Mirabito Fuel Group

I respectfully dispute the rufund for the 12/30/clean and tune, the customer by his own admission purchased and installed parts between the 12/30/clean and tune and the next service call on 01/12/2107, I can't comment or determine what if any responsibility we may have had in the plugged boiler because we were not called to respond prior to the homeowner making his own repair Our techs typically do not come across heating systems that are being worked on by the consumer, and when that is the case, they have difficulty preforming the diagnostics because the settings aren't always the same, and at times the homeowner is constantly adjusting the burner settingIn this case I believe the customer actually changed the ignition transformer and cad cell eye, to accomplish this task he had to have had the blast tube open to remove and install the new cad cell eyeI would like to point out that we did not charge labor for the 01/16/call I am not sure about the charge or mark up on parts installed on the calls of 01/12/and 01/16/2017, the price the customer is quoting in his complaint is roughly our cost, and there appears to be a glitch in the markup I assure this is not intentional, and would have preferred the customer make a call directly to us to resolve this The call of 01/12/seems to be the one in particular where the parts were not billed at the proper amount, I would be willing to refund $which is the difference of what was charged for these parts and the cost quoted by the customer of $marked up with a 50% margin, our typical margin for parts when responding on service calls.$+ $= $ what we did charge$X = $(what should have been charge)Difference $what I will creditRespectfully submitted, john [redacted] General Manager Home Comfort Service

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.I respectfully submit that Mr*** is misrepresenting the parts I replaced and the timeline of the actions takenFirstly the service technician who was sent to my house on 12/was informed, as previously stated, that I had experienced flame outs that required manual restart of the boiler and no parts had been changed at that timeThe problem recurred the morning after he had been there and at that time I replaced the ignitor with a part identical to the OEM partI contacted the service manager at the West Monroe branch and informed him of the problem, my concerns that the individual who cleaned my boiler on 12/30/16, was not fully trained or properly supervisedThere was another technician with him who stayed in the service van most of the time the cleaning was being done claiming he was sickI also discussed with Don what action I had taken when this did not solve the problemWe discussed the next step and mutually decided that I should replace the CAD eye before any other technicians were sent to the houseThe replacement of these parts do not necessitate the adjustment of any air flow settingsWhen the second step did not solve the problem of the boiler flaming out I called Don again and he sent a technician over, on 1/12/17, who replaced the ignitor again, stating that he did not trust the new style ignitors and had installed a iron core transformer ignitorThis is not only not an OEM part, but it is not made by Beckett which is the burner manufacturerThe technician also stated that he checked all the settings at that time and replaced the nozzle for the heck of itThis did not solve the problem either and on 1/16/I called them again when the boiler stopped workingWe had already restarted the boiler when the technician arrived and after a cursory inspection he stated that he needed to see the boiler before it was restarted to determine what the problem wasIt flamed out again that afternoon and I called them backAt that point they replaced the primary controller and the boiler operated until 2/1/without problem. I received their invoices for the work on 1/12/and 1/16/on or about 1/20/and contacted Don about the prices charged for partsHe referred me to the branch manager, Dan, who told me that the prices were the prices and since I was not happy with their technicians or with their prices that they did not want me as a customer. So with that level of customer service I think it is extremely understandable why I did not contact them on 2/1/when the boiler plugged up and started filling my house with combustion gassesI contacted Affordable Heating in Mexico, NY who arrived to find that the boiler had created so much soot that not only was it plugged, but the entry to the chimney and flue pipe was mostly clogged with soot as well reducing the draft of the chimney to an unacceptable levelSteve, the owner, stated that the bottom of my boiler was likely not cleaned the previous time and the air was set so poorly that an smoke test resulted in a of The boiler has operated properly since Affordable heating serviced itNow to add insult to injury I received a statement from Mirabito dated 2/15/charging me 21% interest on the previous bills which were not due until 2/18/I paid those bills in full on 2/9/17, even though I have contested the chargesIn closing I do appreciate Mr***'s admission that the pricing I was charged was in error and if the pricing of their parts was the only issue in question I would accept the adjustmentHowever I take exception to his claim that the parts I replaced required or I made any adjustments to the boilerHis technicians and management personnel had ample opportunity to make this situation right and the fact that the end result of their work was my boiler being in worse shape than it was when they first arrived to do the cleaning on 12/30/For this reason I feel that a credit for the initial cleaning which I had to have re-done is a fair request and I add to that that I should be credited the interest charged my account on 2/15/for bills which were not due until 2/18/and were paid on 2/9/17. Regards,*** ***

I respectfully dispute the rufund for the 12/30/2016 clean and tune, the customer by his own admission purchased and installed parts  between the 12/30/2016 clean and tune and the next service call on 01/12/2107, I can't comment or determine what if any responsibility we may have had in the...

plugged boiler because we were not called to respond prior to the homeowner making his own repair.  Our techs typically do not come across heating systems that are being worked on by the consumer, and when that is the case, they have difficulty preforming the diagnostics because the settings aren't always the same, and at times the homeowner is constantly adjusting the burner setting. In this case I believe the customer actually changed the ignition transformer and cad cell eye, to accomplish this task he had to have had the blast tube open to remove and install the new cad cell eye. I would like to point out that we did not charge labor for the 01/16/2017 call.  I am not sure about the charge or mark up on parts installed on the calls of 01/12/2017 and 01/16/2017, the price the customer is quoting in his complaint is roughly our cost, and there appears to be a glitch in the markup.  I assure this is not intentional, and would have preferred the customer make a call directly to us to resolve this.  The call of 01/12/2017 seems to be the one in particular  where the parts were not billed at the proper amount, I would be willing to refund $112.34 which is the difference of what was charged for these parts and the cost quoted by the customer of $115.00 marked up with a 50% margin, our typical margin for parts when responding on service calls.$121.44 + $163.84 = $284.84  what we did charge$115. X 1.5 = $172.50 (what should have been charge)Difference    $112.34 what I will creditRespectfully submitted, john [redacted] General Manager Home Comfort Service