Naperville HVAC company resolves homeowner’s complaint

Naperville HVAC company resolves homeowner’s complaint

Member complaint

I hired Nicor Home Solutions of Naperville, Ill., to clean and check my furnace. The service person said I had a crack in my heat exchanger and put a note on my furnace that it was hazard. I wasn’t convinced that this was the problem, and when I checked my warranty, I found I have a 25-year warranty on a 20-year-old furnace.

So I called the original company, and they sent two guys who took apart the furnace, shined flashlights into the heat exchanger and found no cracks. They removed the blower, and it had never been cleaned. I felt that Nicor used tactics to scare me.

I’ve always been happy with their work, but this was way out of line. I would like them to reimburse me the $75 I paid the other company for a second opinion.

Debbie Winscott, Woodridge, Ill.

Company response

Thank you for allowing us to review your information and giving us the opportunity to resolve your complaint. We apologize for any frustration that your experience has caused you. After our quality check service call, we did find there to be no cracks in the heat exchanger. We are willing to reimburse you the money that you paid the other company to come out to your home.

Thank you again for giving us the opportunity to resolve your complaint. We are very pleased to hear that you have not lost faith in our company and will use our services again. We have directed this to the appropriate department for review and appreciate that you took time to let us know.

Karianne McCue, customer experience supervisor

Status

Resolved

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