Pilchuck Heating

Complaint: [redacted] I am rejecting this response because: It is a total lie Sincerely, [redacted] ***

I did install a furnace for this customer on 12/16/2016. Customer went from a standard furnace to a high efficient model. I explained to her that the high efficient models are exhausted differently then the standard models. When we arrived to install the furnace, we went over places to place the new...

exhaust. We told the customer the place that we thought would be the best place to put the exhaust. The customer agreed this and signed off on it. The furnace was installed and the customer was walked through the furnace and thermostat and it was explained to her how everything worked. She signed off on the install to which I have all documentation for. For whatever reason a filter was not included with the equipment at the time of install. That was our mistake. The customer called several weeks later and was upset that someone still had not come by to put in a filter. On January 11, 2017, we brought her a filter and nothing was said at that time about her complaint that the furnace was too loud or that she believed that a chair got broken during the install. 2 weeks later she called and was upset that the furnace was too loud and that someone had broken a chair. She was put on the schedule for January 24, 2017 for me to come out a take a look at the furnace and make sure that it was working properly. At that time, the furnace was working perfectly. Her complaint was that she thought that it was too loud and that she could hear it on a porch. I explained that the furnace was operating correctly and that the noise she was hearing was because of where we had to run the exhaust, which was where she agreed to have it installed. It was also pointed out to her that she had a return grill that was almost completely covered by a dresser and that needed to be moved and that would help with the noise that she was hearing. She stated that she wasn't going to move it. I told her that the only other option was to put a more efficient blower motor in the furnace, that might be a little quieter. The only problem with that would be that it would not be a warranty part because her furnace was working exactly as it should so it would be an added cost. I gave her the price to do that. When I left her home, I figured that she would call if she wanted to do that but I never heard anything from her until July 21, 2017 when she called the office extremely angry and saying that I was supposed to order some part for her and she has never heard from me again and that she is contacting an attorney, the Revdex.com, and the Attorney General. The office didn't even know who they were talking to and was trying to understand and help her but she then demanded to know what insurance we have. The office person didn't have this information and said that she would have me call her. I tried to call her within 2 hours and she didn't answer. When I checked my email, the Attorney General had already emailed me saying that she had filed a complaint several hours before. I am more then happy to work with the customer and even install a different blower motor and see if that helps her be more comfortable but I have to be given a chance which I wasn't.  Her furnace has been installed for 7 months and is working exactly as it is designed to do. As far as the chair that she says was broken. There would be no reason the installers would have gone near that table or chair during the furnace installation. So many things happen in a home in 6 weeks and anything could have happened to it. I am just don't believe we had anything to do with that. If we did, she would have been told immediately and it would have been replaced. And again.. she had called several times and never said anything about the chair including when I was there 2 weeks earlier.

Complaint: [redacted]
I am rejecting this response because: It is a total lie.
Sincerely,
[redacted]