Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with this company for almost 4 years by now to service my gas boiler and I am very disappointed with the quality of service and especially, my recent billing and customer service experience. We identified the problem with the boiler ourselves (the igniter of our NTI T150 boiler was broken), called Legacy Gas Works Inc. and asked for the part to be replaced as there is no way to buy the part in the area if you are not a licensed gas technician. We specifically stated on the phone the brand and model of the boiler, serial number and the part name (even though this information was already on file as this company serviced this boiler for years), asked to send a technician with this specific part. First time the technician showed up without a part. He had a hard time finding the location of the part, we had to show it to him, left after 3 min just to come back with a wrong part and then left for the day after another 3 min without fixing the boiler. We had to travel the next day, so next time another technician showed up only in around 2 weeks. This time finally with a proper part, so replacement and testing took around 20 min. We received a bill with 2 hours of "gas fitting" time charged, truck charge and overinflated part price with a total of $462.15 for a 20 min job. We tried to dispute the extra hour charged with Legacy Gas Works as it looks like a scam where they just bloated the price and we have to pay for their logistics and communication issues (we did not request to come without the part or with a wrong part). All our complaints were absolutely ignored and we were told that they did us a favor that they showed up 3 times in our house ( from "kindness of their heart"), 2 of which were absolutely useless and unnecessary, just to overcharge us. We were never told beforehand that they charge "travel" time or "finding a part" time in the gas fitting hourly rate ($130+HST 15%), given the truck charge is added separately to the bill.

  Business Response

  Date: 21/07/2025

  As a licensed gas company and licensed gas technicians it is our responsibility to properly diagnose the issue which was already explained to the customer. When the technician arrived the boiler was taken apart by the customer. The customer stated they have been working on the gas unit themselves as a non licensed gas technician which is a huge safety concern and the reason why if you are not a licensed gas technician you are not able to purchase parts. Working on gas equipment can be very dangerous and people could lose access to their gas supply by working on their own equipment. The boiler is 20 years old, we previously issued a quote to the customer for replacement but they did not want to proceed. Per the notes on the invoice the technician went and diagnosed the issue then went to the supplier to source out the part, the part was not in stock and had to be ordered. The technician out of the kindness of his heart came back to our shop to see if we by chance had a part here for this 20 year old boiler that would get them going until the part came in, he found a part he thought might work and returned to the customers residence with it, unfortunately it was not the correct part. This visit was only billed at one hour which should have been more. The second visit to replace the part was also billed at one hour. As the customer stated they have been dealing with us for 4 years and have been charged for travel (technicians time to and from customers and suppliers and shop) and truck charge on previous invoices (see attached previous invoice). We are not oppose to adjusting an invoice for a customer within reason, this invoice was very reasonable and should not have been news to the customer based on previous invoices we have sent them.  

  Customer Answer

  Date: 21/07/2025

   I am rejecting this response because:
  1. The company lies about the boiler was taken apart by the customer. We did shut off the gas line and switched off the power supply to the boiler as these are the basic safety procedures when the boiler is not functioning properly, which every homeowner must know, and they are written in the user manual for the boiler. The boiler was completely assembled when the technician showed up and only the above noticed safety procedures were performed by us.

  2.As we had this boiler serviced many times during the term we owned the house and already had both the sensor and the igniter replaced by different service technicians, we knew the exact major signs of the broken igniter, where to watch to check on the flame and what error codes are associated with it. As we already had a spare flame sensor from previous maintenance by a service technician, we specifically called and asked for a technician to come with a new igniter as the boiler’s behavior and the error code proved the issue is with this specific part. We were never explained on the phone that the technician will come without the part, that they “must come without the part” or that they will charge us all their travel expenses at the rate of the highly professional licensed gas technician ($130+ tax per hour). It is the first time during all the years of service I was told (after the service was performed and I was billed) that I have to pay for all their travelling and logistics costs (from the office to the customer, from the customer to one supplier, from one supplier to another supplier, from the supplier back to the office to check for parts in stock, then back to my house for a guesswork and back to the office thereby proving their guess was wrong). Moreover, when I had the same issue a couple of years back (the igniter had to be replaced), I was told on the phone that their technicians always come for a visit with a few parts (which are more prone to failure) in their bag and both the flame sensor and the igniter are among those parts. If it’s proven to be that part they will charge maximum 1 hour of labor as this is what they always charge for a simple service call.

  3. There is no “kindness of the heart” in this situation, as the technician did not do it for free (then it would be really kind), he knew that the client will be charged, no matter how much time he will spend on all the logistics involved. For Legacy Gas Works it is just a way to make money on the client even if they don’t have the part in stock and otherwise make completely useless house calls. The technician clearly did not have adequate knowledge of this model of boilers, even though he was a “licensed gas technician”, he had no idea where the part is located in the boiler and how this part looks for this model of the boiler. We, homeowners and not “licensed gas technicians”, had to show him where the part is located and how to access the part, even though we only watched this procedure being done by other technicians a couple of times. The same technician came back with a wrong part based on his assumptions and guesswork, so he clearly lacked the knowledge base. It is also very suspicious that Legacy Gas Works doesn’t have a proper process in place to mark and store parts when all the parts are clearly marked with a list of boilers they can be used for. The technician just picked up a random part from the shop which “looked like a good fit”, even though we provided the brand, the model and the serial number of our boiler. I don’t understand why we have to pay such a high price ($130+tax per hour) for such non-professional service and behavior. In this situation it is very clear, that I had more knowledge about my boiler (even though I’m not licensed) than that “licensed gas technician”. When another technician came to swap the igniter 2 weeks later and the boiler started to work again, it was a solid proof that we, as homeowners, investigated the reason properly and pointed out a proper part when we called to ask for the part replacement. At the same time, Legacy Gas Works, while not having a proper part in stock, did not follow a proper procedure on their end and decided to double bill the customer just because they are monopolists hiding beyond the “licensed gas technicians” excuse.

  4. Legacy Gas Works mentioned that they gave us a quote for the boiler replacement and lied that we did not want to proceed. We did want to proceed, but when we called to arrange installation just 3 months after receiving the quote, the price magically increased by 75.5% from original quote $9,253.00 in June 2024 to $16.238.64 in September 2024 for the same model of the new boiler. I tried to reach out several times to inquiry why there is such a significant price difference just in 3 month after the initial quote and were vaguely told that the prices for parts and labor went up. This was clearly a lie as statistics for 2024 shows that CPI in New Brunswick went down from 162.0 in June to 160.7 in September, which gives us an inflation rate of -1% instead of +75% that their quote shows. I have attached both quotes to prove my statement. That was the exact reason why we refused to proceed with the boiler replacement with this company, the price was ridiculously high and the price increase in 3 months did not have any reasonable justification. My salary did not change in September 2024 compared to June 2024, neither my savings, but this company uses their monopoly position in the market to rip off their customers and overinflate prices for already expensive equipment. 

  5. I was aware of the truck charge $25 and did not question it, but, once again, it is the first time I was told about paying for all their travel time. I was not advised about it before the work started and never agreed to it. I specifically asked to bring the part on the first visit as I knew exactly what part I need and wanted to reduce time wasted by their licensed gas technicians. The previous invoice they attached shows hours that actually were spent while working on the boiler in my house as the issue was more complicated, not very easily identified, as no error was shown, just the water leakage while the boiler was still working. Nothing on the invoice states that the Gas Fitting Hourly Rate includes any travel time of involved technicians. 

  6. After I refused to proceed with the new boiler installation due to their unfair price inflation, I feel that this company punishes me every time by overcharging for all service/repair calls they receive on my boiler. This is very bad customer service and I think other customers have a right to know that this company lacks integrity, professionalism and honesty in their services while taking advantage of their monopoly position in the market and a special title of the “licensed gas technicians”. Something needs to be done in the gas services industry in New Brunswick as suppliers would not even provide the price for the part when we called and stopped at a part’s supplier location.  We were advised that we are not a “licensed gas technician” so part prices and purchase were not possible. This indicates price fixing and gouging in this field, suggesting a clear conflict of interest agreement among very few service providers and suppliers, specifically in the Moncton area.

  
  

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a natural gas furnace from Legacy in Dec, 2020. Shortly after we realized that hot water was scalding hot and temperature could not be regulated, going too hot or too cold. The first time they came for free and said all was installed properly. We have an AirBNB in our basement and guests confirmed it was difficult to shower. We had Legacy back several times and we were charged for service with no fix. They did turn down heat temp at one point and we were hopeful, but no real change, and AirBNB complaints continued. Finally, after our 11th official Air BNB complaint, and after the we had to reimburse a guest 200.00 (not the first time), I called one of there competitors to have a look. They almost immediately noticed that a "thermostatic mixing valve" had not been installed. Further, the competitor underlined in the manual where it stated the mixing valve was absolutely 'mandatory' for the gas furnace to work properly. When we contacted Legacy there in house expert admitted that it was not installed but was adamant that was not our issue. I then called the furnace manufacturer who confirmed that the mixing valve required and that was likely the cause of our problems. Finally Legacy agreed to install the valve, which they were suppose to back in 2020, at no cost. However our costs because of there negligence included 3 instances of them billing us, several reimbursements to AieBNB clients, and the $247.50 to ****** ***** *** ********* who diagnosed the issue in 10 minutes. We asked Legacy in an email to pay us $1000.00, which is far less than actual costs. They did not respond. So we sent another email asking for 1,000.00 in credit to cover future calls. Again, no response. So we thought contacting you might be worth a shot* ***** ** *** ***** ******.
  
  Again, they have never apologized or replied in any fashion.