Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Problem began on Oct, 25, 2024. I called home comfort because they are the ones who put my unit in. They came out and changed a leaking relief valve and wire brushed the burner said everything was good to go. 10 minutes or so goes by and I immediately call them to tell them that the same problem exist the boiler does not heat. They came back and said they would have to order parts. 2 weeks go by and I still have been without heat, they say they are coming out to put part on. they get here and the part is wrong. I was then told I would have to wait for another part. In the meantime I am confused about the first bill why the boiler is still broke and I paid a 180 dollars for Labor, . I was told that's what they charge they are 40 minutes away and so on, They are only 15 minutes away from me. I got nowhere with the owner (*****}. Now it is another 2 weeks before I get a part, and them coming back out. It is Friday and the part is wrong again, because it was Friday nothing could be done till Monday 11/25/2024. They call me today and tell me they have part but it is not going to be 279 like they told me it was going to be 427.68. I asked why and he stated the part cost more. I have been without heat for the Month dealing with Cancer, running my stove and little heater what about my suffering and electric bill due to them constantly getting wrong parts. My resolution would be to pay just for the part, The rest should be on them for getting the parts wrong and even not abiding by the quote they gave me 2 weeks ago, charging me the first bill and boiler was still broke. They did not even offer me a heater to use. I want what is fair I suffered over them not figuring out what was the part, I don't care how many times they came out the outcome was the same NO HEAT.

  

  Business response

  12/06/2024

  Our first visit out to her home on October 25, 2024, the technician diagnosed a leaking valve, he replaced the valve and cleaned the burners and the unit fired, ran for about 10-15 minutes with no issues, the technician billed the customer and left. Roughly 10 minutes after his departure, Ms. **** called the office and said the unit was down again, office staff called the technician and immediately turned him around and he went back to her home.  Upon further diagnostics he found that the unit needed a part that he did not have in stock on his service vehicle, he advised the customer that he would have to call suppliers to get availability of the part needed. On October 25, 2024 the technician called the manufacturer and ordered the part. We were told it would take 5-7 business days for the part to ship from the manufacturer.  On October 28, 2024 we left a message for Ms. **** that the part had been ordered and we were waiting for it to arrive.  On November 1, 2024 we let her know the part was not in and it is coming direct from the factory and we will call when the part arrives.  On November 8, 2024 the technician went out to install the part and found, the supplier ordered the wrong part from the manufacturer.  The technician again ordered a new part and was told for a second time that it would be 5-7 business days before the part would ship from the manufacturer (office staff tracked the part, the second time around and the part was on the delivery vehicle for 3 days). The technician went back to the residence on November 22, 2024 and AGAIN they sent the wrong part. Unfortunately, we are at the mercy of our suppliers to send the correct parts when we call to order, then we are at the mercy of the delivery companies to deliver them to us in a timely manner, which does not always happen.  We do completely understand that this is not the homeowner’s fault, that is why Ms. **** was not charged for the additional two times that we went back to the residence with the wrong part. On November 22 the owner/operating manager **** made a call and had the correct part ordered and rush shipped.  We were in contact with Ms. **** on a daily basis. Ms. **** paid for a service call and diagnostic time and labor for the very first visit. The change in price for the last visit was due to the difference in price between the correct part and the wrong part.  All of the other visits were considered after-hours, and no after-hours pricing was charged per the owner/operating manager ****, because she is on a fixed income and he felt bad due to the wrong parts arriving twice. We are over 25 miles away from Millbury Ohio which takes approximately 40-45 minutes to get to her home.  Her unit was running on November 25, 2024, after the correct part was installed.

  Customer response

  12/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  It's not my fault they ordered wrong parts. I am 18 mins away from their business. Furthermore if they would have fixed it the first time I wouldn't of went without heat for a month. I do know they quoted me 279, then when they received my 100 dollar part they changed price. What was I going to do say no and be without heat. The part was 100 dollars and that's all I should pay for their mistakes and my electric bill from running my oven n little heaters for a month. They also left all my wires dangling in my unit. I do accept their response, I tried to talk to owner and he is difficult because there was no communication until I got upset sitting here and moving my Dr's around because they never told me anything. I have my call record and proof. If u google the distance is not 45 mins.the outcome for pain and suffering and changing price is REFUND . I am only paying 100 dollars. I want a REFUND. Total parts were 185 total and they charged me 850.00 and I'm the one that suffered from no heat due to their mistakes. They get their money back for wrong parts I was told. I WANT A REFUND AND ONLY AM PAYING 100 FOR PART.
  Sincerely,
  
  ****** ****

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About two years ago United home. Comfort was hired to replace plumbing in my crawlspace. $4000 and two months later we began to have flushing issues in our house. Slowly that problem grew to sinks backing up. As time went on we just dealt with it. Most recently about 2 1/2 months ago, we are having severe plumbing issues. I contacted two separate contractors to come in and look at reasons why. Both contractors stated that our plumbing was not properly vented. I reached out to United home comfort last week and they said they would get back to me. Two days later, I received a call from a gentleman, ****. **** asked me to explain what was going on, and when I did, he said that he himself would be calling me back the next day. 36 hours later I received a call from a secretary Stating that she did not know what was going on but she could get me scheduled for an estimate on Tuesday, January 3. This was over a week from my original call when I told her I was not pleased with that timeframe due to the feces in my bathtub, and sinks , she said she would have somebody call me within the hour. Two days have been passed, and I’m being told that there was a lack of communication on their end. Now with 6 inches of sewage in my bathtub, and my kitchen sink, I am waiting for this to be resolved . I just received a text back at 8:50 at night saying that they will try to be there between 830 and 9:30 tomorrow but they don’t believe there work to be the issue and I may have additional charges.

  

  Business response

  02/06/2023

  The technician was out on 1/3/23.  The problem was not related to the replumb work that the business did, but the tech was able to fix it.  

  The General Manager tried to get a hold of the consumer last week, but assumes the matter has been resolved.

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