ComplaintsforBay Area Services, Inc.
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Complaint Details
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Initial Complaint
01/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My boiler died. The initial guy came out measured inspected. Gabe me the price. I paid. The day of the installation they text said I was quoted for the wrong unit I needed to upgrade as my venting was not pvc. They wanted additional money. Nope not happening. I don't have it. I paid what you wanted. In January single parent Your guys should have known. I called ********** as that is who I contracted through. They go through ******** to do the job. Well now since January 2023 they have been out at least 6 times to replace parts or maybe just reset this brand new unit. Not acceptable. My 1 year labor expired 2 days ago Why should I pay for an extended Warranty in a brand new unit that they have been out more than a handful of times to fix in less than 12 months. This runs my hot water and heat.Business response
01/31/2024
Customer purchased a boiler from ********** on 1/11/2023. She paid ********** at the store $6,550 for the boiler. The original boiler purchased was not going to work with her current water heater setup and venting properly so an upgraded boiler was offered at no additional charge. She accepted the upgrade which gave her higher efficient unit, a tax credit opportunity and a utility rebate.
We are a provider (subcontractor) of ********** and we performed the installation on 1/19/2023.
Customer called that there was no hot water on 5/20/2023. A service technician found the boiler in lockout and found that the customer was filling a pool with hot water which may have caused the unit to go into the temporary lockout.
Customer called on 11/5/2023 that the boiler was not heating the home. A service technician found a blower exhaust fault and reset the boiler to get it going. Sunday call, when we checked with her Monday everything was still working fine.
Customer called on 12/14/2023 that the boiler was not running and heating the home. The service technician found a blower exhaust fault again and contacted *********************, the manufacturer. Weil ******** technical advisor had the technician replace the ventor motor and it's control board assembly.
Customer called on 12/27/2023 that the clock on the boiler's display had the wrong date & time, was not reset when the new control board was installed, technician came back and set the date & time, there were no faults and unit was running fine.
Customer called on 1/17/2024 that there was a communication error on the screen, unit was running ok. Service technician went out and boiler was running but there was a communication error on the screen. He called **** ******** service advisor and was told that the two parts the previous service advisor had him replace were upgraded from the original configuration and the boiler display screen (where the error was being read) needed to be replaced to match and that was causing the nuisance error message. We told her we would come back as soon as the part was in to install that.
On 1/22/24 or 1/23/24 the part came in and we called to have the technician stop and finish the repair. She refused to schedule and said she will only accept a new unit.
On the evening/night of Friday 1/26/24 she began sending messages and posting via social media which stated that we have been ignoring her and that we owe her a new boiler. She never called our office and said there was a problem with her heat. We called her on Monday 1/29/2024 and let her know we have the distributer rep and manufacturer rep working on a resolution. At no time was the customer asked for any additional money, nor has she paid Bay Area Services for any warranty work that was performed. Bay Area Services has been right there whenever she needed us and has followed the manufacturer's instructions, this is a product issue that has failed, not a fault of installation. We have the part here and can replace that, as far as replacement of the whole unit that is in the Manufacturer's hands and they said they are working on it.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.