Stanley W. Cooper, Inc.

Dear Cynthia,
This is in response to the letter we received about *** *** dated April 01, We installed two (2) WaterFurnace geothermal heat pump systems for *** *** of *** ***The job was completed on or about June Attached please find a copy of the
proposal, time line of service calls, maintenance requirements, warranty listed in the Owner's Manual, and a copy of the Maintenance AgreementThe proposal states one (1) year labor and five (5) year WaterFurnace parts warrantyWe honored the labor and factory warranty well past the terms of the agreementWe replaced a defective coil in the sixth (6th) year and credited a $invoice for the diagnostics, one that Mr*** said he paid? After we replaced the coil we informed Mr*** he needed to preform regular maintenance as outlined in the Owner's manualWe offered him a Service Agreement and informed him that items not covered in the agreement would be billableIn conclusion, we are sorry Mr*** is not happy with his WaterFurnace geothermal heat pump systemWe honored the warranty well past the term of the contractGeothermal heat pumps, especially open loop systems, require regular maintenanceIf you look at the history, there is no record of anyone performing regular serviceOur offer still standsIf Mr*** purchases a Service Agreement, we would be happy to continue servicing him.Sincerely,
Stanley WC***, JRPresident

Positive experience, happy endingThis was not what we would consider an emergency service call, but perhaps some folks would call this an emergency, we don't knowThe problem was that we woke up this morning to discover we had no hot waterAfter determining that the gas was on but the pilot was not lit, and our attempts to re-light the pilot failed, we made a bunch of calls to local plumbers, most if not all we would like to think were reputable and competentSome calls rang "forever", while others went right to voicemailThese outfits were probably single propriatorships with lower overhead/prices Stanley WCooper was the first to promptly and politely answer the phoneI was efficiently referred to their service manager who was also polite and helpfulI was given an ETA between 2:PM and 4:PMThe technician was very much on time (actually arrived about 1:PM) and quickly determined the cause of the troubleAfter a few minutes delay while the service manager tracked down a replacement part, the tech ran to the supply depot to secure the replacement partOnce the tech picked up the new part and arrived back at the job site, the water heater was quickly restored to serviceEveryone at the Cooper's office was polite and so was the technician on the job site here in Warminster PA

We had a new boiler installed Every person we encountered, from the person to come to my home to give us the estimate for the job to the technicians, were skilled, friendly, honest, and professional

Dear Cynthia,
This is in response to the letter we received about [redacted] dated April 20, 2015. We are sorry Mr. [redacted] is not happy with his WaterFurnace system. As we stated before, we honored the warranty well past the manufacturer warranty. We have not serviced these units since June of 2013. The units were running properly when we left. We have no records or control over what services [redacted] Geothermal provided.
Our offer still stands. If Mr. [redacted] purchases a Service Agreement, we would be happy to continue servicing him.
Sincerely,
Stanley W. C[redacted] JR.
President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: you did not honor the warranty. You kept putting 410 freon into the units every year until warranty ran out, then you started charging me for the 410 freon. 
Regards,
[redacted]

Review: An InstaHot delievery system failed, I obtained a replacement part from the distributor, and requested Stanley Cooper to instal it.

The new delivery system did not function, and I ordered a new one. I was billed by Stanley Cooper for the installation attempt.

This occurred two more times, each with failed function and a billing. All billings were paid to Cooper. When the 4th delivery system arrive, all without charge from the supplier, [redacted], I called another plumbler. He determined that the previous installations were incorrect, made the changes, resulting in successful operation of the sysem. I explained this to ** Cooper and arranged for my new plumber to speak with him. I have had a contract with ** Cooper for several years, yet he will not return my payments for faulty service.Desired Settlement: I want ** Cooper to send me a refund check for his failed services.

Business

Response:

December 11, 2013

Dear **. [redacted]:

This is in response to your letter dated December 02, 2103. **. [redacted] has been a valued customer since 2003 and we hope we can continue the relationship.

Attached are the two (2) Service Invoices in question, marked as Exhibit 1 (invoices [redacted] and [redacted] totaling $ 382.00) with a summary of work stated belowr:

Invoice [redacted]

On September 19th we were out to replace his instant hot water dispenser that **. [redacted] ordered under warranty from [redacted]. After the new unit was installed, the water was leaking at the tap and was told the part was defective. **. [redacted] paid us for the services rendered and ordered another part from [redacted]. Please Note the invoice was checked not complete and signed by the owner.

Invoice [redacted]

On October 02, 2013 we installed the replacement [redacted] part, while we were there we repaired the powder room toilet. Note the invoice was checked completed and signed by the owner.

On October 31, 2013,1 received an email from **. [redacted] , marked as Exhibit 2. I responded to **. [redacted] that I valued his business and want to do the right thing, but I would like a little more information so I can make an informed decision. I asked him to send me the Invoice from the other plumber, marked as Exhibit 3, Note some of the items were blacked out.

I called **. [redacted] and asked if I can call the plumber directly to ask a couple of questions. He would not give the name, but said he would call the plumber and have him call me. To date, I have not received a call.

On December 4 I received an email from **. [redacted] stating that he received the attached letter from [redacted] in early November, marked as Exhibit 4. The letter states [redacted] was glad to hear their product was not faulty and still will process the $508.91 labor allowance in the interest of fairness.

Attached is a submittal for the [redacted] Little Butler Instant Hot Dispenser, marked as Exhibit 5. Please Note there are three (3) tubes to install, a 12” long copper indicated inlet supply, an 18” long copper tube indicated to the tank, and a neoprene tube indicated from heater. Although it is not impossible to cross the 2 copper tubes, I feel it is unlikely since both tubes are tagged and have different connectors.

It is based on these facts that I wanted to talk to the plumber who replaced the dispenser. I do not know why **. [redacted] will not give me that information. Originally, **. [redacted] wanted me to reimburse him the two (2) invoices from Exhibit 1 for $382.00 even though some of the work was to repair his toilet. Now he is asking me to reimburse him $513.50 knowing that [redacted] is reimbursing him $508.91, as per his letter, Exhibit 4. I still want to do the right thing. I would just like to talk to the other plumber involved, and in the interest of fairness, we should reimburse [redacted] if we did something wrong.

Please do not hesitate to call me should you have any questions.

Thank you,

STANLEY W. COOPER, JR- President

Enclosures

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

1.- Whether or not [redacted] re-imbursed me for expenses related to failed installations of their product, does not relieve Cooper from their responsibility to return payment that I made to them for faulty installations.

2.-It is not necessary for me to put Cooper in touch with my new plumber. I explained to Mr. Cooper that the installation done by my new plumber was accommplished while in continuous phone contact with a service supervisor from [redacted] (the supplier of the part). It became obvious that the connections of the two copper pipes had been reversed during Cooper's services, and a proper attachment resulted immediately in the function of the device. Mr Cooper can not be that mentally challanged that he cannot understant that the truths learned here are real.