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Complaint Details
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Initial Complaint
03/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Review from******* *. 1 star 02/25/2024 ?? I contacted Pro Gas in February 2023 regarding an issue with my gas boiler. A technician "Greg" came out and assessed my boiler and indicated a new igniter was needed. He installed a new igniter and got the boiler going. Upon further analysis he indicated that the boiler was shot and had a crack in the cast iron assembly and should not be used. At that point I asked him what was owed for his services and he said "don't worry about it"... Now 1 year latter we get a call from Pro Gas stating that we have an unsatisfied outstanding bill for over $600. It's been over 1 year and we were NEVER contacted by mail or verbally by phone regarding any billing. Now they are contacting my wife by phone and harassing her and threatening with going to collection. What kind of scam is this business running? ******* ** ********
Business response
04/12/2024
On 2/15/2023 at 4:35 PM **** ******** and said she did not have heat at ** ******** ** ********* ** *****. I went out around 5:15 PM, I checked out the heating system and found a faulty ignitor. The supply house was closed, I called emergency number for supply house and he checked inventory from his phone and said he had one in stock and he would meet me there. I explained to her that I had the supply house open for me and I was going to pick up part. I picked up part and installed it. that's when I found that the heating system was leaking carbon monoxide and had to be replaced. By that time her husband was there and I explained to him the situation. He said he would call me to replace the system the next day, that's when I told him I would add it to cost of the
is job to the replacement job.. When I didn't hear from him I sent invoice on 02/21/2023. Our rates are $165 and hour for regular hours 8am to 4pm and time and a half after that. If you look at the invoice I charged him regular rate and for part and for the supply house opening for me and I didn't mark up the part. I had over 3 hours on that job and I don't see how Mr ******** can think this service is free,
Initial Complaint
12/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We paid Pro Gas to install a gas fireplace in late Summer 2023. We used the fireplace for the first time in November (when the weather got colder). We noticed that one side of the fireplace wasn't working properly. We contacted the company that made the fireplace (******), and they indicated that it was an installation issue. We then contacted Pro Gas to report the issue and ask them to redo the installation. After not responding to our calls for 2 weeks, they eventually came out and - in all of 5 min - resolved the issue. They tech they sent confirmed it was an installation issue and indicated that it just need an adjustment. He apologized for the issue, and we thought we were done. However, this morning (12/13), we received a bill from Pro Gas for $175.48 for the installation repair. They are charging us for their error! Just to be clear: We neither used the fireplace prior to Nov nor adjusted any of the logs. They were simply installed improperly - a fact that was confirmed by the maker of the fireplace and Pro Gas' own tech. For this reason, we do not expect to be billed for the repair service. We want them to cancel this invoice and confirm when it is cancelled.Customer response
12/13/2023
They removed the additional fee, but now increased the agreed upon initial installation rate! We agreed to a rate of $250 for the installation. This is what another company (the company we planned to use) offered to install it at, and Greg agreed to match the price. I have a phone record of our call, and ****** fireplace was also made aware that Greg agreed to match the price (which is why we continued with the installation). So, they are now breaching the terms of our original agreement. We offered to pay the $250, which is what we agreed upon.Business response
12/13/2023
We accidently sent the wrong invoice to the customer, but since fixed it and sent the correct invoice. We installed gas logs in ****** ****** home in June. Please see the attached legitmate invoice to this customer.Customer response
12/13/2023
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,
****** ******
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.