Furnace Doctors

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 meSincerely, [redacted] ***

Yes, this customer needed service through his home warranty on 12/09/to which it was sent to us on the 9thWe promptly responded resulting in the initial FIRST visit being THE VERY NEXT DAY AS WELL AS A SATURDAY which we normally do not work!! We were VERY expedient if you consider thisWe diagnosed a bad inducer motor which needed to be ordered, which we promptly did on the 12th (Monday, THE NEXT BUSINESS DAY IN THE OFFICE) and got our authorization from the home warranty to proceedAfter obtaining the motor approxdays later, we scheduled with the homeowner for the 15th and installed the partThis customer needs to realize that heating companies don't just have ANY OR EVERY part on hand and rely on stock of the applicable make of their unit from part houses and their availabilityIt is for this very reason that we cannot always return same or even next day sometimes but still, this turn around was NOT a lengthy one and was responded to in a reasonable time frameAs it turned out on our return visit, after installing the inducer motor and for the first time getting to see the furnace running, we discovered the inducer pushing very high CO levels up the chimney indicating a cracked heat exchangerWithout the installation of that new motor we would not have been able to know this unless we disassembled the furnace which is lengthy and unnecessaryIt was AT THAT TIME that we moved forward with a recommendation of a new furnace through the home warranty The home warranty companies take the information we give them regarding the existing unit and THE HOME WARRANTY COMPANY orders and ships the new unitThis can take several weeks, especially in the middle of winter due to the shippers schedule and inclement weatherNow I sit here in Seattle and know when the unit is ordered and also know that it has been extremely typical for units to arrive to a local part house of the brand the home warranty orders through in real timeThe home warranty company employees are located in other scattered states and I'm assuming only see "estimated" shipping times on their computers therefor give customers a inaccurate time of delivery to which of course sounds much more desirable than my reality of a much longer ship time and THAT'S just a FACT! If the home warranty company told this customer bad information then that is NOT on us because I always clearly state that it can take weeks OR MORE based on MY EXPERIENCE!! And the reason we aren't always sure "where the furnace is" (as this customer states we said) is because the units all arrive to different locations depending on which supplier the HW ordered through and they do not always tell us which one they chose and they use severalWe usually HAVE to call to locate a unit we're looking for, THEY ARE NOT SHIPPED TO US!! As for this customers "installation fee's" and wanting them dropped, these are necessary fee's as they are the actual connection costs of installing this new unitThe HW companies do not cover these and we do not give them away and the new unit will NOT heat without them so he will be responsible to pay these fee's in order to have heat The ACTUAL furnace delivery date to a Seattle part house as told to me by the receiver at that part house was January 2ndIt was NOT December 23rd as this customer falsely states......unfortunately the furnace arrival dates usually NEVER jive with our installation schedule availability and the reason this customer has not been responded to since our last conversation on the update is because he has begun this formal complaint and we are not comfortable scheduling him until THIS is resolvedThis customer was advised only days a go that there was a good possibility that we could install this furnace on January 19th if another customer's previously scheduled install did not go through as planned or that worse case, it would be the following week of January 25thNow sadly both of these options will not happen due to this complaintThis has been a very busy winter so scheduling has been tricky at best as we've had many other customers as well needing installations so availability will tend to naturally be delayed and limited out of our controlThis development with Revdex.com has further hampered the availability as we are scheduling other installations daily and as I stated earlier in this response, we will NOT save a date for this customer until this matter is resolved Furthermore, we will no longer accept any form of payment that is cancellable for the out of pocket expense he is required to pay at the time of installation if we end up moving forward because he is now planting doubt that he will not later cancel the chargeThis customer will be required to pay cash BEFORE our crew begins the installation Once this customer has decided he is ready to move forward with the installation through us, he will need to correspond with the owner of Furnace Doctors, JohnDO NOT CONTACT THE OFFICE!! ONLY John will be handling this from this point onHe may contact John through emailJohn's email is [redacted] @aol.com Thank you, Furnace Doctors Inc

The customer needs to consult with his home warranty company they are the ones that determine the non covered cost associated with his policy not Furnace DoctorsAccording to the home warranty company and my office staff the customer was made aware of the non covered cost in the course of the whole furnace ordering and authorizing process otherwise the furnace never would have been ordered and scheduled.The customer is stating that he was never made aware of the non covered cost but the furnace never would of been ordered or scheduled without that consentThe home warranty company is the purchaser and supplier of the equipment furnace doctors supplies the labor and miscellaneous partsThere is different levels of policies that the customer could have purchased from the home warranty company not unlike auto insuranceDifferent level policies have specific coverage and non covered itemsFurnace Doctors does not sell or interpret those policiesThe non covered items in dispute are 100% told to us by the home warranty company as to what is covered and what is not covered, determined by what level of policy was purchasedIts unfortunate that the customer feels he was scammed or mislead because that simply is not the case but we were following the guidance of the home warranty company who alone tells us what is and isn't covered based on their individual coverageRegards John

The employee was named Josh and we treated him with the utmost respect despite his extremely rude attitude I think the owner of this company would be best served by reading the numerous horrendous reviews published about this company on multiple websites Revdex.com should review these records also and note accordingly Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Initial Business Response /* (1000, 5, 2015/11/04) */
I was unaware that there was an issue with this callWe did not charge for replacing the batteriesThe $is the standard diagnosis fee that we charge to come out to diagnose a no heat situation
The homeowner informed us that his
furnace was not working once he got homeHe did not inform us that his thermostat was not displaying
I would welcome the homeowner to call me to discuss
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The thermostat only showed a low battery it was not deadThat is why I did not inform them the thermostat was not displaying because it wasI just would appreciate someone to ask if the low battery light is on before they send someone out to charge $to check the thermostat and tell me to replace the batteriesIt does not make it any more fun when the service technician laughs and says it happens all the timethat tells me they know what the problem is many times before sending the technician and rather then tell a customer over the phone to check the batteries they would like to take the easy ,knee form the customerI felt taking advantage of
Final Consumer Response /* (2000, 10, 2015/11/06) */
Final Business Response /* (4000, 9, 2015/11/06) */
We will refund the money to the customerOur tech was attempting to help the customer not feel bad about not changing the battery and calling usIt does not happen all the time as homeowners usually know to change the battery
The $is to cover the cost of the technician waiting until the homeowner was home and the cost of going to the customers home

This customer has a "home warranty" that requires the first company that responds to collect a $co-pay despite what happens with the job thereafterA lot of these home warranty customers do not realize this is a requirement like a co-pay when you go to a doctorYou do not have a choice
under your contract to not pay the co-pay so we will not be refunding that moneyI spoke with Ms*** specifically regarding this fact the date she called to complain and this was early on in the conversation to which she replied that she understood this and agreed. Secondly, what she was referring to as a "learning experience" (told to her by myself) was the fact that our technicians are NOT to come out to a home and move boxes, furniture etcbut need these spaces that provide access to be freed prior to us coming to the homeI reported this to her home warranty company early on when the home warranty company called us for our report because Ms*** had called to complain about our tech's asking her to have access made. The home warranty company told us, we rightfully could have just left and rescheduled since she was not properly prepared for us"That" I told her, (politely) "would be a learning experience for her and any future contractor that would come to her home, to be properly prepared." I spent more than minutes on the phone politely listening to this customer and briefly responding from time to time saying, "excuse me, I can answer that" to which she said I was polite about interjectingI obviously cared enough to take that extensive amount of time with her on the phone and expected to resolve this matter then but when I explained how I understood that we would not return under the circumstances that she was soooo unhappy with us, she exploded on me screaming how "that was not the correct response!" Hence, my reply that "she was on a witch hunt" because it was quite apparent that she was completely unreasonable and unpleasable with so far different people! I asked Ms*** if she was "on bed rest" why she didn't have any help with preparing the work area or keeping her several small children from being in our tech's way to which she responded, "I have a husband and a nanny." It is still unknown why the husband (whom was not home to our knowledge) or nanny (whom was at the home) did nothing to help a pregnant mother with several small children on "bed rest"It was very clear that Ms*** ("whom was on bed rest") was running the show, very poorly I might addAny "days of pain" due to her "moving her furniture" would be on her and the "nanny" whom did nothing to help and it was NOT the bed that she moved (our tech moved that) but a small side table that she scooted. The other woman ("nanny") nor Ms*** had control of the youngest children (approxyears old?) and the children were in the way and under foot constantly shooting toy guns at my tech'sWe cannot have small children under foot while we are working with dangerous situations such as gas, or electricity for everyone's safetyThe only thing said to one of the children was, "look out buddy!" (Exact words) This technician is a very kind, capable techHe is trained in all scopes of HVAC as are all our othersWe pride ourselves in that our company can work on every type of fuel or systemMs*** explained to me that while the second company's owner "had boiler experience" he "was retired" so he would not come to purge the systemPurging or bleeding is when you are trying to get any air from the pipes that deliver the heatThis is operation that happens through natural evaporation thus leaving air to fill those pipesBleeding can take up to several hours on certain systems to ensure the entire system is air free and water can flowWe cannot as a contractor with home warranty companies fulfill or complete large jobs such as bleeding without authorization and proper time rescheduled to do soThe first trip out is almost always a fact finding trip that we then report back to the home warranty company unless we know it is a simple fix to which we then will complete such as the second company did with the thermostat but they apparently cannot work on boilersI spoke with both of our tech's that responded to this customers home and they stated that when it was time to leave they began "their usual dialog" of what to do and what happens next to which Ms*** stated, "I own this home and you will NOT leave until I am satisfied you have heard me!" So, they reluctantly obliged her, listened to her rant about "what SHE expects them to do" treating them like children and they told her we or the home warranty company would be in contact with herMs*** was very inappropriate, rude, unprepared and had no control over her childrenI stated that we would not be returningOur tech's and myself do not need the constant harassment from this customerThere are many other kind, appropriate and prepared customers out there to replace her. We honestly regret ever accepting this service order through her insurance company as she is the type that nothing can please and only gets satisfaction harassing people and zapping our time having to respond to meritless complaints. We are dispatched through a home warranty company (not Ms***) therefor we will NOT be returning to "finish" anything for this customer

Complaint: ***
I am rejecting this response because:Regardless of my policy, this team came into my house and did work without any paperwork, a handshake, or even a quoteOnly when the work was finished was money mentionedThis is a typical scam procedure to get more money out of me than was dueThe work performed was 3-hoursThat's not $worth of workIf Furnace Doctors wanted more money out of me, that should have been done before anyone drove to my house.Trying to bully me for more cash after the work is done is how scam artists operateNo one comes into someone's house without a contract in hand first
Sincerely,
*** ***

Our advertising is very clear regarding our services and packages and pricing To my knowledge we are the only duct cleaning company that actually has a video on the home page showing the separate types of cleaning we provide and what you receive with those cleanings I don't know
where the claim about hours is coming from Each home is different and thus takes different times.The customer received exactly what he purchased My lead technician who did the original job and also went back out, Aaron, explained both times what to expect and why the deep clean may be a better option for him The customer purchased the Air Whip or Maintenance Cleaning to save money The customer stated he was not able to pay for the higher package even when we offered a discount to him for customer service purposes He stated he already had a negative balance in his checking account.Our advertising is, in my opinion, the most clear and honest of any company doing duct cleaning We have homeowners mention how straight forward it is We have nothing to hide.The customer told Aaron that he was all good with everything before Aaron left He understood the type of cleaning he needed for a complete cleaning He also understood why the Deep Clean was needed Aaron received a call from the customer minutes later saying he was going to call the Revdex.com even though he was good with everything that was explained I can only assume in an effort to get a discount.It would be unfair to our customers and unethical to offer $off of the service that the customer agreed to and received just because he wants it All of our customers pay the same price based on the size of the home, vents and level of cleaning The only difference is coupons. Wayne A ***

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]

Yes, this customer needed service through his home warranty on 12/09/2016 to which it was sent to us on the 9th. We promptly responded resulting in the initial FIRST visit being THE VERY NEXT DAY AS WELL AS A SATURDAY which we normally do not work!! We were VERY expedient if you consider...

this. We diagnosed a bad inducer motor which needed to be ordered, which we promptly did on the 12th (Monday, THE NEXT BUSINESS DAY IN THE OFFICE) and got our authorization from the home warranty to proceed. After obtaining the motor approx. 2 days later, we scheduled with the homeowner for the 15th and installed the part. This customer needs to realize that heating companies don't just have ANY OR EVERY part on hand and rely on stock of the applicable make of their unit from part houses and their availability. It is for this very reason that we cannot always return same or even next day sometimes but still, this turn around was NOT a lengthy one and was responded to in a reasonable time frame. As it turned out on our return visit, after installing the inducer motor and for the first time getting to see the furnace running, we discovered the inducer pushing very high CO levels up the chimney indicating a cracked heat exchanger. Without the installation of that new motor we would not have been able to know this unless we disassembled the furnace which is lengthy and unnecessary. It was AT THAT TIME that we moved forward with a recommendation of a new furnace through the home warranty.
The home warranty companies take the information we give them regarding the existing unit and THE HOME WARRANTY COMPANY orders and ships the new unit. This can take several weeks, especially in the middle of winter due to the shippers schedule and inclement weather. Now I sit here in Seattle and know when the unit is ordered and also know that it has been extremely typical for units to arrive to a local part house of the brand the home warranty orders through in real time. The home warranty company employees are located in other scattered states and I'm assuming only see "estimated" shipping times on their computers therefor give customers a inaccurate time of delivery to which of course sounds much more desirable than my reality of a much longer ship time and THAT'S just a FACT! If the home warranty company told this customer bad information then that is NOT on us because I always clearly state that it can take 2 weeks OR MORE based on MY EXPERIENCE!! And the reason we aren't always sure "where the furnace is" (as this customer states we said) is because the units all arrive to different locations depending on which supplier the HW ordered through and they do not always tell us which one they chose and they use several. We usually HAVE to call to locate a unit we're looking for, THEY ARE NOT SHIPPED TO US!!
As for this customers "installation fee's" and wanting them dropped, these are necessary fee's as they are the actual connection costs of installing this new unit. The HW companies do not cover these and we do not give them away and the new unit will NOT heat without them so he will be responsible to pay these fee's in order to have heat.
The ACTUAL furnace delivery date to a Seattle part house as told to me by the receiver at that part house was January 2nd. It was NOT December 23rd as this customer falsely states......unfortunately the furnace arrival dates usually NEVER jive with our installation schedule availability and the reason this customer has not been responded to since our last conversation on the update is because he has begun this formal complaint and we are not comfortable scheduling him until THIS is resolved. This customer was advised only days a go that there was a good possibility that we could install this furnace on January 19th if another customer's previously scheduled install did not go through as planned or that worse case, it would be the following week of January 25th. Now sadly both of these options will not happen due to this complaint. This has been a very busy winter so scheduling has been tricky at best as we've had many other customers as well needing installations so availability will tend to naturally be delayed and limited out of our control. This development with Revdex.com has further hampered the availability as we are scheduling other installations daily and as I stated earlier in this response, we will NOT save a date for this customer until this matter is resolved.
Furthermore, we will no longer accept any form of payment that is cancellable for the out of pocket expense he is required to pay at the time of installation if we end up moving forward because he is now planting doubt that he will not later cancel the charge. This customer will be required to pay cash BEFORE our crew begins the installation. 
Once this customer has decided he is ready to move forward with the installation through us, he will need to correspond with the owner of Furnace Doctors, John. DO NOT CONTACT THE OFFICE!! ONLY John will be handling this from this point on. He may contact John through email. John's email is [redacted]@aol.com. 
 
Thank you,
Furnace Doctors Inc

The employee was named Josh and we treated him with the utmost respect despite his extremely rude attitude.  I think the owner of this company would be best served by reading the numerous horrendous reviews published about this company on multiple websites.  Revdex.com should review these records also and note accordingly. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I do not have enough information regarding this customer ie; home warranty co name, other associated last names, date of service...to be able to respond to his particular service response complaint but our technicians are never rude but will firmly appropriately respond to a rude customer if spoken...

to that way by them. They human beings too and also deserve respect so without knowing the full extent of the situation as this customer does not clearly state it here, I cannot comment to that. What I can comment to is the said service fee. This customer is a home warranty customer and the home warranty company has a contract with him. Their contract states that the "co-pay" be paid to the first contractor out to the home (this is despite any work being done by the first company.) This is NOT a labor fee, it is a co-pay only, like a deductible. It is non-refundable. If the first company out to the home does not complete the repairs then the home warranty may send another company and until the issue of the HVAC system is resolved the customer never has to pay the fee again to any other company.

The customer needs to consult with his home warranty company they are the ones that determine the non covered cost associated with his policy not Furnace Doctors. According to the home warranty company and my office staff the customer was made aware of the non covered cost in the course of the...

whole furnace ordering and authorizing process otherwise the furnace never would have been ordered and scheduled.The customer is stating that he was never made aware of the non covered cost but the furnace never would of been ordered or scheduled without that consent. The home warranty company is the purchaser and supplier of the equipment furnace doctors supplies the labor and miscellaneous parts. There is different levels of policies that the customer could have purchased from the home warranty company not unlike auto insurance. Different level policies have specific coverage and non covered items. Furnace Doctors does not sell or interpret those policies. The non covered items in dispute are 100% told to us by the home warranty company as to what is covered and what is not covered, determined by what level of policy was purchased. Its unfortunate that the customer feels he was scammed or mislead because that simply is not the case but we were following the guidance of the home warranty company who alone tells us what is and isn't covered based on their individual coverage. Regards John