ComplaintsforBlack-Haak Heating, Inc.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Black Haak Heating today, 8-15-2022 as our whole house attic fan was making noise last night and we shut the unit down. I agreed to a dispatch fee of $99.00 to have someone come out. ************** man came out same morning. The problem is what followed. He determined was a motor failure. We discussed options. We told him the motor had been previously replaced. He told us we could try to find a motor and they would install. He also said his parts department would try to find a comparable motor , We found the paperwork for original motor and found a direct replacement from the original. We purchased it online. We left a message for parts department to contact us as we had more accurate information regarding the motor. We were then told we would receive an email with the estimate to install a new motor. The estimate gave no itemization ....no information on motor or motor part...just a flat $508.43. I called the company again and finally spoke with *********, who I was told was the office manager. I explained that we wanted to use the motor that we found to be a direct match. She explained that they give a total inclusive price....that they would not break down the cost of the motor and labor that it was a regional price. I asked what the motor part was....and she told me that they would not tell us the motor part or manufacturer. This is unreasonable. Had we known up front and should have been disclosed up front that they weren't going to disclose the part they were using....that would be a flat rate....that we couldn't purchase the part on our own and have them install....we never would have gone with this company. We want a refund of the $102 and change.

  

  Business response

  09/17/2022

  We failed tp provide information about the motor we had found and we also failed to install the motor supplied by a customer.  Once we received this compliant we reached out to the customer and offered to refund her money.  We also had internal meetings and training to ensure proper communication for future customers.  We are sorry this happened and we believe we made the necessary steps to prevent it from happening again.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Improper installation of device caused parts on the unit to fail I had another company service the unit and requested black ***** remedy this as I should not have had to pay for improper services that resulted in more cost. I have called several times and my wife and I went to the company in person to speak to them. Despite our efforts to resolve this, they have failed to return my calls or show any interest in our concern.

  

  Business response

  06/29/2022

  Tell us why here...
  We installed a boiler system at the Schaffers on 7/25/2017 with a final commissioning of the system on 11/14/2017.  We have returned for service calls two additional times after that.
  We did have a service call on 04/25/2018 due to low water pressure.  We found at that time the low water pressure was due to a plumbing issue in the house and found no issues with the boiler system. 
  We had an additional service call on 05/07/2018 for concern of high carbon monoxide in the exhaust.  We inspected and tested the operation and found no issues with the boiler system.
  We understand the Schaffers paid another company to perform a repair on their boiler system.  ******************* cannot accept responsibility for that repair for a multitude of reasons.
  The system was inspected by a local inspector after the installation and if the complaint was valid, it would have failed inspection.
  We received no proof or pictures of this issue before any work was done to verify the claim
  A boiler system should never run out of water unless there is a leak so there is an issue or repair needed for this system besides this claim.
  This boiler has been in operation for 4 years, If this was installed incorrectly it would have been an issue already.
  Since installing the boiler system we have only performed two service calls so we have no knowledge if another company has done any additional work to the system.
  In addition to the above information,it should also be acknowledged that we did have a difficult relationship with the Schaffers during and after installation which resulted in us having to take them to small claims to get paid for the boiler installation. 
  At this time ******************* does not accept any responsibility for this complaint and will not be reimbursing the Schaffers any money.

  Customer response

  07/05/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  **** S*******

  Customer response

  07/07/2022

  They came and didn't do what they needed to do right away Also we did not have the system serviced at any other times other than either buy them or when we had it cleaned and checked which you have the invoice for other than that it was never serviced. the 1st day they didn't have what they needed they hadn't leave. After they left they would not return for the day and then would return sometimes a week or sometimes 2 later partially work on the job and then leave again. We did not have water issues I had told them prior to them installing that they needed to flush the system into the sub pump hole to get the old water out of the well line because this hole is the water from the well line was not ran for 5 years so there was probably stuff stuff g*** in it and I told them specifically to do that and what they did is not that they didn't flush it they ran it straight into the system and all that sludge ran through all my lines in my house it's my house I worked and he didn't cool in for about 5 years I know how what I'm talking about and I was a prettiest plumber for water's plumbing for 2 and they did not do it right I had to take time off for work to actually cut my water lines and get them all cleared out because they messed up my unit and said it was my issue.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My furnace was down, I had no heat. ALL BH tried to do is sell me a new furnace. My current furnace is only 10 yrs old and I found out the part that was broken was still covered under a 20 year warranty!BH office team informed there was no charge for a service call because they got there and couldn't repair it and told me speak with service/salesrep.When I spoke to the sales rep he tried selling me a furnace for over 4K with no real information. I inquired about the possiblecost to repair and he said itwasn't worth it. I called him back and inquired about the warranty on it and he said BH wouldcharge $1300 or more to replaceheat exchange under warranty.I felt like BH trying to rip me off, so I called another company, and sure thing.....the heat exchange was still under warranty, it was a fixthat was done quickly, not some major deal with lots of technician hours tearing apart my system to replace the heat exchange. I called that company and had heat the same day foronly$99 service call.I called BH and got no heat, had to wait 3-4 days for estimates. Did they lie and tell me no charge just to get me to speak to a service/sales rep? I think so. Now they are trying to charge me $188 for nothing???? I shouldn't have to pay this ****. Also, I just received the bills in the mail and in email, and they sent me one a day later that says Past due!

  

  Business response

  01/11/2022

  Good afternoon,

   

  Thank you for bringing this to our attention. I apologize for the miscommunication in regards to the invoice. We did get this invoice canceled as soon as you brought this to our attention over the weekend. When the salesman had called we had not had the opportunity to look into the warranty yet,  I'm glad you were able to get the repairs done and that the unit is operating safely again for you. 

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