ComplaintsforAmerican Boiler Inc.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  American Boiler came out to troubleshoot boilers at two of my buildings on December 16. At the first building, they were on site for about an hour, and did not know how to work on the system, and had to call our prior technician (working at a new company that didn't service boilers) to find out how to change settings. They then called technical support, changed one setting, and then left. Charged for 2.5 hours. I spoke to the tech and he offered no other solution, I suggested a cleaning and he said "I guess so." They went to the second building for about 35 minutes. Could not find an issue, told our maintenance staff to bleed the radiators (which had already been tried).In both instances they did not fix the issue. Subesquent techs found issues with the motherboard and that the unit needed to be cleaned for the first boiler. The second boiler had a malfunctioning pump that they did not attempt to inspect, or did not notice that it was malfuctioning.I spoke with the owner today after receiving extremely high bills, for work that did not solve the problems, no less. She was extremely rude and unprofessional. She accused me and my staff of lying about the time that her staff was on site, what they did, and the fact that they didn't solve the problems. She also insisted that her techs bled the radiators at the second building, which they did not, and I informed her that the customer service rep had stated when I made the appointment that for insurance reasons the techs won't enter individual apartment units. She was very nasty the entire discussion, and kept cutting me off. It only got worse throughout the discussion. I said that we needed to come to a mutually agreeable place on the bills, and all she said was that she would take a half hour off of each (a 2 hour minimum of which I was never informed, at $215/hour) or she would send me to collections.

  Customer response

  04/24/2023

  From: ********************************* <*******************************************************************;
  Date: Mon, Apr 24, 2023 at 9:36 AM
  Subject: Fwd: Thank you. We've received your complaint.
  To: <[email protected]>
  
  Hello,
  
  I wanted to follow up to let you know that the service provider has satisfactorily resolved my complaint.  Please let me know how we can close this complaint as mutually resolved.
  
  Thanks,
  *********************************

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