Complaints

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• Initial Complaint

  Date:04/06/2023

  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 have included a copy of the complaint we have sent to the ******** ********* office but still haven't heard back from them. Although every time I call they insist they will get right back to us.
  This complaint is about Service One and the danger they left us in. After assuming they knew their business, another propane fire erupted putting our customers and employees at risk. When they came the first time they noticed a larger orifice than usual on one of the burners and said that was the issue. The smell of propane was throughout the restaurant before and after they left. He did say he checked for leaks and found none but why still the heavy smell of propane. We only use the bottom oven, which is the one that caught fire on Friday and Saturday nights and sometimes on Sunday. A couple of weeks after they had fixed the oven, as they said, it caught fire again and of course on a Friday night. They were called and told about the fire again and sent a tech out the following day. Which I think should have been on their dime as the problem was actually never fixed and it cost us over $2000 the first time to replace parts that didn't need to be replaced. The new Tech that come out immediately smelled propane as he walked in and commented on it. It took him over 2 hours to find the leak on a part they had to remove the first time to replace the parts they thought were the issue. Amazing that there is no more propane smell in our restaurant anymore and no fires. A easy fix which should have been found the first time to avoid all these issues. They are asking us to pay an additional $1186 because it was a weekend but would reduce it to straight time $850. We still think that is outrages for a 1/2 hr. job.

  Business Response

  Date: 05/02/2023

  We were originally called on
  10/7/22 by client stating pizza oven had a fire-
  tech 1) upon first inspection of said oven it
  was discovered that that the burner had a gaping hole in (2) places from
  fatigued and rotted cast iron, this is a known problem in older ovens of this
  type. This oven was not safe to use in my professional opinion with most of its
  combustible fuel escaping from the rotted area(s). I did not notice the
  presence of any additional leaks at the conclusion of the service call, the
  oven was tested. It is not uncommon to have multiple problems with equipment,
  that in certain circumstances, require each to be handled based on a step by
  step process prioritizing safety concerns first. This oven clearly had (2)
  separate problems with the 2nd not evident at the time of the first service
  call (first call was on 10/7/22)  .Then on October 29th – which was a Saturday they called and said that pizza oven had a gas leak- this was an overtime call and we went out and found and repaired problem- client is refusing to pay. We did attempt a reasonable compromise by offering to reduce the bill by
  eliminating the overtime charges but they still refused to pay. This account was turned over to our collections agency to recover funds and as of today it has not been resolved.

  I am also attaching the second invoice that is still unpaid.

  
  

  Customer Answer

  Date: 05/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Problem still existed after they left the first time. The smell of propane was still present after they left. The parts that they replaced were not the problem, the gas leak was the problem that they did not address. The second fire, which they were told about, was the same as the first fire. Why would I call them on the weekend if there wasn’t a fire? It happened the same way. I feel the parts that were replaced were not the problem, just a more expensive job and more money for them. I’m sure that if I put the old parts back in, I would not have the problem.  Tightening a bolt is not an expensive job and that’s all it was. The fact that the second technician immediately smelled propane when he walked in, which was the same smell that was present when the first technician left, is proof enough that the first job was incomplete and put our customers and staff at risk.
  
  Sincerely,
  
  
  
  ******* ********