Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** has been contracted by us to do a yearly inspection/ maintenance check on my mother's property. They have been out in 2022, 2023, and last time in October of 2024. Each time, the technician told Mom all was in order and that she was ready for winter. On January 4, 2024, the furnace quit working. Being the weekend, I called ***** answering service to schedule an emergency call. My first call was Saturday night, the second through fourth calls came on Sunday morning. Each time we were told the technician would get with us soon. Being 12 degrees outside, I then resorted to calling the company I use at my home. They returned my call, scheduled a time, and were there in less than two hours. Their technician opened the front of the furnace and explained that there was tape and a type of RVC glue on a cracked pipe dealing with carbon monoxide. This was not code, and he would not leave until this was fixed. The furnace was also filthy, and water was found inside where it should not have been. The result of poor maintenance and inspections was evident, and he had no qualms telling me this tape should not be allowed and that it was dangerous. I contracted him and the new company to replace the furnace as the repairs were extensive. I called ***, talked with ***** ***, the owner, supplied proof of all I have listed here, and was told his birthday party was Saturday night, and the technician changed call and did not inform the service resulting in our mom's emergency falling through the cracks. *** called me finally Monday after the entire system had been replaced. I explained that I would like the last three service calls fees to be refunded to my mother as the furnace was not maintained and the pictures proved it. He told me he asked his son, the last technician, to check her system, and he did not remember the visit, the tape, and therefore he would do nothing to make things right or at the least refund for the errors. He said that I cannot prove it was their fault.

  

  Business response

  01/10/2025

  She is correct, we have serviced this unit for the last 3 years with no issue until this past weekend.  We did receive their call and unfortunately did not respond like we normally do due to a mix up on our part with our answering service.  For that I sincerely apologize as we strive for taking care of our customers in the most professional way we know how.  Called on Monday to see if they still wanted service and was informed it was already taken care of.  Then was asked to refund the last 3 years of money for service we had provided.  I feel like this was too much to ask for as this was the first failure in nearly two and a half years.  I asked the question why the furnace failed and was told it didn't matter.  I am a very fair person and always try to do what's right for customers, but in this case I don't even know what happened to the furnace to know if we made a mistake.  We serviced the unit on October 1st and it ran until January 4th, furnaces have many parts and any of which can fail at any moment.  In conclusion, the first time serviced this unit was October of 2022.  So it ran from then until this past weekend without issue, I don't feel like we have done a bad job.  Then to request a refund for all three services seems unreasonable to me.  To me it's like you have had a tune up on your car by an auto repair place for the last 3 years, and you have had no problems until sometime in the third year.  Then you go back and tell them you want your money back for the tune up from three years ago because they did a bad job.  Probably not going to get it.

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