Complaints

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i hired the said contractor to install a hot water and heating comb unit which was done in October 2019 in december of 2020 is when the unit started shutting of constantly i reached out to same day **** came did some trouble shooting was on the phone with the manufacture replaced some parts, this has been going on since every winter i experience the same issue they never response immediatly and only come when they are tired of my callsl and i am stuck with no service constantly in the middle of winter this is 2022 and i am still having the same issues the unit never worked properly for an entire winter since it was installed on satutday 19th March **** returned again still keep shutting off and on sunday 20th March my carbon monoxide dectector came on sending of alarms the fire service came and high levels of carbon monoxide was decteted i reached out to same day on sunday they said they would come out that day around 1:30pm no one responded until tuesday still nothing was done and i dont have any heat and hot water

  Business response

  03/24/2022

  This is a legitimate complaint and these homeowners have been more than patient. The equipment installed is a Navien high efficiency combination boiler which provides both heat and hot water.  While it has not functioned efficiently on a consistent basis; the issue is not they have not had heat or hot water, it is that ****** (the person I've spoken with on numerous occasions) has had to reset it way too often. Our last visit on Tues 3/22/2022 the pipes were hot which indicates the unit is working, though improperly. 

  The manufacturer has sent several replacement parts which we have changed, we have consulted with tech support, a specialist and myself has spent almost an entire day working on the equipment but ultimately there's the same error code and malfunction. Navien has refused to accept that this just may be defective equipment. On Tuesday I took pictures and sent to both our supplier - B/F ********* Supply and Navien - the manufacturers who to date have not responded.

  I've asked ****** to meet me part way in terms of the cost of supplying him with a regular replacement boiler, he has declined and so we are at a stalemate. In the interim, I await a response from Navien.

  Customer response

  03/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  . Yes as of Friday 19th March my unit has been working constantly because a technician from Navien come and fix the unit after having issues since 2020

  I am so dissatisfied with the service from this company.  we strongly believe that it was negligence and lack of knowledge of the unit installed  on the part of *********** that we had to wait this long for our unit to be fixed and all it took was a visit from a Navien technician to come and fix it in just 2 hours. and we have suffered with no heat and hot water for 3 consective ******* and was exposed to high levels of carbon monoxide which resulted in the fire service coming to our house to extract it out with heavy fans 

  *********** confirmed that the unit has not functioned efficiently on a consistent basis but why should that be, i paid for a new unit that should be working properly.  yes we restarted the unit and he is awear of that because that was the only way for us to get a little hot water and heat in the middle of winter when he would never response in a timely manner or fixed the unit. The unit would come on for a short while and then shut off  and he was fully awear of that because every time we call him to tell him the unit is not working it would take days before he would respond and i had multiple video call with him trying to reset the unit.  would he have preferred us go to a hotel and **** him every time 

  We have complained to him on December 26, 2020 that a strange sound is coming from the unit and also sent him a picture of the display, we got no response from him. On January 5, 2021 having the same issue  still no response, we reached out again on January 11, 2021 letting him know we are having the same issues.  On January 22, 2021 we reached out to him that the unit keep shutting down the power is on and a wrench icon is being displayed he finally came and after being on the phone with Navien he fixed it.  In November 2021 we call him again the same problem was happening,  on November 22, 2021 i reached out to him asking him to let me know when he will be coming on Nov 23, 2021 let him know unit down again, all this time no heat and hot water. he came check the unit said he ordered the part and is waiting for Navien to send it out. i reached out on Nov 27 telling him i needed the issue resolved by Dec 1 2021 as my family and i were leaving on vacation on Dec 2, the issue wasn't fixed and we had to leave a key to our house with him to fix the unit 

  we told him that we were getting a smell of gas ( he said that was normal) and after a year it came to our knowledge after the equipment shut down in November of 2021 that the intake and exhaust pipes were installed to close to each other and the gas was coming back into the house.  he rectified this problem after being out of heat for more than a week and to mention that was the high of winter and all this time we were breathing in carbon monoxide we believed that this was since the unit was installed 
  

  ************ asked me to meet him half way with the cost of supplying me with a regular replacement boiler this is outragious. in October 2019 i paid him $7,651.56 to supply and install a boiler, he installed a ********** hi efficient gas combination boiler this was his choice of equipment and in January of 2021 thats when the unit started giving trouble.  i paid him $706.06 for labor to replace the ignition and flame sensor which was supposed to be a new unit.  i am constantly at a loosing end with this guy why should i have to come out with more money.  we have a sign contract for 10 years warranty on heat exchanger, 5 year warranty on all parts and 1 year guaranty on labor

  i strongly believe that ************ does not have adequate knowledge on this unit.  his lack of knowledge on the install cause continuous suffering on my family i have my ***************************************** and my child is 16 we were not treated fairly with this situation  and we felt we were put in great danger of carbon monoxide poisoning.  *********** was there at our house on saturday 19, March 2022 and on Sunday 20, March 2022 was when our carbon monoxide detectors started going off.  and when we reached out to him letting him know the fire **** was here he said he would be here at 1:30 pm.  the machine was shut down and we had no heat or hot water.  he never showed up until Tuesday 22, 2022.   at no time has he ever offered any apology or explanation when we called his cell phone he never response in a timely manner his staff was never able to assist also they claimed they were not awear of the situation.  

  i strongly feel that we should be compensated for our hardship,  his negligence and lack of communication is no way to conduct business especially when you are putting family lives in danger.  having no heat and hot water in the winter is a serious matter that should take priority in his line of business.   we would not have to suffer this situation if he had gotten someone to come sooner to look at the install.    

  
  
  
  
   
  

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