McMurray Cooling & Heating Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** October 7, 2015ID# *** ***:Whoever responded to our complaint obviously wasn't here when the service took place.Therefore their facts are incorrectThe first technician was here about minutesHe went up in the attic, listened to the fan run and said he would have to order a motorHe never said the motor had to be replacedHe had no idea what the problem was because he did not remove the motor to take a lookIf he had, he could have removed the suspect dryer sheet(s) and been done with the service callA new motor would not have been necessary.The second technician "noticed there was a large amount of lint and dryer sheets lodged inside the motor"'He told us there was a dryer sheet lodged in the motorSo now how many were there really?He showed us oneWas it or or maybe 6? First of all that dryer or any dryer we have ever owned, has never been run without the lint screen installed as they have suggestedIt is removed after each run, cleaned and reinstalled, ready for the next loadI take offense to the accusation that we run the dryer without the lint screen installedNow when the technician said the motor was not the problem and that the dryer sheet was causing the motor to run unevenly, wouldn't you think there was no reason to change the motor?McMurray agreed to reinstall the old motor about two weeks after removing itHow could we be assured it was the motor they removed? I'm sure they took pictures of the motor after removing it in case it had to be reinstalledWho does that? And they wanted us to sign a waiver that they would not be responsible for itNobody in their right mind would sign that waiverThat particular motor was a used motor when they installed it last yearIt was all dusty and dirty when they carried it in hereI asked the tech then if that was a good motorI figured if it didn't work or last very long I would call them backThen they have the nerve to say "we did not feel confident in being able to assure the safety of their home"They install used parts.In conclusion, I have no qualms about paying the service feeI have never objected, to itI requested service and am willing to pay for itI object to paying for a new motor that appears to be unnecessaryI have offered to split the cost of the new motor with them, the cost of which I'm sure was greatly inflated, but they have declinedI have already paid more than half of the original invoice but they have returned my check.Sincerely,

September 28, 2015Dear: [redacted],This letter is in response to Mr. [redacted] complaintMr. [redacted] had requested us to service his dryer booster fan, which we had originally installed. The nature of the problem was a vibratory sound. Upon a technician arriving and investigating this sound on...

8/10/15, the technician then diagnosed the motor fan blade as out of balance. The cause of this problem was unknown, at the time. Mr [redacted] was then told a new motor would have to be ordered, and it would be installed once we acquired itThe technician then returned to Mr. [redacted] residence for the replacement of the motor on 8/12/15. Upon motor removal, he noticed that there was a large amount of lint and dryer sheets lodged inside the motor. This can be caused by the lint screen not being maintained properly in the dryer in-line with the fan. The amount of lint and dryer sheets inside the fan lead us to believe that the screen may have not been installed for some time.Dryer sheets in the fan blade could result in the motor overheating, causing the electrical windings to short out and potentially cause a fire. Furthermore, the dryer could have been getting too hot with improper venting. The issue is not covered under warranty, as it was a maintenance problem.While the technician was on site, he cleaned the roof cap connected to the dryer vent, and replaced the fan. Mr. [redacted], proceeds to say that the technician did not offer him a, choice in whether he would like the fan to be replaced, or cleaned and reinstalled. The customer then assumed that the old fan was being cleaned and reinstalled. It is unclear as to why he would think this, as previously stated we informed him about the replacement.Upon receiving the invoice and seeing that he was indeed being charged for the fan, he took exception. The invoice was discounted by $54.16, as a measure of good faith. The customer then demanded that we return, his fan to him, and install it free of charge. McMurray Cooling & Heating Inc, was willing to complete the work as specified as long as a liability waiver was signed by the customer. There is a simple reason for this. The fan had been compromised, and McMurray Cooling & Pleating does not agree with reusing broken products.We did not feel confident in being able to assure the safety of Mr./Mrs. [redacted] and his/her home with the initial motor being reinstalled.Me. [redacted] also does not seem to be willing to pay for our standard service fee. He also does not want to pay for the new motor. Yet he does not want the old motor installed, nor will he sign the form we have created to insure our liability in this specific instance. Mr. [redacted] had contacted us to resolve an issue, which we did. However, we do not see the reason for us to pay for half of the price of the motor, as the customer desires.In conclusion, we feel that we have done everything in our power to try to satisfy Mr. [redacted]. His original bill was discounted by exactly 30% as a measure of good will. This discount was administered due to the customers warranty expiring shortly before we were needed, and the overall cost of the part. This complaint appeal's to be based upon misunderstanding, but we do not feel as though we have done anything to warrant such a complaint We have completed our job, and stand by our work and decision to not reinstall the old motor. We also have pictures that can prove that the motor we had removed is his old motor, by looking at identifying markings. The new motor should not remain our financial responsibility.SincerelyJohn F[redacted], President

Review: Company came into my home to check a noisey dryer exhaust fan. Repairman found a dryer sheet in the fan causing it to run roughly. Said fan is ok dryer sheet is the problem. We thought he was reinstalling the fan but instead replaced the fan without giving us the option of the new one or the old one. Received a bill in the mail one week later for $353.14. Called the company to complain. They said they would reinstall the old fan but we would have to sign a waiver that they are not responsible if fan has a problem. Old fan was removed over 2 weeks ago. How do I know I'm getting my original fan back? My complaint is they should have given us the option of reinstalling the old fan or buying the new one.Desired Settlement: We are willing to split the cost of the new fan but company will not .

Business

Response:

September 28, 2015Dear: [redacted],This letter is in response to Mr. [redacted] complaintMr. [redacted] had requested us to service his dryer booster fan, which we had originally installed. The nature of the problem was a vibratory sound. Upon a technician arriving and investigating this sound on 8/10/15, the technician then diagnosed the motor fan blade as out of balance. The cause of this problem was unknown, at the time. Mr [redacted] was then told a new motor would have to be ordered, and it would be installed once we acquired itThe technician then returned to Mr. [redacted] residence for the replacement of the motor on 8/12/15. Upon motor removal, he noticed that there was a large amount of lint and dryer sheets lodged inside the motor. This can be caused by the lint screen not being maintained properly in the dryer in-line with the fan. The amount of lint and dryer sheets inside the fan lead us to believe that the screen may have not been installed for some time.Dryer sheets in the fan blade could result in the motor overheating, causing the electrical windings to short out and potentially cause a fire. Furthermore, the dryer could have been getting too hot with improper venting. The issue is not covered under warranty, as it was a maintenance problem.While the technician was on site, he cleaned the roof cap connected to the dryer vent, and replaced the fan. Mr. [redacted], proceeds to say that the technician did not offer him a, choice in whether he would like the fan to be replaced, or cleaned and reinstalled. The customer then assumed that the old fan was being cleaned and reinstalled. It is unclear as to why he would think this, as previously stated we informed him about the replacement.Upon receiving the invoice and seeing that he was indeed being charged for the fan, he took exception. The invoice was discounted by $54.16, as a measure of good faith. The customer then demanded that we return, his fan to him, and install it free of charge. McMurray Cooling & Heating Inc, was willing to complete the work as specified as long as a liability waiver was signed by the customer. There is a simple reason for this. The fan had been compromised, and McMurray Cooling & Pleating does not agree with reusing broken products.We did not feel confident in being able to assure the safety of Mr./Mrs. [redacted] and his/her home with the initial motor being reinstalled.Me. [redacted] also does not seem to be willing to pay for our standard service fee. He also does not want to pay for the new motor. Yet he does not want the old motor installed, nor will he sign the form we have created to insure our liability in this specific instance. Mr. [redacted] had contacted us to resolve an issue, which we did. However, we do not see the reason for us to pay for half of the price of the motor, as the customer desires.In conclusion, we feel that we have done everything in our power to try to satisfy Mr. [redacted]. His original bill was discounted by exactly 30% as a measure of good will. This discount was administered due to the customers warranty expiring shortly before we were needed, and the overall cost of the part. This complaint appeal's to be based upon misunderstanding, but we do not feel as though we have done anything to warrant such a complaint We have completed our job, and stand by our work and decision to not reinstall the old motor. We also have pictures that can prove that the motor we had removed is his old motor, by looking at identifying markings. The new motor should not remain our financial responsibility.SincerelyJohn F[redacted], President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] October 7, 2015ID# [redacted]:Whoever responded to our complaint obviously wasn't here when the service took place.Therefore their facts are incorrect. The first technician was here about 5 minutes. He went up in the attic, listened to the fan run and said he would have to order a motor. He never said the motor had to be replaced. He had no idea what the problem was because he did not remove the motor to take a look. If he had, he could have removed the suspect dryer sheet(s) and been done with the service call. A new motor would not have been necessary.The second technician "noticed there was a large amount of lint and dryer sheets lodged inside the motor"'. He told us there was a dryer sheet lodged in the motor. So now how many were there really?He showed us one. Was it 3 or 4 or maybe 6? First of all that dryer or any dryer we have ever owned, has never been run without the lint screen installed as they have suggested. It is removed after each run, cleaned and reinstalled, ready for the next load. I take offense to the accusation that we run the dryer without the lint screen installed. Now when the technician said the motor was not the problem and that the dryer sheet was causing the motor to run unevenly, wouldn't you think there was no reason to change the motor?McMurray agreed to reinstall the old motor about two weeks after removing it. How could we be assured it was the motor they removed? I'm sure they took pictures of the motor after removing it in case it had to be reinstalled. Who does that? And they wanted us to sign a waiver that they would not be responsible for it. Nobody in their right mind would sign that waiver. That particular motor was a used motor when they installed it last year. It was all dusty and dirty when they carried it in here. I asked the tech then if that was a good motor. I figured if it didn't work or last very long I would call them back. Then they have the nerve to say "we did not feel confident in being able to assure the safety of their home". They install used parts.In conclusion, I have no qualms about paying the service fee. I have never objected, to it. I requested service and am willing to pay for it. I object to paying for a new motor that appears to be unnecessary. I have offered to split the cost of the new motor with them, the cost of which I'm sure was greatly inflated, but they have declined. I have already paid more than half of the original invoice but they have returned my check.Sincerely,