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:11/30/2023

  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.

  On the morning of November 29, Bismarck **************************** came over to look at my water heater. It was having issues with the pilot light not staying lit. While it is an old heater, it's had no issues at all other than this pilot light problem. The tech said it was a thermocouple problem and installed a new one. He tested it and the pilot light was working right before he left, and I then headed to work. As soon as I got home from work, I checked and once again the pilot light was out, and I could not get it to relight. So the issue was not resolved and the thermocouple that was installed was either faulty, or there was another problem instead. I called Bismarck Heating on the morning of November 30 to inform them of the issue and let them know their work did not resolve the problem. But instead of guaranteeing their work and making it right, they told me I would be charged for ANOTHER service call, instead of offering a complimentary checkup on the work they did that was not right. This is incredibly poor customer service, and I don't know too many businesses that would charge their customers another fee just to check on their own work which did not solve a problem. In the very least I should be refunded for the thermocouple part they installed, which is obviously not working. And on a sidenote, after the initial call, they offered a $50 credit for next time if I left a 5-star ****** review. There's no other word for that than bribery, so this business is clearly manipulating their reviews by offering compensation in return for positive reviews.

  Business Response

  Date: 11/30/2023

  Ill address the reviews first, never was anyone ever offered $50 to leave a five star review.  Our customers are offered a $50 off coupon for future service if they leave us a review period.  There is nothing being manipulated by asking for a simple review.
  

  As far as your service call goes, your water heater was working perfectly. When the tech left the job site, there was nothing further to fix as the water heater was functioning properly.. You have now called a day later, stating that the pilot light is now out again, there appears to be an intermittent issue which needs to be caught while it is happening..  We offered to come back to your home to take a look at the system, but yes, it would be a continuation of your previous service call. Just due to the fact that an intermittent issue could not be detected while it was not happening does not mean that you are owed a free service call.  Your pilot assembly was in fact, bad, and after being replaced, your pilot worked perfectly, and your system was heating the water. If there are further issues, they will be found upon further inspection.
  

  If you would like us to stop back, please give us a call, I would be happy to send a tech right over.

  if an intermittent problem is not detected while the system is working properly that does not mean that you win a free prize, and then get free service. The job was performed to the point of the system working properly when the tech left. 
  

  Thank you.

   

  Customer Answer

  Date: 11/30/2023

   I am rejecting this response because:
  
  Your response to my 5 star review comment is a complete lie. Your tech told me directly himself that customers get a $50 coupon if they leave a 5 star review. I dont think its coincidence that almost every single review of your business on ****** is 5 stars. Of course a customer is going to do that if they get a $50 coupon! Im guessing you are defensive over that because you dont want people knowing that you are basically buying reviews.
  
  I never disputed that my water heater WAS working fine when the tech left. But the pilot light was out when I got home and the unit door was not even warm, so it clearly went out shortly after he left. The tech said the thermocouple was the issue, so after replacement I assumed that everything would be fine and working. Its not. Every other business I know has a service warranty window in which they offer a complimentary return to check the work they completed if it did not resolve an issue that was paid for.
  
  I do have another business coming to look at my water heater again and figure out the problem, since the new thermocouple I just had installed has not resolved the issue.
  
  If you are able to offer any kind of reimbursement for the part and labor costs that did not resolve the pilot light problem, I would be accepting of that and will consider this matter complete. If not, Ill be sure to leave a review of my own that was not paid for, let the BBB know the issue was not resolved in a satisfactory way, and share my experience, as I this was a very low-effort attempt at customer service.
  

  Business Response

  Date: 11/30/2023

  You were told that if you leave a review you will receive a $50 credit towards future service, that is it. Not one single customer has ever been told they needed to leave a five star review.  No one is defensive, we simply dont like lies. I get it, youre upset, but no need to fabricate to make your story More interesting.

  You called complaining that your 31-year-old water heater pilot wouldnt stay lit.

  A tech was dispatched out and found that your thermocouple was bad.

  Upon changing out the thermocouple, Your pilot light stayed lit. Your water heater ignited and heated water for 25 minutes before the Service Tech left your home. If your water heater was working when the Service Tech left, what more was he supposed to fix? You had a piece of equipment that would not light before the tech arrived. The repair was performed, and the water heater began heating and remained heating for the entire time The tech was at your home

  it was very clearly and calmly explained to you by the office staff that we would certainly send a Service Tech out, but that if it was found to be anything other than what we repaired the day before, there would be a charge. That is when you went ballistic. 
  

  It was explained to you that your water heater was 31 years old and there could be multiple problems including an intermittent problem that was not appearing the day before. What it entitles you to is a Service Tech showing up to continue the previous days service call until all the problems are detected and repaired.

  The only Remedy to this situation Is for the tech to get his eyes on the problem and see what else is happening. It was also clearly explained to you that if the problem was a defective thermocouple you would NOT be charged, IF it was an UNRELATED problem, you would be charged for the call To which you responded NO.

  We answer our phone 24 hours a day. Please give me a call if I can help you any further.