I am rejecting this response because:I would like to clarify with [redacted] as his first technician is not bring honest or telling him the truth First of all he spoke with my husband, not me, on the first visitWhen the company came out they said the problem was the thermal couple, never once did they say we needed a new water heater so obviously we were happy to hear thatWe were prepared to replace the water heater if needed After the 2nd technician came out [redacted] told myself that the thermal couple was just a band aidNow why would anyone pay $for a week of usage? Just not logical! By the way the water heater was only years old so once again your assumptions and diagnosis are wrongThe technician told us on the 2nd visit that we need to either replace the gas valve for $plus dollars or get a new water heaterOnce again now we have a different diagnosis so [redacted] please explain which repair was needed?? [redacted] you did offer to credit the $dollars towards a new water heater but the total was going to be approximately $which is outrageousWe have since replaced our water heater for $with all the upgrades and permitI am asking for a full refund and I have your thermal couple so you can have that back since that was not the problemWe feel you misdiagnosed the problem and I understand that happens but I feel you did not diagnose the problem correctly therefore I should not be held liable for the inadequate repairsPlease don't patronize us with using this as a learning tool for your company Sincerely, [redacted]
I have received this email regarding the customer Mrs*** (*** *** *** *** ***) I have reviewed all the technicians invoices and notesFrom my understanding we went to the customers home on the 20th of MayWe found a water heater roughly years oldWe recommended a full replacement
which included all proper upgrades and permit feesapproximately $to completeThe customer said that was not in there budgetBut asked was there anything else we could tryMy technician said he could try to replace the thermocoupler, but offered no warranty as with the age of the water heater this is a band-aid and no telling how long this would last for the cost of $The customer still did not want to replace the water heater so after collecting an approval signature, my technician went ahead and replaced the thermocoupler as requested by the customerHe even offered her a day full credit of the $towards a new water heater if this did not lastOn the 28th of May we received a call that the water heater was not lighting again(lasted about a week)I sent another technician out to confirm the firsts techs diagnosisAgain we recommended replacing the water heater and stood behind the day credit with the installation of a water heaterShe declined and was extremely upsetI received a call from her that day, and tried to reason with herShe was yelling and eventually hung up on meWe specialize in customer service and really try to help everyone we serviceI believe my technicians handled this exactly how they should haveI feel more of her anger is having no hot water heater and having to spend money not planned forWe have some great technicians and am very proud of over 300+ positive reviewsOur intention is to help everyone, in this case somehow we failed to please herWe as a company have pulled this service call, both the office phone recording, paperwork and actual service work to review as a opportunity to improve.Thanks So Much for your time,*** ***
Both options of a water heater and thermo-cuplar were presented on the first visit. The customer chose the thermo-cuplar option with no guarantee, please see invoice. Crystal blue did offer credit if it did not last, but it had to go to a new water heater. Consumer decided to replace water heater with another company at a cheaper rate, everyone has different prices and I can not change that. It was not misdiagnosed and she will not be offered a refund.
I am rejecting this response because:I would like to clarify with [redacted] as his first technician is not bring honest or telling him the truth. First of all he spoke with my husband, not me, on the first visit. When the company came out they said the problem was the thermal couple, never once did they say we needed a new water heater so obviously we were happy to hear that. We were prepared to replace the water heater if needed. After the 2nd technician came out [redacted] told myself that the thermal couple was just a band aid. Now why would anyone pay $289 for a week of usage? Just not logical! By the way the water heater was only 7 years old so once again your assumptions and diagnosis are wrong. The technician told us on the 2nd visit that we need to either replace the gas valve for $600 plus dollars or get a new water heater. Once again now we have a different diagnosis so [redacted] please explain which repair was needed?? [redacted] you did offer to credit the $289 dollars towards a new water heater but the total was going to be approximately $2000 which is outrageous. We have since replaced our water heater for $1350 with all the upgrades and permit. I am asking for a full refund and I have your thermal couple so you can have that back since that was not the problem. We feel you misdiagnosed the problem and I understand that happens but I feel you did not diagnose the problem correctly therefore I should not be held liable for the inadequate repairs. Please don't patronize us with using this as a learning tool for your company. Sincerely, [redacted]
I am rejecting this response because:I would like to clarify with [redacted] as his first technician is not bring honest or telling him the truth First of all he spoke with my husband, not me, on the first visitWhen the company came out they said the problem was the thermal couple, never once did they say we needed a new water heater so obviously we were happy to hear thatWe were prepared to replace the water heater if needed After the 2nd technician came out [redacted] told myself that the thermal couple was just a band aidNow why would anyone pay $for a week of usage? Just not logical! By the way the water heater was only years old so once again your assumptions and diagnosis are wrongThe technician told us on the 2nd visit that we need to either replace the gas valve for $plus dollars or get a new water heaterOnce again now we have a different diagnosis so [redacted] please explain which repair was needed?? [redacted] you did offer to credit the $dollars towards a new water heater but the total was going to be approximately $which is outrageousWe have since replaced our water heater for $with all the upgrades and permitI am asking for a full refund and I have your thermal couple so you can have that back since that was not the problemWe feel you misdiagnosed the problem and I understand that happens but I feel you did not diagnose the problem correctly therefore I should not be held liable for the inadequate repairsPlease don't patronize us with using this as a learning tool for your company Sincerely, [redacted]
I have received this email regarding the customer Mrs*** (*** *** *** *** ***) I have reviewed all the technicians invoices and notesFrom my understanding we went to the customers home on the 20th of MayWe found a water heater roughly years oldWe recommended a full replacement
which included all proper upgrades and permit feesapproximately $to completeThe customer said that was not in there budgetBut asked was there anything else we could tryMy technician said he could try to replace the thermocoupler, but offered no warranty as with the age of the water heater this is a band-aid and no telling how long this would last for the cost of $The customer still did not want to replace the water heater so after collecting an approval signature, my technician went ahead and replaced the thermocoupler as requested by the customerHe even offered her a day full credit of the $towards a new water heater if this did not lastOn the 28th of May we received a call that the water heater was not lighting again(lasted about a week)I sent another technician out to confirm the firsts techs diagnosisAgain we recommended replacing the water heater and stood behind the day credit with the installation of a water heaterShe declined and was extremely upsetI received a call from her that day, and tried to reason with herShe was yelling and eventually hung up on meWe specialize in customer service and really try to help everyone we serviceI believe my technicians handled this exactly how they should haveI feel more of her anger is having no hot water heater and having to spend money not planned forWe have some great technicians and am very proud of over 300+ positive reviewsOur intention is to help everyone, in this case somehow we failed to please herWe as a company have pulled this service call, both the office phone recording, paperwork and actual service work to review as a opportunity to improve.Thanks So Much for your time,*** ***
Both options of a water heater and thermo-cuplar were presented on the first visit. The customer chose the thermo-cuplar option with no guarantee, please see invoice. Crystal blue did offer credit if it did not last, but it had to go to a new water heater. Consumer decided to replace water heater with another company at a cheaper rate, everyone has different prices and I can not change that. It was not misdiagnosed and she will not be offered a refund.
I am rejecting this response because:I would like to clarify with [redacted] as his first technician is not bring honest or telling him the truth. First of all he spoke with my husband, not me, on the first visit. When the company came out they said the problem was the thermal couple, never once did they say we needed a new water heater so obviously we were happy to hear that. We were prepared to replace the water heater if needed. After the 2nd technician came out [redacted] told myself that the thermal couple was just a band aid. Now why would anyone pay $289 for a week of usage? Just not logical! By the way the water heater was only 7 years old so once again your assumptions and diagnosis are wrong. The technician told us on the 2nd visit that we need to either replace the gas valve for $600 plus dollars or get a new water heater. Once again now we have a different diagnosis so [redacted] please explain which repair was needed?? [redacted] you did offer to credit the $289 dollars towards a new water heater but the total was going to be approximately $2000 which is outrageous. We have since replaced our water heater for $1350 with all the upgrades and permit. I am asking for a full refund and I have your thermal couple so you can have that back since that was not the problem. We feel you misdiagnosed the problem and I understand that happens but I feel you did not diagnose the problem correctly therefore I should not be held liable for the inadequate repairs. Please don't patronize us with using this as a learning tool for your company. Sincerely, [redacted]