Superior Energy Innovations, LLC

We received a letter in reference to a current customer of ours ID# ***Through a New York State program we work with we installed a furnace at nocost to the customer on March 13,Whether our customers receive work at no costor if they pay for the work to be done we always provide a one
year labor warranty on allwork we completed in each home.This customer contacted us in January and stated that his furnace bad a leakand he wanted us to come out and take a lookWe explained that his one year laborwarranty was up with us and that if he wanted to apply for the heap !terr program he maybe able to have any repairs done at no cost, but if we come out to take a look it wouldcost a $service callWe explained that our service call is to cover the cost for us tosend a technician out, his gas and labor to go out and back, and to diagnose the system.We also explained to the customer that if there was something that could be done on sitewe would correct it, but that if there were parts or anything needed for the repair wewould be able to give him an estimate and that would not be covered! through the servicecall.The day we were scheduled to go out to the home for the service call January 26,2017, the customer cal led concerned about what the $service call was coveringWelet him know that we did not have to come out and charge him the service call, but that ifwe do the $covers our technicians gas and labor to come out and diagnose the issue,and that if the issue can be repaired on site without parts that we would do so, but thatagain if there were parts, etc that needed repaired that we would provide an estimate tohim after coming out and diagnosing the system.We explained to this customer several times before going out to the home that wedid not have to come out, but that if we do he would have to pay the $service call forthe furnace diagnostic to find the issue he was havingThis information was also clearlystated on the invoice that our technician gave the customer prior to furnace diagnostic andpayment being received from the customer.We found that the part was not the furnace it was a pump that comes separatefrom the furnace that was leakingThe casing for the pump was brokenOur techniciantold the customer that we did not believe this part would be covered under warranty, butthat we would try to see and get back to him with the information as soon as we could.When our office assistant attempted to speak with the customer to explain to himthat the part was not under warranty and that he could go to the heap hear program to tryand get the repair done at no cost or we could provide him with the estimate for us tocomplete the repair, the customer became irateHe stated he already paid us $to fix itand that we were going to send someone out immediately for the repair or he would begoing to his attorneyThe office assistant said the customer was screaming and yellingand she could not say a wordThe owner of the company told the office assistant that shedid not need to take that type of abuse and harassment and to hang up the phone, and theowner would answer any further calls if the customer called back.The customer then called back ten times in a row, every time the owner wouldanswer the customer would say nothing and bang upFinally the owner answered the lastcall from the customer and told him that this is a place of business and if the customercontinues to caJI and not say anything this will be considered harassment and we will callthe policeThe customer then stated that our company stole $from himWeIexplained that we did not steal anything from him and that he paid $for a service callthat was explained to him in detail prior to us going outWe explained the $coveredthe gas and labor for us to send a technician out to his home and to diagnose the issue hewas havingAs the owner was trying to explain this the customer started screaming at theowner, the owner attempted to raise his voice as well to try and explain things to thecustomerWhen the owner realized it was a lost cause because the customer would notstop screaming he told the customer to not call here ever again or we will call the police,and the owner hung up the phone.This customer had also complained about how long it took us to get back to himabout his issueThis time of year we are extremely busy working with programs thatprovide heat to elderly and very low income customers with no heat situations thatotherwise may not survive without our helpSo those customers do have to be priority,since this customer did have heat in Ius home we returned the information to him as soonas we possibly could.I believe we have gone above and beyond to help this customerThank you