King's Heating Inc

On September 21, Mr***called our office and requested a service call to see if a water leak on hiswater tank could be repairedHe was made aware that there would be a $139.00diagnosis fee for our service tech to come out. If *** had asked to get a price on REPLACING his hot water
tank hewould have been referred to a sales personThis appointment for a newinstallation would have been a freeHechose to have a tech come out.Our technician arrived at thehouse and determined the tank was not repairableThe tech saw that there wasleaking from the top AND bottom of the tank. After discussing replacement options with *** our tech asked him if he would like aninspection of his furnaceMr*** agreed. This brand and age of furnace often gets cracks in the heatexchanger. Also looking at theadditional equipment is a standard procedure, even performed by the gascompany. Our technician performed thisat no additional chargeWhen our tech informed the customer that there was acrack in the heat exchanger *** immediately became defensive. He was accusing our tech of trying topressure him into buying a furnace also. At no time did our service technician give him a price on a new furnace,only informing *** on the condition of his equipmentWe went out on the 21stand *** called us after the tech left to tell us he felt ‘pressured.’ Wenever contacted him any further to try and sell him anythingWe don’t seewhere the ‘pressure’ was coming from. Heknew, after we diagnosed the hotwater tank, that the tank could not be repaired (diagnosis fee $139.00)Afterlooking at his furnace, for free, we recommendedhe replace or repair his furnace since the heat exchanger is crackedOurtech asked *** if he would like to feel the crack on the heat exchanger, buthe chose not to. Our office personneltold him that if he doesn’t choose to get his furnace replaced or repaired wewould recommend he gets CO detectors for his safety.We called *** on Thursdayafter receiving notice from Revdex.comNo return callWe called again on Monday and gota hold of him. Our service manager triedto have a conversation with himHe was extremely defensive and not receptiveto our side of the situation.We went out as per ***’srequest. He was made aware of thediagnosis fee when he set the appointmentWe diagnosed the tank, and chargedhim EXACTLY what we told him, $plus tax, nothing more.Our company is not a highpressure sales companyWe want to do what is best for our customersWe takepride in thatWe would recommend Mr***call the gas company and have them come look at his furnaceThis is a freeservice provided by the gas company. This is for his safety as well as all others in the home