Complaints

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• Initial Complaint

  Date:03/02/2024

  Type:Billing 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.

  On 2/1/22 at 8am they came out to fix my furnace. He put a part on & still,no heat. After a 2nd person came & told him it was the wrong part, they then removed that part & rigged my furnace to work for the time being and left about 1:30pm. Before leaving they scheduled to come back the next day at 8am. It took him 35 minutes to put the correct part on. I was given an invoice for $285, stating they would sent a bill & that's when I was to pay. About a week later I received a bill for $409. Called to find out why & the rude lady that answered wanted to over talk me & wouldn't listen to what I had to say. She then said she'd get the owner but then decided he was too busy to come to the phone. I sent a check for the original invoice with a copy of it as well. The check was cashed & then I get a letter from **** collection agency in Decatur Il. I spoke with someone there & they took notes of my situation.

  

  Business Response

  Date: 03/15/2024

  We were called out to Mr. ******** house and found the furnace would not pas the gas to the gas valve. We had to order the gas valve and had one of our more senior technicians go to verify the diagnosis. While repairing the furnace he noticed one of the switches had a wire that had broken. He fixed the wire and the furnace worked so he took the gas valve off and replaced it with the original. We had to order the switch, so we bypassed it and made sure he had heat as it was cold outside, and we did not want to leave him without heat. We had to return the next day after the part arrived. This is a switch that we do not carry in our stock because it is not a furnace that we have in our inventory. We returned the next day with the switch and replaced it.

  When he called to dispute the bill. She came to my office to get me, but I was not in there. She thought I had left for the day. She went back to her office and got back on the phone to let him know I was not there. I happened to walk past her office and saw a look on her face that I knew right away something was wrong. I opened her door to see what the problem was and could hear Mr., ******* on the phone yelling at her saying some things that I will not tolerate. Please excuse my language but I feel I have to let you know what I heard as it is important to understand why I turned him over to collections. I heat very clearly while I was 6 feet away him yelling at her calling her a **** and a *****. I asked for her to give me the phone so I could talk with Mr. ******* to let him know that it is not acceptable for him to speak to anyone in the manner he was. She handed me the phone and Mr. ******* immediately hung up.

  She took the phone back from me to hang it back up and I told her to mark him as no work and turn it over to collections. I heard him tell her he was not going to pay for the service while he was yelling and cussing at her. 

  I have no intensions of ever talking to Mr. ******* as I feel it is my job to make sure that all of my employees do not have to deal with that kind of treatment from anyone. We will never work for him again and I do not wish to have customers who will speak to our employees the way that he did.