Link Mechanical Services

We are fully aware of the problem with (1) of the new units and have been working closely with the manufacturers (***) technical assistance representative to resolve the issue via their help lineWe have changed the (2) parts that the [redacted] technical representative has recommended At this point the technical representative has recommended replacing the customers WiFi / internet thermostat (Purchased and specified to be installed by Mr [redacted] himself), with a non programmable thermostat to help us in diagnosing the problemThe [redacted] technical representative thinks the customers WiFi / internet thermostat may be the problemAs of today, we have replaced the thermostat with a [redacted] series non programmable, non WiFi thermostatWe will have the customer monitor the system for the next few days to let us know if it trips off againIf the system trips off again, we are going to force the manufacturer (***) to send their local filed technical services manager to the job site to assist with the diagnosis and repair of the systemMr [redacted] has not been invoiced for any warranty service calls we have performed while trying to resolve this problemThere have been severalEvery time Mr [redacted] has requested service for the unit tripping off, we have scheduled and dispatched a technician to his building ASAPWe are not avoiding him or the problemI have told Mr [redacted] we will continue to work on this until the problem is resolvedThank You, Chris L***

Complaint: [redacted] I am rejecting this response because I deserve to be fully reimbursed for being overcharged for service Sincerely, [redacted] ***

02/06/14: History of job and complaints: 02/11/11: We installed a new ECRhigh efficiency boiler with indirect water heater 02/22/11: Replaced faulty control board on boiler(No Charge to customer) 06/01/11: No hot water service call (No Charge to customer) 12/05/11: Performed seasonal maintenance(No Charge to customer) 01/13/12: Noisy boilerMfg rep indicated that they know about this problem and have a fixA new software upgrade on the board needs to be done(No Charge to customer) 04/17/12: No Hot water service callFound problem with programming on control board(No Charge to customer) 10/10/12: Replace BoilerDue to numerous service calls, Link Mechanical secured a new boiler from the mfg and replaced it(No Charge to customer) 09/17/13: Boiler tripping service callOur tech found a faulty thermostat control on the indirect water heaterTechnician quoted customer the cost of acquiring and replacing the part before doing workCustomer agreed to quoteOur technician replaced the control(Customer paid $643.63) 11/26/13: No heatOur technician found that the indirect water heater had a leak and the water shorted out the control and shut down the boilerWe replaced the indirect water heater on 12/04/(under warranty)(No charge to customer) 01/23/14: Customer called to complain that the boiler is making a noiseOur technician could not reproduce the noise but did a complete inspection and test out of the boilerOur technician also spoke with the mfg tech service department(No Charge to Customer) 01/29/13: Customer called to complain about boiler noiseAt this point we (Link Mechanical) placed a call to the mfg rep ( [redacted] Associates) to set up an appointment for the local ECR tech rep to meet us at the customers house(We left message) 01/31/14: We called again to mfg rep about appointmentWe were able to secure an appointment at the customers house for 02/04/12:30-1:00PM 02/04/14: ECR tech rep called our office at 12:45PM to inform us he was running about an hour behind scheduleMy office did NOT notify customer that the tech was running lateAt 1:20PM customer called our office to tell us that they could no longer wait for the ECR tech rep and that we needed to rescheduleOur office told the customer that we would set up another appointment with the ECR tech repOur office called and requested another ECR tech rep appointment 02/06/14: Customer called our office about tech rep appointmentOur office called and left another message for the ECR tech repWe received call back from [redacted] Associates and asked them to contact customer directly to set up appointment 02/06/14: Received Revdex.com complaint 02/06/14: [redacted] associates has set up an appointment to survey the problem for 02/10/at 8:30AM Link Mechanical Services has done everything we could to resolve the issues this customer has had and is having We feel we have acted appropriately and fairly We expect the mfg tech rep to rectify the problem the customer is currently having Thank You, [redacted] ***

Please see the attached PDF copy of the letter our Customer Service Manager recently sent [redacted] We have tried to resolve his issue by offering him a 30% discount on any repairs that may be need on his OUT OF WARRANTY air conditioning system that was installed in Please feel free to contact if any additional information is needed Thank You, ***topher A Link President, Link Mechanical Services, Inc

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 provided the following requirements are agreed upon: Dispatch will call me on August 11, to arrange appointment Standard price will be at pricing as of July including parts, since that was when the service was suppose to be performed A guarantee of year on parts and labor and a reasonable window of arrival on appointment date which is normally hours Sincerely, [redacted]

Sorry for the delay in our response We are willing to split the difference with the customer and reimburse his credit card for $Thank You