ComplaintsforBalcaen & Sons

• Initial Complaint

  31/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 25 2022. Ordre ****** invoice ****** Total paid 290.47 This company had been called last year for general maintenance at which time the pressure Valve was increased from 15 to 19 since that time the radiators have been getting completely cold and then after sometime reheats I called This year to have them Check on their previous work. After spending 2 hours and telling me that its working fine , he charged me the amount and left. The radiator remains cold and I had called them to return the pressure Valve back to its original reading. I spoke to the manager and confirmed that There would be no charges since they had changed this themselves last year which started this problem. Then before coming they called to let me know a charge would be applicable.

  

  Business response

  14/02/2022

  Business Response /* (1000, 5, 2022/02/02) */ Message from Laura******* (Service Manager) Bud was called out to attend this job for uneven heat in the house. Some rads warm, some cold. Bud was pretty thorough with his assessment, and came to the conclusion that a circ' pump would be beneficial. So when the customer called back to say the problem was still occurring (after his initial visit), I reviewed Bud's paperwork with her and advised her again that a circ' pump was recommended. She didn't want to spend the money on a circ' pump, and thinks that Bud changing the pressure was the cause of her issue (she though Bud lowered the pressure, but he upped it by 3psi). She wanted Bud to come back to change the pressure back to what it was, so I booked it, and advised the customer that anything beyond changing the pressure would be chargeable. At the time of dispatch, Janelle was reviewing the call with Bud, and Bud said him going back was 100% chargeable, so Janelle relayed the message to the customer. Customer cancelled the call. Message from Jonathan ********* (GM) Customers home is poorly insulated and the existing boiler system is a gravity system. It is our assessment that she needs to install a circulating pump to completely solve the issue. She kept talking over our technician and cutting him off while he was trying to explain things to her. Our technician (Bud) charged for time on site for the work and assessment. We can provide GPS data if needed. The customer was quite rude on the phone and was yelling and swearing at our office staff. At no point did we promise a return trip would be no charge. we shared that if it was related to the original work, we would warranty it. the original call was for inconsistent heat, we attended and gave the customer a solution. We cannot force them to install a pump on an old gravity system, but that is our recommendation. In our opinion we have provided the service that she originally paid for. Technician (Bud ******) notes from service call: Boiler heating house too much. main floor cold, 2nd floor hot. tested powerpile, drained expansion tank and refilled. bled all rads (some air on 2nd floor, lots on 3rd floor). thermostat was set to 15 and found walls to be cold on main floor. instructed customer to set it at 18 now that the air is out and see how that changes things (rads may have been overheating). Boiler wouldn't turn on until rads were cold. (again, t-stat was set very low so boiler would not turn on). i believe the problem is insulation on main floor has compacted in the walls and that is the reason for difference between floors. higher gas bill was also reported. it has been quite cold for a long time, windier than usual and gas has gone up in price. a carpenter may need to discuss insulation in the walls. there is no pump on the system which would help balance the heat. any return trips are chargeable.

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