JDJ Comfort Systems

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 callOur teclmician cleaned the flame sensor and checked operationHe called in his findings to [redacted] and closed the work orderOn December 8th [redacted] called us back to this location for another no heat situationUpon 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 boilerOn December 15th customer called and asked about the installation verbally over the phone with JDJ sales managerThe 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 chargeTotal cost was $in which there was a rebate of$from [redacted] *** that our sales manager filed for her on her behalf to ensure proper filingOn December 17th we arrived to install the equipment Customer called that evening complaining that the house temperature didn't feel like it was workingWe talked to her over the phone some common thermostat adjustments for her to tryOn December 18th we returned under warranty to check the operationWe found that the thermostat was set for degrees and that the room temperature was degreesBoiler was functioning properlyOn December 28th in the evening customer called again because she was still feeling coldWe returned on December 29th with non programmable thermostat because the customer was having difficulty understanding the programmable thermostatsWe offered to change out the thermostats at no charge but customer declinedShe noted that her son had set the thermostats at degrees last night and it was comfortable so technician programmed all thermostats to run at degreesOn January 8th the customer called once again complaining not warm enoughTechnician found a new problem with a circulator pumpManufacturer 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 circulatorOn January 20th she called stating her second floor had no heat and water was leakingThe upstairs heat was fineThe water leak was from an air vent in her existing heat pipingThis piping was not part of the original installation performed on December 17th and therefore a billable repairWe didn't charge her for the visit that dayWe 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 itThis repair can require technician to drain, refill and purge system causing the repair to be higher due to labor intenseCustomer scheduled to have it done then called the next day to cancelWe haven't heard from her at all since thenAs president of JDJ I feel we did everything possible to rectify her situation and that it was her choice to solicit another companyEach company has their own opinions on how they would install equipmentI can attest that we follow all guidelines set forth by our distributors and by codes in each of the cities and towns we work inIf you have any further questions I can be reached at ###-###-####Sincerely, Tammy JPresident and CFO of JDJ Comfort Systems, Inc

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