Garber Heating & Air Conditioning, Inc.

Brent has called the customer and explained/listened to what the tech told him & what the customer told him. [redacted] & Brent came to the settlement of $294 that is being mailed on CHK# 29250. Both parties agree the TXV could have been the issue as well (or possible issue in the near future) but...

from the info provided they could not guarantee that was the sol issue.

Initial Business Response /* (1000, 5, 2016/03/02) */
On 2/10/2016, one of our service techs was getting lunch and was confronted by [redacted] in the parking lot. [redacted] told our tech that he had purchased an inducer that was getting noisy on his furnace, our tech stated that an inducer was...

something we could definitely handle if that was the only problem but he would have to call the office to schedule the service. Later that day, [redacted] did call the office to schedule for the following morning at 7:30a. When our tech got there on 2/11/2016, he found that there was more to the repair than just the inducer. In fact, it was an entire assembly upgrade for a unit that was 12+ years old. Our tech stated that [redacted] would be better off looking at replacing the furnace than trying to mess with repairing the inducer, board, ignitor & wiring harness; but he would try if he wanted us to. [redacted] asked him to go ahead & see if we could fix it since the furnace does work but the squeaky noise was annoying. Our tech disassembled the old inducer & unwired the assembly portion that was being replaced then installed the new assembly/upgraded wiring harness. When he went to test cycle the furnace, the unit started up but the transformer blew. He did not have the correct transformer with him and told [redacted] that either him or another tech would come back out later that day. When tech2 got there late morning he replaced the transformer and rechecked the wiring with the upgrade assembly diagram plus called tech support to verify before starting up the furnace. The furnace wouldn't start and tech support verified again the wiring was all correct but there might be an issue with the assembly itself. Tech2 relayed the info that the assembly could be the wrong one & [redacted] went to Midwest Parts to confirm. [redacted] confirmed that it was the correct part but it was an upgrade that has a different wiring harness than the old version. Tech2 came back to our office to explain all this to the service dispatcher & see how to proceed from there. We called Midwest Parts & spoke to [redacted] and they stated that when [redacted] first came in, they tried to deter [redacted] from buying the parts himself because of the price. After hanging up with [redacted] called our office venting his frustration out on [redacted] and yelling at her. [redacted] stated that she would try to see what she could do about possibly getting another tech out there to take a look at the furnace or if they didn't want to spend the money on repairs, get one of our estimators out there. Both offers were declined by [redacted] , stating that we promised that the inducer would fix it. A little while later [redacted] called in to apologize but was disappointed that we didn't fix the furnace. [redacted] apologized to him and stated that tech1 explained in the parking lot that if the inducer was the issue it wouldn't be a problem but there could be additional issues. When he got there, it was a complete assembly upgrade which is completely different than swapping out an inducer. [redacted] told her that they had someone else coming first thing in the AM tomorrow to take a look at. [redacted] apologized about the confusion but [redacted] stated she would refuse to pay the bill [redacted] would be sending. If we insisted on billing them that she would take this case to the Revdex.com. We confirmed with Midwest Parts again their story vs. Garbers vs. [redacted]'s; and they stated that [redacted] had come in multiple times before actually purchasing the upgrade assembly. To them paying over $600 for an annoying noise seemed excessive but did sell the part to him regardless. As of today 3/2/2016, [redacted] has NOT billed out the [redacted]' and in fact will be writing off their entire bill of $688.61 for labor, transformer & misc. wiring pieces. The fact that the upgrade assembly was installed & is still installed and running, [redacted] does not feel it is necessary to reimburse $600 for the assembly. Finally as to the allegations against [redacted] for "tampering with the unit so it was non-functional in attempt to get us to purchase a new furnace", would that kind of a company hold an A+ rating with the Revdex.com for several years? [redacted] does our best to provide 100% customer satisfaction and has held high standards with the Revdex.com, GAOI, Ameren ActOn Energy, factory manufacturers and our clients for almost 45yrs. It has been an unfortunate experience as we have many customers that call in to express their appreciation with our services.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"The fact that the upgrade assembly was installed & is still installed and running, Garber does not feel it is necessary to reimburse $600 for the assembly." This statement in your response is false as was noted in my complaint. Comfort Specialists came to fix what you did not install correctly and included this information on my invoice. "Another service company had tried to install upgrade kit for furnace but, furnace is still not working. Found ignition control board shorted and there were several re-wiring mistakes that had to be corrected. Replaced the board and replaced the add-a-wire control, they were both bad. Also checked wiring harness and made corrections as needed. Furnace is working properly at this time." According to the technician only part of the upgrade assembly is still installed because the control board and wiring had to be replace due to being installed wrong by Garber and consequently damaged. I am glad that Garber does not intend to bill me for making my furnace inoperable, but that does not excuse the fact that they left me with a non-functioning furnace and a damaged part. Whether it is excessive to change a noisy part on a furnace is subjective, as we are the ones who were living with the noise and it was us who were paying to fix it. There is no excuse for the service that we received, and saying that [redacted] holds an A+ rating with the Revdex.com makes no difference in the matter. I am highly disappointed in the [redacted] company, their lack of customer service, and their inability to apologize when they have made a mistake.