Business ProfileforBen's ProServ

The first tech spent more time talking about 'political issues' than troubleshooting my **** issue. Needless to say he didn't fix it. Later, a second tech 'thought' he knew what the issue was and proceeded to replace a part but charged us full price for a part that was under warranty and didn't bother to check. When we brought up that the part was under warranty the next day to Ben's ProServ they said it was too late to get reimbursed. To make matters worse the **** is still having the same issues before Ben's ProServ was ever contacted and meanwhile I'm out hundreds of dollars. They did offer to send yet another person out and waive their initial visit fee but after charging us for a part that they shouldn't have charged us for and for the fact that they already had ********* out that couldn't figure out what was going on with no offer to refund the erroneously charged part, I figured it was a safer bet to avoid this company.

***** thank you for taking the time to pen this review out so our owners could review this job. As a company we try to be as up front with our customers as possible. The first trip, which was after regular working hours, our tech could not hear the noise during the heat cycling you were talking about. He left you with heat working fine and charged you an a total of $165 for the dispatch fee ($110) and some diagnostic time ($55). Then on February 2nd we sent our field supervisor ***** out to assess the situation and come up with a game plan. You WERE NOT charged another dispatch for the 2nd trip. ***** was able to recreate the noise on every third heat cycle. He proposed to your wife ***** what made sense to fix the issue. She was given an estimate of $330.39 to replace the gas valve. She signed off on this replacement for the total price agreed to and ***** came back on February 10th to perform the agreed upon work. ***** left you with heat with and the furnace was no longer making the noise after starting and testing it on three separate times. On February 14th (4 days later not one day later) we received a call from ***** asking if the part was under warranty. By this time ************** discarded the part as we are in the business of repairing systems, not checking on every units warranty... especially a brand and a unit that we DID NOT install. If there was a concern about warranty then that should have been made clear up front or handled by you the customer. In fact it was quite the opposite. After all of this to hear that the unit still wasn't working correctly. We would have been happy to send ***** out again as we have a customer satisfaction policy, but that opportunity wasn't given to us. To be given a 1 star review based on these facts is extremely disheartening. We are a small family business that prides ourselves on putting our customers first and we take our reviews very seriously. Reviews can be a great way to get feedback and also let other prospective customers know the good and bad qualities of a company but based on what happened here we do not feel this 1 star was warranted. It's a shame that you wouldn't take the opportunity to work with us and are instead resorting to attacks on ******* Yelp, and with the BBB, especially when we did nothing wrong here and are only operating as any other family business would. After all of this we still welcome the opportunity to work with you and resolve the issue at your home so if interested please call us again. Respectfully, *************** Director of ****************************************