Poor service and questionable repairs
Mr. Ken W, it was obvious from our lengthy telephone conversation and by your own admission you don’t know what you are talking about when it comes to furnace repairs, when I explained to you in fine detail why your furnace was giving you problems and how the inducer motor assembly was needed, you still managed to manipulate my words in your review. Let me reiterate what I discussed with you, our technician started up your furnace and based on the error code indicating ignition failure, he performed a vacuum pressure test on your inducer motor using a digital manometer and determined that the inducer motor was slowing down when it got warm causing the pressure safety switch dropped out, as indicated on your first invoice during his initial diagnoses, a clear indication that the inducer motor is seizing up when warm and must be replaced. After the much needed inducer motor assembly and pressure switch replacement the technician performed multiple tests before leaving and your furnace was up and running. The following day you phoned our office and we sent a technician to your home and he made a minor adjustment that I admit the first technician should have done after replacing the inducer motor assembly. You indicated to me that you only had your furnace serviced once in the fourteen years since that furnace was installed despite the manufacturer recommending regular maintenance. BC Furnace has been operating for over thirty years and we do approximately thirty to forty service calls per day with thousands of very satisfied customers. Finally, your suggestion that your furnace only needed a minor adjustment and not the inducer motor assembly is preposterous and “no I’m sorry you cannot have a free inducer motor assembly.”
I have read the information you provided in your multiple reviews plus I’ve sourced information from the staff and it appears you are not being honest with all of your statements in your reviews.
The repair done in April 2015 was a loose thermostat wire and was recorded in our database, the repair done on November 25, 2015 was your limit switch had failed and while the technician was there he did some additional tests and cleaning at no additional charge. I find it very hard to believe that on November 25, 2015 it was the first time you had your furnace running since the April 2015 repair. It got down to 4 degrees Celsius in Coquitlam in October 2015 and got down to -4 degrees Celsius before November 25, 2015.
It is my understanding that you were verbally abusive to the staff over the telephone, I have a very strict policy in my office, if any staff member is exposed to verbal abuse on the telephone then they have my permission to hang up on that customer immediately, no human deserves to be treated the way you treated the staff.
You claim you and/or your wife were never given a price to repair your furnace, for your information, all of our prices are clearly publish on our website for consumer protection, we are proud to say we are one of only a very few that do this, furthermore we always advise our clients of the service call charge on the telephone while taking the order, this eliminate any possible confrontation between the customer and the technician while out in the field. Also, for your information, it is the consumer’s responsibility to find out the price before accepting the contractor to do the work. I find it very hard to believe that you would allow us to perform the work at your home without first gaining knowledge of what it would cost.
Your aggression is also displayed in the way you wrote your reviews, try to use some etiquette when dealing with matters of this nature. Your behavior is unacceptable in our office and I’m sure it is unacceptable conduct in the educational system.
The fact that you wrote a review is a good thing, but what you wrote has tarnished the education system and now every teacher with the same last name as you will be looked at differently by the student’s parents, thanks to you plastering your last name on most review sites.
