ComplaintsforBen's ProServ

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A technician was sent out to look at our **** that was making a concerning misfiring noise. Technician didn't know what was causing it. They cleaned the unit and charged us the service charge. **** continued to have the same issue and another technician was sent out the next week. This tech felt he knew what the trouble was. They ordered a part (gas valve) and the next week installed. Without first checking to see if the **** unit was still under warranty they proceeded to charge my wife for the part. The next day we informed them the unit was still under warranty for parts but they said it was too late to adjust the bill because they don't have the part any longer to send back. I find it highly unlikely the maker of the **** would want a bad part returned to them. On top of this and to make matter worse the **** is still doing the same periodic misfiring!

  Business response

  02/23/2023

  On January 23, 2023 *********************** called in and requested a service call.  The technician was dispatched, cleared drain and cleaned the flame sensor.  
  
  On January 31st the customer called in for the same complaint.  Our HVAC ******* responded and found an intermittent gas valve failure.
  
  February 6th the customer was sent an estimate on repairs, accepted, and scheduled a new appointment for February 10th when the work was completed.  When the technician asked if the equipment was under warranty she responded that she did not feel it was under warranty and did not want to use the original installing contractor.
  
  The customer called on February 15th and said the equipment may be under a part warranty.  We called the distributor, and the furnace was still under a part warranty until August 2023.  In order to file a claim they said we would need to return the part which had already been disposed of.
  
  We are not able to issue a credit on a part that can not be returned  (Upon request we can provide contact information of the manufacturer's distributer for verification.)

  To continue the repair, we would need to schedule ************** and hopefully find the heater in the failure mode.  Attempting to repair an issue when it is not failing is a educated guess.

  Customer response

  02/23/2023

  
  Complaint: 19437173
  
  I am rejecting this response because:
  
  In my opinion a licensed HVAC repair company are supposed to be the experts. Average homeowners do not understand the complexities of how the whole furnace repair process works and that is when we rely on the expertise and professionalism of the repair company. The first tech dispatched spent more time complaining about 'illegal immigrants' than looking at our furnace. The second tech as an afterthought did ask about a warranty and my wife answered that SHE DID NOT KNOW. At that point as a professional company I would have expected the tech to check to see if the furnace was under warranty. I now know from this unexpected learning experience that all they would've had to do is plug the clearly marked serial number on the furnace into the manufacturer's website to find out. Whether the company tasked to repair the furnace are the original installers or not is irrelevant.

  It is my opinion that not honoring the price of the replaced part because the company failed to cover all their bases is bad business. The cost of the part should be reimbursed. 

  Regards,
  
  *****************************

  Business response

  02/27/2023

  Yes, we are experts in servicing HVAC equipment.  However, we are not experts in the warranties of all the equipment sold and installed in the field.  It is the homeowners' and installing contractors' responsibility to know their warranties.  This being said, we will offer you a discount on a future service call (Heating, Cooling, Electrical, or Plumbing).  If acceptable, we will not this discount offer in our system for a future call.

   

  Tell us why here...

  Customer response

  03/02/2023

  
  Complaint: 19437173
  
  I am rejecting this response because:
  
  One of the worst feelings in the world is when a business takes advantage of homeowners who are unaware of how their repair or internal processes work. When the tech asked my wife if the furnace was under warranty and she answered that she did not know and the tech said that he felt it probably was, does a professional business who cares about their customers: a. look to see if the furnace is under warranty or b. proceed with charging them full price for the part and then a day later tell them it's too late to file a warranty claim because they threw the part away. It seems Ben's ProServ wants to shift the blame on to the customer rather than admit there may be a problem with being thorough and doing their due diligence to not inadvertently over-charge their customers that rely on them for professionalism and to help guide them through an already stressful repair process. 

  Nothing short of a full refund for the part is acceptable IMO.

  
  Regards,
  
  *****************************

  Business response

  03/12/2023

  We understand your position, but our offer is fair and final.

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