Siggins Oil Company

May 12, 2017This letter is written in response to your letter dated May 5, 2017. Listed below are the actual details of this reported complaint #[redacted].11/23/16: Our service technician responded to a No leat" call. Upon examination he discovered many low voltage wires were disconnected at the oil...

fired furnace. These low voltage wires connect the outdoor heat pump unit to the oil furnace and heat pump thermostat. We were not Certain who disconnected all of these wires. The son that let us in to repair the unit could not tell us who disconnected the systems. He offered very little information to our service technician. At this point, our technician radioed our office to explain this situation and to ask how to proceed. It was decided that we would replace the faulty primary control on the oil fired furnace and install a new thermostat programmed to display heat only to get the customer's home warm as quickly as possible. (The original thermostat was a heat pump thermostat.) We left the original thermostat at the furnace for the Customer. In addition, we did not want to reconnect the existing heat pump wires not knowing what the prior contractor diagnosed since the system was left in this unworkable state.This customer does not have a service contract with our company; therefore, a service call is billable. This call resulted in a billing of S317.55 to restore heat with the oil furnace.At a later date it was admitted to us by our customer that another contractor had indeed been there and worked on this system prior to our November service visit. We again suggested that they call the prior Contractor to reconnect the wires for the heat pump. The customer was going to Contact the originial contractor.We received a return call from our customer telling us that he wanted us to come out and program the thermostat for cooling. Again we explained that we can do that; however, it will not work until the original contractor rewired the heat pump they had disassembled. This phone call occurred on a Friday and we told him we would come out Monday to program the thermostat. When we phoned him on Monday to confirm the appointment the Customer said he wanted us to come out and restore the heat pump to working condition, program the thermostat and mot invoice him. We explained we did not create this wiring problem, we rectified his heating problem in November like we were asked to do and now he wants us to return, program a thermostat for air conditioning which will not work until the unit is rewired. We were willing to program the thermostat for air conditioning but that is all.In addition to this problem, the customer has not paid another invoice we assume as a protest to this situation. That invoice is for fuel oil which he received om an automatic fuel delivery basis.I hope this clarifies our position as an hwac contractor providing service to our Customers since 1964.