Francis Plumbing & Heating Reviews (%countItem)
Francis Plumbing & Heating Rating
Address: 174 Colonnade Road, South Unit 25, Ottawa, Ontario, Canada, K2E 7J5
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FRANCIS CLIMATECARE COMPANY WAS CALLED TO PROVIDE PRICING QUOTE FOR SIMPLE GAS LINE TO BBQ CONNECTION. THIS WAS A HOUSE WE JUST PURCHASED MERELY DAYS BEFORE. AFTER WAITING FOR WEEKS THEY SHOWED UP AND COMPLETED THEIR QUOTE.I AGREED AND PAID THE DOWNPAYMENT FOR THE WORK ORDER. I WAS INFORMED THAT A GAS TECHNICIAN WILL BE INSTALLING GAS LINE TO BBQ WITH A FEW WEEKS. 2 GAS TECHNICIANS ARRIVED TO INSTALL A SIMPLE GAS LINE TO BBQ. THEY STARTED TO ARGUE WITH EACH OTHER, AND AFTER ABOUT AN HOUR AND A HALF (APPROX 90 MINUTES) THEY CONCLUDED THEY WOULD NOT COMPLETE THEIR INSTALLATION. I WAS TOLD THAT EVEN THOUGH I HAD PAID A DOWNPAYMENT TOWARDS THE CONTRACT, THEY REFUSED TO PERFORM THE WORK.
I HAD WAITED ALMOST 4 WEEKS AND HAD PAID A DOWNPAYMENT BUT THE TECHNICIANS DECIDED TO CANCEL.
WE RECEIVED MAIL FROM *** OUR GAS COMPANY THAT WE HAVE A GAS VIOLATION AND THAT THE GAS WILL BE TURNED OFF AT OUR HOME IN LESS THAN A WEEK UNLESS WORK IS PERFORMED TO RECTIFY UNKNOWN VIOLATION THAT WAS NEVER EXPLAINED TO US.
The red tag was required by law - natural gas is a dangerous substance and the rules around it are very strict. Our company policy is always to remain in compliance with building codes and all legal requirements. Since *** was unhappy with our services we refunded him 100% in full as per our 1 Year 100% Customer Satisfaction Written Guaranty. We take customer satisfaction and safety very seriously. This has been settled.
Complaint: ***
I am rejecting this response because:
the company had the site inspected. They quoted a price then made me wait a few weeks. They showed up to perform the job. They argued in between themselves as whether to complete the work for over 2 hrs. Instead of correcting the issue they decided to have a red tag placed which would shut off the gas to our newly purchased home which we hadn’t moved into yet.
Sincerely
We take full responsibility for the actions of our employees and since we were unable to resolve the customers concerns within a timely fashion to their satisfaction they were refunded in full as per our 100% Customer Satisfaction Guaranty. They have already received their refund.
I would like to thank *** for being such a good technician on your team. We had a lot of problems with our furnace last winter. The part had to be ordered from Toronto. They didn't think it would come in before Monday. It arrived on Friday morning and *** had the afternoon off because of all the hours he had worked because of the extremely cold weather. Before he left work that day he brought the part to our house and installed it. I really appreciated that as we had hot water heating. Also I would like to say how good Francis Plumbing was to give us five heaters so our pipes did not freeze.
Shirley P.
Thank you very much - it truly is a pleasure having you as a customer and neighbour!
I would like to highly commend Francis Plumbing's installers *** for the hard work and long hours they put in to install a new new boiler in our *** home. They did a great job and were so nice and considerate along the way. We're very pleased with the whole operation, and feel secure that our house will be warm this winter. Thank you, Francis!
Thank you for taking the time to write a review - it was such a pleasure to work for you. I will be sure to make sure each technician receives acknowledgement for their job well done. Thank you again for your business.
We contracted with Francis to install a backwater valve under the City's Protective Plumbing program. The work was carried out on time and to the satisfaction of the City inspector.
Throughout it has been a pleasure dealing with Francis. The installation team of *** and *** were efficient and knowledgeable and took time to answer questions. They were a pleasant team to have in the house and took steps to minimize the impact of the drilling and digging they had to do!
Of course they need effective office support and that was certainly there throughout. There was a certain extra amount of paper to produce for the City's rebate program and the office personnel were very helpful on that front.
All a very satisfactory experience.
We really appreciated the opportunity to serve you. Thank you most kindly. I will make sure our plumbers receive acknowledgement for their job well done as promised.
Service of the boiler they installed has been unacceptable.
I have a *** Boiler (for hydronic radiant floor heating) in my home which was installed about eight years ago by Francis Heating and has required emergency servicing by them on average twice a year.
The symptoms were always related to intermittent hard lock-outs (Error 02) and the contractor had difficulty pinpointing the source of the problem.
After repeated resets by myself the boiler would cycle normally again.
Basically the boiler's unreliable nature could not be trusted so I had a forced-air furnace installed as a backup.
The Error 02 hard lockouts were occurring approximately 5 or 6 times a heating season.
This year was no different, I had a couple of Error 02 which cleared with repeated resets by myself.
On Feb 2nd the boiler began to show Error 28 (Blower Control)
I called Francis on Feb 5th. The *** arrived, shut down my boiler and told me I needed a new Control Board ***.
I asked if they were positive that would fix the problem and they assured me it would.
I was billed $146 for the call and quoted $1,570.00 for the replacement control board.
I heard nothing for ten days so I called and was told their *** was not available and had not left instructions.
At this point they emailed me the written quote for $1,570.
I gave them a 20% deposit of $314 and advised them it should be understood that if this control board does not remedy the problem it shall be returned and my current control board reconnect whilst conducting further investigation.
A week later I still had not heard from them so I contact them on Feb 21st to inquire.
I was again told their *** was not available (***)
February 26th they contact me to tell me the part had arrived and their service *** could install it the next day.
Feb 27th the service *** arrived... replaced the control board reset the system and while I was in attendance the control module showed Error 28 again.
The *** again shut down the boiler.
They re-installed my original board and have not been answering my emails or calls.
Initial Business Response /(1000, 5, 2018/03/15) */
***
I'm surprised you did not contact us directly to resolve this for you but as per our customer satisfaction guaranty we would be happy to send over our licensed *** to perform ONE free diagnostic to assess if there are any further issues that need to be addressed.
If we discover issues due to a faulty part then we will notify the manufacturer to provide the parts needed, if the warranty is expired then we will provide you with a written quote to replace any parts as needed.
Our company policy is always about customer satisfaction. I will ask our dispatch *** to get in touch with you today to arrange for the free diagnostic.
Initial Consumer Rebuttal /(3000, 7, 2018/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The *** response sounded like a formulated response template and did not seem to pertain to my initial Revdex.com submission.
There was no mention of anything related to my dealings.
I cannot understand why the *** said they were 'surprised that I did not contact them directly' on March 15th.
I had indeed sent emails on March 9th and again on March 12th asking for a status update with no response.
This, after over five weeks with no functioning boiler, erroneous diagnostics and repeated enquiries from me into the status of my product servicing only to be given apologies for the absence of their service *** who apparently had not left instructions regarding the boiler condition nor the fact it had been shut down.
It should have come as no surprise that I made further enquiries with respect to the reliability of the ***.
The *** has since responded (March 19th) and has promised a part availability and will schedule a service call to replace the part which I had suspected and advised was at fault during that first service call on Feb 5th.
I will update this Revdex.com report after the part has been successfully replaced.
I do have a back-up heating source but that should have no bearing on the fact that it has been six weeks since my main heating system boiler has been shut down. I'm curious as to what steps would have been taken had I had no other source of heat during this time.
A client's satisfaction for a product repair should be based on the product servicing and not the predicament.
Final Business Response /(4000, 9, 2018/03/21) */
The part requested by this customer has been ordered and the work is scheduled for when the part arrives as per the customers request. We have been out multiple times for this unit with the phone support of the manufacturers tech support. Any parts we recommended replacing were done on the advice of the manufacturer.
Alas we have no control over the manufacturer of these products - but we do fight on behalf of the customer to get the manufacturer to take responsibility for their products and their recommendations dictated by their tech support team. We will continue pushing the manufacturer for results.
Please note the products we sell are based on reliability, past history, price and quality. *** has had a great track record and has proven to be a reliable boiler over the last 20 years that we have been installing them.
This is the first time we have experienced issues with this manufacturer - but if they fail to provide reliable equipment for our customers we will not offer these products going forward.
On a personal note had this homeowner been without heat temporary portable heaters would have been provided at no charge (as per our company policy) so the homeowner is never without heat while we fight on behalf of the consumer with the manufacturer to get this resolved.
We appreciate you working with us on resolving this matter and your patience is greatly appreciated.
Final Consumer Response /(2000, 11, 2018/03/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Apology and courtesy accepted.