Business ProfileforBGMG Heating and Air

I am a Senior Citizen and I have been taken advantage of. We hired Brad to remove a leaking hot water heater and install a new one in its place. We agreed on a price. The day of installation, I tried to save time and expense by draining the current tank. We have had major construction done to the rear portion of our home, and needed to move the majority of our storage to the other side, I did that, I am 74. The furnace, which is a 1960s Crane was surrounded by boxes. No way to work on it. Brad asked if I wanted to participate in his Fall 129.00 maintenance special while he was there. I answered yes but at a later time when he could access the unit. While working on the gas pipes we all smelled gas and he proceeded to turn off the main. We went outdoors until the fumes dissipated and Brad went back to work. They did a great job, I gladly paid them, then left a positive review when they left. Two weeks ago my wife Wendy had a stroke, her second. While healing, she claimed she smelled gas. Thank goodness we don't smoke. I immediately called Brad and he while on the phone he led me to the valve which was dedicated to the furnace, he said he would drop by the next day to see what was going on. Then it hit me, the pilot light was never relit when he left. I will mention at this point we heat with wood and only use the furnace for fill in, usually we turn it on in mid January. That was the faint odor. I received a phone call at 2 PM the next day from a very rude woman claiming to be Mark's secretary. She said a diagnosis charge would be made and accused me of lying about the pilot and demanded to know why we didn't smell it sooner as it was cold and we used the furnace. You know what A-S-S-U-M-E means...when I told her we heat with wood and the furnace had not been turned on she back paddled asking how much money I saved using wood. Brad called back and was rude as well, a diagnosis charge was going to be made or he would not cheque it. He said he needed money to pay bills and gas money. I told him there was no emergency as the valve was shut off and we didn't need the furnace until a later date. He claims to have lit the pilot before leaving but that is not true as he would have had to climb over the storage, unscrew the 12 pound door which covers the front, lay down on his back and using a flashlight, reach up to light the pilot...impossible. I was frustrated and hung up. He did not call back even though he knew it was a safety issue and he was paid not only to install a new water heater but protect my home as well. My wife stressed about the fact he would not take ownership of his job and I could not light the pilot due to fear of the consequences. We hired another company to do the deed. He mentioned his disgust with Mark and the way matters were handled, It was not over. I left two messages for Mark on his service, which were non harassing. I explained his work was good but service after the sale was deplorable. Mark didn't like that and called the NEW YORK STATE POLICE to make a complaint about me calling. The officer who phoned me was kind, explaining his role and not to contact Mark again, and perhaps find another service person in the future. I got the message. Too many Senior Citizens are being taken advantage of today by companies like Mark. I believe they think we are too old and fragile to remember what happened and when they speak loudly and argue we will go away. This could have ended on a sad note, and it seems Mark took advantage of the fact I am old. Mark there was no way you could have reached the furnace and lit the pilot light, and greed got in your way to being a full service contractor, I know you have only been in business for two years, but you need to listen to the customer then react. This will grow your business and you will be successful.