New England Air Systems

Ms [redacted] ’s Quietside boiler system was installed by NEAS on 3/28/for $8,(not $14,like she is claiming – copy of invoice attached-marked exhibit A), which came with a year manufacturer warranty on the boiler In the boiler manual, which we handed to Ms [redacted] upon completion of the installation, it states, and we reiterated to her verbally, that the system requires YEARLY MAINTENANCE (copy of maintenance page in owner’s manual attached-marked exhibit B) The next contact with Ms [redacted] came in on 7/16/– YEAR AND ½ MONTHS after the original installation At this point, the unit was OUT of the manufacturer’s warranty She scheduled a diagnostic service call as the boiler was leaking Upon arrival to her home, we found that the existing water valve from the house (not on the boiler system) had sprung a leak Water had gone into the boiler system which caused the circuit board, gas valve and circulator pump within the boiler to malfunction We pleaded with the manufacturer on her behalf, to cover these parts under warranty, which they did Ms [redacted] was very appreciative Copy of invoice attached-marked exhibit C On 5/14/Ms [redacted] called in for no heat or hot water We found a bad gas regulator at the propane tank (not the boiler) Her propane company corrected that problem Copy of invoice attached-marked exhibit D Our next contact with Ms [redacted] was on 6/4/when she had no heat or hot water We inspected the system and found a faulty circuit board and gas valve, which due to the age of the system, we felt was unacceptable We immediately contacted Quietside and demanded a new boiler system for our customerWe have installed over of these systems for a local condo association and never had any issues with any one of them Ms [redacted] ’s system seemed to have too many issues and we felt it was necessary for Quietside to stand behind their equipment, which they did On 6/9/2010, NEAS installed a new Quietside boiler, which the manufacturer supplied at no charge We did charge her a fair labor cost to install the new system, which she agreed to and happily paid, as we had saved her a huge amount of money by getting Quietside to warranty their product, which legally, was out of the manufacturer’s warranty Quietside did test the unit that was returned and deemed it a “manufacturers defect” as it was installed properly and to their specifications We again heard from Ms [redacted] on 1/20/She stated that there was not enough heat We found a faulty aquastat assembly This part IS NOT part of the boiler made by Quietside At this point in time, Ms [redacted] had a home warranty contract in place with [redacted] As a professional courtesy to her, we contacted American [redacted] directly and made arrangements to provide the service for Ms [redacted] under her contract with them They ( [redacted] ) reimbursed Ms [redacted] for her out-of-pocket expenses This was the last time we ever heard from Ms [redacted] During the recession, from 2012-2014, NEAS did not service the [redacted] area The only customers in [redacted] that were serviced were ones with a current, valid maintenance contract, in which we satisfied our obligations under their contractNo other service calls to [redacted] were permitted in that time period Ms [redacted] called my office on Tuesday, October 20, ( ½ years later) and was very confrontational and rude to my office staff She demanded to speak with me I was out of the office for a few days for personal reasons and returned on Friday, October 23, After speaking with my office staff, I felt it necessary to make contact with Ms [redacted] via email I wanted all interactions with Ms [redacted] to be documented As you can see from her emails (copies of all email correspondence is attached-marked exhibit E), she was originally concerned about the way my company had treated her as a customer There is no mention (in the first email from Ms [redacted] dated October 22, 2015) of issues with her boiler system in that email I did respond (copy of email attached) Her next email to me was accusing NEAS of an improper installation of her boiler system We have not serviced her boiler system in ½ years Whomever has been servicing her system should be contacted, not New England Air Systems There are so many possible scenarios of what “could” have happened to her boiler system, such as, lack of maintenance, unqualified personnel working on the system or lack of homeowner attention to the system In one of my emails, I did suggest for her to contact the HVAC company that she has been utilizing for the past ½ years for their support NEAS has fulfilled all our obligations to Ms [redacted] in a timely and professional manner I am completely blindsided by these accusations considering the amount of time it has been since we have heard from her Due to the fact that Ms [redacted] is blatantly disrespectful and rude to my staff; I find it impossible to have a productive business relationship with her In this particular situation, I feel it would be Revdex.com’s responsibility to stand behind us based on the facts, documentation and the amount of time that has lapsed since we last had any contact with this customerSincerely, Robert B***

Carlos, Bob, Mike, and Lisa at NEAS were so easy to work with - they returned calls promptly, came out to assess our need for a new air handler and condenser, and got us a quote back very quickly They identified issues with our existing setup and included corrective actions in their plans We felt very comfortable that we were working with people with great expertise in their field NEAS was very efficient and tidy with the installation We are so pleased with the results Would highly recommend them to others for HVAC needs

We have tried several times to reach [redacted] and he is never available [redacted] has copies of all service tickets (with the permission of the current owner) regarding the hot water heater and furnace I am really not sure what else we can do if [redacted] doesn't answer the telephoneWe have done everything that has been asked of us in regards to [redacted] requests Please advise on how else to satisfy this consumer Thank you, [redacted] NEAS

Complaint: ***
I am rejecting this response because: NEAS installed the unit improperly and was negligent in repairing it The water valve that sprung a leak was the valve that NEAS installed and connected to the boiler (and did not have a safety shut off which I demanded that they add) They added the safety after my house was flooded NEAS called Quietside and had them replace the parts that were flooded and pleaded with them to replace the parts because it was NEAS that installed the unit improperly in the first place and the proximate cause of the leaking boiler NEAS claimed that they contacted Quietside for the faulty system in 2010, and that is simply untrueI contacted Quietside and has numerous calls with the owners NOT NEAS In fact NEAS would not help me After numerous calls and letters to the owners of Quietside The owners sent NEAS a new system and acknowledged that the system that NEAS sold to me was faulty A fact that NEAS should have discovered during their visits in and early with all of the unit breakdowns A brand noew $8,unit that broke down times in the first years!!! Instead NEAS left my *** with the faulty boiler and it resulted in a subsequent breakdown NEAS then installed the new system that Quietside sent to me and AGAIN installed it incorrectly and charged me over $in labor NEAS then refused to service the faulty boiler that they installed in my *** and lied to me saying that they no longer service my area stating it was "due to the recession" however they maintained my neighbors unit and made scheduled maintenance visits in my area as if I would not notice them parked in my neighbors yardsI had to beg my current HVAC provider to service the unit and try to get it up and running because NEAS left me with no heat and hot water for a month! They did not want to help because they said the unit was installed improperly AS far a being disrespectful to his staff, I asked his staff if they service the *** area and the staff member said yesI gave her my street name and she said they service my streetI asked her how long has she service my area and she said they have always serviced my area She lied to my face and she was caught in a lie and I told her I needed to speak to Robert immediately If that is considered RUDE, then yes I was rude I was lied to in my face and NEAS has mistreated me as a customer by installng a defective product twice, causing flooidng in my home, lied to me about servicing my area and refused to fix the issues in the boiler that NEAS sold me and installed THAT IS RUDE AND DISRESPECTFULThey are the experts and they left me out to dry with no heat or hot water and refused to come to my home The current HVAC company has documented that the boiler was the wrong size for my home, installed improperly and the improper installation is the cause of all the problems I have had and am having with the unit In addition to the fact that the unit is a lemon, it was also installed improperly and they don't want to touch it They also notified me that NEAS did not get the unit inspected and certified as required by the City of *** Additionally, NEAS installed an electric hot water heater to a propane boiler and rigged the electric water heater improperly I have documentation from the current HVAC company supporting my claim of negligence on behalf of NEAS NEAS is a bad company and has scammed me for $14,That amount as I originally stated is for the cost of the boiler and the exorbitant installation and repair fees that they charged me, knowing the unit they sold me was defective.
Attached are letters from the current HVAC cothat supports the fact that the unit they sold me was a lemon as well as the ifact that the nstallation was improperNEAS should be held responible for how they treat customers and should stand by the furnaces they install If they don't have issues with these furnaces with their other customers than that is even more proof that their installation and the unit they sold me was faulty Addiitionally, Carlos, the person in their office that installed the unit both times is no longer with the company I wonder why I am a lawyer and I have been practicing over yearsI know when I am have been scammed and mistreated as a consumer All they had to do was simply return my call and offer to replace the unit with a proper unit for the size of my *** and install it properly That is was good customer service looks like
Sincerely,
*** ***

In reviewing Ms[redacted]'s last response, we have determined that she is being misledHer allegations, which are coming 1/years after our last contact with her, are completely unsubstantiated, including the fact that "Carlos" is no longer employed here. Carlos has been with NEAS for over years.The boiler system that NEAS installed was an exact size replacement of her original system.We suggest she reach out to Quietside for guidance to locate a knowledgeable HVAC company that is familiar with her specific high end piece of equipment.With all of that in mind, we again, submit our original response, including all pertinent documentation:Ms[redacted]'s Quietside boiler system was installed by NEAS
on 3/28/for $8,(not $14,like she is claiming – copy of
invoice attached-marked exhibit A), which came with a year manufacturer
warranty on the boiler.
In the boiler manual, which we handed to Ms[redacted] upon
completion of the installation, it states, and we reiterated to her verbally,
that the system requires YEARLY
MAINTENANCE (copy of maintenance page in owner's manual attached-marked
exhibit B)
The next contact with Ms[redacted] came in on 7/16/–
YEAR AND ½ MONTHS after the original installation. At this point, the unit was OUT of the manufacturer's
warranty. She scheduled a diagnostic
service call as the boiler was leaking.
Upon arrival to her home, we found that the existing
water valve from the house
(not on the boiler system)
had sprung a leak. Water had gone into
the boiler system which caused the circuit board, gas valve and circulator pump
within the boiler to malfunction. We
pleaded with the manufacturer on her behalf, to cover these parts under
warranty, which they did. Ms[redacted]
was very appreciative. Copy of invoice
attached-marked exhibit C
On 5/14/Ms[redacted] called in for no heat or hot water. We found a bad gas regulator at the propane
tank (not the boiler). Her
propane company corrected that problemCopy of invoice attached-marked
exhibit D
Our next contact with Ms[redacted] was on 6/4/when she had
no heat or hot water. We inspected the
system and found a faulty circuit board and gas valve, which due to the age of
the system, we felt was unacceptable. We
immediately contacted Quietside and demanded a new boiler system for our
customerWe have installed over of these systems for a local condo
association and never had any issues with any one of them. Ms[redacted]'s system seemed to have too many
issues and we felt it was necessary for Quietside to stand behind their
equipment, which they did. On 6/9/2010,
NEAS installed a new Quietside boiler, which the manufacturer supplied at no
charge. We did charge her a fair labor
cost to install the new system, which she agreed to and happily paid, as we had
saved her a huge amount of money by getting Quietside to warranty their product,
which legally, was out of the manufacturer's warranty
Quietside did test the unit that was
returned and deemed it a "manufacturers defect" as it was installed properly
and to their specifications
We again heard from Ms[redacted] on 1/20/2011. She stated that there was not enough heat. We found a faulty aquastat assembly. This part IS NOT part of the
boiler made by Quietside. At
this point in time, Ms[redacted] had a [redacted] warranty contract in place with
[redacted]. As a professional courtesy
to her, we contacted [redacted] directly and made arrangements to
provide the service for Ms[redacted] under her contract with them. They ([redacted]) reimbursed Ms
[redacted] for her out-of-pocket expenses.
This was the last time we ever heard from Ms[redacted]
During the recession, from 2012-2014, NEAS did not service
the [redacted] area. The only customers in
[redacted] that were serviced were ones with a current, valid maintenance
contract, in which we satisfied our obligations under their contractNo other
service calls to [redacted] were permitted in that time period
Ms[redacted] called my office on Tuesday, October 20, (
½ years later) and was very confrontational and rude to my office staff. She demanded to speak with me. I was out of the office for a few days for
personal reasons and returned on Friday, October 23, 2015. After speaking with my office staff, I felt
it necessary to make contact with Ms[redacted] via email. I wanted all interactions with Ms[redacted] to
be documented. As you can see from her
emails (copies of all email correspondence is attached-marked exhibit E), she
was originally concerned about the way my company had treated her as a
customer. There is no mention (in the
first email from Ms[redacted] dated October 22, 2015) of issues with her boiler
system in that email. I did respond
(copy of email attached). Her next email
to me was accusing NEAS of an improper installation of her boiler system
We have not serviced her boiler system in ½ years. Whomever has been servicing her system should
be contacted, not New England Air Systems.
There are so many possible
scenarios of what "could" have happened to her system, such as, lack of
maintenance, unqualified personnel working on the system or lack of homeowner
attention to the system
In one of my emails, I did suggest for her to contact the
HVAC company that she has been utilizing for the past ½ years for their
support.
NEAS has fulfilled all our obligations to Ms[redacted] in a
timely and professional manner
I am completely blindsided by these accusations
considering the amount of time it has been since we have heard from her.
Due to the fact that Ms[redacted] is blatantly disrespectful
and rude to my staff; I find it impossible to have a productive business
relationship with her
In this particular situation, I feel it would be Revdex.com's
responsibility to stand behind us based on the facts, documentation and the
amount of time that has lapsed since we last had any contact with this
customer

Complaint: [redacted]
I am rejecting this response because: NEAS installed the unit improperly and was negligent in repairing it.  The water valve that sprung a leak was the valve that NEAS installed and connected to the boiler (and did not have a safety shut off which I demanded that they add).  They added the safety after my house was flooded.  NEAS called Quietside and had them replace the parts that were flooded and pleaded with them to replace the parts because it was NEAS that installed the unit improperly in the first place and the proximate cause of the leaking boiler.   NEAS claimed that they contacted Quietside for the faulty system in 2010, and that is simply untrue. I contacted Quietside and has numerous calls with the owners NOT NEAS.  In fact NEAS would not help me.  After numerous calls and letters to the owners of Quietside.  The owners sent NEAS a new system and acknowledged that the system that NEAS sold to me was faulty.  A fact that NEAS should have discovered during their visits in 2009 and early 2010 with all of the unit breakdowns.  A brand noew $8,000 unit that broke down 3 times in the first 2 years!!!  Instead NEAS left my [redacted] with the faulty boiler and it resulted in a subsequent breakdown.   NEAS then installed the new system that Quietside sent to me and AGAIN installed it incorrectly and charged me over $1200 in labor.  NEAS then refused to service the faulty boiler that they installed in my [redacted] and lied to me saying that they no longer service my area stating it was "due to the recession" however they maintained my neighbors unit and made scheduled maintenance visits in my area as if I would not notice them parked in my neighbors yards. I had to beg my current HVAC provider to service the unit and try to get it up and running because NEAS left me with no heat and hot water for a month!   They did not want to help because they said the unit was installed improperly.  AS far a being disrespectful to his staff, I asked his staff if they service the [redacted] area and the staff member said yes. I gave her my street name and she said they service my street. I asked her how long has she service my area and she said they have always serviced my area.  She lied to my face and she was caught in a lie and I told her I needed to speak to Robert immediately.  If that is considered RUDE, then yes I was rude.  I was lied to in my face and NEAS has mistreated me as a customer by installng a defective product twice, causing flooidng in my home, lied to me about servicing my area and refused to fix the issues in the boiler that NEAS sold me and installed.  THAT IS RUDE AND DISRESPECTFUL. They are the experts and they left me out to dry with no heat or hot water and refused to come to my home.   The current HVAC company has documented that the boiler was the wrong size for my home, installed improperly and the improper installation is the cause of all the problems I have had and am having with the unit.  In addition to the fact that the unit is a lemon, it was also installed improperly and they don't want to touch it.   They also notified me that  NEAS did not get the unit inspected and certified as required by the City of [redacted].  Additionally, NEAS installed an electric hot water heater to a propane boiler and rigged the electric water heater improperly.  I have documentation from the current HVAC company supporting my claim of negligence on behalf of NEAS.  NEAS is a bad company and has scammed me for $14,000. That amount as I originally stated is for the cost of the boiler and the exorbitant installation and repair fees that they charged me, knowing the unit they sold me was defective. Attached are letters from the current HVAC co. that supports the fact that the unit they sold me was a lemon as well as the ifact that the nstallation was improper. NEAS should be held responible for how they treat customers and should stand by the furnaces they install.  If they don't have issues with these furnaces with their other customers than that is even more proof that their installation and the unit they sold me was faulty.  Addiitionally, Carlos,  the person in their office that installed the unit both times is no longer with the company.  I wonder why.  I am a lawyer and I have been practicing over 15 years. I know when I am have been scammed and mistreated as a consumer.  All they had to do was simply return my call and offer to replace the unit with a proper unit for the size of my [redacted] and install it properly.  That is was good customer service looks like.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I called their office several times when the boiler failed and I was told that Carlos no longer worked for the company and they no longer service my area. However they continued to service my neighbor [redacted].   Both responses were lies as NEAS has clearly establisted in their emails. They gave me the run around for years, refused to service my unit based on their own admitted lies and this is the only reason they did not service my unit for th elast 4 1/2 years as they keep highlighting.  They REFUSED to service my unit, lied to me about their service area change and lied about Carlos no longer working there.  I have reached out a number of time to speak to Rob the owner and he refused to return my calls and chose to be combative and unavailable because he KNEW he incorrectly installed the unit and refused to fix the faulty unit.  This is BAD business practice and customers need to know how horrible this business treats customers and does not stand behind their brand.  
Sincerely,
[redacted]

We have tried several times to reach [redacted] and he is never available.  [redacted] has copies of all service tickets (with the permission of the current owner) regarding the hot water heater and furnace.  I am really not sure what else we can do if [redacted] doesn't answer the telephone. We...

have done everything that has been asked of us in regards to [redacted] requests.  Please advise on how else to satisfy this consumer.
 
Thank you,
[redacted]
NEAS

Ms. [redacted]’s Quietside boiler system was installed by NEAS
on 3/28/2008 for $8,395.00 (not $14,000.00 like she is claiming – copy of
invoice attached-marked exhibit A), which came with a 1 year manufacturer
warranty on the boiler. 
In the boiler manual, which we handed to Ms. [redacted] upon
completion of the installation, it states, and we reiterated to her verbally,
that the system requires YEARLY
MAINTENANCE (copy of maintenance page in owner’s manual attached-marked
exhibit B).
The next contact with Ms. [redacted] came in on 7/16/2009 – 1 YEAR
AND 3 ½ MONTHS after the original installation. 
At this point, the unit was OUT of the manufacturer’s warranty.  She scheduled a diagnostic service call as
the boiler was leaking.  Upon arrival to
her home, we found that the existing water valve from the house (not on the boiler system) had
sprung a leak.  Water had gone into the
boiler system which caused the circuit board, gas valve and circulator pump
within the boiler to malfunction.  We
pleaded with the manufacturer on her behalf, to cover these parts under
warranty, which they did.  Ms. [redacted]
was very appreciative.  Copy of invoice
attached-marked exhibit C.
On 5/14/2010 Ms. [redacted] called in for no heat or hot water.  We found a bad gas regulator at the propane
tank (not the boiler).  Her propane company corrected that problem.
Copy of invoice attached-marked exhibit D.
Our next contact with Ms. [redacted] was on 6/4/10 when she had
no heat or hot water.  We inspected the
system and found a faulty circuit board and gas valve, which due to the age of
the system, we felt was unacceptable.  We
immediately contacted Quietside and demanded a new boiler system for our
customer. We have installed over 50 of these systems for a local condo association
and never had any issues with any one of them. 
Ms. [redacted]’s system seemed to have too many issues and we felt it was
necessary for Quietside to stand behind their equipment, which they did.  On 6/9/2010, NEAS installed a new Quietside
boiler, which the manufacturer supplied at no charge.  We did charge her a fair labor cost to install
the new system, which she agreed to and happily paid, as we had saved her a
huge amount of money by getting Quietside to warranty their product, which
legally, was out of the manufacturer’s warranty.
Quietside did test
the unit that was returned and deemed it a “manufacturers defect” as it was
installed properly and to their specifications.
We again heard from Ms. [redacted] on 1/20/2011. She stated that there was not enough
heat.  We found a faulty aquastat
assembly.  This part IS NOT part of the boiler made by Quietside.  At this point in time, Ms. [redacted] had a home
warranty contract in place with [redacted].  As a professional courtesy to her, we contacted American
[redacted] directly and made arrangements to provide the service for Ms.
[redacted] under her contract with them.  They
([redacted]) reimbursed Ms. [redacted] for her out-of-pocket expenses.  This was the last time we ever heard from Ms.
[redacted].
During the recession, from 2012-2014, NEAS did not service
the [redacted] area.  The only customers in
[redacted] that were serviced were ones with a current, valid maintenance
contract, in which we satisfied our obligations under their contract. No other
service calls to [redacted] were permitted in that time period.
Ms. [redacted] called my office on Tuesday, October 20, 2015 (4
½ years later) and was very confrontational and rude to my office staff.  She demanded to speak with me.    I was out of the office for a few days for
personal reasons and returned on Friday, October 23, 2015.  After speaking with my office staff, I felt
it necessary to make contact with Ms. [redacted] via email.  I wanted all interactions with Ms. [redacted] to
be documented.  As you can see from her
emails (copies of all email correspondence is attached-marked exhibit E), she
was originally concerned about the way my company had treated her as a
customer.  There is no mention (in the first
email from Ms. [redacted] dated October 22, 2015) of issues with her boiler system
in that email.  I did respond (copy of
email attached).  Her next email to me
was accusing NEAS of an improper installation of her boiler system.
We have not serviced her boiler system in 4 ½ years.  Whomever has been servicing her system should
be contacted, not New England Air Systems. 
There are so many possible scenarios of what “could” have happened to
her boiler system, such as, lack of maintenance, unqualified personnel working on the
system or lack of homeowner attention to the system.
In one of my emails, I did suggest for her to contact the
HVAC company that she has been utilizing for the past 4 ½ years for their
support. 
NEAS has fulfilled all our obligations to Ms. [redacted] in a
timely and professional manner.
I am completely blindsided by these false accusations
considering the amount of time it has been since we have heard from her. 
Due to the fact that Ms. [redacted] is blatantly disrespectful and
rude to my staff; I find it impossible to have a productive business
relationship with her.
In this particular situation, I feel it would be Revdex.com’s
responsibility to stand behind us based on the facts, documentation and the amount of time
that has lapsed since we last had any contact with this customer.
Sincerely,
Robert B[redacted]

Carlos, Bob, Mike, and Lisa at NEAS were so easy to work with - they returned calls promptly, came out to assess our need for a new air handler and condenser, and got us a quote back very quickly. They identified issues with our existing setup and included corrective actions in their plans. We felt very comfortable that we were working with people with great expertise in their field. NEAS was very efficient and tidy with the installation. We are so pleased with the results. Would highly recommend them to others for HVAC needs.

Review: I have a contract to purchase a home in [redacted]. As part of the closing agreement, the hot water heater and furnace were serviced by New England Air Systems on June 27th. The owners notified me that they gave permission to the company for me to speak with the company about what kind of repairs were done.I spoke with [redacted], the office manager on June 27th after the service was completed to see what work was done. She said there was no way I could be informed about the updates until monday, june 30th.My agent has since spoken with [redacted] numerous times since June 27th and we have not heard from them. Today is July 9th.Desired Settlement: I would like to informed about the work that was done in the home from the service technician.

Business

Response:

We have tried several times to reach [redacted] and he is never available. [redacted] has copies of all service tickets (with the permission of the current owner) regarding the hot water heater and furnace. I am really not sure what else we can do if [redacted] doesn't answer the telephone. We have done everything that has been asked of us in regards to [redacted] requests. Please advise on how else to satisfy this consumer.

Review: This company installed a furnace improperly causing flooding of my home, the installed a unit that was improperly sized for the [redacted] and a boiler that was too large for the furnace installed. They refused to service or fix the unit and lied to me saying they no longer serviced my area and I have picture of them servicing my neighbors home. They refused to correctly install the unit and to this day I have yearly problems due to their faulty installation. They are horrible and rude to customers. Additionally, they did not have the furnace inspected by the city after it was installed.Desired Settlement: I would like a refund of the labor cost, because they did not install the unit properly

Business

Response:

Ms. [redacted]’s Quietside boiler system was installed by NEAS

on 3/28/2008 for $8,395.00 (not $14,000.00 like she is claiming – copy of

invoice attached-marked exhibit A), which came with a 1 year manufacturer

warranty on the boiler.

In the boiler manual, which we handed to Ms. [redacted] upon

completion of the installation, it states, and we reiterated to her verbally,

that the system requires YEARLY

MAINTENANCE (copy of maintenance page in owner’s manual attached-marked

exhibit B).

The next contact with Ms. [redacted] came in on 7/16/2009 – 1 YEAR

AND 3 ½ MONTHS after the original installation.

At this point, the unit was OUT of the manufacturer’s warranty. She scheduled a diagnostic service call as

the boiler was leaking. Upon arrival to

her home, we found that the existing water valve from the house (not on the boiler system) had

sprung a leak. Water had gone into the

boiler system which caused the circuit board, gas valve and circulator pump

within the boiler to malfunction. We

pleaded with the manufacturer on her behalf, to cover these parts under

warranty, which they did. Ms. [redacted]

was very appreciative. Copy of invoice

attached-marked exhibit C.

On 5/14/2010 Ms. [redacted] called in for no heat or hot water. We found a bad gas regulator at the propane

tank (not the boiler). Her propane company corrected that problem.

Copy of invoice attached-marked exhibit D.

Our next contact with Ms. [redacted] was on 6/4/10 when she had

no heat or hot water. We inspected the

system and found a faulty circuit board and gas valve, which due to the age of

the system, we felt was unacceptable. We

immediately contacted Quietside and demanded a new boiler system for our

customer. We have installed over 50 of these systems for a local condo association

and never had any issues with any one of them.

Ms. [redacted]’s system seemed to have too many issues and we felt it was

necessary for Quietside to stand behind their equipment, which they did. On 6/9/2010, NEAS installed a new Quietside

boiler, which the manufacturer supplied at no charge. We did charge her a fair labor cost to install

the new system, which she agreed to and happily paid, as we had saved her a

huge amount of money by getting Quietside to warranty their product, which

legally, was out of the manufacturer’s warranty.

Quietside did test

the unit that was returned and deemed it a “manufacturers defect” as it was

installed properly and to their specifications.

We again heard from Ms. [redacted] on 1/20/2011. She stated that there was not enough

heat. We found a faulty aquastat

assembly. This part IS NOT part of the boiler made by Quietside. At this point in time, Ms. [redacted] had a home

warranty contract in place with [redacted]. As a professional courtesy to her, we contacted American

[redacted] directly and made arrangements to provide the service for Ms.

[redacted] under her contract with them. They

([redacted]) reimbursed Ms. [redacted] for her out-of-pocket expenses. This was the last time we ever heard from Ms.

[redacted].

During the recession, from 2012-2014, NEAS did not service

the [redacted] area. The only customers in

[redacted] that were serviced were ones with a current, valid maintenance

contract, in which we satisfied our obligations under their contract. No other

service calls to [redacted] were permitted in that time period.

Ms. [redacted] called my office on Tuesday, October 20, 2015 (4

½ years later) and was very confrontational and rude to my office staff. She demanded to speak with me. I was out of the office for a few days for

personal reasons and returned on Friday, October 23, 2015. After speaking with my office staff, I felt

it necessary to make contact with Ms. [redacted] via email. I wanted all interactions with Ms. [redacted] to

be documented. As you can see from her

emails (copies of all email correspondence is attached-marked exhibit E), she

was originally concerned about the way my company had treated her as a

customer. There is no mention (in the first

email from Ms. [redacted] dated October 22, 2015) of issues with her boiler system

in that email. I did respond (copy of

email attached). Her next email to me

was accusing NEAS of an improper installation of her boiler system.

We have not serviced her boiler system in 4 ½ years. Whomever has been servicing her system should

be contacted, not New England Air Systems.

There are so many possible scenarios of what “could” have happened to

her boiler system, such as, lack of maintenance, unqualified personnel working on the

system or lack of homeowner attention to the system.

In one of my emails, I did suggest for her to contact the

HVAC company that she has been utilizing for the past 4 ½ years for their

support.

NEAS has fulfilled all our obligations to Ms. [redacted] in a

timely and professional manner.

I am completely blindsided by these false accusations

considering the amount of time it has been since we have heard from her.

Due to the fact that Ms. [redacted] is blatantly disrespectful and

rude to my staff; I find it impossible to have a productive business

relationship with her.

In this particular situation, I feel it would be Revdex.com’s

responsibility to stand behind us based on the facts, documentation and the amount of time

that has lapsed since we last had any contact with this customer.Sincerely,Robert B[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: NEAS installed the unit improperly and was negligent in repairing it. The water valve that sprung a leak was the valve that NEAS installed and connected to the boiler (and did not have a safety shut off which I demanded that they add). They added the safety after my house was flooded. NEAS called Quietside and had them replace the parts that were flooded and pleaded with them to replace the parts because it was NEAS that installed the unit improperly in the first place and the proximate cause of the leaking boiler. NEAS claimed that they contacted Quietside for the faulty system in 2010, and that is simply untrue. I contacted Quietside and has numerous calls with the owners NOT NEAS. In fact NEAS would not help me. After numerous calls and letters to the owners of Quietside. The owners sent NEAS a new system and acknowledged that the system that NEAS sold to me was faulty. A fact that NEAS should have discovered during their visits in 2009 and early 2010 with all of the unit breakdowns. A brand noew $8,000 unit that broke down 3 times in the first 2 years!!! Instead NEAS left my [redacted] with the faulty boiler and it resulted in a subsequent breakdown. NEAS then installed the new system that Quietside sent to me and AGAIN installed it incorrectly and charged me over $1200 in labor. NEAS then refused to service the faulty boiler that they installed in my [redacted] and lied to me saying that they no longer service my area stating it was "due to the recession" however they maintained my neighbors unit and made scheduled maintenance visits in my area as if I would not notice them parked in my neighbors yards. I had to beg my current HVAC provider to service the unit and try to get it up and running because NEAS left me with no heat and hot water for a month! They did not want to help because they said the unit was installed improperly. AS far a being disrespectful to his staff, I asked his staff if they service the [redacted] area and the staff member said yes. I gave her my street name and she said they service my street. I asked her how long has she service my area and she said they have always serviced my area. She lied to my face and she was caught in a lie and I told her I needed to speak to Robert immediately. If that is considered RUDE, then yes I was rude. I was lied to in my face and NEAS has mistreated me as a customer by installng a defective product twice, causing flooidng in my home, lied to me about servicing my area and refused to fix the issues in the boiler that NEAS sold me and installed. THAT IS RUDE AND DISRESPECTFUL. They are the experts and they left me out to dry with no heat or hot water and refused to come to my home. The current HVAC company has documented that the boiler was the wrong size for my home, installed improperly and the improper installation is the cause of all the problems I have had and am having with the unit. In addition to the fact that the unit is a lemon, it was also installed improperly and they don't want to touch it. They also notified me that NEAS did not get the unit inspected and certified as required by the City of [redacted]. Additionally, NEAS installed an electric hot water heater to a propane boiler and rigged the electric water heater improperly. I have documentation from the current HVAC company supporting my claim of negligence on behalf of NEAS. NEAS is a bad company and has scammed me for $14,000. That amount as I originally stated is for the cost of the boiler and the exorbitant installation and repair fees that they charged me, knowing the unit they sold me was defective.