Wilson Brothers H.V.A.C, Inc.
Added on November 17, 2015, by Reviewer540625
ComplaintWhile informing *** that an HVAC technician had traced the failure cause of the burner to WB's poor maintenance, she got abusive and hung up on me.Our fairly new American Standard burner receives annual maintenance by Wilson Brothers around October/November of each year. In 2014, they sent a young technician named **** to perform the service. In the first week of February this year we noticed that the burner shuts down intermittently requiring us to press a reset button to reactivate it. We assumed that the cause might have been due to the extreme cold weather congealing the oil in the tanks which are located in our attached garage. As this was happening maybe once or twice a day, we really did not take it seriously. On February 17, following a weekend during which the burner shutdown became more frequent, we contacted *** at Wilson Brothers. She suggested we add Hot Shot to the oil to loosen it up along with some additional oil to make sure the oil already in the tank is stirred up and mixed well with the Hot Shot. We contacted our oil delivery service, ********** who delivered 150 gallons of oil and a bottle of Hot Shot. Unfortunately the problem persisted even a day after the oil delivery. In fact, it got worse as time went by. By Friday morning, even resetting would not work. The unit would try to start but would trip again. We got a tip from a burner specialist acquaintance that the burner nozzle or attached unit may be the culprit. We decided to bring a third party technician, ******* ******* and ******** to troubleshoot the burner. The technician arrived on Friday afternoon, and traced the problem to a very dirty nozzle assembly unit. His assessment was that the nozzle unit had not been properly cleaned up during the routine maintenance. We took pictures of the nozzle assembly.He cleaned the unit, reinstalled it, and started it successfully. We paid him for the service, and decided to inform Wilson Brothers about the quality of their technician's workmanship. I first spoke with ***** I was cordial and respectful. I explained the findings. She passed *** phone to ***. As I began repeating the narrative she became agitated first about me calling a third party, like I had betrayed her (!), and then disparaging ******* ******* and ******* for being unprofessional and liars. Then she defended her technician's work and that I should have let them come and troubleshot the problem. I told her what she thought could have caused the goo buildup in the nozzle assembly so soon after the maintenance if it weren't for poor workmanship. She replied many things, but could not name a single cause! All the while she was speaking in a hostile and abusive tone. She told me she was angry with me, and asked me what it is that I want. I reminded her that I am her customer and she needs to speak with me as respectfully as I am speaking with her, and that all I intended to do was to inform her on the quality of her employee's workmanship. I did not even consider asking for a full or partial refund of either the maintenance or the service call. She yelled that I was no longer her customer and I should go back to ******** and hung up on me! I can only hope that that conversation was being recorded for quality of service and you can get a copy of it! It was unbelievable!Desired SettlementAn apology, acceptance of responsibility for the poor maintenance, and a partial refund.Business Response Contact Name and Title: *** ******** ******* MGRContact Phone: XXX-XXX-XXXXContact Email: *********@wilsonbrothers.com **** started doing business with Wilson Brothers in 2011. We have since performed 4 oil burner tune up and inspections for him with no problems. We performed his last tune up on 10/24/2014. He states we sent a young technician. We sent ****** ******, a seasoned technician who has had several years of training with many certifications including NATE CERTIFICATION (North American Technician Excellence) I received a call from **** early in the week stating he had been hitting reset for a couple of weeks. He then told me his oil tanks were outside in very cold conditions and someone, I don't know who told him oil can congeal, I simply stated what we do for our oil customers who have outside tanks, we put in an additive called hot shot, it is a 4 in one heating treatment which controls waxing and gelling. He asked if he could purchase and add this to his tank himself, I told him I was not sure and I would call our driver and ask. I did, and called him back to let him know our oil truck driver stated it is best to insert the product during a delivery so it could be mixed and by just pouring in it would just sit on top, I then advised **** to call his oil company and ask them. NEVER did I state this would be a fix, I do not know what his conditions are with his tank. I offered to make an appointment to check things out for him, he declined and stated he would call back. I then received a call from **** making accusations against our technician and the service we provided. Apparently ******* came to the conclusion that the tune up was not performed correctly. In ****'s statement we were accused of not cleaning the nozzle, you don't clean nozzles you replace them. The system ran for four months with out a problem better yet for four years without a problem. So far I had heard in his complaint that they have gotten a "tip" from an acquaintance that is a burner specialist, I'm not sure what this person did to make an educated assessment of his situation, **** never stated to me that this specialist looked at the burner. Then he informed me of the accusations that ******* made accessing the service we performed. As I stated to ****, there could several reasons for a burner going out on reset, every educated technician in this field know this. Every educated technician knows hitting reset for weeks before calling a professional is not good. Also hitting reset with no ignition (Don't know how many times **** hit reset with no ignition) just dumps oil in, the gun assembly including the electrodes, nozzle, turbulator, blast tube and chamber get wet with oil. Also after four plus months of running in this extreme weather the system will not look the same as it did the day it was tuned, usage makes it dirty that is why you get a tune up once per year when you have an oil heating system. As far as disparaging ********** assessment this was not my intent, to make myself clear, we did not have the opportunity to access the situation at all. All I have been told is an acquaintance who is a burner expert and a technician from another company came to this determination. Taking into consideration the above Wilson Brothers does not accept responsibility for poor maintenance, nor do we feel a refund of any amount is warranted due to the fact service was provided and none of the claims against us can be validated. Additionally because the work done was appropriate and our attitude was appropriate I do not feel it is necessary to apologize. Consumer Response The Wilson Brothers' response is not satisfactory. It is an in-cohesive rant that does not explain their rude behavior towards a loyal customer. One would imagine that an honest business would appreciate feedback from its customers. Only a dishonest and paranoid business interprets feedback as accusations. Wilson Brothers management should listen to the recorded conversation between me and their rude representative, if like reputable companies they too record calls for quality improvement purposes. I delivered my feedback with respect and calmly, based on comments of ******* ******* and ********** technician. We also took clear pictures of nozzle assembly before and after he thoroughly cleaned it with a metal brush. It was his assessment that the Wilson Brothers' technician had failed to thoroughly clean that during tune up as there was no other explanation for the problem. If Wilson Brothers had a different assessment, as its seems they do in their reply to the complaint, it should have been provided at the time of my call respectfully and calmly in reciprocation of my respectful and calm behavior. Instead, I faced verbal abuse and got hung up on. The focus here is on respect and quality of service, neither one of which seem to be of importance to Wilson Brothers. I would have been happy with an apology and forfeited my claim to partial reimbursement of the tune up fee. But their denial of responsibility for their conduct and technical shortcoming leaves me no choice but to consider legal action. We have no doubt that a judge in any civil court, after reviewing the pictures and notarized statement of ********** technician, would grant us compensation plus any and all legal fees. Sincerely,***** ****________________________________________Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Now we have the smoking gun by way of the business's admission that a tune up should "consist of a new nozzle, new filter, new strainer, taking down the flue pipe and cleaning it amongst other things". According to the invoices from 2011 to 2014, the last time the nozzle was replaced was in 2013. Before that it was in 2011. All invoices start with "Oil tune up and inspection" and continue with an itemized list of work performed, which in 2011 and 2013 invoices explicitly mention "nozzle replaced", while for 2012 and 2014 there is no such statement. Failing to replace the nozzle perfectly explains why the system would shut down necessitating a reset after just a few months from the tune up. They imply as if the act of resetting caused the problem! We had suspected that they had not done a thorough job, that's why we needed a second opinion. And we have no reason to believe that ******* ******* was falsely accusing Wilson Brothers for poor service. The Boiler has worked flawlessly since it was serviced by ******** Our case stands, and we plan to proceed as discussed in the previous correspondence. The Wilson Brothers' last statement is the best evidence corroborating our claim. Final Business Response As stated in the previous correspondence, we do replace the nozzle during an oil tune up and inspection.