Keith Heating & Cooling, Inc.

(Revdex.com - converted from original document See file.)Thank you for bringing this to our attention. Years ago Ms*** joined our Club Membership Program (see attached signed application)Ms*** has enjoyed discounts and Precision Tune Ups as agreed upon as a member of the Club
Membership Program.Ms*** correctly states that she did not receive the promised Precision TuneUps on her gas furnace as agreed upon for two of the years that she was a Club MemberWhat Ms*** neglects to inform us is that when we called her repeatedly in an attempt to schedule the Precision TuneUps and left several messages, Ms*** ignored our phone messages and neglected to call us back.We are happy to schedule the Precision TuneUps for our clients as we agreed and the vast majority of our clients do call us or return our calls to schedule these servicesIn fact, due to many of our clients being unable to be home during a weekday, we now have evening & Saturday appointments available, too, at no extra charge. Yours truly, Keith G***, President

Business owner stated that he talked to the consumer on Saturday.  They have come to an agreement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as the business...

owner is able to confirm that the debt collector working on his behalf discontinues its efforts.  I mailed a check for the agreed amount on 9/5/17 but have not seen the cashed check post yet in my bank software.  This resolution will be satisfactory and complete when the check clears and when the collection agency contacts me and informs me that it is satisfied and will no longer pursue collection.

Thank you for bringing this to our attention.  I have attempted to contact [redacted] by phone 3 times in the past two weeks. I left a message all 3 times. [redacted] has not returned my calls. (12/22/2017 1:23 PM, 12/26/2017 2:06PM & 1/3/2018 1:33 PM). We do perform a safety inspection...

of all heat exchangers on our service calls in order to insure our client's safety. We perform these inspections in accordance with. American Gas Association Fact Sheet dated December 1986 (AGA Fact Sheet). We also use a Book titled "The Documentation Book of Furnace Heat Exchanger Failure". This book is listed with the Library of Congress and is an authority on where to look tbr heat exchanger failure in gas furnaces. On page 27 of this publication (Fourth Edition) we see that [redacted]'s furnace has a. known location of failure exactly where our technician found the cracked heat exchanger. My service manager and I both reviewed our technician's recorded video of the heat exchanger inspection and we concur that [redacted]'s heat exchanger is indeed cracked and the heat exchanger should either be replaced or the entire furnace should be replaced in accordance with The AG.A Fact Sheet from which I will quote, "Any visible crack or hole ...is reason for requiring replacement of the heat exchanger or furnace." (Emphasis added). Checking a client's furnace and heat exchanger for safety is not a scare tactic as [redacted] alleges, hut a normal function of a competent technician's assessment of the furnace. In fact, had we not checked [redacted]'s furnace heat exchanger for safety and had [redacted] or a member of his family been injured from carbon monoxide poisoning, [redacted] and/or his heirs would likely be suing us for malpractice and claiming our incompetence.  If I had a furnace technician in my home, I would prefer the technician follow published industry guidelines in order to insure my and my family's safety! I think we all would. As to why my competitor, a plumber, failed to properly inspect [redacted]'s heat exchanger and advise [redacted] of the failure is anyone's guess.  I have no control over other company's regard of industry guidelines. Because [redacted] would not return my phone calls and as a gesture of goodwill we are offering here to send a different senior technician out to [redacted]'s home at no charge and re­inspect the heat exchanger. We will point out the crack(s) in the heat exchanger and re-explain the requirement of the AGA to either replace the in-warranty heat exchanger or to replace the furnace. Again, this is not our requirement, but The American Gas Association's requirement.Yours truly, Keith G[redacted], President

I am rejecting this response because: I am unhappy with the service and want my payment returned, because the issues detected by the furnace's own diagnostic system were not repaired, or even adequately address. Since I am apparently not going to get my payment back, I see no need to speak with Keith. First, I have always had a carbon monoxide detector in this home and it has never detected any CO. Second, I have never read any news reports of anyone dying in a home from CO due to a heat exchanger, only from automobile exhaust leaking inside. Third, I've always heard about the heat exchanger scam. When Keith's receptionist took my initial call she remarked that, since our furnace was 18 years old it was probably time for it be replaced. That was before the serviceman was even dispatched. In my last two homes, the furnaces were running after 50 and 40 years of service respectively. The latter only died after a massive flood. [redacted] has performed a lot of work for me over the years, and I have always been satisfied with their service. My only regret is not calling them first. I would like to thank the Better Bureau Bureau for allowing me to vent my frustration and disappointment.