Furnace company accused of ignoring complaint about repair

Furnace company accused of ignoring complaint about repair

COMPLAINT: Carla Pacheco, Portland, Ore.

"I have two gas furnaces, one of which was newly installed. I called Home Comfort Heating & Cooling for a yearly service check and a replacement filter. I thought that as long as the representative was here, he should service my upstairs furnace, as well.

"Shortly after he serviced it, it stopped igniting. I have kept it regularly serviced, so I know it wasn't a matter of neglect. I called the company and requested a revisit. Robert [Lathrop, owner] opened the furnace, and it started while he was here, but as soon as he left and it cycled off, it wouldn't ignite again.

"At the time, I felt that I had bothered him for nothing and that perhaps it would start working again like it had when he came to look at it.

"As I have the downstairs furnace that heats most of my home, I just left the upstairs one off until the weather got chilly again. Sure enough, it would not start again, so I called Home Comfort and left a voicemail explaining the situation.

"I was told if I wanted anything done, I would have to pay a service charge. When I reminded them that the furnace has not worked properly since Robert serviced it, all I was told was, 'Well, it was running when he left.' I was surprised that there wasn't more concern for their customer's satisfaction or a warranty."

DESIRED RESOLUTION: "I would like my furnace back in working order without extra charges."

STATUS: Penalty Box

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