Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2024

  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.

  On 1/23 Authorized Heating came to fix the building's hot water heater (5 unit co-op). The heater was working, but too hot. Before arriving, Authorized wanted payment information but did not provide form or ask for credit card information.When the service technician arrived, I told him that I had a business meeting and would be unavailable for the next hour. I confirmed with him that he would bill me electronically for the work. During my meeting, I received several calls but I was unable to answer. After my meeting, I called Authorized Heating and they informed me that because I hadn't answered the call and hadn't paid before the technician left, the technician disabled my water heater. This resulted in all five units in the building having no hot water. I insisted that Authorized Heating repair the unit as agreed that day, and provided payment information. Authorized said they would be unable to return that same day, and instead scheduled an appointment to come back the following afternoon. All five families in the building were without hot water during that time.The service technician arrived and re-repaired the hot water heater approximately 28 hours after the disabling of the hot water heater the previous day. As the technician left, there was an argument about whether the disabling of the hot water was appropriate given that 1) they knew I would be unavailable during the repairs, and 2) confirmed that I would be billed electronically after the work was completed. After the technician left, he remained in his truck parked outside the building for ***** minutes, appearing to be doing work on his phone. Hours later, inspectors from the *** arrived to inform us that they had been given an anonymous report that the building had been reported for unauthorized, unpermitted work in the "basement." While the report is anonymous, the time of the report coincides exactly with the time that the technician was sitting in his truck after finishing the job.

  Business Response

  Date: 02/12/2024

  The customer was advised that all of our work was payment upon completion. We were advised to do the repairs and never advised he was going to be in a meeting. We took out our materials that were not paid for and did not hear back until later in the day being accused of damaging his property. We returned the next day and did the repairs and the unit was fully operational at the completion of the work. Our technicians did not report the building to DOB and we have no knowledge of  what he is referencing. We were there to make repairs to a hot water heater and that is all that is done. **** remarks were made to the office staff and my mechanics and we will not being doing any more work with this building/ property.

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The business lied multiple times in their response. Notice was given to the technician about the meeting. I was told I would be invoiced electronically after the work was completed (I was not). The water heater was left in a non-functional condition, even though prior to the repair the water heater was working (albeit running hot) so the company did actually damage the property. Finally, there is no doubt in my mind that the false report filed with the *** was done by the technician. I have both the time stamp on the repairs and the time stamp of the report filed to the ***.and they are within 30 minutes of each other. No other person had been in the building's "basement" to be able to see the work being done there, which btw was perfectly legal. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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