Jack O'Connor Plumbing & Heating

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
We called [redacted] on 12/15/16 and was informed by the tech [redacted] that it was our thermostat.  [redacted] stated that if it was not the thermostat we would not be billed for it however the service call was COH which I paid for by a check.  We called them back that same night and [redacted] came back out and told my husband to keep turning the switch on and off that it would at least warm the house. He was not there for 3 hours.  The switch that he told my husband to keep turning on and off was the cause for the small leak of carbon dioxide. I continued to call [redacted] who is [redacted]s daughter and kept getting the run around.  I was told that they had an emergency replacement furnace that they had been working on all weekend and that they would get to us when they could.  I have photo messages of the text we sent to [redacted]’s techs that are unanswered because they never came back out.  I have an email dated 12/21/16 asking for the estimate and [redacted] emailed me back saying they were waiting for another company [redacted] to get back to them with information.  I emailed her back on 12/22/16 and called her with the information that was needed.  I never heard from her again.  I emailed her on 12/23/16 asking for an update before the long weekend came.  I emailed her again on 12/29/16 at 900am and NEVER heard back from her.  I then contact another company on 12/29/16 and that same day they had the furnace replace and up and running within 3 hours. They also used the same company [redacted] for all their part and where able to come to my home and give me an estimate on the stop. [redacted] NEVER told it was a cracked heat exchange it was the other company that came out and told us that it was that just by the same it was giving off.  [redacted] did not say the whole until needed to be replace they said we could replace the kick-back switch but that would be labor intense because they would have to take it apart.  I have NO email of this “so called pricing” that [redacted] states they gave us.  I do have the email requesting pricing and them not responding.  The company claims I talked to them for over 3-4 hours and that they charge for these calls…but then states that I stop calling and they thought we went in a different direction.  I myself I’m confused by this for two reasons one who charges a customer for phone calls and two CLEARLY I was trying to get them to finish the job that they said they would.  No tech came back out to my house as I work retail and so does my husband so we were not home for this so called 3 hour appointment. What was this appointment for? All conversation took place over email and a few conversations took place with [redacted] over the phone.  Like I stated I have all my documents to back this.  Emails that are unanswered, call logs from my cell phone company that do NOT equal 3-4 hours as stated by [redacted]. This made up number by this company is not ok.  I have two children, this company put in danger and what mother would stay in a home and use a furnace that could kill her family for 14 days is not a kind of mother I would call myself.  The point is I had no heat for 14 days dealing with [redacted], 14 days they endangered my family, 14 days they exposed my family to carbon monoxide.  I would like the $1000.00 in medical bills and my money back for the thermostat.  
Regards,
[redacted]

A technician responded to the no heat call mentioned in the complaint. He replaced the thermostat and did tell the customer that they would be refunded if it was not the thermostat. The next time the heat went out, the same technician was called back. He called the tech support department for the...

furnace manufacturer. He did all the diagnostics (over 3 hours of labor) and was told by the furnace company that it was a cracked heat exchanger and the furnace would need to replaced. We called our local distributor and got pricing. We gave the customer all of the pricing options. Including an option for them to get a [redacted] gift card back from the distributor. We did not charge them for that 3 hour appointment. Our technician did indeed explain the carbon monoxide issue to them. The woman customer spoke with the office several times, adding up to at least 3-4 hours overall. After the initial appointment, when they paid the $253.50, our technician went back out two more times to temporarily get their heat going for them. That does not include the 3 hour diagnostic appointment going over everything with [redacted] tech support. They received $685.00 in free appointments. We did not charge them for those appointments at time of service because we thought they would have us do the furnace replacement. When they stopped calling us we figured they were not replacing the furnace or had decided to go a different route. Neither one of the homeowners called to complain or ask for any refunds. We highly dispute these claims and would never put anyone in danger with carbon monoxide. We have always given warning in these situations and definitely did in this one as well.