ICS Heating & Air Conditioning Company, Inc.

Review: I contacted ICS about my furnace not working properly and mentioned it appeared and acted as if it was a sensor issue. After the technician spent sometime working on the unit he advised it was the inducer, up to the point of his arrival the inducer was acting completely fine, dirty but still operating fine. The technician had to order the inducer from a supply house that was closed so an add'l fee for them to open on a holiday was incurred. A few weeks later the same problem occured and a different group came out ([redacted]) and agreed it was the flame sensor. ICS was un professional and incorrect in the diagnosis and when I addressed the issue (once I finally received a bill in the mail) the customer service rep threatened litigation.Desired Settlement: I'll pay for the labor but not the part.

Business

Response:

To Whom it May Concern,

[redacted] called late in the afternoon on 12/24/12 stating his gas furnace was not working and he had no heat. It was Christmas Eve. He said the ignition control was blinking red and he was told (by his friend) that is was the ignitor. He also gave us the # of the ignitor. Our (seasoned) technician, [redacted], went to the service call (with the ignitor) and proceeded to troubleshoot to determine the problem and correct it. [redacted] was hoping to just replace the ignitor so he could get the heat on for the customer and go home to be with his family on Christmas Eve. However, the ignitor was not causing the problem, it was the inducing motor. The inducing motor would not turn. This is why the ignition control was blinking. He did not want to leave the family without heat on Christmas Eve, so he called the supply house to obtain the inducing motor. They were already closed for the holiday, but they sent someone to the store specially to open up for us. They did charge us a fee for that (which the customer knew). Our technician then replaced the inducer motor and checked operation. He cycled the furnace and the heat was working fine. The customer signed the invoice stating the work was completed and stated he would mail in the payment.

We did not receive the payment or any communication from the customer, so we sent a reminder notice on 1/21/13. We still heard or recieved nothing, so our secretary left a message on 2/6/13. Still nothing. We sent a 2nd reminder on 2/14. Nothing. Our secretary called again on 2/26 and [redacted] answered his phone. Our secretary advised customer that the invoice was past due and if we do not receive payment, we will have to go to the magistrate. He then said that we never fixed the problem and that he had [redacted] come out. On 3/12 we called [redacted] and left one more message. He called back on 3/13 and I spoke to him. He said that his friend from [redacted] came out and replaced the ignitor. I questioned him, asking why didn't he call us when the heat (suppposedly) stopped working and why didn't he call us when we sent the invoices. He never told us anything about a problem, until we threatened to take him to the magistrate. [redacted] did give me his credit card number over the phone to pay the bill.

To sum up the situation, first of all the ignitor was not the problem, it was definately the inducing motor. The customer never said the heat stopped working again or when it happened again. We knew nothing about that. Is it possible that the ignitor went bad sometime between 12/24 and 3/13? Yes it could have. The ignitor is a common part to be replaced. I feel we provided excellent service to [redacted]. If he would have called us to say the heat was not working, we certainly would have gone back because we have a good reputation and stand by our work.

Thank you for the opportunity to share our position in this matter. We always strive for 100% customer satisfaction. Please contact me at [redacted] if you need any further information.

Thank you again.

ICS Heating and A/C Inc.