First off, let me say I’m a bit confused by this complaint in regard to the service performed on February 23rdThe customer contacted our office at approximately 6:pm, she stated she had a hydronic system with baseboard radiators and that the first floor was heating but the second floor was not, she also stated she could hear air noises on the second floorWe let her know that it sounded like air in the system and asked if she tried to bleed the radiators, she said she would and would call backShe called back and said she bled the radiators but still, had no heat on the second floor, we suggested that she may have a pressure issue and we agreed on having a technician come out the following morning, At approximately 10:pm our emergency on call technician received a call of no heat from the same customer and she wanted service that eveningShe agreed to the after hour rates and our technician arrived at approximately 11:pmThe technician diagnosed low water pressure and that the automatic water feeder was inoperativeHe proceeded to fill the boiler with a hose and brought the water pressure up to an acceptable level, he also noted the system had a leak and recommended that the system be replaced due to the age, condition and needed repairsHis actions were taken in the hope of restoring heat, we surmise that the system lost pressure due to the leak once againWe understand the dispute over paying after hour rates and still not having heat, but we cannot always guarantee results especially at such a late hourWe feel our technician did all he could do at that timeThe following morning we dispatched another technician to the customers home, he also explained to the customer that the system was in need of extensive repairs and or replacementHe contacted our office from the customers home and recommended an estimator be dispatchedWe contacted the customer and left several messages but never received a return callOur after hour technicians are paid overtime rates from the time they leave their homes, to the time they return home, Wo are open to discussing a concession on needed repairs or replacement to offset the customers expense of having to pay for after hour serviceWe always strive to do what is right for the customer
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
To whom it may concern, In response to the claim filed against our service department on 12-4-14, our technician was dispatched to the customers home for a booming noise at the hot water boilerTypically this situation is caused by delayed ignition of the gas burnersAnyone in the service business knows that this problem can be difficult at times to remedyOur technician took the necessary steps to attempt to rectify the problemAs noted on the service invoice, screws were missing from the burner manifold which was not aligned properly, he installed the screws, cleaned the burners off, and repeatedly cycled the boiler in an attempt to reproduce the delayed ignition, which he could not, To our concern is that the customer never contacted our office to notify us that the problem still persistAs far as we were concerned the problem was rectifiedIf he had contacted us, we would have dispatched a technician back to his home at no cost to the customer until the problem was rectified( We guarantee our work ) We are sorry the initial repair did not correct the problem, but we were never given the opportunity to returnWe also realize we are paid to fix problems and have been doing so for yearsWe feel the diagnostic fee of $and the labor charge of $ is justified, but are willing to refund some or all of this amount in order to settle this dispute in good faithWe ask that any effort on our part to settle this dispute is not seen as an admission of incompetence but a desire to come to a mutual resolutionSincerely, [redacted] President
First off, let me say I’m a bit confused by this complaint in regard to the service performed on February 23rdThe customer contacted our office at approximately 6:pm, she stated she had a hydronic system with baseboard radiators and that the first floor was heating but the second floor was not, she also stated she could hear air noises on the second floorWe let her know that it sounded like air in the system and asked if she tried to bleed the radiators, she said she would and would call backShe called back and said she bled the radiators but still, had no heat on the second floor, we suggested that she may have a pressure issue and we agreed on having a technician come out the following morning, At approximately 10:pm our emergency on call technician received a call of no heat from the same customer and she wanted service that eveningShe agreed to the after hour rates and our technician arrived at approximately 11:pmThe technician diagnosed low water pressure and that the automatic water feeder was inoperativeHe proceeded to fill the boiler with a hose and brought the water pressure up to an acceptable level, he also noted the system had a leak and recommended that the system be replaced due to the age, condition and needed repairsHis actions were taken in the hope of restoring heat, we surmise that the system lost pressure due to the leak once againWe understand the dispute over paying after hour rates and still not having heat, but we cannot always guarantee results especially at such a late hourWe feel our technician did all he could do at that timeThe following morning we dispatched another technician to the customers home, he also explained to the customer that the system was in need of extensive repairs and or replacementHe contacted our office from the customers home and recommended an estimator be dispatchedWe contacted the customer and left several messages but never received a return callOur after hour technicians are paid overtime rates from the time they leave their homes, to the time they return home, Wo are open to discussing a concession on needed repairs or replacement to offset the customers expense of having to pay for after hour serviceWe always strive to do what is right for the customer
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
To whom it may concern, In response to the claim filed against our service department on 12-4-14, our technician was dispatched to the customers home for a booming noise at the hot water boilerTypically this situation is caused by delayed ignition of the gas burnersAnyone in the service business knows that this problem can be difficult at times to remedyOur technician took the necessary steps to attempt to rectify the problemAs noted on the service invoice, screws were missing from the burner manifold which was not aligned properly, he installed the screws, cleaned the burners off, and repeatedly cycled the boiler in an attempt to reproduce the delayed ignition, which he could not, To our concern is that the customer never contacted our office to notify us that the problem still persistAs far as we were concerned the problem was rectifiedIf he had contacted us, we would have dispatched a technician back to his home at no cost to the customer until the problem was rectified( We guarantee our work ) We are sorry the initial repair did not correct the problem, but we were never given the opportunity to returnWe also realize we are paid to fix problems and have been doing so for yearsWe feel the diagnostic fee of $and the labor charge of $ is justified, but are willing to refund some or all of this amount in order to settle this dispute in good faithWe ask that any effort on our part to settle this dispute is not seen as an admission of incompetence but a desire to come to a mutual resolutionSincerely, [redacted] President