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 installedThe nature of the problem was a vibratory soundUpon a technician arriving and investigating this sound on 8/10/15, the technician then diagnosed the motor fan blade as out of balanceThe cause of this problem was unknown, at the timeMr [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/Upon motor removal, he noticed that there was a large amount of lint and dryer sheets lodged inside the motorThis can be caused by the lint screen not being maintained properly in the dryer in-line with the fanThe 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 fireFurthermore, the dryer could have been getting too hot with improper ventingThe 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 fanMr [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 reinstalledThe customer then assumed that the old fan was being cleaned and reinstalledIt 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 exceptionThe invoice was discounted by $54.16, as a measure of good faithThe customer then demanded that we return, his fan to him, and install it free of chargeMcMurray Cooling & Heating Inc, was willing to complete the work as specified as long as a liability waiver was signed by the customerThere is a simple reason for thisThe 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 feeHe also does not want to pay for the new motorYet he does not want the old motor installed, nor will he sign the form we have created to insure our liability in this specific instanceMr [redacted] had contacted us to resolve an issue, which we didHowever, 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 willThis discount was administered due to the customers warranty expiring shortly before we were needed, and the overall cost of the partThis 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 motorWe also have pictures that can prove that the motor we had removed is his old motor, by looking at identifying markingsThe new motor should not remain our financial responsibility.SincerelyJohn F*, President
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 installedThe nature of the problem was a vibratory soundUpon a technician arriving and investigating this sound on 8/10/15, the technician then diagnosed the motor fan blade as out of balanceThe cause of this problem was unknown, at the timeMr [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/Upon motor removal, he noticed that there was a large amount of lint and dryer sheets lodged inside the motorThis can be caused by the lint screen not being maintained properly in the dryer in-line with the fanThe 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 fireFurthermore, the dryer could have been getting too hot with improper ventingThe 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 fanMr [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 reinstalledThe customer then assumed that the old fan was being cleaned and reinstalledIt 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 exceptionThe invoice was discounted by $54.16, as a measure of good faithThe customer then demanded that we return, his fan to him, and install it free of chargeMcMurray Cooling & Heating Inc, was willing to complete the work as specified as long as a liability waiver was signed by the customerThere is a simple reason for thisThe 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 feeHe also does not want to pay for the new motorYet he does not want the old motor installed, nor will he sign the form we have created to insure our liability in this specific instanceMr [redacted] had contacted us to resolve an issue, which we didHowever, 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 willThis discount was administered due to the customers warranty expiring shortly before we were needed, and the overall cost of the partThis 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 motorWe also have pictures that can prove that the motor we had removed is his old motor, by looking at identifying markingsThe new motor should not remain our financial responsibility.SincerelyJohn F
*, President