Complaintsfor"Now" Heating & Air

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last winter I had Now Heating and Air complete some work on my water heater/forced air heating system. It took multiple visits to have the problem resolved. The technicians would say that they fixed the issue and then the system would not function, so they had to come back out multiple times. Eventually they were able to fix the problem and the repairs lasted for approximately one year. I paid for an inspection/diagnostic up front, so I feel the issues should have been identified. Fast forward to this October and the problems started again. The initial technician completed an inspection/diagnostic and determined the water heater needed to be replaced. I agreed to have the water heater replaced, even though work was just completed on it the prior year. Once the water heater was replaced, I was assured that everything was functioning properly. This was not the case. The technicians had to come back out to determine what was not repaired properly. On top of it all the technicians missed appointments with my tenant and neglected to return phone calls, causing more frustration because he took off work to meet the technicians. This would not have happened in the first place if the inspection/diagnostic/repairs were completed properly. I was told that the zone valve needed to be replaced. I agreed to have the valve replaced and the work was completed. Again the technicians assured me the problem was resolved. A day later the hot water/heater system started having issues again. There were multiple technicians involved and I was getting conflicting reasons why the system was not functioning properly and why the zone valve was not identified during the inspection, so I asked to speak with a Supervisor. I received a call from **** who advised he went over to my residence to inspect the water heater himself due to the issues. During the inspection **** self admittingly got into a confrontation with my tenant and was speaking to him in an aggressive manner. This was just one other issue I had to handle with my tenant that was a result of my experience with your Now Heating and Air. I asked **** why this was not identified up front, and he advised there are so many hot water and heating systems he cant train his technicians on every system. This did not sit right with me as I thought I was calling a professional company who had trained technicians to work on my water heater/heating system. If they did not have the expertise, I should have been told that up front. I asked **** if this part was included with the original repairs/replacement of the water heater, and he said it was not. **** advised me he went through the previous repairs and invoices multiple times and assured me this was just a coincidence that this part failed a day after the water heater was put in. **** also advised me of the additional work that would need to be completed to repair the system and that he would complete the work himself to make sure it was done right. A technician did show up to complete the repairs, but **** did not as he told me he was going to. The additional repairs were completed, and the system now seems to be functioning properly for the time being. I received a call from your accounting department stating I had an outstanding balance for the replacement of the zone valve. I asked for invoices and the zone valve was put on the initial quote (10/10/22), but not replaced. The technicians and **** kept saying the water heater was 20 years old, when the condos were built, but I had it replaced 5-6 years ago. If they completed a thorough inspection of the heater and system, dont you think they would have seen this? I know it is stamped on the hot water heater. I started to question if all of the work was really completed that was on the invoices. I emailed the owner *** regarding my experience and issues with the repairs. I asked to have all communication going forward be in writing and not over the phone. I received multiple calls from both *** and ******* in the accounting department after I specifically asked that all communication be done through email, so I had to request again to have all communication be done through email. Even after that I received a call from *******. I requested the invoices for the parts from the vendor and *** told me they get all of their parts from a stocked warehouse and that the invoice is what he provided me. I told ******** paid expedited shipping for a part and that I find it hard to believe they stock water heaters. I asked again for invoices and this time *** acknowledged that they do have vendor invoices, but he was not going to provide them to me. I advised *** that I need to review the invoices to make ********** were ordered and replaced. I also advised most of the parts have warranties and that if there are any further repairs that need to be completed on the system, and I utilize another company, I would need the invoices. I have still not received the vendor invoices to date. I advised *** that I had to adjust my tenants rent because of the negligence on his companys part. *** advised me that he issued a check to my tenant for $300. He also advised that he has a working relationship with my tenant, he fixes Now Heating and Air vehicles, and that I did not fully understand the situation. I advised *** that I dont understand why he gave my tenant $300 and not me, the consumer. Furthermore I advised the working relationship between him, and my tenant has nothing to do with **** am asking that Now Heating and Air provide me with vendor invoices before making any further payments. I feel the compensation that was given to my tenant for Now Heating and Airs negligence, should have come to me. Also I feel there may have been parts replaced prematurely because the technicians misdiagnosed and/or did not have the expertise to work on this type of a system.

  

  Business response

  12/25/2022

     I realize the frustration with dealing with rental unit repairs, and know it's not as easy as collecting a rent check, as i am a londlord as well.

  Lets start here:

     When this project started on New Year's eve ********************************************************************************************************************* the unit at all, it was impacted and extremely rusted and had none/or minimal obvious servicing for many many years. This was informed and quoted you on the initial invoice. 
    Landlord decided to have repairs done to the whole system instead. 
  

     We forwarded the images that reflected the findings, and yes it has been a cascade of repairs just as the technician had stated may happen, and had only completed the minimum repairs to get it running again, as you requested, and the system continued to keep failing as expected.
  

     Yes, your ******* did spend many days and hours waiting for technicians and additional repairs as the system kept failing, and the failures were not related to the previous repairs though, just more repairs for worn out equipment.
  

     The confrontation with the Manager was your tenants' frustration with all the repairs, which should be expected as the equipment should have been replaced instead of repaired, but this was what you asked us to do instead of what we recommended.
  

     We forwarded *********** invoices for you to review that reflects all the different repairs and how they progressed. As for the zone valve, as you thought you had already paid for it, but it was on your quote that it was failing but was not accepted by you for us to replace, as it was still working at that time. We had confirmed there were no charges to you for a zone valve according to the records previously.   
  

     The $300 check to the tenant, this was after a conversation with the tenant, and had expressed how much time these repairs were taking away from his job, and also had expressed the financial position it had put him in. The owner of Now had heard of the situation and authorized some help to the tenant, this is not a service discount but a community outreach to help another individual. This hardship did get put on the tenant, as he had to be the one missing his time from his job, and yes we did have some missed appointments, as the dispatcher had sent a furnace technician instead of the boiler technician as needed for this type of system, and our boiler technicians had no availability for several days and is also why we had sent alternative heat sources at no extra costs to keep the home warm, and until the boiler techs could arrive.
  

     Phone calls, I know you asked for us to email you, but this is the collections department trying to collect on your unpaid balance and have already forwarded your invoices several times already and do not get a response.
  

     The invoice from my manufacturer or vendors, as we discussed, we can not share a copy or invoicing on what we pay for our parts and equipment, and sharing this would also breach our confidentiality agreements with the Manufacturers and/or Vendors. Your warranty will be honored from our invoice date from Now Heating and  the length of the warranty can be serviced by any company that is authorized by the manufacturer.
  

     I hope this puts a better light on what happened and why, as these repairs had been a burden on you, and your tenant, and is why we recommended not repairing on your very first visit.
  Owner *******************************
  

  Customer response

  01/09/2023

  I reviewed the response from Now Hearing and Air.  The business is still refusing to send the vendor invoices for parts.  If I paid for the parts I should be able to see the invoices.  Also these parts have warranties associated with them so if they fail I would need to know who the vendor is. Now Heating and Air advised to contact them for warranty issues.  Why would I ever use this company again??  Also I received another call today and I have requests multiple times not to be contacted by phone.  The owner of the business, ***, says it is the collection company and he does not have control, although these are employees of Now Heating and Air.  This is becoming harassing.  All I am asking for is that Now Heating and Air provide me with invoices for the parts that were replaced and that they quit contacting me by phone.  I think this is a reasonable request.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Now heating and air in February to install a tankless water heater in my home. The unit started to leak after a little under two month's of being installed. It had filled my entire basement with gas. I have been without gas and hot water for over a week. The sent two techs over the course of two days to not resolve the issue. *********** and the city of aurora inspectors told me it was not safe and needed to be removed. NOW are refusing to remove the unit they installed because it cost them time and money. It has also cost me time and money. I have been unable to stay in my home and have had to stay in hotels. After arguing with the owner *** he hung up on me after realizing I will not be satisfied till the unit is removed and I have received a full refund.

  

  Business response

  05/02/2022

  After a complete investigation, we found the statements to be false and untrue, as the water heater was not leaking, but the leak was from your previous piping that we did not touch, and we did although return to help the customer to fix the existing leaking pipes and regulator, and repair piping was nothing we ever installed. This is something we went over several times in a very lengthy conversation with the home owner, she was shown images, and sent several messages through her phone with the images, all are timed stamped and dates indicating what we did and when we did it, and your homes existing piping remained as it was. Our work completed 2 months ago had no gas leaks from our installation and was completely tested and inspected.

  
  As far as the city inspector and ************ we had reached out to both, and found the statements to be both false, as the City of Aurora Building Inspector *********************** statement are as follows, there was no additional inspections or visits to the home after the City of Aurora had passed the installation and all of the work we had performed 4/22/2022 and if the deemed it unsafe, there would have been an inspection report following. This indicates the information stated is not correct that *********** and the city of aurora inspectors told me it was not safe and needed to be removed. ************** ******************* ************.

  
  Excel Energy Statement was they are not a building inspector, and if it was unsafe, the gas would have never been turned back on. (Gas was turned back on April 25th, 2022,and gas was restored prior to these false allegations).
  The gas being off for a week:this is directly related to your existing gas leak, after talking to ************ they had stated they turned your gas on after we had fixed your existing piping and regulator and would not have turned on the gas if the statement *********** and the city of aurora inspectors told me it was not safe and needed to be removed. Had any truth to it, as they would have put the home and occupants in danger if this was a true statement and they turned on the gas.

  
  **** I never hung up on you,as the conversation we had was about you thinking we had caused a leak from 2 months ago, but any leak this size you would have noticed in less than 2 months, and as we discussed and you were shown the images and time lines, we never touched your piping that had the large leaks, and the conversation ended when **** stated Im hanging up now as this conversation is getting anywhere, and I apologized and told you again the work we performed didnt cause your gas leak.Conversation ended.

  As stated to customer, the 
  Attached is city inspection reports:
  Permits, Permit inspections and meter release, and installation gas regulator.
  There is nothing wrong with the water heater or its installation, all issues are with customers gas leaks from existing piping as conveyed to homeowner. 

  Customer response

  05/04/2022

   
  Complaint: 17109128
  
  I am rejecting this response because:

  The leak was caused by NOW heating and air. The operations manager admitted that it was their fault. The original tech admitted he caused additional leaks. I had to hire a new company to install a new unit so I would not be on week 3 of no gas, heat, and hot water. I want a full refund and the unit removed. The city of Aurora and *********** have nothing to gain by making up "lies" as the owner of Now heating and air claims.

  
  Sincerely,
  
  *********************

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