Sauer Brothers Inc

Review: I called this company on Saturday 10/19 and got a call back from the service guy within 10 mins. He came to my house 15 mins later and that was the last good thing from this experience. A gentleman I will call 'Young **' arrived. I called for I had an orange flame and furnace would cut off and on in a cycle. When ** arrived, the flame was blue and furnace ran w/o cutting off. I felt bad since they arrived so quickly and at this point seemed for nothing. I said he could perform the yearly cleanout/maintenence since there was nothing wrong to him. He started cleaning and ran a camera on the exchanger and it looked fine. He then fired up the furnace and we were back to an orange flame and it cutting off and on again. He then started his troubleshooting, which lasted for over 90 minutes which he called his boss over 10 times on the phone for advice. He took a part from his truck and installed it, and we had the same thing. Later his boss said he needed a damper on the part he put in, so he took it out and put my original part back in. He put his electric meter to at least 20-25 areas and never finalized his troubleshooting. When he left after 2 1/2 hrs, I no longer have a flame and have gone over 2 days w/o heat with lows in 40's. I was told they needed to order a part and would contact me on Monday. On Monday I told the owner I did not have confidence I nthe man here Sat for he was confused w/wiring and swore many times due to his failed efforts. He even stated the F word at least 5 times while here. When I called mMonday to express the Young ** did not seem qualified and asked for another service man the owner said he had no one else to send, that was his only employee and since I do not have confidence in him, they said he was dropping the job and would not come back. I have no heat at this time.Desired Settlement: I wanted them to fix my furnace, put the part on they were ordering, or at least put my furnace back to how it was before they came with a flame, which I don't have now.

Business

Response:

In the case of Mr. [redacted] and our service tech **.

I have talked to both parties and this is my findings.

The complaint is that Mr. [redacted] says that our service tech responded to the job quickly and spent over 2 hours to try to regain heat. He contacted other service techs in our company for some advice on how to repair the furnace. He was told that the problem sounded like a sensor or a board. He had a board on the truck and installed it, the furnace did the same thing (no Heat) he then removed the board reinstalled the original he had taken off and said that he would need to get the right sensor and return on Monday. We got the part Monday and called to return and repair. Mr. [redacted] then asked if he would have to pay. We said he would have to pay for the part. He then stated he did not want our service tech to return and went on that he didn't think that it was right that it should take so long on Saturday to fix the furnace and we said that this fellow was all we had. He still did not want him back. We could not help Mr. [redacted]e now at all because he did not want the service tech back, the one who was so very concerned about getting his furnace running that Saturday that he spent over two hours to help him. I'm sure that trying to repair the furnace for over two hour was aggravating but I have never had a complaint with this service tech in his 2 1/2 years of working for us. I was surprised so I did ask him what the problem was. He said that Mr. [redacted] was very friendly and they joked around becoming friendly, he even had a couch in the front of the furnace where they talked. Again I am surprised. We did not charge Mr. [redacted]. When I talked to Mr [redacted] he stated that he had called another service company and they did not repair the furnace either instead they were trying to sell him a new one. I did apologize for his inconvenience and offered to send up another service tech but he said the other company was going to replace his furnace. I don't know what went on between Saturday and Monday with Mr. [redacted] but I have to assume something changed his opinion of our service tech. He did not have anything nice to say about him.

Consumer

Response:

The timeline is as follows, for Mr [redacted] seems to imply this all took place w/in 2 days.

10/19(SAT) Service Tech #1 came from [redacted]. He was there 2 1/2 hrs and when he arrived I had a flame, but when he left, I had no heat. My original complaint when calling [redacted] was an orange flame. This Serv Tech #1 did use offensive language including [redacted].

10/21(MON) I called and spoke with [redacted] who I was later told was in a wheelchair. I expressed my concern w/Serv Tech #1 for he didn't seem to understand and find the issue and his language. ** stated since I did not have confidence in his only man, he was just not going to do my work. I asked for someone else and he said no, there is no one else and he was dropping my call. No money or fees were discussed and ** said they would not be ordering my part. [redacted] did not call me this day to give me any update or status of the part, and the only thing that happened between Sat 150 min visit by Serv Tech #1 and Monday was Sunday, a time their office didn't answer so I could complain about his language and inability to troubleshoot the issue w/o [redacted]'s help and 10 phone calls on Sat.

10/22(TUES) I had onecompany (serv Tech #2) come out and stated my heat exchanger was cracked, something Serv Tech #1 did not find

10/23(W**) I had one more company come out, (Serv Tech #3) who confirmed the heat exchanger was cracked.

10/24(THURS) A*TER WAKING UP THE LAST 2 MORNINGS TO TEMPS BELOW 53 DEGREES IN MY HOUSE, I had Serv Tech #3 come out and was measureing for a new furnace when at about 11am on this date [redacted] called. He called only as a result of the Revdex.com complaint and only wanted to make it better. Well you can't tell people on Monday you are not doing the work, then have that homeowner wake up to 50 degree temps in the house, then ask what he can do to resolve the matter. I told [redacted] that he cannot resolve this now, for I have a company already measureing me for a new furnace, and the time to resolve this could have been 10/21(MON) when your company refused to send anyone to my house.

There has never been any discussion between me and [redacted] bros about payment other than Serv Tech #1 said he was marking his 150 mins as 30 mins, but after they told me they were not coming back, there was no discussion of money or charge for 30 mins for anything on 10/19.

I was very surprised Mr [redacted] gave the version of the story that was very manufactured to defend himself, while still not justifying why his cusstomer of so many years had to wake up to 50 degree house temp for days from 10/19 - 10/24, other than his company refused to service me.