William J. Malcolm & Son, Inc.

I spoke to this woman last week when her father called to make me aware of the issueHer complaint is that we did not show up for a maintenance checkupI checked the call in question, and we in fact did not show up for the callI explained to her that I did not know what happened and said we
could come at her convenience to do the workShe said "don't bother , I called someone else." The problem is she called another company, and they said she had a cracked heat exchanger They also told her she could die of CO poisoningI told her we could come out to give a second opinoin on the hexchanger at no chargeShe said that was good but she was only available 12/5/in the morningI told her we would be there first thing that Saturday morningMy technician went to the house on time and found they had already purchased and installed a new furnaceThey kept the old heat exchanger and it was in fact, crackedAll Temp had last checked the furnace at her home over a year previous on October of It was not cracked at that time no matter what she was toldAt this point I don't know what she expects from All TempI would have been more than happy to replace the WARRANTEE heat exchangers at a very reduced cost (under $200.00) or give her a good price on a new furnaceHer father is a good customer of All Temp's and has used us on several of his homes in the past and was always happy with our service.*** ***, General Manager

I have spoken to this woman and we have scheduled to take care of her problem

Complaint[redacted]
I am rejecting this response because:[redacted] forgot to clarify that I "said, "Don't bother, I called someone else" to refuse the repeated service call ONLY after they missed their initial one scheduled on 10/24/15. Obviously, that was a gross and unheard breach, esp. in a potentially dangerous situation (CO).When my father called [redacted] and told him about this dangerous situation and their failure, he said he could send a technician for a second opinion ONLY in a week, but how could we wait when an authorized Four Season technician shut down our furnace due to the crack and a potentially life-threatening CO emission. How could we wait for a week without heat? Clearly All Temp had their chances to fix the problem and give me a second opinion and this "Warranty $200 heat exchanger replacement and/or discounted furnace replacement"; 1-st chance was during a missed appointment, and the 2-nd was to give me a second opinion not in a week but within 1-2 days, but [redacted] says about $200 and deep discount now, afterwards, only because he knows that he does not have to do it. Last October All Temp did not find the cracks, because they did not use a deep diagnostics with a camera like Four Seasons did now; All Temp they left a Description of last service, "Cleaned and replaced filter." 3 technicians concluded that the heat exchangers cracks were older than a year, and we will have official report about that admissible in Court.If [redacted] is serious, he may show his good intentions by taking responsibility for their failures and compensating my losses (pay me the difference between his "discounted price" and $4,500 I had to pay).P.S. He mentioned that my father is their good customer for many years, but he may ask my father how he feels after referring me to them and service I received from them. I hope my father will no longer be such a happy customer of theirs, doesn't he think?     
Sincerely,
[redacted]

First, I would like to extend our sincere apologies to Ms. [redacted] for our technician's lack of response on Sunday. He was overwhelmed with emergencies on a 100 degree day. That's no excuse however and will gladly not charge for the Saturday service call. If Ms. [redacted] would let us know what her...

stop payment charges are, All Temp would refund her those charges also.

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]