Quality First

Thank you for the opportunity to respond to this complaintOur goal is to provide exceptional customer service, and we understand the tenant’s frustrations with the problems regarding the manufacturer’s equipment upon start-upAfter speaking to our staff, it is clear that empathy for the situation
was abundant, but that we could have done a better job communicating with herHappily, it appears that the manufacturer’s replacement parts solved the problem with the unitWe will be in touch with the customer today for an update on the items mentioned and to reach a final resolution

In regards to the the estimates they say they gave to us they did notAnd as to their parts they new we were putting in a new furnace and they could have scheduled to come and get their parts as they new I was going to contest this with credit card company and Attorney General, and they did not say they wanted to come and get the partsAnd when I asked for my parts back(the old ones) they said they did not have them, I thought they were to keep for a little while incase customer requested themAnd for the last thing that I did not mention was that the people that put in my new furnace said that Franklin had rigged furnace to get it to come on and that it could have caused a fire at the homeAnd yes we did ask them to come and do a cleaning on furnace and they in there paperwork said the unit was working but after they cleaned it they could not get it to come onSo if they do not want to refund me any money that will be ok, because word of mouth goes a long way, and I still may contact my credit card company to see what options I have

We are in receipt of Ms. [redacted]’s rejection to our offer. It seems that we cannot agree on this matter. However, we would like to add a few final points. All of our customers receive an estimate. As in any consumer transaction, customers who wish to receive a refund return merchandise to the retailer or supplier. In order for us to retrieve the parts from the furnace, Ms. [redacted] would have incurred additional charges at our standard rate: $81 for the first 30 minutes and $92/hour (or $23 per ¼ hour) We were not asked to keep Ms. [redacted]’s old parts; therefore they were disposed of. Our technician’s paperwork on October 3 states that the condenser came on (this is part of the air conditioner).  On October 6 the technician’s paperwork states that “A/C blower come on … turned t-stat to heat only one burner would light. I took burners out cleaned with wire brush and blew out with CO2. Put them back in and burners would not light” Nothing in this indicates that the unit was working, and as stated before, we were called to the home because a home inspector stated that it was not working. Thank you for the opportunity to respond. Sincerely, Maria McGraw

Dear Sir or Madam – Thank you for the opportunity to address Ms. [redacted]’s concerns. In this customer’s situation, the facts presented are not completely true nor do they represent the entire story. Our October 3 service call slip states that the work to be completed is a “Furnace & A/C...

Checkout” Additional notes recorded on the slip indicate “Home inspector states furnace & a/c is not working. Also a section of ArmaFlex needs replaced.” The home was vacant and the weather was very agreeable at this time of year. It seems that those two factors led some to believe that the 30+ year old furnace was working. However, two professionals have stated to Ms. [redacted] that her furnace does not work. The weight of those two opinions cannot be overstated. Our technician did state that the customer’s condenser came on. This is a component of her air conditioner not her furnace. Without getting too technical, it is imperative at this point that we take a moment to explain the process to diagnose a furnace’s problem. In order to test the furnace, it must have power. Power is transmitted through the relays. After the unit has power it must have a fuel source to create heat. Gas furnaces have a gas valve to control the flow of gas from the supply line to the motor. Gas will not pass through the gas valve without power to the unit. Only when the unit has both power and fuel will the motor run. Without power and fuel, the motor can’t be tested. Our technician did clean the furnace during the first visit on October 3, but the furnace would not receive power. Our office quoted relay switches, and made this repair on October 6 so that the furnace would have power. Once the furnace had power, it did not have fuel because the gas valve was bad. Our office quoted gas valves, and made this repair on October 6 so that the furnace would have fuel to operate. Once the unit had both power and fuel, a true test of the furnace’s workings could be done. For over 20 years Franklin Heating and Refrigeration has stood behind our work. We continue to do so. Our goal is always to find the customer’s desired solution and work towards that goal. We were advised that the customer was not interested in a system replacement because the home was for sale. Based on that information, we quoted repairs. The customer states that our technician “could not give estimate when he was replacing the parts so we were in the dark on how much it was costing to repair.” For the first visit, our office quoted the hourly rate of $81 for the first 30 minutes and $92/hour (or $23 per ¼ hour) plus parts. The return trip was quoted at continuation of time at $92/hour (or $23 per ¼ hour) plus parts. All quotes were approved before work proceeded. As explained in the process to diagnose a furnace’s problem that we have already shared above, there is no way that our company, or any company, could guarantee that any of the repairs would make the furnace completely operational. As always, our quotes are for repairing parts that do not function. In fact, our technician stated on his October 3 work order that the unit “may need further inspection.” The customer requests a partial refund, based on the fact that she had her unit replaced. However, $245 worth of brand new parts were installed on her old furnace, and she fully acknowledges that we did make the repairs. Additionally, no attempt was made to return those parts to our company. On a side note, as a courtesy to the customer the quote to replace her furnace included a $400 credit for previous repairs. This is a customary practice in the heating and cooling industry, not an admission of any guilt or a credit that the customer is entitled to. The credit is simply our way of showing our customer that we want to make the installation as affordable as possible and thank them for their business. If we had completed that installation of the customer’s new furnace, our technicians would have removed the brand new parts from the old furnace to make the majority of this credit feasible. In response to this customer’s complaint, and based on the fact that no parts have been returned to us, we cannot offer a refund of any type. Should this customer wish to return parts for credit consideration, they should be shipped at the customer’s expense by insured delivery to:             Franklin Heating and Refrigeration             4802 Hendron Rd             Groveport, OH 43125 The customer should be advised that returning parts cannot guarantee that credit will be given. The condition of the parts could be affected by the manner in which they were removed as well as the manner in which they were stored. Should the customer wish to return parts to us, they will be inspected and the condition will be documented. Unexpected home repairs can happen anytime, but usually occur when it is least convenient. In the very few instances when our office has not fully satisfied a customer, it is our policy to review how we could have done better and if we performed all of the services we were paid to do. This examination was used in determining our response. Even though this type of complaint doesn’t reflect our typical customer’s review, we will use this as a training guide to look for ways to improve. Thank you again for the opportunity to address this concern. Sincerely, Maria M[redacted]

Please advise/clarify: Has the work proposed by [redacted] already been completed?

Hi [redacted] - as you know, we can't respond to this complaint through the Revdex.com system. We will be sending an e-mail and mailing this letter to the customer. Please add this to the correspondence for the complaint (file also...

attached): January 25, 2017  Dear Sir or Madam –  Thank you for the opportunity to address Mr. [redacted]’s complaint. There are many components of the letter that we would like to clarify and respond to, but first we would like to point that, until receiving a copy of the communication that was submitted to the Revdex.com, the entire staff at Franklin Heating and Refrigeration was unaware of any issues with the operation of the walk-in cooler. This letter presents the image of a company that was unwilling to remedy a situation caused by a faulty part. However, after our service call on November 9th we were under the impression that the unit was functioning. In fact, during our office’s numerous calls to the [redacted], no one mentioned that the cooler was not functioning properly. Calls and a summary are below:•         November 15 – 1:49 pm - Left message for Mr. [redacted]•         November 16 - During a call to collect payment, Mr. [redacted] asks for a copy of the work order before he pays. The work order is e-mailed at 12:37 pm•         November 17 – 10:20 am - Left message to follow up with Mr. [redacted]•         November 17 – 3:55 pm – Left message for Mr. [redacted]•         November 18 – 12:26 pm – Left message for Mr. [redacted]•         November 22 – 9:43 am - Called [redacted], the Crematory Facilities Manager, since we have been unable to reach Mr. [redacted]. Mr. [redacted] states that he was sleeping and would call back later today•         November 23 – Called Mr. [redacted]. He states he will pass along the message to Mr. [redacted]•         November 25 – Left a message for Mr. [redacted]•         November 29 – Left a message for Mr. [redacted]•         December 1 – Left a message for Mr. [redacted]•         December 1 – In a phone conversation, Mr. [redacted] says he will pass along the message and see if he can help us to collect payment.•         December 2 – 1:38 pm - Left a message for Mr. [redacted]•         December 2 – 4:55 pm – Left a message for Mr. [redacted]•         December 15 – 12:05 pm – Left a message for Mr. [redacted]•         December 19 – 11:04 am – Left a message for Mr. [redacted]•         December 21 – 4:01 pm – Left a message for Mr. [redacted]•         December 30 – 12:19pm – Left a message for Mr. [redacted]•         January 2, 2017 – 9:47 am – Left a message for Mr. [redacted]•         January 11, 2017 – 11:47 am – Left a message for Mr. [redacted]•         January 12, 2017 – 11:15 am – Left a message for Mr. [redacted] Franklin Heating and Refrigeration would have sent a technician to investigate the system failure if during any one of these 20 telephone calls someone would have stated that there was a problem. Next, we would like to clarify the original quoted price ($2,505.00) vs. the final price of ($3,193.00). Although Mr. [redacted] does not dispute the amount that he paid, he states that items were added that we “forgot to include in the original quote.” The original quote was reviewed over the phone with Mr. [redacted] on September 7, 2016, and was e-mailed on September 8. The e-mail quote (attached) states that “Franklin Heating & Ref., Inc. will provide labor and the copper pipe & fittings, misc hardware materials to complete the installation of your provided refrigeration equipment & cooler door.” The quote states: “Freon is extra if needed, and Electric work to be completed by the electrician.” The e-mail ends with a statement that our installer “will review the drain situation, he suggested that we may need to use condensate pumps which will be an extra if needed.”In a later e-mail dated September 20 (attached), our office relays to Mr. [redacted] that his equipment purchase did not include a thermostat, valve, or valve coil. The price for those items as well as the earlier mentioned condensate pump is sent to Mr. [redacted]. The e-mail mentions again that Freon will be extra, no price is given because we haven’t charged the system to know this price. He replies “OK, Great Thank you.”Again, although this additional expense is not disputed, this summary is provided because the original communication presents a company that tried to upsell or trick the customer into paying more. We stand behind the original quote and the additional charges.Thirdly, Mr. [redacted] states that the wiring was not done correct at the time of the installation. In our original quote on September 8 (previously mentioned and attached), our office asks Mr. [redacted] to “let the electrician know that we will need 3phase 208-230 volt for the condenser on the roof and 1 phase 115 volt for the evaporators.” The e-mail goes on to state that, “Electric work to be completed by the electrician.” One three-phase circuit was provided to the roof top unit, but no circuit was provided for the evaporators. It is unclear if Mr. [redacted] is aware that the electrician did not provide the requested service. Our installer tapped the rooftop electric for the indoor coils. It is regrettable our installer didn’t communicate with the office regarding this missing item. Even though this was not included in our quote, our technicians ran new indoor electric and rewired during our service on January 18, 2017. This service was arranged after we received the Revdex.com letter and we were aware of these concerns. During this visit, our technicians also replaced a defective solenoid valve, installed a new liquid filter drier, as well as performed a pressure check to confirm that none of our braze joints were leaking. Our technicians refilled the system with Freon and brought it back online. All of this was done at no charge.It is important to point out that our company cannot provide a warranty for equipment that we didn’t purchase and that Mr. [redacted]’ summary of the technicians’ findings do not match the work orders written up by the technicians. Mr. [redacted] states that on November 9th our technician found a leak. However, the work order (attached) states “checked all hoses and joins for leaks found none. Checked all valves found no leaks. Checked all coils and found no leaks…” During this visit alone, our technician used $207 worth of supplies. This is one of the visits that Mr. [redacted] has not paid.However, in light of the fact that this complaint doesn’t reflect our typical customer’s experience, and that we can see areas where we should have spoken up regarding the missing wiring, we propose to refund the $303 service call that Mr. [redacted] was charged. Additionally, we propose to adjust the current amount owed to reflect a $0 balance. The service call on January 18 as well as the adjustments proposed seem to meet all of Mr. Edward’s requests except for one. Our office is not willing to pay the service call another company, especially when we weren’t aware that the unit needed attention. The numerous attempts to contact the customer have already been noted in this letter.For over 20 years Franklin Heating and Refrigeration has stood behind our work. We continue to do so. Our goal is always to find the customer’s desired solution and work towards that goal. This proposal seems to be a good compromise based on the facts presented. If Mr. [redacted] considers this to be a satisfactory solution, we ask that he kindly ag

Hi [redacted] - as you know, we can't respond to this complaint through the Revdex.com system. We will be sending an e-mail and mailing this letter to the customer. Please add this to the correspondence for the complaint (file also...

attached): January 25, 2017  Dear Sir or Madam –  Thank you for the opportunity to address Mr. [redacted]’s complaint. There are many components of the letter that we would like to clarify and respond to, but first we would like to point that, until receiving a copy of the communication that was submitted to the Revdex.com, the entire staff at Franklin Heating and Refrigeration was unaware of any issues with the operation of the walk-in cooler. This letter presents the image of a company that was unwilling to remedy a situation caused by a faulty part. However, after our service call on November 9th we were under the impression that the unit was functioning. In fact, during our office’s numerous calls to the [redacted], no one mentioned that the cooler was not functioning properly. Calls and a summary are below:•         November 15 – 1:49 pm - Left message for Mr. [redacted]•         November 16 - During a call to collect payment, Mr. [redacted] asks for a copy of the work order before he pays. The work order is e-mailed at 12:37 pm•         November 17 – 10:20 am - Left message to follow up with Mr. [redacted]•         November 17 – 3:55 pm – Left message for Mr. [redacted]•         November 18 – 12:26 pm – Left message for Mr. [redacted]•         November 22 – 9:43 am - Called [redacted], the Crematory Facilities Manager, since we have been unable to reach Mr. [redacted]. Mr. [redacted] states that he was sleeping and would call back later today•         November 23 – Called Mr. [redacted]. He states he will pass along the message to Mr. [redacted]•         November 25 – Left a message for Mr. [redacted]•         November 29 – Left a message for Mr. [redacted]•         December 1 – Left a message for Mr. [redacted]•         December 1 – In a phone conversation, Mr. [redacted] says he will pass along the message and see if he can help us to collect payment.•         December 2 – 1:38 pm - Left a message for Mr. [redacted]•         December 2 – 4:55 pm – Left a message for Mr. [redacted]•         December 15 – 12:05 pm – Left a message for Mr. [redacted]•         December 19 – 11:04 am – Left a message for Mr. [redacted]•         December 21 – 4:01 pm – Left a message for Mr. [redacted]•         December 30 – 12:19pm – Left a message for Mr. [redacted]•         January 2, 2017 – 9:47 am – Left a message for Mr. [redacted]•         January 11, 2017 – 11:47 am – Left a message for Mr. [redacted]•         January 12, 2017 – 11:15 am – Left a message for Mr. [redacted] Franklin Heating and Refrigeration would have sent a technician to investigate the system failure if during any one of these 20 telephone calls someone would have stated that there was a problem. Next, we would like to clarify the original quoted price ($2,505.00) vs. the final price of ($3,193.00). Although Mr. [redacted] does not dispute the amount that he paid, he states that items were added that we “forgot to include in the original quote.” The original quote was reviewed over the phone with Mr. [redacted] on September 7, 2016, and was e-mailed on September 8. The e-mail quote (attached) states that “Franklin Heating & Ref., Inc. will provide labor and the copper pipe & fittings, misc hardware materials to complete the installation of your provided refrigeration equipment & cooler door.” The quote states: “Freon is extra if needed, and Electric work to be completed by the electrician.” The e-mail ends with a statement that our installer “will review the drain situation, he suggested that we may need to use condensate pumps which will be an extra if needed.”In a later e-mail dated September 20 (attached), our office relays to Mr. [redacted] that his equipment purchase did not include a thermostat, valve, or valve coil. The price for those items as well as the earlier mentioned condensate pump is sent to Mr. [redacted]. The e-mail mentions again that Freon will be extra, no price is given because we haven’t charged the system to know this price. He replies “OK, Great Thank you.”Again, although this additional expense is not disputed, this summary is provided because the original communication presents a company that tried to upsell or trick the customer into paying more. We stand behind the original quote and the additional charges.Thirdly, Mr. [redacted] states that the wiring was not done correct at the time of the installation. In our original quote on September 8 (previously mentioned and attached), our office asks Mr. [redacted] to “let the electrician know that we will need 3phase 208-230 volt for the condenser on the roof and 1 phase 115 volt for the evaporators.” The e-mail goes on to state that, “Electric work to be completed by the electrician.” One three-phase circuit was provided to the roof top unit, but no circuit was provided for the evaporators. It is unclear if Mr. [redacted] is aware that the electrician did not provide the requested service. Our installer tapped the rooftop electric for the indoor coils. It is regrettable our installer didn’t communicate with the office regarding this missing item. Even though this was not included in our quote, our technicians ran new indoor electric and rewired during our service on January 18, 2017. This service was arranged after we received the Revdex.com letter and we were aware of these concerns. During this visit, our technicians also replaced a defective solenoid valve, installed a new liquid filter drier, as well as performed a pressure check to confirm that none of our braze joints were leaking. Our technicians refilled the system with Freon and brought it back online. All of this was done at no charge.It is important to point out that our company cannot provide a warranty for equipment that we didn’t purchase and that Mr. [redacted]’ summary of the technicians’ findings do not match the work orders written up by the technicians. Mr. [redacted] states that on November 9th our technician found a leak. However, the work order (attached) states “checked all hoses and joins for leaks found none. Checked all valves found no leaks. Checked all coils and found no leaks…” During this visit alone, our technician used $207 worth of supplies. This is one of the visits that Mr. [redacted] has not paid.However, in light of the fact that this complaint doesn’t reflect our typical customer’s experience, and that we can see areas where we should have spoken up regarding the missing wiring, we propose to refund the $303 service call that Mr. [redacted] was charged. Additionally, we propose to adjust the current amount owed to reflect a $0 balance. The service call on January 18 as well as the adjustments proposed seem to meet all of Mr. Edward’s requests except for one. Our office is not willing to pay the service call another company, especially when we weren’t aware that the unit needed attention. The numerous attempts to contact the customer have already been noted in this letter.For over 20 years Franklin Heating and Refrigeration has stood behind our work. We continue to do so. Our goal is always to find the customer’s desired solution and work towards that goal. This proposal seems to be a good compromise based on the facts presented. If Mr. [redacted] considers this to be a satisfactory solution, we ask that he kindly agrees to the entire proposal as summarized:•         A check for $303 will be issued and mailed to [redacted] Funeral Service.•         An adjustment to the current amount owed will be made to reflect a $0 balance. This includes eliminating the past due charge of $1,053.00 and not charging $1,185.00 for the January 18th service call ($587 of which is parts and materials – the solenoid valve price is not included in the total. That was replaced by the manufacturer under warranty.)•         The matter will be considered settled in full and [redacted] Funeral Service will not seek any additional warranty work or refund from Franklin Heating and Refrigeration.•         This proposal must be accepted in writing in its entirety through the Revdex.com website. We look forward to Mr. [redacted]’s reply. Thank you again for the opportunity to address this concern. Sincerely,   [redacted]