Public Mediation

Solve it-Dispute-#1824157

A. A. vs. Solve It
65 Farmington Valley Drive , Plainville, Connecticut, 06062 , United States
Amount Involved: $739.00
Complaint(s): Problem with a service
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Solve It
    • Claimant Seeks: View.
    • Claim #: 1824157
    • Amount Involved: 739.00
    • Filed On: Jan 22, 2012
    • Posted On: Feb 02, 2012
    • Complaint(s):
      • Problem with a service
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"We called Solve it after having issues with our furnance. It simply would turn off and we were without heat. Our usual oil delivery man came to check out our furnance twice the first time he replaced a relay switch so the motor would start. He told us then that we would likely need a new motor. The cost was $235.00 to replace the relay and it would be another $300 for a new motor. He also mentioned replacing gaskets that he said were leaking. There was dampness around the gaskets. After replacing the relay the heat still went off and the motor wouldn't restart.
I have an elderly parent who lives with us and takes coumadin and his blood becomes very thin. He feels the cold more and his blood can literally freeze if he became too cold. He's 86 years old. It's important that I provide heat especially for him.
Well, our usual oil man came back and said he was trying to save us money and showed me how to start the motor but the heat went out again and I needed a second opinion.
We called solve it. A man came up not to work on the furnance but to evaluate. We were charged $79.00 for that call where he gave me a list of things that needed repair on the furnance and an appointment. We were told that charge would be dropped if we had them do the service. While waiting for the day of the appointment which was approximately 5 days, the furnance went out again. I called Solve it and I was told that a repair man would come out in between appointments.
He showed up and released water because the furnance was very noisy. He told us we needed a new feeder or circulator. This was part of the repairs that Solve it gave me on their list which they said needed to be replaced. The furnance worked after he came then went out about 6 hours later. No heat again. I called Solve it back to explain what happened and they told me their service man was on the other half of the state it was during the New Year holiday. He couldn't come out until the next day. When he came he told me that he forgot to release air in the pipes and that created an air lock which gave us no heat in certain parts of the house and then the heat went out totally again. But this was also because we needed a new circulator. After he left from this third appointment our heat went out again. By this time we were frustrated. I called and complained and told them I won't reccommend their company.
While getting an itemized list for the repair work I requested a quote for a new furnance. Their price was 7500.
I was given a quote from someone else who said no more than 4500. Solve it was the most expensive for any work than any quote I had from any company! They wanted all this money and still my problem wasn't solved. I thought because they were a licensed company and had the Better Business Bureau emblem that I would get competent service and even if I had to pay more at least I could depend on honest/dependable service. Apparently that emblem is unwarranted. If the repair man told me he needed a part but just didn't have it I would've directed him to a place to get it down the street but instead of making the needed repair for whatever part or find the time to do the work he just said since you have an appointment they'll do the rest of the work on that day. However, our heat went out AGAIN before that appointment could happen. Because I'm in business myself I know a lot of companies in the repair business but most of my collegues are far away so I wanted to use someone local. It ended up I had to call one of my friends who did fix the actual needed repair which was the circulator. That could've been done the second time I had a problem. My cost; $200.00. My heat still works and it's been over two weeks! Solve it could not solve it. I am a disgruntaled customer and my frustration is definitely justified. The only way I can see this complaint resolved is not to associate with this company for any repairs but also, I want reimbursement of the over $660.00 they charged without resolving the issue. They installed the new motor for that price and from what I understand it's only a $150.00 cost and a simple bolting onto the furnance with little labor. Plus the $79.00 for nothing done except an estimate which they said they would refund. I was made to feel that I would have to make numerous repairs on my furnance at a astronomical cost without knowing if it would continue to work and possibly need to be replaced. Our furnance is 22 years old but everyone said it had a great boiler and still a lot of life in it. I think they just wanted to get the extra repair monies out of us knowing full well that eventually like next winter we would have to spend another $7500.00 for a new one. I don't understand why they just didn't do the correct repair and give us the heat we needed. I don't want to do business with this outfit again. I was given the impression they were honest and upfront but I feel cheated. I also feel I made numreous attempts to work with them but there was no resolution. To top all that off their lack of competence could have cost me so much more than a furnace repair. It could've cost my father's life! After releasing some water we had a leak right on one of the electrical circuits connected to the furnace. My dad was told to empty the water bucket placed under the leak so it wouldn't leak around the furnace. This posed a hazard for my elderly father who could've electrocuted himself and they had released all the water out of the furnace thereby promoting another repair cost it was like letting all the oil out of your car!
I don't see any use for this company at all and I want my money back no questions asked. Can you help me? I don't want to have them call me with a bunch of excuses I already tried to get this resolved and they have to admit their error."
...
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What Claimant Wants Hide
1. Compensation: repairs that didn't work Feb 06, 2012 $660.00
2. Refund: Estimate for repairs needed. Feb 06, 2012 $79.00
3. Other – Physical delivery charges Feb 06, 2012 $2.99
Cash total : $741.99
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Our technician was called out to diagnose and quote repairs to customers system on Friday 12/30/11. Customer had multiple quotes from other companies and we provided her with quotes as well as a diagnosis with recommendations. She paid our trip charge of $69 + tax = $73.38 which was told to her by the CSR’s (recorded line). See attached work order #589203. No repairs were accepted at this time. Customer called back that same night and accepted all the work to be done. We scheduled it per customers request for Thursday 1/5/12 for 11am-1pm. Customer called in the meanwhile on Saturday 12/31/11 and stated the heat was not working and now the motor is sparking. We went out same day (New Years Eve) and replaced the motor and coupling to get the flame and heat back on and would return again during normal business hours when vendors are open to complete the repairs. Customer called back on 1/1/12 and again we went same day on a holiday to get temporary heat for customer. We bled the water side of the boiler (This is not a furnace) and did not charge her for this visit and kept our previous appointment that we had setup with her. She called us on Tuesday and stated she wasn’t sure she wanted us to finish the work so we put the return on hold. She then called us on Wednesday and told us she had another company finish the job that we did not complete nor did she pay for us to do. We returned the material to vendor and canceled the job for Thursday. We had not heard from this customer since until this complaint. We disagree with the customers assesment of the situation. We service over 30,000 customers each year and have a 100% customer satifaction policy. This being said we were never given a chance to complete the work and were not paid to complete the work. We were paid for temporary repairs until the customers apointment and materials arrived. I'm not sure what we can do to make this customer happy at this time being fair to both sides. "

This claim will remain posted until resolved.

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