I moved into an older home with an older model Napoleon Gas stove which I disconnected as I was doing some renovations at the time. I called Brooms to do a cleaning, check the connections and light the pilot light. I was quoted $130 for this work. The tech came out while my wife was home and spent over an hour cleaning the stove and when he left told my wife that the stove still wouldn't light and it would take another 1.5 to 2 hrs to complete the work. I was frustrated and called to discuss the poor estimate as it seemed to your typical contractor money grab. The tech and staff were unhelpful and uncompromising while assuring me that I was the one with unrealistic expectations. I asked to speak with a manager which took several days. The company was nice enough to bill me for the work completed even though they hadn't accomplished the job requested. I decided to take matters into my own hand and after about 10 minutes I had the stove up and running (I have zero experience with gas appliances). the manager had called back and left a message by this time. I returned his call and left a message for him with my cell and home numbers and an explanation of why I was not impressed. No call back at all. There are lots of HVAC places out there, I'd stay away from Brooms. I don't even want some of my money back. I'd be satisfied with a simple phone call and a bit of an apology or some actual customer appreciation. They were elusive once they knew I was an unhappy customer and refused to accept any blame on their part.
- Approximate cost of services:
- $200.00
- Company Response
Mr. and Mrs. Customer, let me start off by saying we are sorry that you are so unsatisfied with Brooms.
With regards to your comment to it taking several days to speak with someone in regards to your dissatisfaction, we would like to explain that your appointment was during the busiest month of the year for no heating calls at which time I simply do not have the availability in my schedule to discuss matters such as adjusting or reviewing a bill which was your primary focus. I must prioritize no heat customers ahead of this. However, I will get to your concern as soon as time is allotted and my phone intake schedule lightens.
When your call for service was received you indicated to me that you simply required a cleaning on your fireplace and at no time indicated there were any issues with your fireplace. When my technician arrived at your home to begin a simple cleaning he discovered there was much more required.
He has explained to me that the inside of fireplace was infested with spiders. He removed burners, orfus, cleaned back to the gas valve, this all taking our usual hour for service. The fireplace started up but then the flame on the left side of the fireplace would go out. This usually being a venting issue the technician ventured outside to have a look. At this time he realized the venting was infested with spiders. The technician went back into the house and spoke to Mrs. Customer to relay what further work would be required being an approximate 0.5hr additional, at which time she provided authorization to proceed with further work. The technician proceeded with cleaning out the venting outside. He came back to the fireplace inside the home and started it up again. It had helped but not completely resolving the issue with the flame.By this time the technician had a full day of no heat calls and because this call originally was only a service which is scheduled as 1hr was already running behind. He had to continue on with his day. He explained to you that the fireplace flame is still having some trouble and that we could come back. He felt that the return visit might involve two technicians removing the outside venting and complete a more thorough cleaning and accessing if there was any venting issues that could be the cause but upon our return it could have been a simple few more minutes on a repair at which time we would have billed accordingly. Ultimately, he needed more time regardless. My technician has explained to me that you were quite happy and even provided him with a butter tart while on his way.
In good faith, we will reduce your service and your further cleaning to a diagnostic charge and will send the credit via a cheque to your home. Hopefully, we have explained ourselves and this reimbursement will provide a bit of an offering in your dissatisfaction in your dealing with Broom's. We will remove you from our customer database and from any future marketing materials.
Kind regards.
Collette Leroux / Service Manager