McMurray and Sons Energy Management

October 29,
Rc: Complaint * ***
My apologies for the delay in respondingI was out of town and it required several days to gather theinformation necessary to respond to your letter
The staff that worked with this customer is certified as a building analyst professional by the
*** *** *** As such he is trained to present all possible options (to help the customerimprove their living environmentSeveral hours of conversation and work were expended to provide thecustomer with the most benefit within their budgetary constraintsIt was conveyed that the budget was aconcernAt one point, it was discussed that they would purchase their own furnace, using McMurray andSons for the labor to install itThere were several aspects of the scope of work offered that kept thebudget in mindThe scope of work changed many times until the attached proposal was accepted by thecustomer.Several times partial quotes from other contractors were cited in the complaintTheir comments aboutwhat should have been done were all made without the background of negotiations and knowledge of thescope of workMcMurray and Sons' personnel perfonncd the scope of work to industry standardsYes,there were other services that could have been performed, but they were neither within the budget nor thescope of the singed contractFor example, removal of rat pellets was not part of the scope of workTostate we were negligent because we did not perform services outside our contract is misleading
The smell seems to be the main area of concernOur technician always recommends that a person leavetheir home for two hours during the sanitization applicationThe customer informed him, that by herchoice, she was going to stay in the home and work in her officeAt that point, he decided to positivelypressurize the home with a blower door assembly in an attempt to prevent air infiltration from theunderstructure area entering the interior of the homeThe sanitization smell entered the home when thecustomer operated her microwave oven and blew the fuse which also rendered the blower door assemblyinoperableOur technician addressed the issue immediately upon notification
McMurray and Sons recommended that only the kitchen metal boot be replaced, which it wasThe claimthat all the metal boots were rusty is a moot pointSupply boots have metal added for sealing per P.T.C.S.specificationsIf they have any age, there will be some rust on the outside of the boot metalThat iscommon and no cause for replacement, especially in light of the customer's budget concerns
McMurray and Sons does have some culpability in regards to the vapor barrierIt was not originallyinstalled to our standards, or what was discussed with the customerWe made the proper repairs to thevapor barrier at no cost to the customer
We have tried to be prompt and attentive to the customer's complaintsOur employees met with thecustomer and the owner of the property at one pointThe customer said she was going to tum off thefurnace tor three days and turn it on upon our arrivalAt that meeting the owner verified the only smell inthe house was that of cleaning supplies recently used in the bathroomThe owner has expressed hersatisfaction with the work we performed and the outcomeIn an effort to help resolve the situation, acredit of $was issued
I hope this information helps in resolving the problemsI may be contacted at *** (phone),*** (fax) or *** ***
Sincerely,
Cathy M***
Controller