ComplaintsforFlame Furnace Company

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Flame to do a furnace cleaning but the tech who came out said he couldn't do it and called out a service tech. Service tech did fix the issue but broke my gas control k*** and had to now shut the furnace down due to the k*** being a safety issue. He charged me $89 for the service call. I gave him $100 bill. No change available. He said the shop will call me the next day on a quote for the gas control k*** HE broke. DAYS passed with no heat and no callback. I posted a 1-star ****** review about this. After that posting **** called the next day saying they will replace my gas valve for $800 not including labor. I told him the part brand new from the supply house is only $126 and reminded him that his service tech broke my gas control ****, shut my heart off, charged me $100 for the service call and that I've been running **** watt space heaters since then to try and keep heat in the house which by the way my pipes froze anyway due to the furnace being shut down. I then reiterated that his service tech broke my gas control k*** and he wants me to pay $800+ for a $126 part? **** replied "do you want me to order the part and schedule the service or not?" I told him I'm not paying for his techs damage. **** then disconnected but right after saying he will apply the $100 credit to the part and labor charge if I buy the gas valve from him (I'd still be paying over $800 for a $126 part, a $700 markup). I've been without heat or restitution for a month. I'm asking for: $100 for the service call; $126 face value for the gas valve and $150 for the electric for running space heaters 24hrs for a month. Total of $376. I cannot believe this company damaged my property and expects me to come out of pocket to fix.

  Customer response

  05/22/2023

  I have contacted the business but they avoided me. I have left a review on their site ******* Reviews) but they have not responded to it nor attempted to contact me. Significantly I gave the tech a $100 bill, still no change. I signed the techs iPad at my house to document the service and his presence. Still no reciept.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had nothing but installation issues and lack of professionalism from these people to the point that their own employees are basically saying when they arrive this isnt correct and yes you deserve your money back for labor. They have been to my home 6 times in a matter of 2 month period and We are now going on 7 coming up soon for basic installation issues not performed, checked, serviced by these techs. I also get to now replace my flooring around the furnace unit because they did not seal the exhaust properly which came pouring down directly into my home and all over the unit itself. They sent a tech out the day it happened, he confirmed it was not correct and there was nothing he could do because he didnt have a ladder and I have not heard from them since even though I have asked to speak with the branch manager and also the owner of the company directly. Seems as though they will take your money and then do an incomplete job with no accountability. They have costed me not only my PTO at work several times for having to be present but have also at this time costed me money to repair damage from incompetent work. Their lack of care on a management standpoint is also very apparent. This has been the worst experience I have ever had with any contracted skilled service.

  Business response

  12/06/2022

  Flame installed a furnace and air conditioner at our customers home on 11/2/2022. Four days after the installation, we returned to address the air conditioner not working. The outside condenser was found not running. The technician found an error code and requested second opinion from the office. The second technician diagnosed a manufacturer defect, and we replaced the coil and line set at no cost to our customer.  On 11/27/2022, our customer called in stating that there was water leaking down and hitting the electrical box in the furnace. Upon arrival, the technician found that water was leaking down from the roof **** installed by another company. The technician placed foil tape around the intake duct to prevent water from reaching the interior of furnace and verified there was not damage to the control board. Because we are in business to help people, and our success will always come from taking care of our customers, we returned to seal off the roof flashing for our customer so that there would be no damage to their home or appliances. We did not charge a dispatch or service fee to the customer for the roof flashing repair.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept 7, 2021, we had a furnace and air conditioner installed by Flame Furnace. A few days later we called to have someone come out because the electrician left all the wiring on the floor. On June 16, 2022, we called Flame to have someone come out to check our air because it wasnt cooling. On June 21, 2022, a technician came out and checked the thermostat, changed the filter, and drilled a few holes in the duct work to check the air flow. At that time he said we had no air at all. He said we must have had a bad crew because the install was not done properly. All he could do was put in coolant so we could have some air. He said another technician will come out to fix the problem. On June 24, 2022, another technician came out. He worked on the *** He was working on the pipe when he ran out of acetylene and needed to get more. When he came back, he used the acetylene and made a hole in the pipe. We suggested replacing the pipe. He said no they cant do that. The technician called for a senior technician to come out. With two technicians the problem was not solved. They indicated another technician would come out tomorrow (Saturday). That makes four technicians to work on the *** On June 25, 2022, another technician came out and worked on the unit. The air is working. For a new unit, this is unacceptable. We should not have had to go through all this aggravation. I would like someone in upper management to come out and look at the patch work they did on this unit. We want a guarantee that any work will not cause any problems in the near future.

  Business response

  07/11/2022

  We have left 3 messages since receiving the complaint on 7/7/22 as well as sending an email asking them to reach out to us. 

  The work is under a manufactures  warranty and we will honor that. 

  Our goal is to connect with the customer and schedule a Manager to go out to inspect the job that was recently done. 

  Customer response

  07/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  in case they do not perform this action I will keep the complaint open  

  Regards,

  ***************************

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a boiler installed on Nov 5. I have a two family home and it did not heat the upstairs kitchen radiator. The repairman came out several times to correct the problem. They then determined the boiler was the wrong size and I needed a smaller one. They ordered a new one and in the meantime the first one they installled started working. When I talked to ***** at Flame furnace I asked him if he was sure we should change boilers because the first one was now working and he said yes. They came out on April 13 and installed the smaller boiler and now we have the same problem. We had someone out twice and now they are telling me its the pitch of the pipes and we have to get the asbestos removed off of the pipes and replace the pipes. If that were the case why would the first one they installed start working and why would my old radiator that was probably 45 years old work? I would turn off the original boiler off in April and turn it back on in October and had no problems with it working. The reason I had to replace the original radiator was because our basement flooded and ruined it. If it were the pipes the company should have known that right from the beginning. I can turn the thermostat up to 76 and the radiator will work. I am on a fixed income and have already spent $8750 for the radiator and $2000 for removal of asbestos on the radiator pipes. I haven't received any refund for the difference in the radiator size. I did make calls when we got the first one working but that was to inquire about the status of the smaller radiator and again asked if we should replace the first one because it was now working. My son lives upstairs and has serious health issues. He needs it to be warm. He is a type one diabetic, a Cancer survivor with a permanent ostomy bag, stage 3 kidney disease, heart patient, neuropathy in his hands and feet and retinopathy. This needs to be resolved because Flame told me from the beginning they would fix this and they need to do it

  Business response

  04/20/2022

  We have spoken to the customer, as well as coming out to look at her issue. The boiler we installed is working as it should. There are issues with the radiators and have provided solutions to the issue she is having see the two calls we had returned on:

  4/15/22:

  Steam radiators not all heating consistently. Upon arrival found new steam boiler do you have oil residue and debris on top of water in sight glass. Skimmed boiler to remove oil residue to allow for proper steam distribution. Well skimming unit checked return lines from troublesome radiators, found steam/return pipe to second-floor kitchen/bathroom to have no pitch/pitched backwards, see photo. Instructed homeowner to Lift radiators on second floor to allow proper pitch of existing asbestos coated piping. Drained and tested low water cut off, and water feed operating per manufacturer. Due to homeowners schedule, advised homeowner to allow unit to acclimate over the next couple days. System operating good at this time.

   

  4/18/22:

  Uneven heat to upstairs kitchen and bath along with main floor bath. All three radiators feed off 1 1/2 feed causing steam to take path of least resistance (up bath) . Also found feed line not pitched properly. Causing water to pool and cause steam blockage. Could also have sediment build ** in up stairs kitchen radiator. Pitch and piping issues due to house settling and poor piping support. Recommend asbestos abatement, setting radiators on proper base support, and pitching piping properly.

  Customer response

  04/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *****************************

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October of 2016 our church purchased a Steam boiler from Flame Heating and Cooling. The cost was about $40,000. Each of the winter months since that purchase, we have not had use of our boiler. Our church has been cold or had to obtain other ways to temporarily heat the church. The most recent case, in Nov. the boiler began leaking. They tried to repair by pouring some stuff in the boiler which almost burned the ***********. They told us the boiler will have to be replaced yet they are not contacting our church with any plans to do that. 1. We are expecting that they get with us immediately with plans to repair or replace the boiler. or 2. They get with us to totally refund the cost of the boiler or at the least refund the money we have paid to them so we can move on to get a new boiler with another company. 3. We are asking for reimbursement for the temporary heaters we have had to use to secure some heat in the building.

  Business response

  03/08/2022

  We have spoken to the complainant. A deal has been worked out on the boiler by the owner 

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 26, 2023 $89 Inspect furnace for issues The tech spent 30 minutes and determined the furnace was bad and we needed a new one. A sales person was dispatched to quote us a new furnace.The issue was just a blocked vent.

  Business response

  05/09/2022

  We refunded the customer his $89 on 2/22/22. 

  Customer response

  05/09/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Work was not performed and they attempted to sell me a $15,000 new furnace instead of fixing my issue.  There was nothing wrong with my furnace.  It was just clogged with snow and ice.  It was a simple fix.
  
  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. ↩