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:06/04/2023

  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.

  I had a issue with my furnace and called them and a person came to inspect and said parts need to be replaced. I said okay and he replaced and gave a bill. When I checked online for the price of parts he replaced there is a big difference. I called them later and reported the issue and they said we will check in it and call you back. But its been more than 2 weeks and I did not hear anything back from them. The parts that they replaced were not even $** to buy when I checked online, and they charged me $*** for these parts and in addition they charged for labor and dispatch.

  

  Business Response

  Date: 12/05/2023

  Hello ******,

   

  We would like to extend our apologies that your recent experience did not meet your expectations. As a company that values each and every customer, we make it a priority to ensure your happiness from the first interaction. We understand any inconvenience or distress caused and regret any frustrations you have experienced.
  
  Regarding your no heat call, we would like to clarify that we do have a call-out fee for dispatching our technician to your home to diagnose the issue. Once there, we begin by inspecting the furnace, during which our technician is trained to discuss pricing with our customers for any necessary repairs. In your case, the technician found faults with your capacitor, flame sensor and ignitor, and recommended that they be replaced. However, we require approval from our customers before proceeding with any repair, as they have the right to decline any service.
  
  Furthermore, we would like to emphasize that we do not purchase parts online. We source our parts from a reputable supplier who provides a warranty for their products. If any issues were to arise with the parts we replaced under warranty, we offer free replacement within the one-year warranty period. Our charges are fairly based on supplier costs and are used to cover the expenses of running a business.
  
  In light of your situation, we understand your frustration, and as goodwill gesture, we would be willing to refund the $***** labour charge, if you can contact our office so we can gather the information to complete that refund.  Once again, we apologize for any inconvenience caused and hope to have the opportunity to serve you better in the future.
  
  Thank you for your time 
  
  *****************************;
  
  Address: ****************************************************************
  Office Phone: **************