Tankless Boiler Repair: small issue = unnecessary/complicated/expensive fix!
Our domestic hot water ran out on a weekend in our still newish (7 yr old) tankless combi boiler. With a toddler at home, we were desperate to have hot water back on this cold day. We contacted Sarman Air based on the very favourable online reviews. The owner (John) quickly responded and offered to come for the needed repair. Little did we know that this is when the real ordeal would begin. A small issue with a flow sensor was misdiagnosed and led to changing multiple parts over next few days in unnecessary attempts of fixing the issue, quickly adding up to a very large bill. Being stuck given the advance payments to Sarman Air, we had no choice but to stay committed to him in fixing the problem. With little faith in his repair attempts, we phoned several other technicians multiple times to trouble shoot the work being done and pass along their advice. As the original problem persisted, we were given a number of excuses around plumbing issues only for him to later find a piece of plumbing tape blocking the newly installed sensor from functioning properly - an installation done by him. The entire endeavour felt like a training exercise at our time and money. Overall work was haphazard, unnecessary, lacked ownership and was more expensive than the labor cost of installing a new boiler. It seemed like WE needed to be a boiler expert in knowing the exact problem, the exact solution and the exact cost before making this call!
- Approximate cost of services:
- $2,000.00
- Company Response
Dear PM,
As you were aware I talked to Navien technical support and I followed their recommendation on the repair and replacing parts. I also replaced the second flow sensor on my cost and I was at your place promptly at your call. The piece of tape that was the issue had come from old work that was done on your machine and nobody could predict it. Your job cost included adding a home water filter and replacing broken expansion tank as well and it cost me more than you paid because of several trips and parts replacements but I did all those at my own cost. Though it was a bit complicated situation but at the end, I made sure your Boiler was fixed and I brought back safety and comfort to your house before I leave the job as I always do, so it is truly unfair that you rate our services as such. And just a question: what score would you give me if I haven't come back to fix it for the second time without changing you?
Do you still believe I did a service for you?