January 2, 2015Re: complaint [redacted] To whom it may concern,This letter is in response to the above mentioned complaint sent in from Mr [redacted] on December 23,Thank you for bringing this concern to our attention and as always we welcome the opportunity tocorrect what we may have caused.We have no discrepancy in regards to the dates mentioned and the situations that arose and thisincludes the issue mentioned from as well as December 2b, We have worked diligently toprovide well established procedures to prevent these types of occurrences and I apologize that we leftMr [redacted] without heat after the recent service, unfortunately these things will happen from time totime and what we do is try and have the best practices possible in place to reduce them from occurringand to respond as quickly as possible when they do.The disconnected sensor mentioned by Mr [redacted] is unusual because the final steps of a furnacemaintenance is to operate the furnace before we leave to verify proper operation and measuretemperatures once the calibrations were completedWhen Mr [redacted] called us back to tell us thefurnace was not working he was told that there would be no charge to come back out, however if therewere any faulty parts that those could be chargeableAn appointment was scheduled to come back thatevening at no charge and arrangements were made, however minutes after the appointment wasmade Mr [redacted] called back to cancel indicating that he had gotten the furnace workingOur warrantydoes provide a no charge return trip for days after service just in case of situations like this, howeverthis was not necessary as Mr [redacted] did cancel.Our representative who handled Mr***'s phone call could have made a better effort to clarify thewarranty as well as placing a higher priority level on the urgency of the situation and made attempts toresolve this soonerI am not satisfied with how we handled that phone call and I apologize for that.As a courtesy and as an apology we would credit the cost of the furnace maintenance which was$119.00+ tax, however the balance of what was paid was to work on the gas fireplace and that isseparate from this complaintThe fireplace was serviced and the necessary repairs were declined by Mr.***.If this is acceptable please let us know as soon as possible and we will credit back the $119.00+ tax andwe will be reviewing this with our staff.ISAAC Heating & Air Conditioning, Inc.I do apologize for any inconvenience and we strive to provide the best service possible and we arealways available to work with our clients if something like this were to occurIn the end we had anunsatisfied client and that is something that I take very seriously and I would invite Mr [redacted] tocontact me directly at [redacted] x if he would like to discuss the matter further.Yours in service,Isaac Heating & Air Conditioning Inc[redacted] ***VP of Operations
We bought a mobile home years ago from a neighbor who just put in central air threw IsaccsThe warrenty is up in March It's not even years old and it has a leak somewhere in the line and is down 4and 1/poundsWe paid for isaccs to come out and were told to to fixThe warrenty they say only covers parts?????? What????? This does not make any senceITS UNDER WARRENTYVery unhappy with the CompanyI had to pay fir a service call of dollars to find out I can't use it unless I pay to get it fixedITS UNDER WARRANTY It should be covered'
I have reviewed this situation with both our Canandaigua Manager and our Technical Supervisor who were deeply involved in the situation, so I have a very clear understanding of what has occurredOur services were requested on 9/3/for a boiler not working and upon arrival we found an oil boiler
in dire need of maintenance and service which we suggested and performed at the clients request since the flue pipe had rotted away and the unit was unsafe to operateWe found the firebox where the flame burns to be disintegrated and the unit to be very badly sooted, the flue pipe to be rotted and the unit in overall poor conditionIt was also discovered after a few visits that the water pressure gauge was not working properly and although it was registering pressure, it was off by psi, so the boiler was not operating that the required pressure We ordered the firebox which we installed on 9/9/and the next day had to go back for a water leak which took a few visits (on our time) to locateIt was determined that the sections of the heat exchanger had developed a leak and were now leaking water into the boiler which it had not done previously, so why was this happening now? The soot that had built up within the boiler was insulating the heat exchanger almost like a protective blanket, keeping the heat exchanger form getting as hot as it might normally get, and the firebox that had disintegrated allowing the heat to disburse throughout the boiler had been properly replaced allowing the flame and heat to go where it was meant to goWhat happened is that this heat was now focused on the portion of the heat exchanger where is was meant to be and this along with the proper water pressure caused a leak to formThe leak was the result of a boiler operating at the temperatures and pressures for which it was designed, but that had not been doing so for an undetermined amount of time due to a lack of maintenance and service. Isaac Heating & Air Conditioning happened to be the unfortunate contractor that was basically asked to service a bobby-trapped system and now that it has failed we are being asked to refund all of the money paid by the clientThere was a delay in getting this finalized because of trying to locate the source of the water leak and mainly because the client was asking Isaac to quote them on a replacement unit that we do not carry nor that we were familiar with and that took some timeIsaac has incurred almost $is direct expenses to service the clients boiler and we have refunded (as of yesterday) all but $of thew $paid, so our company took a significant loss to service this system. We understand the frustrations of Mr*** and the inconvenience to his family, but we did not create this situation, we came to help and we sent qualified and capable professionals on each visitThe boiler was not in good condition and I am sure that Mr*** is frustrated that the lack of maintenance is now costing him anywhere for $- $10,because he has to replace a boiler that should have provided many more years of service, but that is not our fault and we have been more than generous is refunding the $We are sorry that this has happened and if there is anything else that needs to be answered please do not hesitate to contact meI also ask that this complaint be removed from our records as we have not done anything to cause this issue to occur and we have offered extremely reasonable accommodations to resolve thisRespectfully, Eric Knaak
Vice President & General Manager
***:I am responding in regards to complaint ID *** for Mr*** and I would like to thank you for getting involved on the behalf of our clientI spoke with Mr*** and
apologized for the scheduling mix up and the lack of follow through from our representative, he indicated that everything had already been completed to his satisfaction and he was thankful for the follfrom our officeAfter some investigation it was discovered that a procedure which we have in place for scheduling and canceling appointments had a flaw, which allowed Mr***s appointment to be cancelled without any subsequent follow-upWe have since implemented some changes to this procedure and we are certain that we have resolved this issue from occurring in the future.Thank you again for assisting in a positive resolution,*** *** ***Vice President of OperationsIsaac Heating & Air Conditioning *** *** *** *** "When you need us, we'll be there"
I have had Isaac to my home times in the past years. Each time I expressed my desire to fix everything lets replace things so I don't have another issue. This valve which was the initial cause of my problem could easily have been replaced when the one right next to it was.
They seem to want to do just enough so the visits keep recurring
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
I have read Eric's review of the situation and disagree with a few points that he has madeThe first of which is him refunding the dollarsUnless a check has been sent in the mail, I have seen no refund on the card that was usedAlso, I had implored his initial technician to give me advice on what he would do to handle this situation, and he had said that he believed, the heat exchanger in question, even though booby trapped as Eric has stated, looked as if it was in good shape, and that he would incur this cost, and we would get 10-years out of the boilerAssuming that this individual was qualified, and knowledgeable as Eric has indicated that he is, I decided that this investment in the boiler would be a wise oneAlso, it was indicated to us that we would get a day warranty to fix any problems that may arise from a repair that ended up being unnecessary, so I take issue that the return visits were at their cost, it was implied in the original agreement that these visits are actually at the cost of what we initially paid, for a repair that was unnecessaryLastly, the reason that I am looking to recoup the last of the balance that we have paid, is I believe that we were delayed by shady business practices of getting a new boilerIf we were guided in the direction of a new boiler at the beginning of this situation, I would have happily paid the initial visit fee and moved onAlso, if *** *** had moved promptly in diagnosing the root cause of everything, and after that finding the cost of the new boiler, I would have saved roughly weeks time without hot waterLastly, I feel that the intention of Isaac Heating and Cooling was to take advantage of me, because in the last emails that we had sent back and forth, he tried to reduce what the cost of a refund would have been by implying that *** ***s visit would be considered the first for roughly more dollars, and also trying to overcharge for a boiler and installation of said boiler to the tune of thousands of dollars with the intention of reducing a "refund" to a situation in which they could profit.
I am not disappointed that this has happened Eric, I am actually glad, I can put the system in my home that I originally wanted to years ago, but was financially unable to obtainSo to imply that I am after the last roughly dollars because I am upset about the investment that I am now making, do not mistake, I find it a blessingWhat I am upset about is the shady business practices of Isaac Heating and CoolingUntil this matter is resolved, I ask that the complaint stays on the Revdex.com, all you have to do is check Google reviews to see that this is not an isolated incident, and I would think that individuals that look to the Revdex.com for and idea of what kind of company one is dealing with as opposed to Google should see what they are dealing withIf this matter should include Email attachments to show in the way I feel that *** *** was intending to take advantage of the situation, I would be happy to include those. Regards, *** ***
What occurred is very unfortunate and has created a situation for the *** family that could have easily been avoided and we do apologize for any inconvenience and we will rectify this situation to the clients satisfaction.When the original call was placed by Mrs*** the person who scheduled
the call from our organization did not ask t if they have a fuel oil system or natural gas which they should have and for that reason an oil technician was not dispatchedWe have a number of oil trained and certified technicians, however not all of our technicians are fully trained on oil as it requires special training, tools and inventoryThe technician who arrived has had the basic oil training and wanted to take care of the client and not create a situation where they needed to go through rescheduling , unfortunately his efforts and desire to help were stronger than his oil knowledgeHe was able to make repairs and make the unit operational so that the client did have heat.When our office called the client to folla few weeks later we were made aware that the client had a concern and this concern was escalated to a SupervisorThe supervisor failed to call the client back, the team member who spoke to the client and promised a call from a supervisor did their job properly and it was the supervisor who made the mistakeIt was not that the concern was ignored, it was something that the supervisor never got to that day and from there is was forgottenThe supervisor was extremely apologetic and feels badly that this has happened but there is no excuse, we made a mistake and we are sorryWe would appreciate the opportunity to make this right and I can assure the ***s that a certified and capable oil technician would be sent, that their account has been classified as an oil system now that we are aware and that we are capable of rectifying this situationI do apologize and will await their response, if the only desire is refund indicated we would do that as well, however we would like to make the system whole againThank you,
Eric ***
VP & General Manager
I am sorry that Mr*** does not agree and that is his option, but these issues are related to problems with his boiler that are the result of a lack of annual maintenance and to place that responsibility on our company is very unfairAs to shady business practices, that is not, never has been and never will be how we operateWe were called to his home after the rotted flue pipe that he was replacing on his own crumbled into the boiler at which time the client knew this was beyond them and contacted Isaac Heating, a rotted flue pipe is a sign of a significantly neglected systemWe have spent a tremendous amount of time, money and resources to determine the issue with his boiler and to ask for a full refund is not reasonableWe have refunded the amount promised and while it may not have shown on his card as of yet, we have promised and will deliver on that because we stand behind what we say and do and we always haveIf the boiler was not leaking prior to the initial repair there would have been no reason to suggest replacing the boiler, the fact that the leak developed after the repair, because of the lack of maintenance the previous 8-years is an unfortunate occurrence, but one that we could have never predicted
Turning this around, if our technician had suggested replacing the boiler instead of making the repair and the client chose to call someone else for an estimate, they would have looked at the system, quoted $to fix it and called Isaac crooks and we would be getting the same complaint, just worded differentlyWe didn't cause the leak and we didn't cause the issue, yet we are refunding 75% of what the client spent, and taking a financial loss much greater than the client, those are not the practices of a shady organization. There is nothing more that we can do to resolve this issue other than refund the $that was promised which Mr*** will be able to put towards a new boilerAs a Certified New York State Environmental Systems Servicer for the past years, I can tell you that I would not have been able to predict this was going to happen to his boiler, but it did
Respectfully, Eric Knaak
Dear Sir / Madam: Our company was contacted by the client to perform annual maintenance on the air conditioning system. Upon arrival it was determined right away that the system was not cooling at all and this was verified by taking baseline temperature and refrigerant pressure measurements...
which are always done before the maintenance is performed in the event that there is a pre-existing condition. Because we were now dealing with a non-operable system the price to look at the system should have been quoted at $89.00 for a service fee as opposed to $99.00 for the annual maintenance since we cannot do maintenance on any non-operable system, therefore I do agree that we did overcharge the client $10.00 which we will rectify.
The system discharge temperature was 70 degrees, which is the same temperature as the system intake air temperature meaning that the system was not cooling the air at all. The clients letter indicates that it seemed to be working fine prior to our arrival, however we clarified before beginning any work that the system was not cooling at all. All indications were that the system was low on refrigerant and since this is a sealed system which should never leak the only determination is that the system had a leak. Knowing that we had a leak int he system, the location of the leak had to be determined and this was quoted at a cost of $139.00+ tax to which the client agreed. The leak search was performed and the leak was found at the brazed fitting at the outdoor condensing unit. The client was quoted $651.24 including tax to make the repair at this fitting to which they agreed.
The leak was repaired and the system was now recharged. It is important to note that this particular system requires 58 ounces of refrigerant and that before making the repair we had to remove the old refrigerant from the system and in doing so only measured out 48 ounces so the system was about 20% undercharged which would prevent it from doing any cooling.
Now that the system was properly charged we were able to operate the unit and upon doing so discovered that the thermostatic expansion valve (TXV) on the indoor coil was not responding, keeping the system from metering refrigerant flow and preventing cooling. The TXV is a mechanical device that is basically a piston and a valve that opens and closes to meter the flow of refrigerant and sometimes these valves will stick and sometimes they will un-stick on their own.This particular system has a TXV that is integrated into the coil, therefore the solution was to replace the coil and we were able to offer this under warranty as the TXV has a minimum 5 year warranty, depending upon the model. The client was quoted $422 for the new coil.
In the meantime the client chose to call another person to look at the system and at that time the TXV was not sticking as it had been and the system was now operating properly. Had Isaac replaced the coil we would have had to return the part to the manufacturer for warranty validation and had it not been faulty we would have been denied warranty and would have had to pay for the coil, so it was in our best interest to be accurate with our diagnostics and based upon the temperature and pressure readings taken after the leak was repaired the system did have a TXV that was non-operable at that time.
The client was quoted for a refrigerant leak and a leak was found
The client was quoted for a leak repair and the leak was repaired
The client was quoted for a new coil however it was never replaced and they were never charged, therefore I do not understand the reason behind their request for a refund. The work paid for was all performed and the coil was currently un-stuck which is good news, although likely not a permanent solution and we would urge the client to have the coil replaced while it is still under warranty.
There was also mention that our office failed to return calls to the client, however our Technical Leader Craig K[redacted] did call and leave messages on 6/24 and again on 6/25 and a return call to him was never received.
Please advise as to how we should proceed and once determined I will process for the $10.00 + tax overcharge on the initial call
Yours in service, Isaac Heating & Air Conditioning Inc [redacted] Kn[redacted] VP & General Manager
Unfortunately we are unable to proceed from this point of the rejection. The client states in their rejection that the system was cooling very well and yet upon our arrival and before we did any maintenance we informed them that the system was not cooling. We verified that the system was very low on refrigerant, we verified a leak electronically and we proved there was a leak because the system requires 74 ounces of refrigerant to operate and when removing the old refrigerant to make the repair the system only contained 48 ounces. This alone tells us the system was low on refrigerant which can only mean a leak.
Secondly the client paid us $257.04 on the first visit where we found the leak and $651.24 on the second visit when we made the repair. Why would they have had us not only make the repair, but have us return on another date unless they agreed that the system had an issue. It would seem unusual for anyone to spend close to $900.00 unless they agreed that there was a problem and in both instances prices and the necessary repairs were quoted before work was begun and in both situations the client signed the paperwork and remitted payment.
I am unable to attach the two work orders to this response however if provided with an email address I can submit them at any time. We pride ourselves on our reputation of honesty and integrity which is why the work order is clearly understandable and all findings clearly documented so that we can show without a doubt that any work we perform is necessary. We also have documented proof that the two phone calls were made to the home by a member of our technical leadership team, however we have no control over who listens to, responds to or erases those messages and once again we have these calls logged so that we can prove at any given time the steps that we have taken.
If any of our documentation was missing, the amount of refrigerant removed or added, the temperatures or pressures from the first visit that indicated an issue, the fact that a leak was found before the maintenance was performed, missing client signatures or the phone calls we would have some reasons for doubt. However, that is the very reason that we require these items to be documented to make sure that our clients are receiving the correct level of service and that we are following our own procedures but in this case all of the i's are dotted and all of the T's are crossed.
We will provide a one year warranty on the service call and repair (normally 60 days) so that if the system were to stop working during that time we would not charge a return visit fee, even if it were next season.
Please advise on how we should proceed Respectfully, Eric K[redacted]
Set up an appointment for a free estimate through their website. Looking for a central air unit. Got a confirmation email. Confirmation call for a 5:30pm appointment the day before. 5:30, 5:45, finally at 6pm I give a call to their main office to find out what happened to our estimate appt. I was put on hold for a few minutes and then given the explanation that the sales rep got "caught up in things" and would have to reschedule. Not gonna happen. We are going with someone else. No call. No show. Not a fan of that.
A+ from estimate through installation, ISAAC Heating gave exemplary service! From shoe covers to bringing us a space heater to use until new furnace came, their attention to details is excellent.
We bought a mobile home 3 years ago from a neighbor who just put in central air threw Isaccs. The warrenty is up in March 2017. It's not even 5 years old and it has a leak somewhere in the line and is down 4and 1/2 pounds. We paid for isaccs to come out and were told 850 to 900 to fix. The warrenty they say only covers parts?????? What????? This does not make any sence. ITS UNDER WARRENTY. Very unhappy with the Company. I had to pay fir a service call of 96 dollars to find out I can't use it unless I pay to get it fixed. ITS UNDER WARRANTY. It should be covered. '
January 2, 2015Re: complaint [redacted]To whom it may concern,This letter is in response to the above mentioned complaint sent in from Mr. [redacted] on December 23,2014. Thank you for bringing this concern to our attention and as always we welcome the opportunity tocorrect what we may...
have caused.We have no discrepancy in regards to the dates mentioned and the situations that arose and thisincludes the issue mentioned from 2013 as well as December 2b, 2014. We have worked diligently toprovide well established procedures to prevent these types of occurrences and I apologize that we leftMr. [redacted] without heat after the recent service, unfortunately these things will happen from time totime and what we do is try and have the best practices possible in place to reduce them from occurringand to respond as quickly as possible when they do.The disconnected sensor mentioned by Mr. [redacted] is unusual because the final steps of a furnacemaintenance is to operate the furnace before we leave to verify proper operation and measuretemperatures once the calibrations were completed. When Mr. [redacted] called us back to tell us thefurnace was not working he was told that there would be no charge to come back out, however if therewere any faulty parts that those could be chargeable. An appointment was scheduled to come back thatevening at no charge and arrangements were made, however 20 minutes after the appointment wasmade Mr. [redacted] called back to cancel indicating that he had gotten the furnace working. Our warrantydoes provide a no charge return trip for 60 days after service just in case of situations like this, howeverthis was not necessary as Mr. [redacted] did cancel.Our representative who handled Mr. [redacted]'s phone call could have made a better effort to clarify thewarranty as well as placing a higher priority level on the urgency of the situation and made attempts toresolve this sooner. I am not satisfied with how we handled that phone call and I apologize for that.As a courtesy and as an apology we would credit the cost of the furnace maintenance which was$119.00+ tax, however the balance of what was paid was to work on the gas fireplace and that isseparate from this complaint. The fireplace was serviced and the necessary repairs were declined by Mr.[redacted].If this is acceptable please let us know as soon as possible and we will credit back the $119.00+ tax andwe will be reviewing this with our staff.ISAAC Heating & Air Conditioning, Inc.I do apologize for any inconvenience and we strive to provide the best service possible and we arealways available to work with our clients if something like this were to occur. In the end we had anunsatisfied client and that is something that I take very seriously and I would invite Mr. [redacted] tocontact me directly at [redacted] x 303 if he would like to discuss the matter further.Yours in service,Isaac Heating & Air Conditioning Inc.[redacted]VP of Operations
January 2, 2015Re: complaint [redacted] To whom it may concern,This letter is in response to the above mentioned complaint sent in from Mr [redacted] on December 23,Thank you for bringing this concern to our attention and as always we welcome the opportunity tocorrect what we may have caused.We have no discrepancy in regards to the dates mentioned and the situations that arose and thisincludes the issue mentioned from as well as December 2b, We have worked diligently toprovide well established procedures to prevent these types of occurrences and I apologize that we leftMr [redacted] without heat after the recent service, unfortunately these things will happen from time totime and what we do is try and have the best practices possible in place to reduce them from occurringand to respond as quickly as possible when they do.The disconnected sensor mentioned by Mr [redacted] is unusual because the final steps of a furnacemaintenance is to operate the furnace before we leave to verify proper operation and measuretemperatures once the calibrations were completedWhen Mr [redacted] called us back to tell us thefurnace was not working he was told that there would be no charge to come back out, however if therewere any faulty parts that those could be chargeableAn appointment was scheduled to come back thatevening at no charge and arrangements were made, however minutes after the appointment wasmade Mr [redacted] called back to cancel indicating that he had gotten the furnace workingOur warrantydoes provide a no charge return trip for days after service just in case of situations like this, howeverthis was not necessary as Mr [redacted] did cancel.Our representative who handled Mr***'s phone call could have made a better effort to clarify thewarranty as well as placing a higher priority level on the urgency of the situation and made attempts toresolve this soonerI am not satisfied with how we handled that phone call and I apologize for that.As a courtesy and as an apology we would credit the cost of the furnace maintenance which was$119.00+ tax, however the balance of what was paid was to work on the gas fireplace and that isseparate from this complaintThe fireplace was serviced and the necessary repairs were declined by Mr.***.If this is acceptable please let us know as soon as possible and we will credit back the $119.00+ tax andwe will be reviewing this with our staff.ISAAC Heating & Air Conditioning, Inc.I do apologize for any inconvenience and we strive to provide the best service possible and we arealways available to work with our clients if something like this were to occurIn the end we had anunsatisfied client and that is something that I take very seriously and I would invite Mr [redacted] tocontact me directly at [redacted] x if he would like to discuss the matter further.Yours in service,Isaac Heating & Air Conditioning Inc[redacted] ***VP of Operations
We bought a mobile home years ago from a neighbor who just put in central air threw IsaccsThe warrenty is up in March It's not even years old and it has a leak somewhere in the line and is down 4and 1/poundsWe paid for isaccs to come out and were told to to fixThe warrenty they say only covers parts?????? What????? This does not make any senceITS UNDER WARRENTYVery unhappy with the CompanyI had to pay fir a service call of dollars to find out I can't use it unless I pay to get it fixedITS UNDER WARRANTY It should be covered'
I have reviewed this situation with both our Canandaigua Manager and our Technical Supervisor who were deeply involved in the situation, so I have a very clear understanding of what has occurredOur services were requested on 9/3/for a boiler not working and upon arrival we found an oil boiler
in dire need of maintenance and service which we suggested and performed at the clients request since the flue pipe had rotted away and the unit was unsafe to operateWe found the firebox where the flame burns to be disintegrated and the unit to be very badly sooted, the flue pipe to be rotted and the unit in overall poor conditionIt was also discovered after a few visits that the water pressure gauge was not working properly and although it was registering pressure, it was off by psi, so the boiler was not operating that the required pressure We ordered the firebox which we installed on 9/9/and the next day had to go back for a water leak which took a few visits (on our time) to locateIt was determined that the sections of the heat exchanger had developed a leak and were now leaking water into the boiler which it had not done previously, so why was this happening now? The soot that had built up within the boiler was insulating the heat exchanger almost like a protective blanket, keeping the heat exchanger form getting as hot as it might normally get, and the firebox that had disintegrated allowing the heat to disburse throughout the boiler had been properly replaced allowing the flame and heat to go where it was meant to goWhat happened is that this heat was now focused on the portion of the heat exchanger where is was meant to be and this along with the proper water pressure caused a leak to formThe leak was the result of a boiler operating at the temperatures and pressures for which it was designed, but that had not been doing so for an undetermined amount of time due to a lack of maintenance and service. Isaac Heating & Air Conditioning happened to be the unfortunate contractor that was basically asked to service a bobby-trapped system and now that it has failed we are being asked to refund all of the money paid by the clientThere was a delay in getting this finalized because of trying to locate the source of the water leak and mainly because the client was asking Isaac to quote them on a replacement unit that we do not carry nor that we were familiar with and that took some timeIsaac has incurred almost $is direct expenses to service the clients boiler and we have refunded (as of yesterday) all but $of thew $paid, so our company took a significant loss to service this system. We understand the frustrations of Mr*** and the inconvenience to his family, but we did not create this situation, we came to help and we sent qualified and capable professionals on each visitThe boiler was not in good condition and I am sure that Mr*** is frustrated that the lack of maintenance is now costing him anywhere for $- $10,because he has to replace a boiler that should have provided many more years of service, but that is not our fault and we have been more than generous is refunding the $We are sorry that this has happened and if there is anything else that needs to be answered please do not hesitate to contact meI also ask that this complaint be removed from our records as we have not done anything to cause this issue to occur and we have offered extremely reasonable accommodations to resolve thisRespectfully, Eric Knaak
Vice President & General Manager
***:I am responding in regards to complaint ID *** for Mr*** and I would like to thank you for getting involved on the behalf of our clientI spoke with Mr*** and
apologized for the scheduling mix up and the lack of follow through from our representative, he indicated that everything had already been completed to his satisfaction and he was thankful for the follfrom our officeAfter some investigation it was discovered that a procedure which we have in place for scheduling and canceling appointments had a flaw, which allowed Mr***s appointment to be cancelled without any subsequent follow-upWe have since implemented some changes to this procedure and we are certain that we have resolved this issue from occurring in the future.Thank you again for assisting in a positive resolution,*** *** ***Vice President of OperationsIsaac Heating & Air Conditioning *** *** *** *** "When you need us, we'll be there"
I have had Isaac to my home times in the past years. Each time I expressed my desire to fix everything lets replace things so I don't have another issue. This valve which was the initial cause of my problem could easily have been replaced when the one right next to it was.
They seem to want to do just enough so the visits keep recurring
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
I have read Eric's review of the situation and disagree with a few points that he has madeThe first of which is him refunding the dollarsUnless a check has been sent in the mail, I have seen no refund on the card that was usedAlso, I had implored his initial technician to give me advice on what he would do to handle this situation, and he had said that he believed, the heat exchanger in question, even though booby trapped as Eric has stated, looked as if it was in good shape, and that he would incur this cost, and we would get 10-years out of the boilerAssuming that this individual was qualified, and knowledgeable as Eric has indicated that he is, I decided that this investment in the boiler would be a wise oneAlso, it was indicated to us that we would get a day warranty to fix any problems that may arise from a repair that ended up being unnecessary, so I take issue that the return visits were at their cost, it was implied in the original agreement that these visits are actually at the cost of what we initially paid, for a repair that was unnecessaryLastly, the reason that I am looking to recoup the last of the balance that we have paid, is I believe that we were delayed by shady business practices of getting a new boilerIf we were guided in the direction of a new boiler at the beginning of this situation, I would have happily paid the initial visit fee and moved onAlso, if *** *** had moved promptly in diagnosing the root cause of everything, and after that finding the cost of the new boiler, I would have saved roughly weeks time without hot waterLastly, I feel that the intention of Isaac Heating and Cooling was to take advantage of me, because in the last emails that we had sent back and forth, he tried to reduce what the cost of a refund would have been by implying that *** ***s visit would be considered the first for roughly more dollars, and also trying to overcharge for a boiler and installation of said boiler to the tune of thousands of dollars with the intention of reducing a "refund" to a situation in which they could profit.
I am not disappointed that this has happened Eric, I am actually glad, I can put the system in my home that I originally wanted to years ago, but was financially unable to obtainSo to imply that I am after the last roughly dollars because I am upset about the investment that I am now making, do not mistake, I find it a blessingWhat I am upset about is the shady business practices of Isaac Heating and CoolingUntil this matter is resolved, I ask that the complaint stays on the Revdex.com, all you have to do is check Google reviews to see that this is not an isolated incident, and I would think that individuals that look to the Revdex.com for and idea of what kind of company one is dealing with as opposed to Google should see what they are dealing withIf this matter should include Email attachments to show in the way I feel that *** *** was intending to take advantage of the situation, I would be happy to include those. Regards, *** ***
What occurred is very unfortunate and has created a situation for the *** family that could have easily been avoided and we do apologize for any inconvenience and we will rectify this situation to the clients satisfaction.When the original call was placed by Mrs*** the person who scheduled
the call from our organization did not ask t if they have a fuel oil system or natural gas which they should have and for that reason an oil technician was not dispatchedWe have a number of oil trained and certified technicians, however not all of our technicians are fully trained on oil as it requires special training, tools and inventoryThe technician who arrived has had the basic oil training and wanted to take care of the client and not create a situation where they needed to go through rescheduling , unfortunately his efforts and desire to help were stronger than his oil knowledgeHe was able to make repairs and make the unit operational so that the client did have heat.When our office called the client to folla few weeks later we were made aware that the client had a concern and this concern was escalated to a SupervisorThe supervisor failed to call the client back, the team member who spoke to the client and promised a call from a supervisor did their job properly and it was the supervisor who made the mistakeIt was not that the concern was ignored, it was something that the supervisor never got to that day and from there is was forgottenThe supervisor was extremely apologetic and feels badly that this has happened but there is no excuse, we made a mistake and we are sorryWe would appreciate the opportunity to make this right and I can assure the ***s that a certified and capable oil technician would be sent, that their account has been classified as an oil system now that we are aware and that we are capable of rectifying this situationI do apologize and will await their response, if the only desire is refund indicated we would do that as well, however we would like to make the system whole againThank you,
Eric ***
VP & General Manager
I am sorry that Mr*** does not agree and that is his option, but these issues are related to problems with his boiler that are the result of a lack of annual maintenance and to place that responsibility on our company is very unfairAs to shady business practices, that is not, never has been and never will be how we operateWe were called to his home after the rotted flue pipe that he was replacing on his own crumbled into the boiler at which time the client knew this was beyond them and contacted Isaac Heating, a rotted flue pipe is a sign of a significantly neglected systemWe have spent a tremendous amount of time, money and resources to determine the issue with his boiler and to ask for a full refund is not reasonableWe have refunded the amount promised and while it may not have shown on his card as of yet, we have promised and will deliver on that because we stand behind what we say and do and we always haveIf the boiler was not leaking prior to the initial repair there would have been no reason to suggest replacing the boiler, the fact that the leak developed after the repair, because of the lack of maintenance the previous 8-years is an unfortunate occurrence, but one that we could have never predicted
Turning this around, if our technician had suggested replacing the boiler instead of making the repair and the client chose to call someone else for an estimate, they would have looked at the system, quoted $to fix it and called Isaac crooks and we would be getting the same complaint, just worded differentlyWe didn't cause the leak and we didn't cause the issue, yet we are refunding 75% of what the client spent, and taking a financial loss much greater than the client, those are not the practices of a shady organization. There is nothing more that we can do to resolve this issue other than refund the $that was promised which Mr*** will be able to put towards a new boilerAs a Certified New York State Environmental Systems Servicer for the past years, I can tell you that I would not have been able to predict this was going to happen to his boiler, but it did
Respectfully, Eric Knaak
Dear Sir / Madam: Our company was contacted by the client to perform annual maintenance on the air conditioning system. Upon arrival it was determined right away that the system was not cooling at all and this was verified by taking baseline temperature and refrigerant pressure measurements...
which are always done before the maintenance is performed in the event that there is a pre-existing condition. Because we were now dealing with a non-operable system the price to look at the system should have been quoted at $89.00 for a service fee as opposed to $99.00 for the annual maintenance since we cannot do maintenance on any non-operable system, therefore I do agree that we did overcharge the client $10.00 which we will rectify.
The system discharge temperature was 70 degrees, which is the same temperature as the system intake air temperature meaning that the system was not cooling the air at all. The clients letter indicates that it seemed to be working fine prior to our arrival, however we clarified before beginning any work that the system was not cooling at all. All indications were that the system was low on refrigerant and since this is a sealed system which should never leak the only determination is that the system had a leak. Knowing that we had a leak int he system, the location of the leak had to be determined and this was quoted at a cost of $139.00+ tax to which the client agreed. The leak search was performed and the leak was found at the brazed fitting at the outdoor condensing unit. The client was quoted $651.24 including tax to make the repair at this fitting to which they agreed.
The leak was repaired and the system was now recharged. It is important to note that this particular system requires 58 ounces of refrigerant and that before making the repair we had to remove the old refrigerant from the system and in doing so only measured out 48 ounces so the system was about 20% undercharged which would prevent it from doing any cooling.
Now that the system was properly charged we were able to operate the unit and upon doing so discovered that the thermostatic expansion valve (TXV) on the indoor coil was not responding, keeping the system from metering refrigerant flow and preventing cooling. The TXV is a mechanical device that is basically a piston and a valve that opens and closes to meter the flow of refrigerant and sometimes these valves will stick and sometimes they will un-stick on their own.This particular system has a TXV that is integrated into the coil, therefore the solution was to replace the coil and we were able to offer this under warranty as the TXV has a minimum 5 year warranty, depending upon the model. The client was quoted $422 for the new coil.
In the meantime the client chose to call another person to look at the system and at that time the TXV was not sticking as it had been and the system was now operating properly. Had Isaac replaced the coil we would have had to return the part to the manufacturer for warranty validation and had it not been faulty we would have been denied warranty and would have had to pay for the coil, so it was in our best interest to be accurate with our diagnostics and based upon the temperature and pressure readings taken after the leak was repaired the system did have a TXV that was non-operable at that time.
The client was quoted for a refrigerant leak and a leak was found
The client was quoted for a leak repair and the leak was repaired
The client was quoted for a new coil however it was never replaced and they were never charged, therefore I do not understand the reason behind their request for a refund. The work paid for was all performed and the coil was currently un-stuck which is good news, although likely not a permanent solution and we would urge the client to have the coil replaced while it is still under warranty.
There was also mention that our office failed to return calls to the client, however our Technical Leader Craig K[redacted] did call and leave messages on 6/24 and again on 6/25 and a return call to him was never received.
Please advise as to how we should proceed and once determined I will process for the $10.00 + tax overcharge on the initial call
Yours in service, Isaac Heating & Air Conditioning Inc [redacted] Kn[redacted] VP & General Manager
Unfortunately we are unable to proceed from this point of the rejection. The client states in their rejection that the system was cooling very well and yet upon our arrival and before we did any maintenance we informed them that the system was not cooling. We verified that the system was very low on refrigerant, we verified a leak electronically and we proved there was a leak because the system requires 74 ounces of refrigerant to operate and when removing the old refrigerant to make the repair the system only contained 48 ounces. This alone tells us the system was low on refrigerant which can only mean a leak.
Secondly the client paid us $257.04 on the first visit where we found the leak and $651.24 on the second visit when we made the repair. Why would they have had us not only make the repair, but have us return on another date unless they agreed that the system had an issue. It would seem unusual for anyone to spend close to $900.00 unless they agreed that there was a problem and in both instances prices and the necessary repairs were quoted before work was begun and in both situations the client signed the paperwork and remitted payment.
I am unable to attach the two work orders to this response however if provided with an email address I can submit them at any time. We pride ourselves on our reputation of honesty and integrity which is why the work order is clearly understandable and all findings clearly documented so that we can show without a doubt that any work we perform is necessary. We also have documented proof that the two phone calls were made to the home by a member of our technical leadership team, however we have no control over who listens to, responds to or erases those messages and once again we have these calls logged so that we can prove at any given time the steps that we have taken.
If any of our documentation was missing, the amount of refrigerant removed or added, the temperatures or pressures from the first visit that indicated an issue, the fact that a leak was found before the maintenance was performed, missing client signatures or the phone calls we would have some reasons for doubt. However, that is the very reason that we require these items to be documented to make sure that our clients are receiving the correct level of service and that we are following our own procedures but in this case all of the i's are dotted and all of the T's are crossed.
We will provide a one year warranty on the service call and repair (normally 60 days) so that if the system were to stop working during that time we would not charge a return visit fee, even if it were next season.
Please advise on how we should proceed Respectfully, Eric K[redacted]
Set up an appointment for a free estimate through their website. Looking for a central air unit. Got a confirmation email. Confirmation call for a 5:30pm appointment the day before. 5:30, 5:45, finally at 6pm I give a call to their main office to find out what happened to our estimate appt. I was put on hold for a few minutes and then given the explanation that the sales rep got "caught up in things" and would have to reschedule. Not gonna happen. We are going with someone else. No call. No show. Not a fan of that.
A+ from estimate through installation, ISAAC Heating gave exemplary service! From shoe covers to bringing us a space heater to use until new furnace came, their attention to details is excellent.
We bought a mobile home 3 years ago from a neighbor who just put in central air threw Isaccs. The warrenty is up in March 2017. It's not even 5 years old and it has a leak somewhere in the line and is down 4and 1/2 pounds. We paid for isaccs to come out and were told 850 to 900 to fix. The warrenty they say only covers parts?????? What????? This does not make any sence. ITS UNDER WARRENTY. Very unhappy with the Company. I had to pay fir a service call of 96 dollars to find out I can't use it unless I pay to get it fixed. ITS UNDER WARRANTY. It should be covered. '
Looking for a written apology from owner of Isaac and have the work completed per contract
January 2, 2015Re: complaint [redacted]To whom it may concern,This letter is in response to the above mentioned complaint sent in from Mr. [redacted] on December 23,2014. Thank you for bringing this concern to our attention and as always we welcome the opportunity tocorrect what we may...
have caused.We have no discrepancy in regards to the dates mentioned and the situations that arose and thisincludes the issue mentioned from 2013 as well as December 2b, 2014. We have worked diligently toprovide well established procedures to prevent these types of occurrences and I apologize that we leftMr. [redacted] without heat after the recent service, unfortunately these things will happen from time totime and what we do is try and have the best practices possible in place to reduce them from occurringand to respond as quickly as possible when they do.The disconnected sensor mentioned by Mr. [redacted] is unusual because the final steps of a furnacemaintenance is to operate the furnace before we leave to verify proper operation and measuretemperatures once the calibrations were completed. When Mr. [redacted] called us back to tell us thefurnace was not working he was told that there would be no charge to come back out, however if therewere any faulty parts that those could be chargeable. An appointment was scheduled to come back thatevening at no charge and arrangements were made, however 20 minutes after the appointment wasmade Mr. [redacted] called back to cancel indicating that he had gotten the furnace working. Our warrantydoes provide a no charge return trip for 60 days after service just in case of situations like this, howeverthis was not necessary as Mr. [redacted] did cancel.Our representative who handled Mr. [redacted]'s phone call could have made a better effort to clarify thewarranty as well as placing a higher priority level on the urgency of the situation and made attempts toresolve this sooner. I am not satisfied with how we handled that phone call and I apologize for that.As a courtesy and as an apology we would credit the cost of the furnace maintenance which was$119.00+ tax, however the balance of what was paid was to work on the gas fireplace and that isseparate from this complaint. The fireplace was serviced and the necessary repairs were declined by Mr.[redacted].If this is acceptable please let us know as soon as possible and we will credit back the $119.00+ tax andwe will be reviewing this with our staff.ISAAC Heating & Air Conditioning, Inc.I do apologize for any inconvenience and we strive to provide the best service possible and we arealways available to work with our clients if something like this were to occur. In the end we had anunsatisfied client and that is something that I take very seriously and I would invite Mr. [redacted] tocontact me directly at [redacted] x 303 if he would like to discuss the matter further.Yours in service,Isaac Heating & Air Conditioning Inc.[redacted]VP of Operations