Darr, Mack M Co Inc

Review: I contacted Mack Darr to do an annual cleaning and inspection of an oil furnace. The furnance had been working perfectly fine prior to this cleaning service. They sent out an inexperienced young technician who spent less than 10 minutes on the job. Approximately three hours later, the furance quit working. I contacted the company and they sent the same technician out to fix the problem. He replaced a part and assured that the problem was fixed. Approximately three hours later the furnace quit working again. The company was contacted and sent him out a third time. I overheard him on the telephone talking with another service tech asking how to fix the problem. He once again claimed it was repaired and left the house again. Within two hours the furnace shut off and we were without heat overnight. I tried calling the on call technician, left a message and no one returned my call. I called the company the next morning and asked for an experienced technician. They sent out another person who changed a second part and resolved the problem. I received multiple bills including 109.16 for the initial ten minute cleaning, a second invoice for 375.94 which included overtime charges as well as the cost of the first part that was replaced unnecessarily because the furnance continued to malfunction. And a third invoice of 319.80 for the second day repairs. I contacted the company and asked for the second bill to be refunded considering the problem was not fixed, an unnecessary part was replaced, and the overtime charges were unfair. After several weeks the company agreed to deduct one hour of overtime and one hour of labor from the second day bill leaving a total of 609.90 for what was supposed to be an annual cleaning service. Further the last conversation with a service tech resulted in "I will need to contact my supervisor to deal with you and he's on vacation for 2 weeks." I waited two weeks and never received a call. Instead I received a bill for the total amount 709.65 with a note "Collections, customer won't pay for part." I called the company back and said this is not accurate, as per our conversation on 1/19/16 I was waiting for the supervisor to return from vacation to make a decision about the accurate amount due.Desired Settlement: Paying 109.16 for the initial cleaning (even though it was haphazard and resulted in the furnace not working) is more than enough payment. Adding two additional days of service for a furnace that had been working perfectly fine is unfair, especially when parts were replaced that did not need to be replaced. I have paid the additional 500.74 to avoid any type of negative marks on my golden credit history but I would appreciate being refunded this payment.

Consumer

Response:

In response to complaint [redacted]1 with Mack Darr, I have received the total refund of 609.90. I see that the claim was closed because the company did not contact you. However in the letter I received from Mack Darr they attempted to mail you a check to forward to me but were unsuccessful so they sent me a certified check/refund directly. Just wanted you to have that update for your records. Thank you for your assistance. [redacted]