Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/30/24 8:05 AM I called Thompson Sheet Metal because my furnace stopped working and I had no heat.1/31/24 8:45 AM Technician checked furnace, said the pressure relief tank needs to be replaced, he would run for parts and be right back. Technician did not return.2/1/24 11 AM I called Thompson Sheet Metal to let them know that this is the third day without heat and I'm concerned about freezing pipes. I'm going to call another company. I was told the technician will be there tomorrow.2/2/24 8 AM I called Bay Mechanical to repair the furnace.2/2/24 8:12 AM I told Thompson Sheet Metal that I called someone else to repair the furnace.2/2/24 9 AM Bay Mechanical found the problem was the 2nd floor thermostat and fixed it. No parts needed, 45 minutes, $90 2/7/24 I received a bill in the mail from Thompson Sheet Metal for $617.18 With the owners business card in the envelope.2/8/24 I called the owner to discuss the bill. He seemed stressed, frustrated. He said; You called another contractor. You should never call another furnace guy. We were short-handed. We had a technician out sick. It wasn't a thermostat. Your furnace is not fixed. We would have fixed it and had it running. As soon as it gets cold it's going to go out again. As far as we're concerned we don't even want to work with you anymore. The bill stands as it is.I wasn't sure what to do next but I knew I needed help so I documented everything and put it in a file. 10/11/24 I received a second bill from Thompson Sheet Metal with a sticker letting me know that this is the final notice for payment.This is hard for me, I don't know what to do, I feel intimidated, I don't want this bill to go to collection but I'm afraid to reach out to Thompson Sheet Metal to let them know that the furnace was indeed fixed by Bay Mechanical on 2/2/24 and has not broken since that repair. Thompson sheet metal misdiagnosed the problem, left me without heat for 3 days and now they want me to pay $617.

  Business Response

  Date: 11/01/2024

  Receiving this correspondence from you has come as quite a surprise, as this is first time we have had heard from her since she spoke with me after the original (first) copy was mailed. I told her that she is still responsible for this bill, as it was her choice to call another heating company despite telling her we were going back the morning of 2/2/24, she finally responded via text to our technician. Multiple copies of this invoice, as well as statements, have been sent to this customer since service was rendered almost nine months ago and not one word was heard.
  
  I am including the copy of our invoice we have mailed to her, no less than four times, which explains in detail our encounter with her and trying to fix the issues with her boiler.Our technician called her and left a voicemail three different times trying to get back over to her house to repair the unit. I am also including a screenshot of the text conversation between her and our technician stating that she chose to contact someone else immediately after we confirmed with her that we would be there that morning. We took the time to clean her boiler, troubleshoot the problem, find and order parts, multiple contacts trying to get back over to repair the unit and returning/restocking parts that were ordered. The invoice she is still responsible for reflects the time my technician has put into the work done to address the resolution before she made the decision to call someone else.