HeatSource Mechanical Inc

Had heat source mechanical come out to estimate freeze repairs for the insurance adjuster I was very clear with the dispatcher I said I need an estimate for the insurance do you do that she said Yes and we can have someone there in 15-minutesThey came the tech crawled around for a half hour, charged me dollars and said I would have an estimate emailed to me that day or the nextdays later I received a one line estimate that my insurance adjuster immediately rejected I then got the adjuster and heat-source in contact with each otherHeat-source sent a second bid that was a whole lines which also douse not meet industry standardsThe insurance adjuster has been seeking further information from heat-source and they have not been responding

Thank you for your responseHeatSource has provided the most basic and clearest breakdown of the pricing and scope of work required to repair the stated damage and replace the damaged equipment possible.On February the email was sent to both JR of Liberty Mutual and Mr*** stating that the estimate included 12-total at $per hour for labor, the material is clearly stated and lined out in the estimates that are attached to the original response, the equipment is specifically stated and the scope of work is described AND separated between tasksThere is NOTHING MORE that can be itemizedHeatSource has been in business for over years and has completed hundreds of estimates for customers needing insurance claims (including with Liberty Mutual) and has never run into an issue like this where the insurance adjuster stated that they needed further information but was unable to provide specifics for what they needed.HeatSource never received any bid sheet, or any attachment in any email received from Liberty MutualHeatSource has provided all information that is reasonable and necessary for us to complete a job and for a customer to accept the quoteIf Mr*** does not want HeatSource to complete the work given the quote provided that is his prerogative but HeatSource has completed the work requested.Sincerely,Jennifer R***

My heater stopped working on the house we had purchased months prior The temp outside was -20*, so I called the company listed on the Furnace HeatSource came out after hours, for an additional dispatch and diagnostic fee The Tech was personable and friendly and worked at a great pace I paid the invoice and didn't think much about it Two days later, our heater stopped working again! When I called HeatSource, I was informed that another dispatch and diagnostic fee would be charged, on top of parts (they don't guarantee their parts or labor) REALLY! I called another company and that was when shock set in The new company took one look at the HeatSource invoice and started apologizing profusely HeatSource had charged me $for a universal pressure switch that, to my best knowledge, should cost around $(I called the local company that provides these parts to mechanical companies, and asked for a price on the repair code listed for the universal switch) The new HVAC company only charges $for the same switch (turns out the Tech had just replaced the same pressure switch at another house,same furnace, same day)!
I waited months to make any phone calls or talk to someone, needed time to cool off When I called HeatSource, the dispatch informed me that I had been charged correctly for the part, and actually, if it had been regular hours, the part would have been $less!!! I was floored....you mean to tell me they raise the rates for parts after hours, on top of increased service/diagnostic charges?? She then proceeded to tell me I could save money and sign up for their monthly $service contract, which would drop the after hours parts price increase I was born in the dark, but it wasn't last night!!!!
I understand that people need to make money, but an 822% mark up is appalling At best, it's a 519% mark up Sad to say I will never refer anyone I know to HeatSource, EVER!!

My experience was awfulRepeated repair of equipment was performed hastily performed and all fsiled
Considered getting a new system, and requested a quote, which never came
Excuse after excuse...avoid these guys

TelFebruary 28, 2018 To whom it may concern,We have been contacted directly by Mr*** regarding a refund of the $that was charged for the dispatch to his property and the diagnostics of his systemI personally took the request for service on Thursday 2/8; and was told that his Mother In
Law cabin had frozen and he needed to know the extent of the damageHe didn’t believe that the water heater had been damaged but asked that the technician verifyAt no time during the intake process did Mr*** mention anything about needing an estimate for his insurance companyThis was discussed during the technician’s visit, directly with the technicianThe technician was dispatched quickly and the call was completed at 2:pmHe was quoted a $dispatch and $per hour.When the dispatcher took the debrief post service call, the technician informed her that Mr*** wanted HeatSource to work up a repair quote for his insurance and that he would likely do the work himselfThe damages were detailed in the debrief and a special order Electric On-Demand Tankless Water Heater needed to be replaced along with the piping that was damaged due to the freezeThis water heater is not stocked at any of the local vendors, so several calls were placed and the replacement water heater was located on Friday afternoon (2/9)We were also waiting for other vendor quotes that had to be provided for two other components damaged in the system.Mr*** received the quote for replacement of the water heater and the repair of the piping and other components on Monday the 12th, which was indeed five days later, but less than two business days.We then received the request that the initial estimate needed to be broken down further, per the insurance companyConsequently, the water heater installation portion was broken out from the piping repairs with totals on both items as well as the complete description and scope of required work and materialsWe were then informed that the insurance company needed further details, but there are no further details to listThis information is completed to meet or exceed any ‘industry standard’ that existsBoth estimates are attached to this document for reviewThe insurance company representative kept saying that we needed to ‘justify the quote’; when asked several times how this could be accomplished and what specifics he needed, the representative told us he didn’t know exactly, just that it needed to be better ‘justified’We then explained again that this scope of work is pretty straightforwardThere are sections of copper piping that need to be replaced, a hand shower bracket, a pressure balance cartridge and a water heater that needs to be replacedThat is described in the quote, along with materials required to complete the job.We are always very sorry when a customer isn’t satisfied with the outcome of a service performed, but it is our position that the request for service was completed in a timely manner per the homeowners’ request, and charged according to the quoted ratesThe documents and estimates were completed in a reasonable amount of time considering the amount of time that was required to locate a replacement water heater and other items and receive quotes from vendors; and ultimately the issue exists between the insurance company and the customer if the insurance company is requiring additional documentation or competitive estimates. Jennifer R*** Service Manager, HeatSource Mechanical Documents attached

The on demand water heater that provides domestic hot water and in floor heat stopped workingI called around and heat source said they would send someone outThe technician texted me, saying he had three other houses to look at before he got to me and that he would be there shortlyI decided to go to the store while I waitedI never got another text from the mechanic saying he was on the wayHowever, he called me and said he had been waiting at the house for minutesThe technician should have called when no one answered the doorI was not happy about the miscommunication and declined there service since he seemed busy that dayI had another company come out and troubleshoot my heat issueThey charged a dispatch fee but did not fix the issuerecommended replacing the fan blower(which I had done once before a couple years back)
I have have been paying for minor repairs on this 1st gen Munchkin water heater for years and decided to replace the unitOriginally I got an estimate from the first companyThat I did not likeI called Heat source and asked if they would give an estimateTheir estimate was 2k higher than the other guysFeeling frustrated I asked the company to explain the cost and break down cost of parts and laborHeatsource did not give me the transparency I was looking for so I continued to shop aroundI found another company that clearly explain the price of parts and what they charged in laborTheir cost was 5k lower than heatsource
I am not surprised they are charging high prices for providing a service that provides heat, in AlaskaThey get away with it because it's Alaska and people need heat
I went with the other company I am happy with the service they provided
It is my opinion that heatsource way overcharges for services and does not practice transparency with their prices

The service tech came out and performed the yearly cleaning and service check and completed his work telling me "you've got years and years of service with that boiler' He filled out a form showing no issues found, which I sigined and have a copy of
The next day the boiler flooded my basement A different tech came out and asked for $to fix the leak, which wasn't noted by original tech Heat Source, to their credit, fixed free of charge
That night the boiler shut off, leaving us without heat or hot water Again, Alaska in November
The orginal tech came out, cleaned parts of the boiler Apologized to me for the issue and stated "I know how the office is, I want to fix this for you with no cost to you."
He left and the boiler quit a couple of hours later I called to let Heat Source know and the person taking calls put me on hold and then said they would call me back
A manager called back, right before closing time, and told me that 'we've been out there

Complaint: [redacted]
I am rejecting this response because: Attached is the email and bid sheet sent from the adjuster to heat source. Jennifer has been untruthful through out this process and is obliviously not interested in providing quality service had heat source spent 10 minutes with the adjuster this issue would be resolved. I still have not received the service I paid for I have had the work estimated by a competent contractor. I will consider the 278 dollars as a charitable donation.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was very clear with the dispatcher that the quote was for the insurance claim. I asked if they did quotes for insurance claims she said yes I asked when they could send she said right away. At no point did I tell the technician I planned to do the work myself, the technician was the one who told me I would have the quote that day or the next, the electric hot water heater is the most popular model on the market and sold at multiple locations. I do not believe the statements regarding the insurance adjuster he has gone as far as sending Heat source his bid sheet to show how the work needs to be broken down I have been CC'd on these emails. The insurance adjuster has called me this week to see if I had received any additional information because Heat source is no longer communicating. I have spoken with the insurance adjusters supervisor to ensure the adjuster was not being unreasonable I was assured he was not and claims of this nature are usually resolved in hours not days. I have insurance through Liberty Mutual I was assured by the manager that they deal with thousands of claims and that rarely do they see such a poorly presented quote. The bottom line is I needed to be provided the service I was billed for or refunded.        
Sincerely,
[redacted]