ComplaintsforSuperior Co-Op HVAC Heating & Cooling

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered annual service for our ******* Furnace and hot water heater on 12/13/21. When the tech.(Don) arrived he had no face covering and was sniffling and coughing the entire time he was there. When asked to use a mask he stated he didn’t have one. I should have turned him away then. While here he spent approx 25mins. Taking off the shroud to the induction motor and supposedly changing the fuel filter. Once finished he asked me to turn up the thermostat to fire the furnace. I pointed out to him that the furnace would not fire without the induction motor shroud installed. This is a safety precaution. He completely ignored this. After 20 mins. of fumbling around and messing with the aqua stat the furnace still hadn’t fired so he found the safety switch on the motor and bypassed it by pressing it with his finger and furnace finally fired (without the safety shroud in place) After this he started packing up his tools and started to leave when I asked “what about the hot water heater and the actual cleaning of the furnace?” He stated the furnace didn’t need to be cleaned and asked where is the hot water heater? I asked if he was joking because the furnace and halt water heater are stacked on top of each other. I pointed it out, he then asked to see the owners manual. I obliged and fetched it for him. As he was reading up on how to remove the cover I told him I wanted him to check the anode rod as well as was stated in the work order. He then told me there wasn’t one. I told him we had to replace it before but he completely ignored me until I pointed out the actual rod and maintenance procedure in the owners manual. It was at this point I asked him to please put everything back and leave as he clearly was not competent enough to work on the machine, I then called the owner “Gerald” at the # above. He offered no apology or resolution and claimed that they don’t service anode rods and that he had the same system. Previously he had told me he had.a heat pump sys

  Business response

  12/29/2021

  Business relayed to BBB:Customers request service online.  The Service Tech that is sent is dependent on what services are needed.  He did not make it very clear what was needed.  The Service Teck asked for an owner's manual.  He got really upset and accused the Service Tech of not knowing what they were doing.  I tell my employees that if a customer is upset to pack up and leave.  I will not be charging him for this service and he did not issue any payment to me.  Due to what had happened we no longer wish to do business with him.

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