Business ProfileforBreon's Heating and Air Conditioning

On December 20th I turned my less than 2 year old direct vent Kozy Heat fireplace on and it did not immediately light, I turned it off and when I did so it caused what was termed “over-firing” by your tech staff. It was a large ignition of the gas in the fireplace that caused a loud boom and shook the glass cover of the fireplace. I was very frightened by this, and called Heller’s gas immediately after evacuating myself and my dogs from the house. They had two companies to choose from. I chose Breons. Office staff member Tammy was able to put me on the schedule for that day. Caleb F**** came later that day and he stated he thought it over fired due to possible “fluctuations in the gas pressure,” and advised that the fibers that are meant to glow and give the look of embers causes a lot of problems if they get in the way of the holes where the gas comes out. So I had him remove all these fibers. The fireplace turned on and ignited properly while he was there. I was initially satisfied with the visit, and I paid my $315.00 bill at the end of the visit. The fireplace did not over fire again, but continued to have issue with the flames staying lit and maintaining the temperature set by the remote. I believed this to be an issue with the remote and was able to fix the issue with the batteries coming loose in the remote but the fireplace continued to not work properly, so I was not sure what was going on so I called for another service call. Another service call was performed on February 14th by Caleb. He checked the fireplace and I showed him a video of the fireplace turning on and off, but the remote was staying on, so I explained I did not think that was the problem. He checked the fireplace and said there was a “loose connection” could have been causing the issue. I also noticed there was some slight charcoal looking material on the wall surrounding the pilot assembly. He informed me that he cleaned that off and adjusted(increased) my pilot flame. I again paid my bill at the conclusion of the service call for $388.00. I monitored the fireplace after Caleb left and noted within hours there was significant char buildup on the wall of the pilot assembly within hours of the service call to the point it was nearly touching the sensor. There were also char marks at other places on the walls around the pilot assembly. It was at this point I decided to look at what could be wrong, as I was trying to save having to have another service call. I looked up pilot light and troubleshooting and discovered that the pilot light which should any be about an inch long and blue was yellow and several inches long so long, so long in fact, it was touching the walls of the pilot assembly. See picture 1. I also noted the pilot head itself looked clogged. See picture 2. So I called Breons again and spoke to Tammy, who gave me Caleb’s number and let him know I was still having issues. Between the time I talked to Caleb and when I called and told Tammy I was still having issues I decided to try and clean out the pilot head holes(I had been researching possible problems on my own with the help of the internet). There was a remarkable difference in the hole size and it had clearly been blocked. See picture 2, then #3 is after I cleaned it. I was able to talk to Caleb about this and he admitted he should have cleaned out the pilot head. I told him I would see if it worked now, but it still continued to build up char, not at the fast rate it had been though and the pilot flames were so long they were doubling back on themselves and even touching the back of one of the logs. So I stopped using my fireplace and called Tammy and explained that I was not sure Caleb had sufficient experience with propane fireplaces and that I could not continue to pay for service calls that were not fixing the problem. She said she would send another service man out, and I would probably not be charged. On February 23rd three service men came to check the fireplace(I did not get all their names, one was named Paul) and I showed them the pictures of clogged pilot head and the char build up before I had cleaned it and after working with my fireplace they stated the pilot flame had been turned up too far, and now there was flames coming out from around the pilot head where there should not have been and they determined the pilot head had been damaged by turning up the gas while the pilot head was constricted. The said they turned it down to the lowest setting and the flame was about an inch long and blue and stated that’s what it should look like. The one service man said the blocked pilot head was probably what caused the over-firing initially. Then they crimped the pilot head closed with pliers on one side to keep the flames from coming out where they should not and told me they would order a new pilot head and I could use my fireplace the way it was. I was not charged for this visit. I did not think that was safe to use a fireplace that was not properly fixed, so I did not use it. I waited to hear an update on the part, but after 2 weeks of not hearing anything, on March 2nd I called. I spoke to Paul, and he stated he was one of the service men who came to my house with the last service call and he would check on my part and someone would call me back. I did not hear anything back as of March 15th, so I decided to send an email to [email protected] in the hopes of reaching someone to help. After the email and several calls I was able to get ahold of Tammy and she said they just got the part in and I was placed on for another service call on March 23rd. The service men came but when they tried to replace the part they realized it was different and they didn’t order the right replacement part. There was no charge for this call or part. I heard nothing from them until I received a call on May 1st from Tammy saying they had my part and was in the area and wanted to have the service men come that day to install the part. I informed her I was at work and my husband, while at home was not aware of what needed done by the servicemen. I told her it would have to be Tuesday or Thursday when I was off to be there with them and she scheduled the service for the next day between 4-6pm. The next day at 3:11pm, I received a call from Caleb(the serviceman who had been there the first two times, and failed to check, what I felt was a basic thing to check, and had turned up the pilot light beyond what a pilot light should be turned up and had told Tammy nicely I didn’t think he had enough experience). Caleb stated he had been assigned my service call and had been unaware the fireplace was still “giving me problems” and knew nothing about a replacement part. I then told him that I wanted a call from the owner to discuss all that has happened. Caleb stated “we can do that” and ended the call. As of May 9th I have not heard back from the management of Breons.