ComplaintsforLillie Family Heating & Plumbing Company

• Initial Complaint

  13/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Lillie Family Heating & Plumbing to fix an issue we had with our oven and a month later they are asking us to pay another $1,000 to come out and look at the same issue we hired them for. We are looking to either have them fix the issue at their cost or refund us because we will have to hire someone else. We are a small business and issues like this have a huge impact on our business and we can’t keep paying $1,000 every 4 weeks.

  Business response

  14/07/2022

  We understand that a $1000.00 is a lot of money it is to us also. We were called to this industrial production facility for their 30-year-old powder coating oven not working as it should. When we arrived on site we opened up the burner and cleaned the internal components as there was a large build up of dirt from the powder coating powder. There were orifices on the burner that were so full of dirt that no air would even go through it. We have pictures on file that show the amount of dirt in the burner. We cleaned the flame rod and spark ignitor then put burner back together. This oven has had a lack of maintenance as if it should be maintained every 2000 hours of run time, the burner head would not have had the amount of dirt in it if it was maintained as it should have been. We put their burner back together and ran the oven up to temperature. The oven ran for a month and then we were asked to come back to site as there was an alarm on the front panel. There were no parts changed on their system when we were on site. If we had, then those parts would have had a warranty. The customer is asking us to warranty a system that they did not maintain. After we told them we have to charge them again to come back out the customer wanted to negotiate our call out before we even arrived on site.
  We were then told by the customer that is we didn’t come out and fix their oven then they would go after us on the internet, and this is the start of that.
  The customer is saying it is having a huge impact on their business but if they had done the proper maintenance as if should be scheduled and budgeted it would not have as big an impact on them or for our other customers that respect this and understand that and now want us to delay them.
  If you have a 30-year-old car that you take to get the oil changed after you haven’t done it for a few years, is it the oil changes fault if the car has an issue a month later?

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