Complaints

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• Initial Complaint

  Date:11/28/2023

  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.

  Purchased heater boiler system for over $5K in winter of 2018 from this business. 1 year warranty on service & 5 year manufacturer warranty on system. Worked adequately, until first week of Nov. 2023, called business owner to have come service unit & see why it wasn't heating. He told me he "doesn't go outside of Santa Fe anymore" as it "costs him too much money." After explaining we have no heat, he said he could schedule out over a week, he eventually came on Nov. 8, serviced the unit, charge me $321.19 (including $175 trip charge) and now, 2 weeks later, unit not working again. I called him yesterday and he flatly refused to come, saying he cannot come to Los Alamos as it "costs him too much money" (even though I paid a $175 trip charge, the one way mileage from Santa Fe to Los Alamos is approx. 35 miles, a 45 minute drive-the trip charge MORE than covers gas & time) He also explained it "takes him a long time to drive there".
  
  I mentioned he has a one year warranty on his service, to which he replied "I don't know what to tell you. I can't go there." We went back and forth for a bit, as I feel he should come to see why it isn't working. And if he cannot, then I feel he should refund me the $321 for the "service" he came for that didn't seem to be effective. It is completely frustrating to pay for a service and not be able to have the unit function, nor have the company come back to see why it isn't functioning, especially a heater with a young family with a baby in the house.
  
  Also, his website FALSELY claims says "We serve Santa Fe, Espanola, Los Alamos, and Pecos." ( I uploaded image below)
  
  Completely false advertising, completely false claiming 100% guaranteed with his supposed one-year warranty, and his refusal to come to see what the problem is, as a serviced unit should be functioning two weeks later.

  Business Response

  Date: 12/17/2023

  First, I would like to respond by saying we do apologize for the inconvenience and miss understanding. I know we were called out to your home for the heating system not working. Technician did find an issue and was able to get system working. A full servicing was not done at the time on your system, only a fixing of the no heat. Two weeks later customer reached back out for the heat not working. At that time we explained to the customer we could get back. Customer did want us to get back out, at no charge, as she thought she had a 1 year warranty on the call. Explained the one year warranty is only for parts replaced. We did tell customer we could get back out for heat issue but would have to charge service fee and would not charge a trip charge.  At the time we were able to return at a later date,  due to being booked out. Though customer did not want us back out if we charged as she thought she had a 1 year warranty.