Express Pro's Reviews (%countItem)
Express Pro's Rating
Address: 5015 Ward Rd, Wheat Ridge, Colorado, United States, 80033-1904
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+1 (303) 420-6992 |
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Technician from Express Pros showed negligence and poor quality service. While working on our furnace he fried our motherboard that runs the whole unit. He was working on other parts of the unit (gas valve, and ignitor) and when he disabled the motherboard by his own doing, and then proceeded to replace the motherboard without our approval. The technician was working on our furnace while we were not home, and the motherboard was working when we left our home. When we refused to pay for the new motherboard that he installed without our approval, and requested the old one back so we could get a second option, we were made aware that the old motherboard was disposed of and Express Pros needed to come remove the replacement motherboard right away. We were also told the cost of the new motherboard would be taken out of the technicians paycheck in an attempt to guilt trip us into paying for a unit we did not okay service on. We did not okay this work and the deposal of the old motherboard. The old motherboard was removed from our home and disposed of before we were able to discuss options with Express Pros. This left us dead in the water and without heat during a very cold week in Colorado. When we got two other opinions on our furnace, they were unable to give us a proper diagnostic of the problem due to the motherboard being removed. They also noticed poor workmanship and errors in Express Pros service and synopsis of the problem. Stating that the motherboard did not seem to be the problem and grounding wires were not in the correct location, and parts not installed correctly.This led to us having to replace the whole Furnace Unit. The technician did not clear this work with us beforehand, and we did not sign off on service to the motherboard. We feel that the technician was throwing parts at the problem which led to the motherboard being overloaded and fried. We contacted the business multiple times to speak with the owner or supervisor, and were never contacted by his supervisor or boss. They have not tried to resolve this ongoing problem.
Express Pros got a call on October 30th asking for help from Mr. saying "Customer Says heat is going in and out. They have a flight tomorrow at 2 so would like to get everything working before they head out of town" I then proceeded to schedule him for first thing on October 31st. Express Pros Certified Technician got to the home to discover that there were quite a few issues with the furnace and it was also over its life expectancy and was really showing its age and the fact that there had been no maintenance done to it. The Technician then told Mr. that if he wanted to try to fix his current furnace they could go through the steps to making it run properly and suggested that they began that with changing the gas valve and igniter. That this would just be the starting point and there could be more going on with it but had to switch these out first to complete the diagnostic process. Mr. and his girlfriend were in a hurry to leave and asked the technician if he would stay and do the job because they did not want the furnace not running while they were gone and have something freeze. The technician agreed to help them out and stay to do the job. He went through with changing the gas valve and igniter. Mr. called the office before he got on his plane and I explained to him that there seemed to be more work that would need to be done on the furnace as there were other parts failing. He told me that was fine and please just get it fixed and he would call again once he landed. After the technician found that there was also a malfunction to the motherboard and in fact had burn marks that made it unsafe to run he removed it. The technician then spoke with Mr. and explained that he stopped working on the furnace because it was going to be more cost efficient at this point to replace the furnace and did not want to assume that the customer wanted to spend the money on a new motherboard. Mr. said he appreciated that and asked for a quote for a new furnace. The technician told him the price minus the amount that had been agreed upon to fix the system to this point. The technician was trying to honestly save mr. money. Mr. at this point said ok lets replace it. Which system and the amount of money and the fact the work would be done Monday when they returned was all agreed upon on October 31, 2019. At this point the technician, even though it was very late, went to the supply house and got the new system for the customer and got rid of the old parts. All service and steps taken up to this point were all approved and appreciated by Mr.. Then on Sunday afternoon the technician gets a call that Mr.s girlfriend had decided that they did not want to move forward with the new system. So Monday morning when I spoke to Mr.s girlfriend and she informed me that they did not want to pay for any work that had been done I explained to her that Mr. who owned the home had agreed to the work completed and was sorry she was now not happy about it. I told her that I would not charge them for all the extra things done but that I would have to get paid for the new parts that were installed in the furnace. She said she would pay that amount and we would call it done. I then started to receive in appropriate emails from Mr.s girlfriend threatening me and the technician as well as Express Pros. She informed me that Express Pros needed to pay for Mr.s new furnace that he purchased from another company because we had removed the unsafe motherboard from the old furnace. I attempted several times to contact Mr. to discuss. I also responded to the emails received from Mr.s girlfriend explaining the situation to which I received from her "We do not want to be contacted again by you, given your responses throughout this whole experience it will likely only make things worse" . I tried several occasions to fix this issue and also tried to reach out to Mr. to fix this issue. The technician did what he was asked to by Mr. and also what he is taught in a situation where there is a dangerous component to a system that can cause a hazard. Which is why he took the motherboard out of the system.