Interstate the Heating & Cooling Professionals

I would like to apologize to the [redacted] We will be glad to take the thermostat back and refund the $plus $tax for a total of $81.00.Sorry this got to this pointPlease contact me to return the thermostat.Sincerely,John [redacted] Pres.Interstate Heating Inc

I'm sorry this complaint was not responded toIt was my faultI went on vacation the day after receiving this and it got lost in the shuffle when I returnedI apologize! I feel bad that the [redacted] have lost faith in our companyWe have been servicing their equipment since we installed it in We've always treated them fairly and we've had a good working relationshipI understand their frustration but they are remembering a few things wrongThe first call on 10/was for a cleaningIt had been several years so an additional hour was needed to do a thorough cleaningWhen we left the furnace was workingI have attached the billIt's a little hard to read on this copy but our technician did make a note that the inducer motor was noisy and making a vibrationIt was on it's way out and should be replacedOn 10/they called because they had no heatAt this time we replaced the inducer motor and found that the limit switch had also gone badThis can happen when an inducer goes because the limit switch gets overheatedAt this point the [redacted] decided to get another contractor involvedI wish they would have let us finish the job but it's their prerogative to switch contractorsThings happen with year old equipment that has had spotty service over the years I feel bad about losing them as a customer but we have done nothing wrongRespectfully, John [redacted] Pres

We're sorry that the [redacted] feel cheatedThe second contractor lied to themWe have been in the business for years and we have the most sophisticated equipment to sniff out these slow leaks that are hard to findCoil leaks are one of the most common causes of slow loss of refrigerantThe other contractor knows that and is probably just trying to make us look badMrs [redacted] stated that before we came to the residence their neighbor added refrigerant to the systemThere is obviously a leak if they were low on refrigerant!! Mrs [redacted] observed while our technician found a leak in the back right corner of the coilWe gave them some options to fix this problem.Apparently they had another company come in that was not professional enough to find the leak(please explain how the system lost refrigerant without a leak??) They pumped up the system, bad mouthed us and left.Next season when the [redacted] are low on refrigerant again they will know who was right.We're sorry that they got mixed upp with a contractor that was unable to find the leak in their system but we stand by our diagnosis.Respectfully,John [redacted] Pres

Hi [redacted] We contacted Mr [redacted] on 1/10/18.There are some areas that need attention to make them look nicerMr [redacted] is going away the month of February Our Service MgrCraig [redacted] and Mr [redacted] have agreed to address the problems when he returnsWe will contact him the beginning of March to fix the needed areasWe are sorry for any lack of attention on our partWe will make things right.Sincerely,John [redacted] PresInterstate Heating Inc

[redacted] called and rejected the business response because: They charged me $and never fixed the problemWe called someone else because I waiting days later for them to get the thermopile and it was the wrong diagnosisI was told by the other business that it would not have been the thermopile to start withTherefore I believe they replaced the part that was not necessaryThe $billing adjustment is not enoughI feel that given their knowledge was not enough to rectify the problem, I should only have to pay for the service call of $135.95, I cannot even tell you what the second line on the bill says

We did install a pilot assembly on the *** 's floor furnaceThat was our original diagnosisIt may have been a misdiagnosis or it's also possible that the unit needed both partsSometimes it can take a couple of tries to get to the root cause of a problemAs you can clearly see on the bottom
of their bill that after installing the thermopile we stated that they need a new gas valveThat was our diagnosis not the other company'sI don't know why they called someone else to put in the gas valve but that's their choiceWe would have been glad to do it for themThen we could have put the original thermopile back on the unit to determine if that was needed or notI'm sorry for the frustration the *** 's felt during this process however we did nothing wrong in my opinionDespite that we are willing to remove the $cost of the thermopile from their billWe were never given a chance to see if it was in fact needed but as a show of good faith I will eat the cost of that partWe will send an adjusted bill out which we would ask them to pay in a timely fashionRespectfully, John B. Pres

I'm sorry this complaint was not responded toIt was my faultI went on vacation the day after receiving this and it got lost in the shuffle when I returnedI apologize!I feel bad that the *** have lost faith in our companyWe have been servicing their equipment since we installed it in
We've always treated them fairly and we've had a good working relationshipI understand their frustration but they are remembering a few things wrongThe first call on 10/was for a cleaningIt had been several years so an additional hour was needed to do a thorough cleaningWhen we left the furnace was workingI have attached the billIt's a little hard to read on this copy but our technician did make a note that the inducer motor was noisy and making a vibrationIt was on it's way out and should be replacedOn 10/they called because they had no heatAt this time we replaced the inducer motor and found that the limit switch had also gone badThis can happen when an inducer goes because the limit switch gets overheatedAt this point the *** decided to get another contractor involved.I wish they would have let us finish the job but it's their prerogative to switch contractorsThings happen with year old equipment that has had spotty service over the years. I feel bad about losing them as a customer but we have done nothing wrong.Respectfully,John *** Pres

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

We're sorry that the *** feel cheatedThe second contractor lied to themWe have been in the business for years and we have the most sophisticated equipment to sniff out these slow leaks that are hard to findCoil leaks are one of the most common causes of slow loss of refrigerant
The other contractor knows that and is probably just trying to make us look badMrs*** stated that before we came to the residence their neighbor added refrigerant to the systemThere is obviously a leak if they were low on refrigerant!! Mrs*** observed while our technician found a leak in the back right corner of the coilWe gave them some options to fix this problemApparently they had another company come in that was not professional enough to find the leak(please explain how the system lost refrigerant without a leak??) They pumped up the system, bad mouthed us and leftNext season when the *** are low on refrigerant again they will know who was rightWe're sorry that they got mixed upp with a contractor that was unable to find the leak in their system but we stand by our diagnosisRespectfully,
John *** Pres

I'm sorry but I guess we are at an impasse. I was more than fair with the first responseWe DID diagnose the original problem and they had someone else install the gas valve we recommendedI don't know who the other person/company was but anyone can replace a part once the diagnosis is madeI stand by my original offer to remove the power pile from the bill even though we paid for it and we were never given a chance to return and see if it was in fact needed. Please pay the reduced bill ASAPJohn BPresInterstate Heating Inc

I would like to apologize to the [redacted]We will be glad to take the thermostat back and refund the $75.00 plus $6.00 tax for a total of $81.00.Sorry this got to this point. Please contact me to return the thermostat.Sincerely,John [redacted] Pres.Interstate Heating Inc.

I'm sorry this complaint was not responded to. It was my fault. I went on vacation the day after receiving this and it got lost in the shuffle when I returned. I apologize!
I feel bad that the [redacted] have lost faith in our company. We have been servicing their equipment since we...

installed it in 2004. We've always treated them fairly and we've had a good working relationship. I understand their frustration but they are remembering a few things wrong. The first call on 10/25 was for a cleaning. It had been several years so an additional hour was needed to do a thorough cleaning. When we left the furnace was working. I have attached the bill. It's a little hard to read on this copy but our technician did make a note that the inducer motor was noisy and making a vibration. It was on it's way out and should be replaced. On 10/28 they called because they had no heat. At this time we replaced the inducer motor and found that the limit switch had also gone bad. This can happen when an inducer goes because the limit switch gets overheated. At this point the [redacted] decided to get another contractor involved.
I wish they would have let us finish the job but it's their prerogative to switch contractors. Things happen with 12 year old equipment that has had spotty service over the years. 
I feel bad about losing them as a customer but we have done nothing wrong.
Respectfully,
John [redacted] Pres.

[redacted] called and rejected the business response because: They charged me $348 and never fixed the problem. We called someone else because I waiting 14 days later for them to get the thermopile and it was the wrong diagnosis. I was told by the other business that it would not have been the thermopile to start with. Therefore I believe they replaced the part that was not necessary. The $90 billing adjustment is not enough. I feel that given their knowledge was not enough to rectify the problem, I should only have to pay for the service call of  $135.95, I cannot even tell you what the second line on the bill says.

We're sorry the [redacted] have had these issues and we would like to keep them as customers. There are some misstatements in their complaint that I will explain.The system they are referencing was installed in 2011. The original call (6/12/17) was because the air conditioning wasn't running. The...

unit had not been cleaned since the original installation. Our service tech removed a garbage bag full of pet hair from the unit which had plugged up the coils. They were charged $214.89 for that call. when we left the AC was working. They called us 3 weeks later about the AC not working well. We went out checked the system and everything was working fine. No charge for the follow up call. The next time we went out 9/12/17 was for a heating issue and had nothing to do with the first call. We replaced the ignitor and the unit started but wouldn't shut down. At that time our tech felt there was an issue with the gas well. We asked them to get the well service. Private wells are supposed to be serviced and inspected every six months. The [redacted] had never had a service done. The burner inshots were plugged which is a sign that there was gas pressure issues. On 9/19 we went back out and cleared the inshots which made the unit run better but it was hitting high limit and shutting down. This needed further investigation but the [redacted] did not want us back. The person that came from Buffalo said the blower was running backwards. This is impossible. It's a one directional 220 blower motor that can only run in one direction. It was wired by the factory and had worked fine since 2011. The [redacted] must have misunderstood his explanation or he fibbed to them. I'm disappointed that the [redacted] did not let us continue to work on the heating issues because we would have gotten to the rooot cause and fixed it properly.In closing; the two problems were unrelated and the first call for the AC was solved satisfactorily. The explanation given to them by the other service company about the heating problem can't be true and doesn't make any sense. I hope the service person has left them with a safe system. In an effort to try and mend fences I am willing to refund the last call we did for the [redacted] on 9/28/17 $204.28. I hope this gesture makes them feel a little better about us and I truly hope they are safe with this system that had something very wrong with it. Sincerely,John [redacted] Pres.Interstate Heating Inc.

Hi [redacted] We contacted Mr [redacted] on 1/10/18.There are some areas that need attention to make them look nicer. Mr [redacted] is going away the month of February.  Our Service Mgr. Craig [redacted] and Mr [redacted] have agreed to address the problems when he returns. We will contact him the...

beginning of March to fix the needed areas. We are sorry for any lack of attention on our part. We will make things right.Sincerely,John [redacted] Pres. Interstate Heating Inc.

We're sorry that the [redacted] feel cheated. The second contractor lied to them. We have been in the business for 27 years and we have the most sophisticated equipment to sniff out these slow leaks that are hard to find. Coil leaks are one of the most common causes of slow loss of refrigerant. The...

other contractor knows that and is probably just trying to make us look badMrs. [redacted] stated that before we came to the residence their neighbor added refrigerant to the system. There is obviously a leak if they were low on refrigerant!! Mrs. [redacted] observed while our technician found a leak in the back right corner of the coil. We gave them some options to fix this problem.Apparently they had another company come in that was not professional enough to find the leak. (please explain how the system lost refrigerant without a leak??) They pumped up the system, bad mouthed us and left.Next season when the [redacted] are low on refrigerant again they will know who was right.We're sorry that they got mixed upp with a contractor that was unable to find the leak in their system but we stand by our diagnosis.Respectfully,John [redacted] Pres.