Initial Business Response /* (1000, 5, 2017/06/13) */
Timeline of Events:
Oct. 30th - We received an afterhours service call for "no hot water" from the Customer and dispatched a technician. The Customer mentioned to the technician that he did not have a chimney cap on the chimney and water...
was dripping on the control which probably shorted it out. Upon inspection, the technician determined that a new control was required.
Oct 31st - The technician tried to source the control board through various wholesalers but was unable to do so in an effort to aid the Customer, the technician found a used one at the shop to use until a new one could be found. However, the used one would not work so the office then ordered one from a wholesaler in [redacted] to have it shipped in as soon as possible. I spoke with the Customer at the end of the day, Oct. 31st, advising that the part, an Amtrol boiler control, is not a part the technicians carry regularly on the service vans and the wholesaler's were closed at that time. I advised the Customer that I would speak to the technician in the morning and find out what part it was and where we might be able to source it. The Customer was belligerent and rude saying I was no help to him and that my apology meant nothing since he felt I didn't mean it. I ended the call advising that I would get back to him by 10am the following morning after we've had an opportunity to call around to different wholesalers to try to source the part.
Nov 1st - We received a service call for "no heat" and dispatched the service technician. Because the indirect water heater has priority to make hot water, the technician had to bypass the water heater to give the building heat.
Nov 02nd - The ordered "control board" was supposed to arrive overnight from the wholesaler in [redacted] but it did not. Customer was insistent that we provide the part immediately as he was not going without hot water. We happened to have one of our salesmen in the [redacted] area so in an effort to appease the Customer, arrangements were made to have him pick up the part; return to [redacted] and meet with the technician to the control board could be installed.
The salesman arrived in [redacted] at approximately 8PM that evening and met up with the technicians so the part could be installed. Technicians arrived at the Customer's home at approximately 9PM. The temporary bypass was disconnected and the new control was wired up, however it came up immediately with an "error 2" - indicating it could not sense hot water. The sensor was pulled out and was rusted off and dripping water. It was determined then that the well in the indirect water heater was leaking. As the Boiler Mate is approximately 18 years old it was determined that the boiler was leaking inside itself and required replacing. It was determined that it was in the best interest of the Customer to replace the unit with a Smart 40 indirect water heater as parts are more readily available. In the interim, the new control board was left wired to give the Customer hot water. The technicians stayed on site to ensure the system was up and running before they left the home. Time and resources were set aside for the next day to do the emergency replacement of the indirect water heater and a quote for the installation was given to the Customer. I had not heard back from the Customer until Nov. 09th that he had the unit replaced on Nov. 08th by the company who installed the original indirect water heater.
However, we could appreciate, and recognized, the Customer's frustration during this ordeal so we offered a goodwill compensation of two hours labour; which was processed on his account on Jan. 03, 2017.
This was our email response to the Customer regarding the return of the control:
"Thank you for providing the invoice from Accent Plumbing. I have reviewed the issue and can find no fault of our technicians. They identified the issue of not being able to just replace the part such that the water heater itself required replacement. The replacement part was sourced and the repairs were scheduled. Ultimately, the part could only be set up temporarily to provide you with heat/hot water until arrangements were made to install a replacement water heater. I appreciate your comment that we didn't "fix" the problem but we took the same action as Accent Plumbing did. I understand they didn't use the same part; whether or not they realized it was on site; and instead chose another option. Regardless, the replacement part was left on site for future use. However, in the interest of customer service, we are prepared to waive two hours of the labour costs on Service Invoice #[redacted] which would be $[redacted] x 2 for a total of $[redacted] plus tax; but the part is not returnable and will be billed."
We feel that we went above and beyond in trying to resolve the service issue for the Custtmer and provided the part as requested. In the end, the Customer chose to bring in the original installers, who were able to provide the new water heater under warranty; and opted not to use the part he insisted we provide. The part can be used with his existing indirect water heater and due to the issues we encountered in trying to find the replacement control box, it would seem that it would be in the best interest of the Customer to retain the part for future use. Having said that, as before, our goal is to resolve any customer issue to our mutual satisfaction so we would entertain a reduction in the cost of the part, but as stated, we are not prepared, nor can we return the part to the wholesaler.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you very much for the response.
I would also like to resolve this matter and move forward.
I would like to return the part, which I do not have any use for. I also know that I will never have any use for this part because the new water heater I had installed does not have the same control unit. It is absolutely of no use to me.
I am also open to a significant reduction in the cost of the part.
I would like to remain a loyal customer to this company as I still purchase all my heating oil from them and I would like to continue to use them for my servicing issues.
I look forward to your reply to have this issue resolved.
Final Consumer Response /* (4[redacted], 11, 2017/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the good will gesture of reducing the cost of the part by [redacted]. It is very much appreciated. Ideally, I would like the part returned and a credit for the full amount but it does not look like the company is willing to return it. I do very much want this issue resolved and I am willing to work with the company to come up with a fair and mutually agreeable solution. I will agree with a [redacted] credit toward the cost of the part. I also do not have any use for the part and the company is welcome to have it back. I am even willing to drop it off at their office.
I believe that this way we can put this issue behind us and I will continue to do business with this company, which I am totally happy with other than with this issue.
Final Business Response /* (4000, 14, 2017/06/22) */
Unfortunately, we are unable to accept the control back as we did not purchase the control; we only picked it up on behalf of our contractor so we could expedite the required repairs for the customer. As stated, we will offer a goodwill credit of $[redacted]; on top of the $[redacted] already provided and feel we have been very fair in our offer.
Initial Business Response /* (1000, 5, 2017/06/13) */
Timeline of Events:
Oct. 30th - We received an afterhours service call for "no hot water" from the Customer and dispatched a technician. The Customer mentioned to the technician that he did not have a chimney cap on the chimney and water...
was dripping on the control which probably shorted it out. Upon inspection, the technician determined that a new control was required.
Oct 31st - The technician tried to source the control board through various wholesalers but was unable to do so in an effort to aid the Customer, the technician found a used one at the shop to use until a new one could be found. However, the used one would not work so the office then ordered one from a wholesaler in [redacted] to have it shipped in as soon as possible. I spoke with the Customer at the end of the day, Oct. 31st, advising that the part, an Amtrol boiler control, is not a part the technicians carry regularly on the service vans and the wholesaler's were closed at that time. I advised the Customer that I would speak to the technician in the morning and find out what part it was and where we might be able to source it. The Customer was belligerent and rude saying I was no help to him and that my apology meant nothing since he felt I didn't mean it. I ended the call advising that I would get back to him by 10am the following morning after we've had an opportunity to call around to different wholesalers to try to source the part.
Nov 1st - We received a service call for "no heat" and dispatched the service technician. Because the indirect water heater has priority to make hot water, the technician had to bypass the water heater to give the building heat.
Nov 02nd - The ordered "control board" was supposed to arrive overnight from the wholesaler in [redacted] but it did not. Customer was insistent that we provide the part immediately as he was not going without hot water. We happened to have one of our salesmen in the [redacted] area so in an effort to appease the Customer, arrangements were made to have him pick up the part; return to [redacted] and meet with the technician to the control board could be installed.
The salesman arrived in [redacted] at approximately 8PM that evening and met up with the technicians so the part could be installed. Technicians arrived at the Customer's home at approximately 9PM. The temporary bypass was disconnected and the new control was wired up, however it came up immediately with an "error 2" - indicating it could not sense hot water. The sensor was pulled out and was rusted off and dripping water. It was determined then that the well in the indirect water heater was leaking. As the Boiler Mate is approximately 18 years old it was determined that the boiler was leaking inside itself and required replacing. It was determined that it was in the best interest of the Customer to replace the unit with a Smart 40 indirect water heater as parts are more readily available. In the interim, the new control board was left wired to give the Customer hot water. The technicians stayed on site to ensure the system was up and running before they left the home. Time and resources were set aside for the next day to do the emergency replacement of the indirect water heater and a quote for the installation was given to the Customer. I had not heard back from the Customer until Nov. 09th that he had the unit replaced on Nov. 08th by the company who installed the original indirect water heater.
However, we could appreciate, and recognized, the Customer's frustration during this ordeal so we offered a goodwill compensation of two hours labour; which was processed on his account on Jan. 03, 2017.
This was our email response to the Customer regarding the return of the control:
"Thank you for providing the invoice from Accent Plumbing. I have reviewed the issue and can find no fault of our technicians. They identified the issue of not being able to just replace the part such that the water heater itself required replacement. The replacement part was sourced and the repairs were scheduled. Ultimately, the part could only be set up temporarily to provide you with heat/hot water until arrangements were made to install a replacement water heater. I appreciate your comment that we didn't "fix" the problem but we took the same action as Accent Plumbing did. I understand they didn't use the same part; whether or not they realized it was on site; and instead chose another option. Regardless, the replacement part was left on site for future use. However, in the interest of customer service, we are prepared to waive two hours of the labour costs on Service Invoice #[redacted] which would be $[redacted] x 2 for a total of $[redacted] plus tax; but the part is not returnable and will be billed."
We feel that we went above and beyond in trying to resolve the service issue for the Custtmer and provided the part as requested. In the end, the Customer chose to bring in the original installers, who were able to provide the new water heater under warranty; and opted not to use the part he insisted we provide. The part can be used with his existing indirect water heater and due to the issues we encountered in trying to find the replacement control box, it would seem that it would be in the best interest of the Customer to retain the part for future use. Having said that, as before, our goal is to resolve any customer issue to our mutual satisfaction so we would entertain a reduction in the cost of the part, but as stated, we are not prepared, nor can we return the part to the wholesaler.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you very much for the response.
I would also like to resolve this matter and move forward.
I would like to return the part, which I do not have any use for. I also know that I will never have any use for this part because the new water heater I had installed does not have the same control unit. It is absolutely of no use to me.
I am also open to a significant reduction in the cost of the part.
I would like to remain a loyal customer to this company as I still purchase all my heating oil from them and I would like to continue to use them for my servicing issues.
I look forward to your reply to have this issue resolved.
Final Consumer Response /* (4[redacted], 11, 2017/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the good will gesture of reducing the cost of the part by [redacted]. It is very much appreciated. Ideally, I would like the part returned and a credit for the full amount but it does not look like the company is willing to return it. I do very much want this issue resolved and I am willing to work with the company to come up with a fair and mutually agreeable solution. I will agree with a [redacted] credit toward the cost of the part. I also do not have any use for the part and the company is welcome to have it back. I am even willing to drop it off at their office.
I believe that this way we can put this issue behind us and I will continue to do business with this company, which I am totally happy with other than with this issue.
Final Business Response /* (4000, 14, 2017/06/22) */
Unfortunately, we are unable to accept the control back as we did not purchase the control; we only picked it up on behalf of our contractor so we could expedite the required repairs for the customer. As stated, we will offer a goodwill credit of $[redacted]; on top of the $[redacted] already provided and feel we have been very fair in our offer.