R & W Heating Energy Solutions

The facts are: *** *** called on 6/2/17; she had run out of oil and had no heat/or hot water. We explained all charges to her prior to going, which she agreed to as we are a COD company. She was quoted and charged daytime service rates, this was not an "emergency visit"
nor billed as one. We addressed her issue of running out of oil. The equipment was up and running when our technician left. On 6/6/17 the customer called again, this time she stated she had no hot water, we again went over all charges with her. The technician found at this time the oil burner primary control chattering, it had a bad transformer and the control could not activate the oil burner. This was unrelated to a "run out of oil" and the part was replaced and the labor charged, day rate again, no emergency visit charges. On 6/7/the customer called at approximately midnight, spoke with our Answering Service for no hot water. She was so rude, vulgar and hostile with our answering service, they felt compelled to record the conversation. They explained to her that calls in less than minutes, at midnight, our technician might take a little time to wake up and return her call. She would not accept this and continued with the hostile attitude. Our answering service then proceeded to shut off our phone service to try and stop her calls. They then called our technician at home to inform him of the situation and to have the technician call ASAP. Upon speaking to the customer and explaining that a no hot water call in June is not considered an emergency and we would be out in the am for a service call, she became hostile again, vulgar and yelling at the tech with threats.The customer called 1st thing on 6/8/17, we then explained to her, if it was related to anything we did, no charge, if it required a new part, the charge would be for the part only, she agreed and said her son was home with payment, she would leave a check. I also took her phone number in case there was any question on the technicians behalf we could reach her. Then the boyfriend called the office 2x immediately expressing his concerns and that it was too much money to charge a single parent, he also stated he "knows how she can get". Our pricing is not determined on single or multi parent households. When our technician diagnosed the problem with the indirect, this #was not related to any prior service call done and #was apparent there had been an ongoing issue, as there were at least fairly new parts sitting on top of the indirect. The indirect was also wired incorrectly. It was told to us by her boyfriend that he is an electrician. After correcting the wiring and installing the correct part, the unit was producing hot water, when the technician went to the son to get paid, he had no money, no check. I tried to reach the customer and left her voice mail, waited for a return call, then instructed our technician to put everything back 100% as it was upon arrival and remove the part. There was no charge for this day. The customer's son then called the office, being vulgar to the secretary about leaving them with no hot water. The customer called and was angry, and before a manager could call her back, she put negative face book posts online. Ironically, a friend commented " I'm surprised they made it out of your house alive" . The customer also stated she had a friend that would stop down to our office. Then the boyfriend called stating the owner should call him. For some reason, she feels we should have provided most if not all the services at no charge. Our company was professional to her each time we spoke with her.I am not sure what the customer wants at this point, she appointed herself Judge and Jury and decided what she should and what she would not pay for. She stopped payment on the check she wrote for services rendered, without any effort to hear the whole story. I would rather she not consider us for future service. We have marked the account as such. I wish her luck with whoever she decides to use in the future and to them as well

Review: [redacted] R&W installed a furnace for us. [redacted] offered us a 5 year extended warranty from his company. We had problems with the boiler from the begining. They had to come out numerous times for problems consisting of no water, cold water, little water, ect. I can not dispute that every time I called they came out but with an answer to all the problems being everything to do with our house and not the install and always acting like he did us a favor by showing up which we kept replying he installed the furnace and it was his product. He sold us a unit called an economizer that was the cause the first problem which [redacted] in a very aggresive maner insisted they never go bad. It was the unit and they had lack of education how it functioned and he offered us a free cleaning if we let him experiment or a refund, we took the refund. We had issues in J[redacted] making a whinning noise thru the whole house. They came out replaced the expansion tank, fuel pump to the motor, changed the valve on top of the pipe were the water goes in and out. After they left they had to come back 3 times for the pressure relief valve leaking everywhere. I called in August the noise stated up again. They came to clean the furnace [redacted] and said it was everything to do the the PSI's of the water, the temperature of the water coming from the street,ect. I followed up on all the reason's with phone calls and none of them were correct. [redacted] call screaming, very rude and told us he was done with our boiler and he will no longer service it. We made him aware we had a year left of warranty and he said he could cancel his warranty at anytime. We informed him the furnace was a lemon and it is only 4 years old. R&W never took any responsibility for any of the issues we were having with this furnace they sold us and installed.Desired Settlement: We would like to be compensated for the inconvenience of this furnace and we have to hired someone else to fix the problems because R&W is not honoring there warrenty that I have a contract for. We still have problems and I have to hired another Company to fix this furnace. I do not want R&W to be involved in our repairs anymore. We want to be reimbursed from this day forward until [redacted] when his warrenty expires.

Business

Response:

Complaint #[redacted]