ComplaintsforNerthling's Heating & Air Conditioning

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Nerthling's Heating & Air Conditioning to schedule a clean and check on our furnace. They have been our go to for our furnace for years. They scheduled a clean and check on 12/22/2022 and Kyle came out to provide the clean and check. He did the clean and check, gave us the report and said we may want to get an estimate to get a new furnace in the future due to some issues the check provided but said nothing negative about our current furnace. The have my card on file and charged my card $132.00 for the service and all seemed good. They send me an annual renewal in the mail for the next Preventive maintenance and scheduled a tech to give us an estimate after Christmas. On 12/28/22 a tech came and gave us an estimate and again all was good. On 12/29/2022 our furnace was blinking a code and my house was 64 degrees. I called and it was after hours so i spoke with a tech that explained that if he came out that night he would charge me an emergency call and if it could wait. I explained how upset I was and that i just had someone do a clean and check and all was good. He assured me the next day they would send a tech out and I would be completely satisfied. I had no choice and no heat that night so 12/30/2022 a new tech came out and replaced a part that was broken. My house was 64 degrees he replaced the part and the furnace started working. They charged my card before me authorizing 250.00 for the part. My husband explained this part is not worth 250.00 the tech agreed and reduced and charged card 175.00. The tech did not wait for the furnace to reach temp or raise just left. Well minutes later the furnace stopped working and was doing the same thing that it did before he came. This is a Friday again before a holiday so no one was available to come out and thank goodness it was unseasonably warm. This problem persisted all weekend with off and on working and not working. On Tuesday 1/2/2023 i called and asked to speak to the owner Dave who basically said my furnace is junk and i/m just complaining about the money they charged me to fix something that needs replaced. If it was unfixable why did they come 2x to fix junk?? i would think a reputable company would explain to the customer this item is not worth being fixed or give options. I did try to contact the owner to get a resolution before contacting BBB. When i did tell Dave i was contacting BBB he scoffed and was unwilling to help with my issue. Would not recommend. I thus had another company come out fix, and tell me the furnace was dangerous to be left the way they did it was emitting Carbon Monoxide and could of caught fire and caused serious damage. Any resolution to this is greatly appreciated.

  Business response

  01/18/2023

  This reply is to ID *********
    
  
  Customer states that there were no negative findings at time of service. Our electronic logs show that not only did we have it documented in the report that was emailed and opened by the customer, it is in the write up on the invoice that we noted the heat exchanger that was failing and the furnace was not reliable and needed to be replaced. (This was also documented the previous year). The $132 charge was approved before service due to you did not renew your maintenance agreement. You agreed to have the estimate set up the following week.
  
  When you called us back for service, our tech found the ignitor had failed due to being burnt from the overheating exchanger. And again, noted that the furnace should be replaced due to age and condition, and not reliable. (You contacted us in 2017 to replace your Payne Furnace heat exchanger under a warranty program that your previous contractor would not do.) We (Our Tech) worked with you on the repair price to avoid confrontation. And again, was agreed on and paid while we were there. The time stamp on your invoice lists the part was added at 940am and the price was adjusted at 943am. Your CC payment was added at 945am.  We do not automatically bill your card without authorization. I (Dave, GM, not owner) talked with you on the 3rd at 932am. The conversation started that you were not happy that the furnace coded and it was 65F and we did not replace your filter. And for $145 we should have. I said that we have listed when we were there that you supply and replace your own, you said we should have offered to replace it.(Agreed)  You told me that you should not have needed an estimate now and the heat exchanger should have lasted 10 to 15 more years.  Then and you told me that you were not happy with the price for the repair, and your husband could have bought that cheaper ($30 /$40) online and do it himself, he is a smart man. You proceeded to tell me where he works and what he does for work. Stated that the customer is always right.  Your furnace was working at the time of our conversation since the repair, but you said what if and when it gets colder out will it work because when we put in the new ignitor, we didn’t spend enough time to wait for the house to get back up to temperature.  You also told me that you will not be using us in the future no matter what, and you will be letting the BBB know. And will let all Social media know. This is a recorded 18 min phone conversation that I am happy to pass on. I have apologized to you for your situation, but you wanted piece of mind and I said that we listed multiple times that you do not have a reliable system and I cannot give that to you. You have expressed your thoughts on social media platforms as stated you would. We are a credible business, listed with the BBB, and we stand behind everything we do. We are not, as no one is, perfect. But there was no wrongdoing on this. That is why we document every procedure. There will be no Desired Settlement that was asked for. But I do apologize that you were not happy with our service provided.
  
   
  
  Respectfully,
  
  Dave S
  
   

  Customer response

  01/18/2023

  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, details of the offer I reviewed appear below.
  
  See Attachment
  
  Regards,
  
  ********* *******

  Business response

  01/23/2023

  The claims are changing the further this goes on. Your husband was the only person that we have been in contact with on site. Not only did he approve, he wanted the estimate to replace. Customer states that this will be turned over to an Attorney. We have all of our documentation needed. And this claim is closed on our end.  Tell us why here...

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩