Loyalty Heating and cooling

Dear Revdex.com, Ms [redacted] contacted LOYALTY HEATING & COOLING on 1/14/The homeowner called after hours on a Saturday stating that they did not have heatWe explained to the homeowner that we may be able to get out to them that dayBeing last minute we were trying our bestWe called later on that day and explained that we were a little backed up and that being said, we could get back to them first appointment Monday morning, due to being closed on SundaysWe arrived on Monday as promisedTold up front that our service call charge is $plus taxThe home owner had explained that she had no heat and told us that it was not that much of an emergency because she had her fireplaceWe have been servicing the boiler for a few years now, which is approx35-years of ageThe unit is very aged, has corroded leaks and strenious wear and tearSo upon arrival as promisedWe diagose that the thermal-coupler went badWe were there 3-months prior for a thorough maintenanceWe cannot predict when a certain part may failKinda like a doctor telling you when you may pass awaySo we explain to the homeowner the part she needsWe inform her of the price upfrontShe agrees and we then preform the workupond trying to remove the thermal-coupler from the old year old pilot assembley, it crumbles due to ageWhich we still have for example if photos are necessaryWe now explain to the homeowner that her pilot assembly was very brittle and needs to be replaced as wellAlso gave a price before hand not charging her full price for the part and installationWe also had to travel around town to locate the part, being that the boiler was so out of dateAfter locating the partWe come back and install everyting giving her heat againWe go out to get our gas leak detector to ensure that there is no gas leaksWhile putting away tools there was some PVC cleaner that leaking in our tool bag, which gives off a strong odorImmediatley sets off the detector because of the smellThe home owner now has heat!!!!!! After the repairWhile turning the gas valve back on, which we had no option to touch to turn the year old boiler back onI explained to the homeowner that I may have smelled a light odor of gas coming from the gas valve when turning on the boiler, but may just be the burners turning onI told her to let the PVC smell air out and if she smelled gas, I would come backA day later in the afternoon the homeowners callsNot us but, [redacted] Says theres a gas leak at the gas valve which we previously explained there may of been and that the gas valve may need to be replacedHomeowner tells us *** is here and there going to turn off the gasWe told her okWe can be there first thing 8amto accomidate youWe know its the gas valveWe could not get one till the next morningSo knowing that RG&E turned off there gas was just fine and they were completely safe!!! The homeowner stated that she had to work the next dayWe suggested leaving a door open and we would lock up behind us, as we do for many homeowners with no problemsThe homeowner told us her son could be homeWe said no problemBe there 8amNow that the room was cleared of any odor, we did another gas leak searchWe also replaced all pilot tubing fittings at no chargeGas leak tested the unit and found a gas leak coming from the on/off switch on top of main gas valve controlWhich was inevidableThe homeowner suggest that we broke her equipmentMind you she called because she had no heatExplained that parts were very old along with the boiler"I wish I took a picture of this to show" Now I do a little research to quote replacing the valveI contact (3) companies! The first one with the valve had us in the $range! After being on hold for 20minI finally reached a company that had an aftermarket gas valve which I quoted to them for $installedThe said still said noI was suprisedWe went the extra mile to accomidateMy last words wereI understand and know the frustration your up againstBeing a good guyI then said how close can you come to this price because I'd like to get this fixed for youThese people took it as I was trying to just get money out of them, when I was really doing the labor for nothing because I felt badSo at this point, I put thumb gum to seal the leak around the valve temporarely and gave them heatI also explained that this is a temporary fix and the gas valve needs to be replaceCall us when you decide and I will repair this for youNo extra chargeAfter all of thisThe homeowners teenage daughter calls usScreaming and yelling, telling us we endangered her familyMind youWe have never seen nor spoken with this person conducting businessAll we offered to do was help! Now these people are trying to bad mouth a good business on social media, such as FaceBookI just do not understandYes, no one likes spending money to fix things, we undestand! We did not call you! You called us! Time and time again with no issuesThank you for your time Sincereley, Louis MC [redacted]

Dear Revdex.com,    Ms. [redacted] contacted LOYALTY HEATING & COOLING on 1/14/17. The homeowner called after hours on a Saturday stating that they did not have heat. We explained to the homeowner that we may be able to get out to them that day. Being last...

minute we were trying our best. We called later on that day and explained that we were a little backed up and that being said, we could get back to them first appointment Monday morning, due to being closed on Sundays. We arrived on Monday as promised. Told up front that our service call charge is $109.95 plus tax. The home owner had explained that she had no heat and told us that it was not that much of an emergency because she had her fireplace. We have been servicing the boiler for a few years now, which is approx. 35-40 years of age. The unit is very aged, has corroded leaks and strenious wear and tear. So upon arrival as promised. We diagose that the thermal-coupler went bad. We were there 3-4 months prior for a thorough maintenance. We cannot predict when a certain part may fail. Kinda like a doctor telling you when you may pass away. So we explain to the homeowner the part she needs. We inform her of the price upfront. She agrees and we then preform the work. upond trying to remove the thermal-coupler from the old 40 year old pilot assembley, it crumbles due to age. Which we still have for example if photos are necessary. We now explain to the homeowner that her pilot assembly was very brittle and needs to be replaced as well. Also gave a price before hand not charging her full price for the part and installation. We also had to travel around town to locate the part, being that the boiler was so out of date. After locating the part. We come back and install everyting giving her heat again. We go out to get our gas leak detector to ensure that there is no gas leaks. While putting away tools there was some PVC cleaner that leaking in our tool bag, which gives off a strong odor. Immediatley sets off the detector because of the smell. The home owner now has heat!!!!!! After the repair. While turning the gas valve back on, which we had no option to touch to turn the 40 year old boiler back on. I explained to the homeowner that I may have smelled a light odor of gas coming from the gas valve when turning on the boiler, but may just be the burners turning on. I told her to let the PVC smell air out and if she smelled gas, I would come back. A day later in the afternoon the homeowners calls. Not us but, [redacted]. Says theres a gas leak at the gas valve which we previously explained there may of been and that the gas valve may need to be replaced. Homeowner tells us [redacted] is here and there going to turn off the gas. We told her ok. We can be there first thing 8am. to accomidate you. We know its the gas valve. We could not get one till the next morning. So knowing that RG&E turned off there gas was just fine and they were completely safe!!! The homeowner stated that she had to work the next day. We suggested leaving a door open and we would lock up behind us, as we do for many homeowners with no problems. The homeowner told us her son could be home. We said no problem. Be there 8am. Now that the room was cleared of any odor, we did another gas leak search. We also replaced all pilot tubing fittings at no charge. Gas leak tested the unit and found a gas leak coming from the on/off switch on top of main gas valve control. Which was inevidable. The homeowner suggest that we broke her equipment. Mind you she called because she had no heat. Explained that parts were very old along with the boiler. "I wish I took a picture of this to show" Now I do a little research to quote replacing the valve. I contact (3) companies! The first one with the valve had us in the $500 range! After being on hold for 20min. I finally reached a company that had an aftermarket gas valve which I quoted to them for $289.60 installed. The said still said no. I was suprised. We went the extra mile to accomidate. My last words were........ I understand and know the frustration your up against. Being a good  guy...... I then said how close can you come to this price because I'd like to get this fixed for you. These people took it as I was trying to just get money out of them, when I was really doing the labor for nothing because I felt bad. So at this point, I put thumb gum to seal the leak around the valve temporarely and gave them heat. I also explained that this is a temporary fix and the gas valve needs to be replace. Call us when you decide and I will repair this for you. No extra charge. After all of this. The homeowners teenage daughter calls us. Screaming and yelling, telling us we endangered her family. Mind you. We have never seen nor spoken with this person conducting business. All we offered to do was help! Now these people are trying to bad mouth a good business on social media, such as FaceBook. I just do not understand. Yes, no one likes spending money to fix things, we undestand! We did not call you! You called us! Time and time again with no issues. Thank you for your time.                                                                Sincereley,                                                                        Louis M. C[redacted]