Rude service, treated us poorly
When I initially set up this service call, Gas Fix tried to sell me a new heater when we had been advised by another company that we needed a new igniter. We declined this, and they came out for an initial service call. We were not at home and were advised we also needed a new control for $650 plus install. Unwilling to commit to this extra cost, we sent them away and paid the cost of the service call.
I then called back to set up another visit to install an igniter and complain about the recommendation for a control panel. We were told the manager Scott would show up at 10 am and instead the original technician showed up early. Early was fine, but Scott called me and was rude when letting me know I missed the technician's previous calls. The technician was also quite rude, perhaps because this was a return visit and permission was not given to order parts the first time. He then installed a new igniter, and did confirm we needed a new control panel for $650 plus install. Instead, we ordered a new control panel online from Toronto Pool Supplies for $400, and will plug it in ourselves. We have been pool owners for 20 years, and this was the rudest experience we have had. We do not recommend this company.
- Approximate cost of services:
- $626.00
- Company Response
Thank you Ms. E for your review. We appreciate your feedback even if you're wrong in your assessment. FIRST - In reviewing the telephone calls to our office, our staff was not rude to you. Rather, you were the rude person. You were rude, argumentative and dismissive. It was hard for Scott to complete a sentence when you continually cut him off. SECOND - We originally serviced the Jandy LJ pool heater on August 2nd. It was determined that the unit required many parts to repair. We returned on the 24th of September to install the Hot Surface Ignitor and a new burner. It was also determined at the time that you required a control board. As we specialize in the repair and maintenance of pool heaters and gas fireplaces, we carry over 300+ of the most common pool heater and fireplace parts on our service vehicles. We had the hot surface ignitor, burner and control board to do the repair and could have completed the repair that day. However, your issue boiled down to pricing. Gas Fix cannot compete on pricing with these big box stores that have large warehouses and can bring in truckloads of parts. But those companies cannot compete with our service and because we carry parts, we CAN take care of our customers the same day. You may not want to recommend us but please note, our diagnostic and assessment of your unit was correct. THIRD - You spent $804.76 with Gas Fix replacing the burner and ignitor. Then, you spend another $400 for a control board with Toronto Pool Supplies. How much more are you going to sink into this unit? You should have taking our recommendation on a new heater considering the amount of money you spent on a repair. What part is going to fail next? Good luck on future repairs to your pool heater. ~ JASON ~