Tri-City Heating & Cooling

[redacted] is in fact a tenant in the property and is not the property ownerThe owner of the property has been contacted and is satisfied with the repair on the water heaterThe water heater was repaired on 7/8/at no cost to the property ownerThere are always managers available for customers to speak with, and I am not sure why the tenant is attempting to contact the owners wife at her home or mentioning her in the complaint, as she does not work at Tri-CityPlease let us know if anything else needs to be addressed but as far as we know, the heater is fixed, the owner of the property is happy, and we are working on other projects with himThank you

As you would find with any servicer we charge a diagnosis/ trip charge plus parts and labor for the repairThe first day the unit was cycled multiple times and showed no issues at the time of serviceSometimes these problems can be tough to diagnose if they are not present when we are at the homeAt that time our technician signed you up for our maintenance contract so that you would receive the benefit of yearly maintenance, priority service, no trip charge and discounted pricing in lieu of just paying the trip chargeWe scheduled the return visit immediately the next morning when we learned from you that your heat was out againWith your help of writing down the error code when it was malfunctioning we were able to discover that you were having an intermittent issue with the pressure switch circuitAt that point we ordered the part and gave you the quote for labor to complete the repair, as is business practice in the tradeUnfortunately, my techs are not able to carry every part for every furnace that we work on, so we carry as many universal and oem parts as we can so that we can try and fix the units in one visit as we understand that being without heat for any amount of time is very frustratingWhen you called, upset that you had to pay for the repair, I gave you the option of a refund so that you can call another company that may suit your needs better because I cannot do work for freeI was calm, understanding and merely trying to present you with as many choices as possible so you could make the most informed decision for youNever once did I say " if you dont like it you can take your business elsewhere"That being said, your repair was completed at no additional charge and I will be refunding all money you have spent with us so far

Mr [redacted] It is Tri-City’s full intention to repair your boiler so that it operates quietly, reliably, and efficiently over the course of its lifeAs you’ve discussed with our General Manager we are returning with a factory specialist from your boilers manufacturerDuring this visit we aim to pinpoint the exact cause behind your boilers operating issues and rectify it promptlyWe understand that you have lost trust in the boiler however if we simply replace it without addressing the gas line you will continue to have the same issuesTri-City guarantees 100% satisfaction and wholly intends to make this right

Mr [redacted] ,We spoke this morning at 8:am and you brought your concerns to my attentionAs the job was only yesterday I advised you that I needed to get the technicians paperwork, speak with my technician to get the full story look into the status of the partBefore we got off the phone you gave me your home number, and cell and I confirmed with you that you would not be leaving your home for work before amAs such, I promised you that I would call by 10:am, today 3/17/By the time I called at 9:am you had already left your homeAt this point I was informed that you had already left for work and would be there by around 10:amI called and left a message at your work number Ext [redacted] at 9:am so that would receive my message as soon as you arrived and we could resolve this As far as the misdiagnosis goes, you seem to have some facts mixed upThe source of the issue is the pressure switch and there is nothing wrong with the technicians meterWe left the home yesterday, picked up the control and returned to install it the very same day when you had left for workOnce we returned and installed the board is when we found that the pressure switch was the true cause of the issues you are experiencingIt was a simple mistake that I am doing everything I can to rectify this for you Your part is going to be arriving tomorrow afternoon and you are completely covered for this breakdown so the voided check will be returned and you will not be required to pay a dimeI also feel that I should mention that I did offer to bring more space heaters to your tenants today to get them by until we can return and install the part tomorrowIn addition, you had originally called for emergency service on Saturday 3/14/at 2:pm and told my technician that you did not want to pay the emergency fee and that your tenants can wait until Monday for serviceIf you would like I can attach a picture of your voided check so there is no confusionPLEASE return my call so that together, we can put this to bed [redacted] is my direct line.- [redacted] Heating and Cooling Service Manager

Dear Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution, IF they actually comply with it, is satisfactory to me I have attached documents with the proof they requested:Model and Serial Number [redacted] Receipt showing the purchase date of 9/16/14.Please provide them with these documents, so they can cancel this bill, as they said they would Thanks very much for your help with this matter Sincerely, [redacted]

[redacted] , I'm sorry that you had a less than excellent experience with Tri-CityIt is our goal to ensure that every client we visit has an exceptional outcomeHowever, I do feel that it is necessary to mention that the technician responsible was sent back as the first appointment the very next day to rectify the situation and that once he was done your water heater was back up and running and the oil was effectively cleaned up from the leakIn addition, the flush of the water heater has nothing to do with the system leaking oil and shutting down as the oil lines got air in them from the oil leaking outAs you mentioned, the cost for flushing out the system was about $and the cost of the maintenance, $Therefore I believe it is fair to issue a refund of $or $plus tax rather than the entire amountI have authorized this refund already and you should be receiving it shortly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, agree that the matter has been resolved and will forward the answer to the homeowner
Sincerely,
*** ***

Mr*** ***,
Firstly, we would like to thank you for reaching out to us
with your concerns and we would like you to know that these worries are
extremely important to usWe would like to address the trepidations you have
presented to us one at a time
Upon completing the installation
we left the old boiler and
water tank in the basement next to the new boiler as you requestedWhatever
happened after we left is beyond us and you were not at the home when the job was complete
The holes that were left in the chimney were the result of
removing the old boilerThese holes were capped with sheet metal capsThe
caps were then cemented to the chimney to protect from outside air, moisture, and/or animals entering the house through the chimneyThis is standard
procedure
The tank that is
piped in near the floor is an air tank to relieve boiler pressureThe tank
needs to be placed according to the piping diagram of the boiler and the
existing piping in the homeThe current positioning of the expansion tank is
correct based on the existing pipingMoving the expansion tank would require a
significant amount of re-piping, time and material
We pull permits on every job we installThe paper copy of
the permit is mailed to usThe homeowner is able to retrieve a copy of the
building permit at any time from the city building departmentAll permits
require a final inspection in order to be closed outThe homeowner needs to be
present at the time of the inspection so they are required to call and set up
the inspection.
The rebate is a consumer rebateWe often facilitate getting
the rebates to our customers but the homeowner is ultimately responsible for
submitting all necessary paperwork to the State
I hope this has helped in resolving your misgivings

Mr*** ***,
We completely
understand your displeasure stemming from the bill we sent to youIt is not
our intention or
business practice to act deceitful and have you pay for
something that is not your responsibilityThe situation we ran into is that the
model and serial numbers sent to us from the manufacturer states your machine
was purchased 7/17/2013; which would mean your washer is well out of the one-year
manufacturer’s warranty
Fortunately,
there is a simple solution to this! We would be happy to eliminate the bill if
you could get us some basic information from your washerWe simply need your
model number, serial number, and a copy of your receipt to submit this claim
under the one-year manufacturer’s warrantyPlease advise of a good time and
day that we can reach you by phone to help you facilitate the retrieval of this
information and resolve your concerns
Thanks for
your cooperation and understanding!

Mr*** ***
It is Tri-City’s full intention
to repair your boiler so that it operates quietly, reliably, and efficiently
over the course of its lifeAs you’ve discussed with our
General Manager we
are returning with a factory specialist from your boilers manufacturerDuring
this visit we aim to pinpoint the exact cause behind your boilers operating
issues and rectify it promptlyWe understand that you have lost trust in the
boiler however if we simply replace it without addressing the gas line you will
continue to have the same issuesTri-City guarantees 100% satisfaction and
wholly intends to make this right

Mr*** ***,
We completely
understand your displeasure stemming from the bill we sent to youIt is not
our intention or business practice to act deceitful and have you pay for
something that is not your responsibilityThe situation we ran into is that the
model and serial numbers
sent to us from the manufacturer states your machine
was purchased 7/17/2013; which would mean your washer is well out of the one-year
manufacturer’s warranty
Fortunately,
there is a simple solution to this! We would be happy to eliminate the bill if
you could get us some basic information from your washerWe simply need your
model number, serial number, and a copy of your receipt to submit this claim
under the one-year manufacturer’s warrantyPlease advise of a good time and
day that we can reach you by phone to help you facilitate the retrieval of this
information and resolve your concerns
Thanks for
your cooperation and understanding!

As you would find with any servicer we charge a diagnosis/ trip charge plus parts and labor for the repairThe first day the unit was cycled multiple times and showed no issues at the time of serviceSometimes these problems can be tough to diagnose if they are not present when we are
at the homeAt that time our technician signed you up for our maintenance contract so that you would receive the benefit of yearly maintenance, priority service, no trip charge and discounted pricing in lieu of just paying the trip chargeWe scheduled the return visit immediately the next morning when we learned from you that your heat was out againWith your help of writing down the error code when it was malfunctioning we were able to discover that you were having an intermittent issue with the pressure switch circuitAt that point we ordered the part and gave you the quote for labor to complete the repair, as is business practice in the tradeUnfortunately, my techs are not able to carry every part for every furnace that we work on, so we carry as many universal and oem parts as we can so that we can try and fix the units in one visit as we understand that being without heat for any amount of time is very frustratingWhen you called, upset that you had to pay for the repair, I gave you the option of a refund so that you can call another company that may suit your needs better because I cannot do work for freeI was calm, understanding and merely trying to present you with as many choices as possible so you could make the most informed decision for youNever once did I say " if you dont like it you can take your business elsewhere"That being said, your repair was completed at no additional charge and I will be refunding all money you have spent with us so far

*** ***,
I'm sorry that you had a less than excellent experience with Tri-CityIt is our goal to ensure that every client we visit has an exceptional outcomeHowever, I do feel that it is necessary to mention that the technician responsible was sent back as the first appointment
the very next day to rectify the situation and that once he was done your water heater was back up and running and the oil was effectively cleaned up from the leakIn addition, the flush of the water heater has nothing to do with the system leaking oil and shutting down as the oil lines got air in them from the oil leaking outAs you mentioned, the cost for flushing out the system was about $and the cost of the maintenance, $Therefore I believe it is fair to issue a refund of $or $plus tax rather than the entire amountI have authorized this refund already and you should be receiving it shortly

Complaint: ***
I am rejecting this response because:the repair HAS NOT been completed at no additional charge as statedI'm not sure why you stated this in your response to the complaintIt is clearly not trueWe have not spoken to anyone from Tri City since Dec You are more than welcome to send one of your service guys to install the part that was orderedPlease contact us to set up a date and time that you will come outLuckily, the weather has been relatively mild as our furnace is still not functioning properly as stated in our last responseKnowing how to reset the switch has helped for the past weekHowever, the problem is not fixedJust to clarify I also have all paperwork of the date the new furnace was installedIt is a few weeks shy of years
Sincerely,
*** *** *** ***

Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, IF they actually comply with it, is satisfactory to me.
I have attached documents with the proof they requested:Model and Serial Number*** *** Receipt showing the purchase date of 9/16/14.Please provide them with these documents, so they can cancel this bill, as they said they would. Thanks very much for your help with this matter
Sincerely,
*** ***

Tri-City does not actually sell any parts for heating and hot waterWhat sort of resolution is the tenant looking for at this point, since the unit has been repaired and is working properly? Please adviseThank you

Yes! Service technician came out last Friday and replaced the switch. As of now, furnace seems to be functioning properly.  Thank you so much. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Mr. [redacted],
Firstly, we would like to thank you for reaching out to us
with your concerns and we would like you to know that these worries are
extremely important to us. We would like to address the trepidations you have
presented...

to us one at a time.
Upon completing the installation we left the old boiler and
water tank in the basement next to the new boiler as you requested. Whatever
happened after we left is beyond us and you were not at the home when the job was complete.
The holes that were left in the chimney were the result of
removing the old boiler. These holes were capped with sheet metal caps. The
caps were then cemented to the chimney to protect from outside air, moisture, and/or animals entering the house through the chimney. This is standard
procedure.
 The tank that is
piped in near the floor is an air tank to relieve boiler pressure. The tank
needs to be placed according to the piping diagram of the boiler and the
existing piping in the home. The current positioning of the expansion tank is
correct based on the existing piping. Moving the expansion tank would require a
significant amount of re-piping, time and material.
We pull permits on every job we install. The paper copy of
the permit is mailed to us. The homeowner is able to retrieve a copy of the
building permit at any time from the city building department. All permits
require a final inspection in order to be closed out. The homeowner needs to be
present at the time of the inspection so they are required to call and set up
the inspection. 
The rebate is a consumer rebate. We often facilitate getting
the rebates to our customers but the homeowner is ultimately responsible for
submitting all necessary paperwork to the State.
I hope this has helped in resolving your misgivings.

[redacted] is in fact a tenant in the property and is not the property owner. The owner of the property has been contacted and is satisfied with the repair on the water heater. The water heater was repaired on 7/8/14 at no cost to the property owner. There are always managers available for...

customers to speak with, and I am not sure why the tenant is attempting to contact the owners wife at her home or mentioning her in the complaint, as she does not work at Tri-City. Please let us know if anything else needs to be addressed but as far as we know, the heater is fixed, the owner of the property is happy, and we are working on other projects with him. Thank you.

Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, IF they actually comply with it, is satisfactory to me.  
I have attached 2 documents with the proof they requested:1. Model and Serial Number2. [redacted] Receipt showing the purchase date of 9/16/14.Please provide them with these documents, so they can cancel this bill, as they said they would.  Thanks very much for your help with this matter.
Sincerely, [redacted]