Northeast Energy

The ***’s have a System with Circulator Pumps One controls the Hot Water and one controls the HeatOn October 1, our Service Technician visited the home of [redacted] and [redacted] ***, finding a bad Circulator Pump which controls the heat portion of their System At that time, the pump was under warranty and the customer was not charged for the repair parts, labor, or the pump (see attached invoice copy for $0.00) On April 19, 2013, the ***’s we sent a Service Tech to check on the claim of “not enough hot water” (see attached customer notes) Our Tech found their settings were too low and the mixing valve was wide open, causing the issue We adjusted the settings with no charge, as they were under a Maintenance ContractOn April 17, our Service Technician visited the home of the ***’s for customer’s claim of a Circulating Fan that was not working *** [redacted] wanted a previous Technician who was at her house in the past to do the work, but that individual no longer works for our company Upon being informed of that, *** [redacted] demanded to be given his personal cell phone number, and wanted to call him directly to do the work She was told we could not provide her that information and she acquiesced to having us look at the problemThe Technician examined the situation and diagnosed that same Circulator Pump that Controls the heat that was installed on October 1, had gone bad The pump warranty is 1-1/years, and had expired in April of After being informed by our Service Technician that the Pump was out of warranty, and that she would have to pay to have it replaced, the customer stated that she wasn’t paying for anything The Service Technician left the residence as *** [redacted] refused to pay for any work *** [redacted] later called our office and said we should come back and replace it, and then “bill her” for the work It was the opinion of our company that *** [redacted] would have no intention of paying for the replacement Pump or any associated parts or labor; therefore, we opted not to return I did return the phone call of *** [redacted] in regards to this matter, but received her voice mail and left her a message *** [redacted] did not reply to my message *** [redacted] did remit $toward the $diagnostic/labor charge invoice for the April 17, Service Call (see attached copy) As a matter of good faith, we would be willing to refund Ms ***’s $40.00; however, we are confident that we did not act in any in any manner that was unprofessional, or that was not in accordance with providing excellent customer service to the ***’sChristian *F [redacted] , President NORTHEAST ENERGY, INC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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] ***