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Hudson Heating Co, Inc.

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Hudson Heating Co, Inc. Reviews (1)

Initial Business Response /* (1000, 9, 2016/03/09) */
[redacted]
Please see attached PDF Documents:
1. Written response to complaint
2. Service Work Order
(Revdex.com - converted from...

original document. See file.)
Mrs. [redacted] scheduled a service call with Hudson Heating on 1/29/16. Prior to this service call, the most recent service we had provided her was installation of her furnace on 1/26/07. In the 9 years post installation, we had not serviced or maintained her equipment per the manufacture's recommendation of yearly maintenance. She described to our office personnel that her furnace was making an intermittent Squealing sound. She also stated that there was a strong fuel oil smell. She explained that the oil filter and nozzle had not been changed in years. She had a family friend who used to change the filter and nozzle for her, but since he had passed away neither had been changed. Our office staff explained that a thorough clean and check on the furnace was advisable, especially since the manufacture recommends changing the filter on a yearly basis. A clean and check for an oil furnace is $175.00. We relayed this information to Mrs. [redacted], and assured her that we would have the correct filter and nozzle size on our service technician's vehicle. Our office staff called the manufacture to verify the nozzle and filter size for her furnace. Both items were then given to our service technician prior to arrival at Mrs. [redacted]'s home. At the end of her conversation with our office staff, Mrs. [redacted] seemed to be very pleased that we were able to attend to her service needs in such a timely manner, literally within hours of her initial call we would have a service technician at her home. It is our standard policy to call the customer prior to arrival. If our technician neglected to provide the customer with that courtesy call, we do apologize.
Hudson Heating is and always has been very committed to the training of our employees. Not only do they go through extensive training classes, but also rigorous training in the service field. This training is to ensure they are 100% prepared and able to perform their duties prior to being on their own in the field. We leave nothing to chance. In the trade industry, on the job training is essential to the success and competency of the service technician in training. Does this cost our customers extra money to have 2 technicians at the jobsite? Absolutely NOT. The $175,00 for the precision tune-up was quoted over the phone, and remained the same at the end of the Service call. The standard amount of time is 1.5 hours for an oil furnace tune-up. However, our service technician was addressing the issues of the oil smell and squealing sound coming from the furnace, in addition to the precision tune-up. Regardless of the amount of time it took, Mrs. [redacted] did not incur any additional charges in excess of the $175.00 previously quoted.
Per our service technician's diagnosis of the furnace, a puddle of oil was found at the bottom of the unit. This was a direct result of the homeowner pressing the "reset" button on the burner repeatedly. Pressing the "reset" button is a temporary fix that forces the system to start again when the furnace heat cycle will not start. The fact that this button was pressed so many times that it created a pool of oil inside the furnace, is proof that at some point, the customer was indeed without heat, prior to our arrival. The technician found that the amount of oil going into the burner was not an adequate amount to maintain combustion. There was a restriction in the line from the oil tank to the furnace, not allowing proper oil flow into the burner. The furnace cannot run properly without adequate fuel oil getting from the tank to the furnace.
It is essential to the functionality of oil furnaces that they receive yearly maintenance. This maintenance includes replacement of the oil filter and nozzle. Changing both these items yearly ensures that the oil flow to the furnace is not obstructed by sludge that accumulates and settles inside the bottom of the oil tank. We have many oil furnace customers in the area, whom we provide yearly maintenance. One of the major reasons for no heat calls regarding oil furnaces is when the customer has recently received a delivery of oil to their empty tank. The added oil stirs up the sediment/sludge at the bottom of the tank, causing it to rise to the top of the tank and create an obstruction in the nozzle. This sediment travels into the oil line, through the filter and then to the burner. This sludge in the system, creating obstruction in the filter and nozzle, will most certainly occur if the system is not maintained on a yearly basis.
During the clean and check our technician was unable to change the filter due to a broken shut off valve on the oil tank-stuck in the "on" position. This valve shuts the oil flow off to the furnace so the nozzle and filter can be changed. Again, we have not been out to this customer's home in 9 YEARS. The technician tried to get this valve to close with no results. Hudson Heating provided Mrs. [redacted] with a quote of $160.00 to replace the shut off valve and oil canister on the oil tank. In order to address the issue of the furnace Squealing, he quoted replacement of the Beckett Pump Assembly. Mrs. [redacted]'s York oil furnace is indeed a very common furnace. The Beckett Pump Assembly, is a separate entity from the furnace. When the technician called and spoke with the head of technical support from the manufacture distribution center, it was relayed that this particular pump was discontinued and no longer being manufactured. The representative stated that fortunately, he was able to locate the exact model of the obsolete pump at their storage facility in Oklahoma. Our technician explained that replacing the pump assembly would cure the squealing noise. Because the pump had been pumping air rather than oil, due to lack of maintenance, it had been damaged and needed replaced. Our service technician quoted $385.00 to replace the pump assembly. This price of $385.00 was clearly written on the service work order provided to Mrs. [redacted]. The quotation of $500.00 the customer is referring to, simply does not exist. Hudson Heating goes by flat rate pricing when providing a repair quote. Flat rate pricing takes the national average of said repair and is listed in our service
technician's Flat Rate Repair Guide. There is no guessing when it comes to repair quotes. The flat rate amount is a set repair amount clearly stated for our service technician's reference. The flat rate number that our service technician references on the work order states the repair price at $385.00, exactly what he had given. We informed the customer that the company who delivers their oil would need to remove the oil inside the tank prior to making the necessary repairs.
The oil company drained the oil tank, replaced the broken shut off valve, and filter. This is exactly what we had quoted as necessary repairs. I fail to see how providing an accurate repair quotation is a disservice to the customer? The oil company essentially verified our service tech's diagnosis as well as his recommended repairs.
As the owner of Hudson Heating Company, I make it a priority to build and maintain our relationships with our customers. I personally spoke with both Mrs. [redacted] and her son. Each customer is important to me, and I will always take the time to personally address any concerns of our customers. I tried repeatedly to explain how the oil furnace system works, and why our service technician recommended the repairs. I truly wanted both of them to understand the interworking of their furnace and oil tank. I believed relaying this knowledge would clear up any doubt in our capability. As a former United States Marine, my personal integrity demands that I give our customers nothing less than the respect they deserve. I do not accept Mrs.[redacted]'s son's blatant disregard of the facts and his attempts to insult our competency and commitment to customer Service. Hudson Heating provided timely service, proper diagnosis, and an accurate repair quote to Mrs. [redacted]. I believe in exceeding customer expectations. I do not believe in rewarding untruths and insults via refunding money for services rendered.
CUSTOMER COMPLAINTS
A. $500.00 Quoted repair for pump assembly replacement
FACTS
A. The repair amount remained the same as per original quote of $385.00 (See Attached Service Work Order)
CUSTOMER COMPLAINTS
B. Oil furnace heating properly prior to Hudson Heating's
FACTS
B. Customer hitting "reset" button repeatedly, oil in
arrival bottom of furnace-proof that heat was intermittent at best.
CUSTOMER COMPLAINTS
C. Valve broken in the off position.
FACTS
C. Per our work order, no such statement was made. If the valve was broken in the "off" position, we would have been able to change the filter and nozzle. Also there would not have been a pool of oil inside the bottom of the furnace.
CUSTOMER COMPLAINTS
D. Repeat Customer
FACTS
D. If customer were indeed a repeat customer, we would have record of yearly maintenance performed on the furnace post installation of furnace on 1/26/07.
CUSTOMER COMPLAINTS
E. Recommendation to use another Heating and Cooling FACTS
E. After many attempts to share my 30 years of industry Company in the future. knowledge in hopes of providing the customer a solid understanding of the service call details and proper operation/maintenance of the furnace.
CUSTOMER COMPLAINTS
F. Complaint to Revdex.com
FACTS
F. Mrs. [redacted] is not the author of this complaint, as the verbiage within the complaint is clearly written from her son's perspective. Therefore, it is unknown if Mrs. [redacted] herself is unhappy with the services provided by Hudson Heating Company.
Respectfully,
Joseph B[redacted]
President

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Address: 137 - C Owen Brown St, Hudson, Minnesota, United States, 44236-2811

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559 0 0
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