Gentry Service Group Reviews (%countItem)
Gentry Service Group Rating
Address: 100 Buckeye Access Rd, Swannanoa, North Carolina, United States, 28778-2933
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+1 (828) 581-0081 +1 (828) 686-6374 +1 (828) 686-6375 +1 (828) 274-8668 |
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Gentry installed parts that failed within 3 days and will not fix the faulty part without charging me again.
A little over three weeks ago, I was nearly out of heating oil and had started using Kerosene in the place of bio fuel in my tank. One night before family was scheduled to arrive, the heater stopped working. I called a tech to come and fix the system. Gentry charged me over $500 for this. I asked him why the pump froze and he said using bio fuel had ruined the pump so when I got the tank filled, I used regular heating oil instead. A little more than a week after he "serviced" my system, the pump froze again. Chris, the tech, came back out and told me that bio fuel had ruined the pump. The system had run a total of 3 times before quitting. The tank and lines are two years old. I told him this and his response was that what little bio fuel was in the 10ft lines caused it to seize. I told him it must be a faulty pump but he insisted on telling me anecdotes of other customers that had pumps replaced 4 or 5 times in a year (at full cost). I called their office and spoke with Tony. He was about as helpful, telling me stories instead of taking responsibility for their work. They now want to charge me an additional $250 to put in another $80 pump. Great. I wish I had known that they don't warranty their work before calling. Today (4/15) Mike Y called me saying he didn't think it was fair that I was upset and repeated the same story of bio fuel killing my system. When I told him that the only biofuel that MIGHT be in the system was in the few feet of line, he said that Blue Ridge Biofuels gave me the wrong oil out of spite for his company. I also took pictures of the pump (which is pretty beat up for a new pump) and sent them to him. He inferred that I was the one who did this to the pump. I believe people should know that this company does not stand behind their work and will install faulty parts in your system then charge you for more parts and labor. Mike, Chris and Tony are all blindly using the excuse of "biofuel eats pump gaskets like acid" to wash their hands of making sure these parts work. 3 Days. There's no way that this fuel that I've been using for nearly a decade is going to eat through a pump in 3 days. These guys all seem very nice, but I believe them to be practicing very bad business practices by blindly putting every pump failure under the category of "Biofule did it" and running away.
Come back and replace the faulty part at no additional cost.
(the customer) had *** Service Group come to his home to look at his oil Furnace that was not working when our technician arrived at his home. The pump on the burner assembly had stopped working. We ordered a new pump and installed the pump on a different visit to his home. Mr. told our technician that he had been using biofuel for his oil furnace but he said that he just filled the tank with K1 fuel oil. Our technician told Mr.M*** that because he had used biofuel in his tank that there would be no warranty on the pump. Biofuel has acetones that break down the lubricants in fuel oil, which causes rubber gaskets to harden and then cause pumps to seize up (lock-up)which is exactly what happened. This is the reason Gentry doesn't warranty oil pumps on systems that have used biofuel.
I called Mr. M and explained again why we do not warranty pumps on systems that have had biofuel in them on 4/15/20. We will not replace the part at no cost. The customer threatened to use social media and "any other means" to hurt our company. Please consider our 30+ year, stellar record with the Revdex.com.
(The consumer indicated he/she DID NOT accept the response from the business.)
Quotation marks mean that you are repeating in their exact words. I've never said "any other means". What does that even mean? I told them I would let my neighbors know how their company treats customers so no one else has to go through this. This is not good customer service or a good business practice. Common sense would tell you that even IF I had run biofuel through my system after the repair (which I didn't) there's no way that the ethanol, butanol or methanol would eat through a pump gasket in under a week. They wash their hands of responsibility when they have just enough information to be dangerous.
If the pump gasket was completely deteriorated, what would the symptoms of this be? How would the pump react? Is that what this pump is doing? NONE of these questions were asked by ***'s techs or it's General manager, *** Young. When *** called me he not only inferred that I was the one who damaged the pump but then claimed that Blue Ridge Biofuels had lied to me and filled my tank with bio fuel instead of what I ordered.
I want my community to know how they treat their customers before they throw away their savings. My family had to live in discomfort because of their lack of pride in workmanship. Maybe they were reputable 20 years ago, but times change and so do people and the companies they run. They should do the right thing. That's all I ask, for a company that I pay my hard earned money to, to do the right thing.
We feel we have done nothing wrong in this situation. Our technician did explain at the time installation that we could not warranty oil pumps where bio-fuel had been in the system. We have had many years of experience on this issue and our conversations with the client were to help clarify some known issues we have had that has lead us to our policy regarding oil pumps and bio-fuel. However, in the interest of goodwill during these unprecedented times, we will refund to the client the price paid for the pump on March 10th. We take incredible pride in our work, relationships with our clients and our excellent standing with the Revdex.com.