MLP Enterprises Inc

June
8, In
order to provide a response to the complaint, one has to know that this
customer was a Home Warranty customer.
When we work with a Home Warranty claim, we are the labor for the job
and the Home Warranty company requires approval prior to any work
being
started. In this case, the Home Warranty
company ordered all partsMLP Enterprises, Incmade no decision on the type,
size or brand of the part. Many times
the part, in this case a cased coil, requires duct modification to fit the
existing system. All non covered costs
and modifications are approved by the homeowner prior to the start of the
work. The Home Warranty company records
these responses via phone and may be able to bring up the call to the customer when
he 'agreed to the non covered costs.'
If that conversation did not take place, his complaint is with the Home
Warranty company, not MLP Enterprises, Inc.To
get to the complaint written by this customer, I will take each statement piece
by piece and provide a response. 1. Customer stated that we had to come back
later in the day to take measurements.
What he did not state was that the customer had to leave and we made
arrangements to accommodate the customer to come back later that day because
the customer could not stay. Normally,
this would require MLP Enterprises, Incto charge a trip charge, but we did
not.2. "MLP failed to notify they were unable
to order the same coil". Please
refer to the introductory paragraph. The
Home Warranty company orders parts/equipment.
According to standard procedure, the customer accepts non covered costs
prior to repairs being made.3. The technician advised the homeowner on the
first visit to change his filter. The
homeowner advised he would take care of it.
He obviously did not, and that caused another visit. The technician helped vacuum out water and
the customer, once again, was not charged for any labor for this service.4. Damper:
it is the homeowner's responsibility to adjust air flow into their home
as they like it. It is the homeowner's
responsibility to change filters. The
Home Warranty company sent MLP Enterprises, Incout for mechanical issues. MLP Enterprises, Incdid not close his
damper. He was informed by the
Supervising Technician on the first
visit to change his filter.5. Billing:
The customer, in the terms of his contract with the Home Warranty
company owes a share of the service call, called the 'deductible'. MLP Enterprises, Incbilled according to the
instructions of the Home Warranty Company.
The homeowner's complaint is with the Home Warranty companyHe has
already been granted cost adjustments (one 5/22/and one 6/8/15) by the Home Warranty company and his
invoices have been voided from MLP Enterprises, Inc since the Home Warranty
company is paying the customer's obligation to MLP Enterprises, Inc.6. Owner of MLP Enterprises, Incwas very
dismissive: I spoke to *** ***. It was
explained to him that the Home Warranty company instructs Contractors to bill
for deductible costs when it applies to their situation. *** *** hung up on me after I told him that
they instructed this Contractor to bill him for his latest visit. It was not our decision to go against any prior conversation
that he may have had with his Warranty Company.
We do what the Home Warranty companies instruct us to do. His complaint is with his Home Warranty
Company.Sincerely, Marylou B***

MLP Enterprises, Inchas no further statement to give as our original statement is accurate and will not respond to an emotionally charged rejection The customer has received the credit from the home warranty company that they were seeking for 'financial adjustment' Thank you very much.Marylou B***President

June
8, 2015In
order to provide a response to the complaint, one has to know that this
customer was a Home Warranty customer.
When we work with a Home Warranty claim, we are the labor for the job
and the Home Warranty company requires approval prior to any work being
started. In
this case, the Home Warranty
company ordered all partsMLP Enterprises, Incmade no decision on the type,
size or brand of the part. Many times
the part, in this case a cased coil, requires duct modification to fit the
existing system. All non covered costs
and modifications are approved by the homeowner prior to the start of the
work. The Home Warranty company records
these responses via phone and may be able to bring up the call to the customer when
he 'agreed to the non covered costs.'
If that conversation did not take place, his complaint is with the Home
Warranty company, not MLP Enterprises, Inc.To
get to the complaint written by this customer, I will take each statement piece
by piece and provide a response. 1. Customer stated that we had to come back
later in the day to take measurements.
What he did not state was that the customer had to leave and we made
arrangements to accommodate the customer to come back later that day because
the customer could not stay. Normally,
this would require MLP Enterprises, Incto charge a trip charge, but we did
not.2. "MLP failed to notify they were unable
to order the same coil". Please
refer to the introductory paragraph. The
Home Warranty company orders parts/equipment.
According to standard procedure, the customer accepts non covered costs
prior to repairs being made.3. The technician advised the homeowner on the
first visit to change his filter. The
homeowner advised he would take care of it.
He obviously did not, and that caused another visit. The technician helped vacuum out water and
the customer, once again, was not charged for any labor for this service.4. Damper:
it is the homeowner's responsibility to adjust air flow into their home
as they like it. It is the homeowner's
responsibility to change filters. The
Home Warranty company sent MLP Enterprises, Incout for mechanical issues. MLP Enterprises, Incdid not close his
damper. He was informed by the
Supervising Technician on the first
visit to change his filter.5. Billing:
The customer, in the terms of his contract with the Home Warranty
company owes a share of the service call, called the 'deductible'. MLP Enterprises, Incbilled according to the
instructions of the Home Warranty Company.
The homeowner's complaint is with the Home Warranty companyHe has
already been granted cost adjustments (one 5/22/and one 6/8/15) by the Home Warranty company and his
invoices have been voided from MLP Enterprises, Inc since the Home Warranty
company is paying the customer's obligation to MLP Enterprises, Inc.6. Owner of MLP Enterprises, Incwas very
dismissive: I spoke to *** ***. It was
explained to him that the Home Warranty company instructs Contractors to bill
for deductible costs when it applies to their situation. *** *** hung up on me after I told him that
they instructed this Contractor to bill him for his latest visit. It was not our decision to go against any prior conversation
that he may have had with his Warranty Company.
We do what the Home Warranty companies instruct us to do. His complaint is with his Home Warranty
Company.Sincerely, Marylou B***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
As MsB*** chose to address our complaint piece by piece, we will address her responses to it in a like manner for the sake of continuity:
Per Point 1: Her response is an absolute untruth *** *** stayed home from work that day for the sole purpose of being there for the assessment of needed repairs to take place (regardless of how long it took - his boss knew he would not be coming in that day until he had handled my obligations at home) The MLP Enterprises technicians stated that they were done with the work (the coil needed to be ordered, and would be replaced at a later date - the needed refrigerant would also be added to the system at that time), so he left to go to work *** *** received a call from the technicians indicating that the necessary measurements had not been taken and that they needed to return to the house to do so; *** *** immediately left work and returned to the house so they could do so.
Per Point 2: The technicians from MLP Enterprises who came to install the coil apologized that we did not know about the additional work (and associated costs) that would be needed due to a different coil size being ordered This wasn't a very big deal - we paid for the services rendered that day These technicians were very pleasant and professionalPer Point 3: Her response is an absolute untruth Had we been informed that we needed a new air filter, we would have immediately gone out and purchased one (and replaced it in the unit) - we did so within minutes of the technician on visit #telling us that we needed to! Nowhere on the HVAC Service Order/Invoices for the first visits does it state that there was any issue with the air filter (we have copies of the service order/invoices they provided) If we had known there was an issue with the filter during any of the first visits to the home, we would have done something about it - it's an incredibly simple fix that ultimately took us maybe an hour to deal with, including driving to/from Lowe's!
Again, we have all of the service orders/invoices - there is a checklist on the right-hand side of each form, but they never actually bothered checking anything off, including the section regarding the air filter There are written comments in the "Description of Work" boxes on all documents - the very first time anything is mentioned about the air filter is on the service order/invoice that was generated on the fourth visitPer Point 4: MLP Enterprises absolutely did close the damper (or it somehow mysteriously managed to close itself, which would be a neat trick because it's not that easy to open/close it) - When we originally called our home warranty company, we informed them that we did have air coming out of the vents, it just wasn't cool air After MLP Enterprises left, there was little/no airflow And again, we were NOT informed about the air filter on the first visitPer Point 5: We have no issues with our home warranty company They have been completely professional and polite We fully understand the terms of the home warranty, including what a "deductible" is We promptly (same-day) and without complaint paid the full amount we owed for visits #and #3, as it was our responsibility to do so and we live up to our obligationsPer Point 6: *** *** did, in fact, terminate the call with MsB*** when it became apparent that we were at an impasse in the conversation (which we clearly informed her of before hanging up the phone - "We are at an impasse Goodbye.") It was very frustrating to talk to her, because it very quickly became clear that she was unwilling to assess any portion of responsibility to MLP Enterprises, instead choosing to blame us for this fiasco As a family that prides itself on honesty and integrity, to essentially and repeatedly be called liars by MLP Enterprises is frustrating and sad
To add insult to injury (this occurred after we submitted our initial complaint), we are now waiting on another company to come to our home and repair the air conditioner, as five visits from MLP Enterprises technicians failed to do so Despite doing everything we were told to do as soon as we were told it needed to be done by MLP Enterprises, despite five visits to our home by MLP Enterprises, we are now dealing with a flooded basement because - yet again - the coil froze over the weekend, then defrosted and overflowed the small catch-pan at the base of the unit The air filter is new (and has been since the 4th visit, when we were first informed it needed to be changed) The damper is open (see visit #5) The coil is new (visit #3) We were - at least as of visit #(when it was checked again) - fully stocked on refrigerant And yet the unit is still freezing up, we now get to deal with water all over the basement (which is - thankfully - unfinished, so the damage was restricted to a number of unpacked boxes from our move), and we have no way to cool the house because we cannot turn the unit on without risking another freeze/defrost (hence more flooding) Five visits from MLP Enterprises, and MsB*** wants all of the blame to be squarely placed on us - what happened to companies standing by their work?
As previously stated, we have no issues with our home warranty company, which has been lovely to work with (as much as these things can be - we're a little tired of having to call them, and we're sure they're feeling the same about having to deal with this) through this ordeal We have been assigned a different repair company to work with on resolving the ongoing issue with the air conditioner - we explicitly told the home warranty company that we were more than willing to begin anew (in terms of having to pay deductibles/service fees) because we do not want MLP Enterprises to step foot on our property again and we understood that in requesting a different company, we would be responsible for more monetary commitment The home warranty company has actually decided to waive our service fees (meaning they will pay them for us - we did not ask them to do this) because they can see from our records that we've now been dealing with this issue for over a month - they understood our reasons for not wanting MLP Enterprises to continue to not repair the air conditioner We're now coming into what is expected to be the hottest weather of the year with no working air conditioner in a home with several pets and a pregnant homeowner - we are extremely grateful that our home warranty company was willing to help us find a company that, hopefully, will be able to finally fix our air conditioner
Regards,
*** & *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
As Ms. B[redacted] chose to address our complaint piece by piece, we will address her responses to it in a like manner for the sake of continuity:Per Point 1: Her response is an absolute untruth.  [redacted] stayed home from work that day for the sole purpose of being there for the assessment of needed repairs to take place (regardless of how long it took - his boss knew he would not be coming in that day until he had handled my obligations at home).  The MLP Enterprises technicians stated that they were done with the work (the coil needed to be ordered, and would be replaced at a later date - the needed refrigerant would also be added to the system at that time), so he left to go to work.  [redacted] received a call from the technicians indicating that the necessary measurements had not been taken and that they needed to return to the house to do so; [redacted] immediately left work and returned to the house so they could do so. Per Point 2: The technicians from MLP Enterprises who came to install the coil apologized that we did not know about the additional work (and associated costs) that would be needed due to a different coil size being ordered.  This wasn't a very big deal - we paid for the services rendered that day.  These technicians were very pleasant and professional.Per Point 3: Her response is an absolute untruth.  Had we been informed that we needed a new air filter, we would have immediately gone out and purchased one (and replaced it in the unit) - we did so within 30 minutes of the technician on visit #4 telling us that we needed to!  Nowhere on the HVAC Service Order/Invoices for the first 3 visits does it state that there was any issue with the air filter (we have copies of the 4 service order/invoices they provided).  If we had known there was an issue with the filter during any of the first 3 visits to the home, we would have done something about it - it's an incredibly simple fix that ultimately took us maybe an hour to deal with, including driving to/from Lowe's!Again, we have all of the service orders/invoices - there is a checklist on the right-hand side of each form, but they never actually bothered checking anything off, including the section regarding the air filter.  There are written comments in the "Description of Work" boxes on all 4 documents - the very first time anything is mentioned about the air filter is on the service order/invoice that was generated on the fourth visit.Per Point 4: MLP Enterprises absolutely did close the damper (or it somehow mysteriously managed to close itself, which would be a neat trick because it's not that easy to open/close it) - When we originally called our home warranty company, we informed them that we did have air coming out of the vents, it just wasn't cool air.  After MLP Enterprises left, there was little/no airflow.  And again, we were NOT informed about the air filter on the first visit.Per Point 5: We have no issues with our home warranty company.  They have been completely professional and polite.  We fully understand the terms of the home warranty, including what a "deductible" is.  We promptly (same-day) and without complaint paid the full amount we owed for visits #1 and #3, as it was our responsibility to do so and we live up to our obligations.Per Point 6: [redacted] did, in fact, terminate the call with Ms. B[redacted] when it became apparent that we were at an impasse in the conversation (which we clearly informed her of before hanging up the phone - "We are at an impasse.  Goodbye.").  It was very frustrating to talk to her, because it very quickly became clear that she was unwilling to assess any portion of responsibility to MLP Enterprises, instead choosing to blame us for this fiasco.  As a family that prides itself on honesty and integrity, to essentially and repeatedly be called liars by MLP Enterprises is frustrating and sad.  To add insult to injury (this occurred after we submitted our initial complaint), we are now waiting on another company to come to our home and repair the air conditioner, as five visits from MLP Enterprises technicians failed to do so.  Despite doing everything we were told to do as soon as we were told it needed to be done by MLP Enterprises, despite five visits to our home by MLP Enterprises, we are now dealing with a flooded basement because - yet again - the coil froze over the weekend, then defrosted and overflowed the small catch-pan at the base of the unit.  The air filter is new (and has been since the 4th visit, when we were first informed it needed to be changed).  The damper is open (see visit #5).  The coil is new (visit #3).  We were - at least as of visit #5 (when it was checked again) - fully stocked on refrigerant.  And yet the unit is still freezing up, we now get to deal with water all over the basement (which is - thankfully - unfinished, so the damage was restricted to a number of unpacked boxes from our move), and we have no way to cool the house because we cannot turn the unit on without risking another freeze/defrost (hence more flooding).  Five visits from MLP Enterprises, and Ms. B[redacted] wants all of the blame to be squarely placed on us - what happened to companies standing by their work?As previously stated, we have no issues with our home warranty company, which has been lovely to work with (as much as these things can be - we're a little tired of having to call them, and we're sure they're feeling the same about having to deal with this) through this ordeal.  We have been assigned a different repair company to work with on resolving the ongoing issue with the air conditioner - we explicitly told the home warranty company that we were more than willing to begin anew (in terms of having to pay deductibles/service fees) because we do not want MLP Enterprises to step foot on our property again and we understood that in requesting a different company, we would be responsible for more monetary commitment.  The home warranty company has actually decided to waive our service fees (meaning they will pay them for us - we did not ask them to do this) because they can see from our records that we've now been dealing with this issue for over a month - they understood our reasons for not wanting MLP Enterprises to continue to not repair the air conditioner.  We're now coming into what is expected to be the hottest weather of the year with no working air conditioner in a home with several pets and a pregnant homeowner - we are extremely grateful that our home warranty company was willing to help us find a company that, hopefully, will be able to finally fix our air conditioner.
Regards,
[redacted] & [redacted]

February 25, 2016[redacted] - Revdex.com 1411 K St NWWashington, DC 20005Dear [redacted],Please accept this letter, as requested, as a response to Complaint: [redacted]. The complainant is a Home Warranty Customer which we received a work order for to address her heating issues. Her air handler is located in the crawl space of her home and needed to be replaced due to a leaking evaporator coil. During the installation of the new air handler, the technician advised that when he was in the process of removing the old unit, the entire trunk duct in an adjacent area where he was not working fell from its place due to improper installation/failing brackets. Our Technician reattached the trunk duct in good faith, believing that her warranty company would cover the extra time it took to address the problem. She had been without heat for some time and without reattaching the trunk duct, the air handler would not be able to be installed. The home warranty company was notified and they advised that they would not be covering the cost, and to bill the homeowner the non covered cost of $120.00.Attached is the service order with the job notes. At the bottom center of the page, please locate the customer's signature which is under the following caption: "Customer agrees to pay all non covered and/or denied costsassociated with Insurance Claims." The invoice for this customer will not be voided.Though the phone conversation with the customer did not end to her satisfaction, I do believe that she was spoken to with the utmost respect.

The homeowner's facts are not as we discussed on the phone.  The cost quoted is $120.00.  However, the homeowner hung up on me before I could tell her that I am reviewing the costs with the technician.

[To assist us in bringing this matter to a close, you must give us a reason why...

you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
As I stated before I had this owner on speaker phone with a relative with me.  She was not in any way willing to work with me.  She kept repeating that the bill is in the mail and there was nothing she could do.  I told her she was the owner and it was her choice to bill me and that just because the bill was in the mail that she didn't need to make me pay it since as I stated before I DID NOT know her tech caused this problem.  There were three times since August 2015 techs were under my home and  it never fell.  As the tech left my house he came in and said he was done and I owed $405.00 which I told him to use the credit card on file and he had me sign the bill so they could charge me that way.  I asked if there was anything else and he said no.  He did not tell me it fell, did not tell me he fixed it, and did not mention there could be an additional charge and he had ample opportunity.   The owner stated that she was leaving the bill open and I could do what I needed to do.  She was so unwilling to help at that point I was so frustrated I hung up.  She stated in her Revdex.com reply she was going to talk to the tech to see what happened so if she doesn't  know why is she charging me.  
  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: It is clear to us that Ms. B[redacted] is completely unwilling to accept any responsibility whatsoever for the inability of MLP Enterprises to repair our air conditioner, despite a total of 5 visits to our home.  There was nothing "emotionally charged" about our response; we simply addressed her response to our original complaint.  We can back up our claims via documentation provided by her own technicians.  
The second company assigned by our home warranty company was able to quickly and accurately diagnose the issues with our system and make the necessary repairs on their first visit to our home; interestingly, work that we paid her technicians to do on visit #3 (charging the system with refrigerant) was done improperly, which resulted in the unit freezing up and, ultimately, flooding our basement.  That's all it was - it wasn't the air filter or the damper, both of which Ms. B[redacted] blamed us for.  It was insufficient refrigerant.  After over a month of repeated calls to our home warranty company, a Revdex.com complaint, and two different companies making a total of 6 visits to our home, we finally have a functional air conditioner.  And an interesting story to tell when people ask us if there are any AC repair companies we recommend (or recommend against).       
Regards,
[redacted] & [redacted]

The customer was advised of the schedule. I also advised her that if there should be a cancellation we would certainly accommodate her request. Explain to the customer that there were other customers in line with failures prior to her. We make every effort to schedule service calls in a timely...

manner. I contacted the customer on Friday May 23rd. The customer was offered May 27th because the schedule opened up at which time she accepted the appointment. We appreciate our customers and make every effort to  accommodate their requests.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: It is clear to us that Ms. B[redacted] is completely unwilling to accept any responsibility whatsoever for the inability of MLP Enterprises to repair our air conditioner, despite a total of 5 visits to our home.  There was nothing "emotionally charged" about our response; we simply addressed her response to our original complaint.  We can back up our claims via documentation provided by her own technicians.  The second company assigned by our home warranty company was able to quickly and accurately diagnose the issues with our system and make the necessary repairs on their first visit to our home; interestingly, work that we paid her technicians to do on visit #3 (charging the system with refrigerant) was done improperly, which resulted in the unit freezing up and, ultimately, flooding our basement.  That's all it was - it wasn't the air filter or the damper, both of which Ms. B[redacted] blamed us for.  It was insufficient refrigerant.  After over a month of repeated calls to our home warranty company, a Revdex.com complaint, and two different companies making a total of 6 visits to our home, we finally have a functional air conditioner.  And an interesting story to tell when people ask us if there are any AC repair companies we recommend (or recommend against).       
Regards,
[redacted] & [redacted]

My experience with this company has been the worst I have had in my life. I was told that the new Rennai system I was having installed would be finished in one day which was very inaccurate, instead it became a two week nightmare. Once the system was finally "installed" I had hot water for five minutes before it became ice cold. I called MLP back when they arrived they were unable to fix the issue, after several attempts they stated that it was a problem with the system and they would give a temporary solution while they ordered a part that they said was bad. This was another two day evolution. I contacted the owner Jimmy and Mary Lou neither of which wanted to take responsibility and blamed it on Rennai. I called Rennai who stated it was due to a bad install. Once everything was finally fixed and hot water was reinstated. I contacted Mary Lou and expressed my dissatisfaction at which time she placed the blame on everyone from Rennai to me as though I caused their unproffesionalism. I requested a breakdown of the bill and was told they do not do that, and since I signed the contract for them to do the install they will not provide me with anything. I asked for her to discount my bill for all the inconviences at which time a yelling match ensued. The companies tech (who was more accountable and professional than the owners) also agreed I should not be paying full price. The tech was also instructed to call the police if I did not pay the full price. This company is the worst and I advise to steer clear away from them.

MLP Enterprises, Inc. has no further statement to give as our original statement is accurate and will not respond to an emotionally charged rejection.  The customer has received the credit from the home warranty company that they were seeking for 'financial adjustment'.  
Thank you very much.
Marylou B[redacted]
President

Review: I filed a claim with my warranty company [redacted] on May 9 about a faulty HVAC system. The company assigned to do the repair is only now contacting me and advised they cannot perform the service until May 30. It is going to be 80+ degrees all weekend and next week and my house gers very hot. I spoke with someone by the name of [redacted] who had no interest in resolving my problem. She did nto care that I have been waiting since May 9 for my AC to be fixed and sounded glad that I had to wait even longer.Desired Settlement: I want a faster appointment.

Business

Response:

The customer was advised of the schedule. I also advised her that if there should be a cancellation we would certainly accommodate her request. Explain to the customer that there were other customers in line with failures prior to her. We make every effort to schedule service calls in a timely manner. I contacted the customer on Friday May 23rd. The customer was offered May 27th because the schedule opened up at which time she accepted the appointment. We appreciate our customers and make every effort to accommodate their requests.

My experience with this company has been the worst I have had in my life. I was told that the new Rennai system I was having installed would be finished in one day which was very inaccurate, instead it became a two week nightmare. Once the system was finally "installed" I had hot water for five minutes before it became ice cold. I called MLP back when they arrived they were unable to fix the issue, after several attempts they stated that it was a problem with the system and they would give a temporary solution while they ordered a part that they said was bad. This was another two day evolution. I contacted the owner Jimmy and Mary Lou neither of which wanted to take responsibility and blamed it on Rennai. I called Rennai who stated it was due to a bad install. Once everything was finally fixed and hot water was reinstated. I contacted Mary Lou and expressed my dissatisfaction at which time she placed the blame on everyone from Rennai to me as though I caused their unproffesionalism. I requested a breakdown of the bill and was told they do not do that, and since I signed the contract for them to do the install they will not provide me with anything. I asked for her to discount my bill for all the inconviences at which time a yelling match ensued. The companies tech (who was more accountable and professional than the owners) also agreed I should not be paying full price. The tech was also instructed to call the police if I did not pay the full price. This company is the worst and I advise to steer clear away from them.

Review: MLP was contracted though our home warranty company [redacted] to replace AC unit at our rental house. During this process their technician unplugged our sump pump and then failed to plug back in once he was done. Once a week our water conditioner cycles and the sump pump removes the water from this area. They have accused [redacted] of unplugging the cord 5 weeks prior to when MLP did their work. The basement would have been flooding for 4 or 5 weeks without anyone noticing. The washer and dryer are down in the basement were the tenants go to do their laundry. We have had to pay for clean up services and we will need to replace dry wall.Desired Settlement: I want MLP to pay for all damages caused.

Business

Response:

January 16, 2014

Revdex.com

Attn: [redacted]

Complaint #[redacted]

Regarding the above case, MLP Enterprises, Inc. learned of the complaint from [redacted] Warranty Representative [redacted] on 10/29/13 11:10 a.m., 13 days after completion of our work at this residence. MLP Enterprises, Inc. offers the following facts:

September 12, 2013 A service call was set up with the Tenant. Upon the technician's arrival, he detected a strong odor of fuel oil as he entered the home. As he opened the furnace unit door, he observed fuel oil actively dripping on the blower. The odor was so profound, it started to make him ill. He advised the tenant that it was a very unsafe condition for himself and the tenant's family (which included children) and that they should not be in the home until this oil spill was cleaned up by the oil company. Service to the unit could not be completed until the area was rendered safe.

September 14, 2013 3:02 p.m., MLP Enterprises, Inc. received an email from Proactive Property advising that [redacted] "corrected the furnace problem."

September 17, 2013, MLP Enterprises, Inc. returned to the above location and completed diagnosis of the failed air conditioning system.

[redacted] Warranty was advised of the diagnosis and ordered an uncased A coil and a condensing unit.

October 16, 2013, MLP Enterprises, Inc. technician carried the small box containing the uncased coil (weighing 30 lbs) in the home, removed the old coil from the upper part of the furnace and installed the new coil in the same location. At no time was the furnace itself moved, (which was alleged in previous questions) or a sump pump unplugged. MLP Enterprises, Inc.'s contact was with the unit's evaporator coil which is located above the furnace, which required 2 soldering joints. The balance of the work was completed outside the house, in the yard.

Thank you,

[redacted], President

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: