ComplaintsforPolicella Plumbing Heating Air Conditioning
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Complaint Details
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Initial Complaint
29/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Called Policella HVAC for diagnostic on ********* Ultra90 furnace, not operating. They sent two young technicians, one tech and one assistant. In 15mins they diagnosed Furnace Control board did not send out 120V on FD teminal. They claim to have replaced Board and Transformer. Board replacement was not NEW, used board from older furnace was installed ($263.36 plus tax). Work time 30 mins, Billing time 3 hours at $85/hr. labour $255. total $585.75 One tech sat on floor in furnace/utility room, assistant left in company vehicle for 2 hours said to be searching for replacement furnace control board. Work diagnostic completed in 15 mins, 2 hour delay for parts while tech sat on floor using Smartphone for ******** and social media. Installation 15 mins. ****************** Furnace Control Circuit board 1************** installed from Policella's old client furnace removed stock. Overbilled on labour, overbilled on replacement part. Furnace spontaneously glitched from preset 70F to 82F without using the thermostat. Furnace was manually turned on/off from utility room for 3 days. Customer supplied ******* Lite thermostat and installed. Furnace temperature spiked to 81F from presets 69F, as previous with original thermostat. Board is not communicating with thermostat correctly. Called Policella and asked if $585.75 Furnace board replacement board and labour warranted, **** owner refused to warranty work. Poor customer service, **************************Business response
25/04/2022
Business Response /* (1000, 5, 2022/04/11) */ We received a call from the customer asking for a diagnostic on a non-operating ********* furnace. We sent a licensed gas technician and one assistant, of which the customer was only charged for the licensed technician. They found the vent motor not working. Board was not sending out 120V on FD terminal. A new board blower control was purchased on November 16th, 2021 and installed on site. The customer was billed for the labor and materials used to diagnose and install the new board. The customer called back March 28th, 2022 claiming his furnace was not responding to the thermostat. The customer stated he installed an ******* thermostat himself and was still having issues. The customer was using profanity and yelling at the receptionist and the owner. The owner explained he would send someone to the service call and if it were in fact a problem with the control board, he would honor the warranty, but if it were a separate issue then the customer would be billed for the full service. The customer continued to yell at the owner using profanity, so the owner simply said, "If you are going to treat my employees and myself like this we will not continue to serve you". As an owner who values his employees, **** decided not to service the customer due to his behavior.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.