Streamline Plumbing and Heating Ltd

Complaint: [redacted] I am rejecting this response because: I've been advised by the City of Edmonton Plumbing and pipe fitting inspection department that the solution offered by Streamline will not pass inspection either They suggested that the only way to fix the problem would be for Streamline to run a pipe directly to the main inflow in the parking garage The condo board will not agree or approve of such a move Therefore, the only solution for me is to have the installation removed and for Streamline to provide me with a 100% refund for work they did not complete and cannot get approved Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I do not feel that statements Jordan is making are accurateWhen Mike came for the second repair his work was of value, I have always said this and been careful not to tarnish Eugene's reputation? Between the first repair and the second the furnace failed three times on a new thermostat, not the old oneNo, we did not hit or shake the thermostat, as it wasn't the problem, the furnace wasI understand you are professionals, but the thermostat worked before you came and not afterWhy else would you take? Mike only came once and stayed for approximately an hour, in total the repair time was hours not Mike, at the time of service asked us to wait a week and call back if furnace had no further issues and a day to provide a new thermostat would be scheduled.? My phone calls were not weeks apart, it was days [redacted] ? I regret that I was pushed to tears by your aggressive, belittling tone, JordanI would not characterize yelling and finally hanging up as trying to calm or reassure me Sincerely, [redacted] ***

I have responded a number of times to *** *** by e mailI have suggested a compromise to resolve this matter and was waiting for a reply when Revdex.com got involved.I can forward you those e mails if you wish. Streamline did in fact install a BQ line in the fashion stated by ***She did
accept the quote and wanted the work initiated and that was done on March 22/as stated.On the day of the install prior to installation , our installer sized the BQ line according to gas codesThe sizing of the existing line may not support both appliances at once so we told *** there could be an issue getting a permit for such an installWe explained to her the sizing was very close to the capacity set out by the tables and it could come down to the decision of the inspectorWe also informed her that if the line was not approved as sufficient size to support both appliances we could install a way valve that only allows gas to one appliance or anotherWe explained that the permitting process to get a way valve approved is very time consuming and could take some time.*** *** almost insisted we proceed though we cautioned her of the issues that may ariseShe seemed confident as the suite only a few floors down and over was approved by the authority having jurisdiction. We proceeded with the install as she insistedWe applied for a permit and the gas line sizing was deemed as insufficient to support both appliances.When the rejection came by e mail we notified Mrs*** of the decision by the gas inspectorI told *** that I would try and get some answers of why the rejection and see what we could doI also mentioned we may have to consider the way valve as discussed and Mrs*** seemed open and willing to proceed to get this resolved. I personally made a number of attempts to deal with the city inspectors to see if they would consider reversing their decision alone, as the sizing is so very close to the tables tolerance levelAs usual the city is very difficult to deal with and many of my attempts to get a decision from them went unresponsiveQuite commonly inspectors will rarely put things in writing and this is what I was trying to do; is get a written response from the city to share with Mrs***.A number of months went by and I did not hear from the city or Mrs***, and I must admit we didn’t follow up with the attention that it needed.Once again Mrs*** contacted us to inquire about the permitThis spurred me once again to chase the city to try and reverse their decisionAfter a number of attempts to get the city to put it in writing ; I had to settle for a telephone call with one of the inspectorsAs usual the inspectors could not give me a reasonable explanation to why they would not pass the install based on the tables and the math that I presented themSo realizing that the city does not want to reverse a decision proving their incompetency ; I had to then ask for them to approve the installation of the way valve.To get the approval of a way valve would take a formal applicationIt was about this time that Mrs*** decided she wanted it all removed and her money refunded.I cannot get approval of the way valve without Mrs ***’s co-operation. So in summary Streamline cautioned this customer prior to the install of the potential permit issuesThe customer was also cautioned that it takes a long period of time to get approval with a way valveShe insisted we proceed and we did.After the failed rejection a number of attempts were made to get the existing install approvedThese attempts failed and consumed much timeI then wanted to proceed as agreed to get the way valve approved.Mrs*** has also called the head inspector and stated that she wants the gasline removedIt’s difficult for me to get the inspector to agree to a way valve install when Mrs*** has interrupted the process of authoritySo now when I try and discuss this matter with the head inspector, he telling me the customer wants it removed so there is no point trying to proceed. I will also share the string of e-mails where I attempted to resolve this issue

Dear *** and Members,
I personally dispatched this call when your father in law called
us on Saturday October
Please see attached work order for the work performed on a
weekend by EugeneEugene did note that there was multiple problems he
discovered with this furnace call
and noted this on the work orderThe work
order was signed times by your father in-law and he did agree to all charges
that were processed at the end of the call and there were no notable
complaints, and the furnace was running
The first issue Eugene discovered with this furnace was that the
furnace filter was plugged and the furnace was cycling off on high limitHe
removed the plugged filter and found that the furnace would run but would still
sporadically failUpon further investigation he found that the signal from the
thermostat would failHe also witnessed that the furnace tripped on pressure
switch time during the sporadic failuresBeing it was a weekend and the
parts were not available without a $dollar call out to have the wholesaler open the store (a charge from the wholesaler, not Streamline) , he indicated to your
father in law that he would try and repair the issue without burdening the
customer with this further charge
Eugene also placed another call to one of the other on duty
technicians to see if they had the replacement pressure switchThe other
technician was in the area and stopped by to assist Eugene and check his stock
as wellWe did not have the pressure switch in stockSo both technicians
agreed to try and clean the pressure to see if they could get it functioning
properly They cleaned the pressure switch and did not note another pressure
switch failure after that point
When Eugene brought the thermostat problem to the attention of
your father in law… Your father in law agreed to run out and purchase a new one
at Home DepotHe did, and Eugene installed it and there were no more failures
with the furnace
When Eugene replaced the thermostat he noted that one of the
pins on the old thermostat was dislodged and this was probably the source of
the sporadically failing thermostat
Eugene basically dealt with different issues and charged the
customer a level and categorized his labour as a universal rewireHe was
basically trying to save the customer money instead of charging for the
separate issuesIf he did the bill according to our charge out sheet it should
have been ; level for thermostat replacement $158, Level for pressure switch
repair $, Level for the limit switch/dirty filter problem , plus
the $call out feeTotal should have been $plus GST But because your
father in law bought the thermostat he just adjusted the bill and tried to save
him money
On October 25th I received a call from your father in
lawHe indicated that the furnace went down again; and he felt like Eugene did
not fix the problem He said he was not that confident in Eugene’s abilities
He said he suspected Eugene broke the thermostat He also indicated that he was
actually house sitting ,and when his son got home… his son hit the furnace a
few times and got it running againSo I told him I would arrange for a
technician to come have a lookI told him I would fix the problem OR refund
his money if we were unable to fix the new problemHe asked that I arrange the service call through *** and he did
indicate the furnace was still workingSo I did not put it on high urgencyIt
did take me a few days to arrange the parts we suspected were causing the
further issues (High limit and pressure switch) and get to site
I did consult Eugene about the broken ThermostatAnd Eugene
saved the thermostatHe brought it into the office and showed me and we both
could see there was a loose pinSo we suspect this was the reason he had
numerous signal failures from that Saturday
As far as the accusation that Eugene broke the thermostat; I
would argue that Eugene is a journeyman gasfitter and deals with all types of
thermostats on a daily basisHe has had formal schooling as well as a number
of years’ experience and he does understand how to dismount a thermostat
properly to trouble shoot themI am not convinced that Eugene damaged the
thermostatEugene is a very honest employee and if he did accidently break
something he would be honest and admit to it and I am confident of his
character in this regards
I arranged for a different technician to respond to the second
call due to the customers clear dislike of EugeneThe technician that went to
this call- back appointment on the 29th was Mike, and he came with
parts that we suspected was causing further furnace issues
We suspected the pressure switch Eugene cleaned was a possible
failure; as well we suspected the high limit may be failing due to the cycling
from the dirty filter furnace failures
Mike replaced the parts and noted no failures of this furnace
He said he had discussions with *** during his visit and she indicated that
technicians had tried to fix this same issue prior to Streamline getting the
call the first time
He said *** seemed very pleased
Streamline did not receive a call back for a number of weeks
And eventually *** called me and discussed me refunding money for the broken
thermostatI disagree with her statement and told her the thermostat is still
on my desk if she wants to view the loose pin on the thermostat. I argued
with her that sometimes there are a number of issues that contribute to a
furnace failureThere were no failures noted on the furnace when Mike arrived
the second timeAnd *** has admitted to me that the furnace has not failed
since Mike was there
So being that we did NOT charge for Mikes call back with FURNACE
PARTS…I think Streamline has been more than accommodating Even if you add
up all the time into this call we have accumulated close to hrs of
technicians time plus partsWe fixed the furnace issue that two other
companies failed at
*** argued that Eugene’s service should not have been charged
And that Mikes service was of valueSo I tried to explain it this wayIf I
only charged for Mikes time it would have been : Level (replace limit switch)
$248, Level (Replace pressure switch) $248, plus $dollar dispatch fee ,
plus GST Grand total $And let’s just remind ourselves that if this
was in fact the only problem and it was addressed on the Saturday… there would
have been the additional $dollar call out fee to get the furnace suppliers
to open up
***, please understand that I was not belittling you in anyway
and my tone was not meant as aggressiveI was just sticking up for my service
team and the work we did. I feel like we accommodated you as a customer the
best we could and the fact that we returned and replaced more parts at our own
cost was already a gracious gesture and an honourable business decisionMost
companies would charge for every call back until all the problems are fixed
And I might add; we did not have the history of the furnace
available when Eugene had responded or we may have opened up the wholesaler on
that Saturday and you would have been charged yet another $
You also mentioned below that you demonstrated how you got the
furnace running when Mike was thereI understand that this demonstration
involved shaking and hitting the furnaceSo with that being said; how many
times did you shake, or hit the thermostat before you figured out that you
needed to shake and hit the furnace to get it working?
My guys are trained on how to work with these devisesI really
believe we did not damage that thermostat
*** you admit below that we never came to an agreement and I
continued to disagree with youSo when you called the 3rd time
trying to make me agree with you I held my ground again; and you resorted to
cryingYou explained that there was a lot more going on in your life than this
problem, and you were sobbing ,asking why I did not like youYou put me in a
very uncomfortable position and I said whatever I could to end the call and
comfort you
But I am not replacing the thermostatThe thermostat your
father in law bought that day is working and we provided you good service at a
fair value
Thank You
Jordan

Complaint: ***
I am rejecting this response because: I've been advised by the City of Edmonton Plumbing and pipe fitting inspection department that the solution offered by Streamline will not pass inspection either. They suggested that the only way to fix the problem would be for Streamline to run a pipe directly to the main inflow in the parking garage. The condo board will not agree or approve of such a move. Therefore, the only solution for me is to have the installation removed and for Streamline to provide me with a 100% refund for work they did not complete and cannot get approved
Sincerely,
*** ***

Dear *** and Members,
I personally dispatched this call when your father in law called
us on Saturday October
Please see attached work order for the work performed on a
weekend by EugeneEugene did note that there was multiple problems he
discovered with this furnace call
and noted this on the work orderThe work
order was signed times by your father in-law and he did agree to all charges
that were processed at the end of the call and there were no notable
complaints, and the furnace was running
The first issue Eugene discovered with this furnace was that the
furnace filter was plugged and the furnace was cycling off on high limitHe
removed the plugged filter and found that the furnace would run but would still
sporadically failUpon further investigation he found that the signal from the
thermostat would failHe also witnessed that the furnace tripped on pressure
switch time during the sporadic failuresBeing it was a weekend and the
parts were not available without a $dollar call out to have the wholesaler open the store (a charge from the wholesaler, not Streamline) , he indicated to your
father in law that he would try and repair the issue without burdening the
customer with this further charge
Eugene also placed another call to one of the other on duty
technicians to see if they had the replacement pressure switchThe other
technician was in the area and stopped by to assist Eugene and check his stock
as wellWe did not have the pressure switch in stockSo both technicians
agreed to try and clean the pressure to see if they could get it functioning
properly They cleaned the pressure switch and did not note another pressure
switch failure after that point
When Eugene brought the thermostat problem to the attention of
your father in law… Your father in law agreed to run out and purchase a new one
at Home DepotHe did, and Eugene installed it and there were no more failures
with the furnace
When Eugene replaced the thermostat he noted that one of the
pins on the old thermostat was dislodged and this was probably the source of
the sporadically failing thermostat
Eugene basically dealt with different issues and charged the
customer a level and categorized his labour as a universal rewireHe was
basically trying to save the customer money instead of charging for the
separate issuesIf he did the bill according to our charge out sheet it should
have been ; level for thermostat replacement $158, Level for pressure switch
repair $, Level for the limit switch/dirty filter problem , plus
the $call out feeTotal should have been $plus GST But because your
father in law bought the thermostat he just adjusted the bill and tried to save
him money
On October 25th I received a call from your father in
lawHe indicated that the furnace went down again; and he felt like Eugene did
not fix the problem He said he was not that confident in Eugene’s abilities
He said he suspected Eugene broke the thermostat He also indicated that he was
actually house sitting ,and when his son got home… his son hit the furnace a
few times and got it running againSo I told him I would arrange for a
technician to come have a lookI told him I would fix the problem OR refund
his money if we were unable to fix the new problemHe asked that I arrange the service call through *** and he did
indicate the furnace was still workingSo I did not put it on high urgencyIt
did take me a few days to arrange the parts we suspected were causing the
further issues (High limit and pressure switch) and get to site
I did consult Eugene about the broken ThermostatAnd Eugene
saved the thermostatHe brought it into the office and showed me and we both
could see there was a loose pinSo we suspect this was the reason he had
numerous signal failures from that Saturday
As far as the accusation that Eugene broke the thermostat; I
would argue that Eugene is a journeyman gasfitter and deals with all types of
thermostats on a daily basisHe has had formal schooling as well as a number
of years’ experience and he does understand how to dismount a thermostat
properly to trouble shoot themI am not convinced that Eugene damaged the
thermostatEugene is a very honest employee and if he did accidently break
something he would be honest and admit to it and I am confident of his
character in this regards
I arranged for a different technician to respond to the second
call due to the customers clear dislike of EugeneThe technician that went to
this call- back appointment on the 29th was Mike, and he came with
parts that we suspected was causing further furnace issues
We suspected the pressure switch Eugene cleaned was a possible
failure; as well we suspected the high limit may be failing due to the cycling
from the dirty filter furnace failures
Mike replaced the parts and noted no failures of this furnace
He said he had discussions with *** during his visit and she indicated that
technicians had tried to fix this same issue prior to Streamline getting the
call the first time
He said *** seemed very pleased
Streamline did not receive a call back for a number of weeks
And eventually *** called me and discussed me refunding money for the broken
thermostatI disagree with her statement and told her the thermostat is still
on my desk if she wants to view the loose pin on the thermostat. I argued
with her that sometimes there are a number of issues that contribute to a
furnace failureThere were no failures noted on the furnace when Mike arrived
the second timeAnd *** has admitted to me that the furnace has not failed
since Mike was there
So being that we did NOT charge for Mikes call back with FURNACE
PARTS…I think Streamline has been more than accommodating Even if you add
up all the time into this call we have accumulated close to hrs of
technicians time plus partsWe fixed the furnace issue that two other
companies failed at
*** argued that Eugene’s service should not have been charged
And that Mikes service was of valueSo I tried to explain it this wayIf I
only charged for Mikes time it would have been : Level (replace limit switch)
$248, Level (Replace pressure switch) $248, plus $dollar dispatch fee ,
plus GST Grand total $And let’s just remind ourselves that if this
was in fact the only problem and it was addressed on the Saturday… there would
have been the additional $dollar call out fee to get the furnace suppliers
to open up
***, please understand that I was not belittling you in anyway
and my tone was not meant as aggressiveI was just sticking up for my service
team and the work we did. I feel like we accommodated you as a customer the
best we could and the fact that we returned and replaced more parts at our own
cost was already a gracious gesture and an honourable business decisionMost
companies would charge for every call back until all the problems are fixed
And I might add; we did not have the history of the furnace
available when Eugene had responded or we may have opened up the wholesaler on
that Saturday and you would have been charged yet another $
You also mentioned below that you demonstrated how you got the
furnace running when Mike was thereI understand that this demonstration
involved shaking and hitting the furnaceSo with that being said; how many
times did you shake, or hit the thermostat before you figured out that you
needed to shake and hit the furnace to get it working?
My guys are trained on how to work with these devisesI really
believe we did not damage that thermostat
*** you admit below that we never came to an agreement and I
continued to disagree with youSo when you called the 3rd time
trying to make me agree with you I held my ground again; and you resorted to
cryingYou explained that there was a lot more going on in your life than this
problem, and you were sobbing ,asking why I did not like youYou put me in a
very uncomfortable position and I said whatever I could to end the call and
comfort you
But I am not replacing the thermostatThe thermostat your
father in law bought that day is working and we provided you good service at a
fair value
Thank You
Jordan

Complaint: ***
I am rejecting this response because:I do not feel that statements Jordan is making are accurateWhen Mike came for the second repair his work was of value, I have always said this and been careful not to tarnish Eugene's reputation? Between the first repair and the second the furnace failed three times on a new thermostat, not the old oneNo, we did not hit or shake the thermostat, as it wasn't the problem, the furnace wasI understand you are professionals, but the thermostat worked before you came and not afterWhy else would you take? Mike only came once and stayed for approximately an hour, in total the repair time was hours not Mike, at the time of service asked us to wait a week and call back if furnace had no further issues and a day to provide a new thermostat would be scheduled.? My phone calls were not weeks apart, it was days** *** *** * *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** ** *** *** ***? I regret that I was pushed to tears by your aggressive, belittling tone, JordanI would not characterize yelling and finally hanging up as trying to calm or reassure me
Sincerely,
*** ***

I have responded a number of times to [redacted] by e mailI have suggested a compromise to resolve this matter and was waiting for a reply when Revdex.com got involved.I can forward you those e mails if you wish.? Streamline did in fact install a BQ line in the fashion stated by [redacted]She did
accept the quote and wanted the work initiated and that was done on March 22/as stated.On the day of the install prior to installation , our installer sized the BQ line according to gas codesThe sizing of the existing line may not support both appliances at once so we told [redacted] there could be an issue getting a permit for such an installWe explained to her the sizing was very close to the capacity set out by the tables and it could come down to the decision of the inspectorWe also informed her that if the line was not approved as sufficient size to support both appliances we could install a way valve that only allows gas to one appliance or anotherWe explained that the permitting process to get a way valve approved is very time consuming and could take some time.[redacted] almost insisted we proceed though we cautioned her of the issues that may ariseShe seemed confident as the suite only a few floors down and over was approved by the authority having jurisdiction.? We proceeded with the install as she insistedWe applied for a permit and the gas line sizing was deemed as insufficient to support both appliances.When the rejection came by e mail we notified Mrs[redacted] of the decision by the gas inspectorI told [redacted] that I would try and get some answers of why the rejection and see what we could doI also mentioned we may have to consider the way valve as discussed and Mrs[redacted] seemed open and willing to proceed to get this resolved.? I personally made a number of attempts to deal with the city inspectors to see if they would consider reversing their decision alone, as the sizing is so very close to the tables tolerance levelAs usual the city is very difficult to deal with and many of my attempts to get a decision from them went unresponsiveQuite commonly inspectors will rarely put things in writing and this is what I was trying to do; is get a written response from the city to share with Mrs[redacted].A number of months went by and I did not hear from the city or Mrs[redacted], and I must admit we didn’t follow up with the attention that it needed.Once again Mrs[redacted] contacted us to inquire about the permitThis spurred me once again to chase the city to try and reverse their decisionAfter a number of attempts to get the city to put it in writing ; I had to settle for a telephone call with one of the inspectorsAs usual the inspectors could not give me a reasonable explanation to why they would not pass the install based on the tables and the math that I presented themSo realizing that the city does not want to reverse a decision proving their incompetency ; I had to then ask for them to approve the installation of the way valve.To get the approval of a way valve would take a formal applicationIt was about this time that Mrs[redacted] decided she wanted it all removed and her money refunded.I cannot get approval of the way valve without Mrs [redacted]’s co-operation.? So in summary Streamline cautioned this customer prior to the install of the potential permit issuesThe customer was also cautioned that it takes a long period of time to get approval with a way valveShe insisted we proceed and we did.After the failed rejection a number of attempts were made to get the existing install approvedThese attempts failed and consumed much timeI then wanted to proceed as agreed to get the way valve approved.Mrs[redacted] has also called the head inspector and stated that she wants the gasline removedIt’s difficult for me to get the inspector to agree to a way valve install when Mrs[redacted] has interrupted the process of authoritySo now when I try and discuss this matter with the head inspector, he telling me the customer wants it removed so there is no point trying to proceed.? I will also share the string of e-mails where I attempted to resolve this issue

Complaint: [redacted]
I am rejecting this response because:  I've been advised by the City of Edmonton Plumbing and pipe fitting inspection department that the solution offered by Streamline will not pass inspection either.  They suggested that the only way to fix the problem would be for Streamline to run a pipe directly to the main inflow in the parking garage.  The condo board will not agree or approve of such a move.  Therefore, the only solution for me is to have the installation removed and for Streamline to provide me with a 100% refund for work they did not complete and cannot get approved.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I do not feel that statements Jordan is making are accurate. When Mike came for the second repair his work was of value, I have always said this and been careful not to tarnish Eugene's reputation.  Between the first repair and the second the furnace failed three times on a new thermostat, not the old one. No, we did not hit or shake the thermostat, as it wasn't the problem, the furnace was. I understand you are professionals, but the thermostat worked before you came and not after. Why else would you take? Mike only came once and stayed for approximately an hour, in total the repair time was 5.5 hours not 9. Mike, at the time of service asked us to wait a week and call back if furnace had no further issues and a day to provide a new thermostat would be scheduled. My phone calls were not weeks apart, it was 10 days. [redacted].  I regret that I was pushed to tears by your aggressive, belittling tone, Jordan. I would not characterize yelling and finally hanging up as trying to calm or reassure me.
Sincerely,
[redacted]