ComplaintsforT R Johnson & Son

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2020, I hired T R Johnson to replace my boiler for my heating system. The boiler itself is working fine. In November of 2021, I hired a roofing company to replace my roof. When the roofers got onto the roof, and saw the poor condition of the chimney being used for my heating system, they alerted me to call T R Johnson to come and reroute the vent for my heat. The problem is, when T R Johnson did the original work in 2020, they did not inspect the chimney, which was clearly specified as part of the boiler installation process, according to the installation manual. There was no vent in the chimney being used for my heating system. I received a bill from T R Johnson for the work to reroute the vent. This should have been a part of the original job, which I paid a total of $7436.50 for completion . The bill to reroute the vent is $2910.74. T R Johnson says that the venting was not part of the original contract, even though the installation manual shows that it should have been. They should have rerouted the vent in 2020 with the original job. They left me with a dangerous situation. I have not yet paid for the vent rerouting.

  Business response

  01/21/2022

  *** **** has been a customer of T.R. Johnson & Son for years, On 11/4/19 she called to say her boiler was not working. On 11/8/19 our technicia** ****** went out and determined that the boiler needed replaced. At that time the existing boiler was vented into the chimney.

  We gave *** **** an estimate to replace the boiler only and tie back into the chimney.

  On 1/17/2020 T.R. Johnson replaced the boiler for *** ****. We tied the boiler into the existing chimney to vent just like the previous boiler. The boiler is designed to shut down if the system is not venting properly.

  There were no complaints from *** **** until 11/23/21 she called in a panic that she was having a roof replaced and the roofers told her the chimney needed to be removed. As they started to remove the chimney, the roofer noticed heat coming from the chimney and the roofer advised *** ****.

  I advised her that we could come and run a new vent up the side of her house and above the roof line. We started installing the vent on 11/24/21 and finished on 11/29/21.

  At no time did she ever complain or say anything about the vent until she received the invoice for the new vent. If *** **** has a complaint about the way the previous boiler was vented, she needs to take it up with the company that installed it (that was not T.R. Johnson & Son).

  *** **** keeps referring to the original installation of the boiler. If we would have ran the vent on the outside of the house then the cost would have been $3,000.00 more.

  We felt like the boiler was venting properly into the chimney just like the previous boiler. At no time in the almost 2 years the new boiler has been installed has she had any problems with the boiler not working.

  
  Sincerely yours,

  ***** *******, Vice President
  

  
  

  Customer response

  01/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ****

   

  Since T R Johnson refuses to acknowledge that they did not follow proper procedures in the venting of the new boiler, as per the installation manual, and because I can't afford to pursue this any further legally, I am going to pay off the bill and be done with them.

*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. ↩