ComplaintsforRoma Heating Ltd.

• Initial Complaint

  13/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had already talked to *** Plumbing to look at my water heater. They temporarily fixed the problem and told me the mother board is the problem and i paid him $160.I phoned Milani and they gave me a quote of $5995 I then phoned ROMA HEATING to see if they can repair the unit .The technician from **** came and I told him what ************ told me and the estimate from Milani .Technician came to the area and told me he had three customers who had the same problem and even after the motherboard was repl***d they had problems.The technician took pictures and told me to show him the Milani quote and his company will match it by $500 I told him ok.We went to the front of my house and he took picture of the quote and again he said we will beat the price by $500.The technician originally came for repair but did not open his tool box and did not examine the the water heater. He simply was interested in out bidding ***************** of **** phoned me and told me she can not beat the Milani offer. She told me ****** is the office manager and can give me a better price.****** and I talked for almost 45 minutes with her phoning me back and forth with the price .She agreed with the three year warranty from one year to three years .She refused to go lower than$5954.75 unless I accepted a longer term 12% financing. I told her Milani has i year zero interest. ****** said I can not give you zero percentage but She gave me three months at zero percentage.I decided to go with ****** .Because I went with Milani I got a bill from **** On Feb 8, 2023, at 12:56 PM, ********************************** wrote:?Good Afternoon,I am sending your invoice for the visit we made to your home on February 7th, 2023. We diagnosed the issue as the unit needing a new mother board, and offered you a quote on a new tankless water system. Please remit payment in either, credit card over the phone, cheque, or e-transfer to ********************************* You have 30 days from the date of this email for us to receive payment.Thank you,*********************** Administrative Assistant **** Heating and ************

  

  Business response

  24/02/2023

  Hello BBB Team,

  We offered this customer Tankless water heater diagnostic service. The tankless water heater was not working  as it as leaking and customer decided to repl*** the unit. 

  We  gave him a quote to repl*** and he accepted it. He also got a second  quote from Milani. The technician  explained him everything in person about his unit and recommended to repl*** the unit as it was old unit.

  We have call recordings and written confirmation from the customer to repl*** the unit. He asked for financing option which we guided him and spent so much time on his request as he kept asking for discount on unit.

  After all the efforts the customer decided to go with a different contractor and not with us due to the financing offer was better then us with the other company Milani.

  Once he cancelled the repl***ment of unit we asked him to pay outstanding balance for the first visit on the diagnostic that was completed on Feb 7th,

  he was told about the fee when we made the appointment originally and the customer was well adverse about it. 

  He refused to pay that amount to us. We have given his name to collections per the email we sent. The customer doesn't want to pay the invoice and he made this complaint. 

   

  Thank you . 

  ***********;

   

  Customer response

  24/02/2023

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

  I agree to disagree with ***********;

  1. The diagonist service was  not performed.

  .I mentioned to the tecinician  that Milani was the first company that came and I showed him the quotation.

  The teck. did zero work on my tankless unit. I wanted him to repair and take a look at it .

  Becase Milani quotated me to buy a new unit rather than repair ,

  teck told me he has had othes coustomers who have had the motherboard repl***d and still had problems.

  The teck did not touch the unit, how can he diagonise the problem with looking at the unit.

  I mentioned him the mother board , and the teck asked me if he can take pictures and i said yes.

  This has been a very bad experience with the company and I will never recommend them to anyone.

  If there was any work done then I would be pleased to pay  for the work performed.

  There was zero work done except taking pictures.

  How can anyone diagonise an issiue without checking the unit.

  He came in with his toolbox and the toolbox was never opened.

  He was gone in five minutes.

  Thank you

  *************************

   

  

  Business response

  01/03/2023

  Hi,
  
   
  
  I am including the invoice for the customer as per your request.  We determined that the mother board needs to be repl***d.

  Customer response

  01/03/2023

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

  This is the first time i have seen the invoice.

  As I previously mentioned I had mentioned the mother board to the teck. The teck did not check or even touch the water heater.

  I am prepared to give $25 for gas and $25 for his time .

  total amount $50 to resolve the problem.

  There was zero work done , the teck took my word that ****** Plumbing had diagonised.

  The company is not being honest. 

  i am 67 years old and i do not have extra money to give for work not done.

  Thank you

  *************************

   

  

  Business response

  01/03/2023

  We appreciate the response; however, we dont feel comfortable settling for fifty dollars suggested by ***************  While we appreciate all your hard work and have enjoyed being a part of the BBB, we feel that this customer is being nothing but dishonest.  I will forward you the original email that the customer quoted in his original complaint from me directly that will show you that the invoice was in fact sent as well as responded to by *************** 
  
   
  
  During our time at the customers home the technician performed a diagnostic and then the technician went over with the customer everything that needed to be done in terms of parts that need replacing.  Then the customer said that ****** had suggested the same repl***ment of part and unit and showed us a quote from them.  We have call recordings that would show that the customer did, in fact, request diagnosis services from us as well as agreed to the cost for doing such a service.  The customer then agreed to a booking for a diagnosis. 
  
   
  
  We offered ************** an even better deal than ****** had, including five hundred dollars off and waiving the service charge to select our company to do his work.  He chose ****** and chose to not pay for the diagnostic call that we did.
  
   
  
  We have decided to go ahead with collections on this account because we did our due diligence, as we do with all our customers, and factually ************** has lied several times in regard to this matter and our reputation is all we have. 
  
   
  
  In closing, we hope that ************** responds to you to clear up this matter before the seventh of March 2023 when we forward his account to collections.

  Customer response

  01/03/2023

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

  Yes the receipt was sent after I accepted Milani to complete the job.

  This was an error on my part of not receiving the receipt.

  There was no diagnosis from the teck.

  The teck accepted my word and instead of looking at the water heater he was more interested to sell me a new one.

  Milani is the one who diagnosed the issue of the water heater.

  I  told the teck of roma that ****** is saying motherboard is the problem, I also told him that it is leaking  also.

  Right away the roma teck told me not to waste money on a new motherboard. He has had three customers who had changed the motherboard and still had problems.

  I am a very honest person ,I would never recommend Roma to anyone.

  My offer of $50 is still open or else you can take me to small claims court  and let the judge decide.

  Thank you

  ***

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