Business ProfileforB & W Heating and Cooling Inc.

I was told a price on the phone for the service, when the technician got to my home, the price was increased $75 to clean out a mouses nest( which I could have cleaned in 10 minutes). I was not told there would be additional charges for cleaning my furnace air ducts. This was a last minute surprise as I had spent the week cleaning the basement for them to work around the furnace. Once they are here, and set up; oh by the way there is a $75 charge to clean out the mouse nest in your cold air return. The weather was warm after they left, and I did not turn on the furnace for 3 days. Come Monday evening it is going to be down to 22 degrees that night, my furnace will not turn on. I go to bed that night with space heaters in the house, did not want to call family late in the evening to check the problem with the furnace. It was freezing in my bedroom that night. I live alone ( am a retired RN on disability). I call my very senior dad the next morning and explain the situation to him. I tell him the technician tried to sell me a new furnace both before starting the job, and also at the end of the job, and now my furnace is not working, is it safe to call the company and have them out to see what the problem is. I was uncomfortable with that idea, so dad walks me through looking everywhere on the furnace for a switch ( I was clueless that the furnace had a switch). I find the switch, flip it up, and the furnace comes on. So the company charged me a extra fee that I was not told about, and now they forgot to turn on the switch to the furnace. I call them and they thought I was being a complaining customer, and choose to take me off of their preferred customer list. I spent the night without heat, was charged an extra $75 and was not told about the extra fee until they were set up ready to do the job. The customer service they provided was very poor, snd I would not recommend them.

We have been in contact with ******************* several times, After the duct cleaning was started the technicians found a large mouse nest inside the return air duct work that needed to be removed. ******************* is incorrect in her statement that she could remove the nest herself. The nest was not reachable except with our equipment. The technician explained that this was unforeseen and the would be an additional charge of $75 to remove the nest. ******************* agreed to the additional charge and both technicians were witness to that conversation. During our phone conversations ******************* stated that she had agreed to the additional charge. Our office staff apologized for leaving the switch off at the furnace and explained to her that we would have come back at no charge if she would have called us. We answer the phones 24hrs a day and a technician is always on call. If she would have called she would not have gone through the night being cold. As she stated in her complaint she never called us. B&W also had the lead technician call her and apologize for leaving the furnace switch off. He also offered to refund the additional $75 and she declined. Mrs. ******** furnace is very old (30+ years) is in poor condition and the technicians ask her if she wanted an estimate for replacement. We are an A+ rated company and have been in business for 72 years.