Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/14/2022

  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.

  Purchased a furnace about 6 years ago. There is a 10 year warranty on parts. They acknowledge that and that the parts are covered. I had the furnace checked by them and they found a problem with the combustion blower. They want over $600 just to replace that part. It took the service tech about 15 minutes to remove it check it and put it back. They are claiming they have to pay for part and shipping. Since warranty, not really my problem, but I don't believe that. They also claim they have to check the new blower pressure, etc... I don't see this taking over an hour of time, if it even has to be done at all. All the furnaces I am familiar with have a computer on board that checks all this and adjusts this automatically. It can even sense when the vent is blocked and shut down the furnace. All that being said, I think a fair amount for the service might be about $100 to $200 at the most, especially since the trip out for the service check, the service check and the trip back to the office was only $59. I don't expect them to do this for free, even though I have had them check the furnace each year, with the exception of the Covid time, but I do expect them to check only a reasonable fee. If not, others should know about this and avoid doing business with them.

  

  Business Response

  Date: 11/16/2022

  As stated by ************** his furnace has a 10-year extended limited part warranty from the manufacturer. This warranty has no labor coverage. This warranty is not from A Good Neighbor Heating. ************** was quoted an exact price to replace this part before any work was performed, the reason the price was given in advance of any work being performed is to be completely transparent ************** thinks it should be less and thats ok. I explained to ************** the part in question has several essential functions including removing combustion gases (Carbon monoxide), supplying fresh air for combustion to provide the burners with a constant source of oxygen. Draft inducers are such an important part of newer furnaces that they have a dedicated safety device that monitors their performance this controls vacuum safety switches. We dont just replace this part in 10 minutes we check and reset any all-necessary controls and safety devices this part works in conjunction with. If we replace this part, we do it correctly for the safety of the customer. All that said ************* can hire anyone he wants to repair his furnace Hes not committed to hiring us. We are sorry a customer is upset but we can not lower our standard of service to lower our prices to what ************** decided we need to charge for our service. The cost of doing business over the last two years has increased several times not to mention the cost of parts accusation from the manufacture and returning warrantied part back to the manufacturer So, this entire complaint is about the up-front straight forward honest estimate we gave ************** to do a repair he chose not to do. Most of our customers love the up-front pricing policy knowing the exact cost before they commit to a repair or install. I do understand **************** frustration with the cost being high,however I have no control over the rising cost and the burden of the current economic conditions we are all paying for. If ************** needs us we are still here for him he knows the price. Otherwise, we wish him the best of luck and regret losing his business. I'm sorry we disappointed ***************

  *****************

  Customer Answer

  Date: 11/16/2022

   I am rejecting this response because:  They are not telling the truth about the part and what is involved in installing the part.  The process described to me is not what would need to be done and they cannot provide the details on how this would be accomplished.  They also were not able to tell me what an hourly rate for service would be and how this would amount to an over $600 charge.  I suspect that they are trying to cover the cost of the labor AND the part.

  When I purchased the furnace through them, I was told that having them check the furnace each year would also cover labor costs for any warranty work.  The only lapse I had for the annual inspection was when COVID was occurring.

  I am willing to pay something for labor, which is more than I should have to pay, but not 10% of the cost of the furnace.

  The information they provided about cost to obtain the part is also inconsequential to me as a warranted part.  They would have to work that out with the vendor.
  

  Since it appears that they are not trying at all to work with me on this replacement and they claim that their "Accountant" figures what they should charge for any services and products, without any documentation or justification, I would like to see the BBB downgrade their rating from A+ to something much lower.  They do not deserve to have such a high rating when they do not work with the customer to come up with a satisfactory solution.  At least I thought that was what the BBB was about, trying to help the customer work with the business to come up with a satisfactory solution and not the Business just dictating what it is going to do.

  
  

  

  Business Response

  Date: 11/23/2022

  This complaint is about a quote we gave for a repair We did not do the repair it was just a quote no work was performed. ************** did not pay for a repair. If ************** doesnt like the quote/estimate, he can simply call someone else. He chose not to do the repair unless we lower our price to what he wants to pay. ************** does not have a warranty with us, he has a part only warranty with the manufacturer of his equipment. ************** was given a copy of his warranty with all the manufacturers terms and conditions. We have no obligation to **************, he has no obligation to us, we simply gave him a quote. The manufacture and ************** have a commitment with each other. We tried to help.I suggest he call the manufacturer who he has a part only warranty with and hire another contractor who has a price he is happy with.  Im sorry ************** is unhappy.

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because:
  I don't feel they want to resolve the issue.