I moved into a home with a propane fireplace and was converting it to gas. Gas company came in and hooked up. Plummer came in and hooked up. Still, we smelled gas.
WEEK 1: (10/14/13)
called a fireplace company - said two weeks to send someone out. Called Pann, one week someone could come out. Went with Pann. BIG MISTAKE!!!!!
WEEK 2: (10/21/13)
Week later guy showed up in last half hour of scheduled time 8-4:30, (AFTER I CALLED at 3:30 PM and they said "oh, well the guy was on his way"....the guy showed up at 4 PM). After half hour, guy said there's a part we need because it was leaking gas. Estimate over $600 and I had to pay over $300 on the spot. Said part would be in within a week and they'd call.
WEEK 3: (10/28/13) - NO RESPONSE SINCE LAST WEEK
I called. After going through a couple of transfers some guy said they did not see the order, but he would check and call me back.
WEEK 4: (11/4/13) - NO RESPONSE SINCE LAST WEEK
I called. After a couple of connections, talked to "Mike". I wanted a refund. Mike said the part already left Lennox and somewhere in New York. He would refund if I chose, claiming he would eat the cost of the part. I decided to wait since it was in transit. (BIG MISTAKE #2) Mike said he would contact me ASAP when the part arrived.
WEEK 5: (11/11/13) - NO RESPONSE SINCE LAST WEEK
Called back and demanded a refund of my over $300. They said I would get a call back. Mike called back and said he told me the part did not ship yet but he could not check because the company was closed for the holiday....and that is what he told me the "other day". I reminded him that LAST WEEK it was NOT what he stated. He fought over what he told me, that they were waiting for the part to originally ship last week and he had to check to see if it had shipped at all, but he couldn't since they were closed ; which to me, was absolutely false!
It has been four weeks since they "supposedly" ordered the part and after multiple promises "the part was shipped" we are still told it has not shipped yet.
Again, I have asked for a full refund. remains to be seen if they still try to stick me with the technician bill for spending well less than an hour finding a leak.
I will have to repay this again with another company, for the technician, but to me, it will be well worth it.
This company is clueless and seems to me that they tell their customers whatever it takes to hang up the phone.