Evergreen Home Heating and Energy

Hi Danielle,

Your review implies that your leak was caused by our installation. That was clearly not the case. There were rodent traps all over the attic area where the leak occurred, as well as rodent bites in the line, and a water bowl you had inserted under the leak to catch the water where rats had chewed a hole. It was clearly apparent you had a rat problem before we arrived. All of this is backed up by photos our technician took of the drain line in question. The "shoddy" work mentioned in your review was performed by rats, not our technician.

In spite of a previous negative review written by you, which contained much false information and was posted to all major review platforms, we were still willing to come out to your home again to fix this leak for you. Unfortunately, with Seattle's traffic and high costs of doing business, we can't send a technician out to your home for free, unless the issue is covered under your warrantee. If covered by the installation warranty, we do not charge anything for diagnosing and fixing any defects with the equipment or the installation. In your case, the damage to the drain line was not a result of our installation. We can’t cover or insure this type of damage, which was outside of our control.

It is necessary for us to diagnose a problem to make sure we install the correct parts to fix the issue. We install a large variety of systems, each of which is a custom installation based on the home, and the equipment's location in the home. We carry many parts on our trucks. However, it is not possible to carry every possible part for every custom system we install. So, unfortunately in this case, we could not perform the repair on the same trip as our diagnostic. On a return trip, we DO NOT charge for a second diagnostic. However, there is a cost for extended service if we need to come back for another repair appointment that isn't under warranty. This cost is less than our diagnostic service, and comes at a further discount for our Comfort Club members.

We do everything in our power to perform repairs on the same visit as the diagnostic. However, it isn't always possible based on the parts needed for the repair. I'm sorry you had rodents chew through your drain line. We did everything we could do for you in this situation, including providing a reasonable quote for fixing your leak. Unfortunately, we aren't exterminators and can't control the damage rodents can do in a home when left unchecked.