up andrunning that nightAgain, the attitude towards our service technician prevented thisconversation from happening.The customer stated that House of Heating sells 'junk" equipmentWe have been sellingLennox equipment for more than yearsThis equipment has proven to be high qualityand very reliable in all areasHowever with any mechanical equipment there can beissues, and unfortunately this was one of those casesWe were certainly willing torectify these issues until the customer's verbal attacks prevented a continuingrelationship.The customer stated that they expect House of Heating to pay another contractor'sservice bill or go to an attorney, or give them a new furnace free of chargePrior to theverbal attacks by the customer, we would have done what we could to rectify thesituationSince then we have no interest in helping this customer in any way, and if thecustomer decides to go to court to dispute this, we will gladly meet them there.At House of Heating we pride ourselves on customer service and doing everything in ourpower to provide our customers with reliable systemsHowever in this case I see nopossible resolution, so they will remain on the "no service" list as poor examples ofhumanityWe will not perform any additional work for this client now or ever again