New Berlin Heating & Air Conditioning, Inc.

Review: The customer service I received on 11-17-14 was unacceptable. We have been a loyal customer of New Berlin Heating for the past 10 years. Some of the problem was miscommunication from the Tech and myself. He needed to replace a motor at a cost of $600. He stated that our furnace is old and that we should consider replacing it. He did provide with one quote on a new furnace. Mike went to get the new motor, came back and installed it. Came to get me so he could show me that he did install it to the collection box and the collection box did have some cracks around it and water was leaking, he did this just so I was aware. 10 mins later he returned asking me to come down once again and indicated to me that he could not get the ignition switch/panel working, therefore he needed to remove the motor, he couldn't help. That was totally fine with me, I agreed that it was fine for us to be without heat, we had a game plan to deal with the furnace NOT WORKING! So, lastly the Tech came up and stated that he was able to get to work, we had heat and here is your $630 bill. I was flabbergasted, after we had just decided he was not able to help. The tech also told me that IF, we would have them install the new furnace, they would credit us for the new motor. With a large ticket item like a furnace, I'm not going to make a quick decision, I don't know too many that do. I spoken with Steve the manage the day after the part was installed and shared my disappointment with me. We decided that it would be a good if he would send out his guy who does all the quoting, [redacted] to come up with a more accurate quote. This was all taking place during gun deer hunting and Thanksgiving, my husband was out of town with the kids for the deer hunt. [redacted] came out on 12-4-14 to quote on 2 different furnace options and no discount at all was applied. That same day I chatted with Steve to touch base and let him know where I stood and my disappointment, Steve wasn't not willing to work with me and seemed fine with loosing my business from the past 10 years. This is not acceptable for me!Desired Settlement: The ultimate outcome would be for New Berlin Heating and Air Conditioning to show me that they do not want to loose me as a customer and deduct the $600 from the $4200 quote on a new furnace with them, like they stated they would in the first place. If they do not want to as a continued customer, I think no matter what, they should credit my credit card $300 for half the cost of the part that we will in return apply towards a new furnace with a competitor of theres in the area.

Business
Response:
The inspection and repair performed at the homeowner's residence, occurred on November 18, 2014. The technician inspected the furnace and found a seized inducer motor on his initial diagnosis. This part would need to be replaced to continue with checking the furnace operation. He discussed the repair cost with the homeowner and  that replacement was recommended. The homeowner opted for replacement of the part and the technician left to obtain it. On return to the residence and before installing the new part, the technician did state that there would be no charge for the repair if the homeowner accepted our furnace replacement proposal. This is done as a courtesy to the homeowner so they can have heat until the new equipment can be installed. The homeowner did state she was not prepared to purchase and agreed to continue on with the repair. The replacement part was installed. The furnace was turned back on to recheck operation. The furnace did not start up. The technician showed the homeowner additional concerns with the unit at this time.  The technician found a  sticking and corroded relay was not allowing the furnace to start up. The technician was able to tap on the relay to unstick it and the furnace began to operate. The technician reviewed the replacement proposal and restated that she would need to pay for the repair as she had not agreed to the proposal. She understood that no credit would be issued for the repair cost if the proposal was accepted at a later date. The homeowner called and spoke to [redacted] on November 19, 2014. She was unhappy with only having  one option given on equipment pricing at the time of the service repair and asked about any credit for the service repair if she agreed to replacement. I explained that service technicians typically are on a tight schedule and do not have time to explore multiple options, as they are not salespeople. She was also told that a service credit was not possible on a purchase of new equipment after the service date. We set a date to have a salesman visit with the homeowner to give them option and pricing on different equipment.  This initial appointment was cancelled by the homeowner.  The homeowner then called on December 1, 2014 and rescheduled the sales appointment for December 4, 2014. She was told on the sales visit that a service credit normally is not issued  after a day or two had passed from the initial repair. She did state to the salesperson,  she would sign to have a furnace installed if she received the service credit and if she did not receive the credit she would contact the Revdex.com.  The homeowner called and spoke to [redacted] later that same day to inquire about a service credit and again she was told it was not an option. We believe her claim of "unacceptable" customer service is unfounded. The homeowner called at approximately 10 am November 18, 2014, had a technician at her home by 12:45 pm and her furnace running by approximately 2:15 pm. She was aware of the pricing for all work performed prior to it happening. She was also aware that she would be charged for this as she was not ready to purchase a furnace on that day. 



Consumer
Response:

Review: This complaint relates to another complaint ([redacted]) initialed against New Berlin Heating some days ago. As part of my original complaint, they agreed to install the correct part on my boiler on 11/18/14. This was completed yesterday afternoon. Shortly after their work, I noticed the boiler was not running. This is unusual based on recent weather. After noticing the temperature dropping in my house, I called New Berlin Heating ([redacted]) and shared with him what we were experiencing. He reminded me, they did what they promised and that the problem may be related to a vent damper. After I short discussion and realizing I was not getting anywhere with him, nor did he offer to have someone look at the boiler, I advised him I would talk with another company concerning the problem.

The following day, after a night of no heat in the house, Interstate Heating came to my house and examined the boiler. They quickly found that the part had been incorrectly wired and that caused the transformer (within it) to burn out, resulting in the boiler being unable to function. The part (acqustat) needed to be replaced. This was done and the boiler functioned normally. Additionally, the vent damper that New Berlin Heating suggested could be the problem, is also functioning normally. The service call and new part cost us $632.70.

The incorrect wiring of the part, specifically was -- low voltage wiring from thermostat not connected to proper terminals - was wired to TU and W. Should have been to TU and T. AS INDICATED ON THE INSTALLATION INSTRUCTIONS. This information is indicated on the invoice from Interstate Heating.

The part that New Berlin installed incorrectly is available for examination and testing to confirm the blown transformer. The incorrect installation is also documented on the invoice from Interstate Heating. If needed, you can also contact them. The technician was Scott.Desired Settlement: I want New Berlin Heating to reimbursement me for the cost of the part that Interstate Heating correctly installed, for which New Berlin Heating incorrectly installed which would also reflect the inconvenience and short-term hardship (it's still only 65 degrees in the house at 2:15PM) that they have caused my wife and myself. Reimbursement amount: $632.70.

Thank you

Business
Response:
A new  aquastat with the specific part number requested by Mr [redacted] was installed on November 18, 2014. Mr [redacted] was present during the entire installation and upon completion the boiler did fire up and was running. This was all per our arrangement with Mr. [redacted] from his previous complaint.  After receiving a call from Mr [redacted]  a few  hours after we had completed the replacement, we informed him we would no longer service his equipment as discussed in his in the resolution of his first complaint. Upon receiving the second  Revdex.com notification with the information regarding the improper wiring of the aquastat, we contacted the manufacture of the aquastat, Honeywell. According to the manufacture, if the aquastat was wired as stated by Mr [redacted], it would have suffered immediate and catastrophic failure. In addition, it would have also caused extensive damage to the thermostat, rendering it inoperable and in need of replacement. As the boiler started upon completion of the installation, per the manufacture, it could not have been wired as stated. If the aquastat did fail, based on the information from Honeywell, it was not from improper installation by our technician. 



Business
Response:
The companies standard service labor warranty is 30 days. Warranty on parts is specific to the part and manufacture. The original repair was performed in December of 2010. To provide a free service (parts and labor) 4 years later, is above and beyond the stated warranty. The homeowner has pursued this matter with a state agency as well. 



Consumer
Response:

Review: This letter to the [redacted] of New Berlin Heating, sent October 22, outlines my complaint. There has been no response to my letter.

October 22, 2014
[redacted]
New Berlin Heating and Air Conditioning [redacted] Dear Mr. [redacted],
I’m contacting you today concerning a recent discovery (disturbing as it was) concerning my boiler. Last week, I had a check-up performed on the boiler by another company. They discovered that my vent damper was not operating and suggested a replacement was needed.
Yesterday I decided to examine the unit myself hoping to find a simple fix – perhaps a poor electrical connection. After some time, I decided to open the aquastat and found the wiring harness from the damper was not connected to anything. My moment of triumph was short lived as I could not find a way to reconnect the harness to anything in this unit. I spend much time looking but no luck.
At this point, I recalled a tech from your company once replaced a part on the boiler some years ago. Looking through my ‘house’ files I found the receipt. I had scheduled a visit from your firm at the time because the boiler was not operating. I also kept the old part (aquastat) and recall the tech wondering why I would want the old part.
In comparing the part installed to the old part, I can clearly see where there is a connection for the harness on the original stat but not on the unit your company installed. The model numbers are also different – L8148E (original) versus L8148J that was installed. (Honeywell is the manufacturer for both units)
It appears to me your tech installed an incorrect part and attempted to hide the fact. He ran the damper harness into the aquastat, suggesting to me he attempted to make it appear as if it were connected. When the unit was checked by the other company they also noticed the damper was turned to manual. I thought that was odd – I have never moved the switch, yet alone even knew it was there. Safe to presume, your tech did this?
For several years now my boiler has been running at less efficiency because your tech , apparently with little integrity, failed to complete the repair properly. His work effectively rendered the vent damper useless. I trust his actions are not representative of your company in terms of quality and integrity.
I hope that you will contact me to arrange for an inspection of my boiler, the old part, service receipt and existing part that was installed. Obviously, I would like to correct the problem with the damper.
Thank You  [redacted]Desired Settlement: Part installed should be replaced with the correct part that will allow the vent damper to function normally.

Business
Response:
[redacted] at New Berlin Heating and Air Conditioning, spoke with Mr. [redacted] on November 4, 2014. It was explained to Mr [redacted] that, on the service visit in question, a universal and industry accepted replacement part was used to replace his inoperative control at the time. This did correct his issue and has been working since it was installed 4 years ago. New Berlin Heating and Air Conditioning offered to replace the previous replaced part with the exact part number of the original at no expense to Mr. [redacted]. This was acceptable to him and has been scheduled to occur on the afternoon of November 18, 2014.



Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, provided that on the date in question the replacement part installation is correct and the vent damper can be connected to it. As a note to the comment made by New Berlin Heating - the universal part they installed - why at that time did they not inform me this part would not allow my vent damper to operate? Wouldn't that have been appropriate?