Job partially done and dispute argued extensively
I was getting error codes on my home boiler so I hired this company to perform a "Service and Flush". Despite being more expensive then their competitors I decided to hire them for three reasons; 1) When I described my issue they said they would look at the boiler and everything attached to it in addition to flushing the system, 2) They had a good standing with the BBB and 3) They were certified by the manufacturer.
Long story short, the technician overlooked a very obvious issue and the boiler still wasn't working properly after he left. We then called him back. When he came back he adjusted the thermostat on the hot water storage tank and then tried to charge us another $200 which, after a lengthy dispute with one of the Hansens, was not charged. The boiler still didn't work properly after that so I decided to call another plumber who then completed the work that I believe I had contracted Hansen to do and I had to pay another bill.
Once again I raised my concern with the company and asked to be compensated for the additional cost I had to incur in hiring another plumber. Of course they were once again argumentative and adversarial.
In my opinion this company prefers to charge premium prices for everything regardless of whether the issue is resolved and does not hold themselves accountable to being through in their work resulting someone else having to finish the job. I would not recommend them to anyone!
- Approximate cost of services:
- $400.00
- Company Response
The service that this client was charged for was a flush of his system. The service that the other plumber charged him for was a cleaning of his condensate line to his heat exchanger.
They are two completely different items. Even after speaking with the other plumber they said that they just worked on the condensate line because the flush had already been completed. Which was what this customer was charged for by our company
He believes that the flush should have included the repair and as industry standards go that is just not the case.
There was another time we had sent a tech over to his home to adjust the temperature, yet another item.
His wife paid the invoice and signed it and then later they complained that yet again that this item should have been included in the flush.
Not wanting to argue we just voided the invoice thinking that this would be the last of it. Then we were contacted by them again wanting yet another refund.
In our opinion this customer just wants the work done for free.
Before completing the flush we made him aware of the cost of doing so. he was ok with it until in his own words he asked the other plumber how much he would have charged for the flush and he was less. We feel this is just a case of buyers remorse. He realized that he could have gotten the flush done for cheaper and now wants our company to eat the cost.
We stand by our work and have been in business for 35 years and we take this things very seriously.