Mr***,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 heaterWe 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 noiseEach time we made adjustments to the assembly and the noise was fixedWe 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 defectiveI 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 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 oneWe 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
Complaint: [redacted] He never said anything about a heat exchanger nor did he write that down on my receiptHe did in fact take a wire out to disable my heaterIn regards to what the company said he could have shut off the gas switch and in turn told me to use at my own riskHe told me my family would die if I used it! I am rejecting this response because: Regards, [redacted]
since the customer sent this complaint we have been there and installed the solution per the service bulletin from the manufacturerOur 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 equipmentI 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 springI have also provided my cell phone number to the client if she needs anything 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 [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 year warranty on labor in addition to partsAbsent of replacing the faulty system, the year parts and labor warranty as well as the new equipment satisfies the complaint Regards, [redacted] ***
Mr***,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 heaterWe 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 noiseEach time we made adjustments to the assembly and the noise was fixedWe 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 defectiveI 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 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 oneWe 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
Complaint: [redacted] He never said anything about a heat exchanger nor did he write that down on my receiptHe did in fact take a wire out to disable my heaterIn regards to what the company said he could have shut off the gas switch and in turn told me to use at my own riskHe told me my family would die if I used it! I am rejecting this response because: Regards, [redacted]
since the customer sent this complaint we have been there and installed the solution per the service bulletin from the manufacturerOur 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 equipmentI 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 springI have also provided my cell phone number to the client if she needs anything 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 [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 year warranty on labor in addition to partsAbsent of replacing the faulty system, the year parts and labor warranty as well as the new equipment satisfies the complaint Regards, [redacted] ***