Complaints

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• Initial Complaint

  Date:01/16/2024

  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.

  12/19/23 I called for service repair to my ******* Boiler, as I saw thermostat wasnt working, even after I attempted to change the battery. I called the company that installed it years ago, Fairway and explained to the secretary what was wrong. She stated she would write down the information for the repairman. I asked her the cost of the service, and if I can purchase the thermostat if in fact that was the problem. The person who came did not complete a full service, which we were told it would cost $205 for the service. When he arrived he only wanted to look at the thermostat and said it needed to be changed without also looking at or doing any other diagnostic testing or servicing to the boiler. He looked at the boiler only when prompted to do so and didnt know anything about it when my family and I had questions. Later he states he will change the thermostat which at other stores (ex: ********** or Lowes) cost $80-$90, and proceeded to install the thermostat, without telling us the cost, not being transparent of the price. After installation he then gave us the bill with a severely marked up price of $189 for the thermostat, after which we stated to take it down since that isnt the comparable price to whats on the market. Then because my elderly grandparents live at home and at this time we have no heat, we went along with the purchase and he reinstalled the thermostat. Some days later I called the office again to ask about a price match and lack of transparency with regards to the pricing of their parts, I spoke to the same secretary who was very rude and with such poor customer ********************** stated we dont do price match, if you dont want our service or heat dont call us again. The issues here are lack of transparent pricing with regarding to parts/equipment which should have been given a list up front of options or compatible thermostats to choose from, & to actually service the boiler itself. This is fraudulent as now again boiler is broken after $429.01

  Business Response

  Date: 01/26/2024

  We were at this customer's home on 12/19/23 to replace a thermostat. When she called to schedule the appointment, she specifically stated that her thermostat was not working and needed to be replaced. We explained to her that our service charge is $205 per hour plus parts and tax. We did not know what type of thermostat she had in the home, and explained that the technician will bring different options and can provide her with pricing upon seeing which type she needs. ************** went to her home and installed the new thermostat as he was instructed. He was not told to do any sort of work on her boiler, as that is not what she called us for. Upon completion of the thermostat installation, she was unhappy with the price and instructed him to remove it from the wall. He did as he was told, until the customer changed her mind and asked him to re-install it. Once the job was complete, she paid for the labor/service call, plus the cost of the thermostat, and signed the ticket, agreeing to the price. She later called the office to dispute the cost, and spoke to a different person from the woman she originally made the appointment with. She proceeded to argue with her over the cost, and was told that there is nothing we can do regarding the pricing. If she was not happy with the cost of our thermostat, we would have gladly installed a thermostat that she purchased elsewhere and would only have charged her for the labor. There was nothing fraudulent about this, as she was provided exactly what she paid for, and we would have gladly removed the thermostat and left if she did not want to pay for it. As far as transparency with pricing goes, we were clear with her over the phone that the prices vary based on the thermostat and what she has in her home. If she wanted a set price, she could have sent us a photo of her current thermostat and we would have given her an exact price to avoid any surprise charges. As far as her boiler being "broken" goes, ************** did not touch her boiler, and if something else is going on with it, we are not responsible for that as she did not call for any sort of service to the boiler.