Complaints

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired valley Pro mechanical to install a hot water on demand tank in our home. When they arrived to install the new tank on October 2nd, they said that our furnace was vented illegally and needed to take internal photos to see if it was in safe working condition. They claimed there was a crack in the heat exchange and took our furnace out of service and said it needed to be replaced immediately. They spent a few hours working on installing the new water tank and said they would finish the job when they came to replace the furnace. Since this was an unexpected cost, I called around to every local business for quotes. I decided to go with a different company because they had more efficient furnaces for a better price. I spoke to ***** on the phone on October 3rd and told him we were going another direction for the furnace but wanted him back to finish installing the new water tank and told him it was leaking. I called again on October 6th and was still told he would get back to me. I contacted him again via email on October 15th asking the same question and was never given a response. The estimate they provided said remaining balance was due upon completion of service and Valley pro mechanical never made any effort to contact me to come finish the job they were originally hired for. They sent me an invoice for the first time with the remaining balance on February 5th 2024. I asked ***** to contact me via email to explain why we were receiving an invoice to a job that was never completed and was still never given a response. On top of this, the company that replaced our furnace said that there was no reason to take our furnace out of service as there were no cracks, rust or corrosion and was still in safe working condition. They also finished installing the hot water on demand tank and repaired the leak.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  New combination boiler installed in our home on ******* *** **** by Valley Pro Mechanical **** Issues started almost immediately after the install,lost hot water and heat continually as the system kept losing pressure. In contact with Valley Pro constantly regarding issues we were having, went days without hot water and continually watched the boiler and filled it with water to try to keep hot water and heat in the house,garage,unattached shop. Through conversations with Valley Pro we were told they were in contact with ****** (boiler manufacturer) and ****** was guiding them through the issues. Through ****** ********* to me,Valley Pro contacted ****** twice in the 5 months, ******** ****** and ***** ******* ***** ******, boiler started leaking on the hot water side.Valley Pro took pics,video, sent to Navien, a warranty boiler was provided. Valley Pro called ***** *, said they were not reinstalling the boiler until glycol was put into the heating system. Glycol is used to prevent accessory building water lines from freezing. ***** **, Valley Pro dropped warranty boiler off and left us with a boiler in a box, no heat, no hot water, risk of our home and buildings freezing. Our homes primary heat is from the boiler. Temperatures at night were: ***** ** ***** ********* *** ***** ********* *** ***** ********* *** ***** **** New replacement boiler was installed by Brass Peaks Plumbing at a charge of ******** ** ***** **, included replacement boiler install, and the missing components that Valley Pro didn't put in as per manufacturers instructions, ie: no primary loop, no air/water separator, no primary pump (see invoice from Brass Peaks). No issues with the boiler system installed by Brass Peaks since the install on ***** *** ***** We would like to be reimbursed for the invoice paid to Brass Peaks Plumbing to redo/complete the job that should of been done as per manufacturers instructions by Valley Pro when the boiler was originally installed on ******* *** ****.

  Customer response

  08/08/2023

  Valley Pro Boiler install, missing the primary loop, auto air separator, and primary loop pump.

  Customer response

  08/08/2023

  Brass Peaks install including the primary loop, primary loop pump, auto air separator and other piping. Also glycol unit to ensure ACCESSORY buildings water lines do not freeze.

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