Petcosky & Sons Plumbing & Heating

2/13/18Dear Revdex.com,This letter is in response to the complaint you received regarding our company on 1/30/18.Petcosky & Sons received a call from the complaintant on 1/27/Our emergency technicianarrived at the home to find that the customer's husband had attempted to repair the boilerhimselfUnfortunately, he replaced the zone valve with the incorrect modelThe incorrectzone valve jammed and stopped workingBefore the technician could even begin to diagnosethe issue, the tech had to change the zone valveAfter the zone valve was replaced, hemanually cycled the valve and determined that the valve was working correctlyAt this point,he turned the switch back onto the boiler, to find there was no powerThe breaker hadtrippedHe re-set the breaker to observe sparks flying out of the pumpWith furtherdiagnosis, he found that the circulator pump was corroded and shorted (see picture attached),causing the breaker to tripAt this point, he then replaced the circulator pumpNow, at thistime, the technician should have cycled at the thermostat to check system operation, but hedid notThis would possibly have allowed us to see the short in the thermostat wiring sooner,which was another additional issueWe definitely would have worked with the customer tocorrect that situation if she hadn't canceled the check before speaking with us.The customer called back a couple of hours later to report that her basement was filling withwaterWhen the technician arrived back at the residence, there was a minor leak on the newpump which caused a 3xwet spot on the unfinished basement floorAfter he repaired theleak, he noticed that there continued to be an issue (possibly the zone valve was not closing).This precipitated him to investigate furtherIt was at this point he realized there was a short inthe wireWhoever installed the wire, attached it to the hydronic piping and insulated arounditThis caused the wire melt and short due to the heatThis happened over a period of time.The zone valve and pump would have had to be changed regardless of this issue.Petcosky & Sons prides itself on the quality work and customer service that we provide to over10,customersWhile we have never had any complaints regarding this technician ormanager, we do realize that we are not perfectWhat we are not, is "deceptive andunethical"If we do make an honest mistake, we take care of itIt was quite apparent early on,dealing with this customer, we were not going to be able to negotiate a fair resolutionPlainand simple, Petcosky and Sons cannot be totally at fault for all of the existing issues asdescribed above on a system we did not Install or service beforeWhile Petcosky and Sons didmake a mistake on this service call, which was outlined above, it would not have changed theoutcome of what needed to be done to get the customer's system back onlineAs statedearlier, the customer canceled her check before negotiationsNow the customer's system isback online and heating their home for no chargeDue to all of the time and effort we alreadyhad put toward trying to reach a fair solution, we decided that no further action would betaken.Sincerely,Michael PetcoskyPresident

2/13/18Dear Revdex.com,This letter is in response to the complaint you received regarding our company on 1/30/18.Petcosky & Sons received a call from the complaintant on 1/27/Our emergency technicianarrived at the home to find that the customer's husband had attempted to repair
the boilerhimselfUnfortunately, he replaced the zone valve with the incorrect modelThe incorrectzone valve jammed and stopped workingBefore the technician could even begin to diagnosethe issue, the tech had to change the zone valveAfter the zone valve was replaced, hemanually cycled the valve and determined that the valve was working correctlyAt this point,he turned the switch back onto the boiler, to find there was no powerThe breaker hadtrippedHe re-set the breaker to observe sparks flying out of the pumpWith furtherdiagnosis, he found that the circulator pump was corroded and shorted (see picture attached),causing the breaker to tripAt this point, he then replaced the circulator pumpNow, at thistime, the technician should have cycled at the thermostat to check system operation, but hedid notThis would possibly have allowed us to see the short in the thermostat wiring sooner,which was another additional issueWe definitely would have worked with the customer tocorrect that situation if she hadn't canceled the check before speaking with us.The customer called back a couple of hours later to report that her basement was filling withwaterWhen the technician arrived back at the residence, there was a minor leak on the newpump which caused a 3xwet spot on the unfinished basement floorAfter he repaired theleak, he noticed that there continued to be an issue (possibly the zone valve was not closing).This precipitated him to investigate furtherIt was at this point he realized there was a short inthe wireWhoever installed the wire, attached it to the hydronic piping and insulated arounditThis caused the wire melt and short due to the heatThis happened over a period of time.The zone valve and pump would have had to be changed regardless of this issue.Petcosky & Sons prides itself on the quality work and customer service that we provide to over10,customersWhile we have never had any complaints regarding this technician ormanager, we do realize that we are not perfectWhat we are not, is "deceptive andunethical"If we do make an honest mistake, we take care of itIt was quite apparent early on,dealing with this customer, we were not going to be able to negotiate a fair resolutionPlainand simple, Petcosky and Sons cannot be totally at fault for all of the existing issues asdescribed above on a system we did not Install or service beforeWhile Petcosky and Sons didmake a mistake on this service call, which was outlined above, it would not have changed theoutcome of what needed to be done to get the customer's system back onlineAs statedearlier, the customer canceled her check before negotiationsNow the customer's system isback online and heating their home for no chargeDue to all of the time and effort we alreadyhad put toward trying to reach a fair solution, we decided that no further action would betaken.Sincerely,Michael PetcoskyPresident

2/13/18Dear Revdex.com,This letter is in response to the complaint you received regarding our company on 1/30/18.Petcosky & Sons received a call from the complaintant on 1/27/18. Our emergency technicianarrived at the home to find that the customer's husband had attempted to repair...

the boilerhimself. Unfortunately, he replaced the zone valve with the incorrect model. The incorrectzone valve jammed and stopped working. Before the technician could even begin to diagnosethe issue, the tech had to change the zone valve. After the zone valve was replaced, hemanually cycled the valve and determined that the valve was working correctly. At this point,he turned the switch back onto the boiler, to find there was no power. The breaker hadtripped. He re-set the breaker to observe sparks flying out of the pump. With furtherdiagnosis, he found that the circulator pump was corroded and shorted (see picture attached),causing the breaker to trip. At this point, he then replaced the circulator pump. Now, at thistime, the technician should have cycled at the thermostat to check system operation, but hedid not. This would possibly have allowed us to see the short in the thermostat wiring sooner,which was another additional issue. We definitely would have worked with the customer tocorrect that situation if she hadn't canceled the check before speaking with us.The customer called back a couple of hours later to report that her basement was filling withwater. When the technician arrived back at the residence, there was a minor leak on the newpump which caused a 3x5 wet spot on the unfinished basement floor. After he repaired theleak, he noticed that there continued to be an issue (possibly the zone valve was not closing).This precipitated him to investigate further. It was at this point he realized there was a short inthe wire. Whoever installed the wire, attached it to the hydronic piping and insulated aroundit. This caused the wire melt and short due to the heat. This happened over a period of time.The zone valve and pump would have had to be changed regardless of this issue.Petcosky & Sons prides itself on the quality work and customer service that we provide to over10,000 customers. While we have never had any complaints regarding this technician ormanager, we do realize that we are not perfect. What we are not, is "deceptive andunethical". If we do make an honest mistake, we take care of it. It was quite apparent early on,dealing with this customer, we were not going to be able to negotiate a fair resolution. Plainand simple, Petcosky and Sons cannot be totally at fault for all of the existing issues asdescribed above on a system we did not Install or service before. While Petcosky and Sons didmake a mistake on this service call, which was outlined above, it would not have changed theoutcome of what needed to be done to get the customer's system back online. As statedearlier, the customer canceled her check before negotiations. Now the customer's system isback online and heating their home for no charge. Due to all of the time and effort we alreadyhad put toward trying to reach a fair solution, we decided that no further action would betaken.Sincerely,Michael PetcoskyPresident