ComplaintsforAuchinachie Plumbing & Heating

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Auchinanchie's website says $119 for water heater repair service. Clearly states they'll diagnose problem and give you solution for that price. See picture of website attached. Around July 10, 2022 I called explaining our water heater is working intermittently, but we had trouble restarting at times. They quoted me $119 on the phone. It was my understanding they would diagnose the problem for that price, then discuss what additional work (and costs) may be necessary to correct issue. July 8, 2022 technician responded, attempted diagnosing issuing, explained because it was functioning he could not determine the issue. Then gave me invoice *********, for $267.84! Charged additional $129.00 inspection service charge that was not disclosed on phone nor prior to performing work. He did not fix anything, in fact could not diagnose the problem. Had I known he needed to be there when it was not functioning I would have rescheduled the appointment. This company falsely advertised their service - I should have ONLY been charged the $119 and I should have diagnosis to the problem. I requested written report and options by email, only received invoice when I called to discuss my concerns. That call did not get me customer satisfaction resulting in this complaint. I would like refund for the additional charges and tax in amount of $139.32 AND a technician at my house when the heater is not functioning to finish testing. If they do not want to come back, I believe I should be fully refunded in amount of $267.84 as they did not preform what they promised. Additionally, it is very disturbing the quotes shared with me - to replace hot water heater over $5,000 and over $8,000 for on demand system (see attached bronze was recommended to me). I did little research and typical price is $800-$2,400, with national average of $1,200. This company is robbing people from time of diagnosis through completing work!

  

  Business response

  07/27/2022

  I am in receipt of the complaint filed by ******* *********.  I reviewed the complaint and discussed it with the personnel from my company who were dealing with *******.  After reviewing all the paperwork regarding this job, please allow me to share with you what I discovered concerning her complaint.We were called to *******’s home on July 8, 2022.  Justin was my technician who performed the service work at *******’s home.  Justin confirmed that there will be a diagnostic charge before he performed any work.  Justin was at *******’s home for over three hours diagnosing the multiple problems she had with her water heater.  Justin informed ******* that she had two problems with this heater.  The first problem discovered was the existing venting is installed incorrectly.  The other problem was an ignition problem.  After diagnosing the problems, Justin presented ******* with multiple options on repairing or replacing the heater.  Based on the age of the heater (18 years old) Justin also gave and option to replace this heater.  ******* informed Justin that she was going to review all of the options with John her husband.  She further expressed that she would advise us on how they would proceed with the repairs.  Since there was nothing further to do, Justin proceeded to pick up his tools and clean up the site.  Before he did all this, Justin confirmed with ******* that he provided a five-star service today, ******* confirmed he did.  The office also called ******* before Justin left, we do this to verify that the technician provided the service ******* wanted.  At that time, she confirmed again that she was happy with the service that Justin provided.On July 11, 2022, ******* called our office with concerns on the service we provided three days earlier.  My staff expressed to ******* that once the system acted up again, they could send Justin back with no additional trip charge.  We were under the impression this would make ******* happy, and we would here from her soon.  We did not know ******* was disappointed until we received this notice. Once we received this notice, we called ******* immediately to discuss her concerns.  Tom, my service manager called ******* on July 17, 2022.  Tom, discussed with *******, the findings from the July 8, 2022 visit.  Tom reviewed Justin’s notes, the same notes that ******* received once we completed the task on July 8, 2022.  Those notes clearly explain the findings and the solutions to remedy her problems.  Again, Justin expressed all of this on July 8, 2022, and ******* said she would get back to us.  Regrettably, ******* never advised us on how she wanted to proceed.  During Tom’s conversation with ******, he also expressed that we would come back to her home with no additional trip charge.  Again, ******* said she would get back to us after discussing with her husband John.  Ten days later we still have not heard back from *******.We provided a professional and accurate service for ******* *********.  Tom explained that the slanderous remark about “robbing people from time of diagnosis through completing work” was inaccurate.  Tom, proceed to explain the heater she was referring too from her research was not the same heater she has in her home.  The heater in her home was a more complex style heater, which is not the standard chimney style heater she was reading online.  She was actually comparing apples to oranges.In conclusion, I regret that ******* did not follow up with us as she said she would multiple times. We tried multiple times to help solve her concerns.   It is unfortunate that *******’s research is incorrect.  If she would have followed through and discussed her concerns with us before writing to the BBB, we would have informed her of her inaccurate findings.  Unfortunately, after careful review, and multiple attempts to address her concerns, there is nothing further we can do for ******* ********* regarding any kind of refunds.  If you have any further comments or concerns, please don’t hesitate to call me.  Thank you for your time. Sincerely,Chris H******* Vice President

  Customer response

  09/09/2022

  Better Business Bureau: 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. I disagree with the companies response and feel it is more bullying by them.As previously stated I asked them to come to my home to preform diagnostic of our water heater that was working intermittently.  I do not recall Justin discuss any finances prior to working on the water heater.  It was my full understanding that I would be charged the service fee $119 as stated on phone and listed on your website.  Unless of course additional services (actual repairs) were provided upon my informed consent.  None of which occurred. Justin did discuss what he perceived to be issues with the heater.  However, he also stated he could not fully diagnosis the situation because at the time the heater was in fact working.  Justin explained if the heater was not working he maybe able to provide further diagnostics. If I gave a five star rating it was prior to Justin providing me with the bill that was twice what I was expecting, with no fix to the issue.  That was the very first time he discussed anything regarding service charges and payments.  I was surprised.  I asked him why it was more than the $119 and explained I was not expecting the additional fees.  I reluctantly paid it because I was alone in my home with a stranger, I was not going to argue with the technician, and I decided to take it up with the business office.  Which I attempted to do.  In my opinion the phone calls with this office have been one sided.  Any effort I made to express my position was ignored.  They simply insist that I keep using them.  My husband and I did discuss the matter and decided we did not trust this company.  They consistently made me feel pressured to continue with them.  I think it was clear from my calls that I was unhappy.I did send an email to the company in effort to follow up.  Phone calls are challenging for me during the day as I am busy managing a Court for NYS.  No one returned my email either so perhaps we can stop pointing the finger regarding communication and address the real issue that you charged me twice what I was told.  At this point I do not want to talk to them on the phone.  I rather all correspondence be through the BBB site.    I respectfully would like the company to honor their advertised price and issue me a refund of the $139.32 additional fee I did not agree to.  Thank you.   ******* *********

  

  Business response

  09/13/2022

  I reviewed *******’s response.  I am not surprised that she is responding 45 days later.  I am confused why the BBB closed out the case on August 3, 2022, and then reopened it over a month later.      Regardless of what ******* wants you to believe.  When ******* called to make the appointment, we informed her that there would be a service response charge.  We explained that is for us to come to her home.  We also explained, there would be additional charges based on what we discovered once we are at her home.  Again, all of these charges are clearly shown on her invoice.     Again, ******* is quick to accuse us of wrongdoing.  As stated in the first response, we agreed to come back at no additional charge once the heater was in lockout.  We can’t diagnose if everything is working.   All she had to do was let us know when.  Again, she failed to follow up, and then fabricates stories on how they don’t trust us, or she was intimidated because she was home alone with a stranger.  We were jumping through hoops to help them.   Tom, my service manager, was addressing their concerns when we were first notified of them by the BBB.  We value our customers concerns.  If they say they will call us back after discussing it with their partner, we assume they will.  Tom never had the impression she was unhappy.  In fact, he thought he was going to be able to address her concerns.  Tom explained everything that took place by reading the notes Justin provided on the invoice, the same invoice ******* received.  Tom was under the impression ******* understood what transpired based on their conversation.  Tom was led to believe this because ******* was pleasant with tom and said she will call us back after discussing it with her husband.  ******* nor her husband ever called us back.  Again, we were trying to resolve her issues, unfortunately, she never followed up with us.  In conclusion, I regret that ******* did not follow up with us as she said she would.  Now that she is not getting her way, she is fabricating stories to suit her needs.  I will not be bullied by her and her false statements.  It is unfortunate that *******’s research is incorrect.  Unfortunately, after careful review, I still stand by my original decision.  There is nothing further we can do for ******* ********* regarding any kind of refunds.  If you have any further comments or concerns, please don’t hesitate to call me.  Thank you for your time. Sincerely,Chris H*******Vice President

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of this year (2021), a rental property that I own had a furnace malfunction. In very cold weather the furnace failed and no heat was being pushed through the vents to the lower apartment. I called Auchinachie and they agreed to stop by the same day for an emergency visit. The emergency visit came at a premium price in its self, but I had no other choice since the temperatures were dropping to near zero degrees. They promptly arrived to "fix" the furnace. That same day I was given a estimate of roughly $900 to fix the furnace, by the technician. I told him yes go ahead and fix it. Well about 20 minutes after him "fixing" the furnace the tenant called me and said it is not working again. I called Auchinachie again notifying them and they said no-one was able to come back out until later next day. I said ok. The next day the same technician evaluated the furnace. He called to say I needed a new furnace and would have another technician come out and they call me back with estimates. I ended up using a different company for a new furnace installation. But anyways, I feel like I unfairly paid them $900 for nothing. They failed at fixing the furnace in any way. I have attempted to resolve the issue three times now. I call Auchnachie and explain the situation. They say someone will be following up with me via phone but I never hear back. At this point I don't know what else to do.

  

  Business response

  05/03/2022

  I am in receipt of the complaint filed by ****** *****.  I reviewed the complaint and discussed it with all of the personnel from my company who were dealing with ****** *****.  Even though ******* letter was over exaggerated.  We have come to a resolution that ****** has accepted.  At this time, we are considering this to be resolved and closed.  If you have any further comments or concerns, please feel free to reach out to me.  Thank you.Sincerely,Chris H******* Vice President

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a clogged drain in tub in my apartment upstairs. They came out on February 14 and accessed that I needed a drum replaced consisting of going through my shower ceiling downstairs to fix. They came out February 15 and fixed the drum without going through my ceiling. They are still charging me for going through my shower and for 2 cans of chemical treatment that I never received. I paid $2000 down. They are still charging me for all of the above and I have yet to receive a receipt for the $2000 I paid. They are threatening court and lien against my house.

  

  Business response

  03/24/2022

  I am in receipt of the complaint filed by ****** ******.  After reviewing the complaint and discussing with ****** her concerns.  We were able to come to a fair resolution that addresses all of the concerns that both sides had.  At this time, ****** is completely satisfied with the work we provided along with a fair payment resolution.  If you have any further comments or concerns, please feel free to reach out to me.  Thank you.Sincerely, Chris H******* Sr. Vice President            

  Customer response

  03/24/2022

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

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Price stated over the phone and website was 150.00 dollars under what I was charged, and then bullied when called and said that’s on me.

  

  Business response

  02/01/2022

  I am in receipt of the complaint filed by ******* *******.  I reviewed the complaint and discussed it with all of the personnel who were involved when dealing with *******.  After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered concerning his complaint. On January 20, 2022, at 8:21 AM ******* called requesting service on his water heater.  ******* stated at the beginning of the call that his water heater pilot light was not staying lit and was out of warranty according to the manufacturer. He stated that the manufacturer offered to send him the part in the mail but that he could not wait to shower until the part arrived. He further claimed that the part that he needed replaced was a thermoregulator and wanted pricing to replace the part over the phone. Brittni our CSR, informed ******* that we don’t give pricing over the phone and that we would need to send a technician out to diagnose the problem and to give and accurate price.  At the time of the call, we were over booked for the day.  Brittni initially informed ******* that the only same day availability we had was emergency services.  Brittini was trying to work with ******* since he wanted service that day.  Brittni put him on hold to discuss with dispatch to see if we could squeeze him in.  Based on the conversation with the dispatchers, Brittini was able to squeeze him in on same day, saving him over $250 in overtime charges.  When Brittni offered this solution to *******, he agreed and stated that his girlfriend is actually the homeowner and would be at work. Brittni then proceeded to inform ******* that there is going to be a trip charge of $119 which is separate from any repair or system check charges.  ******* was also informed that the technician would go over pricing for the repair before any work is performed.  ******* did not object to the trip charge and agreed to this trip charge.  Once ******* agreed to the terms, Brittni proceeded to book the call. Logan arrived at 10:01 AM and his notes indicated that he was unable to locate the part that was needed to be replaced locally.  Logan advised ******* that he could order the part or ******* would need to order the part.  Logan also advised ******* that if he ordered the part that he would need to call us back to have us install it.  Logan noted that he collected payment for the $119 trip charge and the $129 Basic Inspection Service for $248 plus tax. According to Logan’s notes there was No issues with with the pricing. ******* called on January 20, 20200 at 3:01PM and spoke with Brittni again. He stated that he thought Logan was awesome but was confused about the pricing. He said that he was told it was $119 for Logan to show up and then he was charged an additional $140 for Logan to push the reset button a couple of times on a part he already knew needed to be replaced. ******* said he was not asking for a refund but, said that we should tell future customers about additional pricing upfront. Brittni reminded ******* that she did inform him that there is a $119 dispatch charge which is separate from repairs or system check charges. She also reminded him that we don’t book the call until the customer fully understands the upfront pricing.  Brittni stated that she would notify management and she would have a supervisor call him back within 24-48 hours about his concerns.  ******* agreed to this and actually stated that the following day would be a better time for someone to call him back, since he had prior commitments from 4 PM through 11 PM on January 20, 2022. ******* proceeded to call back again 30 minutes later.  This time he recapped his previous two conversations with Brittni to Cassandra my other CSR. It was during this conversation that ******* first introduced the online coupon for $119 to come to his home and diagnose the problem with his water heater.   Even though the coupon clearly claims to inform us about the coupon during the booking. Micalya returned *******’s call on January 21, 2022, at 10:50am.  Micalya introduced herself and let ******* voice his complaint about the pricing. She responded by verifying that Brittni informed him that it was $119 which was separate from repairs and system checks. She also pointed out that the terms of the coupon that states that the coupon must be mentioned at the time of booking. At this point, ******* becomes very agitated and claims that he is a small business owner and that he is going to “slander the **** out of us” and to “**** *** ****”. Then he hung up on us. In conclusion, this should never have come to this.  As you can see, he was not very professional in the way he carried himself with Micalya.  If he would have given us the opportunity, he would have seen that we are very accommodating.  Regardless of *******’s behavior and his lack of following the procedures, I am still willing to honor the coupon.  I will issue a refund check for $129.00 plus tax.  As I said earlier, if ******* did not treat us so poorly and if he did not hang up on us, he would have seen how accommodating we are.  He just never gave us the opportunity to present our solution to his problem.  If you have any further comments or concerns, please feel free to reach out to me.  Thank you. Sincerely, Chris H******* Sr. Vice President             

  Customer response

  02/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, although his words are not very true and trying to make themselves look like the hero with lies. 
  
  Regards,
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

       Shortly after equipment was installed about 1 1/2year it stopped working. I have called company many many times to ask for repair last time someone check it out and I was told  that part of equipment is faulty  and has to be replaced. It was about 6 months ago. Despite my urgency no one called me back since then.

  

  Business response

  12/14/2021

  I am in receipt of the complaint filed by ***** *****.  I reviewed the complaint and discussed it with all of the personnel from my company who were involved when dealing with *****.  After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered concerning her complaint.We have addressed all of the concerns with *****.  The Parts for the unit have been ordered and should be here by the end of the week.  Once we have the parts in hand, we will make sure to schedule with ***** to install ASAP.  ***** claims her water softener is a year and a half old.  For the record, her water softener is over five years old.  Unfortunately, depending on the hardness of the water, the softener will require maintenance, she would like you to believe we have control on when her water softener will require this maintenance.  We will continue to keep ***** informed on all of the progress we are making with the manufacture.  Unfortunately, we can’t control if the manufacture does not have the parts.  We are doing everything possible to get the parts here as quickly as we can.  In conclusion, we will continue to work with ***** to resolve her concerns.  I appreciate the review however, there is nothing more I can do that I am not already doing.  ***** needs to realize and show a little patience, we are doing everything possible to expedite her order.  Again, unfortunately it is out of our hands, we are at the mercy of the manufacture. If you have any further comments or concerns, please feel free to reach out to me.  Thank you.Sincerely, Chris H******* Vice President

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  With all the rain and thunder storms this summer, our whole-house generator system one storm tried to kick on and could not. I attempted to manually start, and white smoke came out so I turned off and called Auchinachie to fix the problem. With a disabled resident dependent on electricity to work her power recliner, we needed service. We had never had any issues with our generator ever. The tech manager who visited claims he did a tune up, and called tech support because the head gasket (he said) was blown. They told us we had to replace the whole system because no one would service a blown head gasket. It took forever for Auchinachie to contact me again. Lucky I called ******** ****** ******** finally for a second opinion, and the REAL problem turned out to be just a dying battery. All the other symptoms (smoke) were normal for the oil burning off. I requested a refund from Auchinachie and was told no, because they did the work they charged us for! I beg to differ that over $500 charged for work that was not required to fix the problem, and they did not test the battery based on the situation I feel I deserve a refund. Their only answer was to replace the system ($9,000-11,000) when ******** ****** on the first visit tested then replaced the battery for $300 and everything is now up and running. We would accept paying the Auchinachie service visit fee, but request refund for work done that did not diagnose the actual problem, and we deem went beyond necessity, especially if they felt there was no repair possible, and their work did not contribute to even short-term viability of that engine.

  

  Business response

  12/01/2021

  I am in receipt of the complaint filed by ***** ***.  I reviewed the complaint and discussed it with all of the personnel from my company who were involved when dealing with *****.  After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered concerning her complaint.Like all reviews, good or bad, we take the time to learn from them so we can improve for the next time we service our customers.  Unfortunately, in *****’s case, there are some facts that she has misconstrued. Please allow me to remind her again on what took place at her home. When we arrived to service the generator at the end of June, we discovered that someone in her family had overfilled the oil in the generator. Since the generator was overfilled and not serviced correctly by whomever, we were now in this situation to repair and clean up the mess. First, we removed the excessive oil in the generator. There was about six to eight extra quarts of oil in the generator. The oil was all the way up the oil stick which is roughly 20 inches long. The correct marking for the oil is roughly marked 1 -2 inches on lower part of the stick. Second, we cleaned all the oil that sprayed inside the casing of the generator due to the overfilling of the generator. After all this was completed, we serviced, cleaned, and tuned up the generator. After we completed the service, clean and tune up of the generator, we were able to start the generator up. Once we had the unit running, my technician discovered that the generator was discharging a large amount of gray smoke. Since this is not normal, my technician called the manufacture to confirm that indeed she did have a blown head gasket on the generator.   Once my technician was completed with all of the work, he reviewed all of his findings thoroughly with *****. After he confirmed that the head gasket was blown on the generator, he suggested different options of repair with her. Yes, one of those options was to replace the old generator. That is when we scheduled a comfort advisor to her home a few days later. In regard to the battery, the other company sold her something you did not need.  I want to remind her again; we had the generator running before we left. The only way to start the generator is with a battery that is good. If the battery was bad, we would not have been able to start the generator.It is unfortunate that someone else incorrectly serviced the generator before us.  Whoever was servicing the generator before us obviously did not know what they were doing. Their lack of knowledge definitely caused the damage to your generator. To hold us responsible is not right and she knows it. To be angry and misleading with her review is completely wrong and she also knows this. When we service our customers, we always take before and after pictures to document our findings of the completed work. After I reviewed all of the pictures from the work performed at your home, I was able to see how misleading and inaccurate your review was.I truly believe the only reason she is misrepresenting what took place at her home, is because she is looking for a non-justified refund from us. We performed this service 5 months ago.  She has been pressing us to refund her without any logical reasons on why we should refund her.  She accused us falsely on ********.  She is now trying to pressure us through the BBB.  If we misdiagnosed or damaged her property, we would refund her money, we did neither.  Since we are not refunding her for the service we provided, she is now resorting to lying on social media because she is not getting her way.  We will not be bullied by *****.  Furthermore, I do not see any justification to be offering any kind of refund for the work that was performed correctly for her.  If you have any further comments or concerns, please feel free to reach out to me.  Thank you.Sincerely, Chris H*******Sr. Vice President            

  Customer response

  12/01/2021

  Better Business Bureau: 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. December 1, 2021I resent the sexist and patronizing tone of this response. I am not lying nor bullying, but assertively representing the interests of a homeowner and family who did not receive adequate, accurate, or timely service. If you check the internet, I do not lie or make frivolous claims. I believe and trust the companies that I call - until proven that the trust is unwarranted. This is the first time I have ever posted something about any contractor or service provider. And only after I had the second opinion company actually fix and get the generator back on-line, AND after giving them the chance to offer some kind of refund to rectify the situation. (We were without generator power for the rest of the summer, with several power outages due to an unusual number of thunder storms). The Auchinachie technician did NOT leave the unit functioning, he told me that it would not work, and was spewing smoke. It was NOT left online. I explained to the technician what happened, including the fact that when I checked the oil (it was not quite up to the fill line on the oil stick, so I added a quart). However, when I tried to restart the generator manually, I had not put the cap back on completely and it came off with the movement of the engine, spilling oil everywhere, and I shut the generator down again and called them for service. Know that I am NOT an expert, nor trained on engines or generators, but I do know how to check oil in a car, and applied that same knowledge to this situation. The oil was NOT 20 inches up the entire stick, though the motion of the engine may have coated the stick with oil as it did many other places inside and outside of that section. The technician told me onsite that I should only have oil up to the TIP of the dipstick, and not up to the hash marks and what (based on a car dipstick) is the fill line. This did NOT make any sense to me. I do not know how many quarts fit into that generator, but there could not have been that many extra quarts because I don't remember even in the 20 years we've owned it that I ever put in more than 1-2 every few years. We did not have a family member servicing the generator, and did not know who to call to annually service, so this - the first time we ever had the generator fail to kick on, we called who we thought to be a reputable company based on their advertising (I wish I'd read the online reviews before calling).The technician reviewed his findings with me, but I am not someone familiar with engines and could only take him at his word. I'm not sure what they are referring to as a comfort advisor, the 2nd person who visited was a salesperson to assess our options to replace. I asked each visitor and rep on the phone about repair for the generator, as we did not have money (unless we could get a loan) to replace the generator, and I had a disabled family member who relies on an electric power chair to be able to utilize the commode next to her chair. I never received any information about repair, despite emailing and calling multiple times. We dealt with multiple power outages all summer because the generator was NOT left functional or online, and my disabled family member often needed help to get herself out of a chair that was laid flat for sleeping - much to her discomfort.It was not until we finally received an estimate for replacement, we submitted a loan application and were denied that I finally contacted another company for a second opinion because we could not go through a winter without a generator due to my disabled family's situation. I'm not sure how this VP can say that we did not need a battery if the initial technician did not even test it?! As he said, I could start up the generator manually, but with smoke coming out, but it did not ever kick on during a subsequent storm so it was not left functional, nor in an on position - unless they assumed (but did not test) that the battery had enough juice to kick on when needed - the original complaint that I reported to them. The new company said the battery had some juice, but not enough to kick-on by itself (like a car who's lights may work, but won't turn over and stay running with a battery that is almost dead).I had told the technician that we do not have a regular service provider, so I'm not sure who is being referred to in terms of incorrectly servicing the unit and damage. What I am holding them responsible for is not testing the battery and discovering that there was a simple solution to this problem rather than full replacement or repair for a head gasket. There was no offer to provide even a temporary solution. Should the battery replacement be a temporary solution, at least it now kicks on by itself as the system is designed to do! I was and AM angry that your technician - while he cleaned up the oil that was sprayed around due to the system working manually and spraying oil - left us without a working system online. If the responses to my inquiries had been timely, the calls and my seeking a second opinion would NOT have taken 5 months. I kept being told that they were changing over to being a single company generator supplier, and could not get the estimate to me yet. That estimate was required for our loan application. I will continue to insist that while Auchinachie provided services, it did not fix the system to even have a temporary solution and working generator. The only follow up emails I sent to prove trying to work with Auchinachie were on July 15 and then August 25th. I scheduled an appointment with another company on September 14th (the soonest I could get someone at the house after waiting so long). This technician determined that their specialist, their best for diagnostic and repairs, would be needed. The soonest that he could come to our home was October 26th. He was able to check the engine, determined that the head gasket was NOT blown (which was only "verified" by your folks via phone), the problem was that it was a weak battery. One that could start up manually, but not enough to serve the system. He replaced the battery, and had us back online that morning.Hence, it was only THEN that I realized that Auchinachie had not provided the services that were needed. I checked the invoice, and no one could tell me if they tested the battery. There were a lot of charges - "ultimate" service tune up... which I would have expected to include testing of a battery, if the company was reputable. Therefore, I continue to claim that I deserve some satisfaction from this company. I did not simply throw up a bad review on ******** and begin to complain on the internet until I simply heard No, No, we did the work, we will not refund the money. However, I asked how they could have done any diagnostic or system check without testing the battery, and discovering that it was going bad? Why was this not suggested as a solution, or even temporary fix? I explained our financial and mobility situation of the family. We received NO other options other than replacement. I can't prove the number of times I called in, but perhaps there is a phone log that will.I ask the Better Business Bureau to investigate this situation. Once I read other reviews, I discovered that my situation was not unusual. I can't vouch for the others posting reviews, but I can assure you that my reputation does not include making false accusations and lying just for attention or "to get my way."Thank you,***** ***

  

  Business response

  12/02/2021

  I am in receipt of *****’s response.  There was no sexist tone or patronizing remarks whatsoever in my response.  As you can plainly see, ***** resorts to name calling and bullying even though there was none.  Her first sentence says it all.     ***** does not acknowledge the fact that we were at her home for over three hours cleaning up the generator from whomever serviced it in the past.  Throughout *****’s responses, I see she takes no responsibility for her equipment or the lack of maintenance of it.  To claim she does not understand the equipment when the technician is explaining it to her is her best excuse.  My technicians don’t lie, and I take great offense to her insinuations that they do.   If my technician said he had the generator running, then I believe he had the generator running.  It is concerning when the generator was producing all the that smoke when it was running.  That is why we took it a step further and called the manufacture to confirm our diagnosis.  The manufacture confirmed our diagnosis and agreed that the head gasket is blown.  The unit may run but it is only a matter of time before it doesn’t run because of the blown head gasket. In conclusion, we spent three hours cleaning and diagnosing the problem.  The technician who diagnosed the problem has 25 plus years of performing this kind of work.  If he claims there is a problem and he confirmed it with the manufacture, then I believe him and will stand behind him with his diagnosis.  He spent over three hours of cleaning and diagnosing the problem.  Again, based on all of the facts, we still believe there is no justification to provide ***** with any kind of refund.  So, at this time we still stand by our original decision in regard to a refund.  If you have any further comments or concerns, please feel free to reach out to me.  Thank you.Sincerely, Chris H*******Sr. Vice President            

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a whole house ductless heating and air conditioning system for $23,400.00 from Auchinachie Plumbing and Heating and it was installed on June 17, 2020. I started having problems with one of the 5 units that was installed when I turned the heat on in January 2021, The unit runs constantly and makes a constant noise. The unit is also supposed to heat the adjoining bathroom but no heat gets in there and the room is frigid. Four service visits, with four different technicians, resulted in the determination that the unit needed to be replaced. I was informed on March 9, 2021, that the unit would be replaced. I have contacted them 20 plus times to get a status on the replacement. They keep saying they will have someone get back to me but no one has ever called me back except once when a Manager called to tell me he wanted another technician to look at the unit. The technician came, looked at the unit and left. I never heard anything about that visit. So, I just keep on calling them and now I am frustrated beyond belief and wondering if they are just taking advantage of an elderly widow who lives alone. Attached is a record I've kept of all the times I attempted to get resolution.

  

  Business response

  12/14/2021

  I am in receipt of the complaint filed by ****** ******.  I reviewed the complaint and discussed it with all of the personnel from my company who were involved when dealing with ******.  After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered concerning her complaint.We have addressed all of the concerns with ******.  Parts for the unit have been ordered.  As of today (12/14/21), three of the five parts have been shipped and have arrived at our shop.  The two other parts are on back order, and we don’t have a ship date confirmed for them as of yet.    ******’s unit is working, and it is producing heat.   Unfortunately, it is making a small noise.  We are keeping ****** informed on all of the progress we are making with the manufacture.  Unfortunately, we can’t control if the manufacture does not have the parts.  We are doing everything possible to get the parts here as quickly as we can.  In conclusion, we will continue to work with ****** to resolve her concerns.  I appreciate the review however, there is nothing more I can do that I am not already doing.  ****** needs to realize and show a little patience, that we are doing everything possible to expedite her order.  Again, unfortunately it is out of our hands, and we are at the mercy of the manufacture. If you have any further comments or concerns, please feel free to reach out to me.  Thank you.Sincerely,Chris H******* Vice President

  Customer response

  12/14/2021

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, however, the problem I have with Auchinachie's response is that they never gave me that information. They simply ignored my many requests for a status. It appears that the parts were never even ordered until I complained. If they had only responded to me and explained the problem with the manufacturer, I would not have complained. It is clear to me that their response, and action, was only made after my complaint. I hope they have learned to not ignore their customers. Regards,****** ******

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/2/21 Auchinachie tech Paul M****** came to the house to serivce the furnace. It would not run and was showing a "blower fault" on the termostat. The tech went into a list of problems with the furnace like there was water inside the electronics compartment coming from the vent pipe. There were burnt out connections. There were shorted out circuits from the water. The heat exchanger had cracks and rust from not changing filters often enough and this would cause carbon monoxide poisoning. But, he never once looked at the blower section of the furnace. He then informed me it would be in the neighborhood of $2500-$3000 dollars to just get the furnace running enough to check out other things. This would involved changing out all the burnt out electronics. He adivsed that it might be more prudent just to go ahead and buy a whole new furnace rather than change out all these parts. This seemed odd to me as this furnace is only 7 years old and I couldn't see any of the symptoms he talked about. I declined further service as I wanted time to think. He then charged me $117 for the service call. I called in another furnace man for a second opinion. All these issues given to me by Auchinachie were lies. No water had been in the furnace. All electronics tested perfect. No burnt out connections. An interior inspection of the heater core showed it in fine shape. It was all a bunch of lies to scam and frighten me into purchasing a new furnace as winter quickly approached. The problem was what was noted on the termostat readout. A failed motor in the blower. A new blower motor was put in and the furnace has worked perfect ever since. I was charged not to diagnose and fix my issue. I was charged for them to come to the house and pitch this fraud to me in person. None of my calls regarding my furnace have been returned in two weeks. I'd like a refund of my money. I'd like Auchinachie & Paul M****** fined/penalized for their fraudulent actions

  

  Business response

  11/18/2021

  
  
  Re: ***** ****** ********
  Attn: ****,
  
  Dear ****,
  
  I am in receipt of the complaint filed by ***** ******.  I reviewed the complaint and discussed it with all of the personnel from my company who were involved when dealing with *****.  After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered concerning his complaint.
  
  We arrived at *****’s home on October 29, 2021.   The original call was for concerns with his furnace blower not working.  This blower was sending a fault code 41.  My technician, (Paul) who has close to 27 years of experience in the HVAC field, discovered multiple concerns with *****’s system.  First, he noticed that there was water damage to the exhaust removal system.  Second, there were burnt electrical connections to the fuel control valve.  At that time, he attempted to reset the fault code for the blower.  Unfortunately, it would not reset, and the furnace would not run. 
  
  He continued to diagnose the system to locate the problem.  While inspecting the system, he made the following observations.  Paul noted that the air filter was completely restricted.  Due to the air filter being completely restricted, he was concerned if the heat exchanger was compromised.  Fortunately, the visual inspection of heat exchange did not show any compromise.  However, the camera showed heavy rusting along with premature wear and tear, which is inconsistent with the age of the unit. Paul figured that once the system is up and running, he would be able to test for carbon monoxide to verify that the heat exchanger is fully intact.  Unfortunately, Paul was not able to perform this test since the system was not operating when he left.  At that time, he still recommended replacing the air filter every 30 days to avoid the continuing premature wear and tear of the heat exchanger. 
  
  Paul diagnosed the problem and presented repair options to *****.  Paul also explained that he could fix the problem, but the parts needed would not be available until the end of November.  One of the many options was to replace the system.  Paul was still concerned that after he repaired the furnace, that it would fail the combustion test based on the premature wear of the heat exchanger.  Again, he was educating ***** based on his findings, based on his 27 plus years of experience in this field.  At this time, after ***** declined all of our options.  We packed up all of our tools and left with the furnace still not operating. 
  
  We have documentation because all of our calls are recorded, that ***** only called twice.  The first time was to inquire about the warranty on the equipment.  The other time he called he wanted to talk to Paul.  During that second call, he realized that he had Paul’s number and that he would call Paul directly.   
  
  In conclusion, we were at ***** home for 2 hours informing him of what is wrong with his system.  It is sad that since he does not like the diagnosis, that he has to result in distorting the facts.  We presented him with options so he could make an intelligent decision on what would be best for him.  His 7-year-old furnace has issues that need addressing.  He is mad at us for being upfront on what those issues are.  After thoroughly reviewing his file, I believe Paul performed his job with the utmost professionalism possible while trying to resolve *****’s concern.  Furthermore, I do not see any justification to be offering any kind of refund for the work that was performed for him.  If you have any further comment or concern, please feel free to reach out to me.  Thank you.
  
  
  Sincerely,
  Chris H*******
  Sr. Vice President            
  
  
  

  Customer response

  11/18/2021

  Better Business Bureau:
  
  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.
  
  Regards,
  
  ***** ******
  I did not expect any admission of guilt by Auchinachie.  They have restated their techs actions correctly to a degree. Leaving out that he said he would need to replace an entire electrical panel because of water and burnt connections.  This is where the $2500-$3000 guess on costs was told to me by the tech.  My second opinion furnace man found no malfunction or burnt circuits in that electrical panel and the furnace operated perfectly once the blow motor was replace.  That motor being in an entirely different part of the furnace.  Auchinachie office and field techs will back each other up to carry out their agenda, whatever it may be.  I feel it was to sell a new furnace to me unnecessarily or at least get a service call fee in the process.  

  In regards to the company's depictions of my phone calls. I'd like to clear up that the second call was not to talk to the tech.  It was to find out if someone was ever going to call me back about my furnace...or warranty ...options..etc.  The girl on the phone said the tech had to be reached for some kind of follow up.  I'm not sure what.  I commented I had a card from him and maybe I could try him too.  But the card ended up just having the number of the office, not the tech.  So I got no information and called in another furnace man for a second opinion.  
  
  

  
  

  

  Business response

  11/18/2021

  
  
  Re: ***** ****** ********
  Attn: ****,
  
  Dear ****,
  
  I am in receipt of ***** ****** response to my letter.  After reading his response, I can assure you there is no conspiracy taking place as he would like you to believe.  The work that was performed is accurate and is backed up by the accurate notes that were written on the job order.  We have pictures of the water stains in the unit along with the burnt wire harness connection.  We are glad ***** was able to fix his unit. 
  
  As ***** would like you to believe, I can assure you, there is no hidden agenda to sell equipment.  The only agenda we have, is to provide the customer with all of their options before they decide on how they want to proceed.  Doing this, prevents our customer from coming back and accusing us of not informing them of their options.    After reading *****’s response, I am convinced he would be the first one to complain if we did not give him his options.  His arguments are not true and to be honest are just ridiculous.  I am sure the repairs that were made at *****’s residence are the same ones we proposed. 
  
  I am glad to hear *****’s equipment is working.   At this time, I believe it would be best for all involved, for ***** to find another contractor to work with.  I truly believe, no matter what we do for him, he will never be satisfied with our service.  I don’t need to put my staff through this kind of abuse and ridiculous accusations from him anymore.  I will be informing my staff today to place a “do not serve” note on his file.  After reviewing all the notes surrounding this file, I am convinced my staff provided professional service throughout the entire call.   At this time, I still stand by my original decision, regrettably, there is nothing further we can do for ***** regarding any kind of refunds.   If you have any further comments or concerns, please don’t hesitate to reach out to me.  Thank you for your time.
  
  Sincerely,
  Chris H*******
  Sr. Vice President            
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have a leak from the tub drain area to down through ceiling in room below. i also asked for slow drain to be cleared in bathroom and tub. plumbers came at time expected and cleared sink drain and then tub drain which bith were slow draining) they then advised me they need to replace the tub drain which was assumed to be causing the leak. not sure why they charged me to pull debris out of a drain that was about to be removed and replaced. the next time i used this upstairs tub the same exact thing happened the leaking down below. and now i see a crack in tub i never noticed before. they came back two days after i called. and said they misdiagnosed and tht the leak is from the hairline crack in tub and will report back to higher ups. matt called and said he will be willing to put the cost of the work that was paid for and not needed towrds the cost of a new tub and asked if i would like a qoute. qoute was $9000! i said no thanks and and called company who will not return my calls now.

  

  Business response

  10/21/2021

  
  
  Dear ****,
  I am in receipt of the complaint filed by ****** *****.  I reviewed the complaint and discussed it with the personnel from my company who were involved with dealing with ******.  After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered concerning her complaint.
  There were some crossed wires with communications on both sides.  BBB should not have been involved, this is now resolved with ******, and she is happy.  If you have any further comments or concerns, please do not hesitate to call me.  Thank you for your time.
  
  Sincerely,
  Chris H*******
  Sr. Vice President
  
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 29, 2020 our ****** combi-tankless water heater was replaced by this company. - ****** replaced the system due to manufactures defects - this company told us we were covered under warranty - they told us they put in a filter to help collect issues from the water -we called them multiple times and emailed for problems/solutions during the past year - we have had at least 1 issue fixed due to installation errors - we are not being told what the cause of a leak is, we have reason to believe an installation issue is to blame -The worker for this company is trying to pass the buck because ****** refuses to replace the "defective" part - we are not being given answers in a direct, concise manner. I have other plumbers working on these systems telling me hard/chlorinated water (the supposed cause according to this company) does not ruin a heat exchange in under a year. - No one will help find a solution within the company

  

  Business response

  10/20/2021

  October 19, 2021
  
  ****** ******** ******* **** *** ****** ***** ***** ******** ** *****
  Re: ******* ********
  Attn: ****,
  
  Dear ****,
  
  I am in receipt of the complaint filed by ****** *******.  I reviewed the complaint and discussed it with the personnel from my company who were involved with dealing with ******.  After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered concerning her complaint.
  
  We went to ******* home on September 20, 2020.  She called us to her home to inspect the boiler that was furnished and install by another company.  She explained that the original owner of her home had a boiler installed before she purchased the home.  Based on another contractor she hired before us.  They were claiming the boiler was not installed correctly.  Based on this accusation is why she needed a second opinion on the installation of her boiler.   
  
  When our technician Rashad arrived, he confirmed multiple concerns with the boiler.  First the boiler was leaking from the heat exchanger on the heating side.  He also confirmed that the boiler was indeed installed incorrectly.  After Rashad confirmed all of this, He began to work with ****** to resolve her concerns.
  
  Rashad began making phone calls to the boiler manufacture to see what they would do to honor the warranty on the boiler.  Again, Auchinachie did not furnish or install this boiler.  The manufacture was originally going to send replacement parts to be installed.  Rashad was persistent with them, and they agreed to replace the entire boiler.  The only condition that the manufacturer had was, the boiler needed to be installed properly since they knew the other one was not.  Once we knew the ********* were going to get a free boiler, we presented them with pricing to install the boiler properly.  The ********* agreed to the price and we installed the boiler.
  
  On July 2, 2021, we were called to their home about the boiler working inconsistently.  After we arrived, we discovered a short in the control wires (manufacture defect), we repaired at no charge.  We also discussed with them again, about either reconnecting or installing a new water conditioner in their home.  We expressed our concerns again about their water condition and the effects it is having on their heating and hot water system.  They noted our concerns but neglected to follow our advice.   
  
  On October 13, 2021, we were called to their home for a yearly inspection.  They also mentioned that there is a leak, and they believe it is from a loose connection.  After we inspected the boiler, we discovered that the heat exchanger on the hot water side has a pin hole leak.  This type of leak is caused by hard water conditions.  We warned and advised the ********* about their water condition.  Again, they chose to ignore our advice.  The boiler manufacturer is declining any further parts due to the fact they replaced the boiler once.  Again, Auchinachie is not the root of their issues. 
  
  To add insult to injury, when we completed the installation last year, we had to fight for our money.  It took the ********* six months to pay us in full.  Those were not the payment terms we originally set with them. 
  
  Now, after all of the half-truths ****** expressed on this forum, we are still willing to work with her.  My staff again, jumped through many hoops to find the part to resolve the ********* concerns.  Since the ********* finances are not available at this time, my staff bent my procedures.  At this time, they are allowing the ********* to have payment terms which will allow her a few months to pay this off. This kind of practice is not the norm, we are not a bank.  Again, we are trying to work with the *********, I hope they honor the agreement and pay the installments on time as we all agreed.  Only time will tell. 
  
  In conclusion, close to a year ago, we completed the service work that we proposed with no issues.  I want to remind you again, we did not supply the unit, we only installed it.  If we would have supplied the original unit, we would have stood behind it.  It is unfortunate they are having so much trouble with this manufacturer.  Again, this is not something we supplied; we were only trying to help them based on the condition presented to us.  Since we installed an owner supplied equipment, does not mean we are warranting the equipment.  If there is a problem with our installation, we will warranty them 100%.  I am glad my staff stepped up to help her, obviously they have a high tolerance with their patience.  Maybe next time, the ********* will be more patient with people who are going out of their way to help them.  Especially, before they waste your time and mine with half-truth accusations.  If you have any further comments or concerns, please do not hesitate to call me.  Thank you for your time.
  
  
  
  Sincerely,
  Chris H*******
  Sr. Vice President
  
  

  Customer response

  10/20/2021

  Better Business Bureau:
  
  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.
  
  I reached out and asked for Chris to contact me directly, at no time did he do that. Chris is seeing half the picture with regards to things and calling them half-truths on my end instead of looking into his staff for what they did not do regarding the water system. I reached out multiple times to his staff via email because that is how they were effectively communicating with us at the time, and when he stopped communicating with me I called the office and left messages which they now state they never saw.

  With regards to the payment plans. I was quoted an amount last year which I took out a loan for and at the end of the day the unit work ended up being more than quoted and I told them prior to the install I had the original amount and would have the pay the rest. No they are not a bank but they also refused to break down payment amounts on the bill, never gave an itemized bill as "they don't do that" and did not care that we are on a fixed income and limited as to who can work on these machines which again was in the house when we purchased it. They wanted another $2500 again refusing to tell us how much of that was parts vs. labor and are unwilling to negotiate prices, fees, terms, etc. We have been trying to be loyal to this company because we had been happy with all their help and extremely grateful. They are only concerned with charging their set fees and not helping with financing despite all of their website and commercials talking about how they offer financing. -False advertising much.

   

  The last person who came out "Logan" did not get the entire information from ****** because when we went back to ****** for the part they have to cover the heat exchange until September 2022, so it was covered. Again I expressed my concerns over the water during this time and it was not until I spoke with Thomas the second time and told him that ****** was covering the heat exchange that his attitude changed and he began offering solutions to try and solve the "water" issue because according to him the heat exchange should not be going like that. He also expressed it may not be just a water issue and that because the unit was not originally (by former owner) installed properly that it may have a grounding issue and he offered to help us figure this out. I had been trying for over a year to get someone out to test the water, and when again Thomas found out we had called and another company was coming in to help us put in a water system he said he would speak to his water specialist and get them out there. 

   

  I should not have had to jump through the hoops I did to get these answers when any time I speak with someone I express the concerns each and every time. When they came in last year I asked for them to explain how the unit should run with me, they instead left books and said here read this. If you don't understand HVAC its like trying to read and understand a foreign language without knowing it. We had to call about the pressure issue, confirm the work that was done because their paperwork is very non-specific, and have them come out for leaks. Leaks that have NOTHING to do with the heat exchange which I've explained multiple times still persist to this day, it hasn't stopped and they have not offered solutions, explanations, nothing. Chris is clearly a bottom line business man, not a humanitarian and for that Corporate America surely thanks him, but for fixed income disabled people his company could care less. Individuals who have come out to the home have either offered excellent service or poor service, not consistent and speaking with members of the team on the phone is inconsistent. One day they tell you its your water, the next they say it could be something else. One blames us for not "following through" another says "the water wouldn't do that so quick."

   

  I had to call a sister company to get help speaking to upper management and even that didn't work as this is the first time I've heard from Chris despite asking for help. Not everyone in the country lives well, like Chris apparently does. Some of us live paycheck to paycheck doing the best we can to get by in this world, a little compassion might go a long way for people who look down on the rest of us. I work hard to provide for my husband who has an illness through no fault of his own and we don't qualify for government help on our heating needs despite his disability because I'm over the low income bracket for services but still considered working poor. I don't ask for help if I can do something myself so when I asked for them to help, and explained I didn't have the money and YES TOOK 6 months during a GLOBAL PANDEMIC when work was scarce and I lost my second and third jobs because of the PANDEMIC he only throws it in our faces. I'm sorry that people like me depend on compassion at times to get stuff done, but if I could fix it myself believe me I wouldn't bother calling on anyone else to do it.

   

  
  Regards,
  
  ****** *******
  
  
  
  
  

  

  Business response

  10/21/2021

  October 21, 2021
  
  ****** ******** ******* **** *** ****** ***** ***** ******** ** *****
  
  Re: ******* ********
  Attn: ****,
  
  Dear ****,
  
  I am in receipt of ****** ******* response.  After reading her response, I find it very interesting that all of her problems are everyone else’s fault.
  
  I never received any notice that she wanted to talk to me personally.  Regardless, Tom and my staff were handling her concerns.  I did not know she had any issues until she decided to get the BBB involved.  Once I received the notice from the BBB, is when I discussed the details with my staff regarding this job.  My staff informed me that they were on top of it, and they were addressing ******’s concern.  Unfortunately, they were having issues, ****** is a bully as you can see from her response.   My staff informed me that she did not like the answers she was receiving from them.  She obviously thought she would get different answers from me since she did not like the answers my staff were giving her.  Again, we were trying to resolve her issues.
  
  After reading her response, I find it amusing how wrong ****** is about me.  Her accusations couldn’t be any further from the truth.  I will not lower myself to her level on this forum.  I will not explain to her or anybody the kind of person I am.  I know my compassion and empathy for my employees, customers and friends are not even close to ******’s statements.    
  
  It is truly unfortunate that ****** has so many issues, I hope it works out for her.  Maybe she should do a better job at communicating her issues with us, instead of insulting and avoiding us when we are trying to work with her. 
  
  It only confirms after reading her latest tirade, that no matter what we do for her, she will never be happy.  Again, we were bending over backwards and breaking our own rules to work with her. Remember, I still approved all the procedures that were being broken by my staff to resolve ******’s crisis.  Again, we had it all worked out where we were going to do the job.  Then ****** has the audacity to start condemning and abusing the people who are working to solve her problem, really?
  
  At this time, I believe it would be best for all involved, for the ********* to find another contractor to work with.  I truly believe no matter what we do for them, we will be the root of their problems.  I don’t need to put my staff through this kind of abuse anymore from her.  I will be informing my staff today to cancel the order and close out the job.  Maybe next time, ****** will be more grateful than abusive when working with the people who are working to solve her issues. I wish ****** nothing but the best, I truly hope it works out for her. 
  
  Please feel free to reach out to me If you have any further comments or concerns.  Thank you for your time.
  
  
  
  Sincerely,
  Chris H*******
  Sr. Vice President
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩