Modern Nails (Dalbrent Shopping Centre)

Initial Business Response /* (1000, 8, 2016/02/19) */
Contact Name and Title: *** Hoeflinger, GenMgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@serviceexperts.com
We regularly give the option of replacing a heat exchanger under warranty/non-warranty versus providing system
upgrade optionsIt is completely the customer's decision on which option is best for themWe do not 'hard sell' anyone and have been providing high quality HVAC and plumbing services in the local community for over years
We empathized with the customer during our visit and have provided her with several options for her to choose from to include repair and replacementThis customer does have a maintenance agreement which allows a technician to conduct an inspection on her furnace once a year and her AC unit once a yearWe cannot tell exactly when the crack in the heat exchanger happened in the last year as we only are able to see it on the one day we were out thereWe do have specialized cameras that can look in the unit and record video and pictures to show the customerWe also had a second technician come out for free to confirm the issueMost of our competitors do not provide this level of detail for customers in their inspections
Many companies offer a year heat exchanger warranty on the equipment and her current equipment met the guidelineWhen a major component fails on any type of equipment, owners typically would like to see what options they have to either repair or replace the equipment (with any major equipment...when one major part fails it could be a sign of aging and other components could also be at the point of failure soon)We provided that full spectrum of service as we do with a great deal of local customers
While years of operation is on the lower end of the lifespan of a furnace, it is not unrealisticMany people upgrade their systems anywhere from a year old furnace to years old depending on the condition of the existing unit and what level of comfort that the customer desires in the future
We have a stellar reputation in the local community and as such, we always conduct our business in a way that our customers and the local community can be proud ofAll of our technicians go through extensive technical training and are NATE certifiedOur sales team is also extensively trained on our equipment and advise customers on the options that they would like to seeOur sole focus is on satisfying our customers and we have maintained a 90%+ customer satisfaction rating which qualifies us for Lennox Premier Dealer Status
OFFER:
We offered her several options to include Replacing her heat exchanger (part under warranty- but labor has a discounted flat rate cost for service agreement customers)This is very standard practice and with any parts only warranty the consumer will be responsible for laborOur best and most cost effective replacement option for her furnace or her furnace and AC unitThe current promotion that she was offered is the best price she will see all year and we are told regularly that we are at a better price point than our local competitors
We are also willing to credit the cost of any repairs within the last months towards a new furnace and system upgrade
Initial Consumer Rebuttal /* (3000, 10, 2016/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service men did not show me a picture or video of the problem with the heat exchangerThey said they saw the problem with a mirror
The solution to fixing all the problems I have had is not to buy another furnace...that's crazy...no matter what "great" price they quote meIt is still additional money out of my pocketWhy would I buy another furnace from this company when I am having so my problems with the product they sold me in the first place?
A furnace should last a lot longer than years!
The last time the service man was out he suggested I upgrade my maintenance coverage to a more expensive plan (which I did not do)I already have a maintenance plan that costs me $a yearIt seems a little suspicious that the next time they come out I have a "problem" that will require a huge labor charge
Other problems include: at the time the furnace was installed the PVC piping they used to vent to the outside fell apart and they also did not seal a hole in my basement wall which also led to the outside so it was letting extremely cold air into my basementYes, these last two problems are old problems but I am at a point where I feel like I am being taken advantage of and I will not tolerate it anymore
I believe at the VERY least they should fix the problem they say my furnace has and not charge me for labor..and fix it appropriately
Final Business Response /* (4000, 16, 2016/02/26) */
Contact Name and Title: *** Hoeflinger, GenMgr
Awaiting resolution from the customer once the heat exchanger is replaced as per the customer's responseOnce this is complete the problem will have been completely resolved
OFFER:
Issue has been resolved...awaiting closing of the ticket between the tech and the customer
Final Consumer Response /* (2000, 21, 2016/03/16) */
Revdex.com verified with consumer the repair was taken care of and she has paid the amount agreed