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:10/09/2022

  Type:Product 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 have included documentation below of statements received from the company as well as a detailed letter that details all events that took place. I sent this to tthe company to document all that had happened and to express my disappointment of their actions.After I had sent the letter they proceeded to send me a revised bill which included a deduction of the check I sent them but still included charges that they originally had said would be removed/were unfair.At this point I feel like I compensated this company for the parts and labor that they were entitled to. It is ridiculous that they are requesting this amount of money to fix some thing that still does not work. And I was also told that they were to remove some of these charges because it was agreed that they were fraudulent by the person I spoke with. At this point Im not really sure what to do if they arent willing to except what I have given them. I am prepared to contact my lawyer if need be but I figured that I would contact the BBB to see if you could intervene. After the fact I was speaking to numerous people about my situation and no one had anything good to say about this company. I wanted to reach out to you because I dont want this to happen to someone else.

  Business Response

  Date: 10/17/2022

  10/17/2022 
  To Whom It May Concern: 
  The owner of this business contacted us on July 1st, indicating her electric oven was not working. Upon technician arrival on July 5th, it was determined there was an issue with the pilot, for which parts would need to be ordered. Due to supply demand issues, we were not able to return until August 17th to install. Upon installation, the technician determined the incorrect safety valve had been ordered. Unfortunately, we had to reorder the correct safety valve (pilot only) and returned on August 24th, to install the correct safety valve. The customer refused to have the recommended gas regulators installed at this time. The technician tested the oven and the pilot lit and maintained proper temperatures. The labor was agreed to be credited for the August 17th visit, for the wrong part being ordered. Total for this visit less the 1.25 hour labor credit, $609.95. 
  The owner contacted us a second time for the pilot on September 6th, indicating she was once again having pilot issues. Upon arrival, the technician noted the following work performed "09/09/22 Dave. Found pilot out, lit pilot, it held, then when min burners cycled on pilot went out after 15 minutes. had to reposition pilot assembly so that pilot flame not being pulled away from thermocouple. let unit heat to set temp. Unit came up to temp, pilot stayed on (note unit gas pressure is at 8in w.c. unit rated at 4in w.c. Customer was advised about this before did not want regulator installed" Total for this visit $569.01. The customer spoke to both the branch manager that serviced her business and our General Manager. When our General Manager spoke to her, he had explained the labor credit due to our part order error. He also offered to send the branch manager to her business, free of charge, to re-access the pilot issue, to ensure the oven would be in proper working order moving forward. She was to call him back once she reviewed everything. Instead, she sent us a 2-page letter expressing her displeasure with her experience, along with a check in the amount of $431.42 for parts and a portion of labor and travel that she felt was fair compensation. 
  I reviewed the letter with my General Manager, who agreed to concede on the remaining balance due, with the stipulation we would no longer provide service to this business. A full concession was made on this account on October 3rd. 
  

  Thank you in advance 
  Ashley B.
  Billing Office Manager
  

  
  

  Customer Answer

  Date: 10/28/2022

  I just received a message from the BBB concerning the complaint that I filed. I apologize that I did not respond to the last email. I didnt realize that I was supposed to. I was satisfied with the businesss response to the complaint.