ComplaintsforHodgson Heating & Cooling

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Worst customer service EVER!!! This business needs to fire their emploee ****! My elderly father had furnace issues January 22nd. Had technician *** out, who replaced circuit board. February 10th, had issues again. My elderly father, who has a laryngectomy, could not speak well, and was disconnected from their call center. I called back an hour or so later, technician didn't call me back until 9pm. Told me that they're not supposed to go out past 9pm. He asked if my father has any space heaters, they'd be out the next morning, and hung up. I called back and asked how to spell his name because I wanted to know who to hold responsible should something happen to my father, not having heat in his home overnight! ***** came out, mentioned dirty flame sensor, determined not getting enough propane into the home. Then he received a bill for the service call, even though he has their PEACE OF MIND service plan! This morning, he has problems again and his furnace is only heating his home at 57. I called and spoke to **** who informed me that she's the wrong person to argue with, she's too busy to have a professional conversation with a customer, and was raising her voice to me. I could barely get a word in, as she didn't care what I had to say! This company needs to put her back in customer service etiquette classes. They need to learn that without their customers, they have no business. Oh and I was informed that I could call back on Monday and talk to **** Hodgson, as **** is the only person taking calls, unprofessionally, at that!!! I will be filing complaints with the BBB and anybody else that I can, as well!

  Business response

  02/23/2022

  Our peace of mind only does 7 day service not 24 hour service. She called at 8:30PM we returned call at 9:00PM and explained we do not go out late in night. We explained we could be there early next morning. She was unhappy so we did go out that night and found she was out of LP gas. The next day she called again with no heat. We went and found the basement was flooded. Our peace of mind does not cover damage caused by floods. The water damaged the circuit board and we spent 3 hours to remove water. After we finished they refused to pay. Our cost for circuit board is $650 and 3 hours for clean up of the water. Since they refused to pay we will not go back. She forgot to tell you we did come out that night and the basement had no water. It was not our fault the basement had water the next day.

  Customer response

  02/24/2022

   
  Complaint: 16778309
  
  I am rejecting this response because:

  First of all, the Peace of Mind Plan is supposed to be 24/7 for all services, not just when it's convenient for the company. (Phone calls 24/7, but service techs only work 8am-5pm) 

  The location of the furnace installation was discussed when Hodgson installed the furnace; however, they did not want to change or move the location. The new cement floor even had to be drilled out, in order to change the filter. Hodgson offers NO Peace of Mind!!!

  The only settlement that will be acceptable to us, dismiss any and all outstanding bills against *********************, and no further service will ever be needed or called upon by Hodgson. Thank you.
  
  Sincerely,
  
  ***************************

  Business response

  03/04/2022

  We have worked out a resolution directly with the customer.    Thank you!

  Customer response

  03/07/2022

   
  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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