Complaints

• Initial Complaint

  23/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  November 1 & 22 Applewood initially came on November 1 because that our fireplace had a gas leak. He showed up hours later than he was expected to be here. ********** ***** ******* **** ********** ***** ******* ** *** ********* *** *** ******** ***** *** Then he said he needed to order parts to fix this fireplace and said someone would be reaching out right away. this is while it is freezing cold, and the only source of heat in majority of our house is this fireplace. No one ever contacted us so I end up contacting them mid November asking for an update. Turns out they never order the parts he never put anything in. So I said that I needed someone to please come fix this it is very cold, and we have no heat source other than a tiny space heater now. They had him come out on November 22. ** **** ********* ** **** ****** ***** *** ******** ***** ***** **** *** ***** *** **** Didn’t come with the proper parts, then charge us for the time he was in here which was almost an hour. And then told us he wouldn’t leave our house until we paid the invoice right there and then without showing us the invoice. We still have yet to receive a copy of this invoice and when I have reached out to them to dispute the invoice and to get at least a copy of it they haven’t responded to my text my emails or my phone calls . We still have no heat in our house. They did end up sending a manager that same week of November 24. I believe he then said that there was one crucial part that was missing that should’ve been taken care of and that the initial man should’ve came and cleaned out XYNZ and he neglected to do that. He told us we are looking at another couple hundred dollars for the part and then an additional couple hours for the work. This wouldn’t bug us if it wasn’t for the fact that they would charge us $800 and we still have no heat . I still have yet to get a copy of the invoice. They are ignoring all of our calls and voicemails and emails and I really need to get this rectified.

  

  Business response

  23/12/2022

  ******** *** *** ***** ******** **** *********** ***** ** ******** **** **** ****** 
  Appointment #1: November 1 2022 - Our technician attended a call with the description "gas fireplace on, customer smells gas". The technician found a leaking pilot line on the fireplace. Materials were required to complete repair and were ordered at this time. The customer was billed $100.80 for the diagnosis. This bill was emailed to the customer but was not paid.
  Appointment #2: November 22 2022 - The technician returned to complete repair replaced the pilot line and at this point found the valve seat to be damaged as well. The technician had a gas valve in stock and replaced this on the same visit. The technician tested the system for leaks and verified the fireplace was running correctly. He made note that the fireplace was 28 years old at this point as well. The customer was billed $755.10 for this repair call. The technician collected payment upon completion. Our records indicate that the technician failed to send this invoice out after collecting payment.
  Appointment #3: November 24 2022 - After receiving a complaint from the customer that there was still a smell of gas, our fireplace expert attended the home to verify. It was found that while there was no gas leak, there was a small gap in the fireplace front gasket that could have been producing a gas-like smell. The customer was not billed for this and was performed free of charge.
  
  Since ***** is not happy with the service provided by us and our technician did not provide upfront costing for the repair, we are more then happy to refund the billed $755.10 on invoice ********* and forgive the unpaid balance of $100.80 on invoice *********.We can process a refund via the credit card used on the original payment, or if another method is preffered, we can make arrangements to refund it that way.

  We realize that our technician should not have recommended such a costly repair on an appliance far outside of it's expected life expectancy, and we will be addressing our policies internally to prevent mistakes like this happening in the future. 

  Customer response

  23/12/2022

  
  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 refund to the original payment method. 
  
  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. ↩