My name is James [redacted], I am
the HVAC manager for NRG Home Services in Houston Texas.
I would like to respond to a
complaint lodged against our company by Ms. [redacted]. Revdex.com complaint #
[redacted].
To her 1st point, that we
should provide her with our proprietary information in regards...
to what our
parts, labor, vehicle expense, and various other expenses are, related to our
cost of doing business; no company will ever publish this information to the
public at large due to obvious competitive reasons. Our competitors would
certainly relish the opportunity to obtain such information.
To her 2nd point, that our
field supervisor AG, rudely instructed her to contact the Revdex.com and file a claim
against us is incorrect. We record all phone calls here as a quality control
measure, to ensure that all of our clients are treated fairly. Upon review of
the conversation in question, no such statement was ever made by AG. On the
contrary, Ms. [redacted] threatened AG with Revdex.com action if he did not refund all of
her money. She further accused us of price gouging and threatened to contact
the State Attorney Generals Office. This was threatened, despite the fact that our
Tech presented the pricing to her husband prior to doing the work.
Mrs. [redacted]’s husband signed
the work order and paid the ticket after the work was completed. At any point during the
process, the client could have chosen to reject our offer to perform the work
and procured other estimates, but chose not to.
The client during the phone
conversation, furthermore, made the statement that she did not know whether or
not her unit was working properly and would nevertheless call us out on a
weekly basis in retaliation for her perceived price gouging, and warned us to
get ready what she was going to do to us. Again this is all captured on a
recorded phone line verbatim.
In closing, our position is that
our tech performed a proper diagnosis, at a pre agreed upon price out of his
price book and applied the appropriate Allied Home warranty declared coverage.
We did not price gouge or
treat this customer disrespectfully at any point, and do not frankly understand
what her issues are with our Company, other than she feels our prices are too
high, which historically they have been shown to be well within the market
range of all of the other substantial
Companies in the region.
In addition, we offer a 365
low price match guarantee as long as the competing Company falls within the
guidelines of a store front business and several other qualifying criteria such
as parts, licenses, written estimates etc.
Sincerely,James [redacted]
HVAC Manager
Houston Division
NRG Home Services
I do have one correction to Ms. [redacted]'s summary of our offer. Her Warranty benefit of $1503 brought her out of pocket on a condenser/coil combination to $3776. An additional discount authorized by management in the amount of $1276 reduced her responsibility to $2500. This brings the benefit on her claim to $2779. Please see the attached estimate for details.If Ms. [redacted] has any further questions, she has my contact information as well as that of Gloria DeLeon. Thank you,Theresa [redacted]Resolutions Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. NRG Home Services admits that they were not able to perform the service. However, they fail to recognize that on multiple occasions they promised to complete the service. They coupled the refund with the completion of the service when the refund was offered. One of their representatives referred to the refund as a “first step”. From February to May, NRG Home Services attempted to complete the job as promised but was unable to due to a license issue. As seen in Attachment 1, Roxana T[redacted] states the following:“I spoke to my Operations manager, and we all collectively agreed that a full refund of the $2880.00 for the termite treatment, as well as the initial inspection of $75.00 was the first step. You paid with a credit card, so we will be refunding that same credit card. Secondly, I know you had concerns with the closets not being sprayed, and the holes not being patched properly, as well as questions about the garage area that was treated. I would like to send a Pest Specialist out there to answer any and all questions, and take care of any additional items left unfinished. If you are available today, or at this point anytime you need, I will gladly schedule you. My direct line is [redacted], please do not hesitate to call me at your earliest convenience. I know this process hasn’t been pleasant for you, to say the least, but my job is to ensure you are at the very least satisfied with the resolution we are providing for you, and despite the delay in getting one to you, I hope we can finally finish this job and get you taken care of.”She indicated that the refund was the first step in making this right and verbally confirmed that the NRG Home Services would still honor the contract. She goes on to acknowledge the holes not being patched properly and the other areas that were not treated and that there were items left unfinished. She closes by saying that she wants to “finish this job and get you taken care of.” This is not the communication from a company that was simply refunding the transaction amount, and the subsequent actions show that NRG Home Services intended to continue to honor the original contract and complete the job. For example, on On March 2, 2016, NRG Home Services sent Judy L[redacted] to inspect the work and note the areas that were not sprayed originally. This was NRG Home Services [redacted]. In this, Judy noted that the exterior windows failed inspection. Another example of NRG Home Services commitment to complete the service is seen in March in Attachment 2, Roxana T[redacted] states the following on March 3, 2016:“As we mentioned before, due to out (sic) termite license process being on hold (one of the reasons we refunded your payment, amongst other reasons of course), it will take about 2 weeks for us to be able to return and complete the treatment. If for whatever reason, we get the license issues straightened out before the 2 weeks, I will call you immediately to set it up.”This willingness to complete the original service was still seen in May. A follow up appointment was scheduled for May 13th. On May 13th, a call was received from Robert K[redacted] by Selma [redacted] at 3:30pm. Mr. K[redacted] indicated that NRG Home Services did not possess the license required to perform the service and consequently could not complete the job. Mr. K[redacted] stated that another company ([redacted]) would complete the job at no charge to her.It wasn’t until June 10 that NRG Home Services asserted that they would not pay for the additional treatment required to complete the job as they promised in email on February 19th. NRG Home Services is unable to complete the service as promised on February 19th and March 3rd due to their continued issues with the license. Therefore, the only way to complete the job is to have a licensed treatment company complete the work. This is why we are requesting $1677.88.Alternatively, we would ask NRG Home Services restore our home to the original state before they drilled the holes into the wall. This would require spackling and repainting all of the interior walls as these were damaged as part of the termite treatment process. This would restore us to the original state.Regards,[redacted]
Thank you for giving me the opportunity to address [redacted]’s concerns regarding his recent service visit from NRG Home Services. I am sorry for any confusion he was caused regarding the work performed at his residence and the charges for that work. NRG Home Services does not charge an hourly...
rate for most services. We have determined a fair price based on the average cost of performing routine repairs and replacements.
On April 24, 2015, I had the pleasure of speaking with [redacted] regarding the replacement of his Thermal Expansion Valve (TXV) and explained our pricing structure for services. [redacted] had a [redacted] system under manufacturer’s warranty. The TXV was covered by that warranty. When a part is covered under manufacturer’s warranty, rather than charge an hourly rate for labor, NRG Home Services deducts 50% of the total cost of replacement from the standard flat rate fee. This is reflected in the $275 credit applied to the replacement on his invoice.
Whenever a technician opens the unit, as was required in the replacement of the TXV, he must also replace a the liquid line drier. This is a manufacturer’s requirement, to prevent any debris that might have been caused in the course of the installation from causing damage to that system later. Even though it was necessary to replace this part, it was covered neither by [redacted] nor by his home warranty company. We charged a flat right of $575.00 for the installation of the part that we supplied.
In the course of our conversation, [redacted] brought up his doubts regarding our service technician’s diagnosis. I fully understand his concern, and as a show of good faith we have extended the warranty on the labor and NRGHS-supplied part to six months.
I trust that this matter has been resolved to his satisfaction; but should he require additional assistance, I hope that he will contact NRG Home Services directly. We greatly value the trust of our clients and will do everything we can to meet his expectations.
Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
It doesn't matter what I say at this point. I cancelled the warranty with Allied/NRG since they are the same people. I have a new warranty company, that I could find a few good reviews on. I guess it's my fault for not doing my due diligence in finding a reputable company! Read the reviews, they are all bad and now I know why!Very Unsatisfied Customer, along with every other customer Allied/NRG has![redacted]
Tell us why here...Thank you for the additional details. In the email of February 19, 2016, Roxana T[redacted] stated, "I would like to send a Pest Specialist out there to answer any and all questions, and take care of any additional items left unfinished." It appears the the [redacted]s have interpreted this to be an offer to pay for services, when in fact it was an offer for referral, to save them the trouble of shopping for a new company. We did send a team at no charge to provide a quote for services. I have not yet found sufficient documentation to obligate NRG Home Services to the payment of $1677.88. I will do some additional investigation into this matter. To begin with, I will search our call logs for a recording of the conversation Mrs. [redacted] had with Robert K[redacted] as he does not recall offering to pay for termite treatment in addition to the refund for our contract. Secondly, I will want to verify how much of the damage to the home's interior would not have occured without our technician on the premises, if possible. If I can find substancial support, I will review the request for remediation and additional reimbursement.My advice is that during this period, if they have not yet begun treatment with Orkin, that they do so. Even if reimbursement is authorized, it would not come without proof of purchase. I appreciate the [redacted]'s patience in this matter and provide an update to them no later than September 9, 2016.Thank you,Theresa B[redacted]
Thank you very much for notifying us of Ms. [redacted]’ concerns. We are sorry that she found it necessary to bring this matter to the Revdex.com and have reached out to her for resolution.
We were first notified that Ms. [redacted] needed assistance at 5:40 PM on Saturday, August 8, 2015....
The Home Maintenance Plan, which extended the labor warranty on Ms. [redacted]’ installation from one year to as much as three, is a subscription program that must be renewed annually to remain in effect. After the first year, the client did not renew the plan; therefore there was no labor warranty in effect when she called for service.
It is true that the agent she spoke with at that time was unable to verify this information at the time of the initial service call. This is due to the fact that our database had been completely replaced in 2014, and while most of the information from our old system carried over into the new program, history regarding the client’s Home Maintenance Plan was not. Access to that information required the presence of a manager with an active login to the legacy database, and none would be available until our administrative offices opened again the following Monday.
It is documented that we received two calls from the [redacted] family on Monday, August 10, 2015. The first time was before 9 am. The agent who took Mr. [redacted]’ call offered to call a manager. The client declined and insisted on immediate service. The agent then offered to place their request on the emergency call board; however, Mr. [redacted] refused this as it would incur an emergency fee of $120 to guarantee same-day service. Mr. [redacted] concluded that call by stating that he would contact another company to provide service.
The second call came at 4:45 PM that day. Ms. [redacted] requested again to speak to a manager. Her information was forwarded to James [redacted] to address her concerns. We apologize that her call was not returned as of the date of her complaint with the Revdex.com.
We take great care to ensure that our service technicians are highly qualified and in compliance with all federal, state, and local regulatory guidelines for their service industries. Our terms of employment include ongoing training updates and supervision by a responsible master technician. We take all claims of mishandling by our technicians very seriously.
James [redacted] has reached out to Ms. [redacted] to discuss the recent diagnosis of her AC system. Even though we were unable to establish liability for damage in this case, we are offering the requested reimbursement of $1500 out of respect for the [redacted] family’s time and inconvenience in this matter. We trust that this resolves their complaint and wish them the best for the future.
Sincerely,NRG Home Services
Thank you for handling this matter and I appreciate receiving a response from the Company. It is unfortunate that I had to bring it to the Revdex.com (my first time utilizing this system) however we did not receive a response from the Company until after doing so. It is also unfortunate they chose to respond in the manner in which they did. Not only does it include irrelevant and misstated facts regarding the situation but there is no sense of responsibility nor regard for customer service. I feel other consumers should be made aware of such situations when looking for Companies to service their needs. For a Company that takes great care to ensure their service technicians are highly qualified and takes all claims of mishandling by technicians very seriously, as stated in their response, it is disappointing to see how that was not done in our case. I can only hope they take the necessary measures to rectify that for future customers. And yes, they were unable to establish liability for damage but were provided with several opportunities. Thank you again for your time and assistance and we wish the best for our future too.[redacted]
2/28/17Revdex.com Case – [redacted]In regards to Mr. [redacted]’s complaint, we initially went out to his home due to a furnace issue he was experiencing. He explained that his furnace was not heating properly. Upon arrival to the client’s property, our technician noticed that the client had some wires that...
riddled with code violations. Our technician informed the owner that we could not perform any work on the unit due to safety reasons and hazardous conditions that may occur. Our technician then condemned the furnace, turned the gas valve off, (for safety reasons) and left a DO NOT OPERATE tag on the furnace for heat. We made sure to express the severity to the client while advising that the AC would be affected if the furnace was inoperable. As dissatisfied as Mr. [redacted] was, we expressed the severe urgency of purchasing a new unit, not as a sale, but to keep his property safe. We did reimburse as a Goodwill in the amount of $243.00 in addition to waiving his $65.00 Service Fee, however, we advised the homeowner multiple times of the condition of his existing unit. We realize that discontent of the outcome and thrive on quality service; however, we at NRG also want to ensure the safety of our customers even if it means not touching a unit that could possibly be detrimental.
My name is James [redacted], I am
the HVAC manager for NRG Home Services in Houston Texas.
I would like to respond to a
complaint lodged against our company by Ms. [redacted]. Revdex.com complaint #
[redacted].
To her 1st point, that we
should provide her with our proprietary information in regards...
to what our
parts, labor, vehicle expense, and various other expenses are, related to our
cost of doing business; no company will ever publish this information to the
public at large due to obvious competitive reasons. Our competitors would
certainly relish the opportunity to obtain such information.
To her 2nd point, that our
field supervisor AG, rudely instructed her to contact the Revdex.com and file a claim
against us is incorrect. We record all phone calls here as a quality control
measure, to ensure that all of our clients are treated fairly. Upon review of
the conversation in question, no such statement was ever made by AG. On the
contrary, Ms. [redacted] threatened AG with Revdex.com action if he did not refund all of
her money. She further accused us of price gouging and threatened to contact
the State Attorney Generals Office. This was threatened, despite the fact that our
Tech presented the pricing to her husband prior to doing the work.
Mrs. [redacted]’s husband signed
the work order and paid the ticket after the work was completed. At any point during the
process, the client could have chosen to reject our offer to perform the work
and procured other estimates, but chose not to.
The client during the phone
conversation, furthermore, made the statement that she did not know whether or
not her unit was working properly and would nevertheless call us out on a
weekly basis in retaliation for her perceived price gouging, and warned us to
get ready what she was going to do to us. Again this is all captured on a
recorded phone line verbatim.
In closing, our position is that
our tech performed a proper diagnosis, at a pre agreed upon price out of his
price book and applied the appropriate Allied Home warranty declared coverage.
We did not price gouge or
treat this customer disrespectfully at any point, and do not frankly understand
what her issues are with our Company, other than she feels our prices are too
high, which historically they have been shown to be well within the market
range of all of the other substantial
Companies in the region.
In addition, we offer a 365
low price match guarantee as long as the competing Company falls within the
guidelines of a store front business and several other qualifying criteria such
as parts, licenses, written estimates etc.
Sincerely,James [redacted]
HVAC Manager
Houston Division
NRG Home Services
I do have one correction to Ms. [redacted]'s summary of our offer. Her Warranty benefit of $1503 brought her out of pocket on a condenser/coil combination to $3776. An additional discount authorized by management in the amount of $1276 reduced her responsibility to $2500. This brings the benefit on her claim to $2779. Please see the attached estimate for details.If Ms. [redacted] has any further questions, she has my contact information as well as that of Gloria DeLeon. Thank you,Theresa [redacted]Resolutions Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. NRG Home Services admits that they were not able to perform the service. However, they fail to recognize that on multiple occasions they promised to complete the service. They coupled the refund with the completion of the service when the refund was offered. One of their representatives referred to the refund as a “first step”. From February to May, NRG Home Services attempted to complete the job as promised but was unable to due to a license issue. As seen in Attachment 1, Roxana T[redacted] states the following:“I spoke to my Operations manager, and we all collectively agreed that a full refund of the $2880.00 for the termite treatment, as well as the initial inspection of $75.00 was the first step. You paid with a credit card, so we will be refunding that same credit card. Secondly, I know you had concerns with the closets not being sprayed, and the holes not being patched properly, as well as questions about the garage area that was treated. I would like to send a Pest Specialist out there to answer any and all questions, and take care of any additional items left unfinished. If you are available today, or at this point anytime you need, I will gladly schedule you. My direct line is [redacted], please do not hesitate to call me at your earliest convenience. I know this process hasn’t been pleasant for you, to say the least, but my job is to ensure you are at the very least satisfied with the resolution we are providing for you, and despite the delay in getting one to you, I hope we can finally finish this job and get you taken care of.”She indicated that the refund was the first step in making this right and verbally confirmed that the NRG Home Services would still honor the contract. She goes on to acknowledge the holes not being patched properly and the other areas that were not treated and that there were items left unfinished. She closes by saying that she wants to “finish this job and get you taken care of.” This is not the communication from a company that was simply refunding the transaction amount, and the subsequent actions show that NRG Home Services intended to continue to honor the original contract and complete the job. For example, on On March 2, 2016, NRG Home Services sent Judy L[redacted] to inspect the work and note the areas that were not sprayed originally. This was NRG Home Services [redacted]. In this, Judy noted that the exterior windows failed inspection. Another example of NRG Home Services commitment to complete the service is seen in March in Attachment 2, Roxana T[redacted] states the following on March 3, 2016:“As we mentioned before, due to out (sic) termite license process being on hold (one of the reasons we refunded your payment, amongst other reasons of course), it will take about 2 weeks for us to be able to return and complete the treatment. If for whatever reason, we get the license issues straightened out before the 2 weeks, I will call you immediately to set it up.”This willingness to complete the original service was still seen in May. A follow up appointment was scheduled for May 13th. On May 13th, a call was received from Robert K[redacted] by Selma [redacted] at 3:30pm. Mr. K[redacted] indicated that NRG Home Services did not possess the license required to perform the service and consequently could not complete the job. Mr. K[redacted] stated that another company ([redacted]) would complete the job at no charge to her.It wasn’t until June 10 that NRG Home Services asserted that they would not pay for the additional treatment required to complete the job as they promised in email on February 19th. NRG Home Services is unable to complete the service as promised on February 19th and March 3rd due to their continued issues with the license. Therefore, the only way to complete the job is to have a licensed treatment company complete the work. This is why we are requesting $1677.88.Alternatively, we would ask NRG Home Services restore our home to the original state before they drilled the holes into the wall. This would require spackling and repainting all of the interior walls as these were damaged as part of the termite treatment process. This would restore us to the original state.Regards,[redacted]
Thank you for giving me the opportunity to address [redacted]’s concerns regarding his recent service visit from NRG Home Services. I am sorry for any confusion he was caused regarding the work performed at his residence and the charges for that work. NRG Home Services does not charge an hourly...
rate for most services. We have determined a fair price based on the average cost of performing routine repairs and replacements.
On April 24, 2015, I had the pleasure of speaking with [redacted] regarding the replacement of his Thermal Expansion Valve (TXV) and explained our pricing structure for services. [redacted] had a [redacted] system under manufacturer’s warranty. The TXV was covered by that warranty. When a part is covered under manufacturer’s warranty, rather than charge an hourly rate for labor, NRG Home Services deducts 50% of the total cost of replacement from the standard flat rate fee. This is reflected in the $275 credit applied to the replacement on his invoice.
Whenever a technician opens the unit, as was required in the replacement of the TXV, he must also replace a the liquid line drier. This is a manufacturer’s requirement, to prevent any debris that might have been caused in the course of the installation from causing damage to that system later. Even though it was necessary to replace this part, it was covered neither by [redacted] nor by his home warranty company. We charged a flat right of $575.00 for the installation of the part that we supplied.
In the course of our conversation, [redacted] brought up his doubts regarding our service technician’s diagnosis. I fully understand his concern, and as a show of good faith we have extended the warranty on the labor and NRGHS-supplied part to six months.
I trust that this matter has been resolved to his satisfaction; but should he require additional assistance, I hope that he will contact NRG Home Services directly. We greatly value the trust of our clients and will do everything we can to meet his expectations.
Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
It doesn't matter what I say at this point. I cancelled the warranty with Allied/NRG since they are the same people. I have a new warranty company, that I could find a few good reviews on. I guess it's my fault for not doing my due diligence in finding a reputable company! Read the reviews, they are all bad and now I know why!Very Unsatisfied Customer, along with every other customer Allied/NRG has![redacted]
Tell us why here...Thank you for the additional details. In the email of February 19, 2016, Roxana T[redacted] stated, "I would like to send a Pest Specialist out there to answer any and all questions, and take care of any additional items left unfinished." It appears the the [redacted]s have interpreted this to be an offer to pay for services, when in fact it was an offer for referral, to save them the trouble of shopping for a new company. We did send a team at no charge to provide a quote for services. I have not yet found sufficient documentation to obligate NRG Home Services to the payment of $1677.88. I will do some additional investigation into this matter. To begin with, I will search our call logs for a recording of the conversation Mrs. [redacted] had with Robert K[redacted] as he does not recall offering to pay for termite treatment in addition to the refund for our contract. Secondly, I will want to verify how much of the damage to the home's interior would not have occured without our technician on the premises, if possible. If I can find substancial support, I will review the request for remediation and additional reimbursement.My advice is that during this period, if they have not yet begun treatment with Orkin, that they do so. Even if reimbursement is authorized, it would not come without proof of purchase. I appreciate the [redacted]'s patience in this matter and provide an update to them no later than September 9, 2016.Thank you,Theresa B[redacted]
Thank you very much for notifying us of Ms. [redacted]’ concerns. We are sorry that she found it necessary to bring this matter to the Revdex.com and have reached out to her for resolution.
We were first notified that Ms. [redacted] needed assistance at 5:40 PM on Saturday, August 8, 2015....
The Home Maintenance Plan, which extended the labor warranty on Ms. [redacted]’ installation from one year to as much as three, is a subscription program that must be renewed annually to remain in effect. After the first year, the client did not renew the plan; therefore there was no labor warranty in effect when she called for service.
It is true that the agent she spoke with at that time was unable to verify this information at the time of the initial service call. This is due to the fact that our database had been completely replaced in 2014, and while most of the information from our old system carried over into the new program, history regarding the client’s Home Maintenance Plan was not. Access to that information required the presence of a manager with an active login to the legacy database, and none would be available until our administrative offices opened again the following Monday.
It is documented that we received two calls from the [redacted] family on Monday, August 10, 2015. The first time was before 9 am. The agent who took Mr. [redacted]’ call offered to call a manager. The client declined and insisted on immediate service. The agent then offered to place their request on the emergency call board; however, Mr. [redacted] refused this as it would incur an emergency fee of $120 to guarantee same-day service. Mr. [redacted] concluded that call by stating that he would contact another company to provide service.
The second call came at 4:45 PM that day. Ms. [redacted] requested again to speak to a manager. Her information was forwarded to James [redacted] to address her concerns. We apologize that her call was not returned as of the date of her complaint with the Revdex.com.
We take great care to ensure that our service technicians are highly qualified and in compliance with all federal, state, and local regulatory guidelines for their service industries. Our terms of employment include ongoing training updates and supervision by a responsible master technician. We take all claims of mishandling by our technicians very seriously.
James [redacted] has reached out to Ms. [redacted] to discuss the recent diagnosis of her AC system. Even though we were unable to establish liability for damage in this case, we are offering the requested reimbursement of $1500 out of respect for the [redacted] family’s time and inconvenience in this matter. We trust that this resolves their complaint and wish them the best for the future.
Sincerely,NRG Home Services
Thank you for handling this matter and I appreciate receiving a response from the Company. It is unfortunate that I had to bring it to the Revdex.com (my first time utilizing this system) however we did not receive a response from the Company until after doing so. It is also unfortunate they chose to respond in the manner in which they did. Not only does it include irrelevant and misstated facts regarding the situation but there is no sense of responsibility nor regard for customer service. I feel other consumers should be made aware of such situations when looking for Companies to service their needs. For a Company that takes great care to ensure their service technicians are highly qualified and takes all claims of mishandling by technicians very seriously, as stated in their response, it is disappointing to see how that was not done in our case. I can only hope they take the necessary measures to rectify that for future customers. And yes, they were unable to establish liability for damage but were provided with several opportunities. Thank you again for your time and assistance and we wish the best for our future too.[redacted]
2/28/17Revdex.com Case – [redacted]In regards to Mr. [redacted]’s complaint, we initially went out to his home due to a furnace issue he was experiencing. He explained that his furnace was not heating properly. Upon arrival to the client’s property, our technician noticed that the client had some wires that...
riddled with code violations. Our technician informed the owner that we could not perform any work on the unit due to safety reasons and hazardous conditions that may occur. Our technician then condemned the furnace, turned the gas valve off, (for safety reasons) and left a DO NOT OPERATE tag on the furnace for heat. We made sure to express the severity to the client while advising that the AC would be affected if the furnace was inoperable. As dissatisfied as Mr. [redacted] was, we expressed the severe urgency of purchasing a new unit, not as a sale, but to keep his property safe. We did reimburse as a Goodwill in the amount of $243.00 in addition to waiving his $65.00 Service Fee, however, we advised the homeowner multiple times of the condition of his existing unit. We realize that discontent of the outcome and thrive on quality service; however, we at NRG also want to ensure the safety of our customers even if it means not touching a unit that could possibly be detrimental.