December 9, 2014Dear [redacted] :We are writing in response to the letter we received in regards to ID [redacted] Please note that on December 4, around 4pm, we tried to contact [redacted] to discuss this matter but were unsuccessful and had to leave a messageWe also tried to contact you as well on two occasions on December 8, 2014, at 10:am and again on December 9, at 11:am, both times were unsuccessful and we had to leave a message.On November 10, we received a phone call from [redacted] with regards to his oil furnace not workingAt that time [redacted] was informed that we would be able to send a technician over to his home and [redacted] was informed that it would cost $per hour plus materialsHe agreed and we dispatched a technician to his homeOur technician was unable to locate his home and had to contact [redacted] for directions it was at that time that [redacted] stated he didn’t need a technician as he was able to get his furnace workingOur technician asked [redacted] if he still wanted him to check out the furnace and [redacted] said that he was fine and didn’t need our servicesOur technician then proceeded onto his next service call [redacted] then contacted our office and said that he thought it was working but there still seems to be a problem and could we send over a technicianThe office said that they would and dispatched the technician againUpon arrival our technician found that the burner motor was bad, we didn’t have a new one in stock but we did have a used one [redacted] was informed that the only motor we had was a used one but that we would be able to get the furnace up and running and provide him with heatOur technician also informed [redacted] that the motor came with a day warranty.When [redacted] presented his check for payment he informed our technician that the check was from his father and that we should probably take care of it immediatelyWe processed his check immediately, [redacted] called our office later that day to ask about the check and then visited our office the next morning to question if the check had been processeddays later on November 25, 2014, [redacted] called our office and stated that his heater wouldn’t come oneOur office reminded him that the motor that was just installed would be covered under a warranty but not the labor, if the problem was actually with the motor but that it could be something else that caused the furnace not to work and that would not be covered under any warranty At that time [redacted] was informed that we were very busy and booked and that we wouldn’t be able to get to him until late in the dayWhen the technician was completed with his work and able to go to [redacted] ***'s, our office called [redacted] and asked if he still wanted our technician to check out his furnace but that if we did it would over time as it was very late in the day [redacted] said that he didn’t need our services as he got his furnace taken care ofWe said ok, thank youOn November 26, 2014, our office got a phone call from a guy who never left his name or phone number but just started ranting about his furnace and hung up, he never stated that he wanted us to check out his furnaceOur employee was able to identify his voice as he had spoken to him the day before [redacted] said that he only said that he didn’t need any service the day before because he didn’t want to pay any overtimeIf the motor was the problem again, [redacted] would have had his $which he paid for the used motor applied to the cost of a new motor [redacted] would still owe $for the cost of a new motor as a new motor costs $155.00, plus the labor for installationAccording to [redacted] ***'s complaint to you, he understood that only the motor was under warrantyHe also stated that his furnace went down two days later, but he failed to contact our office until days after the initial repairHe also states that he signed a contract with Rick’s Refrigeration & Heating, IncWe have not entered into any type of contract with [redacted] ***The only form that [redacted] signed was our invoice in which it states “I have the authority to order the above work and do so order as outlined above, it is agreed that the seller will retain title to any equipment or material furnished until final and completed payment is made, and if settlement is not made as agreed, the seller shall have the right to remove same and the seller will be held harmless for any damages resulting from removal thereof.” This does not stipulate a contractHopefully this clears up any misunderstandings that may have arisen after this service call.Sincerely,Kathleen R Office Manager
December 9, 2014Dear [redacted] :We are writing in response to the letter we received in regards to ID [redacted] Please note that on December 4, around 4pm, we tried to contact [redacted] to discuss this matter but were unsuccessful and had to leave a messageWe also tried to contact you as well on two occasions on December 8, 2014, at 10:am and again on December 9, at 11:am, both times were unsuccessful and we had to leave a message.On November 10, we received a phone call from [redacted] with regards to his oil furnace not workingAt that time [redacted] was informed that we would be able to send a technician over to his home and [redacted] was informed that it would cost $per hour plus materialsHe agreed and we dispatched a technician to his homeOur technician was unable to locate his home and had to contact [redacted] for directions it was at that time that [redacted] stated he didn’t need a technician as he was able to get his furnace workingOur technician asked [redacted] if he still wanted him to check out the furnace and [redacted] said that he was fine and didn’t need our servicesOur technician then proceeded onto his next service call [redacted] then contacted our office and said that he thought it was working but there still seems to be a problem and could we send over a technicianThe office said that they would and dispatched the technician againUpon arrival our technician found that the burner motor was bad, we didn’t have a new one in stock but we did have a used one [redacted] was informed that the only motor we had was a used one but that we would be able to get the furnace up and running and provide him with heatOur technician also informed [redacted] that the motor came with a day warranty.When [redacted] presented his check for payment he informed our technician that the check was from his father and that we should probably take care of it immediatelyWe processed his check immediately, [redacted] called our office later that day to ask about the check and then visited our office the next morning to question if the check had been processeddays later on November 25, 2014, [redacted] called our office and stated that his heater wouldn’t come oneOur office reminded him that the motor that was just installed would be covered under a warranty but not the labor, if the problem was actually with the motor but that it could be something else that caused the furnace not to work and that would not be covered under any warranty At that time [redacted] was informed that we were very busy and booked and that we wouldn’t be able to get to him until late in the dayWhen the technician was completed with his work and able to go to [redacted] ***'s, our office called [redacted] and asked if he still wanted our technician to check out his furnace but that if we did it would over time as it was very late in the day [redacted] said that he didn’t need our services as he got his furnace taken care ofWe said ok, thank youOn November 26, 2014, our office got a phone call from a guy who never left his name or phone number but just started ranting about his furnace and hung up, he never stated that he wanted us to check out his furnaceOur employee was able to identify his voice as he had spoken to him the day before [redacted] said that he only said that he didn’t need any service the day before because he didn’t want to pay any overtimeIf the motor was the problem again, [redacted] would have had his $which he paid for the used motor applied to the cost of a new motor [redacted] would still owe $for the cost of a new motor as a new motor costs $155.00, plus the labor for installationAccording to [redacted] ***'s complaint to you, he understood that only the motor was under warrantyHe also stated that his furnace went down two days later, but he failed to contact our office until days after the initial repairHe also states that he signed a contract with Rick’s Refrigeration & Heating, IncWe have not entered into any type of contract with [redacted] ***The only form that [redacted] signed was our invoice in which it states “I have the authority to order the above work and do so order as outlined above, it is agreed that the seller will retain title to any equipment or material furnished until final and completed payment is made, and if settlement is not made as agreed, the seller shall have the right to remove same and the seller will be held harmless for any damages resulting from removal thereof.” This does not stipulate a contractHopefully this clears up any misunderstandings that may have arisen after this service call.Sincerely,Kathleen R Office Manager