Halco

To whom it may concern, The customer could have received the rebate in the mail had they not chosen to do the financing option as wellThe customer can't take advantage of both the financing and be paid the rebate money that they never paid in the first placeWe strive for 100% satisfactionWe are sorry that this customer is not happyWe feel the customer has been treated very fairly and we have went to great lengths to provide every reasonably explanation of the situation Thank you, Hal Smith President [email protected]

I spoke with [redacted] on the phone and she stated that she is rejecting the business response due to the fact that : The business told us that we were going to get the rebate through the mail, to us, personally, not deducted off the contract amountI will not recommend anyone else to use Halco Regards, [redacted] And [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me We are advising you that Halco Energy did call on June 1, and made appointment #for Monday, June 6, at 9a.mfor the lawn restoration of our solar installationWe are glad to say they did show at 9:and completed the project at 2:p.mon that dateWe are very happy this installation has come to an end with Halco EnergyI've taken the liberty of enclosing a timeline of the process we went through with them from beginning to endWe want to thank you for helping us complete our solar installationAs you can see from the timeline I've enclosed, they are poor at following up on appointments and servicing their customers We're very glad the work has been finally completed and our lawn looks goodSincerely, [redacted] and [redacted]

We sent [redacted] a Certified letter 11/23/The following is the letter we sent to her 11-23- [redacted] , NY [redacted] , Summary of Events: On 11-20-our tech Ron Bwas at your home to tune and clean your oven and gas furnace as part of your NYS Empower approved workBoth your oven and furnace were producing high levels of carbon monoxide ( the reason for the above service)Ron reports that he found separation in the crimped areas of the heat exchangerThis occurs after years of expansion and contraction during furnace useThere is no repair to this issue, you can only replace the heat exchanger or replace the furnaceRon B left electric space heaters in your home so that you did not go without heat That same afternoon, Brittany M from Halco contacted you providing options to get your furnace repaired / replacedShe instructed you to contract your utility provider and your local DSS to inquire about the HERR program that is designed to provide assistance when needed DSS of [redacted] NY [redacted] NY [redacted] ###-###-#### [redacted] Gas and Electric [redacted] NY [redacted] ###-###-#### As per our phone conversation earlier today, Halco will return to reassemble the furnace and perform a test out that will require your signature complete all paperwork to close out the NYS Empower program contacted workHalco will leave the gas and power turned off when completedWe currently have this scheduled for Monday Nov30th at pm Please let me know if this is not acceptable Thank you, Todd M Vice President/Operations Manager Halco Energy ###-###-#### [redacted] Road [redacted] , NY [redacted] Ph: ###-###-#### Fx: ###-###-#### www[redacted] .com On December 3rd we had representatives from Halco go to [redacted] 's houseThis is what inspired from there: Ron Band I went to [redacted] 's home and Ron put the furnace back togetherI tested the unit and did a test out at the home After my testing Ron and I shut the furnace power and gas offWe also told the customer about the dangers of running the furnace and I gave her some options for getting the furnace replaced such as through HEAP and or using the AHP programWe left the furnace down but left portable heaters so they would have heat Again, we left instructions on how to get help with the furnace, and the dangers of running it Ron D

I am in reciept of the complaintI would like to point out that we took the call on Saturday evening and responded on Sunday morningThe tech found a dirty pilat assembly causing a low pilat flameHe cleaned the pilat asembly and thought all was wellWhen he returned the next day and determined the the the thermally fused thermocouple needed to be replaced he gave the customer a choise to replace the part or to replace the waterheaterThis is not a simple standard thermocoupleThe reason he gave the customer the option of replacing the waterheater as another option was that it is a gravity vented waterheater orphoned in an unlined brick chimneyThe much safer better choise is to have a powervented water heater not using the old unlined brick chimneyThe draft on these unlined chimneys fails all the time and then the products of combustion spill into the home.It is pretty fishy that the customer did not call their regular plumber in the first place on the weekend and secondly they make this repair for freeSomething smells !!We are not in the business to rip anybody offWe have employees with a very good reputationAnyone can check our thousands of references by zipcode on our web site.With that said I will credit back the credit card the entire charge today [redacted] ***

I am in receipt of this complaint and have not yet been able to connect with this customer to discuss the issue she is having with her workWe have tried calling, leaving a voicemail, and even email, but have not yet spoken with this customerThe complaint does not outline the specifics as to why she is unsatisfied with the work performed or why she believes that service was rendered incompletelyThe job was completed last May, and we would like to understand what issues have arisen since thenThe purchase price does not reflect what we have in the system and the salesperson listed is not an actual salesman, but our appointment center managerWe really would like to have the chance to address the customers concerns, but need to speak with her to do so

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, Daniel [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below There are many errors in Halco's accounts of what happened that dayHalco wrote, "We also found leaks, one coming from the connection to the water heater and the other coming from the gate valve shutoff above that connection We also found loose ground wire going to the case." None of these were mentioned to me either during the estimate or after the job was doneHalco worte, "but also bring everything up to code Mrs [redacted] was then presented maintenance agreement(s) which would have provided her an additional 15% discount on the work needing to be performed." This is also new information for me Halco worte, "The work was quoted at a guaranteed flat rate price, meaning if the job took us hours to complete, we wouldn't have charged Mrs [redacted] anything additional" This is a new information to me tooI was never told that the price is for hrs of workEven though I am not professional plumber, I know that the job would not have taken anywhere close to hrs of workIf I had been informed of why the hefty $charge, I would have rejected the service upfront Halco worte, "when you're working with aged plumbing many times you may have items deteriorate, leak or provide any other obstacles aged plumbing tends to do when you're working with aged plumbing many times you may have items deteriorate, leak or provide any other obstacles aged plumbing tends to do." The whole house is only years old, and the part that the technician worked on is only two years oldWhere comes the old, aged pipe issue that Halco mentioned in their response? Halco wrote, "This isn't the first time Mrs [redacted] has had complaints about our pricing structure, but she has continued to use us for a variety of service work over the years." Are you kidding me? Are you talking about me? When had I filed a complaint against Halco before? I was not happy with the price after the job was done because when I called Halco's office, I have always been told that the dispatch fee will cover the first 30mins, and then the job will be billed by hoursThe estimate should not have taken an whole half hour because all the pipes are exposedNo additional tools are needed to do any additional testsHowever, the technician insisted that the job is tricky and he used up a full half hour to decide what needed to be doneHe said that the job was really complicated and could take him several hours to get it done, and spent most of his time persuading me changing the whole water tank, which was merely two years old When the technician left for picking up the parts, he said that the time getting the parts will not be includedHence when the technician came back and finished the job in one hour, I was totally shocked because he said that it would take him a long time cleaning up the pipe and get the pipe in the right positionI felt ripped off and asked for a breakdown, but was never given a breakdown of the prices, not mentioning the fee of $to get the part to get the job done on the same dayMy hot water problem was never an emergencyAlso, the job was done way earlier than when the technician reportedI was working upstairs the whole timeWhen I found a break in my work and went downstairs, the job was completed already and the technician was sitting in the carSo his departure time was not an accurate estimate of when the job was completedHalco's response letter contains many statements that deviate from what actually happened during the service call, which unfortunately makes the credibility of Halco in greater doubtI think a third party evaluation of the scope of the job is essential to re-establish Halco's reputationRegards, [redacted] ***

In response to Mrs***'s response she indicates she was not made aware of the leaks coming from the gate valve or the issues with the ground wire for the water heater Please see attached invoice # in which our technician clearly documents the gate valve leaking and replacing the valve as well as the ground wire being loose and the repairs he made to it Also, indicative on this invoice is the discounted price Mrs [redacted] could have received on the work had she chose to sign up on one of our maintenance agreements We have also attached two prior invoices for work we performed for Mrs [redacted] prior in which she acknowledges and declines our maintenance agreementWe certainly value Mrs***'s feedback and appreciate her hiring us, however, the work performed was done at an agreed price between both Halco and the customer before the work was started Upon completion of the work is when Mrs, ***'s complaint of the price arose At that time we provided her a discount on the work, which is clearly documented on invoice # in the name of good customer serviceTo clarify our statement on the work taking hours Our work is quoted at a flat rate and our customers are always made aware of the price up front and before we proceed with any work we receive approval from our customers Meaning if we quote a job at a flat rate which we intend to complete in hours, but it takes hours, nothing additional is charged to the customer Where as contractors charging an hourly rate would go back and charge a customer more if a job takes longer than expected We feel strongly we have provided Mrs [redacted] a premium service for a fair and pre-agreed price We also provided Mrs [redacted] a discount after the work was completed due to her complaints on the price in order to maintain a good working relationship with herIn our 30+ years of being in business we always strive to provide our customers a premium customer service experience for a fair price We feel the visit in question fits into that category Thank you for your time

the way I see it they come into your home and give you a big line of crapthey tell you they will get back to you in a FEW days on what they are going to submit or what your approved for a month later and nothingso I called and they said they would mail the informationits been weeksmust be they ran out of stamps, still nothing at weeks plus after being at my home I wouldnt want them starting work in my home and not be back for a month or two or wheneveriv been in the construction industry my whole life and when a contractor dont follow up as they say it says a lot as to the work to be expected glad they didnt come to change a window or something and just neglect to bother to come back and follow thru with job

Halco Energy Performed Mechanical and Insulation improvements to [redacted] 's home on 11-8-13 through the NYS Empower program. Contracted to Install a new water heater, CFL lights, Low flow shower head, Digital programmable thermostat, Spray foam rim joists, CO / Smoke Detector,... Air seal, insulate and fabricate basement door, Air sealing. Ms. [redacted] had an existing washer and dryer installed in an unconditioned area prior to our work being done. It is suspected when Halco Energy tightened up and insulated the basement, heat no longer escaped the basement to keep this porch area above the freezing point. As a courtesy and in the spirit of keeping happy customer- even thought we do not feeling it is our responsibility. Halco Energy will be returning to build and insulated a wall to bring this area into conditioned space. This work is to be done during the week of December 14th 2015.

RE: [redacted] To whom it may concern, On October 18th, 2013, I spoke with [redacted] in great detail about this situation I explained that the rebate came off the amount of the loan and the loan documents are generated for the remainder of the job total per NYSERDA This resulted in [redacted] having to pay back a smaller amount and also make smaller loan payments NYSERDA will not finance the rebate and we have no choice in this matter Therefore the amount of the GJGNY loan and the HEMI rebate paid the job in full Below is a breakdown of her job that has been paid in full Bottom line they did not pay any money out of pocket [redacted] explained to me that she wanted to loan the full amount of the job so she could use the $for other things NYSERDA provides these rebates and low interest loans but they will not loan you more than the net amount of the job If the customer did not take advantage of the low interest loan, they could have paid for the job in full and then received the 10% rebate Total Job: $16, Total Loan: $14, HEMI Rebate: $1, $ Please do not hesitate to contact me with any questions Thank you, Hal Smith President

I am in reciept of the complaintI would like to point out that we took the call on Saturday evening and responded on Sunday morningThe tech found a dirty pilat assembly causing a low pilat flameHe cleaned the pilat asembly and thought all was wellWhen he returned the next day and
determined the the the thermally fused thermocouple needed to be replaced he gave the customer a choise to replace the part or to replace the waterheaterThis is not a simple standard thermocoupleThe reason he gave the customer the option of replacing the waterheater as another option was that it is a gravity vented waterheater orphoned in an unlined brick chimneyThe much safer better choise is to have a powervented water heater not using the old unlined brick chimneyThe draft on these unlined chimneys fails all the time and then the products of combustion spill into the home.It is pretty fishy that the customer did not call their regular plumber in the first place on the weekend and secondly they make this repair for freeSomething smells !!We are not in the business to rip anybody offWe have employees with a very good reputationAnyone can check our thousands of references by zipcode on our web site.With that said I will credit back the credit card the entire charge today. *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The attached documents have been provided to the customer, *** ***We have informed the customer that we have submitted this information to the Revdex.comPlease let us know what steps need to be taken to resolve/close this complaint with the Revdex.comThank you, Halco

We had work on our home almost years agoThis February being as bad as it was, we had terrible ice dam issues that went beyond what we should have had considering we spent a small fortune and had all our walks, crawl spaces and roof insulated.(blown in) HALCO came immediately and saw damage, took pictures and corrected areas of concernI would not hesitate to recommend them based on responseA bad experience turned out good

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
There are many errors in Halco's accounts of what happened that dayHalco wrote, "We
also found leaks, one coming from the connection to the water heater
and the other coming from the gate valve shutoff above that connection
We also found loose ground wire going to the case." None of these were mentioned to me either during the estimate or after the job was doneHalco worte, "but
also bring everything up to code Mrs*** was then presented
maintenance agreement(s) which would have provided her an additional 15%
discount on the work needing to be performed." This is also new information for me. Halco worte, "The
work was quoted at a guaranteed flat rate price, meaning if the job
took us hours to complete, we wouldn't have charged Mrs*** anything
additional" This is a new information to me tooI was never told that the price is for hrs of workEven though I am not professional plumber, I know that the job would not have taken anywhere close to hrs of workIf I had been informed of why the hefty $charge, I would have rejected the service upfront. Halco worte, "when
you're working with aged plumbing many times you may have items
deteriorate, leak or provide any other obstacles aged plumbing tends to
do.when
you're working with aged plumbing many times you may have items
deteriorate, leak or provide any other obstacles aged plumbing tends to
do." The whole house is only years old, and the part that the technician
worked on is only two years oldWhere comes the old, aged pipe issue
that Halco mentioned in their response? Halco wrote, "This
isn't the first time Mrs*** has had complaints about our pricing
structure, but she has continued to use us for a variety of service work
over the years." Are you kidding me? Are you talking about me? When had I filed a complaint against Halco before? I was not happy with the price after the job was done because when I called Halco's office, I have always been told that the dispatch fee will cover the first 30mins, and then the job will be billed by hoursThe estimate should not have taken an whole half hour because all the pipes are exposedNo additional tools are needed to do any additional testsHowever, the technician insisted that the job is tricky and he used up a full half hour to decide what needed to be doneHe said that the job was really complicated and could take him several hours to get it done, and spent most of his time persuading me changing the whole water tank, which was merely two years old. When the technician left for picking up the parts, he said that the time getting the parts will not be includedHence when the technician came back and finished the job in one hour, I was totally shocked because he said that it would take him a long time cleaning up the pipe and get the pipe in the right positionI felt ripped off and asked for a breakdown, but was never given a breakdown of the prices, not mentioning the fee of $to get the part to get the job done on the same dayMy hot water problem was never an emergencyAlso, the job was done way earlier than when the technician reportedI was working upstairs the whole timeWhen I found a break in my work and went downstairs, the job was completed already and the technician was sitting in the carSo his departure time was not an accurate estimate of when the job was completedHalco's response letter contains many statements that deviate from what actually happened during the service call, which unfortunately makes the credibility of Halco in greater doubtI think a third party evaluation of the scope of the job is essential to re-establish Halco's reputationRegards, ** ***

Good Afternoon,We are in receipt of Mr*** complaint We have already taken care of wiping the balance shown on Mr, *** account It looks as if Mr*** did in fact provide his credit card information and an error of some sort was made in our office at that time and the card
was not charged This error is at no fault the customer's and rather than dragging this situation out, we have wiped that invoice to a zero balance There is currently no outstanding balance owed on Mr*** account.As far as the credit card information being whited out, we did that as a security measure The invoice was emailed to Mr*** and for his security we made sure the information was whited out to avoid any potential credit card fraud Credit card fraud is a common practice for many criminals and we always take every measure possible to protect our customers This situation was no different.At this time Mr*** has a zero balance on his account and we certainly apologize for any inconvenience this may have caused.Thank you for your time.Respectfully,Brandon G***Service Manager

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Although he forgot to mention a few things but as long as the work is done and I don't have to worry about it, I am satisfied
Regards,
*** ***

Good Afternoon,We are in receipt of Mr*** complaint We have already taken care of wiping the balance shown on Mr, *** account It looks as if Mr*** did in fact provide his credit card information and an error of some sort was made in our office at that time and the
card was not charged This error is at no fault the customer's and rather than dragging this situation out, we have wiped that invoice to a zero balance There is currently no outstanding balance owed on Mr*** accountAs far as the credit card information being whited out, we did that as a security measure The invoice was emailed to Mr*** and for his security we made sure the information was whited out to avoid any potential credit card fraud Credit card fraud is a common practice for many criminals and we always take every measure possible to protect our customers This situation was no differentAt this time Mr*** has a zero balance on his account and we certainly apologize for any inconvenience this may have causedThank you for your timeRespectfully,
Brandon G***
Service Manager