Boulanger's Plumbing & Heating

Provided inadequate evaluation of heating system prior to purchase of new houseWe recently purchased our first home. At the time of our home inspection, the gas heating system was not working. The seller provided copies of an invoice for repairs completed on 2/26/13 and a letter of inspection dated 3/11/13 stating that Boulanger's inspected the heating system and that "the boiler seems to be in good working condition and the system is running adequately." Upon first attempt to use the heat, the boiler did not work. On 11/1/13 a service technician checked the system and concluded a new ignitor was required (this is the same repair itemized on the 2/26 invoice). After replacement of ignitor and departure of technician, the thermostat was lowered to shut off heat as it was a sufficiently warm day. After a few minutes the thermostat was raised to confirm heating system was working but again the boiler did not "fire up". Boulanger's was contacted immediately and the same technicians were sent back. We were informed that the ignitor would need to be replaced again and there were concerns the boiler would still not work adequately. I feel Boulanger's inadequate assessment of the heating system denied us the ability to negotiate with the sellers.We are now left with an nonworking heating system, the inability to negotiate with the sellers, and a $377.31 repair bill for a heating system that was not repaired!Desired SettlementWe are currently in the process of seeking out settlement optionsBusiness Response Our company inspected the heating system before the sale. At the time of inspection the system was found to be in working order. Our company cannot be held responsible for this older existing boiler. Boiler was only inspected to confirm it was working and it was. Home inspector can verify unit was working at the time of the sale of the home.

I was overcharged by $50 from the price that was quoted. Business failed to speak to me over the phone to discuss the issue.Below is a copy of the letter I sent to Boulanger's on August 29, 2013 after repeated phone calls. letter sent to Boulanger'sThank you for the brief explanation of the charges for the work I had done on August 2, 2013. As I stated during the phone call on August 12 questioning the amount of the invoice, when I called and made the appointment, I was told by the woman that answered the phone that the minimum labor charge was $142.50 for the first hour plus parts and materials. Additional hours would be billed at $95.00 per hour. The plumber repaired a sink drain which I supplied the part for. He arrived at 8:20 am and was gone by 9:00 am. Clearly, I expected to receive an invoice for $142.50. You could imagine my surprise when I received the invoice for $195.00. I called on Thursday August 8 to question the charges, and I was directed to leave[redacted] a voicemail. I left a detailed message and by Monday, August 12, I did not receive a return phone call. After calling back on August 12, and questioning the invoice, the man that I spoke with stated that he would need to pull the order and call me back. There was no phone call back, just the enclosed second invoice received in the mail 2 days later that states "This is what we charge to do a repair in Westfield - The pricing is FLAT RATE." Obviously, when I made the appointment the woman knew that the location was in Westfield; however failed to mention that there was any increase in charge. It is your employee's error about the charge, therefore enclosed is the payment amount that we originally agreed to.end of letterI paid the $142.50 as quoted and sent it with the letter. I received 2 invoices after that with "Balance Due $52.50" written on them. I finally received a letter in response on 11/25/13 (3 months later!) from [redacted], [redacted] that stated:"We did charge you the minimum rate of $142.50 for labor. However, there were still materials used such as silicone. We also have a fee for travel and fuel. I am sorry that our secretary did not outline this to you on your first phone call. This is why we 'flat rate' certain service calls."There was no Invoice enclosed, and I assumed as a general customer service they were going to waive the extra $52.50 charge since it was their employee's error. On 2/19/2014 (3 months later again!) I received a bill noting the outstanding balance of $52.50 plus a late charge of $5.10. Desired SettlementWaive the balance and late charge (total $57.60) due to their employee's error as well as their tardiness in sending invoices and responding to customers.

Dining room air handler (ductless AC system) broke in July 2012. Technician didn't come until September 2013 and did not fix problem. Bill for $1792.My dining room air handler (Samsung ductless AC system) broke in July 2012. A Boulanger's employee was unable to fix it but promised an estimate. I still had not received an estimate in summer 2013, so I called and left messages, etc. I finally received an estimate for a compressor in late summer 2013. A technician came on September 20, 2013. He was very confused; he could not determine which compressor connected to which air handler, he had me turning air handlers off and on, he ran around in my basement looking for something, etc. He suddenly started to work on something and did for several hours but left without fixing the problem, apparently after getting shocked. I received no documentation about a compressor (warranty info, etc.) and did not receive a detailed bill stating exactly what was done (was the system flushed, etc.). I do not know what was done, or if it was done properly. I received a bill for $1792, dated 9/24, with no apologies, explanations, or plans for future work (to fix the problem). Since then, I have spoken with an employee on the phone, who just told me to pay the bill. Another employee suggested a meeting but failed to come on the 2 days we had discussed (again, without apology or explanation).Desired SettlementSince I do not think that Boulanger's has a technician who is capable of servicing my Samsung ductless AC system, I would like for them to arrange for a Samsung technician to come to my house to check my entire system for proper maintenance and functioning. I am afraid of what may happen when I try to use the system again in the summer of 2014, with a possibly improperly installed compressor (if a compressor was indeed installed).Business Response We have tried to set up a meeting with myself, our [redacted] and the technician who did the work. Customer questioned why we wanted to meet with her. Customer has a difficult schedule to work around since we have three seperate employees who need to be present. We would be happy to contact Samsung and have a representative visit the house. However, we would like to be present so that we could explain the situation.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Boulanger's set up 2 meetings with me on 2 separate days and then did not show up for either meeting no explanation and still no apology. My "difficult schedule" is that my preference is a weekday afternoon not that difficult! I did ask what the purpose of the meeting was since it started as a meeting with me and 2 [redacted] and then became a meeting with me, a [redacted], and 2 technicians; I thought that maybe they were planning to repair the dining room air handler, but they wanted to "talk." I do agree with the idea of having a Samsung technician thoroughly examine my ductless AC system, since I do not believe that Boulanger's has been adequately maintaining it over the years, I question whether the compressor that they say was installed was installed properly (since the technician left after getting shocked), and my dining room air handler is still not working (after my initial request to Boulanger's to fix it in July of 2012)!Final Business Response We have contacted the Samsung local representive in order to have them look at the system. I am in the process of getting this scheduled. I just ask for a little more time in order to make this happen since this is not a regular request. Business Response business still attempting to get date with repConsumer Response I am the same person, with the same complaint, dated 11/18/2013. My dining room ductless AC broke in June 2012. I waited for 14 months, until August 2013, for an estimate. A technician came over to fix it in September 2013. Not only did he not fix my dining room air handler, but he didn't even work on it (in his own admission). He decided to work on my living room AC (which was not broken and which he did not have permission to work on). He left abruptly after having gotten shocked (which I found out by calling the office). So, he did not fix what he came to fix but instead broke my only other first floor AC. After that, Boulanger's had the nerve to send me a bill! They have hung up on me, set up meetings that they have not shown up at, and refused to answer emails. They agreed, through the Revdex.com and the state Consumer Protection Office, to arrange for a Samsung technician to come to my house to fix my system. It is 8 months later, and I am still waiting... Consumer's Desired Resolution:I want Boulanger's to at least cancel the bill so that I can go out and find a company who knows how to fix Samsung ductless AC systems. They should also offer to pay my bill for fixing the living room AC, an air handler that was working properly, which I had never complained about, and which Boulanger's did not have permission to work on.

Dishonest OrganizationHired Boulangers to perform hookup of gas dryer. Hookup required 1 hour and 15 of plumber's time and I am being charged $400. Quote before hookup was $140 for first hour and $90 for additional hour. Plumber had to purchase dryer vent duct (8 foot section) and tape. No way that total cost could be $400. Boulanger did not provide itemized billing. [redacted]Desired SettlementReduced billing and honesty. Plumber sent to my residence is complete [redacted] bag.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@boulangersplumbing.comWe are sorry that the customer is dis-satisfied. We have emailed him a complete break-down of what the job entailed. We are willing to reduce the price if the customer would like. However, we believe we performed what he wanted in good faith. Also, we take exception to him calling our service plumber a "[redacted] bag". This individual employee of ours has over 30 years experience as a plumber and is quite honest and thorough in his work.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)On Sept 17, I sent an email message to [redacted] of Boulangers Plumbing suggesting that the bill be reduced by $53 to account for the overbilling of time and the $13 charge for 6 screws. I have received no response to my proposed resolution of the issue. Either [redacted] did not provide this proposed resolution to the proper individual at Boulangers or the above response is both incorrect and insincere.Final Business Response We would be willing to reduce the cost of the invoice by $53.00. We are sorry the customer is not satisfied with the work we performed.

gas line repaired and needs permit from city so I can get my gas back on. Boulangers wont return calls and hasen't done permit/inspection in 2 weeks6/23/14 gas shut off by gas co.re tagged, (hot water heater and stove) found Boulangers and set up appt for 7/7/14 to replace gas hose to line on water heater and set up permit/inspection etc. they showed up and did repairs, asked up front cost and told around 250.00. finished and was told would call me when inspection set up, 1-2 days. 7/11 came home to bill for 430.00, not 250.00 as told, called and left msg about bill and when inspection due? 7/14. early am called about inspection, guy took msg and all my info.7/15 called again, left another msg with guy, said would call back. late day called again, woman took msg and said would call back.7/16 got voice mail 9:30 am. [redacted], says going to come today to get gas on, call me back, called back and again left msg with woman. never heard back again.7/18 got another voice mail from [redacted], says came by other day and was wondering if gas was back on? again called back as well as he left cell number, left msg on that as well as office woman.found out from tenant that someone was here, in my house, unknown to me and was clanging around in the basement for 15-20 mins. no permit seen. called police about B&E possibilty. they said under the law that is a B&E.7/21 called city plumbing inspector, no permits pulled etc as of today. called Boulangers again, asked to talk with [redacted] gave both my work and cell again. said would have call when got back. never heard anything. again heard nothing.my water heater has been off as well as stove for a month at this point. they just need to get permit and inspection done. want to know why and what they did and why they feel they can just come into my house when not home as well? Police said can file report if necc. tried to get answers many times and getting nowheres.Desired SettlementNeed permit for work pulled, inspection and explain why bill is 200.00 more than told as well as what person was doing in my house when not home wed 7/16/14Or forgive bill and ill hire someone who will communicate with customers and complete the work in timely manner.Business Response We responded to the call in a timely way. we have applied for a permit with the city. we intend to complete the job. all costs however are legitimate.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was at plumbing inspectors office this morning and as of then there has been no permit pulled or applied for. He offered to call your office and did. maybe now you have applied? repair was done over 3 weeks ago, yes in timely manner but no permit, no inspection = no gas for me and no stove or water heater for 5 weeks now. ive left many messages many times and been told someone would call me back and never happens. including the [redacted] who did apologize, said hed look into it and call me back by 10 am the nxt day, that was one week ago today and still waiting. Ive never seen any business treat customers this way, All someone has had to do is call me back with a time or reason etc. I was told 250.00 for repairs.

The company overcharge the tune-up of air-conditioning system. It takes 1 hour and 30 min. But charge $285 for labor.I hired them to do regular tune-up of air-conditioning system. First they do not call ahead of time. They called you 20 min before they show up. Then, they spend more than half hour to just put cover back up (a simple task). They finish whole thing in about 1 hour and a half. Then they idle their car on your driveway for long time. For all those time they spent, they charge you for labor time. I paid $200 for labor, that I think will cover more than your labor time. I write an explanation for why I paid that much for labor. They have no response, but keep sending me bill.Desired SettlementI am requesting to reduce the bill for $85 labor fee.