ComplaintsforTemperaturePro Heating, Cooling & Indoor Air Quality

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had company come out to look at pool water heater as it was not starting. Charged $89 just to walk in the door. Tech did some testing and cleaned some parts admitting to me the new igniter he was putting in was not the right replacement. He started the unit and it started the gas burning causing the heater to jump off the ground a few times as it cycled on and off. He said it was all fixed. 30 day warranty on parts and labor. The next day unit was not working. So I called them back. They charged me $79 to walk through the door. The guy check the same stuff as the day before but refused to replace the the ignitor as I asked him to with the proper one I asked him to bring with. He would not even swap it with another one of the same kind to see if the unit would fire again or not. He charged the $79 and left. Now Im out $327.25 from the first visit and $79 from the second.

  

  Business response

  06/10/2022

  ********************* is a customer that had us out on June 1st to repair a Hayward Swim Pro Pool Heater because he could smell gas, but it would not ignite. The customer was made aware (recorded call) that we would come out for $89 dollars (the standard in the industry) and this would include 1 hour of diagnostics. Our technician was onsite working for 1 hour and 42 minutes including diagnostics and repair.
  Technician findings: Upon arrival inspected the unit and found it not igniting. Diagnostics revealed the burners needed to be cleaned and the igniter was reading weak. Customer was made aware and agreed to have us clean the burners and replace the week igniter. Unit then started up and ignited. Technician then continued diagnosing the system and found readings for the flame sensor were also weak. We did not have a similar replacement stocked. The customer was made aware that the flame sensor was weak,but we did not have a replacement for this kind of unit (recorded call on 6/3).  He also stated on this recorded call that he was made aware that if the unit stopped functioning, he could call and we can order the flame sensor and come out to replace. Unit is running properly at this time (6/1). The customer signed off on what as found and signed off on performing the repair. After repairing the unit, the system was started and tested. All operations were functional at this time. The customer then texted that the technician was a Nice young man. Nice job. (See Attachment Screenshot 2022-06-10)
  On 6/3/22 *** called back in the morning about the pool heater not working and that he was aware as to why from his conversation with our technician on 6/1 (recorded call). He was not willing to wait for an appointment so when he called back at 1PM he reported finding a flame sensor and he was going to install it himself (recorded call). He then called at 8 PM to state his repair did not work and wanted to schedule an appointment. He did not want emergency service, but continued to have his calls answered until 8:49 PM by our staff (all recorded) and was scheduled for another appointment for 6/6/22.
  On 6/4/22 *** left a message that the unit was again not functioning. It was making popping noises but not igniting.
  On 6/6/22 8:34 *** wanted to make sure the technician was coming. At 11:28 his appointment was moved to 6/9 because it was storming so we could not work outside on his system.
  On 6/8/22 he confirmed his appointment for 6/9/22. He did not want to pay a dispatch fee so he was told if he needs to have something new fixed, he would not have to pay the fee.
  On 6/9/22 the technician diagnosed the system. The igniter and flame sensor were not an issue. The system was failing because of the gas valve stopping the flow of gas. This is why the system would sputter and pop but not ignite. *** did not want to have the gas valve replaced. He then called to complain that the visit should be free and the parts replaced for free because of a 30-day guarantee. He was told that the igniter was fine and the warranty obviously does not cover his repair or anything else that failed. He said the technician did the exact same things he did the first time; therefore, it was the same thing. He was not willing to listen to the technician that diagnosing the system by going through the order of operation and checking each component in the order lets us track down where the system is failing. So yes, the technician did check the igniter and the flame sensor. That does not mean the things were faulty, it means he did a thorough job of checking the system. Everything until the gas valve was reading as normal and the gas valve was not. *** called again to discuss with our office.This was explained again to ***. He then said he did not want to pay the dispatch fee. It was again explained that he did not do the repair and he was informed (recorded call) that he would have to pay the dispatch fee if he did not do the repair. Due to his frustration and unwillingness to listen we took an additional $10 off the dispatch fee.
  *** also told our technician that he reversed the waterflow on the system to see if it would fix it. I can only assume he thought it was like doing a flush on a car heater? I would say that this shows he has no working knowledge of the system and should not have been servicing it himself. I would also say this act would make his statement that our technician did the same thing questionable at best, since he does not know about these systems or what our technician do.
  He also changed the symptoms the system was displaying from popping to the system jumped off the ground to try and persuade our office that we had done something inappropriate. We informed him that the calls and texts are recorded including his positive feedback regarding the first visit and him stating he knew what the next issue would be. He then did work on the system himself that would negate any warranty on the pool heater, but in any case, this was not the issue.

  Customer response

  06/15/2022

   
  Complaint: 17410175
  
  I am rejecting this response because:
  of the fact that the work performed only fixed the problem for a few hours and I am still having issues. I never indicated that the service tech ****** was incompetent to work on the machine. Im saying that all the parts were replaced again with the correct model numbered parts and what he is saying is wrong is not the issue. I replaced the igniter, the flame sensor, and the gas valve this morning with the correct numbered parts and the heater is still doing the same things as far as not lighting. I think the company should have better costumer relations and work with their clients on pricing when things are replaced per their specifications and the problem still exists. Im out over $300  and nothing is fixed. The parts I changed were under the advice of their technician  and was shown by him by how to do so. The part that the machine was popping is an understatement. It was a loud bang scaring both him and me.  The banging got softer and softer each time it kicked on, but Im not crazy I know what happened as I was trying to learn from him as he was working. I think they could offer a better deal than $10  and  get it working some how. I kept asking about the flow sensor as I read if it is not working properly it will shut the system down. But I was not shown where it is located as that maybe the problem. Im not angry with ******, but at the companys willingness to work with me on pricing I  am.
  Sincerely,
  
  *****************************

  

  Business response

  06/20/2022

  Our details have already been documented.  As far as this rejection because *** thinks we should have better customer relations is ridiculous. We had 20 phone conversations with ***, including over the weekend when we only answer the phones for emergency service. ****** gave up time with her family to work with ***. We also were working on the pricing including waiving the dispatch fee if he did the repair and giving him a discount on the dispatch fee when he refused the repairs. We do not normally do this.
  The fact is the system worked, but he was made aware that the igniter was weak and would need to be replaced or would fail in the future. He wanted us to order, then ordered and replaced it himself. He has now replaced a bunch of things on his system. We cannot be responsible for the homeowner taking repairs upon himself. He called us because he did not know how to do. Therefore, his work on the system removes our obligation to help him any further. Our technician told him what we wanted to replace (only the gas valve). At no point did the technician advise him or show him how to do this. We are there to do the work and it is a liability to have a customer work on the equipment themselves. As the professionals we only stand behind work we perform. This customer is not able to fix his own equipment and is trying to force us to work on his system for free under the guise of we touched it, so we should do more for free regardless of what he did.

  Customer response

  06/22/2022

   
  Complaint: 17410175
  
  I am rejecting this response because:This response from them is a total lie of 20 phone calls. Maybe six at the most. I did everything they told me to, to a tee including replacing the gas replacing the gas valve.  As $10  discount on the dispatch fee is not costumer service it is just a slap in the face. They.are trying to make me out as the bad costumer, when all I did is what they said. I would rate them as a one star business out of five, and I I would say that ******, the office manager is not always speaking the truth. I still have no working heater with their help. Way to go temperature pro.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Poor customer service. Install new ************ unit September 1st. No heat unit did not function they ordered part,was not that part unit (furnace) still not working. Temperature Pro came out several times! 9-1, 9-7, **** still NO heat replaced several parts on NEW unit still not working! ****, yes we are in October now and I still do not have a working furnace! I havent heard a word from them (Temperature Pro). October 12th I physically go into the office to see whats going on!! October 13th **** comes out AGAIN plays with the gas pressure STILL NO HEAT. I want a new furnace this one was so beat up after replacing several parts and its still not working! October 14th I get a call from ****** stating I need to call NICOR because the gas pressure is way off (water column) Nicor came out and checked everything (I mean everything- the furnace, stove, water heater,fireplace, clothes dryer. Nicor ran it all at the same time, he couldnt find a problem with my gas, the man told me everything was fine,while Nicor was here ****** called and she spoke with him. October 15th I got a brand new furnace installed, this still did not work!!! Now if you cannot do the job dont take the job!!!! I am in a manufactured home, which Im learning is much different than a house. Which if you own a company and Im relying on you, I would like to think you know what you are doing- evidently Not!!! I had wanted to know where the roof **** was? I was told by ****** they do not normally replace them if theyre still good and supposedly mine was ok! Im asking about a roof **** because a good part of the manual speaks of installing a new roof **** with the system. I did get a new roof **** installedSeptember 20th ( evidently it was not paired up with the furnace, I didnt know that! Temperature Pro should have.)**** & ****** came out October 15th to remove the new furnace and replace it with another new furnace. This newly installed furnace does NOT work!!! Told **** its probably the roof

  

  Business response

  12/17/2021

  *** has been in communication with us and I have been taking care of the situation with her. As she is well aware, her system had a manufacturer defect that required replacement to be approved. We had to return to her home multiple times to follow the manufacturer's steps to qualify for the replacement of the defective unit. We even purchased the unit prior to approval to make sure we did not have a supply issue that is a huge problem at the moment. She has been upset with us because the steps the manufacturer had us take took some time. After any installation we certify the system by testing and making sure everything is correct. *** was so upset over the delay that she refused to communicate with us. Then she showed up with a new complaint almost 2 months later. We attempted to go out again and she agreed then canceled the next day. Now she reports she had work done by another company and is demanding compensation. We were not allowed to complete the job as was part of the *** she agreed to. We do not have any idea what she had done or did herself in the 2 months that she was not communicating with us. Now that she has a new demand, we are looking into this and waiting for her to respond once again to hopefully finalize a course of action that will satisfy her. 

  Customer response

  12/27/2021

   
  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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