S. Morantz, Inc.

I apologize for the lack of follow up by my teamI will look into how this happened and perform training to prevent in the futureI will have a full refund written up today.I hope you will give a chance if you need HVAC or plumbing service in the future

[A default
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRegards, *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I'm sorry for the delay this is the 1st that I'm seeing this complaint.I have forward to my supervisor for his feed back.will be back in touch once I speak with him

We are going to install a new A/C Condensing unit, Evaporator Coil and Thermostat.

since the customer sent this complaint we have been there and installed the solution per the service bulletin from the manufacturer. Our service manager and field supervisor also went to the call and confirmed that the equipment is running per the manufacturer specifications.  We also made a...

repair on the existing duct work which will increase the performance of the equipment. I spoke with the homeowner today and we are set to perform the maintenance on the heater next week and she also will receive a maintenance on her a/c next spring. I have also provided my cell phone number to the client if she needs anything in the future.

Mark [redacted] our service manager has spoken with the client. He reviewed how the process should take place and apologized that the process wasn't followed.He then used this opportunity to perform a coaching season with the technician so this doesn't happen in the future.We also refunded the customer her money for her inconvenience of the service call.

I apologize for the lack of response and delay to your needs. I have found out that we applied for the permit on March 3rd and received the permit on March 27th at 1:36pm. The permit number is [redacted]. Please let me know if you need anything else. Sincerely [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their response to the Revdex.com complaint was incomplete.  We have recieved an email from Mike S stating that in addition to the replacement parts for the airconditioner, Hutchinson is providing an additional 10 year warranty on labor in addition to parts. Absent of replacing the faulty system, the 10 year parts and labor warranty as well as the new equipment satisfies the complaint.
Regards,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because:  the resolution that was offered was incomplete.  They are offering 1 new coil.  Since the coil has previously been replaced 3 times, the fan twice, the capacitor board 3 times and the thermostat 3 times, we have asked to have extended warranty on the system.  This request was put in over a week ago and Hutchinsons employee and owner, Mark P and Mike S remain unresponsive to email and phone calls.Additionally, they have not started work to replace the faulty coil like they promised after surveying the situation.This business claims 100% customer satisfaction yet is satisfied with customers being without heat or air 2-3 times a year after a brand new system is purchased from Hutchinson.When they finally propose a resolution and respond to this complaint, they do not follow through our communicate.
Regards,
[redacted]

We certainly understand [redacted] concern if the system is not performing to his expectations and upon discussions with [redacted] our supervisor will inspect the  system this week.  Based upon the results of the scheduled inspection of the system we will work...

with [redacted] to ensure his system meets or exceeds required performance levels.

Complaint: [redacted]He never said anything about a heat exchanger nor did he write that down on my receipt. He did in fact take a wire out to disable my heater. In regards to what the company said he could have shut off the gas switch and in turn told me to use at my own risk. He told me my family would die if I used it!
I am rejecting this response because:
Regards,
[redacted]

Mr. [redacted],I have reviewed your service history to see if things could have been handled differently to reduce the number of trips to repair your heater.I see that the problem was a noise coming from your inducer motor on the heater. We ran to the vendor and picked up the motor because it is not on...

our standard truck stock and installed same day on 1/13.We then came back twice because the new assembly was making a noise. Each time we made adjustments to the assembly and the noise was fixed. We then came back on the 29th and installed a second inducer assembly and also recommended that you replace the pilot divert er which had been cut by others and that you should consider replacing the heater do to it's condition.I apologize for multiple visits but we used the proper parts from the manufacturer which were defective. I have spoken to the technicians and recommended that they should have replaced the new inducer on the next visit instead of trying to make it work.If you need anything please let us know.

We have visit the site with the manufacturer to diagnose the system and find out if there is anything that should be done to the system.We received the  manufacturer report from the site visit and will be contacting the customer to review their recommendations this week.

I apologize for the inconvenience that you are experiencing with our organization. I will be reviewing your account today and will respond as soon as I get up to speed on what has taken place.

[redacted],I was made aware of you service call and the phone conversation that you had with my dispatcher. She reviewed the initial call recording to make sure we quoted you properly about our Dispatch Fee plus any additional work we perform during the call, which she discussed with you on your...

follow up phone call. The technician replaced a burnt wire so he could further diagnose your system and provide choices on repairs. I agree he should have quoted that repair before making the fix. He than quoted you flat rate choices per his findings which includes parts and labor. At that time you declined the choices provided so he put everything back together.  The invoice for $202 included the dispatch fee plus a flat rate to diagnose and replace the burnt wire. I apologize if he was unprofessional on presenting your choices and the delay on responding to you.I will adjust the invoice to $79 because he didn't get prior approval on the 1st repair.

We sent our Service Manager to the location to inspect the unit.  He found an defective gas valve when he arrived.Another company said it had a cracked heat ex changer but we couldn't find one. We replaced the gas valve and ran the system to make sure everything else was ok.Customer has...

heat and we didn't charge for the gas valve or labor.

When the technician arrives they are trained on how to perform a proper heating inspection and they follow the same process on all calls. In the training they learn the area’s to look at on different manufactured equipment to make sure the heat exchanger has no leaks.  If you have a bad heat...

exchanger our policy is to shut down the unit to prevent CO from entering a home.  Of course, you the homeowner can turn it back on and assume the risks.I assure you we do not take
our customers Safety lightly. There are no scams but simply us doing our job
finding problems and keeping our customers safe. We know it is expensive to
upgrade and there is never a good time to find out that you are in need of
replacing the equipment. If you would like to discuss this important matter
further don’t hesitate to contact me. I would also like to send out my Service
Manager to check the heat exchanger. Please let me know your decision.