Complaints

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• Initial Complaint

  Date:02/20/2024

  Type:Customer Service 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.

  M W Kryzak & Sons Inc was the company that worked on the furnace when I rented and after I purchased the home. The furnace and air had to be serviced at least once every month (maybe even more). Shortly after I purchased the home, the furnace went out; I contacted the company for service. I was told I needed a new motor- price of the new motor was more than I could afford. The company called me and said the previous property owner recommended a motor that would work that was cheaper. The motor was installed but with several repair visits because the furnace went out constantly. I was overcome with carbon monoxide poisoning due to a crack in the furnace, paramedics informed me I was 1 hour from death by carbon monoxide poisoning. This is when I found out the furnace was 26 years old and not qualified for replacement through my homeowner's policy. M W Kryzak was called for a diagnostic report on the furnace and verified the furnace was 26 years old and gave me a quote of $8000 dollars for the replacement. I feel the company knew the whole time the furnace was defective which almost cost me my life. I feel they took advantage of me because I was black and elderly and struggling to have heat in my home. I seek compensation for the amount of money I paid for their service because they worked on the furnace for more than 7 years and knew the issue existed the entire time, they serviced the furnace. I feel this company was negligent in informing of the issue with the furnace that almost cost me my life. I hired another HVAC company that discovered the furnace was not even connected to all the vents in the home; although they charged me for repairs.

  Business Response

  Date: 02/27/2024

  To whom it may concern,
  

  We have received your complaint from ****** ******** and would like to inform you that the majority of
  the claim is false. She claims we knew the person she bought the place off of and that is not true (as far as we are aware of). 
  Furthermore, she claims we have worked at her property for the past 7 years and that is false. We pulled up her account and the first time we were ever there was last year in March. We replaced a blower motor for her. She also claims we put in a cheaper motor per the recommendation of the previous owner and that is not true. 
  

  One because as previously stated we do not know the previous owners and secondly because we do not go and replace parts that a “ customer "recommends. We replace the part for the same part or a universal part that the factory recommends due to safety and liability reasons. 
  As for her claim that we are racist and trying to take advantage of her, that is also false. Actually the situation is actually the opposite. We usually make people pay their invoices in full. With her being elderly we had made an exception and let her make payments on her bills instead, which we do with several of our elderly customers. To this day we have not been paid in full, she had actually quit making payments in May of last year. 
  

  We still went back 2 times after that to help her. Also it is to be noted that we never were asked to service her unit on a monthly basis. We have only made 3 calls to her home. 
  One was the blower motor (we went to house found it bad and had to order it from the factory warehouse and then return and install it). 
  The second time she had asked us to repair some duct work that was damaged in a crawl space which we did. 
  The third call we had to go back about a week later and repair the same duct work which was damaged once again by either raccoons or cat. The dates of the calls were 3/14/23, 7/21/23 and 7/28/23. We have records to prove this. We never heard from her again until 1/9/24. She had called us to tell us she was in the hospital due to CO poisoning and asked if once she returned home if we could come and do an inspection on her furnace for her insurance so they would cover it and replace it.
  
  We went and did a full inspection to her unit as per her request so she could give it to her insurance. It is at this time we told her about the heat exchanger and that it had gone bad and that her duct work was damaged again and that others (different) ducts we not vented correctly. 
  It is also at this time that we told her that unit was over 26 yrs old and needed to be replaced. As per her claims that we were negligent this is not the case. 
  

  She had never called us to do seasonal maintenance on the unit or to tell us she was having any further problems with the unit. The only time we had worked on the unit was February the previous year and that was for the first time. We had told her then that the unit was old but at the time it was still safe to use. 
  In July when we did the other two calls that had nothing to do with the unit just some duct work/ flex in a crawl space that had been damaged due to an animal. She had never asked us to look at or service the unit at either of those calls.
  

  We know she says we have been there monthly and for over 7 years but that is not the case. We believe that she might have us mixed up with another company as we have only been there 3 times, 4 If you count the inspection for the insurance (which she was not billed for). 
  We do not believe we owe her $2,000.00. One is because her claims are false, two because her bills didn't come to that amount but quite a bit lower and those bills were never paid in full and three because we did not work on this unit like she claims we did. 
  

  She never had us do any inspections or seasonal maintenance. It is also to be noted that we never had any complaints from her until she had called us saying the insurance would not cover it and then asked us what we were going to do about it. At the time we were looking into some other options for her so she could get her heat back due to her being elderly. Those options had included a possible payment plan and we were also going to recommend and organization we work with that helps low income/ families in need.
  

  Should you have any ques ions or would like any records please do not hesitate to contact us.
  

  
  

  Business Response

  Date: 02/27/2024

  To whom it may concern,
  

  We have received your complaint from ****** ******** and would like to inform you that the majority of
  the claim is false. She claims we knew the person she bought the place off of and that is not true (as far as we are aware of). 
  Furthermore, she claims we have worked at her property for the past 7 years and that is false. We pulled up her account and the first time we were ever there was last year in March. We replaced a blower motor for her. She also claims we put in a cheaper motor per the recommendation of the previous owner and that is not true. 
  

  One because as previously stated we do not know the previous owners and secondly because we do not go and replace parts that a “ customer "recommends. We replace the part for the same part or a universal part that the factory recommends due to safety and liability reasons. 
  As for her claim that we are racist and trying to take advantage of her, that is also false. Actually the situation is actually the opposite. We usually make people pay their invoices in full. With her being elderly we had made an exception and let her make payments on her bills instead, which we do with several of our elderly customers. To this day we have not been paid in full, she had actually quit making payments in May of last year. 
  

  We still went back 2 times after that to help her. Also it is to be noted that we never were asked to service her unit on a monthly basis. We have only made 3 calls to her home. 
  One was the blower motor (we went to house found it bad and had to order it from the factory warehouse and then return and install it). 
  The second time she had asked us to repair some duct work that was damaged in a crawl space which we did. 
  The third call we had to go back about a week later and repair the same duct work which was damaged once again by either raccoons or cat. The dates of the calls were 3/14/23, 7/21/23 and 7/28/23. We have records to prove this. We never heard from her again until 1/9/24. She had called us to tell us she was in the hospital due to CO poisoning and asked if once she returned home if we could come and do an inspection on her furnace for her insurance so they would cover it and replace it.
  
  We went and did a full inspection to her unit as per her request so she could give it to her insurance. It is at this time we told her about the heat exchanger and that it had gone bad and that her duct work was damaged again and that others (different) ducts we not vented correctly. 
  It is also at this time that we told her that unit was over 26 yrs old and needed to be replaced. As per her claims that we were negligent this is not the case. 
  

  She had never called us to do seasonal maintenance on the unit or to tell us she was having any further problems with the unit. The only time we had worked on the unit was February the previous year and that was for the first time. We had told her then that the unit was old but at the time it was still safe to use. 
  In July when we did the other two calls that had nothing to do with the unit just some duct work/ flex in a crawl space that had been damaged due to an animal. She had never asked us to look at or service the unit at either of those calls.
  

  We know she says we have been there monthly and for over 7 years but that is not the case. We believe that she might have us mixed up with another company as we have only been there 3 times, 4 If you count the inspection for the insurance (which she was not billed for). 
  We do not believe we owe her $2,000.00. One is because her claims are false, two because her bills didn't come to that amount but quite a bit lower and those bills were never paid in full and three because we did not work on this unit like she claims we did. 
  

  She never had us do any inspections or seasonal maintenance. It is also to be noted that we never had any complaints from her until she had called us saying the insurance would not cover it and then asked us what we were going to do about it. At the time we were looking into some other options for her so she could get her heat back due to her being elderly. Those options had included a possible payment plan and we were also going to recommend and organization we work with that helps low income/ families in need.
  

  Should you have any ques ions or would like any records please do not hesitate to contact us.
  

  
  

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company worked on the furnace when I was renting from ****** ***** ******.  I may not have paid the company when I was renting because I did not own the property.  Soon after I purchased the property I was informed  I needed a new motor.  I could not afford the price.  I never asked them to give me a “deal “ on the price of the motor.  However, I received a phone call from the company (a lady) who told me that they had spoke with ***** ****** (the previous owners husband) ; ***** ****** recommended the cheaper motor that would work in the furnace; AND according to her: said I was a good person and paid my rent on time!  It was very cold outside, I had just lost my husband and was desperately in need of getting the furnace up and running!  The company never explained to me that the furnace was older than me.  I never got a chance to pay for the service because the furnace was in need of repair almost every other week.  the owner accompanied the repair man (I believe because he knew they had done something wrong) .  I believe the motor installed was not a proper fit for the furnace which was 26 years old. I  did call after my insurance company denied my claim!  However, I never heard from him again. I had another company inspect the furnace, this company found that the services I was charged for was never done.  THIS company is COMPLETELY NEGLIGENT and MOST DEFINITELY RESPONSIBLE for the CARBON MONOXIDE leak.  I almost died because of this and something needs to be done about this company  before they take advantage of another elderly person who might die because of poor service from this company!

  
  Regards,
  
  ****** ********

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company worked on the furnace when I was renting from ****** ***** ******.  I may not have paid the company when I was renting because I did not own the property.  Soon after I purchased the property I was informed  I needed a new motor.  I could not afford the price.  I never asked them to give me a “deal “ on the price of the motor.  However, I received a phone call from the company (a lady) who told me that they had spoke with ***** ****** (the previous owners husband) ; ***** ****** recommended the cheaper motor that would work in the furnace; AND according to her: said I was a good person and paid my rent on time!  It was very cold outside, I had just lost my husband and was desperately in need of getting the furnace up and running!  The company never explained to me that the furnace was older than me.  I never got a chance to pay for the service because the furnace was in need of repair almost every other week.  the owner accompanied the repair man (I believe because he knew they had done something wrong) .  I believe the motor installed was not a proper fit for the furnace which was 26 years old. I  did call after my insurance company denied my claim!  However, I never heard from him again. I had another company inspect the furnace, this company found that the services I was charged for was never done.  THIS company is COMPLETELY NEGLIGENT and MOST DEFINITELY RESPONSIBLE for the CARBON MONOXIDE leak.  I almost died because of this and something needs to be done about this company  before they take advantage of another elderly person who might die because of poor service from this company!

  
  Regards,
  
  ****** ********

  Business Response

  Date: 03/07/2024

  To whom to may concern,
  

  We received the response her claim but once again this is false. We looked through our accounts for the past ten years and we have no account under a ****** ***** ****** ** * ***** *******

  Therefore we do not know the previous owner like she claims (unless It is under a different name). Also she claims we spoke with the previous owner about her being a good renter and paying her bills on time but we have not and the fact that she pays her rent on time has nothing to do with us working on her unit and we would not have asked that of the previous owner.
  

  If it was a rental like she claims we would have dealt with the property owner and not the renter. We have zero record of the previous owner for the past ten years. Once again we do not take recommendations on parts for units from a customer or previous owners. We never have and never will. We do not even sell people parts that we do not install. 
  

  As previously stated we only replace parts that the factory recommends and we have to install the part because of safety and liability reasons. The blower motor that was installed on her unit is the correct motor for the unit per the factory/ warehouse. Also she claims we were there weekly which is also false. Even when we worked on the duct work that was damaged by animals she never mentioned an issue with the unit or we would have inspected the unit. 
  

  We only looked at the unit once we were asked to for her insurance. We find it hard to believe she had so many issues with the unit but yet never contacted us about any issues including when she had us there for other work. 
  

  As previously stated when the blower motor was replaced she was informed then the unit was old but at the time still in working order and safe to use. If the unit was not safe to use we would have disconnected the unit were it could not have been used. As previously stated we have done nothing but try to help her. 
  

  We have let her make payments on her bills and continued to try and help her even though she had stopped paying on her bills. If her duct work/ flex is damaged again is probably due to animals. When we originally fixed the duct work/ flex we had to return a week later because it had already been damaged again. 
  

  She claims the owner was there at her house and that is correct, but he was not there to work on her unit. He was there to help repaired the duct work/ flex that was damaged by animals. 
  While we was there she had never said anything to him about having issues with the unit. If she had the owner would have inspected the unit.

  As previously stated we believe she might have us mixed up with another company due to the fact were where not there weekly and we have no record of the previous owner for the past 10 years. 
   
  We would also like it noted that we were never been informed of these issues until her insurance denied her claim . We do not feel we owe her $2,000.00. We only tried to help her and her original bills don't even total up to $2,000.00. We can provide any documentation of records needed.

  Business Response

  Date: 03/07/2024

  To whom to may concern,
  

  We received the response her claim but once again this is false. We looked through our accounts for the past ten years and we have no account under a ****** ***** ****** ** * ***** *******

  Therefore we do not know the previous owner like she claims (unless It is under a different name). Also she claims we spoke with the previous owner about her being a good renter and paying her bills on time but we have not and the fact that she pays her rent on time has nothing to do with us working on her unit and we would not have asked that of the previous owner.
  

  If it was a rental like she claims we would have dealt with the property owner and not the renter. We have zero record of the previous owner for the past ten years. Once again we do not take recommendations on parts for units from a customer or previous owners. We never have and never will. We do not even sell people parts that we do not install. 
  

  As previously stated we only replace parts that the factory recommends and we have to install the part because of safety and liability reasons. The blower motor that was installed on her unit is the correct motor for the unit per the factory/ warehouse. Also she claims we were there weekly which is also false. Even when we worked on the duct work that was damaged by animals she never mentioned an issue with the unit or we would have inspected the unit. 
  

  We only looked at the unit once we were asked to for her insurance. We find it hard to believe she had so many issues with the unit but yet never contacted us about any issues including when she had us there for other work. 
  

  As previously stated when the blower motor was replaced she was informed then the unit was old but at the time still in working order and safe to use. If the unit was not safe to use we would have disconnected the unit were it could not have been used. As previously stated we have done nothing but try to help her. 
  

  We have let her make payments on her bills and continued to try and help her even though she had stopped paying on her bills. If her duct work/ flex is damaged again is probably due to animals. When we originally fixed the duct work/ flex we had to return a week later because it had already been damaged again. 
  

  She claims the owner was there at her house and that is correct, but he was not there to work on her unit. He was there to help repaired the duct work/ flex that was damaged by animals. 
  While we was there she had never said anything to him about having issues with the unit. If she had the owner would have inspected the unit.

  As previously stated we believe she might have us mixed up with another company due to the fact were where not there weekly and we have no record of the previous owner for the past 10 years. 
   
  We would also like it noted that we were never been informed of these issues until her insurance denied her claim . We do not feel we owe her $2,000.00. We only tried to help her and her original bills don't even total up to $2,000.00. We can provide any documentation of records needed.