Horrible Service for NTI Combi Boiler Hot Water Heater
The worst experience possible. Had intermittent heating outages during the cold snap over Christmas. Found them because they list my NTI boiler explicitly on their website.
Andrew came to my house, didn’t seem to know much about the furnace, asked me if I had the manual, didn’t do a thorough inspection first, finally just called the customer support line and made one minor change that was by their own admission unlikely to solve the problem, all of which I could have easily done myself.
With minimal explanation he said the controller board may need replacing (under warranty), then after being around for about 30 mins, he charged me $235 (for doing pretty much nothing) and left.
10 minutes later the heat was off again. I called him, asking him to come back or keep me posted. Instead of calling me back, I just got another appointment email for several days later stating I would have to pay more for him to actually fix the problem. In the meantime I was just supposed to freeze.
When I followed up to ask about further charges and whether they even had the controller board, Tracey was super rude to me, saying $235 isn’t even a lot of money relatively speaking and that they’d “probably” have the part and ultimately, rudely, hung up on me.
I ended up cancelling that appointment and cutting my losses. The person that I found to come instead of them checked the entire furnace for proper functionality, had the replacement controller board and replaced it for almost half the cost.
Will never call again or recommend.
- Approximate cost of services:
- $235.00
- Company Response
Hi Mina,
First off I thank you so much for your feedback and assure you Hoerner takes our customer feedback very seriously.Just to respond to your points and I will be brief. An email will follow as well - reflecting the times and dates and showing the part was ordered.
I did check the gps tracking and it shows Andrew arrived 1:21pm and departed your house your house at 2:35pm. In addition Titan our scheduling system showed an appointment on the 6th of January but you cancelled it. I will do up SCREEN PRINTS on your email reflecting this information to restore your confidence.Just to know Hoerner has systems in place to ensure that calls are dealt with in an expedient manner. However during the week of the 4th of January- We were FLOODED WITH EMERGENCY calls so HOERNER had to TRIAGE the calls much like an EMERGENCY DEPARTMENT. Torontonians were experiencing split radiators which caused flooding, no heat and no water, frozen pipes throughout the house and burst pipes with huge flooding.
As you mentioned in your review-you had intermittent heat (so I guess you had some heat).
On all our calls-Hoerner up fronts on the phone the $59 call out service fee in order to be transparent. This covers our vans full of equipment and we need to cover overhead such as gas, licenses and 24/7 on call answering service, office staff, ipads etc. basically normal trades overhead. Bringing the store to you.
Andrew arrived and contacted NTI customer service support in order to confirm the diagnostic and expedite the call. It was the first time Hoerner had been out to your home. So Andrew would have needed to familiarize himself with your set up. Anyway in the end we ordered a part from the supplier-see email.
I do agree it was an extremely busy time. The phone calls were dealt with quickly so that we could address emergencies due to the situation. Sorry if you felt the call was abrupt. In addition Hoerner recently had to go through a rehire due to a technician leaving and moving home as well as 2 other long term senior employees moving on to other things. Hoerner has been really very busy.
Andrew did do his best to diagnose the problem. He did contact Nti. We did order the part. We were at your place on the 4th of January-which a lot of clients could not get our service and we were holding a spot on the 6th January - for the follow up once the part arrived. As it turned out you were able to get someone on the 5th January which is fabulous.
So when the part did arrive on the 5th January you no longer required the part we ordered.Our company policy is 100% satisfaction. Please contact Tracey at the office and I can discuss your situation. Thanks so much once again for your honesty and your feedback.