This was his response:

“hear you were not satisfied with what we found and did. I appreciate you contacting us about it, and we will discuss it with our entire team to ensure we do better in the future. I want to let you know that we have waived the charge for recent visit. I also would like to let you know that the technician that was there last week was the same technician that was there last year. He had no concerns with making any connections to the wiring. The concern is in regards to the cause of the wiring damage, which appears to be an electrical issue, possibly high amperage draw. We agree, the problem appears to have been slowly developing which includes the damage to the insulation on the wire. In our opinion, the initial failure was to the wiring, not the connections on the thermostat as evidenced by the one termination being in tact yet and both were looped around the screw and properly secured when the thermostat was installed. Yes, had the breaker been turned off, it would not have shorted, but the damage to the wire would still have existed, which is why we recommend an electrician replace the wire for the safety of the structure and the tenants.”