Complaint: We hired Furnace Phys. Back in October of 2010 to install a new heater for us which by the way Home Depot had him as there installer. So we contacted *** at Furn Phys. He came out and he my husband and myself sat down and went over all the details. We had to apply for a *************** which we did and got 12 months same as cash. So *** sent a young man up here to do the install and it failed inspection. So they had to come back and make it right in order to pass the codes. That was in October in Dec of the same year the company had to come back out 3 times for different issues. And has been out many more times since. He has had to replace the pressure control switch 2 times. Still having trouble with unit. His charge for yearly precision tune up and cleaning which states on his invoice a 35 point check list. Well called his offic on the 15th to tell them the heater again is blowing cold air. He said well wait until we come out on the 18th so I dont have to charge you a service call fee. Well it was cold and snowing in October. They came out and did whatever it is that they do. Called and they had to come back again on the 19th still not knowing what to do.All this time I have been in touch with ********************************. The tech (*******) that was here didnt know what to do *** tryed to say we had hornets in the system. Which we did not *** himslef came up and he didnt know what to do either so they had to tape a switch donw and leave a door off for it to work. I didnt hear from him for 4 days. So ***** told me to get someone else up here to look at it. We did and he wasnt down there 5 minuts and came and told me what was wrong. *** had been all this time putting on the wrong pressuer switch. So needless to say I had to pay the new company to fix, many things upon reading the invoice. This has been a night mare since it all started back in 2010. It got so bad that *** himself bought us a 10 year labor warranty to try to make things better.
Business' Initial Response
Mrs. *********** previously complained about our Compa** via ************** and has been compensated by the ********** for the same dollars she is now asking from our compa**. Her BBB complaint was filed the day Furnace Physicians was informed of their decision to compensate her. **though her complaint to the ********** was inaccurate it proved to be vocally forceful causing them to reimburse her for another companies completion of our work. We at Furnace Physicians take a** customer's dissatisfaction very seriously and never would purposely not provide a service when called upon to do so. Parts of what this customer says is true and almost equally so there are ma** items mistakenly represented. I cannot speak to the motivation behind this but our office has documentation to support that our compa** did not have personal knowledge of a** heating problems with the furnace itself until called out late in October; a week after our maintenance service. This precision tune up was provided as part of a rountine prepaid contract that the homeowner had purchased two times in two years; noteably not something typically done by dissastified customers. Our service technician sent to provide these services reconfirmed that the homeowner did not express a** problems with heating at that time in mid-October, and he was not presented with a** test failures during service. However, he did see signs of dirt at the termination of the venting and when asked the homeowner reported they had previously removed a hornets nest. He had expressed at the time the homeowners tirade of dissastifaction with her system and our compa**. We were all uncomfortably stunned when he returned with that tidbit. We reviewed our notes upon his return from the maintenance and there were two calls from her earlier that fall, and various calls after the last service in the spring in which she reported our technician made a lot of noise and wanted to know why. In late summer she had called regarding a noise and then later she reported her husband thought were problems with her venting although she was non-specific. Mrs.** was also assured that a** venting we ran would be covered by our installation warranty should it be discovered problematic. *** had personally followed up with one of those calls because the homeowner had expressed she wanted him personally to do so. She reported a noise that sounded like buzzing bees. *** gave her the option to have one of our service technicians come out and examine but since this was not time for her routine maintenance, he confirmed what the office manager had already told her she would be charged for a service call. He left it to the homeowner to call him back and schedule such a call if she wanted. She did not. Mrs. *. was later routinely called and scheduled for her maintenance service in which she did not report a** problems or concerns. The maintenance service was performed as contracted and Furnace Physicians sees absolutely no reason to refund for services rendered; and takes further exception to homeowner asking for twice the dollar amount for these provided and completed services. It is true Furnace Physicians returned upon a no heat situation which prompted another examination and determination that a blockage exsisted and the venting had pulled apart from the aforementioned termination apparatus as it exited and entered the home. Our technician determined to make the correction needed and noted the screws had been stripped at the termination kit. He was told not to charge for this correction due to our installation warranty. Later, the homeowner called and said they were not getting heat again. He once more was dispatched and found that the unit was locking up in high fire stage. He received technical support from ***, our GM, and *** helped him determine that the unit need a new high pressure switch as it would fire when the door was removed which in essence provided less pressure. Rather than leaving the customer without heat, the door was left off for temporary yet normal operation in a cold situation. There would not have been a** additional costs for utilities so respectfully Furnace Physicians does not agree that a** additional costs were borne by the customer regarding utilites. These two service calls were not charged for. Arrangements were made to return with the warranty part. The part was acquired via the local distributor, *********** for *****. The model and serial number were given upon order of the pressure switch. A** pressure switch in the state of Colorado should be for high pressure and the part number is simply a series of letters and numbers. Furnace Physicians trusted the expertise of the ***** supplier and had no reason to believe the part acquired was incorrect. We actually had paid for the warranty part to later be exchanged for credit (money were are now out). Unfortunately, our return trip to put in the pressure switch was a bust as it was determined we had been given the wrong part. *** came up with our service technician that time as our technician was dealing with a very hostile and argumentative environment in which he did not want to return to, quite frankly. Since our technician is fairly inexperienced yet competent, *** came up to provide his support to both the technician and the homeowner. *** also used this time to dismantle the induced vent motor, burners, faceplate cover, and gained access to the two heat exchangers. He removed hornets throughout and within the condensate line and pump. He presented some of these little buggers as culprits which had caused the failure of this years' pressure switch. This was done to assure her that upon replacement of the correct part, the unit should fire correctly. He knew that the part given was incorrect but assured the homeowner he would gain assistance from ***** and return for the repair. In retrospect, he did not tell the homeowner that ***** had given him the wrong part as she was pretty emotionally charged already. As documented, we attempted to return to complete the repair and replace the condensate pump. She didn't return ***'s initial calls and then she gave a number of excuses to our office staff which didn't allow her to schedule our return. The day she reported she was accompa**ing her grandson to surgery, she had another compa** come up and complete the repair fully equiped by the distributor who gave us the wrong part. This complaint and this homeowner's position on things is very discouraging to Furnace Physicians. We have always served as Mrs. *'s advocate. She was compensated by ***********, this same ***** distibutor, when they failed to order a pressure switch in a timely manner the year before because of our advocacy. It was they who purchased the extended warranty for her when we complained loudly on her behalf. Furnace Physicians also did things outside of contract to help optimize the systems operation and compensate for the existing environment. I would like to remind the homeowner besides our return to the home for a somewhat typical correction to code, we also came back to complimentary remove a furnace from a previous installation (not ours), moved a thermostat from the current location which then measured the temperature above a stove, moved another working control so the homeowner would not have to crawl into the crawlspace to view or change its settings. **l these things were done without grudge or demerit to the homeowner, only to optimize the homeowners investment of our installation services. These things were presented as a demerit against us in this complaint and to **************. Furnace Physicians was in the middle of a repair and would have completed the same had been given the opportunity. Instead, the homeowner made other arrangements reportedly at the urging of************************** knew this repair would be conducted properly by us and also knew it could be billed to the service warranty compa**. I will leave it to *********** to explain why they didn't bother to call Furnace Physicians or inform the homeowner we are the servicers on record with them. Furnace Physicians has spoken with the technician who came out and finally replaced the pressure switch and are satisfied that he never represented the unit was installed incorrectly. She reported to ************** otherwise as his invoice talked about reconnecting the condensate pump. She also reported to ************** didn't find a** hornets as if this meant we were somehow bringing them to fib(?) Furnace Physicians remains committed to its customers and stands by work it has done. This homeowner simply did not allow Furnace Physicians to return to complete the task it was in the middle of performing. Therefore, we do not believe a** compensation, even the compensation she has already received is due. We also believe that satisfaction and accord was already met by ************** on our behalf.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok well I was hoping it would not come down to this. I didn't want to throw a**one under the bus as it seems I have been!! So well let me tell you the truth and all the truth.... Yes we have had nothing but trouble with this compa** since day one as stated before! And I have documentation to back it up!
Yes ********** is paying for the new heating compa** to come out and fix the heater because we called them after *** stood in the kitchen and said to me that he did not know what else to do! ********** is paying the fee for the heating contractor who came out and diagnosed the problem in a very short amount of time, came back in a couple of days and replaced the part billed us $182.67 which we paid and have had no problem with our furnace since. *** and his workers could not diagnose the problem over a period of a couple of days. So I'm not asking for that portion as of now, however I am asking for other monies I feel that is due to us by the Furnace Physician Compa**. I want my $199.00x2 for the two cleaning maintenance visits *** said ***** required us to have in order to keep up the contract with *****. That was a false statement by *** because ***** stated to us that it was only required once a year. The $50.00 is for the estimated cost of the heating bill over the time period where the furnace was not operating properly. The $20.00 is for materials and tools the Furnace Physicians used from us over the time period they were here working. We have worked with them and been as patient with them as a**one could possibly over the past two years and now they are clearly making things up and trying their hardest to put it all back on others, including us. First of all to say that I had a tirade with the tech ************* is false. My husband and I both had very nice conversations with ***** and he was very apologetic at not being able to figure out what this issue was with the furnace. He told both of us that he did not believe it was hornets, he actually said to my husband that he thought it was the pvc lines for the combustion air and the exhaust. This furnace tech stated to my husband that they had to leave the front cover off of the unit and the safety button was tapped in the on position to allow the unit to run for the next four days. If you would like me to explain what ********** actually said to us while he was here, he may lose his job!
What we Told ********** about this furnace was we have had nothing but issues with it since it was installed and it led us to believe that this compa** had no clue how to troubleshoot problems with their installations. My husband looked at the unit closely after he changed the filter and noticed several issues: the intake pipe for the combustion air was off of the furnace connection because it was not attached in a** way. The exhaust fitting was slipped on with a piece of wire jammed in between to hold that in place. The transformer leads were under the connectors and the wires were supporting it because they did not mount it correctly. They tapped into the furnace circuit and ran 120v romex over to a box to power the humidifier and the condensate pump. They are not electricians; they did not have a permit or was this work inspected by the electrical inspector, and most importantly the furnace did not work properly. ***, the owner only came up here because his technicians were not trained well enough to troubleshoot this installation. An example, ***** the Tech was here until 7-7:30 one evening and spent over a half hour in our crawlspace on the phone who he stated was his girlfriend from another compa** trying by phone to help him troubleshoot this problem. I would have to say that if *** the owner could not do it how can you expect one of his employees to do it? I am not going to get into their complaints of our phone calls with them as it is quite pointless. We have put up with a lot of crap out of this company and have plenty of documentation to provide that will prove that this companyhas bumbled their way through this system for two years and they could have caused much more damage to our unit or our home. A**way them stating they knew nothing about a furnace issue in October is false. Because I called the shop on October 29th and told Ashley the heater would not shut off and I made that call to them twice. The last call on the 29th Ashley asked *** about it and *** said for me to wait until Friday November 2nd because that's when they were coming to do the maintenance and if he came Monday he would have to charge me a service call fee. So that is false! **so the reason they got us the extended warranty is because I called ***** due to them not having the part on their truck and us having to wait 3 weeks, so that was to smooth things over again because of their mistake. ***** has stated to us that Furnace Physicians is required to carry these parts for service calls.
When ***** the tech was here until 7.30 that night trying to figure out what was wrong my husband was with ***** when he stated that their workmanship was very bad and neither he nor ** found a** hornets and I find it hard to believe that the three hornets *** brought up in a clean sandwich were even in this unit. So my husband left and went back to work ***** was still in crawl space trying to fix this heater, he again made ma** calls to *** and or *** called him. I could hear through the floor ***** was down there yelling and using the F word because he was so mad. They knew full well before they came out something with the heater was broke, but no one knew how to fix it. So ***** had to leave the door off the furnace again to keep it working that weekend because it was so cold here at the time. On Monday the 5th of November ***, ***** and a third person they told me was a trainee came up and they were down there again for about 3 hours. *** came up at one point and threw some body parts of bugs on my brand new counter top, and stated this is the problem, hornets. So I asked him at that point if you do a 35 point inspection/maintenance service why was this not found last week by your tech, when *** knew full well I called about it not turning off and blowing cold. *** looked at me and I quote he said I don't know what's wrong and I'II get back to you. So it took 4 days for him to call me back and I told him like he told me via his tech, to find someone else to fix it, that I found someone else and they fixed it!
**so I never told anyone that there was a hornets' nest on the outside at the termination venting and I never said there was a buzzing noise like bees. I said that there was dirt on it outside plastic cover. Plus ***** told my husband that he could not remove the cover because someone stripped the screws, well Furnace Physicians was the only one to ever touch that cover when they installed it. Anyway *** said I never called them in one breath and in another he says I called them to report a buzzing sound? They did not do anything extra for us, after speaking with ***** and ********** part of their work load does include moving pipes, thermostats, and removal of old units.
I will just close out now and tell you that after two years of **** from this company, another heating contractor came to my home, diagnosed the problem in about fifteen minutes, did a service check of everything, replaced the incorrect part and we have had no problems with our furnace since. **so as far as having the inspection done, they failed it and now knowing that they performed work that is out of their scope we are going to alert the state electric board, have the wiring looked at by a licensed electrician and add this to our request for re bemusement from Furnace Physicians.
Business' Final Response
Furnace Physicians Inc. stands by what it has said and done by documented facts; as to everything else that has been said and done including the correct dates of calls, services, etc. Furnace Physicians will not be drawn into defending from the ever growning false accusations again and again that have little to nothing to do with the acutal events of the past. The Better Business Bureau has also been advised that not only has this customer received the maintenance it requested via Furnace Physicians and paid for, it also has received three visits to the home in late October without compensation to Furnace Physicians because customer refused to allow Furnace Physicians to return to the home to complete the repair in order to rightly bill a third party warranty compa**. At this time, Furnace Physicians is not asking to be compensated for those three unpaid for trips or the $32 pressure switch that Furnace Physicians is now stuck with that was purchased on Mrs. C.'s behalf. Mrs. C. has also received compensation in full as a final satisfaction and accord on behalf of Furnace Physician as compensation; a legal and binding agreement. She brought ************** into her greivance with Furnace Physicians basing it on her general dissatisfaction and other misrepresntations. So, Mrs. *********** is asking for additonal and even duo compensation for items mentioned in her complaint and is misrepresenting the facts to date and is increasing her demands and growing her threats by leaps and bounds. She has more than fairly been compensated by Furnace Physicians by receiving services she freely purchased and paid for. She has been compensated through our services, as she pointed out, even after hours labor, which is not covered by a** warranty on the planet, except the goodwill towards her by Furnace Physicians, Inc. She has been compensated even when not due. Once again, this has previously been arbitrated through ************** and is a settled issue.
Complaint Resolution: BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.