Complaints

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• Initial Complaint

  Date:10/21/2024

  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.

  ****** ***** unit installed in 2016 by ******. They serviced the unit, changing parts, adding a magnetic filter. They never shared water test results with me or made recommendations to address water test results. ****** was purchased by Heritage. Heritage scheduled to service unit 8/2024. Tech inspected unit and recommended replacing corroded parts still under warranty and bringing vents up to current code. Quoted approx $5,000 for the repair. Reviewed past service records and stated that the recommended services had been done but the state of the unit should have been addressed by ****** on previous visits. Heritage would not take responsibility for the company they acquired and would not do the work for a lower price. Technician stated he was 100% sure that this work would correct the underlying problem and the unit would run well after the repairs. After playing phone tag with managers to try to reduce the price, I scheduled the work. Techs arrived on 10/17 and heat/hot water working normally. Unit was dissembled and they said the work could not be done because of the corrosion and they could not put the unit back together. They applied to ****** for a unit replacement and this was denied. The denial was because of results of water test results sent to ****** by ******. ****** did not send the results to me. Heritage has no record of test results and ****** declined to send them to me. 10/17 Heritage sent a sales representative who quoted new systems ranging from $16k to $21k. I asked for lower quotes since Heritage diagnosed the problem on a working unit, scheduled the work and did not complete the work, leaving me without heat/hot water. Heritage declined to discoun pricing and manager did not call me when I requested it. I called ****** asking to appeal the denial of the warranty claim. ****** said that it is not possible to appeal. I requested to submit a new claim, they said that homeowners cannot submit claims. I was denied to speak with a manager.

  

  Business Response

  Date: 10/30/2024

  Dear ****,
  

  We appreciate you taking the time to share your experience, and we want to clarify the steps we took to address the situation with your unit. When we initially assessed the ****** ***** unit, our technicians consulted with ****** regarding the warranty. After discussions with them, it became clear that there were additional issues beyond what we originally anticipated, making it impossible to complete the repairs as initially quoted. Following this, we worked closely with you to create an alternative solution, including a ****** boiler replacement at a highly reduced cost. Were glad to report that the replacement is now complete and everything is functioning well. As an added measure, we also completed a complimentary water quality test to provide you with updated results and help ensure your systems longevity.

  Thank you again for your patience, and please feel free to reach out with any further questions.