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Complaint Details
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Initial Complaint
10/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/28/2023 - I asked company B Carlson Heating/Cooling/Plumbing to provide an estimate to fix a leak in my property at **** ******* ***** ** ************ ** *****. That morning, a technician from the company called me to say he had arrived to do the estimate. I told him just give me an estimate but do not start work without my permission. Because I was getting multiple estimates to do comparison shopping. Later that day - the technician called to say he had cut through the ceiling tiles. The technical did the work without my approval. I did not give him the permission to cut the tiles. The work was unauthorized. However - the company charged me for the unauthorized work for $293 + tax. See invoice attached.
Business response
10/11/2023
Hello Mr. ***. Thank you for the email bringing this to our attention and I apologize for our technician cutting into your drywall without your authorization. I do hope that you've found the leak was fixed in the end and this will be a training opportunity for us going forward. I have asked our accounting team to refund you $293.40 which you should see credited back to your card in 1-3 business days.
In Appreciation,
****Initial Complaint
11/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Thursday, November 3, 2022, the company sent a technician to blow out our radiant heat pipes after a descaling agent was placed. (The radiant heat was working prior to this visit.) I left town for the following 4 days. When I returned Monday night I noticed my radiant heat was not working. I called Tuesday morning and requested a technician be sent out to evaluate the situation. I was told I would be placed on the ‘priority’ list for appointments as the only appointment they could give me was November 23. I called every day to check on my status on the priority list as the weekend temperatures were forecasted to be below freezing and was told that my situation was going to be escalated to a manager. By Friday evening, I had not heard from anyone and called a different company for an appointment Saturday. The technician found that the other technician failed to turn the valve back on. I contacted the company twice to speak to a manager about this situation and have received no response. Attached is the bill for the other company to correct B.Carlson’s mistake.Business response
01/16/2023
Thank you for the opportunity to reply. We are very sorry for not being able to accommodate your service needs, We strive to take care of everyone and have been able to take care of you for years. We did review the request to refund the fees associated with the Service agreement unfortunate you have used all the services that covered the cost of the agreement, the remainder services we would have performed would have been as a courtesy as part of the program. We are still happy to offer you the services for next spring or fall but we don't have a monetary amount that would be refunded. Please let us know if you would like us to take care of your services . We would be happy to go through the cost per unit per visit as well if you would like to review. Thank you for your years of loyalty and again deeply sorry that we were not able to respond in a timely manner at your last service request.Initial Complaint
09/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A new gas furnace and water heater was purchased from the company on 9/23/2019. The total price paid was $5,859.94. The installation included new furnace and materials; water heater and related materials; installation; permit and inspection. A full one year installation warranty and MFR warranty for variable terms (parts). The installation occured on or about 10/17/2019. To the date of this submittal I have requested 3-4 service visits for the following issues: poor indoor air quality during operation of the furnace; furnace shut down when improved filter installed; rain water leakage down main vent pipe which resulted in damage to water heater alarm system and burner assembly. There is also visual indication of damage to ceiling sheetrock from water leak along vent pipe. Company has not responded to current request for resolution of water leak condition.Business response
09/08/2021
We responded to this customer immediately. Mr ***** contacted us on 9-02. A technician was scheduled at that time to address his concerns for 9-08-21 (today), per customer request.
Will debrief technician when he returns to office and advise of his findings.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.