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ComplaintsforWisconsin Fuel & Heating, Inc.
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Complaint Details
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Initial Complaint
10/18/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Signed the contract with ********** Fuel to have my **-Heating replace the ** and furnace with SEER 16. Paid $8160 in full contract price on 10/3/22 and the installation completed on 10/07/22. Turned on Heating failed working (no heat) about 10 days ago. Called and a technician shows up without fixing. Emailed them, they ask for additional.Business response
10/20/2022
Per the terms of our contract (attached), under the Installation Components section, we were contracted to re-use existing furnace vent pipes. When our technician went out to troubleshoot your heating issues after the install, he explained to you that a vent pipe was sagging above your garage which has a finished drywall ceiling. Because the vent pipes were behind drywall there was no way for us to know if they were installed correctly from previous contractor without cutting open drywall which is why the contract was to re-use the existing venting. When a vent pipe sags, it leads to excessive buildup of water in the pipes which will cause the furnace to not operate properly. At the time of install when the furnace was tested, the pressures throughout the venting were within the manufacturing specifications and this would not have been an issue we could have diagnosed or been aware of until the new unit had been running for several hours or days, causing the water buildup. Our service manager e-mailed you yesterday to let you know that we would be happy to come out and repair the venting at no additional charge but it will require us to cut open some of the drywall ceiling. While we are happy to come repair/replace the venting at no charge, we do not repair or replace any drywall so that would require a drywall contractor to repair.
Customer response
10/21/2022
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.After I was assured that the Wisconsin Fuel will "take care of all and YOUR SATISFACTION IS GUARANTEED" and the ***Furnace will be more efficient than before, when **** made the quote on 8/5/22. I called Carrier. They told me that the "up to SEER 16" may not have SEER16 installed. I paid additional $375 to have the contract changed to SEER 16.
1). I was NOT told that anything else might be needed, both verbally and on contract, which your **** expert marked all items on the contract, not me. If anything was raised before I sign the contract. I would stop and make sure that: If the operation you are now asking would violate *********************** Regulation? And if your operation would cause an issue on HOA regulations? And my neighbors' reactions to your operation if impacting the external looking?... For sure I would not ask a vendor to make troubles for me by signing a contract that the **** expert without mentioning any possible issue in advance, on top of the promise of "YOUR SATISFACTION IS GUARANTEED".
2). Now aftermath, to have the ***Furnace operates in the working condition, you said you have to do your operation. I have my concern over the operation: after this implemented, are you going to have another new issue(s) which you may claim "there was no way for us to know"? If so, what are those? BTW, from common sense, the builder installed my ***Furnace in **** until now, I am not aware the issue: "vent pipe was sagging above your garage". All I know is the heating was OK, but the cooling took longer time than what the new SEER 16 AC does. When **** and *** completed the installation, they tested OK. I was very pleased that the heating only took about 10 minutes to warm up 1 degree from 67 to 68 while outside is about 50. Right now it raised 0 after turn-on >6 hours. Are you sure you have the correct solution(s)?
3). You mentioned your technician, all I heard from him is "I'll have the salesperson to call you" after he showed up. I trusted him, so that I waited until 5th day. No body called and the weather requires heating on. I sent the email through your web page. I was very upset when I was told the things I never been told and not I expected from a Carrier vendor = **** expert. I would not sign a contract with the possible issue like the above mentioned. I signed it because I was told that your company will "take care of all and YOUR SATISFACTION IS GUARANTEED" after I paid.
Please resolve the heating issue ASAP. I will wait for next summer coming to test AC.
Best Regards,
***********************
Business response
10/28/2022
We went out to repair the venting issue. We found the sagging exhaust pipe from the original installation behind drywall under a staircase. We installed/added proper bracing to support the existing vent pipe which solved the furnace issue. The furnace is now operating at manufacturer specifications.Customer response
10/28/2022
[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 really appreciate Wisconsin Fuel came today and worked on the solution. I'll see how the solution works in next three weeks. After that, I'll close this complain if nothing went unexpected.Thanks again to ***** and Wisconsin Fuel.
Regards,
***********************
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Contact Information
Business hours
Today,7:30 AM - 4:30 PM
MMonday | 7:30 AM - 4:30 PM |
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TTuesday | 7:30 AM - 4:30 PM |
WWednesday | 7:30 AM - 4:30 PM |
ThThursday | 7:30 AM - 4:30 PM |
FFriday | 7:30 AM - 4:30 PM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.