ProGas and Heating Services Reviews (%countItem)
ProGas and Heating Services Rating
Address: PO Box 56034, Langley, British Columbia, Canada, V3A 8V3
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I had an appointment for Saturday, January 11 at 11:00 am our furnace to be serviced and our ducts to be cleaned. Here is a list of reasons I'm dissatisfied with PGHS:
- They showed up at 2:40 pm - almost four hours late! I called to inquire a number of times during that waiting period and kept getting told they were almost there. On one of my calls while we were waiting, I was told there was a 2 hour window for them to arrive. I've since been provided a recording of our initial phone call when the booking was made that and that was never mentioned. Even so, they would have still been over 1.5 hours late. During the booking, I was also told, "We're going to call you a half an hour before we arrive." However, I was the one calling to find out if/when they were going to arrive.
- When I booked our appointment I was told, "We're a little bit different than most companies because we actually guarantee our work for two years. So how we do that is we leave you with some filters for your vents and if you notice any build up on those within that period of time, you give us a call, then we'll come back. If that happens, it's usually because there's a blockage in one of the vents, you know, like a hardened piece of debris and they'll go back with a snake and break it up and get it out for you." That was not discussed, nor were we left any filters, shown how to check, or information on how what to do if they are dirty. When I mentioned this to their Customer Service Representative, Ed, I was told he listened to the recording and that was never promised, and that I misconstrued the conversation. That was a direct quote from the booking. It was exactly how it was explained to me and exactly how I explained it to Ed.
- Multiple times we were promised a $50 discount for having the furnace serviced and the ducts cleaned. I also mentioned it to the technician, but it was not included on the invoice. Ed agreed to check the invoice and return the $50 when he verified it, but after two follow up emails I have received no response.
- I was told the furnace special was $119.95 and included all the taxes, but we were charged tax.
- We were overcharged $100 on the duct cleaning. I was later told by Ed this was a "setup fee". However, I was never told about a setup fee, nor does it show up on the invoice as such. I was told twice when I booked my appointment, and a third time by the technician, that the price for the duct cleaning is $100 per 1000 square feet of the house. I was told the technicians would know the square footage. When I asked him about it, he repeated that it was $100 per 1000 square feet and said it would be $210.
During my initial phone conversation, I asked multiple times about the cost and I specifically asked, “And any other fees that are going to come up afterwards?” Any of those moments would have been an appropriate time to mention an extra $100 fee. Instead, he responded with, “No. Actually, you know what we can do just to show you that that won't be the case is we'll book you in for the furnace and the hot water tank. I'll make sure that the HVAC guys go there and they'll give you the their quote right there when they're servicing the furnace. And if you don't like it, you don't have to go through with it. How's that?” When I asked specifically if there were any extra fees he said, “No.” And that was a lie.
- How did the extra fee slip through the cracks on the day of service? I have a pretty good idea. The technicians were over three and a half hours late. Instead of being one of the first appointments that day, apparently, we were their last. I'm not sure how that happened. However, during my original conversation I asked how long the appointment would take and was told, "We should, you should allow for about 2.5 hours. So they can do the furnace and the hot water tank and do they do a very thorough job on the ducts." While we were waiting for them, I was assured it was their last appointment of the day, so they won't be rushed. To service our furnace and hot water tank, replace a part, check the gas fireplace, and clean our ducts from when they showed up at the door to when they were done took 1 hour and 15 minutes. It seems that the technicians weren’t as thorough as they are usually, and clearly, some things slipped through the cracks.
- I was told, "So you will get a document at the end. It will indicate the appliance that was worked on, the safety inspections that were conducted. Every part that was serviced and everything that was inspected. And it's signed by the gas fitter with his LGA number, which is his registration with the province. So it's a great document to keep with your personal papers. It's proof if there ever was an accident that you've had professionals looking at the appliances." We received an invoice, but nothing with the gas fitter’s name, signature, or LGA number. There is also no sticker on the furnace or hot water tank indicating the service was done. I'm not sure if that is something PGHS normally does, but it has been customary in the past.
Once I realized the errors, I called back and talked with the person I booked with and who I had talked with while we were waiting. He told me he would get back to me in a few days since it was the weekend. I called back early the next week and he told me I needed to send an email to their Support email address. On January 16th, I sent the email. On January 20, I received a reply saying to allow 10 business days. On February 18, I followed up to find out what was going on. I received two very pugnacious voice mail messages from Ed explaining why I was wrong. I followed up with him to clarify my email. He continued to be very aggressive with me on the phone. I was shaking during and well after the conversation. In the end, he said he would send me an email with the recording of the initial booking conversation for me to listen to, and that he would look into the invoice and reimburse me the $50 once he verified it. I listened to the conversation and it was exactly as I remembered it.
I stand by my complaint that we did not receive the care and service we were promised from PGHS. On February 28th, I replied to Ed through email with quotes from the phone conversation he provided and information from our experience, which is summarized above. In it, I mentioned how shaken I was after our phone call and, therefore, I would not speak with Ed on the phone again. I suggested we could deal with it through email, or I could talk with someone else in their Customer Service Department. I sent a follow up email last week and still haven't received a response.
We are waiting for some information from "Payman" our contractor that did this job and talked with the customer before properly responding. (copies of text messaging between the parties). We do not want this complaint closed and ask that it remain open. We will fully respond sometime this week.
NEVER USE THESE PEOPLE TO CLEAN YOUR FIREPLACE!
I can't stress enough how unsatisfied I was with their service on Dec.12, 2019.
The TWO gentlemen that attended my service came ill equipped (asked me to use MY paper towel to clean the glass to the fireplace) and only did a maximum of 15 minutes worth of work. When I noticed that they didn't do their cleaning properly, I asked them to go back into the fireplace and redo the vacuuming. Their response was, and I quote, "We don't want to move around the soot with our vacuum cleaner." I was also quoted $90 and charged $95. When I called their office to voice my displeasure, I was given the run around. Their excuse was that I needed to send an email (complaint in writing). So l did...Dec.17th.
To make a long story short, today I called them back again and I finally was put through to their owner, Ed L, who -only after telling him that I was going to the Revdex.com- said that he would send out another technician to redo the service. NO THANK YOU! Do not use these people!!!!!!!!
First of all, when you call this company it claims to be a Revdex.com A+ rated company.
A technician came to service our furnace on November 2nd. We were not going to be home so we arranged for a friend to be here. The technician called once to confirm he was on site.
We returned home to find an invoice for $973.25. According to the invoice 4 parts had to be replaced. The writing was so poor that one of the parts is still an unknown. There was no break down of the cost of each part. One of the parts listed was a filter. Completely unnecessary as there was a pack of brand new high efficiency filters standing 4 feet away from the furnace.
I have called the company several times and sent photos of the filters by the furnace. So far all that I have been told is that it was not their technician but a contractor acting on their behalf. A contractor that brought his wife along to prepare his dinner in our microwave.
The furnace is working but the trouble symbol is still on the thermostat. The only reason I’m giving this company 1 star is because 0 is not an option.
The guy complains that we will not come out for free to program a thermostat he purchased from ***, not us. What is more ridiculous is that we installed said thermostat free of charge. Now apparently, this over entitled *** thinks everything is free.
This guy could not even be bothered to attend his own servicing appointment instead nominating, presumably a trusted person to act on his behalf. This trusted person agreed to repairs that were necessary for the appliance and purchased a lifetime filter then signed our invoice stating the work was done to his satisfaction and agreeing to the charges.
That this customer does not like our bill is not an issue for PGHS, ***.
First and foremost. I did not purchase the thermostat at ***. I was instructed to go to a wholesaler by the technician that was acting on the behalf of this company. The technician *** insuring that the company would have an out when it came to servicing an incorrectly installed unit. Secondly, while I was not able to be on-site during the last service call, I spoke to the technician that was attending and requested that, should he have any questions, he was to contact me directly as he had my cell number. Surely when he sees a pack of brand new filters only feet away from the furnace it would only be prudent to either use one of those, or to call and offer me another filter if he thought it better. To take it upon himself to spend my money without my permission is nothing short of ***. Any business man with a grain of decency would have simply apologized for the”misunderstanding “ and refunded my money and taken back the filter. It is also not unreasonable to ask that a proper invoice with legible writing be produced so that one could actually know what his money is being spent on.
***.
I understand that I will never be properly reimbursed, and I’m Okay with that. A valuable lesson never comes cheaply. But I can and will share what I’ve learned. I know that in the long run this entire fiasco is going to cost PGHS a whole lot more than it cost me. No matter how slimy you are, karma will eventually catch you.
It started from a soliciting call from ProGas and Heating Services in August that they would send a technician to service my fireplace.
The technician came on September 19th and spent less than half an hour dismantling the fireplace and putting it back together. He then said the fireplace was an electric fireplace, not a gas fireplace, and left. He did not service my electric fireplace. He left me with an invoice with zero amount.
I received telephone calls from Kole of ProGas on November 5th and 6th that his company was under the impression that my fireplace was a gas fireplace as his company only services gas fireplaces but not electric fireplaces.
I told Kole that the technician should have turned around and left the moment he arrived and found out that my fireplace was an an electric fireplace and not a gas fireplace, as he was instructed by ProGas to service a gas fireplace.
Noreen of ProGas called me on November 6th after Kole hanged up. She said I should pay $60 for the technician's time, his fuel and the company's time. I said that the service was solicited by ProGas, and that ProGas assumed mine is a Gas Fireplace, and that the technician should have left the moment he found out mine is not a Gas Fireplace, and that I won't pay for a service that was not given to me.
Noreen threatened to send a Collector and also threatened my Credit History will be jeopardized.
I am now in a scared position as I don't know what the Collector's next move will be.
Ms.
Thank you for your Revdex.com submission. We hear at PGHS are always trying to improve our services and relations with the public and always endeavour to be as fair as possible in our business dealings.
For clarification of this matter, I am in the process of obtaining the recorded call of the sale with you and our customer service rep, that lead to the booking for service of your electric fire place.
I am also pulling the recorded call you had with Laureen (not Noreen as you stated) related to the as yet unbilled $60 call out fee that you are upset about.
In the meantime maybe you can clarify an issue for me. I note you have spent quite a bit of your complaint blaming PGHS for booking your electric fireplace for service, only to find upon our arrival it was electric. As you say: “that ProGas assumed mine is a Gas Fireplace”
Our customer service rep was of course calling you on the phone for the booking so quite obviously could not view the appliance to determine what it truly was. I find it incredulas that you do not know what fuels your own fireplace, in your own home, yet it’s all our fault for incorrectly assuming. Is it not common sense that you are familiar and have at least some knowledge of your heating appliances and what fuels them?
My question is: how, given the above are not responsible for our time wasted in attending your home and the very small amount of $60, or are your failures faultless and you post negatively to the Revdex.com when your accountability is quantified?
Complaint: ***
I am rejecting this response because:
Thank you for your quick response.
I, of course, know my fireplace is an Electric Fireplace. What I did not know, until Kole told me on November 5th , was that ProGas service gas fireplace only.
The reason for my refusing to pay for the service which was not provided are :
(1) The soliciting call from ProGas was to service my fireplace. I was not aware that ProGas service only gas fireplace when the call made to me in August.
(2) The technician, with a clear instruction from ProGas to service a gas fireplace, should have turned around and left the moment he found out mine was an electric fireplace.
(3) The technician did not “service” my fireplace. I was sitting behind him watching him the whole time. He dismantled the fireplace and put it back together. He did not even take out a piece of cloth to wipe down the dust, which is my understanding part of “service”. While he was working on dismantling and putting together the fireplace, he was on the phone in his native language most of the time. I do not consider he did any “service” work.
(4) The technician left me with an invoice with “zero” amount. The technician also wrote on the invoice “Fire plas not gass” which I believe means “Fireplace is not gas”. The act of such confirmed that there was no service done to my fireplace.
In view of the above, I do not consider I should be liable to any fee.
Sincerely
As I said, I am in the process of listening to the sales recording to determin, who said what and I will make the recording available to all and we can go from there.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and am awaiting further update
Sincerely
I received a sales call from ProGas offering a maintenance service on my high efficiency gas furnace. They said it would take about an hour and I would receive a $70 rebate from Fortis. When the technician arrived he was in and out of my house in 15 minutes and the rebate (if it comes through) is $35. ***
I definitively do not recommend this company.
We at PGHS are sorry that you feel the need to post negitivly on the Revdex.com, however I have listen to the recording of the sales call with you and you were not promised a $70 dollar rebait you were informed that the fortis rebait was UP TO $70 and that since you have one appliance being serviced as you claimed it is only $35. As for the rest of your complaint please refer to the back of our invoice number 17 and write into support so we can open an investigation re your complaint and resolve the issue for you.
I was telephoned by Progas and asked if I wanted an inspection of my Furnace/Hot water tank and fireplace. for a set price $120
I accepted.
The engineer when he came would not carry out any work unless I agreed to further tasks. I was not told how much extra they would cost So he cleaned the furnace and replaced a part that he said was due to fail but did not leave me the old part so I do not know if it was replaced
At one piont he turned the fireplace off and could not turn it on on because he did not push the knob in before turning it. A basic step
At the end of an hour the invoice was $511.
There was no break down of this price or explaination.
Hello Mr.,
We would be more than happy to accommodate your request. I will pull the invoice and talk to the Gas fitter. We will respond accordingly. In the meantime, I am curious to known why you did not get a reply from us as you stated. When and how did you contact us regarding this enquiry?
This company called my 84 yr old mother offering to service her fireplace because they were in the area. Based on the recording, it was clear my mother didn't fully understand the offering and even mentioned her dryer because she thought that was why they were calling (her dryer is not working properly). She agreed for them to come out, but hearing the conversation (via recording), it was clear they were pushing her to make an appointment. My mother has dementia and I do have a representation agreement in place for her. I received a voicemail from Harvey (technician) who went to my mom's house so I called back to say that until I determined the source of the service call and who initiated it, I was not going to pay the fee ***. During my conversation with Harvey, he offered to send me a copy of the voice conversation with my mom. After hearing the recording, I replied to the email I was sent containing the recording, asking for a name and number of whomever initiate these sales calls. Shortly thereafter, I received a call from Ed who left me voicemail demanding I pay the invoice and to produce a copy of the representation agreement, if I had one in place. I called Ed directly and during the call he insinuated that it was my fault essentially, that my mother fell prey to someone like them as I didn't prevent this from happening and protect her, given her limited capacity...basically saying that she shouldn't be allowed to have a phone in the invent she gets a call such as this. The phone call got quite heated and I eventually had to hang up as he was not allowing me to speak and give my perspective. ***
I have never encountered a company that so blatantly had a "too bad so sad attitude" about it all.
Initial Business Response /(1000, 9, 2019/06/30) */
***
This daughter made absolutely no effort or has taken no steps what-so-ever to forewarn callers or service men of her mother mental condition and failed to safeguard/protect this 84-year-old lady whom the Daughter claims has some degree of dementia from receiving solicitation calls and entering into what turn out to be a vapid agreement for service because conveniently, when the time comes to pay, this 84 year old lady has no method of payment ***
No, we did not say "your mom shouldn't be aloud a phone" and those words never came out of my mouth. I challenge you to prove otherwise. What I am saying is:
If your mother and her phone is going to remain and be accessible in the community at large, It clearly falls to family members, YOU, to ensure that notification of your mothers' mental incapacity is made clear to callers and people that knock on the door (Prior to anything happening). You have admitted you have "enduring power of attorney" of your mother (call recorded) yet you have failed to act in any way what-so-ever, instead blaming ProGas and Heating Services that fell into the web of your recklessness and failure to notify and in this regard you are quite irresponsible for your failing to Act.
There are several things you could have done to remedy against this occurrence happening however non were present.
The purchase on a phone devise that sits between the phone line and your moms' phone, can whitelist numbers and block all others or pre-record a message advising of your mothers' inability to make decisions and provide your number for contact;
Delist your mothers' number, privatize it.
***'s call verification feature that requires a code be entered before the call is put through;
A note on the door worded in such a fashion that it would not upset your mom but would alert service people and others coming to the door "that.... "and go no further. NO NOTE ON DOOR OR SIMILAR
The Daughter requested we provide her with the sales recording of her mom, promising to pay if her mom made the booking. Her mom did make the booking as the tape reviled. The daughters focus predicatively shifted to the sale conversation between our sales member and her mom; concluding that, it was clear her mom had dementia and that our salesperson was pushing for the sale and coercing. Predicatively the Daughter found her justification and refused to pay.
Critically, the daughter knew her mom had dementia in advance, (our sales person did not) so was able to pick out points in the recording that would be akin to an elderly person with mental issues. However "we" did not have that luxury of knowing and to that end we noted this 84 year old lady was able to correct our sales person that she wanted the furnace servicing not the fireplace, (although slow) was responsive in choosing a date and time and was able to provide our salesperson her address including postal code.
Moreover, if we treated all elderly sounding people over the phone that muddled there words occasionally or were a little slow on the pickup, like they had some mental disease and asked for a family member or refused the sale, I can tell you this... there would be a bunch of very upset insulted elderly people out there and quite rightly so.
Our staff are trained to "push" for the sale; evidently, according to this complainant trying your best to sell is a crime and coercive; if it turns out, the person is 84 years of age with dementia and how are we to know that at the time of the call. Crystal ball?
Although we train our staff to be on guard for anything odd when talking to elderly people, our staff are not doctors, psychiatrists or psychic nor are they expected to be and our failure to recognize your mothers dementia is not your get-out-of-jail card free for failing to act and then to vilify this company and absolve yourself of accountability to inform in advance and then to forgo paying for the services which I note you neglected to say "weren't needed" they were!
This is not the 1st time we have run in to this sort of complacency and it will not be the last as long as these type of family members continue to take no action risking there elderly kin for what could be a much worse situation with people a lot less friendly with maybe thousands of dollars on the line rather than a simple serving of a furnace for $109.00, and a pleasant call from our gas fitter that was meet with nothing but contempt.
We have since written off the bill. We will not be contacting this person again.
In closing we would request that the Revdex.com strike this complaint from its system. It is this writer opinion that this complaint is self serving, malicious in nature and void of substance and falsely promotes a biased untrue image of ProGas and Heating Services and how we treat the elderly. ***
Further to my conversation with you ***, at present there are no damages to speak of resulting from Ms. outrageous complaint. As discussed with you, our lawyer is aware of this matter and has decide to wait for the outcome of this complaint before proceeding with some sort of claim, if any for damages against Ms.. As you requested should that occur, we will send you the paperwork.
Govern yourself accordingly Ms.
Initial Consumer Rebuttal /(2000, 11, 2019/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Given this company has already written off the bill of $109, I accept this resolution; however, I would like to add that it would never have escalated to this point if you (Ed), as someone in the service industry, would have approached this in such a way that had the slightest bit of empathy; however, you came at me with personal attacks, insinuating that it's my fault this happened because I didn't have a number of systems in place relating to my mom's phone and signage at her residence to "remedy against" this from happening.
As the daughter of someone who has dementia, I see no value in having a pre-recorded message on my mom's phone announcing to everyone that she is incapable of making decisions on her own. The message may as well say "please come and take advantage of this woman because she has no idea what's going on!". We both know there are even worse people out there that would see this as the proverbial "Golden Ticket"!
I resent the implication that this was about "stiffing you with the bill", as you so imply in your response, because my mother conveniently didn't have means of payment. This is and always has been about feeling as though my mother was sold a service that she didn't fully understand.
I also don't appreciate the threat of legal action either when I am simply exercising my right as a consumer to voice my concern in a manner and forum where I felt I had no other alternative, given the narrow-minded tone of your response here, in your voicemail to me and during our telephone conversation.
As a show of good faith, I will redact the last sentence in my complaint. It was not meant to imply your company specifically targeted my mom or other elderly people in general, but more as a cautionary tale in general for those who are elderly and may have limited capacity, to be aware of what you are agreeing to or signing up for.
I consider this matter closed.
We wish to thank and commend the gas technician, Farid, who performed inspection of our gas appliances / furnace and discovered the damage & leak problem with the heat exchanger in our *** furnace today.
Farid is an excellent representative for your company, he arrived promptly, worked carefully & efficiently, and took the time / care to explain the various steps of his process. We appreciate his knowledge, conscientious attention to detail, and friendly interpersonal skills.
Farid took the time to carefully explain what the issue was with the furnace, what intervention was needed, and the process / timeline to expect to deal with remediation.
We understand that we will be contacted in a few days to set up a time for the repair to be completed; if it is possible, we would appreciate it if you choose to send Farid back as the technician to complete the job fixing our furnace as he has earned our trust.
Please convey our thanks & appreciation to Farid for a job well done.
ProGas and Heating Services would like to thank you for taking the time to write in. We have informed Farid of your glowing review and appreciation for his technical abilities and conduct, We all really love to read reviews such as this.. We have a "wall of fame" at the office for positive correspondence and will add this to the rest with much appreciation.
Thanks again
Ed
Had a young man give me a phone call telling me about the spring special they had going on never used the company before but it was a really good deal going on so I had to go with it. Very nice and respectful over the phone the technician did show up a little late but I spoke to Ed the owner and he made sure he was there In 15 minutes and he was! Really cant complain and I'll definitely be using them again next spring!
Thank you very much for your positive review well pass it along
I had progas come into my house to clean my furnace and fix my gas fireplace. The fireplace did not get fixed, as the worker did not have the parts needed. A couple weeks later progas called me and asked if I wanted my ducts cleaned. Said it would cost $220 with a 5% discount. I asked about my fireplace and the sales lady said they would fix it this time. People showed up to clean my ducts, I asked them about the fireplace and they had no idea what I was talking about. So fireplace not fixed for the second time. When they were done the gave me an invoice for $280 plus gst. I paid them the full amount, and after they left looked at my notes and realized it should have been $220. Phones the sales lady at progas and explained what had happened. She said yes it should have been $220 less 5% and didn't know why they didn't know snout fixing the fireplace. She said I had to email them to request my difference back on the invoice. Seemed strange, but I did. Couple hours later I get a *** phone call from the owner of progas. He starts the conversation by telling me they are not just going to send me my money because I sent them an email. And that they were not going to just rollover on this and send me money. *** He said it was my fault because I signed the work order and paid the $280. His own salesmen agreed they made a mistake when I called in. ***
Regards
Initial Business Response /(1000, 8, 2019/05/02) */
I am in receipt of *** Revdex.com complaint
To address my interaction with this individual and his complaint regarding the way he was treated by me, Ed L, Owner; ***
As to the complaint, this customer has got it wrong, about what I said.
I did not say:
He starts the conversation "by telling me they are not just going to send me my money because I sent them an email"
I said, "we are not going to blindly send you money, no company would, because you say so, we have to investigate your claim and we cannot and will not do anything unless you put your claim in writing for clarity". (Call recorded)
At that point he again belittled our process at which point I told him to have some respect for our process because the time it takes to investigate his claim; follow up with the vent cleaners and get his written response, to see if there was a legitimate reason for the extra charge, listen to the sales recording follow up on the invoicing, all involving a bunch of people and time, all for him so... "he should respect the process" and not scoff at it.
Much to the customers chagrin and pursuant to our company policies overleaf of his invoice No.17 (that he agreed to with his signature) he was asked to put into writing his query as to the alleged overcharge. He was told by me, that we would not investigate until he complied, at which point he begrudgingly agreed. We received his complaint and I sent him an acknowledgement receipt via email.
As it turns out we did investigate. Our dispatch girl typed in an "8" where a "2" was needed. It was a simple honest mistake ***
We have been trying to contact this customer by phone for a couple of weeks now including today with no luck to get his email address to refund him $60. ***
We request that *** confirm that he can accept an email transfer as that is our way of refunding. If he agrees we can refund immediately.
As for the fire place we did not proceed with the repair because we were not given the authorization or a deposit on parts to do so by the customer. We are aware what is wrong with it and are quite able to fix it, it requires a part.
On time, even in this weather! Farid and Farid were a pleasure to work with, and explained everything to me, answering all my questions. Recommendations were made, and I was not pressured to make any decisions right away. I would recommend them without hesitation.
Thank you for the great review
Brad came last week to fix my fireplace....he finally got it working....great gut ..explained everything.
I would recommend him to my friends
Thanks for the great comments ***. We will pass them along
I had pro gas come out and do a service call on November 23 I watched as the technician fiddled around with the boiler then sat and read the manual he said it was a sealed unit and not much to do to it then asked if there was a fire place to service I said no so he did the bill and left I read the manual called the manufacturer about what needed to be serviced and was told you have to take the combustion chamber off clean it and examine the heat exchanger ''tis was not done so I called Ed that afternoon and he asked if the valves were exercised I said no did not see him do that he said write an email to me and I will look at the issue.
I emailed him a PDF file containing the service requirements and when I had not heard from him emailed him he said he would try and get back to me that day nothing since and he is not answering emails now it has been 10 days if I don't get my money back I will have to pay double for a service he has not volunteered to do a proper service
Initial Business Response /(1000, 13, 2019/01/09) */
I am sorry for the delay in responding to this customers complaint.*** We are prepared to offer this customer a full refund and apologise that our servicing was not to this customers satisfaction
Initial Consumer Rebuttal /(2000, 15, 2019/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I wanted was my money back in the first place it didn't have to go this far thanks for your help
It was fast and efficient and the cost was exactly as quoted (which I thought there might be extra hidden charges) but was pleasantly surprised that there were not. Farid and Tod were courteous, friendly and I already know I will have them back next year as well.
Thank you for the lovely review, I will pass your comments on to the guys. Thanks again. Ed
Gas fitter was on time, very informative and did great job on my gas fireplace. Glass is so clean looks like new. Will use this company again
Thank you very much for the review ***. We always strive to do our best.
They did not show up for our 9:00 am appointment
Mrs *** you were booked for 9:00. You were booked with Kristy on the 24 October @ 6:28pm. Our Gas fitter Saman called your home to say he was on the way @ 8:15(ish) but you did not answer the phone. We will not attend a home if the phone is not answered because it is our belief, if your not answering your phone you probably will not answer the door either and we do not want to charge you a service call for attending your home with no answer, which given your nature to post would have ended up in a negative posting on the Revdex.com in any event. We did call you to re-book however you declined our offer. May I suggest in the future you stay by your phone when inspecting service men as we are not the only company that calls in advance
Hello, the gas fitter did not call my home at 8:15 am. The phone did not ring, there was not a message left (which picks up after 4-5 rings) and there is NO RECORD OF A PHONE CALL on my phone at that time. How dare you accuse a customer of lying. There is a record of a call made at 1:56 pm that day from Triple One Heating 604-366-7187. The gas fitter *** said he'd called in the morning, ***. You have no idea of my kind nature, as shows by your most ignorant remark to insult me. What a great way to do business with Pro Gas. They don't show and then they insult you. I have many years of experience with service people, when I have an appointment I answer the phone, I answer the door, and at least I show up. Of course I declined an offer to reschedule, why would I book with a no show? Perhaps your great gas fitter dialed a wrong number. Well then, maybe he should have tried calling again, you think?
He did indeed call your home as stated, he even confirmed that fact with his call to you at 1:56 as you stated. Calling to confirm is what we do all day every day! What is the point of leaving a recorded message, it does not help us at that moment in that your not answering your phone in any event and now a time spot has been wasted! It is your responsibility to be available for your appointment madam, not for us to have to chase you with voicemails and second phone calls later that day. I will indeed accuse a customer of lying because customers that miss appointments Lie Lie Lie
Your friend may have made a phone call, but he did not call my number that morning, that's that. He should have tried again to make sure he got the correct number. I was up at 7 am for the appointment. No phone call between 7 and 10. My husband called me at 10:20. What a way to run a business, calling your potential customer a liar.
We here at ProGas and Heating send our best wishes to you *** and wish you all the best.
Appointment was at 11am and technician never showed up. . Tried calling the office many time, but no one picked up the call. Finally got hold of staff of office and decided to cancel the appointment.
We are so very sorry our Gas fitter failed to inform you and us of his family emergency ***. I am sure, that you would agree, that in his panicked state there was absolutely no reason to forget your appointment. As for trying to call our office "many times", if you listened to the information provided to you on the system it clearly states that the office does not open until 1 pm
Thanks for your reply, but when I I contacted the technician, he said he was busy on another job and this is what the office told me when I managed to reach them after multiple attempts. However, if was really the case, I accept the apology. The office voice mail did not say that they open at 1pm on the day I attempted to call them. Anyway I rest my case.
:-(
On July 18 2018 technician attended to service a fireplace. Cleaned unit and advised it needed a Thermo Electrical pilot power unit replaced. Quoted $469.28 installed. Unit available 1 week. I agreed and said I would pay then in case I was not available for the callback.Two weeks - no contact. Attempted several times, by phone, to contact. Left messages. No reply. Visited address to find that it's a common office. No one to talk to. Additional phone calls NOT returned.
Initial Business Response /(1000, 5, 2018/08/25) */
Contact Name and Title: Ed L
Contact Phone: ***
Contact Email: ***
Mr.,
I have called your home twice over the past week seeking more information about your complaint, have left a message on your answering machine with no return call from you. I have forwarded your complaint to the attending gas fitter for his comments and am awaiting his response. I have located the invoicing and indeed it appears you have paid for the part. Once I have heard from the Gas fitter, we can move ahead. In the meantime, it states on the invoice that you paid by cheque. Kindly provide a copy of the cleared cheque.
Initial Consumer Rebuttal /(3000, 7, 2018/08/28) */
Ed L,
***
***
Dear Sir,
Thank you for responding, by phone, to the Revdex.com file above. Unfortunately, I was not available to take calls at the time you phoned. The next day, I called your 8374 number several times, with no response. On my fourth call, the lady who answered, found my invoice of 07-18-2018. She said she would bring it to your attention.
My request is simple and straight forward, as presented in my complaint to the Revdex.com August 16 2018. I paid for a service call on our gas fireplace. The technician said we needed to replace the Thermo Electrical Pr unit for the pilot light. He quoted $469.28 for the unit installed. One week delivery. I agreed. The total invoice being $599.28. I paid by cheque with the understanding that he would arrange a time in 7 to 10 days. I have had no communication from your office since. Please arrange for the technician to complete the job as agreed, and light the pilot.
Yours truly,
***
Copy to Revdex.com
Final Business Response /(4000, 17, 2018/10/05) */
We are a little surprised to see this complaint closed as unresolved. Upon review with the customer we confirm the part that was not installed that was the subject of this Revdex.com complaint has already been install approximately 2 weeks ago
Final Consumer Response /(2000, 24, 2018/10/29) */
October 26, 2018
Attention: ***, Dispute Resolution Department.
The Pro Gas technician arrived September 20th, on time, to replace the Thermo Electric Power Unit, as agreed. When he tested the fire place unit, he discovered the Off/On switch was not operable. He concluded that there was a wiring fault (not the switch). We discussed and agreed to place a new switch, near the control unit, so as to shorten the wire lead, and not replacing any wire. The tech said he would source a low voltage switch and install it. We agreed.
Several days ago, Ed L of Pro Gas, phoned to complain that we had besmirched his credit ratting with the Revdex.com.
All we want is for our gas fire place to be usable, reliable and safe.
Ed L grudgingly agreed to install the new switch, but that we must pay for the installation time. I agreed to pay the cost.
The discussion deteriorated further, with Ed L finally telling me to find another service company, and never call Pro Gas again. I stated I'd not call him, ever.
I have no problem at all with their technician. He was courteous and careful on the job.
I am not impressed with Pro Gas's style of service or communications.
I had the switch replaced. The whole sorry matter is now concluded.
Thank you for acting as mediator, which got the Thermo Electric Power Unit replaced, after having paid for it up front.
My opinion is that through the Revdex.com effort, and my determination, we can now conclude this unfortunate incident, that started as a solicited service call in mid July.
I was extremely happy with the work done today by this company. *** did an excellent job. He was polite, explained well. He is well mannered and effective. The company phoned ahead of time, the work was done perfectly and I will use them again. This is the first time that my furnace was checked this well and they cleaned the filter. *** was honest about the fact the I did not need duct cleaning after he tested and inspected the ducts -- saving me $400. Thank you for a job well done.
Yes, Thanks so much for the glowing endorsement of *** We've drawn blood and am in the process of cloning as we speak.
I had a tech in today from Pro Gas and Heating Services and could not have been more pleased. He definitely knew what he was doing and discussed the whole procedure with me. He also was a perfect gentleman and I would not hesitate to ask for his assistance again.
His name was Farid and he was so thorough.
Mrs.
Thank you very much for the great review. We all like*** here at ProGas and Heating Service, he's always easy to do business with. Your right, he is a perfect gentleman, a rare find!