Quality Degree, Inc.

TIME LINE10/22/2014Customer was told that her system was ready for winter.  The tech told her that her oil filters were
very dirty. This was verbal from Mike E[redacted], the technician that was on site on
Wednesday, October 22, 2014.  Customer
declined recommended work. ...

*(See Invoice
#1)*11/04/2014Same service technician Mike E[redacted] came on Tuesday, November
4th, 2014 and found weak transformer ignition.  Installed new transformer which customer paid
$272.00.  *(This System was for the House
and NOT the Dog Kennel)* - *(See Invoice #2)
11/20/2014The problem described was for the heater servicing the Kennel
not working.  The technician noticed that
the nozzle was dirty and clogged.  (This
was nozzle #2)  If the oil is dirty and
the tank is old, they clog up.  It was
recommended replacing the oil line and installing a high efficiency spin on oil
filter.  Also was given verbally, that
the oil tank is old and should get a price on replacement.  Customer declined oil filter. 
*This is the can that the customer referred to that was spewing oil out,
and at an alarming rate. As this in the customers letter.*  *(See Picture of Oil Filter/Can)*
This picture is the oil filter (can) that was leaking
oil.  This is the oil line and high
efficiency spin on oil filter that the technician recommended that the customer
replace.  The customer declined repair. 
*(See Invoice #3)*
11/29/2014Nozzle clogged.  Technician
installed third nozzle.  Gave verbal to
customer for new oil line and spin on high efficiency oil filter.  Bill was at the location. 
Bill told the customer on Saturday, November 29th 2014, at
her Kennel, that this is going to keep happening.  Oil has bacteria in it and the tank oil line
and filter need to be replaced.  Customer
paid $392.00.  Bill also told the
customer if she would have a new tank installed for $1,800.00, that included
the new oil line and spin on filter, that he would put the payment of $392.00
already paid, toward the cost.  Bill also
told the customer that without a doubt, this will continue to happen again and
again.   *(See Invoice #4)
Two days later, on Monday, December 1st, 2014, the
customer called the office to complain about the bill for $392.00.  Bill called the customer back and spoke with
her for about 20 minutes.  Bill went over
all of the facts on why the oil filter keeps clogging.  The customer told Bill that his price for a
new tank of $1,800.00 and minus the service ticket of -$392.00 was still too
high.  Bill explained to the customer it
was the best price he could give to her. 
Bill also explained to the customer that it would behoove her to get a
new tank from another company that was less expensive, because the customer was
going to need it.   
The customer asked for the clogged nozzle back from the
service done on Saturday, November 29, 2014 so that her husband could take a
look at it.  Bill explained to the
customer that he could come out to the kennel with the old nozzle and show her
and her husband, how to clean them at no cost or charge to them.  This was offered to them, so that until they
had the money for a new tank, they can see how to clean the nozzle on their
own.  The customer was grateful at this
suggestion and said that she would call Bill back with a date that would work
for them.  Customer never called back.12/19/2014Friday, December 19, 2014. 
Customer declined all work to be done. 
The tech turned off the oil at the filter at boiler.
Tech put a paper towel under oil filter. Tech turned off
valve.  At this point, no more oil could
leak out. Tech also turned valve at tank off.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Technician did not turn off oil. I did not call to complain about the bill.I called to complain about the service. They left my business cold with no heat and walked off the job because they wanted another 1800.dollars for and outside tank that wasnt gonna be replaced at 9 pm on the nite in question anyway.My lawyer will be taking over the case .Thank you. 
Regards,
[redacted]

TIME LINE10/22/2014Customer was told that her system was ready for winter.  The tech told her that her oil filters were
very dirty. This was verbal from Mike E[redacted], the technician that was on site on
Wednesday, October 22, 2014.  Customer
declined recommended work.  *(See...

Invoice
#1)*11/04/2014Same service technician Mike E[redacted] came on Tuesday, November
4th, 2014 and found weak transformer ignition.  Installed new transformer which customer paid
$272.00.  *(This System was for the House
and NOT the Dog Kennel)* - *(See Invoice #2)11/20/2014The problem described was for the heater servicing the Kennel
not working.  The technician noticed that
the nozzle was dirty and clogged.  (This
was nozzle #2)  If the oil is dirty and
the tank is old, they clog up.  It was
recommended replacing the oil line and installing a high efficiency spin on oil
filter.  Also was given verbally, that
the oil tank is old and should get a price on replacement.  Customer declined oil filter. 
*This is the can that the customer referred to that was spewing oil out,
and at an alarming rate. As this in the customers letter.*  *(See Picture of Oil Filter/Can)*This picture is the oil filter (can) that was leaking
oil.  This is the oil line and high
efficiency spin on oil filter that the technician recommended that the customer
replace.  The customer declined repair. 
*(See Invoice #3)*11/29/2014Nozzle clogged.  Technician
installed third nozzle.  Gave verbal to
customer for new oil line and spin on high efficiency oil filter.  Bill was at the location. 
Bill told the customer on Saturday, November 29th 2014, at
her Kennel, that this is going to keep happening.  Oil has bacteria in it and the tank oil line
and filter need to be replaced.  Customer
paid $392.00.  Bill also told the
customer if she would have a new tank installed for $1,800.00, that included
the new oil line and spin on filter, that he would put the payment of $392.00
already paid, toward the cost.  Bill also
told the customer that without a doubt, this will continue to happen again and
again.   *(See Invoice #4)Two days later, on Monday, December 1st, 2014, the
customer called the office to complain about the bill for $392.00.  Bill called the customer back and spoke with
her for about 20 minutes.  Bill went over
all of the facts on why the oil filter keeps clogging.  The customer told Bill that his price for a
new tank of $1,800.00 and minus the service ticket of -$392.00 was still too
high.  Bill explained to the customer it
was the best price he could give to her. 
Bill also explained to the customer that it would behoove her to get a
new tank from another company that was less expensive, because the customer was
going to need it.   The customer asked for the clogged nozzle back from the
service done on Saturday, November 29, 2014 so that her husband could take a
look at it.  Bill explained to the
customer that he could come out to the kennel with the old nozzle and show her
and her husband, how to clean them at no cost or charge to them.  This was offered to them, so that until they
had the money for a new tank, they can see how to clean the nozzle on their
own.  The customer was grateful at this
suggestion and said that she would call Bill back with a date that would work
for them.  Customer never called back.12/19/2014Friday, December 19, 2014. 
Customer declined all work to be done. 
The tech turned off the oil at the filter at boiler.Tech put a paper towel under oil filter. Tech turned off
valve.  At this point, no more oil could
leak out. Tech also turned valve at tank off.