Moore Heating Air Conditioning & Refrigeration Inc

Addressing the first 2 sentences in paragraph 1: Moore Heating contacted Diamond Heating on 6/15/2017 Torrey the service manager and Dodi the office manager had a conference call with one of the office personnel at Diamond.  We provided Diamond the copy of their invoice provided to Moore by [redacted].  We asked if the technician had stated what [redacted] had noted in her last response, “The technician that replaced the expansion tank was very clear that it was the original piping and tank, it had much corrosion and was clearly not replaced with the boiler.”  When we asked Diamond, The Diamond representative called the tech and relayed to us, “He said he had no recollection of saying that.”  The woman we spoke with said that the technician that went on the call is very detailed and if there were any red flags or concerns on the boiler or installation he would have contacted the office and notified them.  He was also informed the nature of the call, and that the home owner had concerns that we used existing parts on a new boiler install, as called in by [redacted].  Regarding the last sentence in paragraph 1.  Moore Heating would not have used existing parts, one of the parts that were replaced, by Diamond, comes with all new boilers (the pressure relief valve).  There would have been no reason to use the existing.  The home was built in 1968 and the heating equipment and components would be 45 years old, even if replaced sometime in the last 10 years it would be so much work to match up the parts from the existing boiler if they were even compatible. Addressing our record keeping in paragraph 2:  We have a fully integrated software system.  When a customer calls in a service, a call/dispatch is generated in the software under the specific physical location.  Until that dispatch has been created the dispatchers can NOT send the call to the field technicians lap top or I-pad.  This dispatch serves as a time card for the field tech, a record of the service history, and the invoice.  NONE of those items are possible in anyway without the call entry.   Without the following a tech would not be able to go to your home, the hours would not go to the payroll module, the tech would not be paid, and a bill would not be created.  The calls once entered into the customers record cannot be deleted, even if the call is cancelled the history remains.  Once the call has turned into a bill it gets posted to our accounts receivable.  It shows your payment history, your late payments, and the conversations we had with you on the late payments. In regard to our technicians contacting you at time of service: The tenant was the point of contact on both occasions:  As for the first invoice in 2016 it was a call that took place at the end of the day, there are no notes on the invoice that he had contacted the landlord once complete and if that is the case we apologize. The 2017 call our technician contacted you and let you know what had taken place as noted on the invoice that was attached in earlier correspondence.  It is our professional determination that the complaints made by [redacted] are not based on facts.  Moore Heating is a quality, family run business, we have been in business for over 30 years and we have a good reputation.  We ask that you please look at our record to back this up.  We have determined if there are more rebuttals by [redacted] we would like to go to mediation.  We feel this customer will not be satisfied with our conclusion, and we don’t believe it is unreasonable to not go to an individuals home who used profanity and told us we were going to go out for free.  Nor that it is reasonable to reimburse the boiler installation.  NOTE:  We have the names of the individuals we spoke with at Diamond.  We have kept them anonymous at this time, but will request permission to use their names if it becomes necessary.

Good afternoon [redacted],
We went to [redacted]’s home on Wednesday 11/23/16 after coordinating with [redacted] on 11/22/16.  Our service manager and install manager went out on site and spoke with [redacted].  There had been a miscommunication with our service tech on site and our service manager over the...

phone, regarding a damaged filter.  The customer was correct and the filter was damaged when our tech removed it from the filter box to inspect.  Our service manager replaced the damaged filter and performed the maintenance at no charge as a courteous to [redacted] on 11/23/16.  She is scheduled to have more equipment installed and was satisfied with the outcome to our understanding on 11/23/16. 
We spoke with our installation department and they said that [redacted] had been very cordial and pleasant to work with.  Both our service manager and install manager felt that [redacted] was correct and the technician could have handled and explained the situation better.  We believe she was a satisfied customer after our visit on 11/23/16.
 
 
 
Dodi M[redacted]
Dodi M[redacted]
Team Member since 1993
Main Line [redacted]
Fax 907-222-8531
Direct Line 907-350-3495
[redacted]@mooreheating.com