Company charges $119 for inspection to identify fault. Fault was not identified after hour visit, but charged $255. Called back, and after another hour of furnace starting and stopping several times could not identify fault. Now claims they 'think' its the control board, and 'maybe' some other part, and for $800 will replace them. What happened to the original $119 that was suppose to definitely identify the fault in the first place? So now after $255 I have potential identity of the fault and for another $800 it might be fixed. I try again with another company.
It is now fair to update the comment and rating of this company regarding follow up events. After leaving the furnace to run in an intermittent condition until it finally broke it was easier to make a diagnostic assessment of the problem, and not have to randomly change parts. The company came back, replaced the main circuit board, and now after a couple weeks the furnace seems to be working in proper order. They offered to refund part of the original charge. That refund is still in dispute as they indicate it was processed but it has not showed up on my visa in almost a month now. I subtracted the refund amount from the payment made for the last visit. If it does ever show up on my visa I will send them a check for the refunded amount, but not till it actually shows up on my visa. The bottom line is the company behaved in a professional, polite manner to resolve the dispute, and eventually fixed the furnace. The company showed willingness to rectify the dispute at all times. This attribute might even be more desirable in an overall company assessment.
- Approximate cost of services:
- $255.00
- Company Response
Mr. James something is wrong with this situation. We will reach out to you immediately to discuss. We believe in delivering on our commitment of 100% customer satisfaction. We will call you immediately to resolve this. Further to my previous comment I would like to thank you for revising your review. We try very hard to deliver for our customers. In most cases we are successful. Your situation was unique and required more attention. I am glad you are satisfied with the resolution and that we were able to re-establish your confidence. Without honest customer feedback we will never improve. Once again I thank you for your honest critique and look forward to keeping your home comfortable in the future.
Happy New Year
Darrel