Westshore Mechanical Reviews (%countItem)
Westshore Mechanical Rating
Address: 530 Elm St Unit A, Spring Lake, Michigan, United States, 49456
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1/2/2020 I called for a service on a simple mobile home furnace that was not working. I was aware that a service call was $79.00 as a Diagnostic charge,I was charged $89.00. After a short time I was told it was a Igniter,a very simple part to replace,the tech had one in his truck and it took him about 5 minutes to replace,I was never told how much I was going to be charged for this part by the service person. I had done some research trying to diagnose the problem myself the day before and had a parts list and cost of parts. A silicon igniter for my furnace was around $25.00 to $35.00 so I had a pretty good idea what it should cost. When the service person presented me the total bill it was $340.00, $89.00 for the service call and 251.80 for the ignitor.I was dumbfounded and asked why I was so over charged for this simple part,I didn't get a reasonable explanation. I called their office and emailed on their website and got no response. I was grossly overcharged for that simple part and repair. Nothing more than price gouging,overcharging the public on uninformed people.
Product_Or_Service: generic silicone nitride surface ignitor for home
Order_Number: invoice#
Billing Adjustment $175.00 refund
This is the response we have been trying to send you from your website submission but you must have mistype your email. also the email you gave us for our records was incorrect as well.
Our diagnostic charge Has always been $89.00 not sure where you got the $79 it must have been from a competitor.
Mike did tell you after giving you the bill that he could remove the part and only charge you the $89 and you told him it was fine and to leave it.
We did give you a opportunity to deny the repair.
We also have your signature authorizing the repair and another signature saying work was done to your satisfaction. So there was plenty of opportunity to have us stop the repair and not be charged. I am sorry you feel this way.
Here is the reply we tried sending you
We received your submission to our website this weekend 1/4/2020, we talked to Cris and mike about this issue. I am sorry you don't agree with our pricing, but I can assure you we are priced very fairly in our industry. We are NOT trying to take advantage of anyone. Mike said you had a pricing from when the furnace was manufactured. I can guarantee pricing has gone up as well has the quality of the parts. You are also paying for our fully trained Tech and a Van stocked with parts. Also business overhead and insurance just to name a few things.
We utilize a Flat rate billing system. Our pricing uses the national average for the time charged as well as parts cost. By using flat rate if Mike installs your igniter in 10 min, and we send different Tech out and it takes him 2 hours you would be charged the exact amount. It's the same as going and getting your car repaired. They look it up in a book and it tells them what to charge. Westshore Mechanical and many other companies like us are set up the same way.
I hope this explanation helps. We want to keep you and everyone else a customer of ours for life and we do not want to lose you as a valued client.
If you have any more concerns, please contact Todd or myself
To whom it may concern, April 8, 2018
I wanted to write a letter in regards to the recent encounter we had with the company Westshore Mechanical in ***, ***. In December of 2017, we called Westshore Mechanical to come and look at our furnace. They seemed nice and professional. They came and ended up having to replace the exhaust blower on our furnace. It still worked but was beginning to fail and that was why we were having problems with our furnace periodically going out.
They set a time and came out and as far as we know properly replaced the exhaust blower and either replaced or reattached all pipes properly in order to ensure proper ventilation of the carbon monoxide from our furnace.
We paid our bill and as far as we knew things were good.
Much to our chagrin, this was NOT the case. After working in the basement doing some other updates (painting and reorganizing) my husband noticed a strange odor. He proceeded to check the furnace and the exhaust and found the problem. The exhaust pipes had NOT been properly attached. The rubber pipe from the exhaust blower and the PVC pipe, which vented out, were the same size and instead of properly placing a fitting between the two, utilizing the tube clamp and glue to attach the PVC pipe, the employee had decided to merely place the two pipes in close proximity of one another and use a clear caulk to try to attach them. This method (obviously not an appropriate choice) FAILED.
We are not sure how long we were exposed to the ill effects of carbon monoxide poisoning but my husband and two of our four children had been experiencing definite symptoms of the afore mentioned.
My husband, rightfully upset, proceeded to call Westshore Mechanical to alert them of the negligence and see what would be done to resolve the issue. We do not assert that this mistake was made intentionally but we do believe there was some negligence on the part of the employee.
My husband spoke initially with a woman who took his information and informed him they would call him back. He was called by a man named *** and the conversation which followed was in my opinion COMPLETELY and UTTERLY uncalled for and should never have taken place.
Under the circumstances, I would assume any individual would be upset that their families safety was put at risk for an undetermined amount of time and had it not been caught when it was, could have resulted in detrimental results! I will concur that my husband's tone was rough and aggressive and he had major concern for the immediate resolution of the problem. Instead of reacting as any business owner who provides a service should; and attempting to diminish the tension and anxiety in the situation, *** proceeded to say to my husband, 'Look at you trying to be ***.? This response only escalated the situation. The conversation continued, my husband was upset, but I will mention did NOT stoop to the level of using foul or vulgar language in response to this man. In the end, the man told my husband to '***? and hung up the phone on him.
This is extremely poor business practice for a company in which we as consumers are placing a large amount of trust to perform their responsibilities properly and to communicate with us regarding any issues in a professional and resolving fashion.
My husband, being a knowledgeable and confident man, chose to review the process for properly venting the exhaust and repair the issue himself. Had we not been in the situation to repair this, I hate to think of how this may have ended.
We want to make sure this does NOT happen to another family or individual.
NO ONE SHOULD BE SPOKEN TO IN SUCH A MANNER AFTER THE NEGLIGENCE OF THE COMPANY ITSELF COULD HAVE CAUSED SEVERE ILLNESS OR EVEN RESULTED IN DEATH!!!!!!!!
Thank you for reading this account. Like I said when we first dealt with this company I would have reviewed them well. However after having a problem result from their improper work (intentional or not) and having to deal with the unprofessional response to this issue, I would surely rate them low and encourage all friends, family and strangers to steer clear as they obviously cannot handle any one challenging their poor performance.
Sincerely
No settlement requested - for poor review to ensure others do not have to deal with this problem.
I RECEIVED A MESSAGE FROM OUR ANSWERING SERVICE ON THE SATURDAY MENTIONED THE MESSAGE STATED " CALLER RECEIVED OUR SERVICES FOR THEIR FURNACE EXHAUST BLOWER A MONTH AND A HALF AGO. CALLER WAS DOING WORK IN THEIR BASEMENT AND SMELLED CARBON DIOXIDE. CALLER STATED WHOEVER DID THE WORK DID NOT HOOK UP THE RIGHT SIZE PIPE BUT INSTEAD USED CAULKING. CALLER SAID WE ARE LUCKY THEY DID NOT CALL THE POLICE AND IT IS TO BE FIXED IMMEDIATELY "
SO I CALLED HIM BACK ABOUT 20 MINUTES AFTER RECEIVING THE MESSAGE.
I TOLD HIM WHO I WAS AND ASKED HIM TO EXPLAIN TO ME WHAT WAS GOING ON. HE THEN EXPLAINED TO ME WE WERE JUST THERE A MONTH AGO AND HE HAS BEEN DOING A LOT OF WORK IN THE BASEMENT NOW THE EXHAUST PIPE IS NOT CONNECTED.
I THEN TOLD HIM WE WERE THERE ON DECEMBER 15 ALMOST 4 MONTHS AGO. I THEN SAID EVEN THOUGH OUR WARRANTY PERIOD WAS OVER IF IT WAS SOMETHING WE DID WE WILL COME OUT AND MAKE IT RIGHT. HE THEN GOT AGGRESSIVE AND SAID IF WE ARNT THERE NOW HE WAS CALLING THE POLICE. I AGAIN TOLD HIM IF ITS SOMETING WE DID WE WILL TAKE CARE OF IT. I ALSO SAID IS IT POSSIBLY YOU KNOCKED IT LOOSE WORKING AROUND THE FURNACE. AGAIN WE WERE THREATENED WITH THE POLICE. I THEN TOLD HIM HE CAN DO WHAT HE THINKS NEEDS TO BE DONE AND THE POLICE CANT DO ANYTHING ABOUT THIS SITUATION IT WAS AT THAT POINT I DECIDED WE WILL NOT BE GOING OUT TO HIS HOME AS HE WAS PRETTY HOSTILE AND I WAS NOT GONNA PUT ANY OF MY EMPLOYEES IN THAT SITUATION. ALSO MANY FURNACES COME WITH HIGH TEMP SILICONE TO SEAL THE PIPE TO NEW INDUCER MOTOR THAT IS A NORMAL REPAIR.
WE WOULD HAVE BEEN MORE THEN HAPPY TO FIX THIS IF IT WASN'T SUCH A AGGRESSIVE CONVERSATION ON HIS PART. EVEN IF HE HAD KNOCKED THE PIPE LOOSE WHILE WORKING AROUND THE FURNACE WE WOULD HAVE REPAIRED THAT DAY FREE OF CHARGE.
OUR LABOR WARRANTY ON SERVICE IS 60 DAYS AS IS EXPLAINED IN DEPTH ON ALL INVOICES
(The consumer indicated he/she DID NOT accept the response from the business.)
We reviewed the response from Westshore Mechanical. We must admit we are not surprised at the way in which they tried to make the issue sound as though we were the ones to cause an issue. As I mentioned in the initial complaint, my husband was aggressive and expressed sincere concern for the problem that occurred. As an outsider on the phone I too sensed the aggression and was surprised by it but I did not here the vulgar and condescending tone and language on the other end of the phone. Once this was relayed to me I was in complete shock that a small business owner would address any customer in this manner. Westshore Mechanicals response is in a matter of words is NOT acceptable to us and we want to ensure that this complaint is recorded against them and will NOT be disregarded.
I would very much love to just let this go, but I do not ever want to have anyone else spoken to as we were under any circumstances.
Thank you for your efforts.