JDJ Comfort Systems Inc.

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.  I am complaining about the shut off value they didn't install. The other company had to have a hose to drain the water so he could put the  float value on.  The JDJ company should have Installed a valve on return side for bleeding purpose to shut the water off. Regards, [redacted]

Response taken by phone:  We installed the valve at no cost to the consumer.

Customer was a member of [redacted], a home warranty insurance company and was sent to us through them on November 20th for a no heat call. Our teclmician cleaned the flame sensor and checked operation. He called in his findings to [redacted] and closed the...

work order. On December 8th [redacted] called us back to this location for another no heat situation. Upon arrival the technician found a hole in the water coil in the heat exchanger. [redacted] was given this information along with a proposal for JDJ to replace the system. [redacted] notified the customer that the replacement exceeded their contract allowance and that she had a choice to buy out her remaining contract and hire a company to replace the boiler. On December 15th customer called and asked about the installation verbally over the phone with JDJ sales manager. The sales manager discussed installing all necessary items along with a [redacted] boiler to existing hot water and heating zones and included three thermostats at no additional charge. Total cost was $5675 in which there was a rebate of$610 from [redacted] that our sales manager filed for her on her behalf to ensure proper filing. On December 17th we arrived to install the equipment Customer called that evening complaining that the house temperature didn't feel like it was working. We talked to her over the phone some common thermostat adjustments for her to try. On December 18th we returned under warranty to check the operation. We found that the thermostat was set for 68 degrees and that the room temperature was 68 degrees. Boiler was functioning properly. On December 28th in the evening customer called again because she was still feeling cold. We returned on December 29th with non programmable thermostat because the customer was having difficulty understanding the programmable thermostats. We offered to change out the thermostats at no charge but customer declined. She noted that her son had set the thermostats at 78 degrees last night and it was comfortable so technician programmed all thermostats to run at 78 degrees. On January 8th the customer called once again complaining not warm enough. Technician found a new problem with a circulator pump. Manufacturer ovenighted circulator pump but due to the weekend it wasn't swapped out until January 11th . We returned the morning of the 11th under warranty to install the circulator. On January 20th she called stating her second floor had no heat and water was leaking. The upstairs heat was fine. The water leak was from an air vent in her existing heat piping. This piping was not part of the original installation performed on December 17th and therefore a billable repair. We didn't charge her for the visit that day. We quoted her the price to replace the air vent over the phone based on the cost of the part and the time needed to replace it. This repair can require technician to drain, refill and purge system causing the repair to be higher due to labor intense. Customer scheduled to have it done then called the next day to cancel. We haven't heard from her at all since then. As president of JDJ I feel we did everything possible to rectify her situation and that it was her choice to solicit another company. Each company has their own opinions on how they would install equipment. I can attest that we follow all guidelines set forth by our distributors and by codes in each of the cities and towns we work in. If you have any further questions I can be reached at ###-###-####. Sincerely,  Tammy J. President and CFO of JDJ Comfort Systems, Inc.