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:23/11/2023

  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.

  Earlier this year we developed a problem with our Furnace, which is a higher end 10 year old unit. We contacted TBG Mechanical who visited our house multiple times but was unable to diagnose the problem and ended up swapping out and than putting back in a mother-board, eventually deciding it was the gas valve. This was replaced and we were charged 700$. Upon the tech leaving our house a message was sent to the buisness stating that the unit was still not functioning and no adequate response has been received. Another HVAC company was contacted and with a wiring diagnosis, the problem was discovered, repaired and the unit was functional. In addition, we were told by TBG Mechanical initially that the unit was not worth fixing and we should purchase a new one.

  

  Business Response

  Date: 12/12/2023

  This client is requesting that we refund a bill that he believes should not have been sent to him back in June from a May service call because he had another hvac company diagnose another issue this fall. 

  We waited a few weeks after this call in May before billing him to ensure that the part we diagnosed solved his issues, after confirmation from the client that his unit was working properly, we sent the bill and he paid with zero complaints or issues all summer long. 

   

  Upon completion of our multiple visits (out of the 4 or 5 he requested, as his unit seemed to be having intermittent issues) we only charged him for 1 visit and the final part that solved the problem at that point in time (gas valve). We would never charge a client for items that did not fix anything for him. - as he noted we tried a few other parts that did not change anything so we did not bill him. 

   

   Unfortunately things do break and parts need to be changed here and there. His unit is past its warranty with the manufacturers, and that tends to be the point in time when things start to break. We did not install this unit originally so we do not have any warranty contract with him either, so I am a bit confused as to why he has sent this complaint to the ***, instead of contacting our office directly about the bill. 

   

  Please feel free to contact me if further details are required or if you need this typed up on letterhead, but unfortunately I think this client is upset that there are more issues arising. At the point of our billing, his issue was resolved and he was happy to pay the bill.

   

  thank you, 

  ********** *******

  Customer Answer

  Date: 12/12/2023

  
  Complaint: 20910078
  
  I am rejecting this response because:

  Thank-you for taking the time to respond to this complaint.  As you are aware, I sent you a video of the unit not working properly after your technician left our house for the final time at 4:49 pm on May the 18th of this year.  You responded shortly after, stating that you would follow-up with the technicians.  We did not hear back from you for a couple weeks and moved on to another contractor, as this issue we were having seems to be something your buisness is not capable of diagnosising.  Of course we paid the bill for the time spent and parts used on our furnace but some respectful follow-up and assistance after realizing that the interventions perfomed did nothing to fix our furnace would have been appreciated, It was in the exact same condition as before you arrived.  Was the gas valve the issue, Im not quite sure about that.  

   

  We are not requesting a refund of our bill.  We moved on to another contractor and the issue was resolved with a simple diagnostic check.  We simply would request that this contractor look into buisness ethics and how to treat a customer.  As what appears to be a young company this may work to your benefit.  If you are unable to fix or diagnsoe an issue, an ethical action would be to inform the customer and see how they would like to proceed.  As for why we contacted *** instead of you, I feel this comment is very disingenuous as I tried to contact you multiple times with no response.  I will cease corresponding with your company and hope you are able to figure out how to treat customers.

  
  
  Sincerely,
  **** *******