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Complaint Details
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Initial Complaint
12/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/21/22 I hired Suburban HVAC to repair the pilot light in my furnace because it would not stay lit. In the process of repairing the pilot light, their technician cut the wires and unscrew the parts that were hooked to the furnace without informing me. The rest of the furnace was still in completely working condition, only the pilot light had issues. They then claimed the furnace was beyond repair and we needed to have a new one replaced and quoted a price between $12K to $15K. I then hired a master plumber for second opinion and he was able to fix the pilot light just by replacing a small part. He confirmed what Suburban technician did was wrong. The furnace did not need to be replaced. Suburban HVAC technicians' quote and recommendation was totally fraudulent. They left our family in the cold for a few days and pressured us for payment of a new furnace.
Business response
12/31/2022
**********,
I reviewed our service history related to your complaint. As you know, due to the extreme weather conditions at the time we attemped to repair your 38 year old ********************* We spent several hours on site and our staff determined due to the overall condition of the furrnace that it was "unsafe" to keep it running.
Suburban HVAC services several thousand residential customers a year. Based on 57 years in business our policy is to recommend replacement of HVAC systems when they are past their useful life to aviod unplanned downtime downtime for our customers during extreme weather conditions. The typical life of a residential gas furnace is ***** years. Regardless of the condition of the system, Manufacturers no longer have spare parts available.
My system shows that we did not collect for our services at the time. I assume you are complaing about the $195.00 balance on your account for our minimum service charge that was recently billed. As a courtesy I will credit that balance.
I also suggest that you consider replacement of your furnace ASAP. The pilot light working at this time is a temporary solution. Your furnace is almost twice as old as the average life of all the furnaces we service.
If you are interested, I am available to personally go over the cuurrent condition of your furnace and recommend replacement options so that you have a reliable heating system in your home for your family.
Sincerely,
*****************
***********************************
************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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