Complaints

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• Initial Complaint

  Date:02/08/2022

  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.

  In June of this year, our NTI boiler started acting up for the first time since it had been installed. The display on the tank would say "Purging Purging Purging" several times a day. We called to have it serviced, but it appears that the company who installed the unit is no longer in business.
  
  On Wednesday, July 20, we arranged for a technician to fix this issue. He adjusted the pressure of the tank and then went on to tell us our system is not to code. He red-tagged our unit, leaving us with 90 days to get it to code.
  
  Shortly afterwards, we received the invoice. The technician charged us two hours of labour plus travel time. This fee included both the requested problem resolution AND the time he took upon himself to look for any other issues that he felt existed. We did not ask him to do the latter. He did not tell us that he was going to perform this task and more importantly, that we would be charged for it.
  
  For your reference,
  - we have contacted the manufacturer, and they said this symptom is often caused by low pressure. So, the repair should have been relatively straightforward.
  - we are also contacted the TSSA and are waiting for a inspector to confirm which, if any, of these issues actually exist
  
  We have sent two emails asking for a breakdown of the labour costs and have received no response to date. We are more than willing to pay for what we asked, but not for the rest of his time, which resulted in an estimate of approx. $5600 to 'resolve the issues'. This estimate is more than what it cost to purchase and install this unit one and a half years ago.

  

  Business Response

  Date: 22/09/2022

  Thanks for your Review 

  In Response to your complaint regarding Your Boiler NTI. Yes, I was called to your property to Look at your Boiler and trouble shoot to find out the problem Purge Purge Purge Was. On looking into problem those models have a pressure problem which makes boiler do the purge purge purge. so, I Adjusted the pressure and tested boiler all was fine. But the Install wasn't. 

  As a gas good Licensed gas fitter, we need to be aware of our surroundings and do things to code. Being the last gas fitter there i am duty bound and liable for that install. Should anything be not to gas safety code need to be reported to yourself and to your gas supplier and red tags issued. i did Explain this to you in detail at the time when i was there and what was wrong as there are several infractions at you house. Also, if things are not done to code

  As a licensed gas fitter i could lose my gas license if things are not to code and not reported and safety concerns not pointed out and corrected as i do get Inspected by the TSSA.

  Any Gas safety infractions need to be addressed as per gas safety code for your safety and the safety of others.

  If the Installer of your boiler and gas install didn't do install to the manufacturer's instructions and not to the gas safety code as pointed out in red tagg and you were given an estimate to bring up to code.

   

  Time 

  You were made aware that you would be charged for travel time and made aware of the hourly charge and if the install was to code, it wouldn't have taken as long but as a gas installer i was doing my due diligence to make sure your install is safe to use which in this install not 100% safe

   

  At the end of the Day all that matters is your safety and the safety of others.

  Should you wish to discuss things and move forward to bring things up to code please don't hesitate to contact me