Complaints

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• Initial Complaint

  Date:01/04/2025

  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 11/01/2024 I went to Schauls Gas to make a deposit on getting my furnace cleaned of $130.82. One my first inquiry on the phone I was told a lower price for the deposit. When I got there they told me $130.82. I was surprised but pd. It. On 11/07/2024 the furnace technician arrived and cleaned the furnace and mentioned that my rollout swith had a Crack and should be replaced I told him to go ahead and replace it. Everything was good till Saturday 11/09/2024 when we noticed the furnace was not working. I called the on call number and the tech came to the house and noticed the reset button was tripped on the Roll out switch. He said that he didn't know if it was the wrong one or a bad one. His advice to me was leave the cover off of furnace and reset the switch if it tripped again. Call on Monday and explain to Schauls what was going on. The switched tripped multiple times that weekend. On Monday I called and explained what was happening and the manager was coming up with all kinds of reasons why it was tripping, I explained it was working fine when they came to do the cleaning and that they had replaced the Rollout switch, I explained what the on call technician said and they sent out the original technician that cleaned it. He replaced the switch with a higher temp switch and adjusted the flame. All was good until I received a bill for $181.84 for the on call service which remind you he told me to hit reset button till monday,did not fix anything. I called and talk to a secretary or whoever the lady was that answered the phone and explained I shouldn't be charged for their mistake. She asked if I wanted to have the manager call me and I said yes. 1 1/2 weeks later he called and made every excuse in the book. First it was he didn't replace the swith but made an adjustment, he talked to his tech and called me back and said that they did put a switch in and adjusted the flame which should of been done during cleaning. I feel I'm getting charged for their mistake

  Business Response

  Date: 01/27/2025

                  ***** ***** placed a furnace cleaning request with us and was asked to place the downpayment of one hour of service on the account prior to service which was $124.00 per hour plus tax (this is the amount referenced of $130.82 initially paid).  This initial service of the furnace cleaning occurred on November 7th.  During the cleaning process the service tech discovered that the roll out switch had separated from the base, which was unsafe.  Therefore, the switch had to be replaced because this part would not shut down the furnace in the event of a heat exchanger failure, it had to be replaced. After replacing the switch, the furnace was working properly.  The switch has not yet been paid for, a total of $13.04 (which is part of the total balance due).
                  November 9th, ***** called the after-hours service line as his furnace was not working, he was instructed by the service tech that there would be an after hours charge for him to come and customer agreed over the phone.  The service tech that went for service was not the original from furnace cleaning. He found that the limit had tripped which is resettable.  He proceeded to reset the limit and observed operation for ***** minutes that there was no excessive heat rollout or indication of a bad heat exchanger.  He told the customer to let us know if the problem persists and showed him how to reset it if it occurred again, and he was advised to call again if the issue persisted.  Heat was restored and the customer was charged $168.80 for labor.
                  November 11th, ***** called in stating that the furnace wasnt working.  We sent the original service tech that was on first cleaning call to check further.  He replaced the new switch with an identical new switch to make sure that the switch was not faulty from the factory.  He observed furnace operation, and the only other concern would be that the furnace blower timing would cause a rollout switch to trip (blower on and off during heating cycle).  He adjusted the blower on to start earlier and adjusted the blower off to run longer, to keep the exchanger from being too warm during start up and shut down.  This trip was done at no charge to the customer including the 2nd switch, blower adjustments and labor.
  The initial switch was broken, and this additional problem would not have shown itself until it was replaced.  Depending on how long and hard the furnace had to run may have taken longer to show up.  After discussion with the customer balance was due for November 9th ($168.80) and the part on November 7th ($13.04),but the customer was not charged for November 11th.  Payment Due after finance charges is $184.57.