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Lake Charles Pilots, Inc.

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From: Torri M[redacted] Sent: Sunday, February 22, 2015 7:16 PMTo: Kelly Mace
[redacted]Subject: Attention: Kelly Mace, Complaint Id [redacted]February 22,  2015Kelly MaceComplaint Id: [redacted]I am...

responding your letter of a complaint filed against my company dated 1/27/2015. We responded to the request of the homeowner to check their furnace for a leak in the heat exchanger.  The homeowner informed us that they had already had a company check their furnace and there would also be a third company coming to check their furnace. We were unable to visually see a crack or leak, we checked the furnace thoroughly with our manometer. We checked draft pressure before and after ignition and before and after fan start up.  We checked throughout the house with a new carbon monoxide detector.  From these test we found no indication of a leak.  We then went back to the furnace and took the fan section out. We looked up through the heat exchanger and could not visibly see a crack.  I explained to the homeowners that we could not see all of the heat exchange without removing the duct work and disassembling the furnace.  I also told the homeowners that sometimes a crack will expand and separate when the heat exchanger heats up and contracts when it cools off.  I also offered to help the homeowners in any way with their warranty if they made the decision to change the heat exchanger.The homeowner indicated that they already had a price to change one or the other.We feel like we gave them a honest report at the time without tearing the furnace apart.Thank you,Roger M[redacted] Morris Heating and Air, Inc.

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