ComplaintsforWelzig Heating & Air

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Welzig on Saturday, January 20th regarding a forced air furnace which was not operating. The system would come on for about 30 seconds and then shut down. Since it was the weekend, I was informed that the price was substantially more than a weekday service so we agreed that the technician would come on Monday the 22nd. The technician showed up late afternoon an Monday and quickly diagnosed the problem as the thermostat. I happened to have one on hand which he installed, but then found that the furnace was still not working. It was clear to me that the thermostat was not the problem because when it was turned up, the furnace would click on and run, but then shut down. The technician then went back to the furnace which is in the attic to see what was wrong. After about an hour, he came out and said that he thought it was the pressure switch, but the space was too tight for him (he was a large fellow) and that he would need to send out another technician to take a look. he then billed me $269 for the diagnosis. The second technician finally came 3 days later on Thursday the 25th. He also spent a bit over an an hour looking at the furnace and determined that there were multiple issues with the furnace and it would be best to just have it replaced. He then charged me another $238 for the second diagnosis for a total of $507 for a diagnosis of needing a new furnace. I have spoken with and texted with the manager, who happened to be the first technician who arrived and admittedly does not normally make service calls, about my concern regarding having to pay twice for service calls that only resulted in a diagnosis. I asked for a refund of the second service call and was told on three occasions that they would take the concern to upper management; however it either hasn't happened or they decided to not refund the charge and won't let me know. I have since tested the original thermostat that the first technician replaced and there is nothing wrong with it.

  

  Business response

  02/03/2024

  We have informed the client several times that the furnace is not in a legal location for service and that we are not able to access as is required by Code (. 30 access is required by building code) there is less than a foot, unless the furnace is relocated or replaced in a code compliance, its impossible to fix, we are unable to just refund moneys that have been correctly charged?

   

  Customer response

  02/03/2024

   
  Complaint: 21239935
  
  I am rejecting this response because:  If the furnace was not able to be serviced due to access issues, I should have been informed of that on the first visit and simply been charged a trip fee. If access was the problem, why was I charged $507 for a diagnosis that could only have been done by a technician with lengthy access? The furnace was installed and inspected by the ***************** in 2011 (see attached documentation) and passed all code requirements at the time. It has since been serviced on a few occasions, even once by Welzig, and the access has never been a concern. 
  
  Sincerely,
  
  *****************************

  Customer response

  02/03/2024

  Attached is the repair proposal that I was provided by Welzig for the furnace, so apparently there is enough access to complete a very expensive repair on the furnace. 

  Customer response

  02/03/2024

  I would like to add that Welzig's business practice is to have customers sign on an ipad after completion of the work. The ipad only displays a signature box, but doesn't show the document that the customer is signing. The customer is led to believe that they are simply signing a work authorization and an invoice when in fact they are agreeing to a statement that they were never shown (see the bottom of invoice).   I would urge Welzig to show their customers the language of the documents that they are signing. Also, if Welzig were to decide to be transparent about the document customers are signing, it is in my opinion a manipulative practice to have the customer sign an un-editable, one option review of the technician in front of the technician immediately after the work. 

  

  Business response

  02/07/2024

  We offered to cover 1/2 of the second service call for ****** and he agreed as seen in the attached screenshot  but after reviewing further we decided to refund the whole $238.00 for the second service call. 

  Customer response

  02/09/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company has been negligent in finishing the work with my AC installation and inspection for over 6months. The never follow up with calls, the owner was very rude. They never installed 2 breakers after I paid in full with the original installation. The company misled me into hiring them, not informing me from the beginning that they did not have all of the parts necessary. Then the iwner proceeded to say that my aC works without the new breakers, so he did not care. The owner they assured me I would have the breakers WAY before 6 month inspection. The sakes person promised that someone would come out to inspect the work after it was completed, and it has now been 6months. I believe the company is negligent on installation and needs to complete the job asap!

  

  Business response

  09/11/2022

  This is a mistake?  we are in ******** and do not have any customers by this name, phone number and of course no address, because its another state crossed the country?   please review for proper company 

   

  Thanks

  ***** Welzig

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