On Thursday, January 28, our company
received a call from the customer asking for a price on replacing her
unit. The customer informed us that she
had hired a different company, *** ***, who went out to her home and
they had red tagged, shut off and condemned her
existing boiler.
We sent one of our techs out who informed
the customer that the unit needed to be cleaned and adjusted. With the customer’s approval, our tech
performed that service and turned the unit back on.
On Saturday, January 30, the
customer complained of the heater not working.
We sent our on-call tech who advised the customer that there was an
electrical problem with the heater. He unplugged
the heater and plugged it back in. [Customer
refused to pay for this service call]
On February 1, a tech went out to
the customer’s home and told the customer that the electrical problem was
related to the control board was no good.
The control board is the electrical unit[At no charge]
The initial job is warrantied (the
cleaning/adjustment) for a period of time, however the second call/problem is NOT under warranty
because the problem that occurred after the cleaning on January was related
to the control board/electrical unit, not the cleaning /adjustment
On or about February 2, we
contacted the customer and informed her that we did not have a used control
board for her unit and could not locate one for her. At that time, the customer was given the price
for the part and labor and a time was scheduled
It wasn’t until the next day (February
3) when our tech went out to complete the service call and the customer
cancelled
It should be noted that, in this customer’s
complaint, the customer fails to state that she called us out to her residence
because her unit was red tagged and condemned by a separate plumbing company. We went out as an honest company and told the
customer her unit just needed to be cleaned, not replaced. We are a fair company and continue to be fair
and cannot do work for free.
The unit was in operation and is
still in operation without the control board being replaced. If the unit goes out, the customer simply
needs to unplugged and re-plugged in until she can hire a company to replace
the control board
After doing all this work getting
the unit back up, we would expect a “Thank you” letter, not an insult letter
One
of our Technicians were sent
out for a service call because the Homeowner's
carbon monoxide ("CO") detector went off.
The Tech did a test for the existing heating system and it came up with
levels of CO coming out of the casing. These
were levels that as a Company, we were uncomfortable with. The Homeowner was advised at that time that the
he could attempt to take the unit out and clean it or he could replace itThe
unit was never turned off. The unit was
left in a running condition because the CO levels that we tested were a concern
of ours, but were not levels to condemn the unit.
As
a Company when it comes to CO or any other safety issues, we make the decision
on whether a unit should be condemned or left on. In this instance, we made the decision to
leave the unit on, because the CO levels coming off the unit were not at a
level we felt were a threat to the customer.
We
are a Company that stands behind its work and we don't negotiate safety and we
don't negotiate pricing.
We
will gladly refund the service call.
Complaint: [redacted]
I am rejecting this response because: no offer was made other than "we would expect a thank you letter not an insult letter" as was stated in their recent response. I also reject this because the response was not signed and I do not know who I am dealing with. Their response contained many statements that were outright lies. And to add insult to injury, I just received a bill from Capital Plumbing for $398.59 which I paid on the same day as service using my [redacted] credit card. This payment was processed on 2-01-2016. The plumbing company does it know it's right hand from the left.I am willing to request a different offer if the company wishes to resolve this. That offer would be for them to send out their employee named Carlos who cleaned the system and took my payment. There will be no charge to me for this visit and he will install a new Honeywell Aquastat relay which I will purchase. After this is completed successfully, I will consider the issue resolved.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
On Thursday, January 28, our company
received a call from the customer asking for a price on replacing her
unit. The customer informed us that she
had hired a different company, *** ***, who went out to her home and
they had red tagged, shut off and condemned her
existing boiler.
We sent one of our techs out who informed
the customer that the unit needed to be cleaned and adjusted. With the customer’s approval, our tech
performed that service and turned the unit back on.
On Saturday, January 30, the
customer complained of the heater not working.
We sent our on-call tech who advised the customer that there was an
electrical problem with the heater. He unplugged
the heater and plugged it back in. [Customer
refused to pay for this service call]
On February 1, a tech went out to
the customer’s home and told the customer that the electrical problem was
related to the control board was no good.
The control board is the electrical unit[At no charge]
The initial job is warrantied (the
cleaning/adjustment) for a period of time, however the second call/problem is NOT under warranty
because the problem that occurred after the cleaning on January was related
to the control board/electrical unit, not the cleaning /adjustment
On or about February 2, we
contacted the customer and informed her that we did not have a used control
board for her unit and could not locate one for her. At that time, the customer was given the price
for the part and labor and a time was scheduled
It wasn’t until the next day (February
3) when our tech went out to complete the service call and the customer
cancelled
It should be noted that, in this customer’s
complaint, the customer fails to state that she called us out to her residence
because her unit was red tagged and condemned by a separate plumbing company. We went out as an honest company and told the
customer her unit just needed to be cleaned, not replaced. We are a fair company and continue to be fair
and cannot do work for free.
The unit was in operation and is
still in operation without the control board being replaced. If the unit goes out, the customer simply
needs to unplugged and re-plugged in until she can hire a company to replace
the control board
After doing all this work getting
the unit back up, we would expect a “Thank you” letter, not an insult letter
One
of our Technicians were sent
out for a service call because the Homeowner's
carbon monoxide ("CO") detector went off.
The Tech did a test for the existing heating system and it came up with
levels of CO coming out of the casing. These
were levels that as a Company, we were uncomfortable with. The Homeowner was advised at that time that the
he could attempt to take the unit out and clean it or he could replace itThe
unit was never turned off. The unit was
left in a running condition because the CO levels that we tested were a concern
of ours, but were not levels to condemn the unit.
As
a Company when it comes to CO or any other safety issues, we make the decision
on whether a unit should be condemned or left on. In this instance, we made the decision to
leave the unit on, because the CO levels coming off the unit were not at a
level we felt were a threat to the customer.
We
are a Company that stands behind its work and we don't negotiate safety and we
don't negotiate pricing.
We
will gladly refund the service call.
Complaint: [redacted]
I am rejecting this response because: no offer was made other than "we would expect a thank you letter not an insult letter" as was stated in their recent response. I also reject this because the response was not signed and I do not know who I am dealing with. Their response contained many statements that were outright lies. And to add insult to injury, I just received a bill from Capital Plumbing for $398.59 which I paid on the same day as service using my [redacted] credit card. This payment was processed on 2-01-2016. The plumbing company does it know it's right hand from the left.I am willing to request a different offer if the company wishes to resolve this. That offer would be for them to send out their employee named Carlos who cleaned the system and took my payment. There will be no charge to me for this visit and he will install a new Honeywell Aquastat relay which I will purchase. After this is completed successfully, I will consider the issue resolved.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]