ComplaintsforBoston Standard Plumbing & Heating

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house has a tankless combi heater for both heating and hot water. The heating stopped working, but hot water is still working. I had a technician examine this heater and told me it was a broken 3-way valve, but he was unable to fix it promptly because of lack of part and time conflict. I then called Boston Standard to request a quote for fixing it and told them it was a 3-way valve problem. Its technician (******) came in. The first thing she did was to ask my permission to call the technical support and indicated that she would not provide a quote unless I gave the permission. Because I was in desperate need of heating for the house, I had to let her go ahead. After the call, she told me it was 3-WAY VALVE!!! The cost of this call was $477 and they later provided an exorbitantly high quotation for fixing the problem. I later called another company. A technician identified the valve problem IMMEDIATELY and fixed the problem at a reasonable cost. I was told that it was very common problem for tankless combi heaters (the motor in the valve could not switch from hot water to heating) and any licensed technician could identify the problem easily without consulting the backstage tech support! Boston Standard's technician either lacked basic skill and experience or intentionally took advantage of the customer's desperation and try to force you to pay an extremely high price. In addition, the invoice they sent to me wrote the work was completed in satisfactory conditions. That is absolutely untrue. I complained immediately to their company about their unprofessional service they provided. How did this become "satisfactory"?

  

  Business response

  12/18/2023

  Good Afternoon To whom this message may concern,
  
  We provided customer with options for diagnostics which were approved on site and on a recorded phone line to confirm the failed part with the manufacturer. Once the failed part was confirmed, Boston Standard Offered repair quotes. The customer was also informed ******************************************* would waive the diagnostic if they move forward with repairs. The customer did not move forward with our offered repairs and instead called another company and had them complete the work. Because they did not move forward with the work, the diagnostic charge is valid. Thank you very much.

  Customer response

  12/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Boston Standard provided an estimate of more than $3400 to replace a 3-way valve, which costs $45 for the part on Amazon.  The other plumber completed the same job with a friction of their estimated expense.  Is their estimate reasonable???

  This is NOT the issue I complained.  Their services were unprofessional!  I called them to schedule an appoint and informed them that it was defective 3-way valve.  They never told me they would need to call the tech support in the first telephone call.  Their technician arrived and immediately asked me for permission to call the tech support.  She even did not start to examine the system!  She indicated that without this call, she would not provide the estimate and continue her job.  It was cold in Boston and my tenant begged for heating.  So, I had to agree to let her call in order for me to get the estimate. Had they told me they would need to call the tech support, I would not use them because I already had the diagnosis and I would hire another company instead to do the job. 

  More importantly, IS IT NEEDED TO CALL THE **** SUPPORT???  The other two technicians immediately identified the problem without calling the tech support.  According to them, this is the most common problem for Navien combi tankless heater and every qualified technician should be able to identify it easily and readily.  Boston Standard's technician is either incompetent or unethical. and caused this absolutely unnecessary charge.  I had asked them what professionalism and skills their technician provided in this job.  THEY COULD NOT ANSWER it!!!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Yongjun

   

   

  

  Business response

  01/08/2024

  Customer has posted a ****** review on every platform possible because ************** called a technical support line while onsite, something that we have explained multiple times is standard practice with any reputable HVAC company. After we came out, he called another company that "diagnosed" the issue over the phone, which is a 50/50 chance of being correct.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My original minisplit system was installed in March 2021 with consistent heat and humidity issues reported. During install, they removed a previous condenser from my property and refused to replace it. They did not fully install all components: kumo cloud was not setup until summer of 2023, integrator to boiler not completed (although they received a rebate from Mass Saves) until summer 2023, iWave air purifier incorrectly installed resulting in me getting shock while cleaning the outside of the unit. Insufficient refrigerant during install- nearly 8lbs needed to be filled this summer. Humidity is consistently >60% when AC is on; hygrometer chart show that humidity increases to an unsafe level throughout the house since install in 2021- hygrometers purchased this summer to prove the minisplits are adding humidity into the home when in AC mode. I have had 5 techs from Boston Standard and a ********** tech assess the equipment and no remediation plan has been shared. They reassigned a new tech to the job; he called and had no notes from the previous Lead Warranty Tech and said he won't be able to address this until warmer months. I insisted a tech come to provide me with an immediate plan. I reached out to *********************, **************** Manager, multiple times with no followup or remediation plan. Warranty on install is good for 5 years and ********** warranty is for 10 years on equipment.

  

  Business response

  11/29/2023

  Good afternoon,

  
  I've been in direct contact with the Lead Technician that has taken the reigns of this project and will have reached out to ***************** by the end of day 11/30/23. ************** is currently getting all the necessary information for us to perform the proper calculations and address these concerns. We installed this system and will stick to our original promise. Once we reach out to ***************** tomorrow, we will have a new path forward to address this!
  I apologize for the difficulties and intend to get this handled properly and quickly.

   

  Customer response

  12/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not yet received the final remediation plan outlining what equipment will be removed, replaced or added.  I was told last week to expect another phone call with the details by the end of last week and never received a call.  I called the office today and left a message with a customer service rep to have the warranty team call me with the detailed plan and the schedule- I have not received a call back or any message with the final plan and schedule.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  12/06/2023

  Good afternoon,

  Our installation manager has reached out and we are booked to visit Tuesday to make the necessary changes. Please let us know if you need anything further! We aim to resolve this for you asap!

  Thank you

  Customer response

  12/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   They Spent 2 days installing a new condensor and new head and swapping out a larger head for a smaller head. Issues with Kumo station persisted on Weds but plan was to follow up in January. Went to bed with new head not working and flashing.  Called next day, technician said new panel needed to be installed on new head in office and told system was fine to use and office would call to schedule the qork.

  Came home at ****pm and i door temp at 85 throughout the house; heads and boiler on at same time. Cut breaker to hvac and now just using boiler. Leaving for vacation tomorrow and will use oil heat until company calls me for install of mew parts.

  Absolutely ridiculous that it should take over 2 years to fix an issue from install. No excuses for this lapse in expertise or service.  ******************** regardless of new management. 
  
  Regards,

  ****

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩