Complaints

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• Initial Complaint

  Date:02/23/2023

  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.

  Bad Experience With Express Pros ! Called them to get a furnace inspection and the tech (*****) arrived and stated that our furnace had a Heat Exchange Crack and it was leaking deadly Co2 gasses into the house and that our family was in danger. Note :***** did not take off the cover necessary to perform an industry standard test like scoping or even a visual. He stated that the crack would just get worse and we needed a new furnace ASAP. he just so happed to have an opening the following day and a quote for a furnace was sent in moments. Something didn't feel right at all so we called an Home inspector for a non bias second opinion. The home inspector did an actual check by exposing the covers needed to see the heat exchangers and found ZERO cracks. I had asked Express pros multiple times for something in writing stating that my furnace had a cracked heat exchanger and received a report that only stated the obvious, my furnace was not new and it was the techs OPINION that the Exchanger was cracked . You can look at my post history and see that I have never posted a bad review on any business but I felt it necessary in this situation because I don't want another family out 10 grand because of the scare tactics that I believe were used to manipulate us into buying a Furnace from Express Pros.

  

  Business Response

  Date: 03/07/2023

  Im sorry that Mr. ****** feels this way. When the technician showed up to the home he did a diagnostic with the Mrs. ****** right there. The technician took pictures of everything and showed Mrs. ****** the *** that the co2 detector was showing and informed them they needed to get CO2 detectors in the home and also get the issue fixed. There was a safety issue that the tech was trying to address with the customer and stated he thought it could be the heat exchanger but there were other things that cause the readings as well, he was not trying to scare anyone. But inform them of the findings. At that point ************** informed the tech that he had no job and was going to see if he could find a way to get Carrier  ( the furnace maker ) to cover the furnace and replace it for him at no cost even though it is a very old furnace. At which point the technician offered to give him a CO2 detector at no charge.  The customer then asked for a estimate to replace the furnace, which like any company is in the price book which is why it didnt take anytime  to give him an estimate.   Mr. ****** asked the tech to send the report to him so he could use it to get a free furnace. The Express Pros tech sent the report over at which time Mr. ****** got frustrated because the tech put in the diagnosis it was his opinion that it was the heat exchanger that could be the issue. Mr. ****** wanted the tech to lie on his report which the tech was unwilling to do. He then called the office and wanted his money back for the diagnosis. To which it was explained to him that the tech did exactly what he was paid to do. which was come to his home and do a diagnostic on the furnace to which there are pictures and a complete check list of Mr. ******* furnace. The technician only did exactly what Mr. and Mrs. ****** asked for. I am sorry he is so upset it did not work out in the way he would have liked by getting a free furnace from Carrier but that has nothing to do with Express Pros. Also in no way was the technician trying to do anything but report a safety concern to the home owners. I truly hope they put CO2 detectors up and fixed what ever was causing the reading because it is not something to take lightly. The CO2 detector was reading 18 *** downstairs and 3 *** upstairs this is very high reading.  

  Thank you