ComplaintsforKRB Mechanical Limited

• Initial Complaint

  13/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 2014, we have had KRB Mechanical service our hot water boiler heating system at our rental unit. By law,as landlords, we are required to ensure that the heating system is inspected and approved on a yearly basis. From 2014 and 2020, KRB Mechanical have sent a technician from their company to clean and certify our boiler. We have all receipts of these work orders and invoices. KRB has continously approved our boiler for use until this year. In September 2021, KRB Mechanical sent a new technician to our rental unit. This technician told us that there were 2 violations/infractions regarding our boiler . The result was that he issued us a 90 day "Red Tag" offence notice. I contacted the owner of KRB Mechanical ***** *********. I asked for an explanation on how could my boiler have been approved and certified by his company since 2014 and now "red tagged"? KRB refused to help us in finding a resolution to our problem. They also refused to provide us with a quote for a new boiler.

  Business response

  10/11/2021

  During the boiler service call on September 7, 2021, our technician noticed that something did not appear correct with the draft hood. It was at that time that ****, told the customer that something didn’t seem right with the draft hood and that he would research further. **** returned to the office and completed his due diligence by thoroughly researching the issue. He contacted **** and looked in the code book. **** found that the draft hood did not have any markings or indications on it that showed it was an approved hood. A fresh piece of metal patch also suggested that it was modified which is a prohibited practice and that a tag should be issued.
  
  An appointment to meet the customer in person was made for September 20,2021. **** felt this was the best approach rather than through email or a phone call. He felt this way because the customer stood over him, questioning everything he did and tried to twist his words during the original call. He requested that an apprentice be present when he returned to discuss the issue as a witness to the conversation he was going to have. He felt that the customer would try to bully him and manipulate the conversation as they did during the original call.
  
  Upon arriving at the site for the meeting on September 20th, **** tried to explain to Mr. and Mrs. ******, the reasoning for issuing the 90-day red tag on the boiler. As he thought, the bullying continued. The way they spoke to our technician was inappropriate. They were constantly questioning his intelligence and integrity. They also accused **** of being on a power trip and that is why he was issuing the tag. **** ******* has issued less than 5 tags in his 14-year career. When the conversation became completely one sided by the customer, **** wrote up the tag and tried to hang it and returned to the office.
  
  There are three types of tags that can be hung on a gas fired piece of equipment. The type of tag used would depend on the severity of the issue at hand. The gas to the appliance can be immediately shut off, a 30-day notice or a 90-day notice can be given. **** felt that the issue did not require immediate attention and was not an immediate health and safety issue, so he issued a 90-day red tag on the boiler. Both Mr. and Mrs. ****** were irate with the decision, refusing to sign off on the tag. A copy was sent electronically to them for their records because they would not allow our technician back in the home.
  
  During this conversation, **** offered Mr. and Mrs. ****** to get a second opinion. This offer was also extended to them by **** ********, through a telephone conversation.
  
  Between 2014-2021 we never neglected this boiler, we cleaned and serviced it each year. To reiterate, the issue with the draft hood, did not stand out immediately to **** and required extensive research, therefore other technicians would not necessarily notice this in the past. Even when the boiler was converted from oil to natural gas, the gas company did not notice this issue. Hence why research was done before issuing the tag.
  
  As previously mentioned, we did not and will not be invoicing the customer for the work completed on September 7, 2021. Mr. and Mrs. ****** have consistently bullied our company by always requesting a lower price or discount **** ******** ****** and it is because of the bullying and the threat that they “know and work within the law” over the years, that we do not wish to continue to do work for this customer any longer.
  
  Obtained incentive and warranty for heat exchanger on old furnace for customer upon installation of new furnace at their own home totalling $550
  Gave 10% discount on invoice 17236
  Quote for HRV installation – looking for us to “sharpen our pencil” because we service his two furnaces, had a new furnace installed and some kitchen venting work done
  Invoice ****** and ******– did not charge for relief T&P, drain material or for ******’s labour to complete repair ($255.63 deducted from invoice) – only charged for ******’s time to service
  
  KRB Mechanical Limited has been in the HVAC business since 1991 and we pride ourselves on professionalism and efficiency in our work. We only hire fully qualified and licensed tradesmen and we have always put the health and safety of our customers and employees first. We feel that throughout the years that we have completed the work for Mr. and Mrs. ******, both at their home and at their rental, that we have been fair and gone above and beyond to satisfy them.

  Customer response

  12/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:

   

       I have read KRB Mechanical reply and will comment. KRB have used the word bullied several times during their response in order to cover basic customer rights and responsibilities. KRB has demonstrated an arragant approach of doing business. **** ******* ** *** **** *** * ******** ** *** ********* ** ****** **** ***** ********** During all of these past service calls, I have always taken the time to meet the technicians and review the work being done in order to understand what I was paying for and to ensure the safety levels on the boiler were test adequate. There is nothing wrong with the practice of asking questions. As a landlord, I feel compelled to ask questons if I do not understand rental unit work related matters.  The problem in this case is, KRB did not wish to be questioned about the fact about certifying a dangerous heating system since 2014. KRB has still failed to explain why the boiler certification was approved by them from 2014 and 2020? The hood vent was illegal, according to them. Both **** and **** stated to us that this issue could have caused a health issue to our tenants if left in that condition. Yes, we were very angry with this "Red Tag" notice because it proved that KRB failed to properly service our boiler system since 2014, leaving an illegal hood vent in place that could have caused a carbon monoxide level to disipate inside of our mechanical room (Quoted by ****). 

       Regarding the point of asking for a better price, sharpening your pencil? Yes, I do ask occasionally for a better deal. Is that illegal? Do only bullies ask for a better deal? I see no issue with that and if the business fails to deliver a better deal/price, so be it. Let's stick with the facts on this matter. KRB Mechanical has put our past and present tenants health at risk by failing to deal with the hood cover in 2014 and up to 2021. This was their own words that "it was dangerous". KRB Mechanical are angry that the ****** family has asked questions about their work. *** *** ** ******** *** to us, KRB failed to provide a safe buisness practice. *** ********** ***** ** ** **** ******* *********** *** ************  
  Sincerely,
  
  *** ******

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