Restano Plumbing Heating & Cooling Inc

Review: On October 8, 2013 this company installed a brand new furnace in my rental property. On October 7, 2014, the furnace blower would not work and the house filled with smoke. My tenant call Restano. The service tech would not come out that evening. He showed up at 2:30 the next afternoon. He found the problem which was a loose wire, fixed it and then took it upon himself to do a service. They then billed me for $159.00. I did not ask to have the service done. They were called to get the furnace running again, which as far as I'm concerned, it never should have stopped being it was only used for about 7 months. Anything above and beyond fixing it should have involved a phone call to me and my authorization. I feel I have been taken advantage of. I did call the company when I got the bill. Thats when they explained that I was not paying for the repair to the furnace, but a service I never requested.Desired Settlement: I do not feel I should pay this bill, which as of now I have not done yet.

Business

Response:

After reviewing over all the details of your complaint I have come to the following

conclusion.

Our technician should have been available for the service call on October 7, 2014 with

our 24 hour emergency service. The technician has been informed of his mistake.

The loose wire that was the cause of the problem can unfortunately happen over the

course of a heating season from the vibration of the unit as it operates. We do recommend

routine maintenance to avoid these issues.

The technician should not have done any extra work or changed any parts without first

quoting you a price and then getting your approval.

Please disregard the bill for the amount of $159.00 that was sent to you. If you have

already mailed in the payment then you will be reimbursed the amount upon receiving the

payment.

I’m sorry for this inconvenience and hope you will continue to use our services. Thank

you.

Review: This series of events is in regard to my Weil-McClain gas-fired boiler, CGM-5-PI, Series 10, Serial #CP2191566.

December 19 – Technician cleaned and serviced the furnace in the morning and indicated that the “pilot sensor” fell apart in his hands and a new one would be required for a cost of $345. The furnace worked properly. Prior to the service, the furnace had been working properly for the entire fall season. I understand, however, that sometimes this happens and I have no issue with it.

December 27 – The furnace was working properly when we left for the Christmas holiday on December 23. When we returned the afternoon of December 27, our home was cold. I went downstairs and opened the door to the furnace room. The furnace was making a clicking noise about every half second and the smell of natural gas was profound. I immediately turned off the furnace, opened the windows and called the Restano office and requested emergency service. Technician arrived and inspected the furnace. Technician indicated it would require a new “spark box” and that he didn’t have one on the truck. He returned to his shop and called me to inform me that the part was not in stock and it would have to be ordered Monday. The cost for the emergency service call was $41.

I needed to purchase two oil filled space heaters at [redacted] for a total cost of $149.76 to make areas of the home at least livable until the furnace could be repaired.

December 29 – Technician arrived and inspected the furnace, he indicated that some type of ceramic device was broken causing an electrical arcing which prevented the furnace from lighting. Essentially, he would need an “ignition kit” rather than a spark box. He returned some hours later and installed the kit for $310. The ceramic device which failed is right next to the new device which was installed on December 19.

December 30 – I called the Restano office to indicate that the technician indicated to me that the $41 charged for the emergency service call on December 27 should be deducted from $310. She said she would take care of it. It wasn’t and my credit card was charged in the amounts of $310 and $41.

Sometime during this period, I called the Restano office and requested the part number of the pilot sensor purchased on December 19. One of the female office staff persons (not the answering service) indicated she would reach out and get that information. To date, that request is still outstanding.

Restano has cleaned and serviced this furnace regularly since 2007. Therefore, my main concern is that I find it difficult to believe that an additional component failed, on its own and caused a potentially dangerous fire situation and an additional $310 in repairs, within 8 days of a neighboring device being replaced and the furnace cleaned and serviced.Desired Settlement: I want the following:

1) I want a refund of the emergency service call charges of $41 as I was told this would be refunded.

2) I want the "ignition kit", installed on December 29, at Restano's cost

3) I want to reimbursed for the $149.76 for emergency hear sources I needed to purchase. If Restano would like to take ownership of these devices at that cost, I am OK with that.

4) I want the manufacturer and part number of every component which Restano has installed on my furnace during this period.

5) I would like a response to the certified, return receipt letter I sent to Mr. Restano (received at 130 Anderson Lane on January 12 at 11am) requesting resolution of this situation.

Business

Response:

Mr. [redacted], After reviewing over all the details of your complaint I have come to the following conclusion.First you were billed an additional $41.00 from the visit on 12/27/14. This amount will be reimbursed to you. Second, after speaking with the owner of the business he is happy to purchase the space heaters off of you for the amount of $149.76. Third, I found that the part you paid for on 12/19/14 was also replaced when the ignition kit was replaced. Being that the part was only 8 days old at the time of the ignition failure which required the new kit, we feel it’s only right to reimburse you for the labor and mark up on the part. I will be reimbursing your credit card for the amount of $346.76. I’m sorry for this inconvenience. After speaking with you on the phone I would like to state once again how thankful I am to you for bringing this matter to my attention. Thank you.[redacted]Restano Inc. Sales/Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On 11/14/14 I called Restano Heating when my furnace was not producing heat. Technician [redacted] arrived about 7 hrs later complaining the company sent him to [redacted] from [redacted] at 5pm on a Friday. He took cover off furnace and said he would not be able to repair because Restano only deals in Carrier equipment. Regardless, technician took apart and located 1 dead bird in the inducer and put back together. Furnace still did not work. Retano tech stated I needed a new inducer and pressure switch and his company could not get the parts. Restano technician charged me $69 and said to call another Heating company. Next day I called [redacted]. [redacted] tech found 2 additional dead birds in the inducer and put back together. Furnace worked fine. I then had to pay [redacted] heating. On 11/22/14 I called Restano to file a complaint. I was assured that a supervisor would return my call. Not one response from Restano. I encourage everyone to avoid this company.Desired Settlement: Refund my $69 and better train employees.

Business

Response:

After reviewing over all the details of your complaint I have come to the following conclusion. Our technician should not have arrived at your house with a poor attitude on November 14, 2014. Poor attitudes lead to bad service and letters such as this one. The technician has been informed of this wrong doing. Most times if there is a bird in the inducer assembly it is only one. Still [redacted] should have seen the other two birds and had your heat up and running that evening. I’m certain if that was the case the service provided would have been okay. I’m not sure who you spoke to on Saturday November 22, 2014 to file the complaint. I checked all of our records for the incoming calls that day and have not been able to locate your call. Had I received it I would have resolved the issue immediately. I will be sending you a reimbursement payment of $69.00.I’m sorry for this inconvenience and hope this will settle any dispute you have with our Company. Thank you. [redacted] Restano Inc. Sales/Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.