Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 29 2024 jjm mechanical came to my home to do an annual servicing to my water on demand unit and my vessman hot water furnace. The water heater was serviced **rrectly however my furnace pressure valve blew out just after the service man did a pressure test and as he was leaving. There was steam throughout the entire basement and water on the floor. The service man left. I asked him if he was **ming back and he said he would report to the office. He said there were parts missing and it did not pass **de I asked him how **uld that be as jjm did the regular servicing annually for over 5 years and nothing had ever been said before. I spent 8 nights without heat.there was a response to my email I sent on Good Friday only to be informed that the notes they had said there were 3parts needing repair/replaced (high limit safety switch and flow switch/low water cut out) At the moment, the boiler is trippin due to the parts having failed.they said we wont be able to access these parts today as all the suppliers are closed. They **uld send a technician but I have to mention parts are not available and the timing for the dispatch would be billed at 250 minimum 2hour call out plus parts and any additional charges from suppliers( freight, emergency calls etc) if the work is unrelated to our work (which it sounds like a repair is needed) then there would be no **verage under our warenty. Alternatatively we can dispatch a technician for Monday to Tuesday and the rates would be 195/first hour and 130/ each additional hour Due to the **rrespondence I received from jjm mechanical I sourced out and hired ************ Slavs Asenov a gas fitter and plumber came to my home and serviced the boiler Installed new black iron on the gas valve refitted the 24 flex gas **nnector to bring it up to **de for his parts and labour I paid 250 I now have heat As I have not **ntacted JJM Mechanical since their technicians left after detaching a wire which was attached to the gas valve i would not trust them in my home again As I have not received any **mmunication from them since Easter weekend I have no idea what they charged my **** This is the first time that jjm mechanical requested my **** info before they sent their service man in the past they always sent me an email once the work was **mpleted itemizing the work **mpleted and I would call their office to pay over the phone.What I am requesting is there to be no billing against the time spent on the furnace as I will be paying more money to the gas **mpany and the hydro ** for 8 days of trying to heat my home with the fireplace the oven and two heaters.Altitude gas assured me there are no parts missing from my furnace and the fellow should never have dis**nnected the wire for the gas feed. Also the gas line leading into the furnace was an easy fix for him

  

  Business response

  12/04/2024

  Good afternoon, We did review the last service visit. Correspondence was received from you via email on Good Friday; ********** was closed. We did reply back however as one of the on call persons did happen to see your email by chance. We do not monitor the email for emergencies as we have an emergency line and prompts to access a person from our team should this be an emergency.

  The technician's notes are a direct quote from the service visit below:

  "Picked up paper work from office to bring to site. Arrived on site to do annuals on 2 boilers. Started to flush the Navien while performing work on the viessmann. 
  While attempting to take gas pressure readings, the damper motor failed. Did not touch the motor at all. Placed a side for now and continued with the Navien. 
  Removed inducer motor, flame rod, air filter and cleaned off. 
  Flushed out chemicals after 45 min and ran the water for about 15 min. Once all flushed, put system back into operation. 
  Went back to viessmann ****** and attempted to by pass the damper motor. Got the system to run, however due to the wiring set up, the by pass provides the 24V to ignition module by passing the operating controller, setting off the *** at a high temp. 
  Boiler install is missing a few key items to assure its safe operation. 
  No high limit
  No flow switch and/or LWCO
  No service valves". 

  The technician noted an advised the damper motor had failed. Before we had proceeded with the steps of checking all safeties on the boiler, for proper operation. It was likely when they were reviewing the operation they had noticed the boiler did not have a "high limit" or "flow switch". These are safety devices either internal or external to the boiler. The other item "service valves" are not a safety device and are meant for flushing heat exchanger water ways; These are not a necessary item but an item equipment should have.

  We do not answer to other contractors findings. Whatever their findings are irrelevant to our company. We 're responsible for equipment to be operating and installed by code and jurisdiction.

  If there is a discrepancy then we would differ to the Technical safety standards branch, not another contractor opinion.

  The recommendations that we put forward are in good faith.

  These recommendations from different technicians can be overlooked and or missed, and even different from technician to technician depending on what equipment they have serviced.

  Insofar as the communication we did reply on the good Friday even though we were closed. We did offer service to come out and see what repairs could be completed. You opted not to. During the time a repair is noted the technician will need to get information to the office so we may track down parts and equipment. Not everything is always completed in the same day, this is partly our responsibility to be better at this but in your case it was not addressed in the same day. Most of the time we are able to reply and get quotes out to clients for this type of repair. However yours unfortunately was delayed in being sent. This can happen to any company so we do take responsibility for poor communication from technician to office staff and their lack of timely reply and follow up visit. We apologize about this for this case.

  We do not charge credit cards for any client without permission, period. We ask that clients that make appointments agree in writing via email to setting appointments and providing a credit card on file should they want to process this when the invoice is due. As the owner I can say for certain we 100% disagree with this statement you have made regarding payment. This is only to hold appointment times and if clients cancel on short notice and or are not there they are aware of charges for canceling appointments as we are sending technicians to their businesses or homes or work sites that this service is not free. Hence the email in writing agreeing to the charge out rates.

  I can see from our service records we have been servicing your equipment since 2019. This is not a fly by night company you would not be employing us for service from then until now if had not been providing proper service and results. Service was performed for your equipment, however the manner in which the repair and follow up was handled less than desirable and ill timed. If you wish to discuss a credit I ask that you call during regular working hours to speak with me and I will see what can be done.

  Customer response

  16/04/2024

   
  Complaint: 21565133
  
  I am rejecting this response because:

  I was 8 days without heat

  my grandson and I were left to clean the water from the basement floor and applying a shop fan to clear the steam and dry the basement area for 12 hours. *************** from ************ is a licensed, bonded repair and installer gas fitter and plumber. He assures me there are no parts missing and the electrical wire should never have been disconnected. He says to contact him at ************ to explain all the technical aspects of the job. he advised me that the person that worked on the furnace did not know what he was doing.  As an owner all I know is that when JJMmechanical left I was left with a non functioning furnace and when Altitude left after a little over one hour of work 8 days later my furnace was working.

  I do not feel comfortable having to pay a company that left my furnace non functioning only to hire another company to come and fix what they left me to handle.

  sincerly *********************

  as I mentioned I will pay for the work done on the water on demand unit but not for the work that left my furnace non functional.

  jJMmechanical did not break down their work order on their bill that they emailed me on April 11 2024

   

  
  
  *********************************************

  

  Business response

  22/04/2024

  Morning ******,

  We did check our records and have in fact proof that we emailed several times over the long weekend, and the following week to follow up with you. We did not hear a reply back from you and you did not reply back to us regarding the matter during that time frame. To say that (8) days went by without communication is unfair and not true, we did reach out to you even though our office was closed to try and resolve the issue.

  Again we do not answer to other contractors. We answer to the **** and or inspection agency (City or otherwise) .  What one contractor *** say or do *** not always be correct, that is why we answer to inspectors.

  Further you are now stating that you have not paid and will not until you are satisfied. In your dispute you state "... I have no idea what they charged my ******** In fact we have not charged your **** at all.

  We take credit card information to secure appointments as many other companies do, so we do not waste out time dispatching our technicians to people who are unwilling to pay for our travel trip time.

  This information is all provided via email and upfront before the appointment is booked with any client.

  We did provide rates and an alternatives for getting the issue resolved, we were upfront and honest about what that would look like on a long weekend. Prior to dispatching anyone.

  The other point I would like to bring up if we "were" your contractor you used for (5) years, why not just call us and ask to speak with someone before making a complaint?

  If you had done this I'm sure you would have had an opportunity to speak with me regarding the matter. More than likely I would have agreed and provided you with a fair resolve to the matter.

  As you did not try to call and speak to someone at our office, I can only provide the information provided to me by the technicians notes and respond in a fair manner. Which I have stated below, for you to call our office.

  You will have to call our office and ask to speak (******************* owner) to review what can be done. 

   

  Customer response

  22/04/2024

   
  Complaint: 21565133
  
  I am rejecting this response because I had a perfectly operating furnace when jjm mechanical arrived to give an annual maintaince. I had a non functioning furnace when they left, then Im advised that major repair was needed to bring it up and running again

  it is not an opinion of another company. The truth is he came reconnected a dislocated wire that jjm mechanical disconnected. The new fellow serviced and left in one hour. It cost me 250 to have my heat up and running again. I expect jjm mechanical to deduct that cost from their billing to me.

  send me an email with the adjusted amount and I will be more than willing to pay for the cost of the servicing to navien water heater 

  thank you
  
  *********************************************

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