October 20, 2017To whom it may concern:After reviewing invoices from the work performed on the heating system at the home of [redacted] , I found that the service calls have not been excessive for a boiler that did not have annual maintenance doneMany of the breakdown issues were from lack of maintenance - issues that could have been caught before they turned into service callsThere are over a hundred of these boilers around the Lehigh Valley with little or no problems and are saving many people money on their gas bills.The note 2/17/mentions a comment that the quiet side units are literally melting off the wallI have no knowledge of this ever occurringWe perform maintenance on or more of these systemsMany of which were installed by other companies.The note on 7/26/regarding the factory rep showing up at the house saying the boiler could possibly be re-piped was rechecked with tech support in Carlisle and the enclosed diagram is what was sent to us proving that the boiler was piped correctly for maximum efficiency.The note on 11/24/mentions a recallThe recall was for older models that did not have the overheat sensor and were mounted on a combustible wallNeither was a problem on this installation.The note on 9/7/mentions a water leak from exhaust and intake pipesWe explained that we would need to get to the basement wall to seal the leak - the customer would need to make the area accessible for us to perform this task.On 3/7/the customer requested I prepare a proposal to replace their boiler with alternative manufactures for an extremely low costThe first system I suggested was [redacted] The manufacturer agreed to work with us and we proposed a price of $4,The gas company also agreed to send the customer a check for $1,800.On 3/8/The customer contacted our office saying he was willing to pay $2,for a new system.On 8/24/the customer requested another proposal to replace their boiler [redacted] was unable to help due to production issuesI priced a Lochivar 95% efficient boiler for $6,minus the customer discount bringing the price to $5,Please note this boiler is more expensive then the [redacted] I suggested months earlierThe gas company still agreed to send the customer a check for $1,800.Based on the estimates the customer acquired from other companies, we were offering him less than half the cost for a new boiler.The original contract for the installation signed on 8/23/showed our warranty as one-year parts and laborThe manufacturer's warranty was for years partsWe went above and beyond to satisfy the customer by absorbing the costs from out of warranty parts and most of the labor.We install boilers that are offered to us to sell from our suppliers that show great support and customer serviceWith technology constantly changing this manufacturer stopped selling boilers in the United StatesHowever, parts are still available.Below is a time line indicating the date, invoice number, and a detailed explanation of what work was performed.8/19/- I proposed a wall hung gas fired boiler manufactured by [redacted] as a replacement for their existing oil-fired boiler to reduce energy bills in their homeWe have installed [redacted] boilers since as a replacement for many old inefficient boilersThe supply houses provided support and training for the brand.8/23/- We received the contract to furnish and install the new boiler and remove the old boiler and fuel tank.9/16/- We finished the installation and received payment for $6,800.2/7/- Invoice # [redacted] $A service call was placed with an A-alarm resetWe did not find any other problems with the system.2/15/- Invoice # [redacted] A service call was placed for an A-alarmThe fan motor was burned out and shorted-out circuit boardThe factory was contacted and parts were orderedThey suggested the home may have received an electrical surge because motors do not just burn out.2/17/- Invoice # [redacted] The service tech returned and replaced partsThe system was up and runningOur technician suggested the customer purchase a maintenance plan for the system.8/22/- Invoice # [redacted] A service call was placed for water leaking on seam of the upper heat exchanger and a bad expansion tank.8/30/- Invoice # [redacted] The exchange was sealed and we were waiting on the expansion tank because it was backordered.9/5/- Invoice # [redacted] A service call was placed for an AA alarmWe contacted the factory and a new boiler was sentThe factory requested that the old boiler be returned.10/11/- Invoice # [redacted] $We replaced the boiler and it was up and runningThe fee we charged was for labor (technicians) and part.10/12/- Invoice # [redacted] Returned for water leak - replaced two gaskets.10/14/- Invoice # [redacted] Returned for water leak - replaces pressure gauge1/7/- Invoice # [redacted] A service call was made for short cycling of unit - reset dip switch.2/20/- Invoice $A service called was place for an A-alarm low incoming gas pressure cleaned spark electrodesThe fee was a diagnostic charge.2/27/- Invoice # [redacted] $A service call placed for an A-alarm latent heat exchanger seam leakWe suggest they should have annual maintenanceThe fee was a diagnostic charge.8/31/- Invoice # [redacted] $A service call was placed on the system for an alarm indicating no hot waterOur technician recommended the customer have maintenance performed on the systemThe customer agreed and purchased a maintenance agreementThe $fee was a diagnostic charge.In conclusion, the first maintenance performed on the system was on 8/31/2017, seven years after it was installedAll other calls we received from the customer were for repairsAnnual maintenance is necessary to keep the system up and running to its maximum efficiency and allows us to catch potential issues before they turn into major repairsAlso, many manufactures require systems to have annual maintenance to keep the warranty validOn two occasions prior to the first maintenance on the system in August our technicians recommended that the system needed maintenance.We feel that the pricing we offered to the customer to replace the boiler is incredibly reasonable in comparison to the cost other contractors proposed.Sincerely,Dave WVice President
October 20, 2017To whom it may concern:After reviewing invoices from the work performed on the heating system at the home of [redacted] , I found that the service calls have not been excessive for a boiler that did not have annual maintenance doneMany of the breakdown issues were from lack of maintenance - issues that could have been caught before they turned into service callsThere are over a hundred of these boilers around the Lehigh Valley with little or no problems and are saving many people money on their gas bills.The note 2/17/mentions a comment that the quiet side units are literally melting off the wallI have no knowledge of this ever occurringWe perform maintenance on or more of these systemsMany of which were installed by other companies.The note on 7/26/regarding the factory rep showing up at the house saying the boiler could possibly be re-piped was rechecked with tech support in Carlisle and the enclosed diagram is what was sent to us proving that the boiler was piped correctly for maximum efficiency.The note on 11/24/mentions a recallThe recall was for older models that did not have the overheat sensor and were mounted on a combustible wallNeither was a problem on this installation.The note on 9/7/mentions a water leak from exhaust and intake pipesWe explained that we would need to get to the basement wall to seal the leak - the customer would need to make the area accessible for us to perform this task.On 3/7/the customer requested I prepare a proposal to replace their boiler with alternative manufactures for an extremely low costThe first system I suggested was [redacted] The manufacturer agreed to work with us and we proposed a price of $4,The gas company also agreed to send the customer a check for $1,800.On 3/8/The customer contacted our office saying he was willing to pay $2,for a new system.On 8/24/the customer requested another proposal to replace their boiler [redacted] was unable to help due to production issuesI priced a Lochivar 95% efficient boiler for $6,minus the customer discount bringing the price to $5,Please note this boiler is more expensive then the [redacted] I suggested months earlierThe gas company still agreed to send the customer a check for $1,800.Based on the estimates the customer acquired from other companies, we were offering him less than half the cost for a new boiler.The original contract for the installation signed on 8/23/showed our warranty as one-year parts and laborThe manufacturer's warranty was for years partsWe went above and beyond to satisfy the customer by absorbing the costs from out of warranty parts and most of the labor.We install boilers that are offered to us to sell from our suppliers that show great support and customer serviceWith technology constantly changing this manufacturer stopped selling boilers in the United StatesHowever, parts are still available.Below is a time line indicating the date, invoice number, and a detailed explanation of what work was performed.8/19/- I proposed a wall hung gas fired boiler manufactured by [redacted] as a replacement for their existing oil-fired boiler to reduce energy bills in their homeWe have installed [redacted] boilers since as a replacement for many old inefficient boilersThe supply houses provided support and training for the brand.8/23/- We received the contract to furnish and install the new boiler and remove the old boiler and fuel tank.9/16/- We finished the installation and received payment for $6,800.2/7/- Invoice # [redacted] $A service call was placed with an A-alarm resetWe did not find any other problems with the system.2/15/- Invoice # [redacted] A service call was placed for an A-alarmThe fan motor was burned out and shorted-out circuit boardThe factory was contacted and parts were orderedThey suggested the home may have received an electrical surge because motors do not just burn out.2/17/- Invoice # [redacted] The service tech returned and replaced partsThe system was up and runningOur technician suggested the customer purchase a maintenance plan for the system.8/22/- Invoice # [redacted] A service call was placed for water leaking on seam of the upper heat exchanger and a bad expansion tank.8/30/- Invoice # [redacted] The exchange was sealed and we were waiting on the expansion tank because it was backordered.9/5/- Invoice # [redacted] A service call was placed for an AA alarmWe contacted the factory and a new boiler was sentThe factory requested that the old boiler be returned.10/11/- Invoice # [redacted] $We replaced the boiler and it was up and runningThe fee we charged was for labor (technicians) and part.10/12/- Invoice # [redacted] Returned for water leak - replaced two gaskets.10/14/- Invoice # [redacted] Returned for water leak - replaces pressure gauge1/7/- Invoice # [redacted] A service call was made for short cycling of unit - reset dip switch.2/20/- Invoice $A service called was place for an A-alarm low incoming gas pressure cleaned spark electrodesThe fee was a diagnostic charge.2/27/- Invoice # [redacted] $A service call placed for an A-alarm latent heat exchanger seam leakWe suggest they should have annual maintenanceThe fee was a diagnostic charge.8/31/- Invoice # [redacted] $A service call was placed on the system for an alarm indicating no hot waterOur technician recommended the customer have maintenance performed on the systemThe customer agreed and purchased a maintenance agreementThe $fee was a diagnostic charge.In conclusion, the first maintenance performed on the system was on 8/31/2017, seven years after it was installedAll other calls we received from the customer were for repairsAnnual maintenance is necessary to keep the system up and running to its maximum efficiency and allows us to catch potential issues before they turn into major repairsAlso, many manufactures require systems to have annual maintenance to keep the warranty validOn two occasions prior to the first maintenance on the system in August our technicians recommended that the system needed maintenance.We feel that the pricing we offered to the customer to replace the boiler is incredibly reasonable in comparison to the cost other contractors proposed.Sincerely,Dave WVice President