Moore & Crimmins, Inc.

Initial Business Response /* (1000, 14, 2015/07/17) */
WE ARE A LOCAL FAMILY COMPANY THAT HAS BEEN IN BUSINESS (INCORPORATED) SINCE 1960. WE ARE VERY BUSY. WE HAVE A WONDERFUL CUSTOMER BASE AND WE DO EVERY THING THAT WE CAN POSSIBLY DO TO TAKE CARE OF EVERYONE WHO CALLS US FOR HELP.
MR. XXXXX WAS...

NOT ONE OF OUR CUSTOMERS AT THE TIME THAT HIS RENTER CALLED US ON DEC. 20TH 5 DAYS BEFORE CHRISTMAS LATE IN THE EVENING AND SAID THAT THEY HAD BEEN WITHOUT HEAT FOR A WEEK AND COULD NOT GET ANY HELP. I TAKE FOR GRANTED THAT THE LANDLORD WAS NOT TO CONCERNED ABOUT THE PROBLEM. WE KNEW THAT THIS WAS A RENTER, NOT AN OWNER, AND THAT WE WOULD PROBABLY GET CAUGHT IN THE MIDDLE. BECAUSE OF THE COLD WEATHER AND THE CHRISTMAS SEASON WE WOULD SEND A TECH AS SOON AS POSSIBLE. WHEN THE TECH ARRIVED, HE FOUND THE UNIT EXTREMELY DIRTY WITH THE FILTER COMPLETELY PLUGGED. THE UNIT HAD OVER HEATED AND SHUT ITS SELF DOWN. OUR TECH CLEANED THE FURNACE AND THE BURNER WING TIPS. THE FURNACE FIRED AND WAS RUNNING WHEN HE LEFT.
ON DEC 23HD THE FURNACE WAS NOT RUNNING AGAIN. THIS IS AN OLD FURNACE. THE COMPANY (TRU BLUE) IS NO LONGER IN BUSINESS AND THE PARTS ARE HARD TO GET. THE TECH WENT BACK TO THE JOB SIM, WENT COMPLETELY THROUGH THE SYSTEM. HE FOUND A LEAK IN THE INDUCER PAN GASKET WHICH HE RESEALED. FOUND WATER DAMAGE ON CONTROL BOARD, WHICH HE REPLACED. SYSTEM STILL DID NOT FIRE, HE TEST THE GAS VALVE AND FOUND IT WAS NOT OPERATING CORRECTLY ALL OF THE TIME. HE REPLACED THE GAS VALVE. (THESE PARTS HAD TO BE ORDERED AND SHIPPED OVER NIGHT) AFTER THE GAS VALVE HAD BEEN REPLACED THE uNrr FIRED AND BEGAN OPERATING CORRECTLY
MR. XXXXX DID NOT FEEL THAT THE CONTROL BOARD WAS BAD SINCE THE UNIT DID NOT RUN WHEN IT WAS REPLACED AND HAD THE TEACH PUT THE OLD CONTROL BOARD BACK ON EVEN THOUGH THE TECH WAS SURE IT HAD A SHORT IN IT FROM THE WATER LEAK.
A COUPLE OF DAYS LATER THE RENTER CALLED AND SAID THAT THE UNIT WAS TRYING TO LIGHT BUT WOULD NOT COME ON. MY TECH STOPPED BY ON HIS OWN TIME AND REPLACED THE IGNITER AGAIN THE SYSTEM WAS OPERATING WHEN HE LEFT.
THE YOUNGEST MAN ON MY STAFF HAS 10 YEARS EXPERIENCE AND ALL OF MY TECHS GO TO AT LEAST 4 TRAINING SCHOOLS A YEAR. THEY ARE VERY GOOD AT THEIR JOBS AND VERY WELL QUALIFIED FOR ALL THE EQUIPMENT IN THE FIELD, OLD OR NEW. IF SOMEONE INSULTS THEIR ABILITY OR THEIR INTEGRITY, I STAND UP FOR THEM. THEY ARE GOOD HONEST MEN AND I AM PROUD OF THEM.
MR. XXXXX HAS AN OLD FURNACE THAT HAS NOT HAD MAINTENANCE OVER THE YEARS. THE COMPANY THAT MANUFACTURED IT IS NO LONGER IN BUSINESS AND HAS NOT BEEN FOR YEARS. MR. XXXXX’S RENTER HAD BEEN WITHOUT BEAT FOR A WEEK

AND NEEDED HELP. WE FEEL THAT WE DID THE BEST JOB THAT COULD BE DONE FOR THE CIRCUMSTANCES. I DEDUCTED $510.03 OFF OF MR. XXXXX'S BILL AND I WISH HIM WELL. IF HIS UNIT IS NOT WORKING IT IS PROBABLY BECAUSE OF THE OLD CONTROL BOARD THAT HE HAD OUR TECH PUT BACK ON IDS FURNACE.
SINCERELY,
[redacted]
PRES/ MOORE AND CRIMMINS INC.
Initial Consumer Rebuttal /* (3000, 16, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is false the house wasn't rented it wasn't Christmas time. I contacted them and have the bills to prove their statement is completely false. Wow I thought they had poor service I didn't think they would fabricate a story as well
Final Business Response /* (4000, 19, 2015/08/03) */
Contact Name and Title: [redacted] Pres/owner
Said customer has called me and we have had a conversation and I am very sorry but I had him confused with a different customer. (right equipment wrong customer and his was a rental) I am sorry for any inconvenience that this has caused him.
I do contend that if the customer had allowed us to put the control board back on the furnace it would have worked. Customer did complement the tech and said he was a good one.
OFFER:
If customer still wants his furnace fixed we will put the control board on at half price.
Sincerely,
[redacted]
Pres/Owner
Moore and Crimmins Inc.