York Mechanical Services

--------- Forwarded message ----------From: *** ***Date: Mon, Jun 15, at 4:PMSubject: Re: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Thank you ***, I have never received this letter so I appreciate your forwarding. I did speak with the owner of York Mechanical and have resolved the issue with him direct. Thank you *** ** *** ** ** * *** *** *** *** *** *** *** *** **Dallastown, PA *** O:###-###-####C:###-###-####EFax: ###-###-####Website:http://www.***.comCheck out my reviews on *** and ***https://www.***.com/profile/***http://www.***.com/profile/***

------ Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Fri, Jun 10, 2016 at 8:46 AMSubject: Fwd: Case [redacted]To: [redacted]@myRevdex.com.org---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, Jun 9,...

2016 at 10:18 PMSubject: Case [redacted]To: [email protected], in regards to case [redacted], York mechanical services showed up and fixed the system, the case can be closed now.Thank you[redacted]Sent from my [redacted]

June 2,2015To Whom It May Concern:Thank you for bringing this complaint to my attention. I will try to explain the situation at hand so that [redacted] and the Revdex.com will have an accurate picture of what transpired.On April 19th, 2015, York Mechanical Services received a work order request from [redacted]...

[redacted]’s home warranty company. [redacted] was contacted and an appointment was set for April 21$t, 2015.On April 21st-, one of my service technicians and a helper were dispatched to possibly replace a water heater. After carefully examining the water heater, the technician determined that the relief valve was discharging to relieve the excessive pressure inside the water heater. In fact, the pressure was so great that it had caused the water heater to bulge. The water heater itself was not leaking.The home warranty company requires a detailed assessment of the problem, the recommended solutions, and pictures of the equipment. They also require confirmation that the customer has paid the contracted service fee. This information was submitted per protocol. After the information is received, the warranty company verifies the terms and conditions of the customer’s contract and will authorize any repairs or replacement.The technician’s assessment explained that the excessive water pressure should be regulated to a standard water pressure of below 80 psi by installing a pressure reducing valve as required by the International Plumbing Code and manufacturer’s warranty. He also recommended that a thermal expansion tank should be installed, also required by IPC and the manufacturer’s requirements. It was explained that the water heater should be replaced due to the damage it sustained from the excessive water pressure.Note: At the time of installation of the water heater, an expansion tank or pressure reducing valve may have not been needed. As changes and improvements are made to the water system and higher water pressures are needed to reach more homes at greater distances, the use of pressure reducing valves and expansion tanks are required.After review, the home warranty company did not authorize us to replace the water heater and stated as per their contract with the customer: they do not cover damage caused by excessive water pressure, they will only replace a water heater that is leaking, they will not provide or repair equipment the customer does not have in place (in this case the pressure reducing valve and expansion tank). These are considered code upgrades and are not covered under the customer’s contract. The home warranty company offers contracts that cover these issues, but [redacted]’s contract of fifteen years does not.The technician explained to [redacted] that the warranty company was not going to replace her water heater and that the recommended repairs were considered code upgrades and were not covered under her current policy. If she opted to replace the water heater or make any repairs, she would be responsible for the bill Mrs, Troupe became very upset, rude, and demanded that the technician leave immediately.[redacted] did have options. She was entitled to have a second opinion in which the home warranty company will dispatch another contractor to review the claim. This is stated in her contract. The technician tried to offer this as wellIn short, [redacted] is upset with York Mechanical Services because she feels that we caused the home warranty company to deny her claim. This is not true. Her lack of coverage denied her claim. I understand her frustration, but it was the decision of the warranty company based on her contract. We would prefer to install a water heater for her, but we also need to be authorized by the warranty company or the customer to assure we will be paid.[redacted] should take this matter to her home warranty company and send them a letter of complaint. We have followed protocol for this claim. Over the years, we have worked with [redacted] through her home warranty company and made repairs to her A/C system, unclogged a roof vent, drain lines, sewer lines, repaired water leaks, a faucet, her furnace, also made electrical repairs in her home. Sometimes the total repair was not covered under her contract but was done as a courtesy to maintain a working customer relationship.We are one of several contractors in our area that take work orders for [redacted]’s home warranty company. However, we have their highest rating for quality work and service in the area. This is why we were assigned her work order. [redacted] is a realtor and sells home warranty contracts for the homes she lists. She should be aware of the contracts and what is covered and not covered.We are requesting [redacted] seek reimbursement of her $75.00 service fee from her home warranty company. We have also contacted the home warranty company and requested that we no longer receive work orders for [redacted]’s residence. If [redacted] posts poor reviews about our company online as she has stated she will do, I will be pushed into taking further action.Thank you for the opportunity to submit this letter. We trust it has been helpful in resolving this matter. Sincerely,Gene V. Owner

Review: My hot water heater went up in Feb. 2012, 6 months after I bought my home. Our home warranty company sent York Mechanical to install a new one. In July, 2014 I woke up to my newly finished basement completely covered in 2 inches of water... carpet, drywall, and electrical. I called immediately to inquire about the warranty on the work. I was told that they'd have to dig up a bunch of old files to find it, but they could send someone to look at it for $97 an hour. I went on [redacted]'s website and realized if I could enter the serial number I could track the heater and whether or not it was covered under the manufacturer warranty. When I looked for the serial number, I noticed it had been cut off and covered with a York Mechanical sticker. I called York Mechanical back to ask what our serial number was, and they said they didn't have that info. I then received a call from Gene, who was incredibly rude, and he said the warranty company delivered that water heater to him for installation. Upon following up with the warranty company, they assured me that they did not provide the hot water to York Mechanical and that under no circumstances should a serial number ever be removed from a product. My wife then called Gene back simply to get the serial number, and again, he was rude and incredibly disrespectful. All we want to know is if a new hot water heater was installed, then why was the serial number intentionally removed?Desired Settlement: I have already purchased a new hot water heater and installed it, but my basement is completely ruined. I will take legal action on them to repair the rest of my basement.

Business

Response:

July 23, 2014To Whom It May Concern:We are responding to your letter dated July 18, 2014. The customer referenced contacted our office stating that his water heater was leaking and we had installed it and he wanted it replaced immediately. Our secretary relayed the information to me and I contacted the customer.York Mechanical Services installed the water heater 2 1/2 years ago as a subcontractor for the customer’s home warranty company. The home warranty company provides a 90 day warranty. We warranty all parts and labor for one year provided the homeowner purchased the products through our company, not a home warranty company. If a failure occurs after one year, we will remove the water heater, take it back to the distributor, exchange it for a new one, and install it. The homeowner pays for labor; the water heater would be free, exchanged at no cost to our company or the homeowner under the manufacturer’s warranty.I spoke with the customer and told him that I could replace the water heater under the manufacturer’s warranty and he would be responsible to pay for the labor to install it I explained that his water heater did not fail due to an installation problem, but was an equipment failure. The water quality is also a factor, the customer agreed. He then replied that he wanted his free water heater and would not pay for the labor to install it. He felt it was not his responsibility but ours. He made this clear to me and also several times to our secretary.I told the customer I would stop by his home when I was finished the job where I was working and assess the situation, about 11:30 am. The customer told me not to come to his home. He said he was not going to pay the labor and that he had already bought and installed a new water heater himself.The customer called our office 8 times between the hours of approximately 9:00 am and 11:00 am. to inquire about the water heater per my secretary. Then the customer’s wife called me directly demanding to know the model and serial number of the water heater. She said there was no warranty sticker on the water heater, I asked her who had removed the sticker. She said she thinks it was York Mechanical Services and that we had installed a used water heater. I assured her this was not the case and that I would find the information on the original work order when I returned to the office. This did not satisfy her and she continued yelling and repeatedly used obscenities and threatened to call her attorney during our phone call. I tried to discuss the situation in a reasonable manner, but when she continued, I told her I had listened to enough and ended the call. My helper had heard the whole conversation.I returned to the office and pulled the original work order and purchase receipts. It is standard for the home warranty company to provide the water heater, but because the customer wanted Emergency Service we were given authorization to purchase the water heater for the home warranty company to expedite service. As a result, I had all the information so I spoke with a customer service representative for [redacted], the manufacturer of the water heater. She said they would honor the warranty. However if the water heater was exchanged without a sticker, it is their policy to hold the release of the new water heater for six months, During this time, they flag the model and serial number to be sure they are not releasing two water heaters for one warranty.I called the customer to explain the situation. If the cost of labor was the issue, then he should contact his home warranty company and discuss it with them. I was willing to work with the customer. I provided the model and serial number as they requested and even disclosed our pricing of the water heater. I offered to give them a copy of our receipt of purchase. I made him aware that I would need to collect the old water heater and fill out warranty paperwork for [redacted]. If the model and serial were used by anyone other than York Mechanical Services to obtain a new water heater, it would void the warranty. The customer told me since he had already purchased a new water heater, he did not want another one sitting around in his garage. He now stated he wanted reimbursed for $300 and I should mail him check. I tried to explain that this is not protocol. I only exchange the old water heater for a new water heater that is given to me by the manufacturer. The customer then threatened to call his attorney and the Revdex.com if I did not send him a check.I never had the opportunity to go to the customer’s residence. I did not see the water heater in question or the condition of the basement. While I feel badly for the homeowner, I did try to remedy the situation to the best of my ability. I followed the guidelines of the manufacturer, the home warranty company, and my company. However in an effort of goodwill, I am still willing to provide the homeowner the manufacturer’s warranty (exchange of the water heater).Thank you for the opportunity to submit this letter,Sincerely,Gene VOwner

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: My issue is that York Mechanical installed a hot water heater that had no serial number or model number. It was cut off and covered by a York mechanical services sticker, thus voiding my warranty with [redacted], the manufacturer. Mr. V[redacted] tried to convince me that they had not removed the sticker, and for $97 an hour, he would come over and "take a look at it". He first told me that the home warranty company delivered it to him to install, then changed his story and he said he picked it up but couldn't remember where. Clearly on the 2 stickers it says it was installed on 2/24/2012 by a technician named Mark. Mr. V[redacted] called me back with a serial and model number from a hot water heater installed on 2/27/2012. His solution to give me another hot water heater to sit in my basement "in case the new one breaks" is ridiculous. I removed and installed the hot water heater in less than an hour, but was told it would be 3 to 4 hours of labor. My whole point with Mr. v[redacted] was that by removing the serial number, it voided the warranty completely and he should take accountability for that fact that they either removed the sticker themselves, or installed it, put their sticker over the critical information, and didn't report that to me. Mr. Vega was rude, disrespectful and not the least bit empathetic or helpful. He complained about all the work he had to do to get me a serial number, (which doesn't match the install date at our home) an I informed him that none of this would have been necessary, had they installed a hot water heater with the information in the first place. Mr V[redacted] tried to tell me that the home warranty is only good for a year, so the heater would not still be covered. After checking with [redacted], they assured me that with the serial number, I had a 6 year warranty, however with no sticker, the warranty is voided completely. York Mechanical removed the serial number and since we no longer have the homeowners warranty, he would charge me for labor AND a new heater, by telling me it was only covered as long as I still had the Home Warranty. When I dug up more information, he got more and more upset and his story changed continually. I bought a new heater and installed it myself. Mr. V[redacted] asked if I wanted him to pay for the heater and I told him that it would be the right thing to do, so I wouldn't expect him to do it.

Regards,

Business

Response:

August 1, 2014To Whom It May Concern: We are responding to your letter dated July 30, 2014. The customer states that York Mechanical Services installed a water heater and removed the sticker with the model and serial number. This is simply not the case, X did not remove the sticker. My employee states that he did not remove the sticker. It is our standard operating procedure to install equipment with all informational stickers intact. It does not benefit me in any way to remove a warranty sticker.The water heater does have a model and serial number. I have disclosed this information to the customer. I have also attached a copy of the original work order signed by the customer and the invoice from the company where we purchased the water heater to verify all dates and warranty information.The customer did not allow me to come to his home. I did not see the water heater.I have been in business almost twenty years. My company cares for and installs equipment for hundreds of customers. I do not think I would still be in business if I did shoddy work or employed unethical business practices.The first letter I submitted contains a detailed account of my interactions with the customer and my offer to settle this matter.Sincerely,Gene VOwner

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: as you can see by the pictures provided, a York Mechanical sticker was placed over where the Serial/Model number was cut off. If York Mechanical didn't remove the serial number, then surely a company that installs hundreds of these a year should have noticed that there was no serial number on this unit before placing their sticker on top. Also, it clearly states that the install was done on 2/24/2012, and Gene provided me with a serial number for a unit he says was installed on 2/27/2012. I still have not received the alleged work order.

Regards,