Ruffalo Heating, Cooling and Hydronics, LLC

On Nov 20th  around 4pm, [redacted] contacted me via Facebook message. Which was not out of the ordinary for her.her and her husband were longtime customers of ours.they used me even before I started the business. Anyways she stated that they were having problems with the furnace and...

her,her husband and a friend were up all night trying to get the furnace to work.the friend said it was the main high limit temperature control. Because he said it sounds like something loose inside it.he is not a hvac technician just a maintenance man.which is fine. So she told e he stole a high limit from his work to get them through the night. But it was a 140-20 and the furnace called for a 150-20. Still not getting it to work correctly they changed the thermostat and the wire from thermostat to the furnace. I stated that it probably is going to keep happening and you should have a hvac technician look at it.told them there has to be a reason that the high limit keeps going off.so they decided to have me come out. I checked over the furnace couldn't find anything right away that would cause this to keep shutting furnace down.so I removed the air conditioning coil from sheet metal plenum above furnace so I could get a god view of heatexchanger. I found a couple hairline cracks in the heatexchanger and showed both [redacted] and her husband. At this time I told them this is the problem and they need to replace the furnace or the heatexchanger. Also being an honest hvac technician I told them furnace is only 8 years old or so the heatexchanger should still be under factory warranty thru tempstar.but they would have to cover labor. Being late now almost 10 pm I told them I would find out tomorrow about warranty when I can call tempstar to confirm warranty coverage. They sad ok.they in the mean time were going to try and get the correct main high limit online and I would check my shop for one.didnt charge them anything at this time.so next day I confirmed warranty coverage and that I didn't have correct limit. I told [redacted] that it is covered for the heatexchanger and They would have to cover labor. Told her it would be almost a all day job. Because I had to remove old heatexchanger and drive to new Berlin to exchange it. If I didn't bring old one I would have to pay for it .I told them it would be a time and material job,taking 6 to 8 hours at our normal labor rate, or if they want to ay 450 cash it would be fine.so she scheduled it.so I get there and remove old heatexchanger and drive to new Berlin to exchange it bring new one back and installed it. She then asked if I got high limit. I honestly forgot about it because I was under assumption that she was getting it online. So I asked my supplier about it they said at least a week out. [redacted] then aid she ould fine it. I started unit up and while it was running I stated that it sounded loud.so then I checked a few things and found gas pressure was high.so I lowered it to 3.0 inches of water collum.watched unit run for awhile all seemed fine. I wrote invoice collected 450 dollars and went on my way.next morning I get a call from her saying furnacewas out .I told here I will get there when I have a chance today after I was done with the job I was already on. So I get to the house sometime after 430 pm. I had to make a few calls and send some emails before I went in so I did this in the work van.when I went in I found the140-20 limit was out.so I ony had a 190-20 or195-20 with me so I put that in and got unit running. Again checked over the unit couldn't find anything wrong.  So I checked gas pressure was still at 3.0. Husbad says to me it don' sound as loud now. I told him I think our ears are playing tricks on us. Told him I will call tech support in morning and furnace is running and that the higher temperature limit is working it will just shut down at 195 degrees instead of 150. So next day comes I get a bad review on Facebook from [redacted] saying im incompetent of working on furnaces or something like that. I then texted [redacted] asking wht that was about and said I thought I was going to call tech support and get this figured out. She sends a text back saying something about they called another company and I put them in danger by putting in higher temp limit and she had to get a new furnace. She wanted me to pay 4000 dollars and the 450 back or she would have the other 5 people from other company along with the Revdex.com lawyrs meet me in court.so I didn't respond. I did nothing that I would not have done in my own home. Furnace still had the safety device intact and only would have shut done at a higher temp then before. I didn't bypass any safety device I would not have left with furnace running if it wasn't safe.I have much more to say if anyone from Revdex.com would like to call me. I do have all the text messages and Facebook message if anyone needs them.I feel she is trying to pull a fast one because other company told her some story about needing a new furnace when in reality she didn't need one.

The customer was told during her visit they were sorry, Store was very busy and they had not seen the incident and the other patron was no longer at the store.  We try our best to follow all of the ADA requirements, however we do not have control over rude customers.  We followed up...

with a letter of apology on Oct 5, 2017.   We thanked her for taking the time to give her feedback.