These guys are the worst. I called them because I live in Dorchester, so they were local and they had experience with the new, high-efficiency, wall-mounted gas combi-boilers. My unit was making a whining noise whenever it first fired up on cold mornings (which is most winter mornings). First guy came out and diagnosed the problem, which cost me $90 bucks. Said I would need a new fan and they would order it and follow up. They didn’t. I had to chase them down WEEKS later. Then they charged over $300 to install new fan. Two weeks later, the noise was back. WHOOPS! Guess that $300 job was WRONG! Did they offer to reimburse? No! They just sent out a new guy who figured there was ice in the intake line. WRONG! But by then it was Spring, and with the unit warm we couldn’t replicate the problem. So, this winter rolls around and I call them back. New guy comes out–it’s never the same guy–and charged me $99 to tell me it’s a different problem from the other two diagnoses. He wants to start with flushing the system, and that requires a kit. He’ll price the kit and call me back. Guess what? No follow through, AGAIN. I called the manufacturer and found that, no surprise, he was wrong. An earlier model needed a “kit” with new “O” rings, not my model.
Bottom line, I’ve paid this company over $500 to NOT fix the problem. This is customer service? My impression is that this is a company that likes the big jobs: renovations or new installs on bigger projects. But the average homeowner with a problem? Forget it! They really don’t care about you. I would definitely tell the average homeowner to find someone else. They don’t care, they don’t follow through, and they do not diagnose properly. Does this sound like someone you want to hire? If there were a negative star, I’d pick it.
