Complaints

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• Initial Complaint

  Date:07/09/2022

  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.

  Approximately 2 months ago, I called smart72 to have my furnace inspected (we were selling our home). The "technician" arrived and within 20 minutes, told us we had a "crack" (maybe the heat exchanger) in the furnace and it needed to be replaced! (5-7k) he pulled up a photo on his phone and I noticed the photo he showed me was from a "photo page" and the photo he selected was in the middle of many other photos. He told me I needed to sign a form indicating I could die from carbon monoxide poisoning if I did not replace the furnace! Our furnace is only 16 years old and is rarely used. Being suspicious I contacted a 2nd Co. specializing in furnaces (****************************) and had the check the furnace. 2 technicians came and both advised me this was a common practice of bad Co.s and took photos of my furnace (showing me the photos had just been taken - date & time stamp) and told me my furnace was in perfect working order. They also advised me to contact PG&E and have them inspect my furnace- I did and PG&E came immediately! They not only told me my furnace was in perfect working condition with "no cracks", but also took readings showing me no carbon monoxide in the air. I had paid $72 to Smart72 & $95 for ************. I re-contacted smart72 and told them of my "follow up" and the follow up information. Shortly after "******* smart72 Operations Mgr" called me. I again advised of my follow up information. ******* told me the technician that came was a "good person" and he would follow up. On a 2nd call from *******, he told me he and the same technician (I believe *****) would come back. I told *******, I did not want "*****" back in my house. I was afraid "*****" would sabotage my furnace. ******* assured me he would investigate and get back to me. A week later I called *******- I was told "*****" had COVID but ******* would call me. 15 calls over a period of a month later, to various people with smart 72, nobody has called me. A scam!

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 17, 2022/08/26) */ Good morning. We were able to settle out with ********* after the initiation of this complaint. We spoke at length on 7/14/2022 on a recorded line and smart72 stands by the findings of our technician. We discussed the date and time stamp of the photo of the eyelet crack in the heat exchanger.smart72 goes thru annual heat exchanger training annually that neither the public utility nor Carswell Heating & Air ever attend. ** ***** has since sold the property in questions and we explained that we wouldnt feel right retracting our confirmed findings due to the harm this might cause down the line. We never identified carbon monoxide presence in the house, only that the cracked eyelet in the heat exchanger had the potential at some point to enlarge and be compromised. ** ***** understood and we ended the phone call on good terms.