I understand that you wish things unfolded differently and so do IIn fact I wish that we still had you as a customer who called us for repairs, installs, and services, as you have for many years, but we cannot provide services for a customer when they do not trust our opinion and who continues to blame every event on our work from over years ago (even after a 3rd party contractor told you our work was a "nice clean job" as you described in one letter)The system had some issues very soon after the install (which unfortunately happens) and those issues were repaired and dealt with in a timely mannerThen, there was no loss of heat for years after thisThe cold water issue was diagnosed as a cold water sandwich, but we still do not know if that is the case because you chose not to go with our recommendationRegarding the $credit requestOur answer was not flat out noOur answer was and is as follows: This was for items (not as you are suggesting), (1) using copper instead of pex where ever possible, (2) connecting the domestic water to the Navien and removing the existing water heater - which required extensive piping, (3) zone heating rather than When you consider the extra labor alone for this you have over $with guys for to hours, and then you have materials which involve a circulating pump, a mixing valve, extra valves, extra pipe, etcThe price is more than fair and this is for a job that is over years oldYou have also received several free services to-date as kind gestures; first was the valve body that our owner provided and installed at zero cost, second was replacing the existing wiring to one of the zone valves at no cost, third was we replaced a condensate pump that was years old and outside of warranty at no costEvery time you called us we responded quickly and if we determined that the problem was caused by us we made the repair with zero costs to you and your mom, even when it was outside of the warranty periodUnfortunately this last time when the repairs became chargeable repairs we were not able to come to a reasonable agreement - even though we provided almost $in repairs for only $I respectfully cannot credit an invoice that is over years old when your equipment worked without fault from 2/3/until 1/9/17, and the issue was determined as a wire failure on pre-existing wiresI would like to end by saying our doors are always open if you want to discuss this furtherI have never turned away a call, and I hope we can meet with some sort of positive agreement
I understand that you wish things unfolded differently and so do IIn fact I wish that we still had you as a customer who called us for repairs, installs, and services, as you have for many years, but we cannot provide services for a customer when they do not trust our opinion and who continues to blame every event on our work from over years ago (even after a 3rd party contractor told you our work was a "nice clean job" as you described in one letter)The system had some issues very soon after the install (which unfortunately happens) and those issues were repaired and dealt with in a timely mannerThen, there was no loss of heat for years after thisThe cold water issue was diagnosed as a cold water sandwich, but we still do not know if that is the case because you chose not to go with our recommendationRegarding the $credit requestOur answer was not flat out noOur answer was and is as follows: This was for items (not as you are suggesting), (1) using copper instead of pex where ever possible, (2) connecting the domestic water to the Navien and removing the existing water heater - which required extensive piping, (3) zone heating rather than When you consider the extra labor alone for this you have over $with guys for to hours, and then you have materials which involve a circulating pump, a mixing valve, extra valves, extra pipe, etcThe price is more than fair and this is for a job that is over years oldYou have also received several free services to-date as kind gestures; first was the valve body that our owner provided and installed at zero cost, second was replacing the existing wiring to one of the zone valves at no cost, third was we replaced a condensate pump that was years old and outside of warranty at no costEvery time you called us we responded quickly and if we determined that the problem was caused by us we made the repair with zero costs to you and your mom, even when it was outside of the warranty periodUnfortunately this last time when the repairs became chargeable repairs we were not able to come to a reasonable agreement - even though we provided almost $in repairs for only $I respectfully cannot credit an invoice that is over years old when your equipment worked without fault from 2/3/until 1/9/17, and the issue was determined as a wire failure on pre-existing wiresI would like to end by saying our doors are always open if you want to discuss this furtherI have never turned away a call, and I hope we can meet with some sort of positive agreement