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Review: We called this company to get a quote on two issues in our home for repairs. we are selling our home and just need to give the buyers an estimated cost on how much the repairs would be. We had three heaters that were not working two were not turned on and one needed to be fixed also our hot water need to looked at. They repaired the one broken heater and tried to repair the hot water problem but were not able to. They did not contact us to let us know that they would be making any repairs or to let us know that they would be waiting in the home and charging us to see if the other two heater that they turn on started working which were labor hours that they charged to our credit card. We were charged 414.00 for work which we never asked to be done no one contacted us at anytime to say that they would be waiting to see if the heat worked or to let us know that they would be repairing or trying to repair anything else. When I called the company they were not willing to credit the labor and time that was spent waiting to see if the heat worked he wanted to credit us for the one finished repair and the part but not for the time the repair man spent waiting to see if turning them on worked. He said that they were there 3 hours and it only took 15 mins to make the repair. He told me that would should have asked for it to not go over a certain time frame but when all you ask for is a quote it should be understood that there should be no work done in the home unless approved first. He said this was a lesson learned but this should be something he knows you don't make repairs in some ones home and charge them before talking to them first.

Desired Settlement: He has told me that they will credit me for the part and a half hour of labor. I would like to credit back at least another hour for the time that he waited to see if the heat worked which was not asked of him. I would never not pay for work I had requested but I don't feel as though I should have to pay for work that was not asked for or approved by us.

Business

Response:

Business Response /* (1000, 5, 2013/04/24) */

The complainant's husband contacted us requesting a quote to repair two issues that the home inspector found at his property at [redacted].

The first issue was that the radiators in the front foyer, the kitchen and the bedroom over the garage were not producing any heat. He stated that he may have turned the valves to those radiators off and that should be the first thing we looked at.

The second issue was that the hot water turned cold before the bath tub was filled when the home inspector tested it.

I assured him that we could put the quote together for him in expedient manner since they were looking to close on the sale of the house, but that there would be charges involved. I quoted our standard rate of $165.00 for the first hour and $90 per hour after that and I advised him that I didn't know how long it would take. I advised him that it is our policy to charge the first hour, our minimum charge, to a credit card before dispatching a technician. We then confirmed which credit card he wanted to use. At this point the complainant's husband had a verbal agreement with our company.

I never spoke to the complainant when determining the scope of the work and the charges it involved.

When our technician arrived at [redacted] he noticed that the heat was not on in the house and he had to wait for the boiler to make steam before he could check either of the items in question because they were both generated by the same boiler.

Once the boiler was up to operating temperature, he was able to test the hot water at the bath tub and confirmed the home inspector's assertion that the temperature dropped considerably before the tub was filled.

The domestic hot water supply is generated by a tankless coil in the boiler and controlled by a tempering valve outside of the boiler. The tempering valve would be less costly and time-consuming part to replace, so he checked this first and found that it was operating correctly. Therefore; the problem was most likely the failure of the tankless coil. Replacing a tankless coil is an expensive and delicate job which can put the entire boiler at risk of damage, so the technician also examined the electrical supply to see if it could support an electric water heater. We quoted for both options.

Our technician found the valves on the aforementioned radiators either completely or partially off. He opened them completely, but had to wait until the steam came up at each radiator to know if this was the only problem or if there was something more involved. It was determined that only the valve on the radiator in the bedroom over the garage was not functioning. He had this part on the service vehicle and it took only minutes to replace it, so he did. In most situations this would have been the right call since it would save the customer from the cost of another visit for a relatively inexpensive part ($44.37) that only took 15 minutes to replace.

The complainant called and we discussed the job and the reasons for the charges stated above. I conceded that the repair to the radiator in the bedroom over the garage was not authorized and agreed in good faith to refund the cost of the part and a half-hour's labor. The complainant wanted more labor refunded, but I refused since this time was needed to determine if additional problems existed. I credited their credit card with the amount I had agreed to.

When I stated that I had "learned my lesson" from this experience I had been stating that "When discussing rates with a new customer, I should put them in writing so there is no misunderstanding." It had nothing to do with the repair, which I had already agreed to refund.

We are an upstanding company that prides ourselves in fair, reasonable work ethics. Providing quotes for repairs to heating systems are not cut and dry. It would be unfair to our customers and to ourselves to merely take a cursory look at their system and guess at what the problem might be. We diligently worked on this system within reason; provided the scope of the work required. We were putting our name and reputation on our assessment of the problems with the system and the corrective actions required to fix them. This took the time for which the customer was charged.

Consumer Response /* (3000, 7, 2013/04/26) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

No other settlement was offered

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Description: Oils - Petroleum, Heating Contractors, Plumbers, Sewer Contractors

Address: 2 Rachel Dr, Bozrah, Connecticut, United States, 06334-1149

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