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:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Ragan did the inirial installation of my boiler in July 2021.On December 23, 2022 was the beginning of a cold snap and my boiler was not heating my home causing my house to drop to 46 degrees by 5 p.m. They sent a uncertified technician that said all was good and sent the same tech when I called again less than 36 hours later. She wasn't able to fix the problem, so she shut down my boiler and water heater leaving my children, pets, and I with no heat or water. All my pipes were frozen at this point and i had to wait 2 more days because the manager sent all his techs to other customers including apartment complexes and all his heaters were in use. Finally, Ragan ended up fixing all valves and union pipes that burst leaving me with no radiator heater in the kitchen due to back order AND a kitchen faucet to replace. In an attempt to avoid accepting fault, ***** sent me a estimate for over $4,000.00 stating what needed done to prevent this issue again. I later found out it was actually a installation error and would only cost $1,950.00.it took multiple phone calls, requesting of documents, as well as text communication with the company and still they refused to accept fault.

  Business Response

  Date: 05/29/2024

  Ragan Mechanical replaced the boiler at this home as part of a Housing Rehabilitation program which had distinct scope of work, this customer was only to receive a new boiler and near piping modifications required to facilitate that replacement. It was clear that someone previously had replaced a lot of the distribution heating pipes in this basement (unknown as to why since we weren't there but worth noting), we did not like the way that it was ran but we can't go around performing free work when contracted to do a job with a defined scope, we have to follow it. Nothing looked out of code just not best practice stuff.

  Ragan Mechanical offers 1year labor warranty with all new equipment installations, as one can see we are outside of that window for this situation, I know that was off the main topic but i thought it worth noting. To rebut a couple points, the technician we sent was/is certified, the boiler was doing all it could at the onslaught of the cold snap within the existing infrastructure of the distribution system, we had no reason to believe that it wouldn't keep working and eventually satisfy the thermostat. Frankly many things frozen during this storm that had never frozen before and please remember we just replaced the boiler not the distribution piping. Our technician couldn't find the homeowner when they were trying to discuss our findings with them at the end of the first dispatchment, the homeowner just left and wouldn't answer their phone, only later to find out that the Owner had left their house for a Christmas party and apparently when they came back the pipes had frozen. We came back out a second time after we were told the pipes had all frozen to run a temporary bypass around the worst frozen part in the kitchen to restore flow so the house would thaw. This is when the Owner is now claiming we left because we had to go take care of other people which is only partly true, we left with the boiler running again to thaw the house, heat was restored and there were lots of people out there that had none, who after this heat was restored, they now took precedence. 

  We sent the owner an estimate to rework the piping and install a kick space heater in the kitchen this was estimated at a net negative margin we included and no charged a lot of the afterhours work in the quote in effort to help someone in need, but their mind was made up and we couldn't reason with them. They brought in another contractor who pointed out that some of the piping could be changed which would help, the owner is naive on some of these details but that is what we were saying too, they just couldn't or didn't want to understand. This person has threatened to *** but I gather by this new course of action that they were advised against that since we have maintained professionalism and willingness to help. I feel very bad for this person who has fallen on hard times and would still be willing to lose money to help them within reason, however they are being unreasonable. We will not accept fault because we aren't at fault. This kind of situation can leave one thinking the old adage about how no good deed goes unpunished is true, however I choose to find that the many appreciative people that we were able to help during that horrific cold snap around Christmas of 2022 outweighs these unfortunate circumstances. I wish ******** and her family the best, I am sorry that we couldn't find a way to see eye to eye on this!

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21715163
  
  I am rejecting this response because:

  
  The job is not complete and theres still leaks as well as refusing to come back and honor their work, even after showing Photography proof as well as stated by highly reputable company that they in fact install the piping incorrectly
  Sincerely,
  
  *******************************