Hi Mai, we understand you want to escalate your complaint and make us look bad, but please tell the truth story.
1. The boiler was installed on 2020, not 2022, and it had 5 yrs parts, 15 Yrs Heat Exchange and 1 Yr Labor warranty on written.
2. We can approve the boiler did not stop every month because Boiler have failure error code record. In the past 4 years, we have done 4 times Boiler maintenance and 1 time plumbing water leak for you which NOT cover by our warranty, but you declined to pay all of that.
3. You texted Max in Whatapp on June 6 2024, not May 6 2024. Max did not recognize you by text, and asked you to call office line for the service. We sent our tech and did a maintenance again, and boiler back to work. Tech found out one of part may not be good, and he called the NTI field technician. And suggest to replace the part which is under warranty, but you declined to replace the part. We told you, If you don't replace the part, the boiler will stop again.
4. On Aug 22nd, you complained to BBB that boiler stopped again, and you called us, no response. You did not call us at all for this service. You sent an email on 1:30pm to tell us the boiler stopped again. Our team replied back to tell you the service schedule on 5-8pm. and call you to make sure you are available on 5-8pm. Our tech arrived on 5:30pm, and found out the same parts failed again. We sent another tech to deliver the part, after the part replaced, the boiler start work.
5. $120 was for boiler maintenance fee which is not cover by your warranty, and it requested yearly not monthly.
From now on, we are not able to service you any more. No more free service, free maintenance.
Reply created 27 Aug 2024
