ComplaintsforPrime Tech Heating Ltd.

• Initial Complaint

  23/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called Prime Tech Heating for a long time. Sam comes to look at the furnace before winter every year. Two years ago, he ordered and installed a computer chip part for the furnace It seemed at the time they were trying to install the new part but were not sure how it should be done. When the work was finished the thermostat was turned to 25 to find out if it was working I told them the temperature did not correspond to the thermostat and it doesn't warm the house as it used to. On October 2021 he mentioned a leaking problem with the humidifier in the furnace. Since this should be checked regularly he should have mentioned this when the leak started. He left and got paid. During the night I woke up and realized that the furnace was on and it wouldn't shut off. At first the furnace pilot would come on then the fan while the fan was on the pilot would turn off but the fan wouldn't turn off and after a while the pilot would turn back on again and it was going on for a long time so I turned the thermostat low to let the furnace turn off. Looking at the furnace the red light was not blinking right when there is a problem different furnaces have their own troubleshooting guideline Now I know why I have had high bills recently. The next morning October 27 I called Sam to tell him the problem with the furnace for him to come over and fix it.He said there was nothing wrong the furnace is automatic and is working well but after a while he became angry saying I have to make another appointment for a later date because he was busy and that I should pay him to come back.He said that I paid him only $95 but it was $147 and why should I pay him again when he was just here. I called another company and explained the problem I was told the part he installed was not correct or perhaps there is another problem somewhere else My bill is high. I do not recommend this company at all.

  

  Business response

  23/12/2021

  This is my response to the complaint:

   

  I remember this customer, I've worked for her many times. Over 2 years ago, she is right I replaced only her furnace control board and her furnace began to work again. After this repair, she called me once a year to check up on her furnace. During these visits she would tell me her furnace is not giving enough heat. I never charged her for these visits, even though I could have charged a service fee like I do for all call out service charges, I didn't because there was nothing wrong with her furnace. The last call she was talking about, she called and said her gas bill is high but she is not getting heat, I told her if the gas bill is high how are you not getting heat? I was on the phone with her trying to explain and understand her but she was not making any sense. I tried to explain that her furnace is working and all she needs to do is turn up the thermostat but she was not listening and just kept repeating herself. In regards to her complaint about me charging her, yes my company charges for call out service fees so I don't understand why she would expect so many free visits from us. And we would still be happy to help her if she would like, as we are always happy to help customers during these cold winters. 

  Customer response

  23/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:  At the time when the new work was done I told Sam and the other person the furnace was not putting out heat corresponding to the thermostat level also I paid for every service call.  I would like this issue to be

  resolved but I don't have confidence in the company because they don't think there is a problem.
  
  ** *****

  

  Business response

  14/01/2022

  Responding to the customers previous comment; We love all our customers and we are ready to assist her just as we are ready to assist all of our customers. The payment she is referencing too is our price for a furnace servicing and tune-up which we did for her. The cost of this servicing and tune-up does not cover future call out costs. If she, or any customer, require us to send out a technician, we always charge a standard cost of $99, no matter if we have serviced it before. Our call out charge and our furnace servicing/tune-up price do not correlate with each other. We are to help her anytime. 

  Customer response

  15/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I am not satisfied with the services provided. I should not have to pay for an additional call-out that was necessary because of an issue with a previous service appointment. Follow-up care should be included for issues arising from inadequate furnace servicing.
  
  
  Sincerely,
  
  ** *****

  

  Business response

  19/01/2022

  Within the past two years, we have sent you our technician, Sam, free of charge to diagnose your furnace issues on two separate occasions. Both times, no issue was found and no charge was applied to you, which we should have charged $99 per call out. Again, call out charges are different from our charge to service the furnace, and we provide one-year warranty on our parts and labour. It has now been over two years since our initial visit, and requesting free labor/call out from our company is not reasonable or logical.

  Customer response

  29/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  "Within the past two years, we have sent you our technician, Sam, free of charge to diagnose your furnace issues on two separate occasions. Both times, no issue was found and no charge was applied to you, which we should have charged $99 per call out."

  If a technician is being sent out because of a problem with prior service, no charge should be levied.

  "Again, call out charges are different from our charge to service the furnace, and we provide one-year warranty on our parts and labour. It has now been over two years since our initial visit, and requesting free labor/call out from our company is not reasonable or logical."

  The ongoing issue  (my furnace continues blink red intermittently in a faulty fashion ) has not been resolved. I would prefer not to deal with a company that implies I am being unreasonable or illogical and will take my business elsewhere and suggest to others that they do the same.

  
  What is the next step?"

  
  
  Sincerely,
  
  ** *****

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