ComplaintsforHeat Span Preventative Maintenance Service, Inc.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The contractor promised to sent me a receipt for the work done with a guaranty for the gas boiler. I have made a couple of telephone calls and sent numerous emails. I have not received any document from the business, for the work. When the boiler was installed I asked the technician for the receipt and the guarantee. I was told the receipt will come in email

  Business response

  01/15/2024

  ***********,
  I'm truly sorry that you haven't received your receipt yet despite us sending it to you multiple times via email. I understand how frustrating this must be for you. Please know that I'm here to help. Let me go ahead and send you another copy of the receipt via email and also send a hard copy to ensure that you receive it through *****

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   The vendor never sent me any email. I will like to have a hard copy of the guarantee and the work performed by the vendor by mail. This will settle my concern.

   Thanks a lot for your help.

   ***********************

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Customer response

  06/28/2024

  Better Business Bureau:
  Finally  I got the the voucher detailing the payment made by me today(June 27, 2024). The voucher also lists the warranty and the date of installation.

   
  Thanks for your help.

   
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an elderly disabled senior citizen. My daughter ******* is my sole caretaker. We were coerced into financing this boiler through ********. Contractor is Heatspan. It is one year later. Boiler is not working has been problematic since installation. Heatspan offers no resolution. They put the blame on return pipes not boiler. Im left with no heat. I am a visually impaired diabetic that requires 24/7 assistance with activities of daily living. I have reached out to Heatspan who offered one resolution despite not performing any diagnostics. A second co tractor from Heatspan verbalized an increased price of ***** following day. Needless to say I am hesitant to do any further business with them. I was forced to sign a paper at completion of boiler install as if work was satisfactory. A year later Im stuck with a non working boiler. Factory warranty is up after one year. I feel as if I have been scammed. Please help. I can be reached at ************

  Business response

  01/13/2023

  Tell us why here...The boiler at *********************************************** has been tested, maintained, and serviced and is in good working order. When we received a call from the customer stating that they had no heat, it could be a multitude of issues until a heating engineer evaluates and diagnoses why they had no heat. In this case, the heating engineer conducted a complete sequence of operations testing on the heating system, including the boiler and the return lines. When the heating engineer finished his testing, his findings were that the boiler was working as intended with no issues and that the return lines were the problem. The return lines were leaking, which are the pipes that retrieve water from the steam system and delivers it back to the boiler. Since the leak from the return line is occurring, insufficient water is being stored in the boiler in order for the effective heating cycle to properly occur so that steam can be created as part of the cycle and distribute heat throughout the house. This was explained coherently to the customer and her daughter; they fully understood what was happening. Furthermore, they agreed to go ahead with the resolution discussed, and shortly after deciding to cancel the work, they were issued a full refund. We apologize if they were unhappy with our diagnosis; however, we stand behind our heating engineers experience and his diagnosis. 

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called this company to fix a boiler that was making noise that was so bad it was waking up my neighbors in the middle of the night. They came today to "fix" the issue but once the job was done the techinican stated the job he did would have never fixed this issue and the technician that original came to evaluate the boiler should has states the correct parts to fix the issue. The technicain is at my home hearing the nosy and is stating he know what is needed to fix the charger but what is being done would not!

  Business response

  06/08/2023

  Heatspan has tried reaching out several times to resolve the issue, we would like to send a supervisor out to access and resolve the issue. If the customer would like to call the office at ************ to schedule this appointment we would be happy to help.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩