problem with Baseboard heater installation
- Approximate cost of services:
- $400.00
- Company Response
Thank you for your feedback on this matter. We definitely take this extremely seriously. There are quite a few things that you listed in your review that we would like to address, as there seems to be a series of misunderstandings that took place regarding this work.
1.Pricing: We try to price out all of our jobs as affordably as possible. In this case, the technician had already applied the $40 coupon to the price of the job, and he had priced the job out at less than the standard rate in order to get the work done for you. However, if this was not clear in the written invoice, we would be happy to refund the $40 in order to clear things up.
2. Work completed: at the time that it was requested for the technician to return, it was brought to our attention that the request was to have one of the heaters lowered, as it was higher than the other heaters that were installed. The heater that was higher was installed on hardwood, and the other heaters were installed on tile. As tile is not flammable, those heaters are able to be installed lower, while a heater over hardwood is required to be a minimum of one inch above the ground. When this was expressed, you continued to ask to move the heater lower towards the hardwood. We are not willing to do work that puts the homes of our customers or their neighbours at risk.
In regard to the gaps in the wall, we discussed that the wall was warped and that the gaps would need to be filled with fireproof caulking, which is typically done by a drywaller or painter. In this circumstance, you mentioned that there was a painter coming and that this would be doable by that company.
3. The circumstances surrounding the return visit: If tempers were lost in this visit by the technician, we definitely appreciate you letting us know. From what the technician has told us, he was attempting to complete the work that you requested, and he left the home when you asked him to do so. If there was a mixup in timing or a miscommunication about when the electrician was meant to come, we would like to apologize for that again, as we previously did on the phone. We discussed things with Brad, and he has let us know what his side of the story is. While the two stories sound different, he did tell us that he tried to call you afterwards to apologize for his side of things, and that you did not want to hear from him and that you proceeded to yell at him for trying to apologize. We would like to help however we can, but our attempts to smooth things over from both the office and from the technician have been met with hostility. Please let us know if we can work towards a resolution with you on this matter.
