Upstate Heating & Plumbing

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 Regards, [redacted]

Revdex.comBryant Woods SouthAmherst, NY 14228716--5222Re: ID# [redacted] To Whom It May Concern,July 29, 2016This letter is in response to complaint ID# [redacted] from Ms [redacted] regarding her [redacted] Free Standing Gas StovePlease note this issue is still ongoing Ms [redacted] purchased her unit and had it installed on 5/14/We were contacted on 10/23/by Ms [redacted] stating that she was getting black soot on the outside of a pipeWe dispatched a tech on 11/13/who made some air adjustments and confirmed the unit was running properly at that timeWe next heard from Ms [redacted] on 12/9/when she called to advise us that her propane provider advised her to not use the unitWe returned on 12/11/The technician cleaned the stove and tested that it was working properlyThis was the last we heard from Ms [redacted] until we received this complaint.On 7/25/16, our Store Supervisor contacted Ms [redacted] to gather more informationWe will be sending the Field Supervisor and a technician to her residence this week to inspect her stoveWe feel that this should take care of all of the issues Ms [redacted] is havingWe hope that this will resolve this matter to everyone's satisfaction.Regards, [redacted] ***Acounting AdministratorUpstate Holding Group, LLC

Revdex.comBryant Woods SouthAmherst, NY 14228716-881-5222Re: ID# ***To Whom It May Concern,February 9, 2016This letter is in response to complaint ID # *** from Mr*** ***He purchased his pellet stove from us on 4/18/and had it installed 4/30/Our
records indicate that we did not hear from Mr*** regarding the operation of his stove until 1/21/The first available opening we had for a non-emergency service call was 2/01/The customer's unit was functioning so he did have heat at the timeWe could not schedule him in front of any customers that did not have heat orwater.The technician arrived at the customer's residence on 2/1/and diagnosed that the control panel was not operating properlyHe returned to the customer's residence that same day with the new control panelAfter the installation of that part, the stove was still not operating properly, according to Mr. ***He felt that the convection fan was not operating properlyThe technician returned to the customer's residence for the third time that day and replaced the fan at the customer's insistenceIt was determined that the stove was now operating properly. There was no charge to the customer for any of this as the stove was covered under warrantyThe customer shook hands with the technician as he left, thanked him for his efforts, and said he was now happy with his pellet stoveR LR***Accounting AdministratorUpstate Holding Group, LLC

Revdex.com100 Bryant Woods SouthAmherst, NY 14228716-881 -5222Re: ID# [redacted]To Whom It May Concern,July 29, 2016This letter is in response to complaint ID#[redacted] from Ms. [redacted] regarding her [redacted] Free Standing Gas Stove. Please note this issue is still ongoing....

Ms. [redacted] purchased her unit and had it installed on 5/14/2015. We were contacted on 10/23/15 by Ms. [redacted] stating that she was getting black soot on the outside of a pipe. We dispatched a tech on 11/13/15 who made some air adjustments and confirmed the unit was running properly at that time. We next heard from Ms. [redacted] on 12/9/15 when she called to advise us that her propane provider advised her to not use the unit. We returned on 12/11/15. The technician cleaned the stove and tested that it was working properly. This was the last we heard from Ms. [redacted] until we received this complaint.On 7/25/16, our Store Supervisor contacted Ms. [redacted] to gather more information. We will be sending the Field Supervisor and a technician to her residence this week to inspect her stove. We feel that this should take care of all of the issues Ms. [redacted] is having. We hope that this will resolve this matter to everyone's satisfaction.Regards,[redacted]Acounting AdministratorUpstate Holding Group, LLC

Response taken by phone:  We have been in contact with the consumer and have made her aware that we are working toward a resolution.

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. 
Regards,
[redacted]

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. 
Regards,
[redacted]

Re: ID# [redacted]To Whom It May Concern,This letter is in response to complaint ID#[redacted] from Mrs. [redacted] regarding her PSG [redacted] pellet furnace. Please note this issue is still ongoing. We were contacted by Mrs. [redacted] on 1 /23/2016 to come and look at her pellet...

furnace as it was not operating properly. She advised us that she had ordered some replacement parts for the furnace directly from the manufacturer and wanted us to install them. She had purchased a burning pot and an igniter. An appointment was scheduled for February 1, 2016. The tech arrived that afternoon to find no one home and no answer at the phone number provided by Mrs. [redacted]. On February 2, 2016, the customer called and rescheduled the appointment for the next day, February 3, 2016. The technician arrived on February 3, 2016. He installed the customer's parts and found the LCD Touch Screen, that operates the unit, also required replacement. When the technician returned to the office, a warranty claim was initiated with the manufacturer to get the part on its way, as soon as possible, at no charge to the customer.Mrs. [redacted] contacted us on Friday, February 12, 2016 to inquire as to the status ofthe part. She was understandably upset. A call was placed to the manufacturer requesting a status report on the claim. The person we needed to speak to was gone for the day and we had to leave a voice message. We called the manufacturer again on Monday, February 15 following a call from the customer. We were advised they could not find our initial claim and would need to research it further before proceeding. They advised they would call us with a resolution. We also called our distributor the same day to see if they could assist us with the manufacturer and expedite the part. We reached out again to the manufacturer on Thursday, February 18. We were told they were still looking into it.Late on Tuesday, February 23 we received a call from the manufacturer stating they could not find our initial claim and we would need to start over. We contacted the customer the next day to advise of the new status. Again, she was understandably upset. She was advised that to have the part warrantied there was a procedure that had to be followed. The other option was to purchase the part. Both Mr. and Mrs. [redacted] adamantly declined that optionOn Thursday, March 3, we contacted the manufacturer again as we had not heard anything further. We were advised that the representative handling this claim was out of the office and would contact us upon his return.On Tuesday, March 8, 2016, we received a call from our distributor advising us that he had heard from the manufacturer by email. He was advised that this unit is out of warranty and the LCD touch screen would have to be purchased. This part is approximately $500.00. We have instructed our distributor to get this part to us as soon as possible. Due to the length of time this has taken and the inconvenience to the customer, we will incur all charges for this part and get it installed on the customer's furnace as soon as it arrives. Mrs. [redacted] has been advised of the situation. We hope that this will resolve this matter to everyone's satisfaction and that we can resume ourbusiness relationship with the [redacted]s going forward.Regards,Robin L. R[redacted]Accounting AdministratorUpstate Holding Group, LLC