We were having problems with our furnace back in December and I called Pro Solutions to "fix" the problem. Then in January we were the same issues with our furnace when it was very cold outside. I called them again to come fix the problem that was never fixed in the first place. The company sent out the same technician to review the problem. The technician showed up and told me that I have 19 PPM carbon
monoxide in my house, that I have a cracked heat exchanger and that this is not repairable. The furnace cannot be replaced. I got very worried since I have two very young kids in my house with one who has asthma. The technician then called the owner, Jason, who showed up within 15 minutes to talk about new furnace options but refused to give me a physical quote. This raised alarm bells with me. I then decided to get a second and third opinion. Two other companies confirmed that there is no CO whatsoever in my house and that the heat exchanger is not cracked. It really was a simple fix. Now that I know that we were on the verge of being ripped off I started doing my homework on this company:
*The technician that came to our house twice was a second year Gasfitter working alone without supervision of a Journeyman Gasfitter
*The Alberta Apprenticeship Board cannot confirm Jason is a Journeyman Gasfitter
*If you look on YELP reviews you will find similar people who have been in the same situation. This is not the first time they have tried this. Also one of the companies that came to our house confirmed they have had 6-7 customers who have had the same false CO emissions diagnoses from Pro Solutions.
*We have paid close to $1700 in 2016 on our furnace. Looking back their repairs were most likely a not necessary.
*Everything was recorded on camera if there is any dispute.
The owner and technician saw an easy target to take advantage of, a mom with two young kids with very limited knowledge of furnaces. We are lucky to figure this out before spending $5000 to $7000 on a new furnace.
- Approximate cost of services:
- $1,700.00
- Company Response
Dear Katie. I've put a message on Facebook also from the same visit you commented on socially.I want to apologise for the stress this has caused you. You are correct, it would have been better if the words "Better call ATCO" had come out of my mouth first and get a second reading. For that I am sorry. I wish I had suggested it first. That is our usual protocol. Getting a CO reading is startling and serious and it is courteous to offer to be double checked. I can only claim falling short of perfection because I had a 'human moment' and I am personally sorry that your experience with me and my family run company was not up to my usual high standard. I'm sorry you felt I let you down that weekend. If you would give me the another chance, I wish to try to make this right for you and your household. You had called us with a new concern and I want to honour that request. I would appreciate a phone call back if you so choose.
Kind regards, Jason, Team ProSolutions Plumbing & Heating