ComplaintsforHoover's Home Energy Inc.

• Initial Complaint

  23/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Details of interaction with Hoover's Home Energy: OCT 2020 - Contact HHE about fireplace repair. OCT 16 - Tech visits, incorrectly diagnoses problem and replaces the "Thermopile". Fireplace continues behaving identically (turning off after approx. 10 mins). We call Hoover, they will send another tech ASAP. ******* ********* OCT 21 - A 2nd tech visits, lights the fireplace, waits 5 minutes, and declares it perfectly operational. Knowing that it's not, I ask he wait another few mins but am told he's waited the "required amount". He leaves and the fireplace turns off, of course -- he never touched it, and ****** **** * ********* ******** it can't possibly be fixed. We call Hoover. They'll send another tech ASAP and void this invoice. (attached) LATE OCT - A 3rd tech visits, correctly diagnoses the issue: a faulty Thermo Coupler. He begins the repair but while removing a component accidentally snaps off a piece of our pilot assembly (which holds everything together). He tells us he's "no longer comfortable attempting the repair and will get someone more experienced to finish the job". He promptly leaves. We call Hoover and are assured they will void the previous invoices and send a more experienced technician. NOV 2020 - A 4th tech (owner?) visits, inspects the fireplace and declares it irreparable: "The parts required are no longer manufactured". He quotes us for a total replacement: over *$10,000*. (attached) OCT 2021 - We try a new company, desperate not to go another winter without a fireplace. They immediately diagnose the issue, assure us its very fixable and are speechless when shown the Hoover invoices. The following week he returns and repairs the fireplace. ******* ********* $528 NOV 2021 - We receive a call from Hoover for balance owed: $612. Every invoice. We explain the situation and are told she'll talk to her manager and get back to us. They don't. NOV 19 - We receive an email from a collection agency to whom they sold the debt. TODAY - I wrote the BBB.

  

  Business response

  29/11/2021

  We always try to work with our clients when they have an issue with their invoices.  This particular one is from 2020, over a year ago, and I would have been more than happy to speak with ***** regarding the issue with the fireplace.  

  Yes, we did attend the residence more than once, sometimes fireplaces can be a bit tricky, however, after each visit, the fireplace was working as it should have been, so we thought it was fixed. The technicians notes state that he waited 20 minutes the second time, but I won't argue with the homeowner, we'd rather have happy customers than argue over bills. (that's why I always work with the homeowners)

  I certainly would have discussed the bill with the homeowner, we have never had a compaint in regards to a bill, we always work with the homeowners.  These bills were sent to the collection agency because they are outstanding since October 16,2020.

  I have no problem removing them from the collection agency if the homeonwer would like to contact me to discuss the bill.  I did call the other Company that they had repair the fireplace and they assured me that it was a tricky diagnosis, but they were fireplace "experts" so they found the issue easily.

  We have always prided ourselves on taking great care of our customers, and working with them if they have any issues.

  ***** is more than welcome to contact me personally and I will discuss this bill and have it removed from collections.

  Thank you.

  Sonia Hoover

  Customer response

  03/12/2021

  
  Complaint: ********
  
  I am rejecting this response because: It is disingenuous and demonstrates a clear lack of accountability.

  The issue with the fireplace, that we hired Hoover to fix, was that it would turn itself off after roughly 10 minutes. To claim "after each visit, the fireplace was working as it should have been, so we thought it was fixed." is ridiculous. Fireplaces should not be turning themselves off, so it was clearly NOT working as it should have been. The latter part of the sentence then admits they did not actually fix it. I didn't hire them to try to fix my fireplace, I hired them to actually fix it.

  "I did call the other Company that they had repair the fireplace and they assured me that it was a tricky diagnosis, but they were fireplace "experts" so they found the issue easily." The other company correctly diagnosed the issue immediately *over the phone*, then after a few minutes on their first visit, confirmed their diagnoses and proceeded to order the parts to fix it (parts that Hoover told us did not exist). I'm also not sure why "experts" is in quotations, but I am sure that if you know you aren't experts, you should NOT be billing out fireplace work. ** * ****** * ********** ** *** ** *** ** ********** *** **** **** ** ******* *** ***** *******

  "These bills were sent to the collection agency because they are outstanding since October 16,2020." The bills weren't outstanding as far as we knew, because we were told over the phone that they'd been VOIDED because you didn't actually fix the problem you were hired to. Beyond that, you actually FURTHER DAMAGED the fireplace. The idea that I would pay a company to not only NOT FIX but DAMAGE my fireplace is beyond belief.

  They continually mention that they always work with the homeowner, always call them, etc. etc. however that's obviously not the case because no one talked to us. Now they request further communication via phone, where there is conveniently no record, and ask us to close this dispute. Absolutely not. * ***** *** *** ********* ******* * **** * ******* ** ***** ********* ***** ***** ******* *** ***** *****

  I encourage you to re-read the original complaint. I will NOT be paying anyone to damage my fireplace, especially at a fee HIGHER than the company that actually fixed it. Further, telling us IT COULDN'T BE FIXED and then trying to sell us a new $10,000 fireplace?! ****** ****** **********

   

  Sincerely,

  ****** *****

  

  Business response

  17/12/2021

  Hello ******,
  Thank you for bringing this issue to my attention.  
  Your file has been removed from collections, and the invoices in your file have been voided.
  Your balance is showing zero dollars in our system.
  Again, our sincerest apologies for not providing you with the customer service we are known for.
  You can be assured that we have discussed this issue, and have made the required changes to our protocol and policies.
  Thank you, have a wonderful Christmas and all the best for 2022
  
  
  Sonia Hoover                                                                  
  Hoover's Home Energy Inc.                                   
  ************************** ************ ************ ********** **** **** *********** *********** ***                                                                             ************************ *************************  
  

  
  

  Customer response

  17/12/2021

  ****** ******** *******
  
  I have been privately contacted in writing by the business in reference to complaint ID ********, and have reached a satisfactory resolution.
  
  Sincerely,
  
  ****** *****

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