First Call Heating & Air Conditioning

We bought our home about years ago I inspected the furnace installed in the garage and could see the venting was obviously done incorrectly I contacted the reality agent about the furnace installation We agreed I would get a professional furnace service company to evaluate and provide a quote for fixing the installationI assumed the previous owner either installed or contracted someone else to install it I contacted First Call heating, they did not install furnace originally, but they were willing to send someone out to inspect and provide a quote to fix it I reviewed the quote with the previous owner and they agreed to cover the cost First Call came out and fixed the problem and billed me and I paid them and received payment from previous owner Professional service at a reasonable cost It’s been years now and no issues!

Initial Business Response / [redacted] (1000, 9, 2014/04/24) */ We received a call from [redacted] in November indicating that she had venting icing up in her home and requested us to come to investigate the issueAs with all customers, we informed [redacted] of our charges, including a trip charge along with our hourly rateUpon arrival the technician noted that [redacted] required a new board and hot surface ignitorAs the board for her particular unit was no longer manufactured the technician had to utilize a conversion kit and install an alternate boardThe cost of the conversion kit and new board was quite substantial as was the labour to put her furnace back in proper running order [redacted] was informed of these charges as the technician continued to work on her furnaceThe technician was at her house for hours making the required repairs and during this time the customer was openly hostile to the technicianThe technician called one of the owners of First Call, ***, and asked him to come to the home as [redacted] was making him very uncomfortableAfter [redacted] arrived, he offered a payment plan to the customer to cover the billAt that time the technician completed his work, billed [redacted] and received payment of $on a bill that was over $ [redacted] came to our shop days later and paid the balance In March [redacted] came into our shop and presented her letter to ***, a co-owner, of the company [redacted] is not a new manager and has been an owner since the business has been in operationIn the letter and in person, [redacted] indicated that she had another problem with the furnace and she had another heating company out to investigate [redacted] reviewed the invoice with [redacted] and upon initial inspection thought that the labour charges seemed rather high but needed to discuss with the technician who completed the workAt that time, [redacted] made an appointment with the customer to go to her home to investigate the allegations made by the other heating companyUpon arrival, [redacted] found that First Call's technician wired up the board correctly and that the work he did was very detailed and it warranted the hour labour charge [redacted] deemed the charges as fair [redacted] Initial Consumer Rebuttal / [redacted] (4200, 15, 2014/05/13) */ Dear Revdex.com, I have no inclination to continue this pointless discussion with First Call Heating and Air Conditioning, [redacted] "( I )called in November indicating I had some venting icing problems [redacted] I phoned because my furnace had quit and my house temperature had dropped to the 50's [redacted] First Rate told me [redacted] they would have to come out to assess the problemThey told me their hourly rates and an estimate to the time they would come I was told by the technician that the mother board needed replacingHe then informed me that they couldn't carry every part in their truck (even though he was aware of the make, model and serial number, as well as the gas man's estimate that it was an ignition problem.) He would have to contact his office and have them pick up the needed equipmentNever was I informed that this unit was "no longer manufactured" and that they would need "a conversion kit" to install it While we waited (and the cost of my bill climbed) this technician also informed me that my furnace was old and should be replaced soon [redacted] I understood I had a top of the line furnace which was only 7-years old!! Here I was repairing something that soon would "crash" on meHe also informed me that my motor sounded rough and probably should be changedWhen the mother board arrived he didn't have the proper tools to insert it and had to make a trip to [redacted] to get the right toolThe clock keep ticking my bill upI was "openly hostile" by this time, even though I had been very grateful when the technician had first calledAfter consulting with the company, they agreed to delete the time it took the technician to go to [redacted] As an aside, the motor is fine even though I decided not to have it changed as recommended!! In four months my furnace quit again [redacted] First Call states their technician "wired up the board correctly"[redacted] When I went to First rate to tell them my complaints I was told by [redacted] that [redacted] he didn't know the case but would look it up and get back to me [redacted] What I wanted most was a simple acknowledgement of the error, an apology and being informed that the technician would be told his error [redacted] told me he would reimburse me for one hour, but first wanted to have a look at the furnaceI accommodated him and he left with no apology, no reimbursement [redacted] Thank you, [redacted]

I had a new *** high efficiency installed by *** *** on Feb 2010, within months of the new furnace being installed, First Call Heating bought *** *** I contacted First Call Heating with a problem of no heat on Nov their response was, they didn't install the furnace, to which I responded, it's not an install issue Begrudgingly they came out On Jan 2012, I again had a no heat problem, contacted First Call, in their invoice they are concerned about billing, no concern about a second time of no heatFeb again, no heat, again concern about billing, not the consistent failure of the furnace Jan 2016, no heat Oct 2016, no heat, I contacted First Call on Oct 2016, speak to a weekend technician, read him the error code, same problem as Feb 2015, and Jan He said he would call the office and make an appointment to come out, would call me back Called me back and said that because of a past history of payment issues I would have to call the office Monday morning and provide my credit card # before they would make an appointmentOn Oct I called the office, I was told that I complain about the service and labour charges, and don't want to pay, my tone is angry and frustrated, they are not able to fix the furnace, and I'm not happy wth the service, and they don't know why I call them for service * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Yes I'm angry and frustrated, who wouldn't be, as you can see, my furnace stops working always in the winter months, usually on a weekend where on call rates apply, and First Call Heatings concerns are about service and labour charges! I was also advised I lodged a complaint about them with ***, which is quite serious, and again told we don't know why you're calling us It was then stated again that they would come out, only if I provided my credit card #, and that I would not refute or take issue with any of the chargesI was then given the names of alternate furnace companies to contactIt is evident that First Call Heatings concerns are about service and labour charges then trying to fix the problem On Oct I contacted *** consumer affairs, and they agreed that First Call Heating is more concerned about collecting service and labour charges than finding out what is causing the problem

We bought our home about 4 years ago. I inspected the furnace installed in the garage and could see the venting was obviously done incorrectly. I contacted the reality agent about the furnace installation. We agreed I would get a professional furnace service company to evaluate and provide a quote for fixing the installation. I assumed the previous owner either installed or contracted someone else to install it.
I contacted First Call heating, they did not install furnace originally, but they were willing to send someone out to inspect and provide a quote to fix it. I reviewed the quote with the previous owner and they agreed to cover the cost. First Call came out and fixed the problem and billed me and I paid them and received payment from previous owner.
Professional service at a reasonable cost.
It’s been 4 years now and no issues!

Initial Business Response /* (1000, 9, 2014/04/24) */
We received a call from [redacted] in November 2013 indicating that she had venting icing up in her home and requested us to come to investigate the issue. As with all customers, we informed [redacted] of our charges, including a trip charge along...

with our hourly rate. Upon arrival the technician noted that [redacted] required a new board and hot surface ignitor. As the board for her particular unit was no longer manufactured the technician had to utilize a conversion kit and install an alternate board. The cost of the conversion kit and new board was quite substantial as was the labour to put her furnace back in proper running order. [redacted] was informed of these charges as the technician continued to work on her furnace. The technician was at her house for 4.5 hours making the required repairs and during this time the customer was openly hostile to the technician. The technician called one of the owners of First Call, [redacted], and asked him to come to the home as [redacted] was making him very uncomfortable. After [redacted] arrived, he offered a payment plan to the customer to cover the bill. At that time the technician completed his work, billed [redacted] and received payment of $500 on a bill that was over $1100. [redacted] came to our shop 9 days later and paid the balance.
In March 2014 [redacted] came into our shop and presented her letter to [redacted], a co-owner, of the company. [redacted] is not a new manager and has been an owner since the business has been in operation. In the letter and in person, [redacted] indicated that she had another problem with the furnace and she had another heating company out to investigate. [redacted] reviewed the invoice with [redacted] and upon initial inspection thought that the labour charges seemed rather high but needed to discuss with the technician who completed the work. At that time, [redacted] made an appointment with the customer to go to her home to investigate the allegations made by the other heating company. Upon arrival, [redacted] found that First Call's technician wired up the board correctly and that the work he did was very detailed and it warranted the 4.5 hour labour charge. [redacted] deemed the charges as fair [redacted]
Initial Consumer Rebuttal /* (4200, 15, 2014/05/13) */
Dear Revdex.com,
I have no inclination to continue this pointless discussion with First Call Heating and Air Conditioning,[redacted]
1. "( I )called in November 2013 indicating I had some venting icing problems . [redacted] I phoned because my furnace had quit and my house temperature had dropped to the 50's. [redacted] First Rate told me [redacted] they would have to come out to assess the problem. They told me their hourly rates and an estimate to the time they would come.
2. I was told by the technician that the mother board needed replacing. He then informed me that they couldn't carry every part in their truck (even though he was aware of the make, model and serial number, as well as the gas man's estimate that it was an ignition problem.) He would have to contact his office and have them pick up the needed equipment. Never was I informed that this unit was "no longer manufactured" and that they would need "a conversion kit" to install it.
3. While we waited (and the cost of my bill climbed) this technician also informed me that my furnace was old and should be replaced soon. [redacted]I understood I had a top of the line furnace which was only 7-8 years old!! Here I was repairing something that soon would "crash" on me. He also informed me that my motor sounded rough and probably should be changed. When the mother board arrived he didn't have the proper tools to insert it and had to make a trip to [redacted] to get the right tool. The clock keep ticking my bill up. I was "openly hostile" by this time, even though I had been very grateful when the technician had first called. After consulting with the company, they agreed to delete the time it took the technician to go to [redacted]. As an aside, the motor is fine even though I decided not to have it changed as recommended!!
4. In four months my furnace quit again [redacted] First Call states their technician "wired up the board correctly"...[redacted]

5. When I went to First rate to tell them my complaints I was told by [redacted] that [redacted] he didn't know the case but would look it up and get back to me. [redacted]
6. What I wanted most was a simple acknowledgement of the error, an apology and being informed that the technician would be told his error. [redacted] told me he would reimburse me for one hour, but first wanted to have a look at the furnace. I accommodated him and he left with no apology, no reimbursement [redacted]
Thank you, [redacted]

Revdex.com:
At this time, I have not been contacted by Revelry House regarding complaint ID [redacted].
Sincerely,
[redacted]