ComplaintsforCaldwell Heating Service

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Caldwell Heating for annual maintenance on my gas boiler, and to repair a water leak (overflow valve problems). One thing after another was discovered that needed repair and at the end $1200 bill was presented to me. I payed that, but the leak did not stop and so I called them back to have the finish the job correctly. When they returned to fix the leak, they presented me with another $100 service fee! I am unhappy about this, called the company and complained about it and they ignored me. They didn't fix the boiler the first time and should not have charged me again. I should not have paid the extra $100 and I want it back.

  Business response

  12/01/2021

  ON 10-1-21 WE RECEIVED THE INITIAL CALL FROM CUSTOMER WHO CALLED ABOUT THE BOILER LEAKING WATER AND FOR A FURNACE CHECK-UP. TECH PAID A VISIT ON 10-13-21 AND FOUND LEAK TO A FAULTY OVERFLOW VALVE DUE TO TOO MUCH PRESSURE IN SYSTEM DUE TO TOO MUCH WATER IN EXPANSION TANK ( WHOLE SYSTEM IS ROUGHLY 70 YEARS OLD ). INITIAL VISIT WAS 1st TIME TO MAINTAIN SYSTEM BY US. FOUND MORE ISSUES WHEN CHECK-UP WAS DONE. INITIAL BILL CAME TO 1408.00 AND BEING HE HAD AN EXCESSIVE BILL GAVE HIM A 10% DISCOUNT TO BRING BILL DOWN TO 1289.20. HE WAS TOLD THE EXPANSION TANK WAS ANTIQUATED AND DRAINED SOME WATER OUT OF TANK (KNOWING HOW MUCH TO DRAIN OUT IS GUESSWORK ), TOOK CARE OF THE PROBLEM AT THE TIME. CUSTOMER WASN'T USING BOILER MUCH AT TIME OF INITIAL CALL BUT AS WEATHER GOT COLDER SYSTEM STARTED LEAKING WATER OUT OF OVERFLOW CONTROL THAT WAS JUST REPLACED. TECH TOLD CUSTOMER MORE WATER NEEDED TO BE DRAINED OUT OF TANK. CUSTOMER CALLED BACK ON 10-21-21 AND SAID SYSTEM WAS STILL LEAKING A LITTLE. TECH CALLED APPROXIMATELY ON 10-23-21 AND LEFT A VOICE MAIL EXPLAINING TO HIM HE COULD EITHER LET MORE WATER OUT OF THE TANK OR UPDATE TO A NEW DIAPHRAGM TANK AND ASKED HIM IF WE COULD GET ANOTHER 100.00 FOR TIME ( NEXT TOWN OVER AND ACCESS THROUGH HOUSE NOR EASY TO BOILER ). CUSTOMER SAID HE WOULD BE HOME BUT WAS LEAVING FOR THE WEEKEND. CUSTOMER DID NOT INDICATE  WHICH OPTION HE WANTED TO GO WITH. ASSUMED HE WANTED TO LET WATER OUT OF TANK AT THAT POINT. SENT GUY OVER TO LET MORE WATER OUT OF TANK, SEEMED TO FIX PROBLEM. CHARGES 100.00 & CUSTOMER PAID IT. CALLED US WANTING TO KNOW WHY WE CHARGED HIM 100.00. HE WAS TOLD THAT TECH LEFT HIM A VOICE MAIL EXPLAINING THE OPTIONS AND THE 100.00 CHARGE. CUSTOMER CLAIMS HE NEVER GOT THE VOICE MAIL, WE SENT BACK THE 100.00. AS FAR AS WE KNOW THE BOILER IS WORKING. 

  Customer response

  12/01/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I will NEVER call this company again for service. 
  
  Regards,
  
  ****** *******

*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. ↩