Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:03/20/2024
Type: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.
The unit is making a loud noise when it kicks on. I called R.E. Coogan 5 times with no return calls. I also call ******* from Ideal with no help. The first time this happened ******* came and fixed it. At the time he said if it happens again he would need to replace a part. I had to turn off the unit because my neighbors are complaining about the noise. I have no heat and a bill to pay for the system.
Business Response
Date: 03/24/2024
The customer's initial call was received on 3/1/2024. She was told that the minimum service call charge is $275. She stated she did not think she should have to pay for a service call. The unit was installed in November 2022 and shortly after the installation, we did return promptly to address an issue with the mfg rep. ***** installation, customer has not had any annual preventative maintenance performed, as is recommended for any heating system. When ************** called the Ideal rep for the current issue, she was told by the *********. rep that he can send an Ideal tech out to her home, if they are accompanied by a licensed service provider. The ********* techs are not allowed to go to people's homes without a licensed contractor accompanying them. ************** may call any licensed plumbing/HVAC company to take care of the service she is requesting and Ideal will accompany them. R.E. Coogan Heating does not feel it is reasonable for us to continue a relationship with **************. On more than one occasion, ************** decided how much she would pay for service calls, resulting in monetary losses for work performed by our company. In some instances, she has taken over 3 months to pay her invoices. She has hung up on our office staff. We do not feel comfortable returning to her home and sending our technicians there, based on her past attitude towards our staff and technicians.Customer Answer
Date: 03/25/2024
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 response to Mr. ********************* statement, I communicated with his office personnel multiple times about the $1200.00 amount. I had to wait for ** Energys rebate to pay down the remaining sum. This made them unhappy. The balance was paid in full in April 2023. Regarding the other task, his technician destroyed my toilet and then left the house, leaving me to clean it up. It took me three hours to accomplish this. When I called to review the charge with Mr. ********************* I told him $800 was excessive for what they broke. He informed me overdue balance. I offered him $600 which he accepted, and I paid it.
I called the Ideal representative sine Mr. ******************** was not returning my calls. I cant use my heater because of the loudness. Its making the same noise as when it initially broke. I dont think its fair to have to pay again for a failed system. The previous time ******* came here, they mentioned theyd have to replace a part if it happened again. So, they know there is a problem with the unit.
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: 03/28/2024
We were contacted on March 1, 2024 by ************** regarding her boiler that was making noise.
The unit was installed in November of 2022. ************** has not had the unit serviced in over a year.
When ************** called us on 3/1/24 the admin notified her that our service calls are a minimum of $275. ************** stated to the office admin that she should not have to pay for a service call.
We are not obligated to make a service call for a customer who, in the past, has been "difficult" to work for.
We are not obligated to make a service call for a customer who states they are not going to pay us for a service call.
************** can contact any other company to assist with her boiler issues. If the unit is still under warranty, and requires repair, the parts maybe covered.
The Ideal representative will gladly assist her and her service provider with the boiler.Customer Answer
Date: 03/28/2024
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.]
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,********
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