Keith Pumper Plumbing & Heating Inc

Initial Business Response /* (1000, 5, 2015/12/08) */
The furnace that *** (Customer) is referencing in her complaint was installed by Keith Pumper Plumbing and Heating Inc(KPP) in the beginning of Under Minnesota building code law, the furnace is warranted for two years from date of
installationWe warranty our labor for one year from date of installationWe were called by *** to clean and service the furnace on October 29th, It was explained to *** that the furnace was no longer under warrantyShe disagreed with this since this was the first time the furnace had been used according to herIt was explained that it does not matter that the furnace has not been used since the installationThe warranty begins on the date of installation, not the date it was first used by the customerWe did service and clean the furnace on October 29, We billed for a service call which remains unpaidShe had spoken with our service person, Aaron, who was on-call overnight November 26th*** then called our office on Friday, November 27th to explain that she had Ferrell Gas at her home overnight and they found no gas leaks but still needed a service person to look at her furnace that dayI explained that we did not have a service person available until Monday, December 30th because of the holiday weekend*** stated that it was not acceptableI told her I would need to call the owner and call her backI spoke to Keith, the owner, regarding the issue, who in turn spoke with AaronThe decision was made that the problem could wait until MondayI called *** back and explained that we did not have anyone available until Monday*** expressed that she was heading back to Illinois on Saturday and she would not be here on MondayI explained she had two options: 1) Wait until Monday for us to come or 2) Call another furnace repair company who might be able to get there sooner*** continued to express her dismay and I repeated her optionsI finally ended the conversation by stating "Goodbye, ***," and then hung up
We recommend *** go to www.goodmanmfg.com and review the warranty information for her furnaceShe will need the serial number, model number, her last name and her zip code to obtain any warranty information pertaining to her furnaceIn any case, because the date of installation was nearly seven(7) years ago, the cost of labor to identify any service needed and the cost to repair/install the equipment is NOT covered by any warranty and would be payable by *** at the time of service
After *** has reviewed the warranty information for her furnace, she is welcome to call us to do the service work or she may call any other furnace repair company of her choice
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keith Pumper Heating seems more concerned about a warranty or lack of warranty of a furnace they sold me than they were about my life or the safety of my home
Can you imagine I arrive at my home pm Thanksgiving night to find my home without heat and filled with explosive propane gas fumesFerrell Gas came out within two hours and determined the problem was with the furnaceI left a voice mail message for Pumper Heating to call me in the morning regarding a very dangerous gas leak
The next morning, the owner of Keith Pumper Heating apparently found it wasn't convenient for them to send someone out to try to find and fix the gas leak in the furnace they sold and installed at my propertyI was told I should wait three days and then they would get around to sending someone out
Propane gas leaks fumes are life threatening and explosiveYou can die from them and they can blow up your property with you in it if ignited by a pilot light or a spark, etcIf you own or work for a Heating Business, you should have, find or outsource to,someone who can do an emergency service call day or nightI wasn't even asking for an emergency call! It was a business work dayOr if you just don't have anyone, at the very least, show some concern for your customer's safety and well being especially when the fumes are coming from a leak in a furnace bought from and installed by Keith Pumper Heating
I wonder how Keith Pumper would have felt had the house blown up with me in it over the weekend while waiting for Monday's service schedule! It doesn't sound like they were very concerned about my safety or life during the weekend after ThanksgivingI guess Keith Pumper and all his employees had post holiday weekend plans! Apparently a gas leak coming from a faulty furnace installed by their own company wasn't important enough to change any of their plans
I think the company owes me an apology for the way they handled this situation! They showed a complete disregard for my safetyI did find another Heat Contractor who came out the same day, found and fixed the leak and made several follow up calls and three visits to make sure the furnace and gas lines didn't continue to leak and that I was ok
That's customer service! But hanging up on a worried customer's phone call with a major home furnace gas leak after you have also told them you won't do anything for three days! Wow! That is something else!