ComplaintsforFolkes Heating Cooling & Burner Service

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called Folk's ******************************************* to troubleshoot our heating issue. Their tech, ***** took a look and said there were hot spots on our furnace which could be an issue but not a must fix right away and that we should update our system in the near future due to its age. A few days later, the system was failing with no heat coming out of an entire level of our home. We called and spoke to another tech, ****** who diagnosed it as broken dampers, because of the age of the system, he suggested replacing it entirely rather than fixing it piecemeal. My husband then spoke to ******, the sales rep, to have a new system put in based on the quote provided by ****.Two days later, they do the install. It took 13 hours to install and test the system, but couldn't get it to work properly. They then claimed that the system had fried dampers and control panel and proceeded to have the unit operate as 1 zone when we had 3 that needing replacing. They told us that they would take care of it and to call next day to schedule round 2. We called, left messages only to have a call back 5 days later quoting us for more money to finish the job they started but didn't finish. ****** then claimed that a new install did not include new dampers and control panel. Our frustration is that we asked to have the issue fixed with a new system, instead we have a new unit that still is not functioning properly $17,000 later because someone miss quoted us. As consumers, we do not know what to look for and trusted this company to do the right job. After day two of install, the team tests the heat again. They are still struggling to get the heat to work properly on one level of the home and it's due to how they've installed the vent which is obstructed and not giving enough air flow. In addition to that, they've left us with a fire hazard where a water line for the furnace is sitting directly above electrical. Our heat is still not working and our calls for help aren't being returned.

  

  Business response

  02/03/2022

  While we understand there were some issues with this customer's project, this was a replacement unit and not a completely new install. Some of the issues were in existence and not in direct relationship to our work. Our installation manager has been in  communication with this customer and the items needed to complete this project are scheduled for Saturday, February 5, 2022. We anticipate that this customer will be satisfied once the final items are completed. 

  Customer response

  02/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While still not satisfied, we can consider the system installed (not replaced like the company assumed we needed based on poor internal communication). After they arrived on Saturday to fix the issue we again had to call service techs, not the install team, to come in and fix the install work that was poor patched with caulk - not fabricated or foil tape to prevent heat leaking from the system. Overall poor experience, however they did decide to compensate us for the inconvenince caused by this. At this time we'll consider the matter concluded. 

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

  
  

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