H & B Gas Services

Review: We have had this same company, H&B Gas Services, come yearly, to clean and service our gas heating stove, since we bought it new from [redacted]. H&B Gas was hired to install and service our unit. On 3/20/15 they were called to our house to repair the unit, and ended up removing the original thermostat, and replacing it with a plastic one, that they set on the floor, in the back of the heater, and RAN WIRES INTO the heater! On 3/21/15, we called H&B back to our house, because the heater was not heating right. They came and exchanged remote controls, and said, "that we didn't know how to operate a 3 button remote control", then left. On 3/23/15, we woke up to a heavy smell of gas in our house. We called H&B to come quickly to address this serious issue. They finally returned on 3/26/15, walked into the house, looked at the stove, shut it all down, went outside and came back in with 150 dollars, handed it to LaDonna, gave her a nasty look, turned and walked out of the house, slamming the door behind them, and, not saying a word about what they found. 2 calls to them ended with them hanging up on us! Fearing for her safety with the stove, LaDonna called another propane company to come and look at the stove, and what they found was a stove that was missing parts, dirty and in horrible condition. (Again, we paid H&B, 185 dollars a year, to come and clean and service our stove, so the poor condition of it lays completely on them. H&B Gas Services were the sole maintainers of our stove, since they installed it.) LaDonna age 84 and Levi age 89 (who just passed away), are senior citizens, who were trusting H&B with their safety, whom got nothing but a company, who were taking advantage of them, coming yearly, charging them money, and simply not doing a thing in maintaining their heating stove. LaDonna has all receipts of every service call, plus, a paper from the other propane company with the details of what they found, and the horrible state of the stove.Desired Settlement: We would like this situation resolved by having H&B Gas Services LLC pay for a new propane gas heating stove and installation, installed by another company. Or, we would like a cash settlement. This company's neglect could of resulted in a house fire or worse, the death of my elderly mother. We will settle for nothing less than a new installed stove.

Business

Response:

H&B Gas Service did not actually install the stove purchased from [redacted]. Previous years Mr. [redacted] was at home when service was performed. March 20, 2015 Mrs. [redacted] called and requested a service call on her free standing unvented unit, she stated to check the blower and remote. Upon arrival Mrs. [redacted] was advised the blower would need to be replaced, and also batteries in remote had released acid causing damage to remote. At that time Mrs. [redacted] had authorized to replace the remote, which was not a wall thermostat. The new receiver box for the remote control was set on the floor which is commonly done to keep from overheating, and which wires are attached to the remote receiver to be attached to the gas valve to open an close for burner to light. I did receive a call from Mrs. [redacted] on 3/21/15 saying her son claims remote was not working. I did return to the home that day at no charge to her. Upon arrival Mrs. [redacted] was not at home and the son was there. I instructed the son proper use of the remote, since he was not there the day of install. I have documentation that he signed that everything was working properly. It was noted that a call was made concerning and odor not stating it was an emergency, at that time proper instructions were given to shut the unit off. Please note any unvented appliance will put off an odor. I returned to Mrs. [redacted] on 3/26/15 to accommodate her schedule, cut the unit off at the supply line, removed the remote and advised her to contact another company to have the unit replaced since the blower was bad. I refunded the $150.00 for the remote, which at that time Mrs. [redacted] was home and signed. I will refund the service call of $185.00, but once again, I did not sell or install the heater.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.] It would be too easy to except this token offer of 185 dollars, but that offer is just looking at the horrible customer service that you gave my parents JUST THIS YEAR. (2015) If you've been doing your yearly job of cleaning and maintaining their stove, how could it be in such bad condition? (See attached document from The Freon Doctor) Whether or not you were or weren't the ones who installed it, you are the ones who have been coming yearly to clean and service their stove. According to the Freon Doctor, my parent's stove is missing parts, the censors are dirty and corroded, the unit is in bad shape, and the stove looks as if it hasn't had real maintenance in a while. (See Freon Doctor's document) What it does look like is a stove that has been neglected for years by a company who has simply been coming by yearly, collecting money for service and not doing a damn thing to the stove. In today's terms, I think it's called "Taking Advantage Of Senior Citizens." My dad, who recently passed away, was a public servant, as a police officer, who was as kind a man as they come, but his kindness was for not, because you smiled back at him, and at the same time, you were taking him to the cleaners. I guess we're lucky that the stove didn't blow up. I am thankful for that. We'll except a refund for a minimum of 5 years, at a 185 dollars a year, for a refund of 925 dollars, for services NOT RENDERED. Your service has been sub-pare, and people need to know this, especially senior citizens. My dad may of passed, but this issue will not.

Regards,[redacted]Chicago, IL.Speaking for my mother,

Business

Response:

Revdex.com spoke with the business owner by phone to provide additional clarification. He stated that he has serviced the unit for the past 3 years only. He did not have a standing agreement or contract with the customer, and said that he has been out previously for "pre-season" checks, which were done at the request of [redacted]. The owner stated that he came out in 2012, 2013, and 2014 after being called by Mr. [redacted]. At that time he vacuumed the unit and ensured that it was working properly. This year, he stated that Mrs. [redacted] called him to come check the unit and to also look at the blower and the remote. A new remote was provided which was later refunded as it was found not to suit their needs. He said that he does not have standing agreements or contracts with any of his customers, he simply comes at their request to do a check of the unit, which was what occurred in this case. He again reiterated that he is happy to refund the $185 for the service call that was provided earlier this year, but he did not install the unit, and was not providing any service to the unit prior to 2012, and the unit was 9 years old at that time.