December 19, 2014Dear [redacted],Please accept this letter from CFS Service Corporation as formal response to the Revdex.com complaint Case ID# [redacted] filed on November 25, 2014.CFS Service Corporation (Contractor) was contacted by our customer, ** * Property Specialists, LLC (Owner's Representative) for...
a total of three service calls placed on three different dates.On October 14, 2014, CFS was contacted by ** * Properties per email (Document# 1.1). The email stated that their client’s house, which was occupied by their tenant, [redacted] was experiencing hot water heater problems. ** *asked if we could set up a plumbing service call regarding water heaters issue with [redacted] of ** * stated that she was out of town, but would like us to contact their client’s renter, [redacted] and set up service. ** * also stated in that email (Document# 1.1) that they would also forward CFS Service some documentation about some previous patch work done by some other plumbing company.On October 14, 2014, CFS Service was able to contact [redacted] to set up a plumbing service call the same day as requested. Service was performed on service call ID# [redacted] (Document#1) and was diagnosed to have two wires, which heated up and caused the insulation on the two wires to melt and short both wires together. This was a direct result of the previous plumbing company that did not check the wiring connection termination point into the circuit board. This caused a poor connection that overtime caused the wiring to heat up at that connection point on the circuit board and damaged the insulation on wiring and shorted both wires together. The wiring connection to board was tightened and both wires reinsulated with electrical tape to keep them from making further contact together. The system was left working at that time, but with the internal heat damage to the wiring that close to an electronic circuit board could cause internal damage to the circuit board and led to a possible failure at that point in the very near future. The part was not changed at that time as it had not failed. Only the damaged wiring needed correction at that time.On October 28, 2014, ** * contacted CFS Service and stated that their client’s tenant, [redacted] was having additional problem with their water heater. [redacted] of ** * stated in her email (Document#2.1) that their company had sent an electrician out and said that it wasn’t an electrical issue and could we arrange for a plumbing service call. CFS informed ** * that they would not be able to schedule a service visit on the 28th but we could perform service first call the next morning on October 29th. The CFS technician diagnosed that the same area on the circuit board that had suffered high heatlamp damage was failing and evidence had started to show on the surface of circuit board at this time. It was also stated that the elements and other electrical access panels located on side of heater were inaccessible (placed up against a wall) do to the original installation by others. To correct this and make the other electrical components accessible to be inspected and/or repaired, if needed, the heater would need to be drained, disconnected, rotated and reconnected to gain proper access to electrical heating element access panels.On November 24, 2014, ** * contacted CFS Service at 3:14 p.m. to set up a service call to look at their client’s water heater (Document# 3.1). CFS informed ** * that if they wanted service today it would be on an overtime rate. ** * did not want service performed on the 24th due to overtime rates and agreed to setup service the following day November 25, 2014. At 3:29 p.m., CFS Manager, Brian reviewed the two previous service tickets documentation that we had on the ** * client’s property that [redacted] resided in. The CFS Manager, Brian and the last service technician, Ken that performed diagnostics on October 28, 2014 were able to come to the conclusion that the failing part that was noted both times in the past two CFS Service visits over one month prior to this request for service would most likely be the circuit board, which had been damaged prior to any of the CFS Service visits. CFS contacted ** * Client (Document# 3.1) and discussed what they felt would most likely be the repair needed to the prior documentation on file. Upon researching the part, CFS Service found that [redacted] carries a life-time warranty on the failing part. ** * client agreed to order the part as quick as possible and would pay for the quick ship next day air charges. At this time, it was past 3:30 p.m. prior to any parts being ordered. CFS attempted to order the circuit board through [redacted]’s parts call center and asked for a rush next day air delivery so service could still be performed on November 25, 2014 as requested. Unfortunately the company [redacted] contracted the shipping of the part was unable to send the part out next day air. CFS Service had no control over the speedy processing of another company’s parts requisition or delivery system. CFS contacted ** * on November 25th to inform them that the next day air delivery did not go through as [redacted] attempted ship date. Once the part did show up on the following day on November 26, 2014, CFS scheduled service that same day and installed the new circuit board. The water heater was tested and service was complete at that time.It was brought to our attention that during the month laps between October’s service and November’s service, [redacted] was possibly constantly resetting the high limit safety device located on the water heater. This is not a good practice to do more than once without a professional service technician checking why the safety device tripped. Yes, if you constantly reset a tripping Safety device, it will eventually cause burning, failure and possible fire hazards. If this action was truly taking place, it was totally out of CFS Service Corporation’s control.In closing, CFS Service Corporation had conducted business with all parties involved to their highest standards throughout the history of all three service visits and made sure that the end customer, [redacted]’s family and guests would have a safe working hot water heater for their upcoming Thanksgiving holiday.Best Regards, Chris MVice President
December 19, 2014Dear [redacted],Please accept this letter from CFS Service Corporation as formal response to the Revdex.com complaint Case ID# [redacted] filed on November 25, 2014.CFS Service Corporation (Contractor) was contacted by our customer, ** * Property Specialists, LLC (Owner's Representative) for...
a total of three service calls placed on three different dates.On October 14, 2014, CFS was contacted by ** * Properties per email (Document# 1.1). The email stated that their client’s house, which was occupied by their tenant, [redacted] was experiencing hot water heater problems. ** *asked if we could set up a plumbing service call regarding water heaters issue with [redacted] of ** * stated that she was out of town, but would like us to contact their client’s renter, [redacted] and set up service. ** * also stated in that email (Document# 1.1) that they would also forward CFS Service some documentation about some previous patch work done by some other plumbing company.On October 14, 2014, CFS Service was able to contact [redacted] to set up a plumbing service call the same day as requested. Service was performed on service call ID# [redacted] (Document#1) and was diagnosed to have two wires, which heated up and caused the insulation on the two wires to melt and short both wires together. This was a direct result of the previous plumbing company that did not check the wiring connection termination point into the circuit board. This caused a poor connection that overtime caused the wiring to heat up at that connection point on the circuit board and damaged the insulation on wiring and shorted both wires together. The wiring connection to board was tightened and both wires reinsulated with electrical tape to keep them from making further contact together. The system was left working at that time, but with the internal heat damage to the wiring that close to an electronic circuit board could cause internal damage to the circuit board and led to a possible failure at that point in the very near future. The part was not changed at that time as it had not failed. Only the damaged wiring needed correction at that time.On October 28, 2014, ** * contacted CFS Service and stated that their client’s tenant, [redacted] was having additional problem with their water heater. [redacted] of ** * stated in her email (Document#2.1) that their company had sent an electrician out and said that it wasn’t an electrical issue and could we arrange for a plumbing service call. CFS informed ** * that they would not be able to schedule a service visit on the 28th but we could perform service first call the next morning on October 29th. The CFS technician diagnosed that the same area on the circuit board that had suffered high heatlamp damage was failing and evidence had started to show on the surface of circuit board at this time. It was also stated that the elements and other electrical access panels located on side of heater were inaccessible (placed up against a wall) do to the original installation by others. To correct this and make the other electrical components accessible to be inspected and/or repaired, if needed, the heater would need to be drained, disconnected, rotated and reconnected to gain proper access to electrical heating element access panels.On November 24, 2014, ** * contacted CFS Service at 3:14 p.m. to set up a service call to look at their client’s water heater (Document# 3.1). CFS informed ** * that if they wanted service today it would be on an overtime rate. ** * did not want service performed on the 24th due to overtime rates and agreed to setup service the following day November 25, 2014. At 3:29 p.m., CFS Manager, Brian reviewed the two previous service tickets documentation that we had on the ** * client’s property that [redacted] resided in. The CFS Manager, Brian and the last service technician, Ken that performed diagnostics on October 28, 2014 were able to come to the conclusion that the failing part that was noted both times in the past two CFS Service visits over one month prior to this request for service would most likely be the circuit board, which had been damaged prior to any of the CFS Service visits. CFS contacted ** * Client (Document# 3.1) and discussed what they felt would most likely be the repair needed to the prior documentation on file. Upon researching the part, CFS Service found that [redacted] carries a life-time warranty on the failing part. ** * client agreed to order the part as quick as possible and would pay for the quick ship next day air charges. At this time, it was past 3:30 p.m. prior to any parts being ordered. CFS attempted to order the circuit board through [redacted]’s parts call center and asked for a rush next day air delivery so service could still be performed on November 25, 2014 as requested. Unfortunately the company [redacted] contracted the shipping of the part was unable to send the part out next day air. CFS Service had no control over the speedy processing of another company’s parts requisition or delivery system. CFS contacted ** * on November 25th to inform them that the next day air delivery did not go through as [redacted] attempted ship date. Once the part did show up on the following day on November 26, 2014, CFS scheduled service that same day and installed the new circuit board. The water heater was tested and service was complete at that time.It was brought to our attention that during the month laps between October’s service and November’s service, [redacted] was possibly constantly resetting the high limit safety device located on the water heater. This is not a good practice to do more than once without a professional service technician checking why the safety device tripped. Yes, if you constantly reset a tripping Safety device, it will eventually cause burning, failure and possible fire hazards. If this action was truly taking place, it was totally out of CFS Service Corporation’s control.In closing, CFS Service Corporation had conducted business with all parties involved to their highest standards throughout the history of all three service visits and made sure that the end customer, [redacted]’s family and guests would have a safe working hot water heater for their upcoming Thanksgiving holiday.Best Regards, Chris MVice President