John Callahan

October 31, 2016In response to the above-mentioned complaint:Customer gave an almost accurate account of the encounter. The most important detail that he failed to mention is that upon inspection of the fireplace pointed out to him that the pilot assembly was rusted and corroded and that I would...

attempt to clean it, but it would likely need to be replaced.In my attempt to clean it, the spark rod broke off. I commented that I had never broken a spark rod in all my years of doing this and that I would make an attempt to retrofit a new spark rod temporarily until a new one could be ordered. That attempt failed, therefore advised the customer that a new pilot assembly would be needed.In my experienced expert opinion, the spark rod was so rusted and corroded, it was not a surprise that it broke.I directed the customer to a website where he could find the part so it would be less costly for him to purchase it and I would come back and install it. At that time, he indicated that should pay for it because broke it. I stated that "you can't expect me to pay for your old corroded pilot assembly" he said "I never heard of that before, you break something and don't fix it?" I said, I don't pay for old Corroded parts." At this point, I realized we were going to agree to disagree and I do not have time to stand in someone's kitchen and argue over something so frivolous, so I said "unbelievable" and left.The customer did not pay me for the service call, which is $84.80, my minimum fee. Therefore, the most would be willing to do to settle this complaint is to pay the difference between the service call and the new part he ordered, which is $29.15.John C