R. F. Ohl Fuel Oil, Inc.

Below is the service history RF Ohl has with *** ***On 5/12/customer purchased a tune up special at a
media and humidifier filter were also purchased , all of these are maintItems
and are not covered under the equipment warrenty
On 5/27/2015 a system check was requested
by *** *** for malfunction and diagnosed by Roberto as a defective TXV valve ,part
was ordered and then installedSystem was checked and operation was OKNo
charge
On 6/9/ service diagnosed a faulty contactor , Ivan
ordered the part and it was replaced , system checked OK no charge
On 7/21/Service diagnosed a factory defective TXV valve
part was ordered and replaced by Chris JRefrigerant charge was checked and
system was tested for operation , OK No charge
On 1/15/2016 service diagnosed a faulty low stage
contactor .part was replaced and system was tested for operation Ok .
On 1/19/service was again requested by *** *** for
noiseChris J noted that thru the years of operation the pad that the outdoor
compressor rests on was slightly un level and the compressor had frozen to the
composite pad
The vibration was being transmitted through the copper
refrigeration lines into the indoor unit sounding louder than normalThese are
all non covered issues that are a result of seasonal changes to the pad
location out doors

Service Manager Angelo C*** contacted *** *** in regards to the issue at handAngelo reviewed each service call with *** *** *** *** never received the service invoices that were mailed out in January as per his request, so Angelo emailed *** *** the list of service callsAngelo discovered *** *** should NOT have been charged for the $for the call from 1/15/16, customer was credited the $to his account and the refund has been submitted to Accounts Payable to mail

Unfortunately, this is a case of he said/she said that is why when Mrs*** called and stated she did not authorize the ACH, we refunded her the money plus overdraft fees incurred To prevent this from happening again, going forward, customers must fill out and sign an authorization form
We no longer accept verbal authorization We apologize for any inconvenience this may have caused the customer.
Sincerely,
Kayla H***
General Manager

Customer concerns are a Priority here at R F OHLYour filter will be ordered today and when received will be delivered and installed at NO CHARGE to youI regret the misunderstanding from our REPRESENTITIVE you spoke to regarding a free filter being included with this tune
up special and will make every effort to correct this Be aware that in the future there is an additional cost for the specific filter needed for your heating systemI hope this resolves your concerns with the service provided by R F OHL Thank you Angelo C*** Field Manager *** *** Road Lehighton, PA Phone: ###-###-#### Fax: ###-###-#### *** From: *** *** [mailto:***] Sent: Tuesday, November 29, 10:AM To: Angelo C*** Subject: Re: filter Hello Angelo, When I called to schedule the appointment for a tune up I specifically spoke to the individual about the filter for our system because I am aware it is a more expensive filter they assured me that was includedThe same as last years serviceThat being said I hired your company againIf we were aware there was an extra cost we would have replaced the filter ourselvesYou need to honor what we agreed uponWe have already contacted the Revdex.com on thisI am not the kind of person that would not pay for a service if it was completed as agreed upon but this is not complete This is really poor business on your partVery dissatisfied!!!!! We are waiting to hear from the Revdex.com and will be in contact*** Sent from my *** On Nov 29, 2016, at 10:AM, Angelo C*** wrote: Following up on your question about the filter costA standard one inch filter will be changed out if the customer has one on hand This tune up special does not include an aprilaire special order filter that your system is usingI can order this filter for you at a cost of $,with a lead time of business days for delivery Please let me know if you would like to order this item as special orders will need to be paid for in advance to process Thank you Angelo C*** Field Manager *** *** Road Lehighton, PA Phone: ###-###-#### Fax: ###-###-#### ***

Below is the service history RF Ohl has with [redacted]
On 5/12/2015 customer purchased a tune up special at 99.00 a
media and humidifier filter were also purchased , all of these are maint. Items
and are not covered under the equipment warrenty.
class="MsoNormal">On 5/27/2015  a system check was requested by [redacted] for malfunction and diagnosed by Roberto as a defective TXV valve ,part
was ordered and then installed. System was checked and operation was OK. No
charge  
On 6/9/15  service diagnosed a faulty contactor , Ivan
ordered the part and it was replaced , system checked OK  no charge.
On 7/21/15 Service diagnosed a factory defective TXV valve
part was ordered and replaced by Chris J. Refrigerant charge was checked and
system was tested for operation , OK  No charge.
On 1/15/2016  service diagnosed a faulty low stage
contactor .part was replaced and system was tested for operation Ok . 
On 1/19/16 service was again requested by [redacted] for
noise. Chris J noted that thru the years of operation the pad that the outdoor
compressor rests on was slightly un level and the compressor had frozen to the
composite pad.
The vibration was being transmitted through the copper
refrigeration lines into the indoor unit sounding louder than normal. These are
all non covered issues that are a result of normal seasonal changes to the pad
location out doors.

February 12, 2015
02/17/15
To Whom It May Concern:
In regards to the no phone call on February 9th, AR was never given the message to contact [redacted] about automatic payment. Since we are not sure who [redacted] spoke with that day, we have spoken with each team...

member to prevent this situation from happening again, As for the after-hours issue, the first call that came through to the on call Manager was at 6:57am. At which time the on call manager was driving into work so could not contact the customer back until arriving at the office around 730am. Due to the time of year and the inclement weather we have been experiencing, we do not promise deliveries, we make customer aware we are going to try to get to them today, when it comes to being out of product. The driver was able to make [redacted]'s delivery at 1:32pm on the 11th. We did contact our after-hours call center Wednesday morning in regards to not receiving the first call made by [redacted] at 4:06am. They told us they were experiencing technical difficulty and have since fixed their issue.Sincerely,
Kayla H
General Manager

February 12, 201502/17/15To Whom It May Concern:In regards to the no phone call on February 9th, AR was never given the message to contact [redacted] about automatic payment. Since we are not sure who [redacted] spoke with that day, we have spoken with each team member to prevent this situation...

from happening again, As for the after-hours issue, the first call that came through to the on call Manager was at 6:57am. At which time the on call manager was driving into work so could not contact the customer back until arriving at the office around 730am. Due to the time of year and the inclement weather we have been experiencing, we do not promise deliveries, we make customer aware we are going to try to get to them today, when it comes to being out of product. The driver was able to make [redacted]'s delivery at 1:32pm on the 11th. We did contact our after-hours call center Wednesday morning in regards to not receiving the first call made by [redacted] at 4:06am. They told us they were experiencing technical difficulty and have since fixed their issue.Sincerely,Kayla HGeneral Manager

Customer concerns are a Priority here at R F OHL. Your filter will be ordered today and when received will be delivered and installed at NO CHARGE to you.
125);">I regret the misunderstanding  from our   REPRESENTITIVE you spoke to regarding  a free filter being included with this tune up special and will make every effort to correct this . Be aware that in the future there is an additional cost for the specific   filter needed for your heating system. I hope this resolves your concerns with the service provided by R F OHL   Thank you     Angelo C[redacted] Field Manager [redacted] Road Lehighton, PA 18235 Phone:  ###-###-#### Fax:  ###-###-#### [redacted]   From: [redacted] [mailto:[redacted]] Sent: Tuesday, November 29, 2016 10:58 AMTo: Angelo C[redacted]Subject: Re: filter   Hello Angelo, When I called to schedule the appointment for a tune up I specifically spoke to the individual about the filter for our system because I am aware it is a more expensive filter they assured me that was included. The same as last years service. That being said I hired your company again. If we were aware there was an extra cost we would have replaced the filter ourselves. You need to honor what we agreed upon. We have already contacted the Revdex.com on this. I am not the kind of person that would not pay for a service if it was completed as agreed upon but this is not complete.  This is really poor business on your part. Very dissatisfied!!!!! We are waiting to hear from the Revdex.com and will be in contact. [redacted] Sent from my [redacted] On Nov 29, 2016, at 10:34 AM, Angelo C[redacted] <[redacted]> wrote: Following up on your question about the filter cost. A standard one inch filter will be changed out if the customer has one on hand . This tune up special does not include an aprilaire special order filter that your system is using. I can order this filter for you at a cost of $84.00 ,with a lead time of 4 business days for delivery Please let me know if you would like to order this item as special  orders will need to be paid for in advance to process.   Thank you   Angelo C[redacted] Field Manager <image001.png> [redacted] Road Lehighton, PA 18235 Phone:  ###-###-#### Fax:  ###-###-#### [redacted]

[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:
R.F. Ohl Inc. has continued to ignore my request on 1-15-16 for all of my service records for every visit they made to my residence. The unit is still operating at a high noise level when working on low heat level. Much quieter when running on high heat level. This was noticed after the Low Heat Contactor was installed and charged us $197.00. R.F. Ohl has failed to honor the extended warranty that was purchased for all parts & labor to this point. The response given by R.F. Ohl does "not" address all their service visits and it is quite evident that they do not want to correct the issue with the extensive noise of the heating unit when operating on low heat setting.
Regards,
[redacted]

Unfortunately, this is a case of he said/she said that is why when Mrs. [redacted] called and stated she did not authorize the ACH, we refunded her the money plus overdraft fees incurred.  To prevent this from happening again, going forward, customers must fill out and sign an authorization form....

 We no longer accept verbal authorization.  We apologize for any inconvenience this may have caused the customer. Sincerely,Kayla H[redacted]General Manager