ComplaintsforArctic Bear Plumbing, Heating & Air Inc

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This took place on Friday Feb. 16th 2024. The technician came to service my boiler as I was on a subscription maintenance plan with the business. He located a CO problem in which we sense had fixed. While working on the unit for the CO problem the technician cracked a valve and also damaged the pilot tube causing a natural gas leak into our home. We had to have our gas shutoff and another company come to fix it the following day. I spoke with someone at Arctic Bear who said they were going to cover the expenses and that someone named Phil would call me on Monday Feb. 19th 2024 but they never did. I am looking for them to cover the cost of the damage they caused.

  Business response

  02/22/2024

  Our technician found the boiler to be unsafe with a reading of over 8,000 PPM of Carbon Monoxide measured in the flue gasses. Arctic Bear has a strong stance on this and will not waiver. Our customers safety and our business are too valuable to risk. This situation is rare thankfully, even with us running over 600 service calls a month. This boiler is over 26 years old and obviously starting to deteriorate from the photos that ***** has given, and they match up with what our technician had stated was the condition of the boiler. The person that repaired and restarted this boiler is now liable for any harm that could come to this family in the future. Arctic Bear shut this boiler down because it is unsafe. Just because a person can repair it does not mean that they should. If ***** decided to repair this boiler, then the cost and future ramifications remain to him and his decision.

  Customer response

  02/25/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The business is neglecting the fact that their technician is the one who damaged the unit. I would not have had to fix the unit if they did not damage it. Arctic Bear caused a natural gas leak into my house which was extremely dangerous and it did not exist before their technician worked on the unit. They should pay for the damage they caused. Their claims are wildly inaccurate as there was no gas leak until their technician came. Natural gas not CO. Regards, ***** ******* 

  Business response

  02/28/2024

  *****,
  It is and will remain our stance that this boiler is unsafe to operate. In regards to us covering the cost of repairs. That statement was never made by anyone in our company. Had you communicated with us that you decided to turn the unit back on of your own accord after we disabled it and you smelled gas we would have promptly and gladly sent someone back to repair anything we may or may not have damaged and reassess the situation. Prior to anyone else working on the system. Unfortunately, you decided to attack us through several online reviews and call in someone else to make the repairs. Communication is key in these situations. We are a company that stands behind our technicians and our work. We always have and will continue to go above and beyond to correct our mistakes. We acknowledge that we are all human and make mistakes. Unfortunately, in this situation, we were not given the proper opportunity to reevaluate the system and will therefore not debate this matter any further.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arctic Bear came today regarding an issue with my furnace. Alexander was to inspect and supposedly service it. He advised the CO level was more than double what is deemed acceptable and told me I needed to replace the furnace. Then, unbeknownst to me, he turned off the gas WITHOUT VERBALLY TELLING ME. He said he was "red tagging" it which meant nothing more to me than there was an issue that had been identified and was being addressed. He did not explain it meant he was actually taking it OUT OF SERVICE. He did have me sign something, but unlike competent companies would do, he didn't actually explain the serious impact it was going to have on me (a low of 27 tonight). I assumed it was a verification that he had inspected the furnace. INEXCUSABLE that he never actually told me it was an acknowledgement that he had TURNED OFF THE GAS, leaving me with NO HEAT. I would never have allowed it, would have immediately called another company for a second opinion. He very quickly arranged to get a "comfort advisor" out within 2 hours to sell me a new furnace . When Jeff arrived and I complained about being cold he advised me the heat was off...and told me that by law no one could turn it back on. He actually expected me to proceed with doing business with them. After he left I realized I could turn the gas back on myself and did so. Very shady business practices, scam personified. I'm a 72-year old woman who lives alone. What does that tell you? This cost me $140.39 and I seriously doubt they have the integrity to refund it. Two men from Action Plumbing & Heating came out immediately when I called. They determined there was no CO problem, no need for a new furnace. And they showed and explained to me what the meters were indicating. The fan limit switch was bad and my negligence in changing the filter was the cause and only problem. It was well worth the $334.80 - compared to a new furnace.

  Business response

  03/20/2023

  We have proper documentation to provide, in which we more than one occasion notified her of the harm her boiler was producing and the efforts we went through to help her. We issued her refund back on 3/3per her request and our need to provide customer service to the best of our abilities. 

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