After further review of Ms [redacted] account and concern about the application process it has come to our attention that the Home Service Agreement we received did in fact have initials for the subsidy and not the loan and for that we deeply apologize for not noticing this and processing correctlyWe also want to further apologize because in addition the auditor did not communicate this to us therefore we applied for the loan and not subsidyAlso after review of the signed application for subsidy, the total contract amount for the equipment would havebeen $4300.00; subsidy would have covered half and the remaining balance could have been paid by credit card or check upon completion of the installation.With regards to looking at it as a mortgage application we would like to clarity that [redacted] is the bank that signs and provides the loan [redacted] is the one that controls everything, approvals, denials and they also underwrite and sell the loans; ultimately to [redacted] So really, [redacted] shouldn't have come in the picture since [redacted] controls everythingWe understand how confusing it can be and apologize for this.The business card presented by [redacted] that has the same address as Capital Heat, we were completely unaware this was taking place and are not associated with [redacted] in this fashion;we are two separate companiesCapital Heat is subcontracted by [redacted] , there is a subcontractor agreement and again, are two separate companiesWhat was left behind from the [redacted] agent was a copy of an lD tag and the [redacted] agents have since been instructed to stop this practice immediately and we sincerely apologize for the [redacted] agents actions;and again we have instructed this to not continue.We hope the above has provided further clarification as to Ms [redacted] concerns and would also like to mention Capital Heat has been and continues to work on this process to ensure customers are satisfied with the program and how it worksIf there are any further questionsor clarification needed please let us knowWe will once again be in contact with Ms [redacted] togo over concerns mentioned in an effort to satisfy the complaint
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I thank the business, Capital Heat, for clarifying what happened in regards to the application I filled out and trust that they will make the process clearer to any future applicants Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me After installation is complete to my satisfactionI will contact the Revdex.com,and my attorney and drop the civil law suit against Capital Heat Regards, [redacted] ***
Wednesday, September 12, 2015To Whom It May Concern,We are writing in response to complaint ID# [redacted] Capital Heat Incwould like to sincerely apologizc for any inconvenience caused in regards to the installation of the equipment.Upon receiving the complaint, we were unaware there were any further issues with the equipment and assumed the unit was fine as our last visit and/or contact with *** [redacted] was on 7/11/2011.After review of [redacted] ***'s account and the multiple visits after the installation of the equipment In February 2009, we would like to set up a visit with our service manager to check over the equipment, verify what is going on with the equipment and come up with an action plan on resolving the complaintA representative from our office will make contact with [redacted] today to schedule a visit, once we have collected the information we will respond with our findings and our action plan as wellAgain, we apologize for this inconvenience and please let us know if there are any further questions regarding complaint ID# [redacted] .Sincerely,Kristen F*Office Assistant
Friday, September 11, 2015To Whom It May Concern,We are writing in response to complaint ID# [redacted] regarding the corrective active Capital Heat will be proceeding with.On Thursday, September 10, Capital Heat's service manager Jon A [redacted] made a scheduled visit to [redacted] ***'s home to check over the equipment to report his findings to the officeUpon arrival he confirmed the equipment that was installed by Capital Heat February was still installed at the home and also confirmed with [redacted] *** he has not used the equipment since our last visit in July 2011.Upon this determination Capital Heat has offered to replace the indoor and outdoor coil along with the outdoor condenser unit, with this said [redacted] will be receiving a new AC unit at no charge; Capital Heat is covering the labor and material for replacementA phone call was placed to [redacted] today, Friday, September 11, explaining our findings and corrective action [redacted] was in agreement with replacing the equipment and it Is our understanding he is pleased with the outcomeAt this time this matter has been turned over to our parts department to order the material and equipment needed and advised [redacted] we would be in contact with him from there to schedule a replacement date.If there are any further questions regarding this matter please contact our office at 716-683-x401.Sincerely,Kristen F*Office Assistant
We would like to start by apologizing for any inconvenience Ms*** may have experienced during the application and energy audit process.We would also like to begin by stating that Capital Heat is the subcontractor that assists the door to door representative that approached Ms*** on
replacing her furnace: the door to door company is *** ** *** ***Although Capital Heat assists in performing the energy audit, processing the paperwork and installing the equipment; we are not the original company who approached Ms*** selling the program.On April25, a door to door representative from *** *** *** provided information to Ms*** on a NYSERDA program for replacing the furnace in her home, and at a low cost on this program pending pre approval on a credit applicationOne of the requirements of the program is that an energy audit is performed in the home which in turn gets submitted with a work scope to NYSERDA for approval of a furnace replacementAnother requirement, in order to be approved for a low cost loan and furnace replacementis the homeowner needs to apply for the subsidy, which is a credit application for financing pre-approval; which also requires checking ones credit when filing a credit applicationWhen applying, certain criteria must be met; therefore certain financial documentation is required which was provided by Ms***The funding company the credit application goes through,*** *** *** automatically comes back as a mortgage loan as this is how it is labeled; we are aware this is not the use of the loanAfter Ms*** completed the credit application and it was submitted, there was notification of a denial of credit.With this information presented to Capital Heat the project has not proceeded and all documentation, including financial Capital Heat received via scan form has been deletedWe have also gone over the program with *** ** representatives to make sure they are informing home owners properly of the program and what is needed.Again, we apologize for any inconvenienced this may have caused and if any further information is needed please let us knowWe will also be contacting Ms*** today as requested advising all information has been deleted
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
capital heat is lying regards they didn't know it was working fine,when in fact they installed it and they are the ones that called luxair rep to come to my house and john from capital heat and the luxair rep,know exactly whats going on and both parties didn't want to loose any money for the companies....all ready capital heat lying again with there terrible installation work
Regards,
*** ***
After further review of Ms. [redacted] account and concern about the application process it has come to our attention that the Home Service Agreement we received did in fact have initials for the subsidy and not the loan and for that we deeply apologize for not noticing this and processing correctly. We also want to further apologize because in addition the auditor did not communicate this to us therefore we applied for the loan and not subsidy. Also after review of the signed application for subsidy, the total contract amount for the equipment would havebeen $4300.00; subsidy would have covered half and the remaining balance could have been paid by credit card or check upon completion of the installation.With regards to looking at it as a mortgage application we would like to clarity that [redacted] is the bank that signs and provides the loan. [redacted] is the one that controls everything, approvals, denials and they also underwrite and sell the loans; ultimately to [redacted]. So really, [redacted] shouldn't have come in the picture since [redacted] controls everything. We understand how confusing it can be and apologize for this.The business card presented by [redacted] that has the same address as Capital Heat, we were completely unaware this was taking place and are not associated with [redacted] in this fashion;we are two separate companies. Capital Heat is subcontracted by [redacted], there is a subcontractor agreement and again, are two separate companies. What was left behind from the [redacted] agent was a copy of an lD tag and the [redacted] agents have since been instructed to stop this practice immediately and we sincerely apologize for the [redacted] agents actions;and again we have instructed this to not continue.We hope the above has provided further clarification as to Ms. [redacted] concerns and would also like to mention Capital Heat has been and continues to work on this process to ensure customers are satisfied with the program and how it works. If there are any further questionsor clarification needed please let us know. We will once again be in contact with Ms. [redacted] togo over concerns mentioned in an effort to satisfy the complaint
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I thank the business, Capital Heat, for clarifying what happened in regards to the application I filled out and trust that they will make the process clearer to any future applicants. Regards, [redacted]
October 20,2015Dear [redacted]This letter is in regards to complaint 10# [redacted]On October 2nd, 2015 Capital Heat's service department was called out to [redacted] home for a no heat, blower not working on his furnace. Upon arrival of our technician and diagnostics performed, it was...
determined the cause for no heat was due to a faulty pressure switch on the furnace. The pressure switch was replaced, unit was operable and a total of $97.82 was collected.After receiving complaint ID# [redacted] and reviewing the customer's account we found that the pressure switch was replaced under warranty at no charge (parts has a 10 year warranty) only chargeable item was labor as Capital Heat's install labor warranty is a standard 1 year; install took place June 2013. We were also able to pull a service bulletin issued by [redacted] regarding this particular pressure switch recall and found [redacted]'s unit falls out of the recall model and serial date range. Attached please find a copy of the recall notification identifying model and serial number ranges; we have put a star next to the equipment in question for this complaint.Upon gathering this information our Operations Manager John S[redacted] has spoken with [redacted] regarding this matter explaining the labor charge stood as to our labor warranty from installation and also the pressure switch fell out of the date range but it was replaced at no charge since it falls under the manufacturer's 10 year parts warranty. During this conversation [redacted] understood ofthe situation and tokeep in good customer service we will be issuing a refund of $97.02 for any troubles this may have caused; also letting [redacted] know of the refund as well. We would also like to address the customer service issue when [redacted] was contacting our office to speak to someone regarding this matter, this is not how we handle customer service issues and would like to give our sincerest apologizes for the way the calls were handled. Our Customer Service Manager will be discussing the handling of this call and future calls to prevent this from happening again. If there are any further questions regarding this matter please let our office know, ###-###-#### or [redacted]Kristen F[redacted]Office Assistant
Wednesday, September 12, 2015To Whom It May Concern,We are writing in response to complaint ID# [redacted]Capital Heat Inc. would like to sincerely apologizc for any inconvenience caused in regards to the installation of the equipment.Upon receiving the complaint, we were unaware there were any...
further issues with the equipment and assumed the unit was fine as our last visit and/or contact with [redacted] was on 7/11/2011.After review of [redacted]'s account and the multiple visits after the installation of the equipment In February 2009, we would like to set up a visit with our service manager to check over the equipment, verify what is going on with the equipment and come up with an action plan on resolving the complaint. A representative from our office will make contact with [redacted] today to schedule a visit, once we have collected the information we will respond with our findings and our action plan as well. Again, we apologize for this inconvenience and please let us know if there are any further questions regarding complaint ID# [redacted].Sincerely,Kristen F[redacted]Office Assistant
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
After installation is complete to my satisfaction. I will contact the Revdex.com,and my attorney and drop the civil law suit against Capital Heat.
Regards,
[redacted]
Friday, September 11, 2015To Whom It May Concern,We are writing in response to complaint ID# [redacted] regarding the corrective active Capital Heat will be proceeding with.On Thursday, September 10, 2015 Capital Heat's service manager Jon A[redacted] made a scheduled visit to [redacted]'s home to check over the equipment to report his findings to the office. Upon arrival he confirmed the equipment that was installed by Capital Heat February 2009 was still installed at the home and also confirmed with [redacted] he has not used the equipment since our last visit in July 2011.Upon this determination Capital Heat has offered to replace the indoor and outdoor coil along with the outdoor condenser unit, with this said [redacted] will be receiving a new AC unit at no charge; Capital Heat is covering the labor and material for replacement. A phone call was placed to [redacted] today, Friday, September 11, 2015 explaining our findings and corrective action. [redacted] was in agreement with replacing the equipment and it Is our understanding he is pleased with the outcome. At this time this matter has been turned over to our parts department to order the material and equipment needed and advised [redacted] we would be in contact with him from there to schedule a replacement date.If there are any further questions regarding this matter please contact our office at 716-683-7336 x401.Sincerely,Kristen F[redacted]Office Assistant
After further review of Ms [redacted] account and concern about the application process it has come to our attention that the Home Service Agreement we received did in fact have initials for the subsidy and not the loan and for that we deeply apologize for not noticing this and processing correctlyWe also want to further apologize because in addition the auditor did not communicate this to us therefore we applied for the loan and not subsidyAlso after review of the signed application for subsidy, the total contract amount for the equipment would havebeen $4300.00; subsidy would have covered half and the remaining balance could have been paid by credit card or check upon completion of the installation.With regards to looking at it as a mortgage application we would like to clarity that [redacted] is the bank that signs and provides the loan [redacted] is the one that controls everything, approvals, denials and they also underwrite and sell the loans; ultimately to [redacted] So really, [redacted] shouldn't have come in the picture since [redacted] controls everythingWe understand how confusing it can be and apologize for this.The business card presented by [redacted] that has the same address as Capital Heat, we were completely unaware this was taking place and are not associated with [redacted] in this fashion;we are two separate companiesCapital Heat is subcontracted by [redacted] , there is a subcontractor agreement and again, are two separate companiesWhat was left behind from the [redacted] agent was a copy of an lD tag and the [redacted] agents have since been instructed to stop this practice immediately and we sincerely apologize for the [redacted] agents actions;and again we have instructed this to not continue.We hope the above has provided further clarification as to Ms [redacted] concerns and would also like to mention Capital Heat has been and continues to work on this process to ensure customers are satisfied with the program and how it worksIf there are any further questionsor clarification needed please let us knowWe will once again be in contact with Ms [redacted] togo over concerns mentioned in an effort to satisfy the complaint
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I thank the business, Capital Heat, for clarifying what happened in regards to the application I filled out and trust that they will make the process clearer to any future applicants Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me After installation is complete to my satisfactionI will contact the Revdex.com,and my attorney and drop the civil law suit against Capital Heat Regards, [redacted] ***
Wednesday, September 12, 2015To Whom It May Concern,We are writing in response to complaint ID# [redacted] Capital Heat Incwould like to sincerely apologizc for any inconvenience caused in regards to the installation of the equipment.Upon receiving the complaint, we were unaware there were any further issues with the equipment and assumed the unit was fine as our last visit and/or contact with *** [redacted] was on 7/11/2011.After review of [redacted] ***'s account and the multiple visits after the installation of the equipment In February 2009, we would like to set up a visit with our service manager to check over the equipment, verify what is going on with the equipment and come up with an action plan on resolving the complaintA representative from our office will make contact with [redacted] today to schedule a visit, once we have collected the information we will respond with our findings and our action plan as wellAgain, we apologize for this inconvenience and please let us know if there are any further questions regarding complaint ID# [redacted] .Sincerely,Kristen F
*Office Assistant
Friday, September 11, 2015To Whom It May Concern,We are writing in response to complaint ID# [redacted] regarding the corrective active Capital Heat will be proceeding with.On Thursday, September 10, Capital Heat's service manager Jon A [redacted] made a scheduled visit to [redacted] ***'s home to check over the equipment to report his findings to the officeUpon arrival he confirmed the equipment that was installed by Capital Heat February was still installed at the home and also confirmed with [redacted] *** he has not used the equipment since our last visit in July 2011.Upon this determination Capital Heat has offered to replace the indoor and outdoor coil along with the outdoor condenser unit, with this said [redacted] will be receiving a new AC unit at no charge; Capital Heat is covering the labor and material for replacementA phone call was placed to [redacted] today, Friday, September 11, explaining our findings and corrective action [redacted] was in agreement with replacing the equipment and it Is our understanding he is pleased with the outcomeAt this time this matter has been turned over to our parts department to order the material and equipment needed and advised [redacted] we would be in contact with him from there to schedule a replacement date.If there are any further questions regarding this matter please contact our office at 716-683-x401.Sincerely,Kristen F
*Office Assistant
We would like to start by apologizing for any inconvenience Ms*** may have experienced during the application and energy audit process.We would also like to begin by stating that Capital Heat is the subcontractor that assists the door to door representative that approached Ms*** on
replacing her furnace: the door to door company is *** ** *** ***Although Capital Heat assists in performing the energy audit, processing the paperwork and installing the equipment; we are not the original company who approached Ms*** selling the program.On April25, a door to door representative from *** *** *** provided information to Ms*** on a NYSERDA program for replacing the furnace in her home, and at a low cost on this program pending pre approval on a credit applicationOne of the requirements of the program is that an energy audit is performed in the home which in turn gets submitted with a work scope to NYSERDA for approval of a furnace replacementAnother requirement, in order to be approved for a low cost loan and furnace replacementis the homeowner needs to apply for the subsidy, which is a credit application for financing pre-approval; which also requires checking ones credit when filing a credit applicationWhen applying, certain criteria must be met; therefore certain financial documentation is required which was provided by Ms***The funding company the credit application goes through,*** *** *** automatically comes back as a mortgage loan as this is how it is labeled; we are aware this is not the use of the loanAfter Ms*** completed the credit application and it was submitted, there was notification of a denial of credit.With this information presented to Capital Heat the project has not proceeded and all documentation, including financial Capital Heat received via scan form has been deletedWe have also gone over the program with *** ** representatives to make sure they are informing home owners properly of the program and what is needed.Again, we apologize for any inconvenienced this may have caused and if any further information is needed please let us knowWe will also be contacting Ms*** today as requested advising all information has been deleted
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
capital heat is lying regards they didn't know it was working fine,when in fact they installed it and they are the ones that called luxair rep to come to my house and john from capital heat and the luxair rep,know exactly whats going on and both parties didn't want to loose any money for the companies....all ready capital heat lying again with there terrible installation work
Regards,
*** ***
After further review of Ms. [redacted] account and concern about the application process it has come to our attention that the Home Service Agreement we received did in fact have initials for the subsidy and not the loan and for that we deeply apologize for not noticing this and processing correctly. We also want to further apologize because in addition the auditor did not communicate this to us therefore we applied for the loan and not subsidy. Also after review of the signed application for subsidy, the total contract amount for the equipment would havebeen $4300.00; subsidy would have covered half and the remaining balance could have been paid by credit card or check upon completion of the installation.With regards to looking at it as a mortgage application we would like to clarity that [redacted] is the bank that signs and provides the loan. [redacted] is the one that controls everything, approvals, denials and they also underwrite and sell the loans; ultimately to [redacted]. So really, [redacted] shouldn't have come in the picture since [redacted] controls everything. We understand how confusing it can be and apologize for this.The business card presented by [redacted] that has the same address as Capital Heat, we were completely unaware this was taking place and are not associated with [redacted] in this fashion;we are two separate companies. Capital Heat is subcontracted by [redacted], there is a subcontractor agreement and again, are two separate companies. What was left behind from the [redacted] agent was a copy of an lD tag and the [redacted] agents have since been instructed to stop this practice immediately and we sincerely apologize for the [redacted] agents actions;and again we have instructed this to not continue.We hope the above has provided further clarification as to Ms. [redacted] concerns and would also like to mention Capital Heat has been and continues to work on this process to ensure customers are satisfied with the program and how it works. If there are any further questionsor clarification needed please let us know. We will once again be in contact with Ms. [redacted] togo over concerns mentioned in an effort to satisfy the complaint
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I thank the business, Capital Heat, for clarifying what happened in regards to the application I filled out and trust that they will make the process clearer to any future applicants. Regards, [redacted]
October 20,2015Dear [redacted]This letter is in regards to complaint 10# [redacted]On October 2nd, 2015 Capital Heat's service department was called out to [redacted] home for a no heat, blower not working on his furnace. Upon arrival of our technician and diagnostics performed, it was...
determined the cause for no heat was due to a faulty pressure switch on the furnace. The pressure switch was replaced, unit was operable and a total of $97.82 was collected.After receiving complaint ID# [redacted] and reviewing the customer's account we found that the pressure switch was replaced under warranty at no charge (parts has a 10 year warranty) only chargeable item was labor as Capital Heat's install labor warranty is a standard 1 year; install took place June 2013. We were also able to pull a service bulletin issued by [redacted] regarding this particular pressure switch recall and found [redacted]'s unit falls out of the recall model and serial date range. Attached please find a copy of the recall notification identifying model and serial number ranges; we have put a star next to the equipment in question for this complaint.Upon gathering this information our Operations Manager John S[redacted] has spoken with [redacted] regarding this matter explaining the labor charge stood as to our labor warranty from installation and also the pressure switch fell out of the date range but it was replaced at no charge since it falls under the manufacturer's 10 year parts warranty. During this conversation [redacted] understood ofthe situation and tokeep in good customer service we will be issuing a refund of $97.02 for any troubles this may have caused; also letting [redacted] know of the refund as well. We would also like to address the customer service issue when [redacted] was contacting our office to speak to someone regarding this matter, this is not how we handle customer service issues and would like to give our sincerest apologizes for the way the calls were handled. Our Customer Service Manager will be discussing the handling of this call and future calls to prevent this from happening again. If there are any further questions regarding this matter please let our office know, ###-###-#### or [redacted]Kristen F[redacted]Office Assistant
Wednesday, September 12, 2015To Whom It May Concern,We are writing in response to complaint ID# [redacted]Capital Heat Inc. would like to sincerely apologizc for any inconvenience caused in regards to the installation of the equipment.Upon receiving the complaint, we were unaware there were any...
further issues with the equipment and assumed the unit was fine as our last visit and/or contact with [redacted] was on 7/11/2011.After review of [redacted]'s account and the multiple visits after the installation of the equipment In February 2009, we would like to set up a visit with our service manager to check over the equipment, verify what is going on with the equipment and come up with an action plan on resolving the complaint. A representative from our office will make contact with [redacted] today to schedule a visit, once we have collected the information we will respond with our findings and our action plan as well. Again, we apologize for this inconvenience and please let us know if there are any further questions regarding complaint ID# [redacted].Sincerely,Kristen F[redacted]Office Assistant
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
After installation is complete to my satisfaction. I will contact the Revdex.com,and my attorney and drop the civil law suit against Capital Heat.
Regards,
[redacted]
Friday, September 11, 2015To Whom It May Concern,We are writing in response to complaint ID# [redacted] regarding the corrective active Capital Heat will be proceeding with.On Thursday, September 10, 2015 Capital Heat's service manager Jon A[redacted] made a scheduled visit to [redacted]'s home to check over the equipment to report his findings to the office. Upon arrival he confirmed the equipment that was installed by Capital Heat February 2009 was still installed at the home and also confirmed with [redacted] he has not used the equipment since our last visit in July 2011.Upon this determination Capital Heat has offered to replace the indoor and outdoor coil along with the outdoor condenser unit, with this said [redacted] will be receiving a new AC unit at no charge; Capital Heat is covering the labor and material for replacement. A phone call was placed to [redacted] today, Friday, September 11, 2015 explaining our findings and corrective action. [redacted] was in agreement with replacing the equipment and it Is our understanding he is pleased with the outcome. At this time this matter has been turned over to our parts department to order the material and equipment needed and advised [redacted] we would be in contact with him from there to schedule a replacement date.If there are any further questions regarding this matter please contact our office at 716-683-7336 x401.Sincerely,Kristen F[redacted]Office Assistant