Craft Heating Co Inc

Review: Called Craft Heating and Cooling company for service to my furnace complaining of a loud boom when the furnace starts. After service and having paid 117$ diagnostic fee + labor, problem persists one day later.Desired Settlement: Request refund of the payment as problem was not resolved.

Business

Response:

To whom it may concern, In response to the claim filed against our service department on 12-4-14, our technician was dispatched to the customers home for a booming noise at the hot water boiler. Typically this situation is caused by delayed ignition of the gas burners. Anyone in the service business knows that this problem can be difficult at times to remedy. Our technician took the necessary steps to attempt to rectify the problem. As noted on the service invoice, screws were missing from the burner manifold which was not aligned properly, he installed the screws, cleaned the burners off, and repeatedly cycled the boiler in an attempt to reproduce the delayed ignition, which he could not, To our concern is that the customer never contacted our office to notify us that the problem still persist. As far as we were concerned the problem was rectified. If he had contacted us, we would have dispatched a technician back to his home at no cost to the customer until the problem was rectified. ( We guarantee our work ) We are sorry the initial repair did not correct the problem, but we were never given the opportunity to return. We also realize we are paid to fix problems and have been doing so for 65 years. We feel the diagnostic fee of $79.00 and the labor charge of $ 38.00 is justified, but are willing to refund some or all of this amount in order to settle this dispute in good faith. We ask that any effort on our part to settle this dispute is not seen as an admission of incompetence but a desire to come to a mutual resolution. Sincerely, [redacted] President

Review: Craft heating serviced my heating system in November and there was an issue with the service tech then. That issue was resolved with the condition that they would not send that specific tech again. On February 23 I came home from work to find that the heating system was not working properly. I called craft heating and spoke with who advised me just to bleed the system. He told me to wait so the system could work out the air. By 10 p.m I only had heat left in once baseboard heater. I called craft and spoke to an answering service person. Ten minutes a tech called me and it was the prior service tech [redacted]. Due to the urgency of situation and [redacted] telling me he would have the heat on in no time. [redacted] arrived at my home at approximately 1125 due to the fact he wrote down the wrong address. [redacted] looked at the heating system and told me everything was fine with it and that it had low water pressure. He proceeded to hook up a hose to my water heater and the heating system. After approximately 5 minutes he told me that I would have heat in ten minutes. I gave him a check for $164. I signed the receipt and he left. It is now 643 and I still do not have heat.Desired Settlement: I want my $164 check returned, reimbursed a day's salary, I had to take the day off of work to find another contractor and a letter of apology.

Business

Response:

First off, let me say I’m a bit confused by this complaint in regard to the service performed on February 23rd. The customer contacted our office at approximately 6:00 pm, she stated she had a hydronic system with baseboard radiators and that the first floor was heating but the second floor was not, she also stated she could hear air noises on the second floor. We let her know that it sounded like air in the system and asked if she tried to bleed the radiators, she said she would and would call back. She called back and said she bled the radiators but still, had no heat on the second floor, we suggested that she may have a pressure issue and we agreed on having a technician come out the following morning, At approximately 10:15 pm our emergency on call technician received a call of no heat from the same customer and she wanted service that evening. She agreed to the after hour rates and our technician arrived at approximately 11:20 pm. The technician diagnosed low water pressure and that the automatic water feeder was inoperative. He proceeded to fill the boiler with a hose and brought the water pressure up to an acceptable level, he also noted the system had a leak and recommended that the system be replaced due to the age, condition and needed repairs. His actions were taken in the hope of restoring heat, we surmise that the system lost pressure due to the leak once again. We understand the dispute over paying after hour rates and still not having heat, but we cannot always guarantee results especially at such a late hour. We feel our technician did all he could do at that time. The following morning we dispatched another technician to the customers home, he also explained to the customer that the system was in need of extensive repairs and or replacement. He contacted our office from the customers home and recommended an estimator be dispatched. We contacted the customer and left several messages but never received a return call. Our after hour technicians are paid overtime rates from the time they leave their homes, to the time they return home, Wo are open to discussing a concession on needed repairs or replacement to offset the customers expense of having to pay for after hour service. We always strive to do what is right for the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,