On October 30, South Side Plumbing and Heating received written notification from your office informing us of a recent complaint filed by a customerPlease accept the following as our formal reply On, or about October 15, a service technician arrived to Mr [redacted] s residence at [redacted] *** The technician was advised by the owner of “clicking” sounds originating from the furnace while in operationThe technician observed the existing mercury bulb flame sensor was faulty and required replacementAn inquiry was made to a local vendor regarding cost and availability, when the technician approached Mr [redacted] with costs Mr [redacted] insisted he could purchase the component on line for $at which point no further effort was put forth in obtaining repair components, or providing follow up serviceFurthermore, the technician did visually identify, and observe several “owner repairs” to the electrical wiring harness which included safety features using wire not recognized as Authorized OEM Replacement componentsThere were also several existing wires within the furnace that still showed signs of melted insulation indicating excessive heat was present at some pointIt was also noted the customer field modified the spark box from its factory location within the burner assembly area, to the blower assembly areaWith the vast amount of previous repairs that were made by others is making tracing electrical problems with a voltage meter difficult to impossible On, or about October 20, Mr [redacted] called our office to inquire on the status of repair parts ordered, he was informed no parts were ordered based on his ability to purchase online at a lesser cost, Mr [redacted] then provided verbal authorization for the Flame Sensor to be purchased by us and that he would be contacted upon availability of same On, or about October 23, a second technician was sent to Mr [redacted] ’s residence to install the newly purchased Flame Sensor where upon he installed said sensorto the existing pilot tubing, as many wouldAt that time the furnace was attempted to be activated when it was observed by the technician the unit also had a faulty spark control preventing ignitionAgain, it was observed and documented the furnace “appeared to be miswired” and “may be unsafe” and a recommendation to obtain a wiring schematic was forwarded to Mr [redacted] who also proclaimed he had infact performed previous wiring work to the furnace in addition to attempting repairs to the flame sensor wiring by means of splicing wires with a crimp connection, and that the unit had been working satisfactorily since the time of his repairsThe recommendation was made to ensure that the alleged re-wiring was done correctly and that nothing was overlooked, which may, or may not have had an impact on the previously mentioned spark control not igniting the burner assemblyThe furnace was left off as a safety precaution for Mr [redacted] A recommendation was also verbally conveyed, and documented that Mr [redacted] consider updating the furnace due to its age (approxyears if not older) The following day October 24, 2014, a phone message was left at Mr [redacted] ’s residence to discuss replacement options, as well as informing him that the manufacturer could not provide a technical manual illustrating the electrical wiring due to the units age, and that without said manual we were no longer willing to service his unit for liability and safety reasonsFinally on October 28, Mr [redacted] phoned to reveal his lack of confidence in our service technician’s abilities in correctly diagnosing his furnace issues, and by not providing him the service he was seekingMr [redacted] continued to badger and belittle the technician’s abilities and experience, which combined total at least years Furthermore, Mr [redacted] could not understand the unit was left off for his safety, as was the recommendation of replacementFinally, a verbal agreement was made to return to his residence on Friday October 31, to replace the pilot tubing at no cost to Mr [redacted] In closing, contrary to Mr [redacted] ’s belief, South Side Plumbing and Heating does not charge $ per hour for one heating technician, his accusation that we do is not factualAlso, Mr [redacted] obviously filed his complaint shortly after scheduling the October 3l~ service visitAs for Mr [redacted] ’s claims of requesting service from others and paying for said service South Side Plumbing and Heating requests a copy of the invoice clearly stating company name, state license number, diagnosis, and cost of repairs for further considerationTo date Mr [redacted] has not been billed, nor has any fee associated with our two trips been collected, therefore his claims of charges of $are false We believe this correspondence shall suffice South Side Plumbing and Heating, Inc
On October 30, South Side Plumbing and Heating received written notification from your office informing us of a recent complaint filed by a customerPlease accept the following as our formal reply On, or about October 15, a service technician arrived to Mr [redacted] s residence at [redacted] *** The technician was advised by the owner of “clicking” sounds originating from the furnace while in operationThe technician observed the existing mercury bulb flame sensor was faulty and required replacementAn inquiry was made to a local vendor regarding cost and availability, when the technician approached Mr [redacted] with costs Mr [redacted] insisted he could purchase the component on line for $at which point no further effort was put forth in obtaining repair components, or providing follow up serviceFurthermore, the technician did visually identify, and observe several “owner repairs” to the electrical wiring harness which included safety features using wire not recognized as Authorized OEM Replacement componentsThere were also several existing wires within the furnace that still showed signs of melted insulation indicating excessive heat was present at some pointIt was also noted the customer field modified the spark box from its factory location within the burner assembly area, to the blower assembly areaWith the vast amount of previous repairs that were made by others is making tracing electrical problems with a voltage meter difficult to impossible On, or about October 20, Mr [redacted] called our office to inquire on the status of repair parts ordered, he was informed no parts were ordered based on his ability to purchase online at a lesser cost, Mr [redacted] then provided verbal authorization for the Flame Sensor to be purchased by us and that he would be contacted upon availability of same On, or about October 23, a second technician was sent to Mr [redacted] ’s residence to install the newly purchased Flame Sensor where upon he installed said sensorto the existing pilot tubing, as many wouldAt that time the furnace was attempted to be activated when it was observed by the technician the unit also had a faulty spark control preventing ignitionAgain, it was observed and documented the furnace “appeared to be miswired” and “may be unsafe” and a recommendation to obtain a wiring schematic was forwarded to Mr [redacted] who also proclaimed he had infact performed previous wiring work to the furnace in addition to attempting repairs to the flame sensor wiring by means of splicing wires with a crimp connection, and that the unit had been working satisfactorily since the time of his repairsThe recommendation was made to ensure that the alleged re-wiring was done correctly and that nothing was overlooked, which may, or may not have had an impact on the previously mentioned spark control not igniting the burner assemblyThe furnace was left off as a safety precaution for Mr [redacted] A recommendation was also verbally conveyed, and documented that Mr [redacted] consider updating the furnace due to its age (approxyears if not older) The following day October 24, 2014, a phone message was left at Mr [redacted] ’s residence to discuss replacement options, as well as informing him that the manufacturer could not provide a technical manual illustrating the electrical wiring due to the units age, and that without said manual we were no longer willing to service his unit for liability and safety reasonsFinally on October 28, Mr [redacted] phoned to reveal his lack of confidence in our service technician’s abilities in correctly diagnosing his furnace issues, and by not providing him the service he was seekingMr [redacted] continued to badger and belittle the technician’s abilities and experience, which combined total at least years Furthermore, Mr [redacted] could not understand the unit was left off for his safety, as was the recommendation of replacementFinally, a verbal agreement was made to return to his residence on Friday October 31, to replace the pilot tubing at no cost to Mr [redacted] In closing, contrary to Mr [redacted] ’s belief, South Side Plumbing and Heating does not charge $ per hour for one heating technician, his accusation that we do is not factualAlso, Mr [redacted] obviously filed his complaint shortly after scheduling the October 3l~ service visitAs for Mr [redacted] ’s claims of requesting service from others and paying for said service South Side Plumbing and Heating requests a copy of the invoice clearly stating company name, state license number, diagnosis, and cost of repairs for further considerationTo date Mr [redacted] has not been billed, nor has any fee associated with our two trips been collected, therefore his claims of charges of $are false We believe this correspondence shall suffice South Side Plumbing and Heating, Inc