Thank you for sharing the clients concerns with us, we were aware that the client was not satisfied and would have liked to resolve the concerns when they occurred. Our client has provided accurate information as to what was installed and when it was installed and that he is having programming...
issues with the thermostat. The client had originally requested a thermostat that could be operated via the internet due to his travel / work schedule and that unit was included with the installation. The client is having issues with the programming and operation of the thermostat. A member of our Technical Leadership Team spoke with him on 10/24/2016 and suggested that we come out to the home to reprogram the thermostat and explained that there would be no charge to come out and that we would reprogram it at no additional charge, so the entire visit would be at no charge. The client does not want anyone to come to his home and would like to resolve this over the phone which we have attempted to do but unsuccessfully. The thermostat is not easy to understand for those who do not use them every day and that is why we would like to come back to the home and at the same time we understand the client has a challenging work schedule. We still would like to send someone back and we have left this offer available, however if the client chooses not to have us back there is nothing we can do. We have provided phone support but we do not have experts here in the office at all times as they are on the road working with clients.We wish to resolve this and we have attempted to resolve this issue and beyond going to the home to show the client there is little more that we can do.Please let me know what we can do,Eric [redacted]VP & General Manager
I have reviewed this situation with both our Canandaigua Manager and our Technical Supervisor who were deeply involved in the situation, so I have a very clear understanding of what has occurred. Our services were requested on 9/3/2015 for a boiler not working and upon arrival we found an oil boiler...
in dire need of maintenance and service which we suggested and performed at the clients request since the flue pipe had rotted away and the unit was unsafe to operate. We found the firebox where the flame burns to be disintegrated and the unit to be very badly sooted, the flue pipe to be rotted and the unit in overall poor condition. It was also discovered after a few visits that the water pressure gauge was not working properly and although it was registering pressure, it was off by 10 psi, so the boiler was not operating that the required pressure. We ordered the firebox which we installed on 9/9/2015 and the next day had to go back for a water leak which took a few visits (on our time) to locate. It was determined that the sections of the heat exchanger had developed a leak and were now leaking water into the boiler which it had not done previously, so why was this happening now? The soot that had built up within the boiler was insulating the heat exchanger almost like a protective blanket, keeping the heat exchanger form getting as hot as it might normally get, and the firebox that had disintegrated allowing the heat to disburse throughout the boiler had been properly replaced allowing the flame and heat to go where it was meant to go. What happened is that this heat was now focused on the portion of the heat exchanger where is was meant to be and this along with the proper water pressure caused a leak to form. The leak was the result of a boiler operating at the temperatures and pressures for which it was designed, but that had not been doing so for an undetermined amount of time due to a lack of maintenance and service. Isaac Heating & Air Conditioning happened to be the unfortunate contractor that was basically asked to service a bobby-trapped system and now that it has failed we are being asked to refund all of the money paid by the client. There was a delay in getting this finalized because of trying to locate the source of the water leak and mainly because the client was asking Isaac to quote them on a replacement unit that we do not carry nor that we were familiar with and that took some time. Isaac has incurred almost $700.00 is direct expenses to service the clients boiler and we have refunded (as of yesterday) all but $408.45 of thew $1600.00 paid, so our company took a significant loss to service this system. We understand the frustrations of Mr. [redacted] and the inconvenience to his family, but we did not create this situation, we came to help and we sent qualified and capable professionals on each visit. The boiler was not in good condition and I am sure that Mr. [redacted] is frustrated that the lack of maintenance is now costing him anywhere for $8000 - $10,000 because he has to replace a boiler that should have provided many more years of service, but that is not our fault and we have been more than generous is refunding the $1250.00. We are sorry that this has happened and if there is anything else that needs to be answered please do not hesitate to contact me. I also ask that this complaint be removed from our records as we have not done anything to cause this issue to occur and we have offered extremely reasonable accommodations to resolve this. Respectfully, Eric KnaakVice President & General Manager
Thank you for sharing the clients concerns with us, we were aware that the client was not satisfied and would have liked to resolve the concerns when they occurred. Our client has provided accurate information as to what was installed and when it was installed and that he is having programming...
issues with the thermostat. The client had originally requested a thermostat that could be operated via the internet due to his travel / work schedule and that unit was included with the installation. The client is having issues with the programming and operation of the thermostat. A member of our Technical Leadership Team spoke with him on 10/24/2016 and suggested that we come out to the home to reprogram the thermostat and explained that there would be no charge to come out and that we would reprogram it at no additional charge, so the entire visit would be at no charge. The client does not want anyone to come to his home and would like to resolve this over the phone which we have attempted to do but unsuccessfully. The thermostat is not easy to understand for those who do not use them every day and that is why we would like to come back to the home and at the same time we understand the client has a challenging work schedule. We still would like to send someone back and we have left this offer available, however if the client chooses not to have us back there is nothing we can do. We have provided phone support but we do not have experts here in the office at all times as they are on the road working with clients.We wish to resolve this and we have attempted to resolve this issue and beyond going to the home to show the client there is little more that we can do.Please let me know what we can do,Eric [redacted]VP & General Manager
I have reviewed this situation with both our Canandaigua Manager and our Technical Supervisor who were deeply involved in the situation, so I have a very clear understanding of what has occurred. Our services were requested on 9/3/2015 for a boiler not working and upon arrival we found an oil boiler...
in dire need of maintenance and service which we suggested and performed at the clients request since the flue pipe had rotted away and the unit was unsafe to operate. We found the firebox where the flame burns to be disintegrated and the unit to be very badly sooted, the flue pipe to be rotted and the unit in overall poor condition. It was also discovered after a few visits that the water pressure gauge was not working properly and although it was registering pressure, it was off by 10 psi, so the boiler was not operating that the required pressure. We ordered the firebox which we installed on 9/9/2015 and the next day had to go back for a water leak which took a few visits (on our time) to locate. It was determined that the sections of the heat exchanger had developed a leak and were now leaking water into the boiler which it had not done previously, so why was this happening now? The soot that had built up within the boiler was insulating the heat exchanger almost like a protective blanket, keeping the heat exchanger form getting as hot as it might normally get, and the firebox that had disintegrated allowing the heat to disburse throughout the boiler had been properly replaced allowing the flame and heat to go where it was meant to go. What happened is that this heat was now focused on the portion of the heat exchanger where is was meant to be and this along with the proper water pressure caused a leak to form. The leak was the result of a boiler operating at the temperatures and pressures for which it was designed, but that had not been doing so for an undetermined amount of time due to a lack of maintenance and service. Isaac Heating & Air Conditioning happened to be the unfortunate contractor that was basically asked to service a bobby-trapped system and now that it has failed we are being asked to refund all of the money paid by the client. There was a delay in getting this finalized because of trying to locate the source of the water leak and mainly because the client was asking Isaac to quote them on a replacement unit that we do not carry nor that we were familiar with and that took some time. Isaac has incurred almost $700.00 is direct expenses to service the clients boiler and we have refunded (as of yesterday) all but $408.45 of thew $1600.00 paid, so our company took a significant loss to service this system. We understand the frustrations of Mr. [redacted] and the inconvenience to his family, but we did not create this situation, we came to help and we sent qualified and capable professionals on each visit. The boiler was not in good condition and I am sure that Mr. [redacted] is frustrated that the lack of maintenance is now costing him anywhere for $8000 - $10,000 because he has to replace a boiler that should have provided many more years of service, but that is not our fault and we have been more than generous is refunding the $1250.00. We are sorry that this has happened and if there is anything else that needs to be answered please do not hesitate to contact me. I also ask that this complaint be removed from our records as we have not done anything to cause this issue to occur and we have offered extremely reasonable accommodations to resolve this. Respectfully, Eric KnaakVice President & General Manager