ComplaintsforChesterfield Electric & HVAC

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home in *******, ** 7/2019 that has a ********** Freestyle tankless boiler that provides hot water to our baseboard hot water system, and on-demand hot water. Chesterfield Electric and HVAC installed the air conditioner system and tankless boiler for previous owners I believe in 2017. Chesterfield HVAC seems to be the only company that service this specific unit, as I have called all over Bucks County and no one will work on it. I have had the A/C stop working numerous times. I call Chesterfield letting them know the issue with a promise for callback/service and have to badger them to come out. They come out and replace a fuse in the attic where the unit is. This has happened twice, I believe. Finally, I found a local Yardley gentleman that is a private HVAC specialist and he said that the wiring to the handler is exposed, crisscrossed and sloppy. That there is literally a bag of fuses sitting up there because of this persistent issue. So basically, Chesterfield comes out, charges $80+ for the visit and puts a temporary fix on something that wasn't installed correctly, rather than following the wiring and FIXING IT. The ignitor on the tankless boiler went bad on it and the parts are not kept on hand by anyone, really, because this specific unit is basically unheard of in this part of the **. I call to tell Chesterfield I have no heat/hot water and I get some story from the woman answering the phone about how the technician has "baby Mama" drama and isn't available but they'll figure something out. I have to continually call them for assistance. Owner "fixes" installation issue with venting. Fastforward, more issues and new company servicing for us. Installation was wrong and internal components corroded and needing replacement. We have spent approximately $3,000 fixing this less than 5 year old unit due to poor workmanship.

  Business response

  05/02/2022

  We were sorry to hear about the issues you are having with your equipment. 
  
  Your **********-Thermoflo boiler and ********************* indirect water heater were installed in February 2016.  ********** -Thermoflo is a subsidiary of ********************* which is a leading North American Brand of hydronic heating systems.  The *********************** Aqua Plus-35 is still manufactured and sold by several distributors in your area. 
  
  Our first service call on this unit was in September 2020 where we determined the heat exchanger was leaking and advised we needed to order parts and return to repair.  We were able to obtain the parts under warranty, even though the equipment was no longer warrantied because you are not the original purchaser.  Labor for warranty repairs is not covered under the warranty.
  
  This was during the high point of COVID-19 and many distributors were having difficulties obtaining parts due to factory shut-downs. However, we returned on October 15th and completed the warrantied heat exchanger and igniter.  The repair was done by the owner himself as soon as the parts became available, because we had terminated the service technician within the time frame of the diagnoses and the repair.  The invoice for labor costs only totaled ******. We do see an extra trip charge of $89.00 charged in error on a return visit.
  
  Regarding the issue with your ** system.  The system was installed in June 2017. The low voltage fuse on the air handler tripped in in May 2020.  There was an $89.00 plus tax trip charge to troubleshoot and replace the fuse.  At that time, we noted the need to schedule a return visit to spend time to trace low voltage circuit and isolate the issue.  We regret there was no follow up attempts on our part or yours.  The bag of fuses may have been left as an oversight since we had no expectation that it would be a constantly recurring problem.  We do not know when the problem recurred, and you needed to call in another company. 
  
  We can only apologize for our customer service reps inappropriate responses to your calls and her failure to follow up. She is no longer with us. The last contact we recall with you was in October 2020 when you contacted us to discuss a warranty question with the owner.  You spoke with ****** our new CSR,and the owner Rich Holman.  Unfortunately,if you were previously speaking with the original CSR, causing you to seek another company, we were not aware until now.
  
  It is important to note that boilers and ** systems need to have maintenance done every year. Maintenance would address the corrosion you see on heat exchanger.  Corrosion is a normal by product of combustion.  It was recommended to the original owner in May 2019 and was declined.  It was noted on the May 2020 visit with you for the ** unit.  The tech noted you were interested, but unfortunately there were no further follow *** done on our part or yours.
  
  If you have additional questions, please feel free to contact us. 
  
  
  

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