Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@mechanical24.com [redacted] called for service on 1/11/for no heat, the tech found that the circuit board was bad and needed to be replaced customer opted to wait till Monday to avoid paying the opening fee of the supply house $ 150.00, once the price was figured out from the supply house for the new circuit board the customer asked how much it would cost to replaceWe gave options, good, better and bestHe opted for the "good"The furnace was replaced on January 13, with Make Guardian Model: [redacted] S: W1NXXXXXXXThe Plenum was never opened which encases the coil and drain pan After installation we were called for the heat cycling in very short cycles, tech found the furnace going off on HI limitThe tech found the downstairs vents closed which are two large vents causing lack of flow through the unitThe vents were opened and the furnace functioned correctly Below is the service records of the leaking issue, we will gladly provide complete records to show the customers service history June 19, Invoice No [redacted] Furnace is leaking Tech found the condensation drain clogged tech was able to clear it and verified it was drain properly also verified that the a/c was functional June 23, Invoice No Furnace is leaking Tech arrived and determined condensation drain is clean and the pan was dry indicating a cracked drain pan home owner does not want to replace the drain pan at this timeCustomer has been advised to leave the A/C off unit the drain coil pan is replaced to prevent further water damage In conclusion, we changed out the furnace with a basic furnace per the customers requestoptions were given and the difference explainedWe did not touch the air conditioning side of it at all, no preventative maintenance was done on the air conditioner that we know of, and we can not take liability for an air conditioning system failure which is over years old The tech was out and repaired a plugged drain, which indicates no maintenance was performedWhen we had a call back for the unit leaking again, it is our protocol to change a drain pan which is part of the A coil and is in the customers better interest to do soA discount was offered on the repair as well to try and satisfy the customer We made our best efforts to help [redacted] and resolve his frustrations, our over clients are very satisfied and we have always been able to resolve the situation if there is any Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they never touched the A coil and pan, the A/C unit (A/C coil) would be laying on the floorThere was no bracket to hold the coil in placeThey have worked on the A/C unitThey did cleaning, recharging and changing electrical connection repairsAll this time the unit worked fineThe drain line was never pluggedIt was dirty, but all the water came from under the heating unitWitch also brings up another questionAll the electrical components of the furnace have been compromised with waterAny professional heating Coor mechanic will tell you there is no way to tell how the A/C coil is set without opening the plenumThis was just being lazyThe charge for a new A Coil, was a fine solution For mechThey cause the damage and want the customer to pay for there mistakeMech.24, can deny this all they want, but this was caused by this CoAnother mechanic opened the plenum and installed a bracket to insure proper pitchThis is what Mechshould have done instead of wanting to charge My repair bill was 275.00, parts and laborLike the furnace they installed blindly, they thru out a repair bill without ever seeing what the problem wasHow does a Codo this to it's customersShame on Mech24's customers if this is the norm for this Co Final Business Response / [redacted] (4000, 11, 2015/09/14) */ As a company we stand behind our work and pride ourselves for accepting responsibility whenever there has been a fault on our partWe only do residential service by referral and hold ourselves in high regard to perform quality work The furnace which was installed has the exact specs of the existing furnace replaced, there was no tampering of the plenum at all as the furnace was simply slid out and the new one slid in, reconnected and plenum attachedWe did not touch the a/c system to avoid this exact scenarioThe old furnace had water marks on it which could have indicated a leaking drain pan from the summer before, it was middle of winter when the furnace was replaced so it could not be tested Once again this is a year old air conditioning system and air conditioners break all the time, we did not touch this air conditioner nor did we do the original install and can't be responsible for anything we did not do We feel that this is foul play, and the customer has been leaning towards suing and threatening from the original call out Anyone knows that a small a/c doesn't produce that much water and with the knowledge that Mr [redacted] says has, he should have known to turn it off right away if he saw water leaking Once again, we cannot be liable for a year old air conditioner malfunction, we will not be responding to any allegations made by Mr [redacted] going forwardWe have done everything to resolve the issue with this client and we are sorry for this unfortunate event, we just can't be liable Final Consumer Response / [redacted] (4200, 13, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The water that was on the old furnace was from a leaking humidifierI did try to resolve this issue with ***When we talked, he told me it was his word against mineAnd for me to do what I had toThis Codoes not stand behind there workThe CoI had come in and reset the A coil not change it, said the plenum should have been open to make sure everything was back where it should have beenThere was only one mechto set this equipment, an impossible task to set everything in it's right placeAs for suing Mech.24, I never had any intention of suing themI asked if we could work it outI have never in my life, sued anyone, outside a workman's comp caseI did get his name from a relative, and even got him a furnace job for our condoassociationThe condo also had problems with that furnace or installation, that caused the association to bring in another contractorTwo bad installs in one building does not sound to encouragingIt's always a speed thingGet in and out as fast as possibleBelieve me, this is the last thing I want to spend my time onThank you for your time
Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@mechanical24.com [redacted] called for service on 1/11/for no heat, the tech found that the circuit board was bad and needed to be replaced customer opted to wait till Monday to avoid paying the opening fee of the supply house $ 150.00, once the price was figured out from the supply house for the new circuit board the customer asked how much it would cost to replaceWe gave options, good, better and bestHe opted for the "good"The furnace was replaced on January 13, with Make Guardian Model: [redacted] S: W1NXXXXXXXThe Plenum was never opened which encases the coil and drain pan After installation we were called for the heat cycling in very short cycles, tech found the furnace going off on HI limitThe tech found the downstairs vents closed which are two large vents causing lack of flow through the unitThe vents were opened and the furnace functioned correctly Below is the service records of the leaking issue, we will gladly provide complete records to show the customers service history June 19, Invoice No [redacted] Furnace is leaking Tech found the condensation drain clogged tech was able to clear it and verified it was drain properly also verified that the a/c was functional June 23, Invoice No Furnace is leaking Tech arrived and determined condensation drain is clean and the pan was dry indicating a cracked drain pan home owner does not want to replace the drain pan at this timeCustomer has been advised to leave the A/C off unit the drain coil pan is replaced to prevent further water damage In conclusion, we changed out the furnace with a basic furnace per the customers requestoptions were given and the difference explainedWe did not touch the air conditioning side of it at all, no preventative maintenance was done on the air conditioner that we know of, and we can not take liability for an air conditioning system failure which is over years old The tech was out and repaired a plugged drain, which indicates no maintenance was performedWhen we had a call back for the unit leaking again, it is our protocol to change a drain pan which is part of the A coil and is in the customers better interest to do soA discount was offered on the repair as well to try and satisfy the customer We made our best efforts to help [redacted] and resolve his frustrations, our over clients are very satisfied and we have always been able to resolve the situation if there is any Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they never touched the A coil and pan, the A/C unit (A/C coil) would be laying on the floorThere was no bracket to hold the coil in placeThey have worked on the A/C unitThey did cleaning, recharging and changing electrical connection repairsAll this time the unit worked fineThe drain line was never pluggedIt was dirty, but all the water came from under the heating unitWitch also brings up another questionAll the electrical components of the furnace have been compromised with waterAny professional heating Coor mechanic will tell you there is no way to tell how the A/C coil is set without opening the plenumThis was just being lazyThe charge for a new A Coil, was a fine solution For mechThey cause the damage and want the customer to pay for there mistakeMech.24, can deny this all they want, but this was caused by this CoAnother mechanic opened the plenum and installed a bracket to insure proper pitchThis is what Mechshould have done instead of wanting to charge My repair bill was 275.00, parts and laborLike the furnace they installed blindly, they thru out a repair bill without ever seeing what the problem wasHow does a Codo this to it's customersShame on Mech24's customers if this is the norm for this Co Final Business Response / [redacted] (4000, 11, 2015/09/14) */ As a company we stand behind our work and pride ourselves for accepting responsibility whenever there has been a fault on our partWe only do residential service by referral and hold ourselves in high regard to perform quality work The furnace which was installed has the exact specs of the existing furnace replaced, there was no tampering of the plenum at all as the furnace was simply slid out and the new one slid in, reconnected and plenum attachedWe did not touch the a/c system to avoid this exact scenarioThe old furnace had water marks on it which could have indicated a leaking drain pan from the summer before, it was middle of winter when the furnace was replaced so it could not be tested Once again this is a year old air conditioning system and air conditioners break all the time, we did not touch this air conditioner nor did we do the original install and can't be responsible for anything we did not do We feel that this is foul play, and the customer has been leaning towards suing and threatening from the original call out Anyone knows that a small a/c doesn't produce that much water and with the knowledge that Mr [redacted] says has, he should have known to turn it off right away if he saw water leaking Once again, we cannot be liable for a year old air conditioner malfunction, we will not be responding to any allegations made by Mr [redacted] going forwardWe have done everything to resolve the issue with this client and we are sorry for this unfortunate event, we just can't be liable Final Consumer Response / [redacted] (4200, 13, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The water that was on the old furnace was from a leaking humidifierI did try to resolve this issue with ***When we talked, he told me it was his word against mineAnd for me to do what I had toThis Codoes not stand behind there workThe CoI had come in and reset the A coil not change it, said the plenum should have been open to make sure everything was back where it should have beenThere was only one mechto set this equipment, an impossible task to set everything in it's right placeAs for suing Mech.24, I never had any intention of suing themI asked if we could work it outI have never in my life, sued anyone, outside a workman's comp caseI did get his name from a relative, and even got him a furnace job for our condoassociationThe condo also had problems with that furnace or installation, that caused the association to bring in another contractorTwo bad installs in one building does not sound to encouragingIt's always a speed thingGet in and out as fast as possibleBelieve me, this is the last thing I want to spend my time onThank you for your time