Rick Gilbert Geothermal Specialists, LLC

July 6, 2017Dear *** ***I am writing this in regards to a complaint filed against Rick Gilbert Geothermal Specialists, LLC, Please note that the services provided to this customer was provided at a non-customer rate to Rick Gilbert Geothermal SpecialsistsThe non-customer standing is due
to the fact that we did not install this system, but was asked by the customer to service and/or repair the unit.Our company was called by the customer due to not having heatThe technician went out on 1/12/and found that the unit was locked out on low water temperature due to a faulty FPsensorOur technician replaced the sensor and checked the function of the unitAt that time the unit was working and everything checked out ok.The customer then called on Saturday, 2/4/He was informed that this call was going to be an emergency rate due to it being a SaturdayAt the customer's request, our technician checked the unit, and found that the no heat was due to sludge build Lip causing restrictionHe opened the valves more to clear the sludgeChecked all operations, and everything was in working condition.Our invoicing states that the travel time is included in labor hoursThe travel time for the l/12/l visit was from the office to the customer and back (approximately min each way)The travel for 2/4/was from the on-call technician's current location and back (approximately minutes each way)The customer was billed accordingly for travel and labortimeThe time spent each day differed due to different issucs that was corrected and the travel time for the emergency call was not from the office since this was an emergency (after-hours/weekend) call.We do the best quality of work in our industry and stand behind all of our work 100%If there is any other information that our office can provide or if you have any additional questions or concerns, please contact us.Thank you,Rick Gilbert, Owner Rick Gilbert Geothermal Specialists

July 6, 2017Dear [redacted]I am writing this in regards to a complaint filed against Rick Gilbert Geothermal Specialists, LLC, Please note that the services provided to this customer was provided at a non-customer rate to Rick Gilbert Geothermal Specialsists. The non-customer standing is due...

to the fact that we did not install this system, but was asked by the customer to service and/or repair the unit.Our company was called by the customer due to not having heat. The technician went out on 1/12/17 and found that the unit was locked out on low water temperature due to a faulty FP1 sensor. Our technician replaced the sensor and checked the function of the unit. At that time the unit was working and everything checked out ok.The customer then called on Saturday, 2/4/17. He was informed that this call was going to be an emergency rate due to it being a Saturday. At the customer's request, our technician checked the unit, and found that the no heat was due to sludge build Lip causing restriction. He opened the valves more to clear the sludge. Checked all operations, and everything was in working condition.Our invoicing states that the travel time is included in labor hours. The travel time for the l/12/l 7 visit was from the office to the customer and back (approximately 45 min each way). The travel for 2/4/17 was from the on-call technician's current location and back (approximately 70 minutes each way). The customer was billed accordingly for travel and labortime. The time spent each day differed due to different issucs that was corrected and the travel time for the emergency call was not from the office since this was an emergency (after-hours/weekend) call.We do the best quality of work in our industry and stand behind all of our work 100%If there is any other information that our office can provide or if you have any additional questions or concerns, please contact us.Thank you,Rick Gilbert, Owner Rick Gilbert Geothermal Specialists