NW Heating and Cooling, Inc.

This is the first time I have heard of an offer to refund the $60 with an apology.  There were 2 times prior where NW Heating and Cooling could have clarified their response if they were going to do so.  The first time after the email exchange, I just had 1 more exchange to add to the emails already provided, see below.  The second time was on the Facebook page, see below.  Neither time did they say I misunderstood or offered to pay back the renter.    In fact NW Heating always blamed me or the renter for the vacuum.  It seemed like a pretty simple question, who ruined the vacuum?  Did I ruin it?  Did the renter?  Or did the installer?  NW Heating did have the renter's email address, because I CC'd her in the initial complaint to NW Heating, or NW Heating could have just asked for it.  NW Heating was not pro-active in handling the situation and appeared to hope it would just go away.  I did assume the renter threw away the vacuum, because she was so angry every time I asked for it.  I kept asking the renter for it, until she calmed down enough so I could bring it to NW Heating.  If NW Heating was going to just try to fix it, why  did I have to pick it up and deliver it to them?  If NW Heating was just going to fix it, I would assume they would have paid for a rental or replacement vacuum during the time the tenant was without the use of her vacuum?I really do not want anything more from this "business".  I have already paid the tenant back out of my own money to make things right.-------- Original message --------
From: [redacted] <[redacted]>
Date: 11/21/2015 3:29 PM (GMT-08:00)
To: N W Heating And Cooling <[redacted]>
Subject: Re: GAS LINE INSTALLATION
[redacted] already bought another
vacuum.  I mentioned that earlier.  What about the time she was
without a vacuum?  Why did [redacted] use it as a shop vac?  Why didn't
anyone offer to help fix her vacuum while I was out of town?  Seems pretty
late in the game now to try and fix it for her??
(This second email was sent shortly after this top one, top one if for reference)I
don't understand why this is so complicated.  [redacted] is only asking for
$60, which I don't think is unreasonable.  You are still making money on
that project.  [redacted] and the other guy were only there for 3 hours or
so.  What am I missing?Facebook post (I am pretty sure this has been deleted by NW Heating, but I made a copy):Wow, I had NW Heating and Cooling install a gas
fireplace at my rental unit. and the installer used the renters vacuum as a
shop vacuum and ruined it. I guess he forgot his shop vac in another truck. I
told them about it while I was out of town, and [redacted] at NW Heating never
offered to help get it or fix it. She asked for the vacuum, which the renter
had several emails about how unprofessional it was, but I assumed that meant NW
Heating was going to replace the $60 vacuum. Now NW Heating is saying they are
not going to reimburse the renter for it. After a $1500 install bill to run
some new chimney pipe, I sure thought they would have given the renter back
$60. Now I am just speechless...NW Heating and
Cooling Inc
NW Heating and
Cooling Inc Mr. [redacted]...shame on you! You told our installers to use the
vaccum when they explained they swapped trucks due to the main truck being down.
You sent us an email
from the renter days later and explained you were not currently in town to deal
with it. We were waiting for you to get back into town. We do not have contact
information of your renter other than the address. When you got back into town
you told us that she bought another vacuum. We instructed you to bring it to us
so that we can look at it. We were then told that she threw it away. Apparently
she found it and gave it to you and you brought it in and all we found was the
beater bar full of human hair and animal hair. The filter was not with the
vacuum. And as per our emails today I simply told you what I mentioned above. I
have not concluded what we will do yet because I am currently at an Eastern
Washington football game on my day off and have not talked to [redacted] who was
cleaning the vacuum and researching a replacement filter. I find it
irresponsible for you to jump right on to our Facebook page and slander us like
this.
[redacted] You said I TOLD the installers to use the
renter's vacuum. Like I charged them under penalty of death, use the renter's
vacuum or else. I can only assume that if I had said to get a drink of water
from the refrigerator they would have hooked up the hose and washed their
truck. I stated I was out of town, [redacted] admitted to using it. Why would you
have not offered to go to the renter's house to fix it or try? Then you asked
me to get the vacuum and bring it to you. Anything else you would like me to do
to complete your professional transaction. Yes, I am upset. The renter was
upset, but I kept saying you would do the right thing and fix it or offer some
solution. Only to find out, your solution was to wait and hope everything went
away.
Like · Reply · 47 mins
[redacted] Your story makes no sense. I still can't get over the fact that
the installers used an upright vacuum as a shop vac. Everyone knows that would
destroy an upright vacuum. Why would I say, Use the renter's vacuum as a shop
vac" oh and no other conditions on its use, like clean it up afterwards.
Ridiculous.
Unlike · Reply · 1 · 43 mins
[redacted] You know how you could have avoided blaming the tenant for having
the beater bar full of hair in her vacuum? Yes, you guessed it, don't use it.
You brought this in yourself by being unprofessional. Unless using a renter's
equipment is considered professional nowadays...
Unlike · Reply · 1 · 38 mins
[redacted] If you have not concluded what we will do yet, why did you say
"We will get her a filter and return the vacuum to her."?
Unlike · Reply · 1 · 34 mins
[redacted] By the way, this is the comment that sent me over the edge. So I
told the renter your offer to give her back her vacuum with a new filter. and
"I am in shock. What can we work out on this? Or what do you think is
fair?" So I will have that conversation with the renter and take care of
the situation. I have already filed a Revdex.com complaint, but I am really done with
this. I will work with the renter and fix this myself.
Unlike · Reply · 1 · 15 mins

Review: This company has demonstrated a terrible business practice in providing horrible customer service and unreliable workmanship. The reason they were fixing our air conditioner was due to them not repairing it correctly the first time. We had a slow leak as a result of them never correctly installing the unit and when they came back it was never fixed correctly, even though they assured us they would make it right and fix the issue. Their supposable best guy came to find the leak and we were never given an invoice to see the work being done, when we asked for an invoice we were told they were trying to make it right and it was under warranty. The company tried to repair the line and did a bad job leaving open holes outside our house and made changes by re-routing the line without our authorization. We asked why they didn't do a better job and the excuse by the serviceman was he didn't have the right tools. On several occasions, the serviceman was not in a uniform when he showed up and wouldn’t follow up with us for several weeks after trying a pressure test, causing the freon to continue leaking and resulting in him adding more and ruining our compressor. My husband would call the office to find out when he would come back and it would take days to get a phone call back. When the serviceman would come back he said he was still trying to figure it out and NEVER told us we owed anything, he had a lack for follow up and didn't seem to make it a priority to fix it. Due to waiting so long for the repairs and the leak going on for so long, the compressor to the air conditioner is close to breaking due to working overtime to compensate for the leak. Our biggest dispute is sending us a bogus bill for almost $1500 dollars TWO MONTHS after they tried to fix the unit, which we are still not sure if it’s fixed because we hardly used it after that time. We were never told we would be billed for anything and NEVER given an invoice to sign or notification at any time listing charges. We also never agreed or signed for any of the charges, we were never given an estimate to agree upon the services because every time we asked they said they were making it right and it was under the warranty of their work. We tried to call the company several times after the last time they fixed the line and they would never call us back. My husband tried to call the owner and serviceman, but no response. I tried to call the office again on 10/21 to ask if they tried to order the compressor under the warranty, the secretary told me they were too busy to talk to me, but wanted my email to send me a quote to fix the compressor and I asked again, if they had ordered it because I wanted it. The secretary told me, she didn't know if they had it or maybe the warranty ran out and they couldn’t order it, she wasn’t sure, but she would send me a quote. I told her, the serviceman ([redacted]) or the owner needs to call me, she said okay. When I got home to my surprise they emailed me an invoice for all the supposable charges they did to repair the air conditioner with no dates of service, so I have no idea what is true when we were never given an documentation for any of the work they did EVER!! On the quote, they stated they did get the compressor which we did not authorize under the warranty. Today (10/22/14), my husband called to talk to the owner to straighten out the issue and now the owner is out of town and cannot call him and the serviceman ([redacted]) was too busy. This experience has been nothing but frustration from the beginning, the only reason we went back was for them to fix the mistake they made from the start. Why would we pay for services twice when they should’ve done right the FIRST TIME?Desired Settlement: We want a billing adjustment and do not think we should be responsible for any of the charges, they should've been up front from the beginning if there were going to be charging us for anything. They should have told us what they were going to do each time and given us an invoice. We have no record they came, what kind of warranty to do we have if they still didn't fix the problem, we have nothing!! We also want our compressor that was ordered under OUR the warranty of our air conditioner.

Business

Response:

10/29/2014I have read the complaint made by Mrs. [redacted] and I find that

her recollection of the events to be greatly lacking in accuracy. The dealings with the [redacted]’s and my company

have been with Mr. [redacted] and a woman who I believe to be Mr. [redacted]’s

mother. There have been a couple times

that my office has spoken with Mrs. [redacted] over the phone, of which each time

she has been less than cordial and each time we have come to the realization

that she is not “in the loop” with what Mr. [redacted] and my technician have agreed

upon.

First off, we did not install their air conditioning unit; we

were called the summer of 2010 to look at it.

We were informed at that time that they have had a few other companies

out over the years that were not able to fix the problem for them. Of course, we felt bad for them spending so

much money and not having an operational system so we told them that we would

check it out for them. At that time my

technician ([redacted]) and I discussed the job and hoped we did not just adopt a

huge issue from a previous company but [redacted] really liked Mr. [redacted] so we went

forward. A brief timeline of events:

June 12, 2010 – Found unit was low on Freon. Suggest a leak test to be done to find where

the leak may be so we can repair and recharge system.

June 13, 2010 – Did a leak test, found that the system was 7

pounds low but could not locate the leak.

Mr. [redacted] told [redacted] to recharge the system to get through the

season.

May 27, 2011 – [redacted] went out to check on system, it was low

on charge. [redacted] evaluated the system

and felt that the leak could be hiding in the indoor evaporator coil. [redacted]

contacted the warranty department and they authorized a coil replacement. [redacted] changed out the evaporator coil, added

the needed refrigerant and the system pressures were good and ran fine.

May 22, 2014 – After 3 years, Mr. [redacted] called saying the system

was acting up. [redacted] went out and did a

leak test. He checked all the fittings

from the coil replacement from three years prior and they were all fine. He suggested a “dye test” so he could see the

dye where the leak is. Most of the

refrigeration line from the furnace to the air conditioner is in a finished ceiling

so most cannot be seen. [redacted] added 10 pounds of refrigerant discounted to $50

per pound, $65 leak test and the next day $50 for the dye test. He told Mr.

[redacted] that we wouldn’t bill this out until we knew the system was running

properly.

May 27, 2014 – [redacted] added dye to the line and would be back

in a month or so to see if he could find where the dye was leaking.

July 17, 2014 – [redacted] went back to check for the dye, he

found no dye. Concluded that it may be

in the ceiling and that it may be best to just pull the old line set out and

replace with new. Mr. [redacted] agreed to this (Mr. [redacted] called my office at a

later date asking me how much the line set replacement would be, I told him my

cost is around $250.00. At this time I

was not fully aware of the details that Mr. [redacted] and [redacted] had discussed).

July 29, 2014 – [redacted] replaced the refrigeration line. [redacted] ran into some issues as to where he

could run the line and had to redirect the line a bit to be able to get it to

the outside. He removed some siding to

get into the wall. He replaced the siding when finished. [redacted] meant to go back with caulking to

finish tightening it up but his schedule did get very hectic. [redacted] spoke to Mr. [redacted] of this and [redacted]

was under the impression it was being taken care of. [redacted] pointed out to Mr. [redacted] that the

compressor on his air conditioner was getting loud and that it may be starting

to fail.

[redacted] spoke with the warranty department again and asked if

we could bend the rules a bit and have it changed out under warranty before the

compressor actually failed since the warranty was getting close to ending. It was approved and [redacted] told Mr. [redacted] that

we would have to purchase it outright and when we were able to do so and he had

time in his schedule we would. [redacted]

ordered the compressor and it is sitting at a wholesale house in Spokane

waiting on us to pick up. [redacted] has been

very busy and has not had a chance to take a day to change out the

compressor.

I worked up a quote to replace the compressor. A warranty only covers the compressor, it

does not cover the line dryer, refrigerant and labor needed to replace. When Mrs. [redacted] called to say that they were

ready for the compressor change out I sent her the estimate to do so. This call also reminded me that I had not

billed them out yet for the work that Mr. [redacted] approved with [redacted] months

prior. We have not received any calls

from the [redacted]’s stating otherwise.

After all, we charged $500 for refrigerant, $65 for leak test, $50 for

dye test, $300 for labor. The next ticket

to replace the refrigeration line we charged $250 for the line and $200 for

labor. The [redacted]’s were treated more

than fairly on the pricing, of which several hours of labor and several pounds

of refrigerant were not billed.

Mrs. [redacted]’s claim that we ruined her compressor is

ridiculous and sure she is reaching in order to have this bill we sent her dissolved. I am a very understanding individual; I

understand that when you are not directly involved it is easy to misunderstand

what is taking place such as between Mr. [redacted] and [redacted]. Because of moments like these I have become a

diligent note keeper as are my people. Also… our technicians are always in uniform;

I see them EVERY morning… gray or green t-shirt with logo on breast

pocket. I have never seen [redacted] or [redacted]

leave this office without one.

[redacted] and I searched his phone for Mr. [redacted]’s phone number

since Mrs. [redacted] claims that he has been trying to reach [redacted]. The last call between [redacted] and Mr. [redacted] was

in September and that was [redacted] calling Mr. [redacted]. The same goes for our land lines. All our calls are recorded and we have just

recently been receiving calls from Mrs. [redacted] stating she was ready to have

compressor installed. She did speak with

our receptionist who has been with us for a few weeks and had no idea of the procedures

but felt threatened by Mrs. [redacted]’s tone when she was not able to answer her

questions about the compressor. She has

since been advised to just take a message and someone will return the call with

the needed information.

I called Mr. [redacted] and left a message on his home phone and

his cell phone to discuss his billing but have not heard back from him. That same day I was notified of this letter

from Mrs. [redacted]. I can only assume that

they have not called me back due to realizing the many inaccuracies of Mrs.

[redacted]’s letter. If she was present at

the times [redacted] was there doing the repairs she may have better insight as to

the events that led up to the bill that was sent to her. Because a technician

makes the statement “We want to make this right” is not implying that we are

going to do it for FREE. We charged

about half of what should have been charged because [redacted] sincerely likes Mr.

[redacted] and felt bad that other companies charged him so much and did not fix the

problem. [redacted] stuck with it over months

and got it fixed. He volunteered several

of his ours and asked me not to charge full retail on materials and

refrigerant. It is unfortunate that in today’s

society we cannot help someone out without getting negative things written

about us. I suppose we will have to choose

more wisely on the individuals we help in this manner.

As far as the settlement desired: $1,483.76 is the invoice amount and will stay

the invoice amount.

As far as the compressor: It is at the wholesaler, the

warranty department has authorized us to change it out. The cost to change it out is a discounted

price of $800 before sales tax. If the

[redacted]’s wish to have someone else changes it out this is their prerogative.

Consumer

Response:

[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]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The owner left a message on our home phone on 10/24 at 9:30 am to talk about the charges, but gave the excuse she would only be in the office until 11:00 am. We have jobs and she did not try to call my cell phone. I called the office on 10/31 and 11/4, left a message and nobody has returned my phone calls.

Review: I hired NW Heating and cooling to install a gas fireplace. While at the location the installer ([redacted]) used the tenants vacuum cleaner as a shop vac. It destroyed my renters vacuum. I emailed NW Heating with my renters complaint while I was out of town on business. Renter purchased a new vacuum cleaner, and NW Heating admitted to using the vacuum and apologized. NW Heating asked for the vacuum, and I thought that to mean they would replace the vacuum after they verified the make and model. Now NW Heating has since changed their mind regarding replacement.Desired Settlement: Renter is asking for $60

Business

Response:

On 10/9/15 my install crew installed Mr. [redacted]'s Napoleon freestanding gas stove he purchased elsewhere. My crew takes responsibility for their decision to go against our rules of using homeowners things. They should have called the office to have the shop vac delivered or one of them should have run back to the office to pick it up. When Mr. [redacted] handed them the vacuum and told them to use it, they just were not thinking. When my crew came into the office that evening and told me that they forgot their vac and Mr. [redacted] offered one it did not "click" with me that it was an actual tenants vacuum, I was always under the impression that this was Mr. [redacted]'s home and not a rental (my crew later told me that they knew it was a rental). At no time did I tell Mr. [redacted] that we were not going to reimburse his tenant for the vacuum. He sent an email on 10/28/15 with an email from tenant, I responded. On 10/29/15 he sent another email from tenant, I responded. My receptionist said she spoke with him on the phone 11/3/15 explaining that we needed the vacuum to determine if there was actual damage to the vacuum. He told her then that the vacuum was thrown away but would see about getting it for us. (We have been scammed before and wanted proof that the vacuum was destroyed.) I received an email on 11/16/15 stating that he had the vacuum and would drop it off the next day. On 11/17/15 (the day of the big wind storm) the vacuum was dropped off at the office. The vacuum was missing the washable filter and the beater bar was locked up with animal and human hair. At this point we were going to find the appropriate filter, clean the beater bar and [redacted] and [redacted] were to return it to the residence along with $60.00 and an apology. (We have no contact information for the tenant except an address.)From the afternoon of 11/17/15 through 11/24/15 we have been dealing with several residence with no heat or power. Our technicians have been running around the clock helping residence hook up generators to help heat their homes enough to avoid pipes freezing and our dispatcher has been far too busy to research the filter for the vacuum. (Two of my technicians still have no power as of today.) On 11/21/15 while at an EWU tailgate / football game with friends, I received an email from Mr. [redacted] asking the status. I simply stated what I knew since [redacted] was working on it and she had not given me an update as of then. ( I should have just not responded until Monday but I always respond to my clients immediately when they call, text or email me as a courtesy.) At this point Mr. [redacted]'s email turned to being defensive and I simply answered his questions appropriately. He did not have all the facts before making negative remarks on our Facebook page and writing this complaint on Revdex.com. Now that we have slowed down on "emergency calls", [redacted] will have time to get the washable filter (Wal-Mart $10.00) needed to make this vacuum whole again so my crew can return it to her. Below is the correspondences between Mr. [redacted] and myself

-------- Original message --------

From: [redacted] <[redacted]>

Date: 10/28/2015 10:56 AM (GMT-08:00)

Subject: Re: GAS LINE INSTALLATION

Hello,

Please see

the email (listed below) I received from the renter at [redacted] Thank you.

Hi [redacted],I went to use

my vacuum after moving a bunch of stuff this weekend, and apparently the guys

from the company you hired to replace the stove used it to vacuum up

insulation. My vacuum was completely filled and clogged with insulation. I

tried to empty everything out and clean all the filters but it's unusable.Sent from my Verizon Wireless 4G LTE

smartphone______________________________________________________________________...⇄ />
On Wed, Oct 28, 2015 at 12:06 PM, N W Heating

And Cooling <[redacted]> wrote:

[redacted], thank

you for bringing this to my attention. I just spoke with [redacted] and ask him why

is shop vac on the truck was not used. He informed me that they left it in the

other truck and that someone at the home offered their vacuum to be used.

[redacted] stated that he should have at the very least clean the vacuum out before

they left and is very apologetic. Could you find out from the renter exactly

what needs to be done to rectify this with them? Is it just the filter needing

to be thoroughly cleaned or replaced?

Thank you

[redacted], and again our apologies for this. [redacted]

Sent from

my Verizon Wireless 4G LTE smartphone______________________________________________________________________...⇄ Thu, Oct

29, 2015 at 4:47 AM, [redacted] <[redacted]> wrote:[redacted],

here is the response I received from [redacted]. I am out of town until

Saturday, so I can't just stop by and look at it. [redacted], I'm not

really positive what the ultimate issue with the vacuum is. I do know that my

vacuum is NOT a shop vac, and even if it were why is someone who's being paid

to replace the stove be using MY "equipment" to do their job?? It's

extremely unprofessional. Not only is it a little unnerving to have unattended

strangers in my home for 6hrs, but to find out they used my property feels very

violating. What else did they use, touch or do in my home without my

permission??? The vacuum is unusable. I already spent enough of my time trying

to fix something that shouldn't need fixing in the first place. I've emptied

everything and tried to clean the filters. It doesn't sound right, smell right,

or work properly and I shouldn't be breathing in the dust, dirt and insulation

it blows into the air in my home. [redacted]______________________________________________________________________...⇄ [redacted]

[redacted] <[redacted]>

Date: 11/16/2015 12:49 PM (GMT-08:00)

To: N W Heating And Cooling <[redacted]> Subject: Re: GAS LINE INSTALLATION Okay, I

finally got the vacuum cleaner. I am busy today, but maybe I can drop it

off tomorrow after work. Thanks._________________________________________________________________________...⇄ />
On Mon, Nov

16, 2015 at 12:55 PM, N W Heating And Cooling <[redacted]> wrote:Ok. [redacted] is

in the office from 8-4 each daySent from

my Verizon Wireless 4G LTE smartphone______________________________________________________________________...⇄ [redacted]

[redacted] <[redacted]> Date: 11/21/2015 3:19 PM (GMT-08:00)

To: N W Heating And Cooling <[redacted]>

Subject: Re: GAS LINE INSTALLATION [redacted] was

asking if you had time to check out the vacuum yet? Thanks._________________________________________________________________________...⇄ />
Sat, Nov 21, 2015 at 3:21 PM, N W Heating And Cooling <[redacted]> wrote:I believe

[redacted] cleaned it but the filter was not brought to us. It was clogged with

animal and human hair. We will find out where to purchase another filter.Sent from my Verizon Wireless 4G LTE smartphone

________________________________________________________________________________...⇄ From:

[redacted] <[redacted]>

Date: 11/21/2015 3:29 PM (GMT-08:00)

To: N W Heating And Cooling <[redacted]>

Subject: Re: GAS LINE INSTALLATION [redacted] already bought another vacuum. I mentioned

that earlier. What about the time she was without a vacuum? Why did

[redacted] use it as a shop vac? Why didn't anyone offer to help fix her

vacuum while I was out of town? Seems pretty late in the game now to try

and fix it for her??___________________________________________________________________________...⇄ 11/21/2015

3:39 PM, N W Heating And Cooling wrote:Both [redacted]

and [redacted] stated that you told them to use the vacuum.We were not

in contact with the renter or we would have asked her for it. From our

correspondences it appears she got rid of the vacuum before we were given the

opportunity to look at her existing vacuum. The vacuum you brought us works

fine other than the beater bar was plugged with human and animal hair. We never

received the filter so we are unable to assess it. We will get her a filter and

return the vacuum to her.Sent from my Verizon Wireless 4G LTE smartphone______________________________________________________________________...⇄ From [redacted] –this

is the last correspondence before he made slanderous statements on N W

Heating’s Facebook page as well as filing a complaint with Revdex.comYou know, that would have been a

great solution if you would have picked it up and fixed it when she complained

(when I forwarded you her email). All I can say now, is wow.

Consumer

Response:

This is the first time I have heard of an offer to refund the $60 with an apology. There were 2 times prior where NW Heating and Cooling could have clarified their response if they were going to do so. The first time after the email exchange, I just had 1 more exchange to add to the emails already provided, see below. The second time was on the Facebook page, see below. Neither time did they say I misunderstood or offered to pay back the renter. In fact NW Heating always blamed me or the renter for the vacuum. It seemed like a pretty simple question, who ruined the vacuum? Did I ruin it? Did the renter? Or did the installer? NW Heating did have the renter's email address, because I CC'd her in the initial complaint to NW Heating, or NW Heating could have just asked for it. NW Heating was not pro-active in handling the situation and appeared to hope it would just go away. I did assume the renter threw away the vacuum, because she was so angry every time I asked for it. I kept asking the renter for it, until she calmed down enough so I could bring it to NW Heating. If NW Heating was going to just try to fix it, why did I have to pick it up and deliver it to them? If NW Heating was just going to fix it, I would assume they would have paid for a rental or replacement vacuum during the time the tenant was without the use of her vacuum?