TLC Oil Lube Inc.

Petrucci Heating, Cooling & Refrigeration, LL C January 8, To Whom It May Concern, Thank you for giving us the chance to respond to this complaintWe did install a furnace in Ms*** home in through the Weatherization ProgramThis furnace was installed at no charge to
Ms***Ms*** did contact us on January 4th for a no heat situationWe explained to her that the parts in her furnace were still under warranty, but any labor charges incurred needed to be paid by herShe accepted these terms at that timeWe had our technician out the same day to assess her situationHe determined the limit switch had gone bad in the unitThe technician did not have the exact replacement on his truck (and since this was under a parts warranty the direct replacement needed to be installed), so a replacement switch was orderedThe monies charged at that time were for the service call and labor to diagnose her problemUnder circumstances we have the replacement parts shipped to our shop and we return to install them when they arrive, however, in this case we were aware of the financial difficulties of the clientWhile we would have preferred to have our technician out to complete this repair, as a cost saving measure to her, we had the part shipped directly to her home and our technician showed her son how to install the part for when it arrivedThis limit switch is actually a very simple installationIt only involves turning the furnace off at the service switch, and loosening, then tightening two screwsAll of this was explained in detail to the sonHad we returned to Ms***’s residence, she would have needed to pay for our additional labor, just the same as if we would have had the direct replacement part on our truck that day, she would have had to pay the additional labor for installationLabor to install parts is completely separate from labor to diagnose, so the complaint that we would have been double charging her is unfoundedMs*** did call us back on the afternoon of January 4th stating she was not sure if her son could handle replacing the partOur office did explain to her again that we would be happy to come out an install the part when it arrives, but we would need to charge her for our laborMs*** was unhappy with this so it was agreed if her son ran into any problems he could call us and a technician would walk him through it over the phoneIn conclusion, we believe Ms***’s complaint is completely without merit since we cannot be expected to do work for which we will not get paidSincerely, Chris P*** Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The technician told me for his return it would cost me another dollars my son was here and present I have never had anyone charge to bring back a part if they didn't have it this is just beyond my thoughts, He told me he would show my son how to do it to save me dollars I told him at the time he was autistic and he could not retain what he would tellhim, I stated my concern in person and over the phone to the company! If they didn't want to come this far they could have referred me to another dealer It is not right for a company to leave anyone like this I still feel like I was robbed because there was no satisfaction!