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Prudential Heating & Air Conditioning Company

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Prudential Heating & Air Conditioning Company Reviews (3)

[redacted] [redacted] [redacted] To whom it may concern: Prudential responded to a request to service a gas furnace and humidifier on August 12th ***Prudential found a [redacted] pulse furnace @ years old that had never been properly safety inspected Prudential proceeded to perform a heat exchanger safety check on the furnace that required the cutting of the side of the cabinet per [redacted] ’s guidelines After Prudential’s tech completed the safety check and serviced the furnace he found the furnace did not operate properly upon check outThe proceeded to perform several diagnostic checks to determine the reason for the furnace to not operate properly that included disconnecting the intake and exhaust vent pipes to ensure no air flow restrictionsOur tech identified an issue with the furnace’s gas and air diaphragms not allowing proper flow to the heat exchanger, causing erratic burner operation Since Prudential’s tech did not check the furnace operation before starting the service we had no way of knowing there was a problem with the furnace prior to our servicing it Prudential recommended replacement of the parts to allow the furnace to operate properly When our service coordinator call to give Mrs [redacted] the cost, Mrs [redacted] said” she was not aware of any problems with her furnace last year” and felt that Prudential must have caused the problem with the furnace when we serviced itWe explained the checking of the heat exchanger and cleaning of the furnace would not have caused the issue I ( [redacted] Service Mgr.) called Mrs [redacted] back and offered to have our field technical supervisor come out with our tech and review our service and check her furnace to see if we did anything wrong that could have caused the problem, and if we could fix the furnace without the new replacement parts On August 20th [redacted] our supervisor confirmed out techs diagnosis and verified our service did not cause the problemDue to Mrs [redacted] ’s statement that her furnace was working properly and Prudential must have caused the need for the repair parts and for good customer relations Prudential replaced the needed parts and fixed the furnace, while there on August 20th ***Prudential provided the labor and parts at [redacted] to Mrs [redacted] I have talked to Mrs [redacted] by phone to confirm her satisfactory resolution to the issueAnd she said she was going to recheck operation to confirm repairs were completed Prudential believes the charges to service her furnace and humidifier are appropriate for services providedPrudential provided labor and parts to repair the furnace at no charge At this time her furnace and humidifier are serviced and working properly Sincerely, [redacted] Prudential Service Mgr

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I find that this resolution is satisfactory to me.  
On Sunday 8/24/**, I did start the furnace to recheck the work the area supervisor & technician had performed on Wed, 8/20/**.  As best as I can tell, the furnace does seem to be back to sounding and operating like it had prior to Tues, 8/12/** when they had originally come out to do the fall check-up.
Thank you Revdex.com for your help in resolving this issue.  (I had never filed a complaint before with you, and really had no idea of your ability to help resolve complaints in such a speedy manner).  
Regards,
[redacted]

[redacted] 
[redacted]
[redacted]
 
[redacted]
To whom it may concern:
 
Prudential responded to a request to...

service a gas furnace and humidifier on August 12th [redacted]. Prudential found a [redacted] pulse furnace @ 20 years old that had never been properly safety inspected.
Prudential proceeded to perform a heat exchanger safety check on the furnace that required the cutting of the side of the cabinet per [redacted]’s guidelines.
After Prudential’s tech completed the safety check and serviced the furnace he found the furnace did not operate properly upon check out. The proceeded to perform several diagnostic checks to determine the reason for the furnace to not operate properly that included disconnecting the intake and exhaust vent pipes to ensure no air flow restrictions. Our tech identified an issue with the furnace’s gas and air diaphragms not allowing proper flow to the heat exchanger, causing erratic burner operation.
Since Prudential’s tech did not check the furnace operation before starting the service we had no way of knowing there was a problem with the furnace prior to our servicing it.
Prudential recommended replacement of the parts to allow the furnace to operate properly.
When our service coordinator call to give Mrs. [redacted] the cost, Mrs. [redacted] said” she was not aware of any problems with her furnace last year” and felt that Prudential must have caused the problem with the furnace when we serviced it. We explained the checking of the heat exchanger and cleaning of the furnace would not have caused the issue.
I ([redacted] Service Mgr.) called Mrs. [redacted] back and offered to have our field technical supervisor come out with our tech and review our service and check her furnace to see if we did anything wrong that could have caused the problem, and if we could fix the furnace without the new replacement parts.
On August 20th [redacted] our supervisor confirmed out techs diagnosis and verified our service did not cause the problem. Due to Mrs. [redacted]’s statement that her furnace was working properly and Prudential must have caused the need for the repair parts and for good customer relations Prudential replaced the needed parts and fixed the furnace, while there on August 20th [redacted]. Prudential provided the labor and parts at [redacted] to Mrs. [redacted].
I have talked to Mrs. [redacted] by phone to confirm her satisfactory resolution to the issue. And she said she was going to recheck operation to confirm repairs were completed.
Prudential believes the charges to service her furnace and humidifier are appropriate for services provided. Prudential provided labor and parts to repair the furnace at no charge.
At this time her furnace and humidifier are serviced and working properly .
 
Sincerely,
[redacted]
Prudential Service Mgr.

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