ComplaintsforVision Mechanical Ltd.

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday Dec 18 I observed on the **** app that the downstairs heat was stuck between 15-17 degrees. I called Vision first thing Monday Dec 19 to address the alarming situation as Vision had just replaced an “hot surface igniter” on Nov 11, 2022 to the problematic heater that was showing distress. After arranging technician James to emergency troubleshoot Monday Dec 19 9 pm (which I appreciate) the problem was mis-diagnosed as a **** communication error, he updated some information on the **** thermostat, and unfortunately left heat problem unchanged and not fixed. With this wrong **** thermostat diagnosis I attempted to troubleshoot for over 24hours on the **** app from Hawaii and the temperature never moved above 17 . When I persistently called Vision to address the problem I was accommodated with a second emergency after hours call with James for Wednesday Dec 21 9pm, then 7pm. I cancelled this call Dec 21 1 pm. My frozen house-sitter arranged for his own contact, Dan B***, who came within 2 hours of call on Dec 21, and had a much different diagnosis and fixed the heat! Dan immediately saw a Code 3 flashing red light on the ignition board at the unit, as well as a failed high temperature indicator, which was powering on and off in attempted reboots, and locking out every 10-15 minutes. He said it was two pressure switch fails. He said it was also a drain issue, so he blew pipes throughly 3 times and cleaned hoses. He then bumped up the fan speed. He waited 38 mins in the crawl space to guarantee the heat was consistently increasing and not rebooting or failing. He said it had nothing to do with the **** thermostat, and it had everything to do with the unit in the crawl space. Please adjust invoice for Job #****** to what your company believes is fair considering what unfortunately transpired. Response: not Visions fault.

  

  Business response

  17/01/2023

  vHello,

  I apologize for the delay in response as I did not receive or may have missed the initial email letting us know. I had a conversation with the client and we did come to a resolution. The customer insured me that she would remove her ****** review which she did and that she would also contact the BBB to cancel her complaint. We waved her invoice 100% as part of that agreement. I'm a little surprised that I'm getting this as she insured us that she would contact you guys.I have attached the email thread where she states at the end of her email sent on December 28 that she would contact the BBB to call off or complaint. Please let me know how we can move forward to have this removed?

   

   

  Customer response

  18/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Please remove my review.

  
  Sincerely,
  
  ****** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩