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ProTECH Mechanical Inc

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Reviews ProTECH Mechanical Inc

ProTECH Mechanical Inc Reviews (6)

Complaint: [redacted]I am rejecting this response because: The serviceman, Dennis, who was the last one here, never offered to order a part for met let alone ask me if I wanted it overnighted.  My niece was here the entire time, hear our conversation and instead heard Dennis chastise me for being inpatient while he proclaimed he was trying to save me money. He told me he would call and check on the water heater the next day.  Neither he nor anyone else contacted us.  When it continued to fail after three weeks, I called another plumber.   I understand the water heater was 8 years old but I thought three weeks provided plenty of patience.  I was also shocked by their response that basically the Navian we had purchased on their recommendation was not a reputable product.                  
     I think you can understand from the tone of the response and condescending attitude from ProTech how NOT customer service oriented they are to their customers, a long standing customer prior to this experience.a  The one repairman they sent was apparently not a licensed plumber, he was the one who hit the unit with hammer.  I am no plumber, but I pretty sure that fixed nothing.  this is the same repair man who told me he would not have bought a Navian, he would have bought a Renai.  I mentioned it was your firm who sold it to me and his comment was well it isn't a good product.  I paid around $2500.00 for it 8 years ago.  
I still am demanding a reimbursement for this poor quality and obvious overcharge for the lack of a repaired hot water heater, three weeks of trying to repair to no avail and the need to hire someone else who immediately fixed it.  Fixed it in one day for $250.00 total. Sincerely,[redacted]

Complaint response Summary  Revdex.com complaint  ID #: [redacted]
Response Protech Details: Respectfully I say not so, We pride ourselves in being a A+ rated Revdex.com Contractor.. this accounting of what happened is distorted, incorrect and incomplete.  We are involved in literally hundreds and...

hundreds of such repairs where there is not such a caustic review.... This was a dimensional  and difficult repair.  The repair of older high tech water heating equipment is multi-dimensional at best, particularly in this 3-step repair correction of a Navien tankless water heater that was 8 yrs old..  The suggestion that it cost too much and should have been a quick fix, if we were knowledgeable.... makes no sense at all as we present these facts.  The quick fix position brushes aside the difficulty and dimensions of what we actually found necessary for repairs in steps 1,  2 and finally step 3.  In step 1 water was spewing everywhere and leaking with the unit not heating water for showers.  A special  order electric water solenoid valve had failed and was leaking badly requiring a replacement of this valve, to be done by a licensed plumber, so temporary leak stoppage could be achieved, but  we then had to locate the solenoid valve from Manufacturer, order and ship with the associated time required. Since water heating was made possible  due to temporary stopping of leak, no overnight expenses were created or particular urgency on the part of the customer.  We did have to travel to and from customers home with install, test, labor and leak check  when this 1st part arrived a week later.  After this it allowed further run testing to be possible. On a single dimensional fix this would have been the conclusion of the repair, but this repair was needed before step 2 or 3 were even possible.  Kind of like a flat tire must first be fixed before further travel down the road is possible.  Step. 2. Since step # 1 repair was corrected and completed now having no further water leaks we were able to continue operation checks and then finding step 2 problem of low inlet natural gas pressure; it required an MDU third party adjustment to correct at the meter as procedurally required by MDU. Trouble shooting was, of course, required also in these determining steps.  Step. 3.  Finally the intermittent lock out condition was found in still another component control of a proportional fan switch which operates the fan speed to coincide with a firing rate increase to high fire when more than one fixture is used at the same time.....we identified this only after problems 1 and 2. were corrected, only then could this last problem 3  be identified.   An observing end user can easily have an incorrect perception on both complexity and the way success is achieved for such dimensional service problems.  They are at times very difficult.  Looking in hindsight does give a view not seen in the discovery process of rooting out, indentifying and fixing intermittent and multi tie step repairs with modern equipment and special parts, which in this case were available only by special order or used parts which we avoid.  For the customer to have wishful hopes of a  $ 250 bill for the entire process .. lacks understanding as to what was actually accomplished in the first two steps before step 3 correction.  $250 is what remained for the final component swap out after all other levels of correction were identified, two of which were completed at this time with only the third final step 3 correction remaining to be done , but which had previously been identified and ordered... This is when the customer apparently felt it made sense to call another company.  We are very experienced in the tankless  heaters like this Navien, which has become obsolete and discontinued. Tankless water heating equipments are ever improving and in this case has been redesigned .   Our experience ranges back 35+ years with some of the first units that came to market.  We have been both factory and distributor trained in the these popular  products in the marketplace today. . To suggest that there was lack of knowledge or training is just not so. Repairs can be very difficult and particularly when there is intermittent problems,  as in this case.  While the fee for the first step of repair was expensive, plumbers are not cheap, the chronology of the 3 steps to correct were required. Having a plumber do the first step repair of the spraying water was mandatory by code.  To legally perform step1 repair as needed a plumber with a Montana Plumbing License was required.  Please note  again that difficult availability for an obsolete unit parts slows the process.,  It is a curious point that the other guy  actually had the new or used part but it was coincidence none the less..  We understand while this switch is necessary to automatically adjusts the firing rate an air injection a further delay became necessary because a new part was unavailable in our search but then was ordered as approved by the customer.  We declared this part faulty,  told the customer that we would order, and left operation temporary in low fire. We would again have to wait till it arrived... no next day shipping was authorized.  With the flame being locked in low, showers were possible, but at no time after step 1 was the customer without hot water.  The customer was cross, which is understandable due to inconvenience and time delays but while these repairs and this inconvenience was unavoidable it became apparent that little appreciation from the customer was lost.  We found out when the part came in that the customer had called someone else, but without letting us even know.  Whether they notified the competitor of the needed part that we'd identified beforehand and whether he had a new or used part,  is unknown,  but since this competitor sensationalized an alleged danger suggesting we created a problem, this claim is neither substantiated or provable.  We in the contrary do stand in doubt of the legitimacy of such a claim and of the predatory communications of such a serviceman.. The UL rating and built in safeties of Navien equipment are protected in such a way to guard against  possibilities such as this. Since we were not allowed to finish the work that needed to be done and were not given even the courtesy of a call so we could cancel our part order .....we had to absorb the cost of this special order.  . The final step 3 repair even though it had been agreed to be done does not take away the fact that steps 2 and 3 were accomplished with this final correction being identified and part ordered.  but even so  this final step was not a repeat of anything we had done at all up to that point but would have been required to be done  no matter who did it.  To make the request for refund of trouble shooting and repair corrections of step 1, 2  is baseless.  A refund for  75% of repairs performed is both unreasonable and denied.  
Respectfully.........  R.E. Adams............  Protech Mechanical.
I also confirmed that the procedural repairs were performed withthe manufacturer tech conference in the loop of our corrections. The low fire lock in was the very thing that was made to limit a potential runaway heating condition as was supportive of safety rather than contributingto an unsafe condition

If you want a upstanding business look elsewhere. They quote you one price and times it by ten. They don't do there work professionally. The work they done took them 3 days longer than if I done it myself and my two brothers. We found a lot of things that they did not put in but charged us for. When we contacted their office we got told to pay it or else. The person in charge said that it was right so pay it or else we take you to court. I have, also, heard others that have used them said things negative about them.

NEVER use these people for anything. TERRIBLE customer service. They have some good people working for them, but getting them TO the job is the problem, and getting them to FINISH the job is an even bigger problem, and getting them to get back to you? Dream on. They installed a water heater for me, in Dec. of 2014 and that went okay. Ffw to three weeks ago in mid-october 2015, a seal on the top of the water heater melts, I've got hot water crawling up the cold water pipe, the pressure valve is going off, and I call the technician to come out to inspect what is wrong with it. He looks it over, and tells me to call him if the pressure valve starts going off at regular intervals. It's a weekend, so he can't do much. Come Monday, I have to call and call to get anyone to help me. They come back out, and inspect my water heater, tell me that the stuff going on with it is NORMAL, but then start to look at my heater, which is right next to my hot water heater, and tells me that might be the problem. Miraculously, I get one of their HVAC guys out to clean and inspect my heater, and he tells me that he is unable to get parts for my heater, and that I need a whole new one. Okay, so I schedule one to be put in on the 3rd of November, one week away, since I don't want to be without heat. On the morning of the 3rd, I call the woman at the office to find out what time they'll be here to start the installation. She says that it's for the 6th. NOPE. I specifically asked for within one week, so to get it done before it gets to be 10 degrees below zero outside. And I specifically wrote it down on my calendar in pen while we were on the phone, so as to be sure to have everything ready to accommodate them for the job. I just cannot believe these people. They act like you have nothing better to do but wait on THEM. I've also had issues with them in the past where they did not get back to me with an estimate for the installation of a sump pump. There's better companies in Billings to work with. I think these people could use better office help, and need to not take on so much that they lose customers.

ProTech Mechanical is a business with outstanding service. We had Ernest problem solve our furnace weird noise problem. He quickly determined that the main fan and and motor were going out. We caught it just in time...before the furnace completely quit working during winter months. ProTech has quality people on staff and fix problems quickly. They are reputable and conscientious.

Having problems with my central air - Pro Tech installed it 4 years ago. They were supposed to call me at 8:30 to insure I would be home no call so I went to work. Called me at 9:22am and I told the tech about the problem and that it only seems to happen when it's hotter outside say in the 90's. Yesterday in the low 80's unit ran like a champ. Tech says oh we can still figure this out. Meet him at the n house he hooks up his gauges takes a look a the pressure says that's okay. Looks at the thermostat that's okay - makes some phone calls cause he can't figure anything out spends about 20 minutes on the phone. Checks the fuses feeding the unit and says this could be the problem - supposed to have 25 amp fuses and it has 30 amp in it. Told him well you guys hooked the unit up. Well can't figure anything out so we are done. Writes up the bill called me at 9:22 we where done at 10:45 and charges me for 2 hours at $89.00 per hour for nothing except hooking up his gauges. I would have gladly paid the $89.00 for the 1 hour minimum and another $22.50 for the additional 15 minutes. Total time at my home was 1 hour and 5 minutes so I went and talked to the owner and he started throwing all this b.s. at me about travel time fuel charges etc and where they broken out on the bill. I told him no and he aid oh well he just lumped them all together. I also told him that they called me at 9:22 and I indicated I could meet him at my home in 15 minutes as no one called me and so I went to work so told him I got home at 9:40 and that when the tech started his work. No he says is started when he called me he had to wait on me. Bottom line very unprofessional and am sorry that I ever recommend them to anyone. Customer service is what keeps a business thriving and I received none here.

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Description: Mechanical Contractors, Plumbers, Sheet Metal Work, Water Heaters - Dealers, Refrigeration Equipment - Supplies & Parts, Water Filtration & Purification Equipment, Contractor - General Green Builder, Geothermal Heating & Cooling, Air Conditioning Contractors & Systems, Heating Contractors

Address: 1100 Central Ave, Billings, Montana, United States, 59102

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