Tri-Tech Heating, Inc

March 14, I am responding to Mrs***’s complaint file# *** We installed a new Navien tankless water heater and two hydronic furnaces on 12/22/They have had several repairs due to the water heater parts failures in which we have made repairs over the last yearsI have
included a copy of all the service invoices for your review We try to offer quick repair times but unfortunately very few parts are stocked locally for this unitWe typically have to go back to the factory to get the parts needed which adds to the time for repair You will see that we have tried to do right by the ***’s and have done several repairs at no charge, even as recently as 12/8/in which we replaced the heat exchanger and gas valveThe system had a year labor warranty as per the proposal (included in the documentation)I believe we performed above and beyond what is required and reasonable I am sorry Mrs*** feels that we haven’t treated her situation urgently enoughWhile Mrs*** was in the process of filing this complaint, I was spending over hours of my day trying to find heaters (that I told her I would do) running to different stores and taking them to her rental home, so they would have some temporary heatI understand her frustration with the water heater having several repairs that were requiredThese were not caused by any installation defect, it is a parts failure issue Again, there was only a year warranty, which we have gone way above and beyond to attempt to satisfy this customer Thank you! Jeremy H***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Brenda in the office called me to discuss the large bill I received and how the issue remained unsolved Brenda dropped the second bill which was fair. I felt it was fair to pay for one service call and parts, so we settled on dropping the second bill. She has been paid in
full