Revdex.com: 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 belowThank you Revdex.com for the responseHowever, again, Empire Heating has failed to provide me with what I’ve been asking for; now for the eighth timeI want an itemized breakdown of the costs associated with the installation of the Peerless Boiler & accessories which were installed in my residence Providing a breakdown should not be difficult I get an itemized breakdown from [redacted] when I have health issues; also I get an itemized breakdown from [redacted] when my car is servicedThis request is not out of the ordinary In their letter to the Revdex.com, Empire has again only supplied one number for the costAll other costs that they use are from my estimates for the various other costsIf Empire believes my estimates to be “not real life costs”, then tell me the costsThis lack of compliance to my request is completely unacceptable; Empire continues to avoid the primary question I have been asking with regard to the itemized breakdown of the costs of the boiler and associated items that have been installed in my homeAt this point I believe they are not being truthful about the costs I don’t want to get into a contest with Empire; but to record the facts, I submit the following (attachments of warranties can be provided as requested); The Peerless Boiler MI-is one of the lowest end boilers that Peerless manufacturesPeerless only has one unit that is lower which is the MI-model, and that unit only provides 60,BTUs which is significantly below the heating capacity necessary for my homeThe note that the MI-has an electronic ignition and vent damper is a moot point because all Peerless Boilers have these itemsThe fact is that my old boiler had an electronic ignition and that boiler was almost twenty years old There is no mention anywhere in the Peerless Warranty of a five year warranty associated with the Peerless Boiler MI-The only item with a five year warranty is the Honeywell Focus PRO series programmable thermostatThis Honeywell warranty is listed in the product documentation; however, to be enabled the warranty requires the bill of sale and dated proof of purchaseSince I don’t have an itemized cost breakdown to show proof of purchase, I do not have an enforceable warranty for the thermostat, if I need to engage Honeywell because of a defective Focus PRO (Att-01) Empire tries to cloud the conversation with using language about “use standard industry mark up for overhead, profit and warranty reserve cost of material with proper markup” which is just noiseI expect any business to make a reasonable profitI don’t want to get into the economics of Empires’ business but profitability was calculated in my initial estimate for $with the Revdex.com The Peerless Boiler MI-which was installed at my home can be found at SupplyHouse.com a five star rated seller via GoogleSupply House provides the same warranty mentioned by Empire because it is the Peerless Manufacturer’s warranty for the boiler; year on the boiler, and Limited lifetime on the Cast Iron section (Att-02) The cost from Supply House for this Peerless MI-unit is $and they will ship it for freeAnd Supply House is still making a profit [redacted] is a strong company with outstanding Customer Service reviews; otherwise Google would have dropped them years ago And Google is not a fly-by-night company The comment about the emergency service call was considered in my initial estimate for $when I rounded up the total by $500.00; however, when I spoke with the Empire Service Tech who made the initial service call to my home, he said that cost would be waived if I had Empire install the boiler Regarding the 3% credit card processing fee, it was discussed with the Empire Service Tech during the initial service callI was asked to pay cash and the bill would be reduced by $from the total or use a credit card and pay the higher amountI chose to use a credit card, so the processing fee was included in my billEmpires statement about 3% is just more noise to confuse the issues Empire owes me $that they over charged me for this service, and that’s real life Regards, [redacted] ***
Empire Heating & Air Conditioing East Ridge Road Rochester, NY December, 2015[Date] [redacted] Dear [redacted] Thank you for notifying us of your complaintWe strive to provide our customers with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to knowWe’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused youTo ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper department of your complaintYour patronage is important to us, and in the future we will make sure to not only take care of any warranty issues that arise but we’ll also make sure we send a different technician to take care of these issues Please send us the bill from other company for review and reimbursementThank you again for bringing these matters to our attentionSincerely, Empire Heating & Air Conditioing East Ridge Road Rochester, NY President Fred Metzler
Empire Heating and Air Conditioning
Problem: I set up an appointment to have my furnace cleaned and check humidifier for replacement or repair on 11/24/2-4pm When the technician arrived, he said he was here only to check what needed to be done with humidifier I insisted he also needed to clean the furnace as that was the first reason I called He said he would clean it but don't tell the office as he will do it for free and proceeded to check the humidifier The celluloid was shot and needed to be replaced We talked about getting a new unit verses repair We decided a new unit would be best because of warranty and I knew a new unit was $on line We decide to do the cleaning and replace the humidifier all at once He gave me a write up and receipt for $plus tax of $to equal $ I said that was high and he said that included the cleaning Ran my credit card and made an appointment for 12/1/2-4pmOn 12/1/I got a call from the office (***) around noon verifying I would be home I then got another call from her about 3:saying he was on his way No one showed so I called about 5:00pm and talked to *** saying that the part I need did not come in I asked if anyone was going to inform me He said he was the night office and not aware of the case We set up another appointment for 12/ 2-4pm When the technician arrived, he said he was here to just replace the humidifier and cleaning was not included Now I am not happy again He did the same thing the first tech did and told me he would clean it for “free” but don't tell the office The tech went ahead to do the work while I called the office to ask what they were putting on my credit card *** “thought it was about $but would check and get back to me She never did This sounded very high cost so I checked on line the make and model of the humidifier that replaced my old one and it goes for $130—that's retailI called the next day and asked to speak with management and the girl I talked to said that would be *** or *** and they are not in the office She would have one of them call me back Again, no one called I did get the information that $went on my card I called again at the end of the day but they were both gone for the day I said I would expect a call back on 12/On 12/I received a call from *** asking what she could do for me I explained again the problem and she said she could not do anything and I stated first of all what went on my card and what was quoted in writing was higher and need to talk to a manager She continued to say that nothing could be done I stated that this sounds like “bate and switch” and that the cost was exorbitant She said there is nothing she could do I said let me talk to a manager and she said they were not in the officeSo, the part was $retail, say the cleaning was $ That is $ So, I assume that labor and tax was $for hours of work That's pretty good Almost $per hour Do doctors do that well?
Something is fishy about this company There is no way to talk to management Both technicians had the same story on the “free” cleaning to make you feel you are getting a “deal” Although it is not much money, I was charged more than quoted in writing Also, the humitidy was set so high my wall paper is literally peeling off the wall I will not recommend or use Empire Heating and Air Conditioning again And will pass on this information to all I know and use social media to spread the wordThank you for any attention you can give this issue
To Whom It May Concern:
size="3"> The boiler that was
installed is not low end equipment; it is equipped with electronic ignition and
vent damperIt has a five year parts and labor warranty and a limited
lifetime factory warranty on the boiler's vessel
The alleged cost that
Mr*** is quoting is not a real life cost that he perhaps found information
on the internet from a fly by night provider All equipment of this type
not bought from a legitimate wholesaler and dealer causes all factory warranties to be null and void But just for example if we use these numbers and use
standard industry mark up for overhead, profit and warranty reserve cost of
material with proper markup would be $4465.00, add the $for labor, which
is a low number it comes to $add the $emergency service call that
was provided within hours of request on a day with -wind chill and
visibility on Lake Road and the 3% the credit card company charges to process
credit card payment it is quite obvious our price is fair market value, is well
within industry average
We stand by our price
Sincerely yours,
Frederick J M***
President
Empire Heating & Air Conditioning
East Ridge Road
Rochester, NY 585-325-
To Whom It May Concern:
The customer is totally unrealistic in his cost of $
for the equipment installed. He wants
Empire to order equipment over the internet bypassing our local suppliers whom
we have a 50yr relationship with. This
is absurd and I refuse to negotiate against an unrealistic expectation
However in the spirit of compromise I would offer customer
$refund payable on receipt from customer a Letter of Release for any and
all claims Sincerely,
Fred M***
President
One of the best contractors I have ever had the pleasure to work with Spotted multiple CO leaks in gas furnace exhaust, undetected for years and only visible by inspecting with a flexible snake camera Replaced old unit with new efficient one...No pushy sales pitches and very competitive pricing Courteous techs worked through lunch to get the job done as scheduled Empire is now my only choice for HVAC
Revdex.com:
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.
Thank you Revdex.com for this new response. However, again, Empire
Heating has failed to provide me with what I’ve been asking for; now for the ninth time. I want an itemized breakdown of the costs associated with the
installation of the Peerless Boiler & accessories which were installed in
my residence. Providing a breakdown
should not be difficult. I need this to understand what I have paid for and to
support any warranty issues that I may have with the products and service
associated with this installation.
It makes me wonder if Empire is hiding something. Is it the
fact that they may have over charged me and may have taken advantage of me as a
consumer is this situation – or because I trusted Empire to do the right thing
based of recommendations from friends and conversation with their employee – or
because I did not demand a written breakdown of what they were going to provide
before I agreed over the phone while on vacation – or that I was not present
when they performed the diagnosis and installation – or because I was in a bad
situation due to the weather (similar to flood victims or victims of natural
disasters) and was not present to watch every detail of the product and service
provided?
I do not understand why Empire is avoiding my request; other
than to say - to any reasonable person, I have been taken advantage of as a
consumer.
I don’t accept the “compromise” that Empire has offered, I want an itemized breakdown of the costs
associated with the installation as I have been asking for from the beginning
of this dispute.
What I will accept to close this dispute is the itemized
breakdown of costs and the $2000.00 cash refund; I will then provide Empire
with a Letter of Release for any and all claims.
Regards,
[redacted]
Revdex.com:
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.
Thank you Revdex.com for the response. However, again, Empire
Heating has failed to provide me with what I’ve been asking for; now for the
eighth time. I want an itemized
breakdown of the costs associated with the installation of the Peerless Boiler
& accessories which were installed in my residence. Providing a breakdown should not be difficult.
I get an itemized breakdown from [redacted]
when I have health issues; also I get an itemized breakdown from [redacted]
when my car is serviced. This request is not out of the ordinary.
In their letter to the Revdex.com, Empire has again only supplied
one number for the cost. All other costs that they use are from my estimates
for the various other costs. If Empire believes my estimates to be “not real
life costs”, then tell me the costs. This lack of compliance to my request is
completely unacceptable; Empire continues to avoid the primary question I have
been asking with regard to the itemized breakdown of the costs of the boiler and
associated items that have been installed in my home. At this point I believe they are not being truthful about the costs.
I don’t want to get into a contest with Empire; but to
record the facts, I submit the following (attachments of warranties can be
provided as requested);
1. The Peerless Boiler MI-04 is one of the lowest end
boilers that Peerless manufactures. Peerless only has one unit that is lower
which is the MI-03 model, and that unit only provides 60,000 BTUs which is
significantly below the heating capacity necessary for my home. The note that
the MI-04 has an electronic ignition and vent damper is a moot point because
all Peerless Boilers have these items. The fact is that my old boiler had an
electronic ignition and that boiler was almost twenty years old.
2. There is no mention anywhere in the Peerless Warranty of
a five year warranty associated with the Peerless Boiler MI-04. The only item
with a five year warranty is the Honeywell Focus PRO 6000 series programmable
thermostat. This Honeywell warranty is listed in the product documentation;
however, to be enabled the warranty requires the bill of sale and dated proof
of purchase. Since I don’t have an itemized cost breakdown to show proof of
purchase, I do not have an enforceable warranty for the thermostat, if I need to
engage Honeywell because of a defective Focus PRO 6000. (Att-01)
3. Empire tries to cloud the conversation with using
language about “use standard industry mark up for overhead, profit and warranty
reserve cost of material with proper markup” which is just noise. I expect any
business to make a reasonable profit. I don’t want to get into the economics of
Empires’ business but profitability was calculated in my initial estimate for
$4000.00 with the Revdex.com.
4. The Peerless Boiler MI-04 which was installed at my home
can be found at SupplyHouse.com a five star rated seller via Google. Supply
House provides the same warranty mentioned by Empire because it is the Peerless
Manufacturer’s warranty for the boiler; 1 year on the boiler, and Limited
lifetime on the Cast Iron section (Att-02).
The cost from Supply House for this Peerless MI-04 unit is $1819.00 and they
will ship it for free. And Supply House is still making a profit. [redacted]
is a strong company with outstanding Customer Service reviews; otherwise Google
would have dropped them years ago. And
Google is not a fly-by-night company.
5. The comment about the emergency service call was
considered in my initial estimate for $4000.00 when I rounded up the total by
$500.00; however, when I spoke with the Empire Service Tech who made the
initial service call to my home, he said that cost would be waived if I had
Empire install the boiler.
6. Regarding the 3% credit card processing fee, it was
discussed with the Empire Service Tech during the initial service call. I was
asked to pay cash and the bill would be reduced by $200.00 from the total or
use a credit card and pay the higher amount. I chose to use a credit card, so the
processing fee was included in my bill. Empires statement about 3% is just more
noise to confuse the issues.
Empire owes me $2000.00 that they over charged me for this
service, and that’s real life.
Regards,
[redacted]
Empire Heating & Air Conditioing 469 East Ridge Road Rochester, NY 14621 December, 4 2015[Date] [redacted]
[redacted]
[redacted] Dear...
[redacted] Thank you for notifying us of your complaint. We strive to provide our customers with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper department of your complaint. Your patronage is important to us, and in the future we will make sure to not only take care of any warranty issues that arise but we’ll also make sure we send a different technician to take care of these issues. Please send us the bill from other company for review and reimbursement. Thank you again for bringing these matters to our attention. Sincerely, Empire Heating & Air Conditioing 469 East Ridge Road Rochester, NY 14621 President Fred Metzler
Revdex.com: 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 belowThank you Revdex.com for the responseHowever, again, Empire Heating has failed to provide me with what I’ve been asking for; now for the eighth timeI want an itemized breakdown of the costs associated with the installation of the Peerless Boiler & accessories which were installed in my residence Providing a breakdown should not be difficult I get an itemized breakdown from [redacted] when I have health issues; also I get an itemized breakdown from [redacted] when my car is servicedThis request is not out of the ordinary In their letter to the Revdex.com, Empire has again only supplied one number for the costAll other costs that they use are from my estimates for the various other costsIf Empire believes my estimates to be “not real life costs”, then tell me the costsThis lack of compliance to my request is completely unacceptable; Empire continues to avoid the primary question I have been asking with regard to the itemized breakdown of the costs of the boiler and associated items that have been installed in my homeAt this point I believe they are not being truthful about the costs I don’t want to get into a contest with Empire; but to record the facts, I submit the following (attachments of warranties can be provided as requested); The Peerless Boiler MI-is one of the lowest end boilers that Peerless manufacturesPeerless only has one unit that is lower which is the MI-model, and that unit only provides 60,BTUs which is significantly below the heating capacity necessary for my homeThe note that the MI-has an electronic ignition and vent damper is a moot point because all Peerless Boilers have these itemsThe fact is that my old boiler had an electronic ignition and that boiler was almost twenty years old There is no mention anywhere in the Peerless Warranty of a five year warranty associated with the Peerless Boiler MI-The only item with a five year warranty is the Honeywell Focus PRO series programmable thermostatThis Honeywell warranty is listed in the product documentation; however, to be enabled the warranty requires the bill of sale and dated proof of purchaseSince I don’t have an itemized cost breakdown to show proof of purchase, I do not have an enforceable warranty for the thermostat, if I need to engage Honeywell because of a defective Focus PRO (Att-01) Empire tries to cloud the conversation with using language about “use standard industry mark up for overhead, profit and warranty reserve cost of material with proper markup” which is just noiseI expect any business to make a reasonable profitI don’t want to get into the economics of Empires’ business but profitability was calculated in my initial estimate for $with the Revdex.com The Peerless Boiler MI-which was installed at my home can be found at SupplyHouse.com a five star rated seller via GoogleSupply House provides the same warranty mentioned by Empire because it is the Peerless Manufacturer’s warranty for the boiler; year on the boiler, and Limited lifetime on the Cast Iron section (Att-02) The cost from Supply House for this Peerless MI-unit is $and they will ship it for freeAnd Supply House is still making a profit [redacted] is a strong company with outstanding Customer Service reviews; otherwise Google would have dropped them years ago And Google is not a fly-by-night company The comment about the emergency service call was considered in my initial estimate for $when I rounded up the total by $500.00; however, when I spoke with the Empire Service Tech who made the initial service call to my home, he said that cost would be waived if I had Empire install the boiler Regarding the 3% credit card processing fee, it was discussed with the Empire Service Tech during the initial service callI was asked to pay cash and the bill would be reduced by $from the total or use a credit card and pay the higher amountI chose to use a credit card, so the processing fee was included in my billEmpires statement about 3% is just more noise to confuse the issues Empire owes me $that they over charged me for this service, and that’s real life Regards, [redacted] ***
Empire Heating & Air Conditioing East Ridge Road Rochester, NY December, 2015[Date] [redacted] Dear [redacted] Thank you for notifying us of your complaintWe strive to provide our customers with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to knowWe’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused youTo ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper department of your complaintYour patronage is important to us, and in the future we will make sure to not only take care of any warranty issues that arise but we’ll also make sure we send a different technician to take care of these issues Please send us the bill from other company for review and reimbursementThank you again for bringing these matters to our attentionSincerely, Empire Heating & Air Conditioing East Ridge Road Rochester, NY President Fred Metzler
Empire Heating and Air Conditioning
Problem: I set up an appointment to have my furnace cleaned and check humidifier for replacement or repair on 11/24/2-4pm When the technician arrived, he said he was here only to check what needed to be done with humidifier I insisted he also needed to clean the furnace as that was the first reason I called He said he would clean it but don't tell the office as he will do it for free and proceeded to check the humidifier The celluloid was shot and needed to be replaced We talked about getting a new unit verses repair We decided a new unit would be best because of warranty and I knew a new unit was $on line We decide to do the cleaning and replace the humidifier all at once He gave me a write up and receipt for $plus tax of $to equal $ I said that was high and he said that included the cleaning Ran my credit card and made an appointment for 12/1/2-4pmOn 12/1/I got a call from the office (***) around noon verifying I would be home I then got another call from her about 3:saying he was on his way No one showed so I called about 5:00pm and talked to *** saying that the part I need did not come in I asked if anyone was going to inform me He said he was the night office and not aware of the case We set up another appointment for 12/ 2-4pm When the technician arrived, he said he was here to just replace the humidifier and cleaning was not included Now I am not happy again He did the same thing the first tech did and told me he would clean it for “free” but don't tell the office The tech went ahead to do the work while I called the office to ask what they were putting on my credit card *** “thought it was about $but would check and get back to me She never did This sounded very high cost so I checked on line the make and model of the humidifier that replaced my old one and it goes for $130—that's retailI called the next day and asked to speak with management and the girl I talked to said that would be *** or *** and they are not in the office She would have one of them call me back Again, no one called I did get the information that $went on my card I called again at the end of the day but they were both gone for the day I said I would expect a call back on 12/On 12/I received a call from *** asking what she could do for me I explained again the problem and she said she could not do anything and I stated first of all what went on my card and what was quoted in writing was higher and need to talk to a manager She continued to say that nothing could be done I stated that this sounds like “bate and switch” and that the cost was exorbitant She said there is nothing she could do I said let me talk to a manager and she said they were not in the officeSo, the part was $retail, say the cleaning was $ That is $ So, I assume that labor and tax was $for hours of work That's pretty good Almost $per hour Do doctors do that well?
Something is fishy about this company There is no way to talk to management Both technicians had the same story on the “free” cleaning to make you feel you are getting a “deal” Although it is not much money, I was charged more than quoted in writing Also, the humitidy was set so high my wall paper is literally peeling off the wall I will not recommend or use Empire Heating and Air Conditioning again And will pass on this information to all I know and use social media to spread the wordThank you for any attention you can give this issue
To Whom It May Concern:
size="3"> The boiler that was
installed is not low end equipment; it is equipped with electronic ignition and
vent damperIt has a five year parts and labor warranty and a limited
lifetime factory warranty on the boiler's vessel
The alleged cost that
Mr*** is quoting is not a real life cost that he perhaps found information
on the internet from a fly by night provider All equipment of this type
not bought from a legitimate wholesaler and dealer causes all factory warranties to be null and void But just for example if we use these numbers and use
standard industry mark up for overhead, profit and warranty reserve cost of
material with proper markup would be $4465.00, add the $for labor, which
is a low number it comes to $add the $emergency service call that
was provided within hours of request on a day with -wind chill and
visibility on Lake Road and the 3% the credit card company charges to process
credit card payment it is quite obvious our price is fair market value, is well
within industry average
We stand by our price
Sincerely yours,
Frederick J M***
President
Empire Heating & Air Conditioning
East Ridge Road
Rochester, NY 585-325-
To Whom It May Concern:
The customer is totally unrealistic in his cost of $
for the equipment installed. He wants
Empire to order equipment over the internet bypassing our local suppliers whom
we have a 50yr relationship with. This
is absurd and I refuse to negotiate against an unrealistic expectation
However in the spirit of compromise I would offer customer
$refund payable on receipt from customer a Letter of Release for any and
all claims Sincerely,
Fred M***
President
One of the best contractors I have ever had the pleasure to work with Spotted multiple CO leaks in gas furnace exhaust, undetected for years and only visible by inspecting with a flexible snake camera Replaced old unit with new efficient one...No pushy sales pitches and very competitive pricing Courteous techs worked through lunch to get the job done as scheduled Empire is now my only choice for HVAC
Revdex.com:
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.
Thank you Revdex.com for this new response. However, again, Empire
Heating has failed to provide me with what I’ve been asking for; now for the ninth time. I want an itemized breakdown of the costs associated with the
installation of the Peerless Boiler & accessories which were installed in
my residence. Providing a breakdown
should not be difficult. I need this to understand what I have paid for and to
support any warranty issues that I may have with the products and service
associated with this installation.
It makes me wonder if Empire is hiding something. Is it the
fact that they may have over charged me and may have taken advantage of me as a
consumer is this situation – or because I trusted Empire to do the right thing
based of recommendations from friends and conversation with their employee – or
because I did not demand a written breakdown of what they were going to provide
before I agreed over the phone while on vacation – or that I was not present
when they performed the diagnosis and installation – or because I was in a bad
situation due to the weather (similar to flood victims or victims of natural
disasters) and was not present to watch every detail of the product and service
provided?
I do not understand why Empire is avoiding my request; other
than to say - to any reasonable person, I have been taken advantage of as a
consumer.
I don’t accept the “compromise” that Empire has offered, I want an itemized breakdown of the costs
associated with the installation as I have been asking for from the beginning
of this dispute.
What I will accept to close this dispute is the itemized
breakdown of costs and the $2000.00 cash refund; I will then provide Empire
with a Letter of Release for any and all claims.
Regards,
[redacted]
Revdex.com:
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.
Thank you Revdex.com for the response. However, again, Empire
Heating has failed to provide me with what I’ve been asking for; now for the
eighth time. I want an itemized
breakdown of the costs associated with the installation of the Peerless Boiler
& accessories which were installed in my residence. Providing a breakdown should not be difficult.
I get an itemized breakdown from [redacted]
when I have health issues; also I get an itemized breakdown from [redacted]
when my car is serviced. This request is not out of the ordinary.
In their letter to the Revdex.com, Empire has again only supplied
one number for the cost. All other costs that they use are from my estimates
for the various other costs. If Empire believes my estimates to be “not real
life costs”, then tell me the costs. This lack of compliance to my request is
completely unacceptable; Empire continues to avoid the primary question I have
been asking with regard to the itemized breakdown of the costs of the boiler and
associated items that have been installed in my home. At this point I believe they are not being truthful about the costs.
I don’t want to get into a contest with Empire; but to
record the facts, I submit the following (attachments of warranties can be
provided as requested);
1. The Peerless Boiler MI-04 is one of the lowest end
boilers that Peerless manufactures. Peerless only has one unit that is lower
which is the MI-03 model, and that unit only provides 60,000 BTUs which is
significantly below the heating capacity necessary for my home. The note that
the MI-04 has an electronic ignition and vent damper is a moot point because
all Peerless Boilers have these items. The fact is that my old boiler had an
electronic ignition and that boiler was almost twenty years old.
2. There is no mention anywhere in the Peerless Warranty of
a five year warranty associated with the Peerless Boiler MI-04. The only item
with a five year warranty is the Honeywell Focus PRO 6000 series programmable
thermostat. This Honeywell warranty is listed in the product documentation;
however, to be enabled the warranty requires the bill of sale and dated proof
of purchase. Since I don’t have an itemized cost breakdown to show proof of
purchase, I do not have an enforceable warranty for the thermostat, if I need to
engage Honeywell because of a defective Focus PRO 6000. (Att-01)
3. Empire tries to cloud the conversation with using
language about “use standard industry mark up for overhead, profit and warranty
reserve cost of material with proper markup” which is just noise. I expect any
business to make a reasonable profit. I don’t want to get into the economics of
Empires’ business but profitability was calculated in my initial estimate for
$4000.00 with the Revdex.com.
4. The Peerless Boiler MI-04 which was installed at my home
can be found at SupplyHouse.com a five star rated seller via Google. Supply
House provides the same warranty mentioned by Empire because it is the Peerless
Manufacturer’s warranty for the boiler; 1 year on the boiler, and Limited
lifetime on the Cast Iron section (Att-02).
The cost from Supply House for this Peerless MI-04 unit is $1819.00 and they
will ship it for free. And Supply House is still making a profit. [redacted]
is a strong company with outstanding Customer Service reviews; otherwise Google
would have dropped them years ago. And
Google is not a fly-by-night company.
5. The comment about the emergency service call was
considered in my initial estimate for $4000.00 when I rounded up the total by
$500.00; however, when I spoke with the Empire Service Tech who made the
initial service call to my home, he said that cost would be waived if I had
Empire install the boiler.
6. Regarding the 3% credit card processing fee, it was
discussed with the Empire Service Tech during the initial service call. I was
asked to pay cash and the bill would be reduced by $200.00 from the total or
use a credit card and pay the higher amount. I chose to use a credit card, so the
processing fee was included in my bill. Empires statement about 3% is just more
noise to confuse the issues.
Empire owes me $2000.00 that they over charged me for this
service, and that’s real life.
Regards,
[redacted]
Empire Heating & Air Conditioing 469 East Ridge Road Rochester, NY 14621 December, 4 2015[Date] [redacted]
[redacted]
[redacted] Dear...
[redacted] Thank you for notifying us of your complaint. We strive to provide our customers with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper department of your complaint. Your patronage is important to us, and in the future we will make sure to not only take care of any warranty issues that arise but we’ll also make sure we send a different technician to take care of these issues. Please send us the bill from other company for review and reimbursement. Thank you again for bringing these matters to our attention. Sincerely, Empire Heating & Air Conditioing 469 East Ridge Road Rochester, NY 14621 President Fred Metzler