Proudfoot Plumbing

RE: Complaint ID [redacted] I would first like to say that this customer never contacted our company for a refundWe have a 100% satisfaction policy and would have returned her refund earlier had she let us know she was unhappy.When working on forced air furnaces that are older than their life expectancy, many service problems will happenI feel it is appropriate to repair the problem that caused the furnace to go off before recommending replacement of that furnace, due to the age of the unitThis unit is over years oldForced air furnace life expecancy is 15-yearsThe unit was operating when we left it on 2/6/(Friday), after we replaced the thermocouple and cleaned the unitI was notified on 2/13/that the unit was not working againI went back at that time and the furnace was operatingFurnaces this old are not reliableUnfortunately our repair services do not warranty customer equipment that is oldI did give the customer estimates for further repair work and also replacement of the unit, which were declined.I am sending the customer a full refund in the amount of $which was the invoice for the thermocouple replacement and cleaning/testing furnace.Thank you, [redacted] Proudfoot Plumbing Heating and Air

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

RE: Complaint ID [redacted]I would first like to say that this customer never contacted our company for a refund. We have a 100% satisfaction policy and would have returned her refund earlier had she let us know she was unhappy.When working on forced air furnaces that are older than their life...

expectancy, many service problems will happen. I feel it is appropriate to repair the problem that caused the furnace to go off before recommending replacement of that furnace, due to the age of the unit. This unit is over 30 years old. Forced air furnace life expecancy is 15-20 years. The unit was operating when we left it on 2/6/15 (Friday), after we replaced the thermocouple and cleaned the unit. I was notified on 2/13/15 that the unit was not working again. I went back at that time and the furnace was operating. Furnaces this old are not reliable. Unfortunately our repair services do not warranty customer equipment that is old. I did give the customer estimates for further repair work and also replacement of the unit, which were declined.I am sending the customer a full refund in the amount of $238.00 which was the invoice for the thermocouple replacement and cleaning/testing furnace.Thank you,[redacted]Proudfoot Plumbing Heating and Air

Review: The pilot light on our furnace kept going out. We called Proudfoot plumbing for repair, they came to our residence and told us that the thermocouple needed replaced . we agreed for them to replace it, the very night that they replaced the part the pilot light went out again and kept going out over the next few days. We called them back, they came back to our residence and this time said the furnace needed replaced. We would like a refund of the charge for the thermocouple because that was not the problem.Desired Settlement: We would like a refund because the thermocouple was not the issue and the furnace is still not working properly

Business

Response:

RE: Complaint ID [redacted]I would first like to say that this customer never contacted our company for a refund. We have a 100% satisfaction policy and would have returned her refund earlier had she let us know she was unhappy.When working on forced air furnaces that are older than their life expectancy, many service problems will happen. I feel it is appropriate to repair the problem that caused the furnace to go off before recommending replacement of that furnace, due to the age of the unit. This unit is over 30 years old. Forced air furnace life expecancy is 15-20 years. The unit was operating when we left it on 2/6/15 (Friday), after we replaced the thermocouple and cleaned the unit. I was notified on 2/13/15 that the unit was not working again. I went back at that time and the furnace was operating. Furnaces this old are not reliable. Unfortunately our repair services do not warranty customer equipment that is old. I did give the customer estimates for further repair work and also replacement of the unit, which were declined.I am sending the customer a full refund in the amount of $238.00 which was the invoice for the thermocouple replacement and cleaning/testing furnace.Thank you,[redacted]Proudfoot Plumbing Heating and Air

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.