ComplaintsforSpringbrook Fuel and Ice

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/24/2022 I called Spring Brook Ice and Oil as I am the new owner of *** ********* ***** *** ******** and I had information that they previously serviced the furnace here. When I first called, everything was polite, a gentleman came to the house to fix a very slow, intermittent leak from the overflow valve. The guy that showed up stated that a part needed to be replaced and not the pressure release valve I had thought was the problem. I believed that he knew better as this is his profession. He went ahead and replaced a tank, which services and parts came to around $250.00. He assured me this was the cause, and told me he infact put this furnace in originally with the previous owners, and that it was perfect for another 40 years. About a week later I went down to do laundry, and there was a leak 100 times worse than originally. I called them on 09/03/2022 to have them come back and fix what I was charged for. They sent someone to my home named Tommy, supposed manager. I came home at 5:15pm to find that he shut my furnace down completley- knowing it was the holiday weekend, and my first day of vacation. I then received a voicemail he'd left while I was at work saying " I shut off the furnace, I'll call you in a week with a price". This was unacceptable to do as the dripping was made worse by them, I need hot water to bathe in, laundry, dishes etc... and could not go a week without it, especially because I was not spoken with, nor asked if this was ok. I called the emergence line and asked to have someone come back and turn it on for me, and to know why I was being pushed into a situation where I would be so desperate for this, that in a week I would just pay whatever they asked. He said he would send someone, 5 hours later he called me back swearing at me telling me "he did me a solid" and I could call whoever the $*&@ I wanted, he doesnt care. It has now been 8 days another $700 w another person, and no fix. I would like my $$ refunded.

  Business response

  10/03/2022

   

  On August 24^, 2022 ***** *****, *** ********* ***** *** ******* called our firm to service his oil boiler due to a water leak.  We had serviced the home for many years with the previous owner.  The previous owner took seriously ill and ultimately passed away.  In between the transition to ***** ***** the home had been vacant for an extended period of time.  During this time, there may not have been no heat in the home due to lack of fuel.  If this was the case, there may have been damage to the system due to cold or lack of use.

   

  Regardless, on 8-24-22 Spring Brook’s service department responded to the water leak – emergency service call.  Our technician replaced a defective expansion tank.  On September 2, 2022 Mr. ***** called and stated he went into basement to check unit since the 8-24-22 service and noticed the unit leaking water again.  He further stated that he was at work and he had left the house unlocked and he gave permission for our firm to return and resolve.  That afternoon our technician returned and had to shut down the system because the tankless coil (internal hot water heater) was leaking.  He did not want to continue to run the boiler in that condition because should the boiler run out of water and the oil burner continue to operate, the boiler casting could overheat and crack.  Due to the fact that we were leaving the dwelling with no hot water, and the customer was not home and near the weekend, we called and left Mr. ***** a telephone message regarding the status.  In order to replace a leaking tankless coil, the correct tankless coil would need to be located and this replacement is minimally ½ day labor or more.  The customer than returned home after our normal business hours and called our 24 hour emergency answering service.  Our service manager returned the call and Mr. ***** was very belligerent that we left him on the weekend with no hot water.  The service manager began to explain the situation and reason we left the system off to prevent further damage or a complete boiler replacement.  The service manager then contacted me as the owner of the company we agreed to send the on-call technician to turn the system back on at the customer’s own risk until a solution could be rendered during regular business hours.  The service manager re-called Mr. ***** to explain that he would dispatch a technician.  Mr. ******* tensions rose even further and he began to swear profusely and threatened that he would be calling his lawyer.  Due to his verbal abuse on the telephone, the service manager politely told him it might be best to call an alternate contractor because he was being unreasonable with our firm and we did not want to send a technician into a toxic environment. 

   

  To date, Spring Brook simply charged the customer for the initial service call and part (expansion tank) on 8-24-22.  We did not charge the customer for the return trip on 9-2-22.  At this time, Spring Brook feels we treated the Mr. ***** in a timely manner and tried to protect his home from having a more serious issue.  We stand firm on our initial billing and are sorry that this service issue could not be resolved by our company and Mr. ***** by speaking and acting reasonably with each other.

   

  Please let me know if you need any further information.

   

  Respectfully submitted,

   

   

  Gregory S********

  President

  Spring Brook Ice & Fuel Service

  ** ******** ****** *** ******** ** ***** ************

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