HVAC company provides refund when heater cools

HVAC company provides refund when heater cools

Member complaint

I hired Bovio Heating Plumbing Cooling Insulation of Sicklerville, N.J., to fix my boiler that cuts off after running for about an hour. It didn’t get to run for an hour straight while they were here.

An hour after they left and $200 later, the boiler stopped working again. When I called them to see if they could come back, they told me they would charge me the initial fee again for coming out, plus the hourly rate and parts.

I still don’t have heat and they won’t guarantee to give heat no matter how much I pay them. Then they said how much it could cost and started listing all the possibilities of what could be wrong without even seeing it. I think they wanted to discourage me from making the company come back out.

How can you leave someone with no heat? I hired another company for repairs.

I want a $200 refund.

Annamarie Capaldi, Berlin, N.J.

Provider response

Bovio will refund the member’s service fee.

She called for an overtime appointment and said her boiler wasn’t providing heat. She said a friend had repaired a glow plug and other fixes, but she didn’t have any heat.

Our dispatcher gave time and rate options, and she agreed to a same-day, overtime call.

The technician’s notes say that the system operated properly at the time of service. He cycled the heat a few times to verify operation and did additional diagnostics to make sure the system was working properly. He did rewire the control that was wired incorrectly before our arrival.

He also noted a missing chimney cap and low gas pressure from the meter.

She called back and spoke to our answering service requesting service again.

We stand by our technician’s initial diagnostic. He requested the homeowner contact the gas company to check into incoming gas pressure issues. If the technician went back and the unit worked with the same issues found several hours later, the call would then be a charged call, which was explained over the phone.

Johnathan Addeo, general manager

Status

Resolved

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