Complaints

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired AGE Heating and Cooling to provide our biennial (every two years as recommended) cleaning and maintenance service for our propane heating stove located at our cabin, * ****** ****, ****, *****.
                 Stove Brand: ***********, ********* (Serial # 661580) The AGE Owners are ****** and ********* ***** and the technician responsible for providing the service on Oct. 12, 2023 was **** *********.
  Following completion of his work he re-lit the pilot light. There was a subsequent loud explosion in the stove, shaking the house and resulting in unrepairable damage to the stove and covering the entire family room with shattered glass. The stove was in excellent working condition prior to the technician completing the service. Fortunately  no one was injured in the incident.
  Following several phone conversations and a e-mail on Oct.22 regarding the company's responsibility, we continually received a response it was just a "coincidence" it happened when the technician was conducting the service.
  To make the issue worse on Oct. 14, 2023 without recognition of the problem or a resolution the owners sent us a detailed estimate for the purchase and installation of a new propane stove and later in a follow up conversation they implied the installation costs would probably be higher than the original estimated figure.
  The owners also requested reviews on 10/12 & 10/14 of the service provided (technician and company).
  The propane stove was damaged beyond safe repair.
  The entire process, attitude, inconvenience and lack of resolution was unacceptable, so we proceeded to explore our options.
  We met personally with a couple of heating & cooling firms that conducted similar cleaning and maintenance services in ********* and ***** *******, *****. One company was recommended by the original manufacturer of our damaged propane stove.
  Each heating and cooling representative pointed out that they would accept liability if such a problem occurred during their scheduled service. Both firms implied reputation was important and having a satisfied consumer was a part of doing business.
  Not only have we lost our main heating source for the winter months (we have some expensive electric baseboard heat), but it will require periodic winter trips to the cabin to check on temperature levels.
  We can't make an expensive investment on a similar propane stove until we obtain appropriate information and bids on a replacement.
  Because of the lack of cooperation with AGE, we are reporting the incident to appropriate State of Idaho consumer protection agencies and the Better Business Bureau.
  The resolution is for the replacement and punitive damages in the form of cash.  We do not trust AGE's workmanship and professional capabilities to perform the replacement.

  Customer response

  12/06/2023

  We expect replacement in cash for a comparable propane stove & installation costs.

  We obtained estimated bids from two companies recommended:

  ********* - propane stove ($5,000.00) installation ($1500.00) did not include stove pipe.  Total estimate - $6,500.00. ******* -U39E ***** ******  - propane stove ($4,528.00) installation ($1,500.00)  venting & misc. charges- approximately ($975.00) Total estimate - $7,000.00 **********-GDS28

  

  Business response

  12/12/2023

  Dear BBB,
  
  This letter is in response to customer concern No. ********, as submitted on December 4, 2023. As requested by the BBB, this letter does not name the customer, but refers to the customer in that concern as "Customer."
  
  ABCB was hired to perform a routine service on the Customer's propane fireplace. ABCB had not installed the fireplace, nor is ABCB a dealer for the type of fireplace owned by Customer. During a routine service the technician cleans the glass, vacuums the stove box, and inspects the unit. No parts are removed, altered, or replaced. During the Customer's service, each routine step was completed successfully.
  
  Unfortunately, upon completion of the service, when the technician turned the stove on, the fireplace experienced a delayed start. The delayed start caused the glass in the fireplace to blow out. The delayed start was not caused by the routine service or the technician. The starter function is not manipulated during a service.
  
  The Customer's fireplace was an older ********** model, which is prone to a delayed start. While ABCB is not a ********* dealer, in the days after this event, ABCB conducted research in order to best address the problem.  A delayed start can blow out older, thinned glass. The Customer's unit was past its recommended life, per the manufacturer. The unit was, therefore, likely to experience a delayed start. A delayed start can happen anytime the unit is turned on. A delayed start is not related to any activities done during a service, other than the act of turning on the unit.
  
  The Customer, by failing to follow the manufacturer’s instructions and failing to inform ABCB of its noncompliance, put ABCB's technician at risk. Luckily, neither the technician, nor the Customer, were injured.
  
  ABCB discussed this issue with the Customer, and a resolution was not reached. ABCB did not charge the customer for the fireplace maintenance. The Customer indicated that it had specific information that indicated causation between the service and the blowout. However, the Customer did not provide that information or its source, even upon request. The Customer has not provided that information in its concern submitted to the BBB, either. 
  
  ABCB successfully completed the services for which it was contracted. While ABCB hopes the best for this Customer, it has no further obligation to the Customer and is not responsible for the Customer's aged unit.  ABCB declines to make any payment demanded by the Customer.
  
  ______
  
  
  

  Customer response

  12/15/2023

  The second response from AGE Heating & Cooling on December 12,  2023 (received on December 14) is unacceptable.  I Many of the comments contained in the response are not accurate, completely  misconstrues the facts.

  The model, ******** ***, serial # 661580, owned by us is manufactured by **********. The unit was manufactured by ********** in 2012.  We purchased the new propane stove with installation costs on October 4, 2013, at which time the life expectancy began, from ******* ******* *** ******* located in ********, *****, a suburb of **********, *****. Our unit is 10 years old. ************ customer Service Department pointed out in a recent phone conversation that this ******** *** propane stove has a twenty year life span from the beginning date of warranty coverage.  The unit’s ********** Manual supports this information.  The customer is expected to adhere to a recommended maintenance & cleaning schedule of every two years.

  ******* ******* *** *******, following the purchase, provided this service through 2019.  Their last scheduled service was on 10/31/19. After the company sold their operation, we scheduled the next maintenance & cleaning service through T******** ********** ******* * *** ************, in ********* on October 11, 2021.  ********* discontinued the cleaning & maintenance service, so we hired AGE in August of 2023 to conduct the cleaning & maintenance on October 12, 2023.  Therefore no statement regarding “older” unit is applicable. (based on official *********** data regarding a 20 year life for the stove & the recommended regular maintenance & cleaning).

  During the servicing of the propane stove the steps taken by the technician were not completed “successfully” due to the resulting explosion  when he re-ignited the pilot light. The causation of the delayed start, if this caused the explosion is not known, happened during the actions by the service of the technician on October 12.

  AGE also stated in their written statement, received on December 14, that we were not in compliance with manufactures instructions. This is absolutely not true, a pure fabrication. We have never had any warning or concern expressed to us from ***********, the dealer, ******* ******* * ******* that sold us & installed our propane stove, or from any other licensed company that conducted the recommended maintenance & cleaning.

  We also have never had a request or denied access to information from the Better Business Bureau or State of Idaho consumer protection agencies.  All of our contact information is open to official investigators.

  As stated in our previous complaint submittals (October 22 & November 30), we contacted two highly recommended & respected heating & cooling companies for the express purpose of determining how they would handle a similar maintenance. & cleaning situation.  Both pointed out the need to accommodate problems encountered during their service appointment.  We never identified AGE in thee discussions.

  We later contacted these same businesses for cost estimates to replace & install a new propane stove. This was a follow up to a question posed by the BBB to help determine the cost of a cash resolution.

  

  Business response

  12/24/2023

  This is a response to the Customer’s reply, received on December 18, 2023, in BBB matter ********.
  
  First, the Customer alleges that their *********** unit was manufactured in 2012, and that it is 10 years old. It is unclear from these allegations what the actual age of the unit is. However, ABCB has communicated with *********** dealers and the manufacturer and has been told that the unit is prone to a delayed start, and that older units have weak glass. Further, it is ABCB’s understanding that the unit is not under warranty. The Customer has not provided any documentation of its claims regarding the timeline of the unit, or the warranty. If the unit is under warranty, as claimed by the Customer, the Customer should make a warranty claim for its faulty unit.
  
  Most importantly, the Customer expressly admits that it has no knowledge of any causal link between the explosion and the technician’s work. In other words, the Customer has expressly admitted that it has no basis for its claim and does not know if the technician caused the problem. Specifically, the Customer stated, “[t]he causation of the delayed start, if this caused the explosion is not known, happened during the actions by the service of the technician on October 12.”
  
  As the Customer has admitted that is not aware of the cause of the explosion, or what manufactured that cause, the Customer has admitted that this claim is without basis. This claim should be dismissed, as the Customer has abused the BBB’s complaint system in an effort to obtain a new appliance.
  

  Customer response

  12/26/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  ******* * **** *******

  Customer response

  12/27/2023

  We reject AGE’s 12/24/2023 statement. Need to know when we respond.  It is our understanding that ******* our conflict resolution will not be back in the office until Jan, 2, 2024. **** ********

  

  Business response

  01/04/2024

  To Whom It May Concern:

  At this time we are rejecting the arbitration offer based off the recommendation of our lawyer. 

   

  Thank you,

   

  *********  ***** 

  Customer response

  12/31/2024

  The customer, ****** ** * **** ** ********, reject the contents of the statement from AGE received on Christmas Eve, December 24, 2023.

  We strongly believe this business has liability & should be held accountable for their lack of responsibility and professionalism for the propane stove explosion that happened on their watch (maintenance & cleaning service) on October 12, 2023.

  A business that fails to acknowledge their role in a major accident, by proceeding to operate as if nothing had happened, fails to instill confidence and successful business practices.

  Prior to the scheduled service on October 12,2023 we never received any communication from AGE with questions, or instructions on the service only date reminders.

  In order to clarify the information provided in previous responses, I will repeat the documented record from *********** Consumer Support.

  Our propane stove was manufactured on 9/5/2012 and we purchased the new ***********, ******** *** model, serial # 661580 from ******* ******* * ******** ********* ***** on 10/4/2013. ************* representative pointed out our propane stove had a 20 year life span from the date of purchase, 10/4/2013.  (Approximately 10 years remain from our date of purchase.). According to the *********** Consumer Support, our stove would not be considered an older model, and the glass issue falsely claimed by AGE, would not be a factor.

  It’s questionable that AGE even communicated with *********** for they have no record of a call from their business. It is our understanding that all incoming calls are recorded by the manufacturer,************ *********** also pointed out, they would never have indicated “the unit is prone to a delayed start & have weak glass”.

  We never claimed our propane stove was still under warranty, certain components might have been available based on a timetable outlined in the warranty section of the *********** manual.

  The propane stove was not a “faulty unit” and AGE has no information to make such an outlandish claim.  Our propane stove was well maintained & in excellent working condition as evidenced by its service on a regular basis.

  We never admitted there was no basis for a claim.  We certainly do not have the professional qualifications or technical knowledge to know or understand what happened while your technician worked on the cleaning & maintenance of our unit in our cabin’s family room.  We were in a separate room, until the explosion shook the entire house.  The destruction of the unit happened during the technician service time. He was understandably distraught (thankfully not hurt) over the explosion and he kept repeating we will make this right.  After a couple of hours of cleaning up the debris throughout the family room, the technician departed.

  We are tired of AGE bullying tactics, so they needto fix the mistake which happened during their handling of the job.

   

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