ComplaintsforShoemaker Heating and Plumbing

• Initial Complaint

  03/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When purchasing my current home, initial inspection (*** ****. 10/18/22, $690) noted a visible Crack in heat exchanger (was later retracted) but I requested HVAC inspection (done 10/31/22 by Shoemaker, cost $220). On 11/17/22 Furnace failed to work. Shoemaker was called and came that night. I was told that "inducer is showing 2.2 Amp drawn. 1.1 Amp is normal. Extra Amp is from heat exchanger possibly plugged" Technician told me I needed heat exchanger replaced but due to cost recommend new furnace. I asked what Amp was on 10/31/22 inspection and was told they didn't check it and when questioned about what good was inspection if less than 3 weeks later it fails. I was told that furnaces can just fail any time. Technician was able to get furnace working but said it could fail again at any time. The next day I got a call from owner of company trying to sell me new furnace but due to loss of confidence in company I refused, wanting another opinion. On 11/18/22 I had leaking gas line on stove and gas company shut down. I called ******** plumbing and heating in ************ ** to repair stove and check furnace since they were the ones that initially installed furnace and stove. They came on 11/23/22 ($385) and fixed stove line and checked furnace. Stated "checked operation of furnace, pulled blower motor assembly and checked heat exchanger, furnace in good shape." Ever since I moved in (Nov 1, 2022) I have smelled faint gas smell in backyard but it was stronger on 1/17/23 so I called gas company. Immediately the man who came out noted orange coloring on exhaust vent and noted "melted exhaust on furnace." I was told this was very dangerous and gas was shut off. Then called ******** ********** *********** in ********** **. Ended up buying new furnace for $6102.84. I feel that I did everything to prevent this extra cost and obviously it was all a waste of money because obviously Shoemaker's inspection meant nothing, was it even an inspection, and I would like compensation

  

  Business response

  04/17/2023

  [BBB Transcription via Attachment]

  On 10/31/22, Shoemaker Heating performed a furnace inspection at **** ** **** **** **** which included checking the operation, safeties, and visual inspection of furnace. We also replaced the air filter. Our clean and check service does not include, or imply any warranty on the inspected equipment. Standard clean and check procedures do not include taking amp draws, and there were no notes by the clean and check technician at that time that would indicate further issues. 
  On 11/17/22, our after-hours technician responded to a no heat situation for the new owners of the property, the *********'. The technician at that time noted a high amp draw @ the inducer, possibly indicating a plugged heat exchanger. Ms. ********* was contacted the following morning and spoke with ***** Shoemaker regarding the situation and potential remedies which included replacing the heat exchanger under warranty, or replacing the existing furnace with a new one with possible trade-in credit from ******. After this phone conversation we had no further contact with the owner. She did not give us a chance to remedy the situation. Further, it appears another HVAC company subsequently looked at the furnace and found no issues at the time of their visit. The furnace was ultimately replaced two months after our last contact with the customer. 
  We regret this situation and are sorry we did not get a chance to work with the homeowner for an amenable solution, however, we do not feel money compensation is warranted. 

  Customer response

  04/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The inspection was for a home purchase and was not just a routine maintenance.  It states that pressure gauge was checked. Doesn't that mean that amps should have been checked? I still feel that I should be somewhat compensated. At the very least, I should get money back from inspection and service calls. The previous owner would most likely have replaced or at least split the cost of a new furnace. The fact that I was smelling gas and the exhaust vent was brown since I moved in indicates that it was probably bad all along.
  Sincerely,
  
  ****** *********

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