We are familiar with Mrs [redacted] and have had manyconversations with her We are aware of her request for a refund toinclude a refund for services performed by another company.The service history for this customer is extensive Asummary of it is as follows:-New furnace was installed in August of 2012-KLEBS service technician performed factoryupgrades in August of (No Charge)-KLEBS performed a complimentary maintenance onthe furnace in September of (No Charge)-KLEBS performed service to the equipment on1-16-related to a dirty filter The equipment was out of warranty,and the customer was charged our service rates.-KLEBS performed adjustment to the condensatepiping and performed additional operational checks on the unit on 1-31-(NoCharge)At this time, as shown here, KLEBS has made numerous callsat no charge to the customer, even after our year warranty expired (In factover years into furnace operation) The one billable call was toaddress the unit not working (No Heat) in which we diagnosed related to a dirtyfilterWe have no control over the customer calling anothercontractor to work on her furnace, and as she indicated this contractor was notproperly trained or certified to work on the [redacted] product KLEBS has gonethrough extensive training through *** We see no basis for requestingKLEBS to reimburse labor costs for work that another contractor did, who wasnot qualified to work on the system, especially considering the labor warrantyfor the system was expired.This issue related to the pressure switch is amanufacturer’s issue and not related to KLEBS work KLEBS rectified (Atno cost) the recommendation by the manufacturer to adjust the condensateline The condensate line adjustment is unrelated to the pressure switch issue,which has become a known issue with this model of furnace.Any promises for an extended warranty by [redacted] or a ***representative is outside our influence with the manufacturer Werecommend Mrs [redacted] contact the manufacturer further regarding discussions madeabout an extended warranty.We have explained our finding with Mrs [redacted] manytimes We are sorry to hear of her frustration We fell we haveoffered a great deal of assistance with this matter and view this matter to beclosed
Hello, Mrs [redacted] , Thank you for your review We are always happy to receive reviews on our work from our customers We learn and grow from each of them, positive or negative I want to address a few things directly that we take very seriously First, I would like to address your statement that we put your life in danger As I mentioned on our phone conversation on the 6th of April, KLEBS was not responsible for the gas leak at your house Rather it was the gas utility company, Enstar, that created the leak from improperly setting the gas meter I continue to recommend that you contact Enstar with your concerns about that situation I hope you understand that we have no control over the gas utility's work, and have to rely on them to follow procedure and quality control standards Enstar's policy is to not set a gas meter before the municipality inspects and provides a "green tag" Enstar appeared to have gone against this policy in setting the meter prior to an MOA inspection and green tag This is policy between Enstar and the MOA, and again out of our control To be perfectly clear, the gas leak that happened at your house was at the gas meter and was created by the gas utility You did the right thing in calling Enstar, and I understand the problem was resolved Gas leaks are always a dangerous situation Had it been our work we would take full responsibility Since it was not, I recommend you contact Enstar to discuss the situation further We are happy to assist with this if needed Second, I would like to address your comment about the crew being unqualified to perform the work The lead installer has over years in the HVAC industry and is very qualified to perform the work that was completed The comment that he has "never done this before" was taken out of context and was related to a phone conversation he was having with our offices The comment that a gas valve was installed backwards has not been verified Inline gas shut off valves are non-directional and cannot be installed backwards Lastly, the comment about the furnace door being shut on wiring has not been brought up in conversations between us previously However, this situation must have been temporary as the work has passed all inspections and is completed at this time Lastly, to address a few other comments: I am sorry that this project has not met your expectations We truly do value our relationships with our customers and look forward to every opportunity to make new relationships I did respond to you both times you contacted me and we had productive conversations Per your request, KLEBS hired a contractor to patch sheetrock that needed to be removed to accommodate the work Sheet rock repair is specifically excluded from our contract, but we repaired the area regardless as an effort to provide good customer service As you mentioned we did ask for payment prior to inspection as this is our policy You stated you would not pay until after inspection, which we accommodated with little or no debate We performed a final quality control inspection at which time our technician asked if you were happy with the work, to which you responded positively (Which you confirmed happend) If you were expecting a follow up call from me, then I apologize and take responsibility for considering the matter closed However, you did contact me and I returned your call the same day It was on that call that you requested compensation or a discount off your work I could not grant that request as it is not in our policy, and I did not see a justification for it It was after I refused that request that you became upset At that time, among other things stated in this message, you indicated that perhaps your furnace was not running correctly I told you that KLEBS stands behind our work and will rectify any issues you may be having with the installation You refused that promise and stated you would not talk to us further In that way, we cannot correct any issues you may have or rectify any complaints from a customer service standpoint It seemed the only option to satisfy the situation was to compensate you or discount the work, and I am sorry that we cannot grant that request Again, I am sorry to see any job end in this manner I respect your comments and hope that you understand our position on the matter Should you need further assistance, please feel free to contact us Best Regards, Matt K [redacted] Service Department Manager
Complaint: ***I am rejecting this response because:Had Klebs properly installed the furnace, the condensation issue would not had happened and we would not have spent so much money on repairs The first two no charge visits were still under warranty and were under direction of manufacturer anyways The issues started to happen right after the year warranty had expired As Klebs never fixed the main issue, we did not want to deal with them anymore And if we continued to call on them, they would've cost us more, we are certain The real issue was not resolved until *** Representative came and looked at the furnace He noticed the poor installation We wish we had thought of contacting *** sooner Klebs, much like the mechanic that we deal wit, clearly liked the expertise to make correction All they did is changed filter when furnace quit working first time, but they failed to notice and fix the bigger issueIt is upsetting that instead of making things right, after I showed the proposed Revdex.com claim to Klebs, they used it to prepare a reponse in advance and just ignored my followup requestsAnd now they consider matter closed and suggest I deal further with *** DishonestUnethical We ask that they reconsider and at least meet us half way. Sincerely,***
Sir,
We would love to have the opportunity to have the owner of the company, Gary K*** meet with you personally Our goal is to find a solution that we can all agree with and one that will have your home heating the way that it should beWe will have to research the original owners
documents when they purchased the systemPrior to meeting with Gary, I (Bill F* the Residential Manager) would like to personally come to your home to evaluate the situation with our Service Supervisor From there we can collect the appropriate data so we are able to present you with options when meeting with the owner
Please call us to schedule this visit
Thanks again and I am confident that we will find the appropriate solution
KLEBS stands behind our original response to this claim. However, I will take this time to expand on a few points in hope to provide Mrs. [redacted] with further clarity:Regarding the condensate adjustment: The problem with the furnace was not a result of the condensate adjustment. The problem with the furnace was that the pressure switch was failing and the factory recommended that we raise the pressure switch and adjust (Shorten) the length of the pressure switch tube. These are factory components and the issue is not isolated to Mrs. [redacted]. We have been performing this upgrade to many [redacted] furnaces, as it is a recommendation by [redacted]. The condensate drain adjustment was a simple adjustment to ensure the best possible condensate flow. The factory recommended upgrade to the pressure switch install would have been required regardless of the condensate adjustment we made. I would like to point out that KLEBS performed this condensate adjustment and other warranty work after another company, who was not trained or certified to work on the [redacted] furnace, performed work. It is a possibility that this other company compromised the integrity of the original installation, including the condensate piping. However, we performed the adjustment just the same.I would like to remind Mrs. [redacted] that we performed this work at no charge.Although Mrs [redacted] claims that we were costing her money, the only charges that she paid KLEBS from the time the furnace was installed (Fall of 2012) until now was for a routine maintenance. Maintenance is required on this equipment at least once per year, and that charge is completely justified. Mrs. [redacted] asserts that we are dishonest and unethical. However, I have not seen any evidence that we lied or misled her in anyway. Similarly, I have not seen any evidence that we treated her unethically. Rather we stand behind our product, responding and performing work at no charge nearly every time she called us - even well after the 1 year labor warranty, and after another unqualified company performed work. It is because we stand behind our product that we will not be compensating Mrs. [redacted] for charges by another company. Had she contacted us she likely would have had her issue resolved quicker, and we likely would have honored the warranty (As we did in January of this year)I hope that this makes our position perfectly clear. Our recommendation is for Mrs. [redacted] to take up her issue with the other company that performed work without proper training or experience. It seems she would have a better argument for compensation directly from that company, considering they likely charged her for on the job training.
Hello, Mrs. [redacted],
Thank you for your review. We are always happy to receive reviews on our work from our customers. We learn and grow from each of them, positive or negative.
I want to address a few things directly that we take very seriously.
First, I would like to address your...
statement that we put your life in danger. As I mentioned on our phone conversation on the 6th of April, KLEBS was not responsible for the gas leak at your house. Rather it was the gas utility company, Enstar, that created the leak from improperly setting the gas meter. I continue to recommend that you contact Enstar with your concerns about that situation. I hope you understand that we have no control over the gas utility's work, and have to rely on them to follow procedure and quality control standards. Enstar's policy is to not set a gas meter before the municipality inspects and provides a "green tag". Enstar appeared to have gone against this policy in setting the meter prior to an MOA inspection and green tag. This is policy between Enstar and the MOA, and again out of our control. To be perfectly clear, the gas leak that happened at your house was at the gas meter and was created by the gas utility. You did the right thing in calling Enstar, and I understand the problem was resolved. Gas leaks are always a dangerous situation. Had it been our work we would take full responsibility. Since it was not, I recommend you contact Enstar to discuss the situation further. We are happy to assist with this if needed.
Second, I would like to address your comment about the crew being unqualified to perform the work. The lead installer has over 10 years in the HVAC industry and is very qualified to perform the work that was completed. The comment that he has "never done this before" was taken out of context and was related to a phone conversation he was having with our offices. The comment that a gas valve was installed backwards has not been verified. Inline gas shut off valves are non-directional and cannot be installed backwards. Lastly, the comment about the furnace door being shut on wiring has not been brought up in conversations between us previously. However, this situation must have been temporary as the work has passed all inspections and is completed at this time.
Lastly, to address a few other comments: I am sorry that this project has not met your expectations. We truly do value our relationships with our customers and look forward to every opportunity to make new relationships. I did respond to you both times you contacted me and we had productive conversations. Per your request, KLEBS hired a contractor to patch sheetrock that needed to be removed to accommodate the work. Sheet rock repair is specifically excluded from our contract, but we repaired the area regardless as an effort to provide good customer service. As you mentioned we did ask for payment prior to inspection as this is our policy. You stated you would not pay until after inspection, which we accommodated with little or no debate. We performed a final quality control inspection at which time our technician asked if you were happy with the work, to which you responded positively (Which you confirmed happend). If you were expecting a follow up call from me, then I apologize and take responsibility for considering the matter closed. However, you did contact me and I returned your call the same day. It was on that call that you requested compensation or a discount off your work. I could not grant that request as it is not in our policy, and I did not see a justification for it. It was after I refused that request that you became upset. At that time, among other things stated in this message, you indicated that perhaps your furnace was not running correctly. I told you that KLEBS stands behind our work and will rectify any issues you may be having with the installation. You refused that promise and stated you would not talk to us further. In that way, we cannot correct any issues you may have or rectify any complaints from a customer service standpoint. It seemed the only option to satisfy the situation was to compensate you or discount the work, and I am sorry that we cannot grant that request.
Again, I am sorry to see any job end in this manner. I respect your comments and hope that you understand our position on the matter. Should you need further assistance, please feel free to contact us.
Best Regards,
Matt K[redacted]
Service Department Manager
We are familiar with Mrs. [redacted] and have had manyconversations with her. We are aware of her request for a refund toinclude a refund for services performed by another company.The service history for this customer is extensive. Asummary of it is as follows:-New furnace was installed in...
August of 2012-KLEBS service technician performed factoryupgrades in August of 2013 (No Charge)-KLEBS performed a complimentary maintenance onthe furnace in September of 2013 (No Charge)-KLEBS performed service to the equipment on1-16-2014 related to a dirty filter. The equipment was out of warranty,and the customer was charged our normal service rates.-KLEBS performed adjustment to the condensatepiping and performed additional operational checks on the unit on 1-31-2015 (NoCharge)At this time, as shown here, KLEBS has made numerous callsat no charge to the customer, even after our 1 year warranty expired (In factover 2 years into furnace operation). The one billable call was toaddress the unit not working (No Heat) in which we diagnosed related to a dirtyfilter. We have no control over the customer calling anothercontractor to work on her furnace, and as she indicated this contractor was notproperly trained or certified to work on the [redacted] product. KLEBS has gonethrough extensive training through [redacted]. We see no basis for requestingKLEBS to reimburse labor costs for work that another contractor did, who wasnot qualified to work on the system, especially considering the labor warrantyfor the system was expired.This issue related to the pressure switch is amanufacturer’s issue and not related to KLEBS work. KLEBS rectified (Atno cost) the recommendation by the manufacturer to adjust the condensateline. The condensate line adjustment is unrelated to the pressure switch issue,which has become a known issue with this model of furnace.Any promises for an extended warranty by [redacted] or a [redacted]representative is outside our influence with the manufacturer. Werecommend Mrs. [redacted] contact the manufacturer further regarding discussions madeabout an extended warranty.We have explained our finding with Mrs. [redacted] manytimes. We are sorry to hear of her frustration. We fell we haveoffered a great deal of assistance with this matter and view this matter to beclosed.
We are familiar with Mrs [redacted] and have had manyconversations with her We are aware of her request for a refund toinclude a refund for services performed by another company.The service history for this customer is extensive Asummary of it is as follows:-New furnace was installed in August of 2012-KLEBS service technician performed factoryupgrades in August of (No Charge)-KLEBS performed a complimentary maintenance onthe furnace in September of (No Charge)-KLEBS performed service to the equipment on1-16-related to a dirty filter The equipment was out of warranty,and the customer was charged our service rates.-KLEBS performed adjustment to the condensatepiping and performed additional operational checks on the unit on 1-31-(NoCharge)At this time, as shown here, KLEBS has made numerous callsat no charge to the customer, even after our year warranty expired (In factover years into furnace operation) The one billable call was toaddress the unit not working (No Heat) in which we diagnosed related to a dirtyfilterWe have no control over the customer calling anothercontractor to work on her furnace, and as she indicated this contractor was notproperly trained or certified to work on the [redacted] product KLEBS has gonethrough extensive training through *** We see no basis for requestingKLEBS to reimburse labor costs for work that another contractor did, who wasnot qualified to work on the system, especially considering the labor warrantyfor the system was expired.This issue related to the pressure switch is amanufacturer’s issue and not related to KLEBS work KLEBS rectified (Atno cost) the recommendation by the manufacturer to adjust the condensateline The condensate line adjustment is unrelated to the pressure switch issue,which has become a known issue with this model of furnace.Any promises for an extended warranty by [redacted] or a ***representative is outside our influence with the manufacturer Werecommend Mrs [redacted] contact the manufacturer further regarding discussions madeabout an extended warranty.We have explained our finding with Mrs [redacted] manytimes We are sorry to hear of her frustration We fell we haveoffered a great deal of assistance with this matter and view this matter to beclosed
Hello, Mrs [redacted] , Thank you for your review We are always happy to receive reviews on our work from our customers We learn and grow from each of them, positive or negative I want to address a few things directly that we take very seriously First, I would like to address your statement that we put your life in danger As I mentioned on our phone conversation on the 6th of April, KLEBS was not responsible for the gas leak at your house Rather it was the gas utility company, Enstar, that created the leak from improperly setting the gas meter I continue to recommend that you contact Enstar with your concerns about that situation I hope you understand that we have no control over the gas utility's work, and have to rely on them to follow procedure and quality control standards Enstar's policy is to not set a gas meter before the municipality inspects and provides a "green tag" Enstar appeared to have gone against this policy in setting the meter prior to an MOA inspection and green tag This is policy between Enstar and the MOA, and again out of our control To be perfectly clear, the gas leak that happened at your house was at the gas meter and was created by the gas utility You did the right thing in calling Enstar, and I understand the problem was resolved Gas leaks are always a dangerous situation Had it been our work we would take full responsibility Since it was not, I recommend you contact Enstar to discuss the situation further We are happy to assist with this if needed Second, I would like to address your comment about the crew being unqualified to perform the work The lead installer has over years in the HVAC industry and is very qualified to perform the work that was completed The comment that he has "never done this before" was taken out of context and was related to a phone conversation he was having with our offices The comment that a gas valve was installed backwards has not been verified Inline gas shut off valves are non-directional and cannot be installed backwards Lastly, the comment about the furnace door being shut on wiring has not been brought up in conversations between us previously However, this situation must have been temporary as the work has passed all inspections and is completed at this time Lastly, to address a few other comments: I am sorry that this project has not met your expectations We truly do value our relationships with our customers and look forward to every opportunity to make new relationships I did respond to you both times you contacted me and we had productive conversations Per your request, KLEBS hired a contractor to patch sheetrock that needed to be removed to accommodate the work Sheet rock repair is specifically excluded from our contract, but we repaired the area regardless as an effort to provide good customer service As you mentioned we did ask for payment prior to inspection as this is our policy You stated you would not pay until after inspection, which we accommodated with little or no debate We performed a final quality control inspection at which time our technician asked if you were happy with the work, to which you responded positively (Which you confirmed happend) If you were expecting a follow up call from me, then I apologize and take responsibility for considering the matter closed However, you did contact me and I returned your call the same day It was on that call that you requested compensation or a discount off your work I could not grant that request as it is not in our policy, and I did not see a justification for it It was after I refused that request that you became upset At that time, among other things stated in this message, you indicated that perhaps your furnace was not running correctly I told you that KLEBS stands behind our work and will rectify any issues you may be having with the installation You refused that promise and stated you would not talk to us further In that way, we cannot correct any issues you may have or rectify any complaints from a customer service standpoint It seemed the only option to satisfy the situation was to compensate you or discount the work, and I am sorry that we cannot grant that request Again, I am sorry to see any job end in this manner I respect your comments and hope that you understand our position on the matter Should you need further assistance, please feel free to contact us Best Regards, Matt K [redacted] Service Department Manager
Complaint: ***I am rejecting this response because:Had Klebs properly installed the furnace, the condensation issue would not had happened and we would not have spent so much money on repairs The first two no charge visits were still under warranty and were under direction of manufacturer anyways The issues started to happen right after the year warranty had expired As Klebs never fixed the main issue, we did not want to deal with them anymore And if we continued to call on them, they would've cost us more, we are certain The real issue was not resolved until *** Representative came and looked at the furnace He noticed the poor installation We wish we had thought of contacting *** sooner Klebs, much like the mechanic that we deal wit, clearly liked the expertise to make correction All they did is changed filter when furnace quit working first time, but they failed to notice and fix the bigger issueIt is upsetting that instead of making things right, after I showed the proposed Revdex.com claim to Klebs, they used it to prepare a reponse in advance and just ignored my followup requestsAnd now they consider matter closed and suggest I deal further with *** DishonestUnethical We ask that they reconsider and at least meet us half way. Sincerely,***
Sir,
* the Residential Manager) would like to personally come to your home to evaluate the situation with our Service Supervisor From there we can collect the appropriate data so we are able to present you with options when meeting with the owner
We would love to have the opportunity to have the owner of the company, Gary K*** meet with you personally Our goal is to find a solution that we can all agree with and one that will have your home heating the way that it should beWe will have to research the original owners
documents when they purchased the systemPrior to meeting with Gary, I (Bill F
Please call us to schedule this visit
Thanks again and I am confident that we will find the appropriate solution
KLEBS stands behind our original response to this claim. However, I will take this time to expand on a few points in hope to provide Mrs. [redacted] with further clarity:Regarding the condensate adjustment: The problem with the furnace was not a result of the condensate adjustment. The problem with the furnace was that the pressure switch was failing and the factory recommended that we raise the pressure switch and adjust (Shorten) the length of the pressure switch tube. These are factory components and the issue is not isolated to Mrs. [redacted]. We have been performing this upgrade to many [redacted] furnaces, as it is a recommendation by [redacted]. The condensate drain adjustment was a simple adjustment to ensure the best possible condensate flow. The factory recommended upgrade to the pressure switch install would have been required regardless of the condensate adjustment we made. I would like to point out that KLEBS performed this condensate adjustment and other warranty work after another company, who was not trained or certified to work on the [redacted] furnace, performed work. It is a possibility that this other company compromised the integrity of the original installation, including the condensate piping. However, we performed the adjustment just the same.I would like to remind Mrs. [redacted] that we performed this work at no charge.Although Mrs [redacted] claims that we were costing her money, the only charges that she paid KLEBS from the time the furnace was installed (Fall of 2012) until now was for a routine maintenance. Maintenance is required on this equipment at least once per year, and that charge is completely justified. Mrs. [redacted] asserts that we are dishonest and unethical. However, I have not seen any evidence that we lied or misled her in anyway. Similarly, I have not seen any evidence that we treated her unethically. Rather we stand behind our product, responding and performing work at no charge nearly every time she called us - even well after the 1 year labor warranty, and after another unqualified company performed work. It is because we stand behind our product that we will not be compensating Mrs. [redacted] for charges by another company. Had she contacted us she likely would have had her issue resolved quicker, and we likely would have honored the warranty (As we did in January of this year)I hope that this makes our position perfectly clear. Our recommendation is for Mrs. [redacted] to take up her issue with the other company that performed work without proper training or experience. It seems she would have a better argument for compensation directly from that company, considering they likely charged her for on the job training.
Hello, Mrs. [redacted],
Thank you for your review. We are always happy to receive reviews on our work from our customers. We learn and grow from each of them, positive or negative.
I want to address a few things directly that we take very seriously.
First, I would like to address your...
statement that we put your life in danger. As I mentioned on our phone conversation on the 6th of April, KLEBS was not responsible for the gas leak at your house. Rather it was the gas utility company, Enstar, that created the leak from improperly setting the gas meter. I continue to recommend that you contact Enstar with your concerns about that situation. I hope you understand that we have no control over the gas utility's work, and have to rely on them to follow procedure and quality control standards. Enstar's policy is to not set a gas meter before the municipality inspects and provides a "green tag". Enstar appeared to have gone against this policy in setting the meter prior to an MOA inspection and green tag. This is policy between Enstar and the MOA, and again out of our control. To be perfectly clear, the gas leak that happened at your house was at the gas meter and was created by the gas utility. You did the right thing in calling Enstar, and I understand the problem was resolved. Gas leaks are always a dangerous situation. Had it been our work we would take full responsibility. Since it was not, I recommend you contact Enstar to discuss the situation further. We are happy to assist with this if needed.
Second, I would like to address your comment about the crew being unqualified to perform the work. The lead installer has over 10 years in the HVAC industry and is very qualified to perform the work that was completed. The comment that he has "never done this before" was taken out of context and was related to a phone conversation he was having with our offices. The comment that a gas valve was installed backwards has not been verified. Inline gas shut off valves are non-directional and cannot be installed backwards. Lastly, the comment about the furnace door being shut on wiring has not been brought up in conversations between us previously. However, this situation must have been temporary as the work has passed all inspections and is completed at this time.
Lastly, to address a few other comments: I am sorry that this project has not met your expectations. We truly do value our relationships with our customers and look forward to every opportunity to make new relationships. I did respond to you both times you contacted me and we had productive conversations. Per your request, KLEBS hired a contractor to patch sheetrock that needed to be removed to accommodate the work. Sheet rock repair is specifically excluded from our contract, but we repaired the area regardless as an effort to provide good customer service. As you mentioned we did ask for payment prior to inspection as this is our policy. You stated you would not pay until after inspection, which we accommodated with little or no debate. We performed a final quality control inspection at which time our technician asked if you were happy with the work, to which you responded positively (Which you confirmed happend). If you were expecting a follow up call from me, then I apologize and take responsibility for considering the matter closed. However, you did contact me and I returned your call the same day. It was on that call that you requested compensation or a discount off your work. I could not grant that request as it is not in our policy, and I did not see a justification for it. It was after I refused that request that you became upset. At that time, among other things stated in this message, you indicated that perhaps your furnace was not running correctly. I told you that KLEBS stands behind our work and will rectify any issues you may be having with the installation. You refused that promise and stated you would not talk to us further. In that way, we cannot correct any issues you may have or rectify any complaints from a customer service standpoint. It seemed the only option to satisfy the situation was to compensate you or discount the work, and I am sorry that we cannot grant that request.
Again, I am sorry to see any job end in this manner. I respect your comments and hope that you understand our position on the matter. Should you need further assistance, please feel free to contact us.
Best Regards,
Matt K[redacted]
Service Department Manager
We are familiar with Mrs. [redacted] and have had manyconversations with her. We are aware of her request for a refund toinclude a refund for services performed by another company.The service history for this customer is extensive. Asummary of it is as follows:-New furnace was installed in...
August of 2012-KLEBS service technician performed factoryupgrades in August of 2013 (No Charge)-KLEBS performed a complimentary maintenance onthe furnace in September of 2013 (No Charge)-KLEBS performed service to the equipment on1-16-2014 related to a dirty filter. The equipment was out of warranty,and the customer was charged our normal service rates.-KLEBS performed adjustment to the condensatepiping and performed additional operational checks on the unit on 1-31-2015 (NoCharge)At this time, as shown here, KLEBS has made numerous callsat no charge to the customer, even after our 1 year warranty expired (In factover 2 years into furnace operation). The one billable call was toaddress the unit not working (No Heat) in which we diagnosed related to a dirtyfilter. We have no control over the customer calling anothercontractor to work on her furnace, and as she indicated this contractor was notproperly trained or certified to work on the [redacted] product. KLEBS has gonethrough extensive training through [redacted]. We see no basis for requestingKLEBS to reimburse labor costs for work that another contractor did, who wasnot qualified to work on the system, especially considering the labor warrantyfor the system was expired.This issue related to the pressure switch is amanufacturer’s issue and not related to KLEBS work. KLEBS rectified (Atno cost) the recommendation by the manufacturer to adjust the condensateline. The condensate line adjustment is unrelated to the pressure switch issue,which has become a known issue with this model of furnace.Any promises for an extended warranty by [redacted] or a [redacted]representative is outside our influence with the manufacturer. Werecommend Mrs. [redacted] contact the manufacturer further regarding discussions madeabout an extended warranty.We have explained our finding with Mrs. [redacted] manytimes. We are sorry to hear of her frustration. We fell we haveoffered a great deal of assistance with this matter and view this matter to beclosed.