Major Heating & Air Conditioning

First of all if you believed in 100% customer satisfactionWhy does it take phone calls every time to get someone out here or to even get someone on the phone?Second this is the first time anyone has even mentioned a freeze protection on the unitThe guy that first came out he was here for hours and didn’t mention anything let alone try to fix the issue like you have stated.Third I was not talked to about or to be cautious of the potential of broken pipes one bitThey thawed out that Saturday I gave Major a call on Monday…no call backI called again the next day…no call backThursday came along and a pipe fitting had come offWhen you go in the attic and see that the dust was moved around that fitting that tells me that major had in fact been playing around with this certain pipe.Forth there was no other company out here except for Major heating and airAgain here is *** making up things as we keep moving along here.Fifth *** says this (no maintenance had been done to the system to ensure proper freeze protection.) This is funny because we have a statement from this company showing that the system is in perfect working condition and with a year guarantee on itPlease explain this one ***!Sixth about your phone call to ***This was not the case because there was many phone calls for the next weeks with him and *** knows I am buying this place from ***So *** just fess up to your lossStuff happensWhen my company screws up on a client’s deal we pay for it but I guess this isn’t how you run your business
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Tell us why here.. To whom it may concern;Major Heating takes all customers’ needs very serious and we believe in the 100% customer satisfaction and strive for this every day.  In regards to Mr. [redacted] residents, we did receive a call for no heat on 12/8/16.  I personally spoke with Mr....

[redacted] and expressed my concern about his geothermal system as he presented himself as the new owner of the home.  I explained that we had decided as a company not to work for the previous owner of the home Mr. [redacted], because of differences.Upon arrival, we found the geothermal and hydronic piping systems with no freeze protection in the system and hydronic pex pipes frozen in the attic.  We attempted to get the pex pipes thawed, however due to the pex piping we were unable to get thawed.  Major advised Mr. [redacted] of the freeze and advised he be cautious of the potential of broken pipes and to call us when the attic pipes thawed. Mr. [redacted] called upset that the pex pipes in the attic had thawed and forced the barb fittings off of the pipe causing a leak, and accused Major of doing this and that he had local company working on the system.   I explained the pipes pushed apart as a result of the freeze and the fact that no maintenance had been done to the system to ensure proper freeze protection.  Freeze Protection must be installed for the geothermal and attic piping in this system, and if not a freeze situation may result.  Mr. [redacted] stated that he had glycol and would add it to the system, and would work with the local company.  Mr. [redacted] and I also talked about the proper type of glycol for the system.  Mr. [redacted] was installing an RV type of glycol and I advised he should be using a inhibited polypropylene glycol designed for heat transfer systems. A few days later I received a call from Mr. [redacted] saying that Mr. [redacted] does not own the house and in fact is renting the house.  Mr. [redacted] wanted Major to go out and service the system.  I stated since there was another company involved, past history with this account and Major was not clear on who the owner was that we would not be able to service this account in the future.I do apologize for any misunderstanding, and please call me with any questions.[redacted]
[redacted]

Phone conversation with Ms. [redacted] on 6/8/17. Advised Ms. [redacted] that a foreman from my company completed the service request on 6/2/17 and attempted to contact her several times on the phone number given when the request was received. Ms. [redacted] and I concluded that the phone number we attempted to...

call was her home number and it does not take voicemail messages. Ms. [redacted] stated that during the recent heavy rains on Monday, Tuesday and Wednesday the area in question did not leak and that she has no other areas of concern. Ms. [redacted] agreed to amend her complaint as she is satisfied with the work and understands the communication problem due to wrong contact number. I gave Ms. [redacted] my personal cell number to call if she has a question or problem in the future.