ComplaintsforRecker & Boerger, Inc.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a repair man come out to check why we did not have much hot water. He determined the bottom element was out which was still under warranty but labor was not. The part is barely 2 years old which would mean that’s a defective part as elements last 10+ years. Requesting a refund of $249 labor charge.

  Business response

  01/02/2024

  We are so sorry that you experienced an issue with your water heater and are glad our technician was able to fix it. The warranty on your water heater was for 1 Year Labor and 6 Year Parts. Since your unit was installed over two years ago, the labor charge of $249 was not covered. However, the parts that our technician installed to repair your unit were covered, which is why you were not charged for them. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid to have a hot water tank and expansion tank put in my house. They could not get the expansion tank in so they issued my money back for that but my complaint was the water was not hot enough an employee went back and said that I got mad and threw something across the floor so Recker and burger Basically said my warranty was voided so my water will stay hot for about five minutes and my sister just moved in with me she’s sickly so I needed more hot water so I called Help Heating And Air and found out that the hot water tank was put in wrong so when I called the company, they said they can’t come out. My warranty is voided.

  Business response

  11/22/2023

  Dear *** *****,
  We deeply regret any inconvenience you've faced following the service provided for your hot water tank and expansion tank back in January 2021. Our commitment to delivering top-notch service is paramount, and we understand your frustration with the situation.

  Regarding the challenge encountered during the installation of the expansion tank, we apologize for the inconvenience caused by our inability to complete this aspect of the service, leading to the subsequent refund. We always aim for excellence in every service we provide.

  Regarding the concerns about hot water temperature and warranty discussions, it's important to note that it has been almost three years since our last service visit or communication. After an unfortunate incident where our technician felt unsafe due to perceived harassment, we had to prioritize their safety and take measures accordingly. 

  We reiterate that harassment or threats toward our staff are against our policy and cannot be tolerated under any circumstances. Regrettably, we will not be sending another employee into your home to address the issues you're experiencing. We recommend seeking assistance from another qualified professional to ensure your system is functioning correctly. They will also be able to advise on the warranty work you would like performed. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/21/2023 I called at 7:45am to report a leaking water heater in my basement. The water heater was installed in 2018 by Recker and Boerger. When R&B called back, the customer service representative stated the water heater was under warranty and we would be responsible for the labor of $99 to reinstall. The R&B technician showed up at 4pm and was here for less than 5 mins and said yeah the tank is cracked and estimated the labor to be $995. He said he would have to talk with the office and get back to me. I looked outside and he left my house. I called the office and asked about next steps. Megan answered and stated they didn’t have room on the truck tomorrow and it would be Monday before anything could be done. I explained we do not have hot water and I would like to speak with a manager. Megan hung up on me. I called back and spoke with Cindy in CS said she can’t make the truck bigger and hung up. I called back and Roma Mount answered and said she was manager and could help. She put me on hold and returned to tell my the girls upstairs didn’t want to talk with me anymore. She said I dropped f bombs. Not one time were there any curse words said. I simply want my water heater fixed. I sent Steve B****** a message asking for a callback with no reply. At this point I will go the weekend without hot water and callback on Monday to see if I can get the tank replaced by ** ***** directly and use a reputable company in the Cincinnati area to install. Beware of Recker and Boerger customer service. It is NOT ok to treat customer this way.

  Business response

  07/22/2023

  Dear *******,
  First and foremost, we would like to express our regret for any inconvenience or frustration you experienced during this process. However, we must address a concerning issue that arose during our interactions with you. Our staff members reported instances of harassment, which we take extremely seriously and cannot condone under any circumstances.
  Upon reviewing the details of your complaint, we understand that you contacted us on 7/21/2023 to report the issue with your water heater, which was installed by Recker and Boerger in 2018. Because your water heater us still under warranty (which means any needed tank replacement is covered, but the cost for the labor is not), a cost of $99 would apply for our staff to assess the damage.
  We apologize for any miscommunication that may have occurred when our technician arrived at your property. It appears that the issue with your water heater was more severe than initially assessed, leading to a revised estimate for labor. Our technician could have communicated this more clearly, and we regret any confusion caused.
  Regarding your interactions with our customer service representatives, we must emphasize that our team members deserve to be treated with respect and dignity at all times. Harassment or any form of abusive behavior towards our staff is unacceptable and will not be tolerated. While we understand that you may have been frustrated by the situation, we must maintain a safe and respectful environment for our employees.
  In light of these reported incidents, we have made the difficult decision not to send our staff back to your property for any further service. Our priority is to ensure the well-being of our team members, and we cannot subject them to any form of harassment.
  We understand that you need a resolution for your water heater issue, and we genuinely want to help. As such, we recommend seeking assistance from another reputable company in the area for the necessary repairs or replacement. Alternatively, if you have any other suggestions for resolving the matter amicably, we are open to considering them.
  Once again, we apologize for any shortcomings in our communication and service during this process. While we regret that we will not be able to continue providing service at your residence, we hope that you find a suitable solution for your water heater situation.
  If you have any further concerns or questions, please do not hesitate to reach out to us directly. We are committed to addressing any remaining issues to the best of our ability.
  Thank you for bringing this matter to our attention, and we wish you the best in resolving your water heater problem.

  Customer response

  07/22/2023

  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, reasons for rejection are included below.

  I would like a detailed explanation of the harassment claim. My guess is this is the same claim that I “dropped f bombs”. If anyone was harassed, I was. I asked multiple times to be transferred to a supervisor and was told they are camping at a lake and cannot be bothered and hung up on by multiple members of your customer service staff.

  I am hopefully you have call recording so you can hear the conversations first hand and use a training exercise for how not to treat customers. Your employees were incredible rude and not willing to assist in any way. Yes, I would agree your service tech that showed up at my house could have done things differently. Hopefully you will use this as a learning experience.

  I also agree with your decision to not come back to my property. I have already contacted the manufacture to get an RMA number for a replacement unit and will seek a reputable company to install.

  I do not accept the statement that I harassed anyone or used curse words. Again, I would suggest going back and listening to a call recording of the conversations. I also reject this response as you did not offer a replacement warranty unit. I, as the consumer had to research and contact the manufacture directly to avoid dealing with your company and employees.

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

  Customer response

  08/01/2023

  This has been a very disappointing experience with R&B. After going all weekend without hot water, I contacted a local supply shop who processed my warranty replacement and helped identify a new company that could install the unit.
  
  Thank you for the follow up. 
  
  ******* *******

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new AC unit less than 3 years ago and it is still under parts warranty. The AC unit was not working so I called for a service call. I was told on the phone it would be $195 if the repair took 30 minutes or less as parts were still under warranty. After taking around 20 minutes to repair, the service person would not leave until I paid $395. I didn't want to argue with him while he was in my house, so I paid and then immediately contacted Recker & Boerger inquiring why I was charged more. I was ignored for 19 days until I circled around for the third time today. Their explanation was that these are their prices and that the part I had replaced specifically costs $395 even if there is a warranty (aka my parts warranty on the new unit is only when they want it to apply). You can see the attached receipt with that language. I would like a $200 refund which is simply the price I was quoted before someone came into my home. If not, it was a classic bait and switch.

  Business response

  07/25/2023

  Dear *****
  We apologize for any inconvenience you experienced with our recent service call. After investigating the matter, we recognize the miscommunication regarding the repair quote for your AC unit.

  We understand that our technician provided you with a new quote for the repair after inspecting your AC unit. While the initial quote of $195 was communicated to you over the phone, it appears that after the technician assessed the issue on-site, a different repair approach was necessary, which impacted the overall cost. Upon reevaluating the situation, we will honor the initial quote of $195 and issue a refund of $200 to bring the repair cost in line with what you were quoted over the phone. We deeply regret any delays in our response and are taking measures to ensure this doesn't happen again.
  

  Your satisfaction is important to us, and we hope this resolution demonstrates our commitment to your experience with Recker & Boerger.
  Please allow some time for us to process the refund.
  

  Thank you for your understanding and feedback.
  

  Sincerely,
  Recker & Boerger

  Customer response

  07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********** ** ***
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We bought a washer and dryer. We payed extra to have it delivered up stairs. Upon delivery the guys damaged the walls hand rails, banister and the corner of the drywall. Tom S****** said that they would give 100 dollars to fix it. It was over 1200 dollars in damages they caused. This don’t include the scratches all over the sides of the machines.

  Business response

  05/25/2023

  We apologize for any damages that might have been incurred and understand this is an inconvenience to you. We would like to make it right. As we discussed, we have offered a $150 compensation. Please provide us with  the repair estimates you have received so that we can make sure you are properly compensated. We are still waiting to receive the estimate you have for $1200 in repairs. Based on the photos you sent it is difficult to evaluate over the phone. 
  We have also offered to send our contracted repair professional out to assess the damages and make any repairs needed which you have declined. Please let us know if you change your mind and our repair partner can assess and repair any damages quickly at no cost to you. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me for an appliance removal but refused to remove the appliance instead they left it on the curb in 6 pieces. They tried to blame it on bugs but that isn't true i personally inspected it myself for any bugs. Bottom line is because i wasnt there they took advantage of the tenant. I paid $69 for a haul away without any exceptions and now i have to hire someone else to haul it away. Fyi before they came i took the fridgerator apart for them and there were no bugs. They didn't bother to call me before they threw it in a pile on the curb because i would have been there. They took off in a hurry while the tenant was calling me because they knew it was wrong. I want my money back since the went back on their word.

  Business response

  01/25/2023

  On January 24, 2023  our delivery crew arrived at the customers home and the old refrigerator contained live bugs. We are unable to bring appliances with insects in them into our trucks due to risk of contamination. Photos attached. We did however refund the customer’s $69 installation fee on 1/24 as requested.   
  
  Notes from customer call:
  1/24/2023 4:56:31 PM: “T** and C** delivered unit. There were live bugs in addition to the ones pictured, but the crew was not prepared to take a photo fast enough before they ran out. I refunded the customer's $69 delivery fee anyway.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 appliance persons came to install a ***** dishwasher on 1/13/23. During the installation process, they broke our garbage disposal, rendering our kitchen sink out of commission. When we spoke with the manager, the manager stated that "it sounds like no matter who tried to install the dishwasher, this was going to break" and said they would not cover the cost of the disposal repair. The company did refund the dishwasher installation fee ($160) and left the dishwasher installed but unable to be used. The appliance persons were very apologetic and professional.

  Business response

  01/17/2023

  We are so sorry that *** *** **** ***** need to replace their garbage disposal. The store manager came to an agreement with *** ***** on 1.13.23 that Recker and Boerger would refund the price of installation $160 (which was refunded on 1.16.23) to cover the cost of a new garbage disposal unit.
  
  I have included the notes below from the installer and from the manager that spoke to the *****’s the day of our installation for reference.    
  
  1-13-23: Recker and Boerger installation crew arrived at 9:05am at the customers home and installed a new ***** dishwasher. Installation crew apologized and explained that the damaged garbage disposal was very old and needed replaced. Crew said that the new dishwasher could not be run until a new disposal was installed.
  
  1-13-23: Store manager called customer to discuss issue. Notes: “While installing new dishwasher our crew was hooking the drain line to the garbage disposal and due to the age of the disposal, the connection broke off.  Our crew said the disposal looks very old and the plastic was brittle.  There is nothing they could have done to prevent this.  I explained to the customer that this would have happened no matter who did the install.  He asked us to pay for a new disposal or take back the dishwasher and issue a full refund.  I let him know we already have the dishwasher in place and hooked up. I suggested that we leave the dishwasher in place,  and I refund his install fee and he can put that towards a new disposal.  Just trying to find a fair middle ground.  The customer agreed to this.”
  
  1-16-23: $160 refund issued to customer.
  
  Again, we are so sorry that the customer’s had to replace their garbage disposal. We feel terrible that they experienced this inconvenience. We believe we came to an agreement regarding the compensation for this inconvenience. If there is additional information we missed, we would be happy to discuss with the customer further.    

  Customer response

  01/23/2023

  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, reasons for rejection are included below.

   

  Thank you for engaging in this discussion, and we certainly appreciate the installation refund of $160. The bottom line is, when the mechanics came to our house, we had a fully functioning disposal. When they left, we did not. If they had felt that breaking our disposal was inevitable, they should have stopped their work at that time and had a discussion with us about the risk of breaking our disposal. This discussion did not occur.

  Once the damage was done, the mechanics still did not say anything to my husband, went outside and called their manager to discuss what had happened. They then returned, reported what had happened and stated their manager would be calling. The manager threatened that the only things he could do was a)take the dishwasher away or b) leave the dishwasher and refund our installation fee. This is not acceptable business practice. I would imagine businesses where there is a liability of doing damage to personal property (ie car mechanics, plumbers, construction, appliance installation) has some sort of insurance coverage for these exact circumstances. 

  I strongly feel that the right and ethical thing to do in a situation when there is damage done to another's property, is to pay for the cost of the damage. Offering to waive the installation of the dishwasher (while still keeping the business of us purchasing a dishwasher from the company) is only part of righting the wrong.

  We are happy to provide receipts for the cost of having a plumber come out and the cost of a new disposal.

   

  Thank you for your time.

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

  Business response

  01/27/2023

  We spoke to ****  ***** who provided us with the costs to replace their garbage disposal. We have reimbursed them $250 for the repairs in addition to refunding their $160 installation fee. We apologize for the inconvenience and of course appreciate the business. 

  Customer response

  02/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As of today (2/3/23) we are still waiting on the $250 check from Recker and Boerger. I will wait a few more business days before reaching back out to the company to check on the status of the final check.

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

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Recker and Boerger (a customer for about 13 years) for an emergency call 12/24/22, because my furnace went out. The technician came and spent 10 minutes, stating he sprayed the motor with oil and that it was working. My son let the tech in while I went to get a space heater. When the tech seen me with the heater he stated, "oh, you won't need that." He also said he didn't know what they sold me last year, but the part is not covered. Your furnace is 13 years old and you need to get a new one, I wouldn't pay 900 or 1000 dollars putting a new motor on there. As the tech is walking to the door, he says, I'll send you some quotes for furnaces and the 299 dollar bill for this service call. The furnace stopped in two hours. I called Recker and Boerger to let them know, but nobody contacted me until 12/26/22. I had to stay at a hotel getting over the flu, for three days until the temper warms up and the 154 dollar part to come in for someone else to fix my furnace.

  Business response

  12/28/2022

  We are so sorry to hear that **** ******** was not feeling well and that her furnace was not working on Christmas. We were unable to obtain the part needed to repair the customer’s furnace because the supply houses were closed for the holiday.
  
  Again, we are sorry that we were unable to successfully repair the customer’s furnace on Christmas Eve and we will be refunding the $299 emergency service charge for the visit.
  
  
  I have included the details / notes from the visit below.
  
  12/24/22: On Christmas Eve **** ******** called Recker and Boerger about her furnace no longer working and requested a technician to visit her home to fix/assess. Recker and Boerger sent the emergency service technician who was on-call came to her house from 5:20pm to 6:16pm.

  
  The technician provided these notes after the visit: “I Oiled the customer’s inducer motor to get it going, motor was running and heat was on when I left but I advised the customer it wouldn't last, it was a temporary fix. She was not sure what she wanted to do and did not give me approval for a repair.”
  
  Again, we are sorry that we were unable to successfully repair the customer’s furnace and we will be refunding the $299 emergency service charge for the visit.

  Customer response

  01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - Date of the transaction: 07/19/22 - The amount of money you paid the business: $4595.00 - What the business committed to provide you: New AC Unit - What the nature of the dispute is: Upon installation, it was never neither mentioned nor acknowledged that there would be any pre-requisites for installing this unit. Prior to having the new unit in, an Eccobee Lite had been the previously installed thermostat in the home. Recker and Berger had acknowledged the matter of the fact as they'd interfaced with the Eccobee Lite prior to the install, using it to power down the furnace/AC before the disconnecting the existing unit. No issues were apparent until roughly a week thereafter, when the unit would make a loud "bang" as it kicked on. The issue at that point had been if the unit had been inactive for a long duration, upon its next startup it'd violently rattle. Upon having a tech come out, they were unable to re-create the issue as the unit had been powered on prior to them arriving, so initially it'd been dismissed by them. Weeks went on and the rattling continued to worsen. Upon calling a tech out the second time with recordings and proof, the tech managed to discover the issue now, as at this point the unit had rattled so violently that all connected joints ruptured, effectively rendering the unit useless and all the R410a has leaked out. - Whether or not the business has tried to resolve the problem: The tech reached out to his manager. According to him, they do not cover this under their warranty, however it was never mentioned or acknowledged prior to the install that the existing Eccobee would ever be an issue. The day after the tech visited, his manager called me directly to ensure they'd replace the unit at no cost, provided I "had a case open with Eccobee". Upon following up however, I asked again regarding when the unit would be installed, to which the last reply had been "when they find the time to do so". - Account/order/tracking number: **********

  Business response

  12/05/2022

  We are so sorry that *** ****** experienced a breakdown in his new A/C unit that was installed on 7/19/22. Although the failure was not due to the manufacturing of the product we installed and was not covered under warranty, we have still agreed to replace the unit at no cost. On 12/5/22 we left a voicemail with the customer to call Recker and Boerger when they are ready to schedule installation and we are looking forward to getting him a working unit at his convenience. 
  
  I have read the notes from the job and spoken to the installation manager so I am providing those details below for reference.
  
  7/19/22: Recker and Boerger installed a new 3.5 TON 14 **** Air Conditioner unit in *** ******** home. Unit was working when technicians left.
  
  7/28/22: Customer called in and expressed issue with noise when unit started up. Recker and Boerger tech was sent out and found “system starting up with no unusual noise. No filter. Advised homeowner to purchase filter and get installed as soon as possible. Customer will call in if sound occurs again.”
  
  10/25/22: Customer called in and expressed same issue. Recker and Boerger tech was sent out again and found: “compressor bolts ripped out of bottom of condenser. Compressor had shifted inside of the unit. There is a crack in the high side at the coil tee, likely due to the violent movement of the compressor when the ac kicked on. Compressor amps reading 3.51 while running. Eco bee thermostat causing violent start up. Unit completely void of refrigerant. Has run dry for some time. Unsure what damage has been done to the system from the movement, electrical surges, and running dry. Would recommend replacing entire condenser. Replacement not covered under parts and labor warranty due to the cause of failure not being a manufacturer or installation issue.”     
  
  10/26/22: Recker and Boerger service manager called customer and explained that the failure of the unit was not because of poor installation or manufacturer failure, but because of an existing Eco Bee thermostat that was faulty. Regardless of the reason for the failure, the manager offered to replace the unit for free. Manager explained that the unit would be replaced before it needed to be used again in the spring. Customer agreed.
  
  11/30/22: Customer called in asking when his new unit would arrive.
  
  11/30/22: Manager emailed customer same-day:
  “I spoke with you in October and told you that I would cover the A/C replacement. I just saw an email from Elaine [whom customer spoke to when they called in] about your conversation with her. Please disregard that conversation. You are going to get the AC swapped and I will take care of it per our conversion in October. I have not had a chance to do the swap the unit because we are so busy with no-heat furnaces but we will get to it before you need air conditioning. I have also updated the notes on your account.
  Thank you”
  
  11/30/22: Customer filed BBB complaint regarding the replacement.
  
  12/5/22: Recker and Boerger manager left Voice Mail with customer  to schedule new unit installation.
  
  Again, we are so sorry that *** ******** A/C unit failed due to their existing thermostat after installation. We are glad we could offer him a brand new unit at no cost. The unit is ready for installation. We feel we have gone above and beyond to remedy the situation and are looking forward to installing this customer’s new unit.

  Customer response

  12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June of 2022 Recker and Boerger installed a gas furnace in my home in an area with no gas line they refused to hard wire my a/c unit even though they had the capabilities. the should have recommended an electric furnace and hard wired the equipment. I was desperate for the a/c unit and furnace because we had neither in our upstairs and it could become unbearably hot/cold given the season. I started saving money for the furnace and a/c. When i received the quote from r/b I had not saved enough. I told him that. I called in May to schedule the installation the price went from 8781.70 to 10,780.00. I was told when you received the first quote we were desperate for the work. I was afraid the price would go up again so I moved forward. once the furnace and a/c where installed I was told oh sorry you need a plumber and electrician to come out to hard wire the equipment and install a gas line. This is something that should have been discussed prior to the installation. I would have switched to an electric furnace. When I called the company because my bedroom was freezing and the upstairs was still hot they said it was because the thermostat was in my room and I would need to sleep with my door open. We still have window units on our third floor. The service people have been very polite and professionally apologetic. However it appears they are accustom dealing with unhappy customers. I just want a working furnace and a/c unit that are not hazardous to my family.

  Business response

  10/17/2022

  Hello, we are so sorry you are having trouble with your furnace. Customer satisfaction is very important to us so we feel terrible that the customer is having issues. I have taken the time to review the notes and speak to service technicians who installed the new units and that visited after several service call requests. Below are the details from our service.
  
  3/11/22: Customer called Recker and Boerger for a quote for a new HVAC system. The home was built in 1865 and was converted two family to a one-family.
  
  3/12/22: The next day Recker and Boerger technicians drove to customer’s home to assess her equipment to provide quote for replacement A/C and Gas Furnace as requested.  
  
  3/16/22: Quote was sent to customer to replace her 96% 80K 1 Stage Gas Furnace and 3 TON 14 SEER Air Conditioner as requested. Customer was not ready to place the order at this time.
  
  5/25/22: Customer placed order and Recker and Boerger honored the original quote (although our unit costs and price had increased) because we wanted to make sure she had A/C quickly. Customer scheduled installation for 6/13/22
  
  6/13/22:
  Technicians arrive and replace furnace and air conditioner. When technicians turned on gas line they discovered that a previous contractor had disconnected / cut off the customer’s gas meter in the basement which fed the second floor. The gas line was not connected and the gas meter was not in place. The customer did not inform Recker and Boerger of this before the installation and there was no way of knowing until the units were installed. The same thing was uncovered with the existing electric which had being cut off to that room from a previous contractor. Recker and Boerger was not informed of this until the day of installation.
  Customer did inform technicians upon arrival that she was in process of converting her two-family home into a single-family home which is when they were made aware the previous work had been done.
  At that time the customer was informed by Recker and Boerger technicians that the furnace would not work until she  hired a licensed plumber and electrician to repair the work that her previous contractor had done to the basement.
  The customer agreed that she would hire a plumber and our technicians finished the installation as agreed upon.
  
  6/16/22: customer scheduled a service call for the next day, 6/17
  
  6/17/22: Recker and Boerger technicians called the house and let the customer know they were are on the way and customer canceled the service call while Recker and Boerger was in-route.
  
  6/23/22: Customer called in for another service call and we sent a technician out the same day. Below are the notes from the technician from that visit:
  This system is running perfectly. The thermostat is in the master bed . When she closes the door at night  it freezes out her room and she’s saying upstairs is hot and the hallway. The house feels comfortable.  I explained that when her room’s closed and the thermostat satisfied it’s going to shut  off . I also explained it’s always going to be 5/10 degrees hotter upstairs . There is one 4/10 register in the hall that’s about 50 feet long 10- 15 ft ceiling . Relocating the thermostat to the hallway would be extremely difficult. Customer is upset that when she shuts the door it satisfies and the upstairs gets hot. Relocating the t-stat would help but there’s no way to run it without running it exposed or having customer remove the plaster. Advised the customer again that the gas line needed to be connected and the electric that still needed to be completed in the room for the furnace to be permanently operational.
  
  10/14/22: customer called in for a service call and we responded the next day.
  
  10/15/22: Customer called into the front office and requested another technician come out. That service technician came to the same conclusion which was that the customer needed to call a plumber to properly route the gas line which had been cut by another service. Recker and Boerger DID NOT charge the customer for this $199 service call. Below are the notes from the technician from that visit:
  Customer does not have heat because she did not hire plumber to repair gas line as advised on 6/13 and 6/23 . This house used to be a 2 family she converted to a single , the gas line that runs upstairs is not connected @ the meter and there is a ton of lines downstairs on the main trunk that are wide open . I advised her she will have to call a plumber to connect that and cap off all the open lines . The furnace is still run off an extension cord she never had an electrician or plumber come out like advised last time I was here .
  
  
  Again, we are so sorry that this customer had to deal with a gas line that was cut in her home from a previous contractor and we feel terribly that she has to hire a plumber to fix work that had been done by them. It is very uncommon that a gas line would be cut this way and it’s not something our technicians have ever encountered before or could have known about in advance which is why it wasn’t in the original quote.      
  
  We feel strongly that we communicated this issue to the customer as soon as we found it and during additional visits we made to her home upon request. The customer agreed that they would get their electrical and plumbing repaired and after the customer agreed we should finish the job, we fulfilled the contact as agreed upon. We are still very sorry that **** is having issues and we are going to use ****** feedback to help us be even more clear in the future.   
  
  NOTE: I have attached photos of the original furnace as well as photos of the new furnace that we hooked up to the existing gas line. That line was severed in the 157 year old basement which is why our technicians didn’t know about it until they installed the furnace and tried to turn on the gas. I have also included a photo of the electrical cord we had to use because the electric was also severed  to the room without us knowing.

  Business response

  10/21/2022

  ***** again we are so sorry that you do not have heat. I am sure its very frustrating and you just want it fixed.
  
  We understand we did not offer you the resolve that you were hoping for, but we can assure you that our experienced technicians did everything they were supposed to do. I’ll try to provide even more clarification because the work is technical.
  
  Recker and Boerger sent a technician to the customer’s home to provide a sales estimate for a replacement gas furnace as requested. The technicians were not asked to provide a diagnostic on a working unit, rather to provide a quote to replace the old units. The home owner did not mention any issues with the home. If Recker and Boerger was made aware of the issues that exist in this customers home, we certainly would not have done any work before a licensed plumber and electrician had repaired the severed gas line and electric line in the basement.   
  
  When any technician visits a customer’s home to provide an estimate for a replacement unit there are a few things they look for.
  
  First, the old unit was a gas furnace. I have attached the photos of it and circled the gas line coming out of it. The existing gas line indicated that your home had a previously functioning unit and replacing it would provide you with heat.
  
  Second, all units need electricity, regardless of the type (Heat Pump, Electric Furnace, or Gas Furnace). In order to convert a gas furnace to an electric furnace, it requires $5000+ of advanced electrical rewiring that would include: a new electric panel in the basement which would have needed to be upgraded to a larger panel to support a 240 volt electric air handler and a 15 kilowatt heat pack. An electrician would also have needed to run the wires to the location of the furnace (on the second floor) so that they could wire them in to the new unit. This takes an incredible amount of work and is very expensive.
  
  No licensed and reputable HVAC technician would suggest converting to an electric furnace  because the cost is so high and, again, the broken unit was GAS powered.
  
  Because our technicians were not made aware by the home owner that the gas line had been sawed off in the basement and the electrical cut to the room, they did not know until they fully installed the new unit that the device would not work. This is very uncommon and not something any technician would know to check for.  
  
  We feel terribly that you have no heat, but we can assure you that our team did everything they were supposed to including alerting you as soon as they discovered the problem and letting you know that the gas line needs repaired before the unit would be operational. 

  Customer response

  11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 

  Date Sent: 11/11/2022 5:14:59 PM
  The inspection was completed on the work done by r&b and was cleared. I consider this satisfactory
  
  Regards,
  
  **** ******
  

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