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Complaint Details
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Initial Complaint
05/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I lost heat at my cabin late in March. I asked neighbors for recommendations. ******* plumbing was one of the places recommended. I called them and ****** came out with a teenage kid. I paid $185 for the service call. ****** had an attitude and was dismissive when I tried to explain what was going on. He used his drill as a flashlight and later he used his phone. He did not use any diagnostic tools. He jiggled some wires and determined it was my aftermarket heat pump wiring that went bad. He did not determine this with a multi meter or anything, just jiggling the wires. He quoted me $1500 for a new heat pump controller that he said may or may not solve the problem. He quoted $14,175.oo for a whole new system. I got a 2nd opinion and within 5 minutes, the other guy determined the system wasn't getting propane by using diagnostic tools. Turns out the gauge on the tank was stuck at 50% even though it was empty. Called propane company and they delivered more propane. Furnace fired right up. I'm happy I got a 2nd opinion. Saved me thousands of dollars. I asked for my money back and ****** denied me. He literally doesn't get it. He didn't do a good job with the correct tools of his trade and gave me a very wrong diagnosis. He doesn't understand why I want my money back. I think he was looking at a payday by getting me to put in a new system.
Business response
06/03/2022
was called to fix a heater that was ***** years old. I had suggested to get a new heater due to the information that I was able to gather from the propane tank. The propane tank was check but was determined at a later date it had a faulty gage. With the information at hand the correct diagnosis was provided. The service call was completed, and we will not provide a refund for service provided.Customer response
06/03/2022
I am rejecting this response because:
His response proves he is inept at his job.
MESSAGE FROM BUSINESS: was called to fix a heater that was ***** years old.
My response: The furnace was manufactured in **** according to the plate on the inside of the furnace so it is impossible for it to be 50 to 60 years old.
From him: I had suggested to get a new heater due to the information that I was able to gather from the propane tank.
My Response: How could getting information from a propane tank determine whether I should get a new heater and what information could you get from a propane tank? It is a big steel tank that sits in the yard and sends propane through regulators and copper pipes to the furnace. It in no way can tell a person to get a new furnace.
From him: The propane tank was check but was determined at a later date it had a faulty gage.
My response: The propane tank was not checked by him. After I got a second opinion, from a competent HVAC person, he determined it was not getting propane by using the correct diagnostic tools and suggested I call the propane company to get the regulators checked. It was the propane company that determined that the propane tank gauge was stuck and I was really out of propane. It was not a furnace issue and as soon as I received propane, the furnace fired right up.From him: With the information at hand the correct diagnosis was provided. The service call was completed, and we will not provide a refund for service provided.
My response: He didnt do a correct diagnosis, He didnt do a diagnosis at all. He jiggled some wires and used the light on his drill to see and determined that I needed a whole new furnace and heat pump system. If he would have done the job properly with the correct diagnostic tools, he could have had a correct diagnosis, but he did not check the furnace with any diagnostic tools.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.