Jack O'Connor Plumbing & Heating

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is mostly satisfactory to meAlthough I appreciate Mr[redacted] s efforts,the fact remains that this entire ordeal lasted months,took visits and almost days of the car being in a Midas shop to resolve.Mr [redacted] did step up to resolve the issue which is commendable.Thank you to the Revdex.com for your assistance [redacted]

A technician responded to the no heat call mentioned in the complaintHe replaced the thermostat and did tell the customer that they would be refunded if it was not the thermostatThe next time the heat went out, the same technician was called backHe called the tech support department for the furnace manufacturerHe did all the diagnostics (over hours of labor) and was told by the furnace company that it was a cracked heat exchanger and the furnace would need to replacedWe called our local distributor and got pricingWe gave the customer all of the pricing optionsIncluding an option for them to get a [redacted] gift card back from the distributorWe did not charge them for that hour appointmentOur technician did indeed explain the carbon monoxide issue to themThe woman customer spoke with the office several times, adding up to at least 3-hours overallAfter the initial appointment, when they paid the $253.50, our technician went back out two more times to temporarily get their heat going for themThat does not include the hour diagnostic appointment going over everything with [redacted] tech supportThey received $in free appointmentsWe did not charge them for those appointments at time of service because we thought they would have us do the furnace replacementWhen they stopped calling us we figured they were not replacing the furnace or had decided to go a different routeNeither one of the homeowners called to complain or ask for any refundsWe highly dispute these claims and would never put anyone in danger with carbon monoxideWe have always given warning in these situations and definitely did in this one as well

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] We called [redacted] on 12/15/and was informed by the tech [redacted] that it was our thermostat [redacted] stated that if it was not the thermostat we would not be billed for it however the service call was COH which I paid for by a check We called them back that same night and [redacted] came back out and told my husband to keep turning the switch on and off that it would at least warm the houseHe was not there for hours The switch that he told my husband to keep turning on and off was the cause for the small leak of carbon dioxideI continued to call [redacted] who is ***s daughter and kept getting the run around I was told that they had an emergency replacement furnace that they had been working on all weekend and that they would get to us when they could I have photo messages of the text we sent to [redacted] ’s techs that are unanswered because they never came back out I have an email dated 12/21/asking for the estimate and [redacted] emailed me back saying they were waiting for another company [redacted] to get back to them with information I emailed her back on 12/22/and called her with the information that was needed I never heard from her again I emailed her on 12/23/asking for an update before the long weekend came I emailed her again on 12/29/at 900am and NEVER heard back from her I then contact another company on 12/29/and that same day they had the furnace replace and up and running within hoursThey also used the same company [redacted] for all their part and where able to come to my home and give me an estimate on the stop [redacted] NEVER told it was a cracked heat exchange it was the other company that came out and told us that it was that just by the same it was giving off [redacted] did not say the whole until needed to be replace they said we could replace the kick-back switch but that would be labor intense because they would have to take it apart I have NO email of this “so called pricing” that [redacted] states they gave us I do have the email requesting pricing and them not responding The company claims I talked to them for over 3-hours and that they charge for these calls but then states that I stop calling and they thought we went in a different direction I myself I’m confused by this for two reasons one who charges a customer for phone calls and two CLEARLY I was trying to get them to finish the job that they said they would No tech came back out to my house as I work retail and so does my husband so we were not home for this so called hour appointmentWhat was this appointment for? All conversation took place over email and a few conversations took place with [redacted] over the phone Like I stated I have all my documents to back this Emails that are unanswered, call logs from my cell phone company that do NOT equal 3-hours as stated by [redacted] This made up number by this company is not ok I have two children, this company put in danger and what mother would stay in a home and use a furnace that could kill her family for days is not a kind of mother I would call myself The point is I had no heat for days dealing with [redacted] , days they endangered my family, days they exposed my family to carbon monoxide I would like the $in medical bills and my money back for the thermostat Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is mostly satisfactory to meAlthough I appreciate Mr.***s efforts,the fact remains that this entire ordeal lasted months,took visits and almost days of the car being in a Midas shop to resolve.Mr *** did step up to resolve the issue which is commendable.Thank you to the Revdex.com for your assistance
*** ***

A technician responded to the no heat call mentioned in the complaintHe replaced the thermostat and did tell the customer that they would be refunded if it was not the thermostatThe next time the heat went out, the same technician was called backHe called the tech support department for the
furnace manufacturerHe did all the diagnostics (over hours of labor) and was told by the furnace company that it was a cracked heat exchanger and the furnace would need to replacedWe called our local distributor and got pricingWe gave the customer all of the pricing optionsIncluding an option for them to get a *** gift card back from the distributorWe did not charge them for that hour appointmentOur technician did indeed explain the carbon monoxide issue to themThe woman customer spoke with the office several times, adding up to at least 3-hours overallAfter the initial appointment, when they paid the $253.50, our technician went back out two more times to temporarily get their heat going for themThat does not include the hour diagnostic appointment going over everything with *** tech supportThey received $in free appointmentsWe did not charge them for those appointments at time of service because we thought they would have us do the furnace replacementWhen they stopped calling us we figured they were not replacing the furnace or had decided to go a different routeNeither one of the homeowners called to complain or ask for any refundsWe highly dispute these claims and would never put anyone in danger with carbon monoxideWe have always given warning in these situations and definitely did in this one as well

After receiving this complaint we called the customer to get a better understanding of the sequence of events and asked that they bring the car back so I, as the business owner, could personally oversee the corrective actionOn July 5th, customer brought car to our shop on Juan Tabo at my
request where my office is located. The root of the persistent problem although an anti-lock brake (ABS) issue was actually an electrical problem and not solely a brake problem.I asked that the car be left with us for a series of diagnostic tests which was agreed to by customerAfter diagnostic testing, we determined that the ABS control module was the faulty part and replaced it at no additional charge as well as a tire pressure monitoring sensor (TPMS) that had now been illuminatedCustomer stated the TPMS sensor was damaged at a tire shop. After the car was repaired at no additional charge we asked the customer to drive the vehicle for a few days and get back to us and let us know the vehicle was repaired to their satisfactionCustomer called on Monday July 11th and reported the problem had been resolved with the ABS light but was still unsure the charges at the San Mateo location were necessary.On July 13th we agreed to meet at my office and review all the work preformed over the last couple years which we didI'm happy to report that we were able to reach an agreement that would satisfy the customer. The agreement included a partial refund as a gesture of goodwill as we could have done a better job of communication from the beginning.Craig H***Midas Albuquerque

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
We called *** *** on 12/15/and was informed by the tech *** that it was our thermostat. *** stated that if it was not the thermostat we would not be billed for it however the service call was COH which I paid for by a check. We called them back that same night and *** came back out and told my husband to keep turning the switch on and off that it would at least warm the houseHe was not there for hours. The switch that he told my husband to keep turning on and off was the cause for the small leak of carbon dioxideI continued to call *** who is ***s daughter and kept getting the run around. I was told that they had an emergency replacement furnace that they had been working on all weekend and that they would get to us when they could. I have photo messages of the text we sent to *** ***’s techs that are unanswered because they never came back out. I have an email dated 12/21/asking for the estimate and *** emailed me back saying they were waiting for another company *** to get back to them with information. I emailed her back on 12/22/and called her with the information that was needed. I never heard from her again. I emailed her on 12/23/asking for an update before the long weekend came. I emailed her again on 12/29/at 900am and NEVER heard back from her. I then contact another company on 12/29/and that same day they had the furnace replace and up and running within hoursThey also used the same company *** for all their part and where able to come to my home and give me an estimate on the stop*** *** NEVER told it was a cracked heat exchange it was the other company that came out and told us that it was that just by the same it was giving off. *** *** did not say the whole until needed to be replace they said we could replace the kick-back switch but that would be labor intense because they would have to take it apart. I have NO email of this “so called pricing” that *** *** states they gave us. I do have the email requesting pricing and them not responding. The company claims I talked to them for over 3-hours and that they charge for these calls…but then states that I stop calling and they thought we went in a different direction. I myself I’m confused by this for two reasons one who charges a customer for phone calls and two CLEARLY I was trying to get them to finish the job that they said they would. No tech came back out to my house as I work retail and so does my husband so we were not home for this so called hour appointmentWhat was this appointment for? All conversation took place over email and a few conversations took place with *** over the phone. Like I stated I have all my documents to back this. Emails that are unanswered, call logs from my cell phone company that do NOT equal 3-hours as stated by *** ***This made up number by this company is not ok. I have two children, this company put in danger and what mother would stay in a home and use a furnace that could kill her family for days is not a kind of mother I would call myself. The point is I had no heat for days dealing with *** ***, days they endangered my family, days they exposed my family to carbon monoxide. I would like the $in medical bills and my money back for the thermostat
Regards,
*** ***