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:07/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contacted *** Boys to come repair a propane heating stove that would not come on when called by low temperature. It was a brand new thermostat. The company sent 2 technicians out. The technicians were able to get the stove to light. The man in charge said he thought it might need a new main unit underneath. I should order it. I had him use my phone and I ordered it. It came, I called them back and they said they had no time to come for at least 6 weeks, they were booked thru July. The second technician was clearly in training. He watched and did not know how to remove the cover plate from the thermostat. I was charged $85 for this technician in training. I was charged for 2 hours they were there for 1 hour and they had driven from 1/2 mile away. I have been charge $386 dollars and my stove is not fixed. They should either replace the unit they they had me order with no further charge in a timely manner or drop the original charge since they failed to complete their contract to repair my unit.

  

  Business Response

  Date: 07/10/2023

  The two techs showed up at 9:09, the tech took a picture of stove time stamped 9:09(billable clock would start at 9:00). The problem was explained to the tech and he started to diagnose the issue. She has had a few different companies there to fix the issue with no success. Our lead tech asked for the manual and she could not produce one. After several minutes on their phones, they found a service manual for the outdated stove. When the lead tech started to dismantle the logs in the stove, he found one was sitting on top of the pilot not allowing it to light properly. He found that because of the log sitting on the pilot it had locked out and would not allow it to ignite again. They reset the lock out and got the stove to light. While the lead tech was doing that the other tech went to the thermostat to see if that was also a problem. It was also an outdated thermostat that would not come apart. The lead tech told her that it was potentially a bad control board not letting the stove light, but was more convinced it was the log keeping the stove from lighting. The homeowner was adamant on replacing the control panel. He told her it isn't anything that we stock and if she wanted to source it herself, she could. He did look at her phone and confirm she had the right part, again it wasn't the issue at the time. It was after 10:45 when we left her property therefore, she was charged for 2 hrs. When she emailed us on June 21st to tell us that the part had arrived and the stove was no longer working again our calendar had booked up the month of July. She told us not to send *******. That is not our company policy and that she would have 2 return and it would be another charge the first charge covered all of the diagnosis of the unit and second charge would be to install the new part if the stove needed it.

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  In regard to the *** Boys response to Repair of my propane stove heater.

  The initial problem of the heater coming on was not resolved.

  yes they rearranged the logs but the system does not come on.

  The thermostat was replaced last year. It is not old.

  I bought the underneath unit because I understood the technician to say that if May be the problem and might have to be replaced. I wanted the unit to work.

  the stove came on with the logs in the position they were in the first night I arrived so that was not preventing the pilot from burning. The stove would not come on with call from Thermostat.

  I paid the bill but the company is not standing behind their work. The problem is not fixed .
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 07/18/2023

  The stove was running when the techs left and they did over a dozen tests to make sure that it would light when she turned the t-stat on. It lit ever single time with no issues. When we left the stove was working properly. 

  She neglected to inform you that her check was returned, we closed her account with us. 

  She should have picked up the phone and called me to discuss like adults like I asked her in the one and only email that I sent her. 

  As far as I am concerned this matter is over, check was returned. 

  Customer Answer

  Date: 07/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************