I have mixed feeling about this review, because we previously had good experience with R&B. We do like to share this so people have more information to help with their decision. We asked R&B to service our boiler (clean it) and fix a flame sensor issue. When we called the service, we specifically asked for a technician that knows the type of boiler we have and said in advance that the fault we had was a flame sensor, so we expected the they will have a flame sensor replacement with them (most common issue with boilers).
When their “experienced” tech came, he tried to start the boiler, and when couldn’t he said we needed to replace the whole control panel ($$$$$). I had to explain him how to reset the boiler and show him which is the flame sensor vs ignition system, as it was his first time seeing this type of boiler and controller. At this point I asked that he simply clean the boiler and change the sensor and connect with me if there are any issues, as I had to leave for work.
After 3 hours working on the boiler (learning about it control features), the tech calls me to let me know that he couldn’t fix the boiler because he didn’t have a replacement sensor. And of course charged my credit card about $400. Not only that it was not fixed, the control settings were completely changed, causing a real control fault and completely decommissioning the boiler control system.
I am not sure if the boiler was even cleaned, because the tech told me that he did not have the appropriate cleaning tool. It took me 10 minutes to replace the sensor and fixed the issue.
I cannot imagine how R&B treat customers that are not technical enough to know when they are being deceived.
- Company Response
Mr. Green, Thank-you for your feedback about your great previous experiences with R&B. We take great pride in providing quality workmanship to our customers.
I have read your account of your most recent experience. Although our record of the actual events are very different from how they have been described here, point of view from the customer perspective is very important. I regret that you feel that you did not receive value for the services you received.
If you would like further clarification of what was done and why it was required by the manufacturer, please connect with R&B directly.