ComplaintsforBudget Heating & Plumbing Services

• Initial Complaint

  11/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  got a quote from company may 2023 for repair/refurbish as well as replacement. Feb 29 requested the repair/refurbish option. 2 technicians arrived and before confirming the boiler was unrepairable, they proceeded to replace multiple parts on the heating system. I received a phone call from the secretary stating ****** needs to be replaced. i was left without heat in sub zero temperatures for 5 days. i found another company to replace boiler and when Budget found out they sent me an invoice for $4000. 2 days later they reinvoiced me and took $500 off initial invoice and bad mouthed the company that did my boiler replacement. Budget came to my house in bad faith to make money off of me for a repair that they knew full well was un repairable. I had multiple companies estimate the boiler replacement and knew within 1 minute that the boiler needed replacement. The secretary at Budget has lied to me regarding the time spent by their technicians, stated most of day at my home when in fact it was 3hr 25 min from van arrival to departure. they will not provide a detailed invoice with part cost or labour cost which i have asked for and have been denied. There are multiple emails where Budget makes untrue claims, which i can provide. Bottom line, Budget performed unnecessary work in order to make money, they had no authorization to perform the work unless the boiler was repairable. i am willing to pay for 3 zone valves which were installed by Budget and i saved their pumps which they unnecessarily installed on the plumbing to my unrepairable boiler. They can have those back as well. I feel that i am being fair especially given the circumstances of being lied to and taken advantage of. Please help with this

  

  Business response

  11/03/2024

  On May 5, 2023, ************** visited your home to assess your boiler, which was operational but showing significant wear. During this visit, we provided a quote for a new boiler and an alternative quote for refurbishing your existing boiler, including replacing specific components. This quote offered a bundled price covering both parts and labor, without itemization.
  
  Subsequently, you contacted our office to initiate the work outlined in our May 5th quote on February 26 2024. Our receptionist, *****, discussed the options with you, and you opted to refurbish the existing boiler and replace necessary components, based on the bundled pricing we had provided.
  
  As we commenced the work, our technicians replaced several critical external components: two zone valves, an air vent, a mixing valve, and two Circulation pumps. These replacements were necessary regardless of the decision to replace or refurbish your boiler.
  
  However, upon starting the work on the boiler itself, ************** discovered a leak and determined that the boiler was beyond refurbishment and required replacement. 
  
  We proceeded to invoice you only for the work completed, applying a discount for the refurbishment services that were not performed. It's important to note that all replaced components were essential for your boiler's operation and remain in use, supporting your new boiler.
  
  We did not bad mouth the other company, we quoted you for a high efficiency boiler as per the new regulations set on January 1st, 2023, all new residential boilers installed must be at least 90% efficient. The company you selected gave you a mid efficiency boiler we simply stated what the new regulations were and that the boiler they provided did not comply. 
  
  To summarize:
  * We initially provided a bundled quote for either replacing your boiler or refurbishing it with new components.
  * You elected to proceed with the refurbishment based on our bundled pricing.
  * Our team successfully replaced several key components necessary for your boiler's operation.
  * Upon discovering that the boiler required replacement rather than refurbishment, we adjusted your invoice to reflect only the completed work, applying a discount for the unperformed services.
  
  We understand that discovering the boiler was beyond repair came as an unwelcome surprise and may have caused frustration. Please be assured, we've provided detailed explanations for each component we replaced and invoiced for, highlighting how these parts function alongside the boiler without being integral to it. These replacements were necessary, independent of the decision to replace the boiler itself.
  
  We kindly request payment for the completed services, which were essential and are in use with your new boiler setup.

  Customer response

  11/03/2024

   
  Complaint: 21410672
  
  I am rejecting this response because: I have concrete proof that Budget has entered into a deceptive agreement that left services rendered so vague that they can't even come up with a detailed invoice to list the cost of parts that I am paying for as well as the fact that the boiler was not deemed unfixable until the 2 technicians found it to be leaking after they had worked on it, but not leaking when they started. The boiler was a replacement from the start. Budget knew, and expected me to go with their $25000 option.Budget left our family without heat for 5 days u till I found a reputable company to replace the boiler at $20000 less than Buget came in at. 5 days later they invoiced me, not the day of work done. 2 days after, they dropped the invoice by 500. i have email proof that ***** stated that ******* were on site for most of the day when in fact, my cameras filmed their ******* arriving at 1020 am and leaving at 145 pm. Deception and lies. I will pay for the 2 zone valves instalation and sell the 2 pumps that I offered to Budget to reclaim since they installed them and they are brand new, to help recoup my costs from a company that exploits unknowing customers by means of refusing transparency of charges and adequate procedures to establish repair/refurbish protocols to ensure customers are not charged unnecessary charges due to misinformation. I have been lied to, family left in the cold for 5 days, invoiced for 4000 for nothing after 5 days because we didn't go with a $25000 plus replacement with Budget, 2 day later Budget reduced by $500. Budget has entered our agreement in bad faith. I can provide detailed emails with Budget of wrongdoing, working boiler, work done, leaking boiler ect. I feel I should not be taken advantage of because I don't know boilers. This company is not transparent, won't provide me part cost or labour cost. no 2 boilers are the same regarding servicing and parts and are different, there cannot be a flat rate with the diversity of boilers as parts are different. All I wanted was a detailed invoice and Budget will not provide. They have lied, provided invoice after 5 days living in zubzero temperatures with a disabled boiler, reduced initial invoice 2 days after initial invoice was provided(7 days after work done). Lying and deception are not a good quality for a company. I am willing to pay for services rendered under good faith. If parts used can't be priced, why should I pay for them. Budget attempted to shame me about not paying, entering the realm of disrespectful practices by a company towards customers.  I will pay for 2 zone valve installs and that's it. that is my final offer if not satisfactory by Budget, they can bring me to court with my support of other heating company testimonies. 

  
  
  Sincerely,
  
  ***************************

  

  Business response

  14/03/2024

  It was clear the boiler was nearing its end when we came out to your home last year in May, hence why we left a quotation for replacement. 
  

  When you recently called to proceed with the work we again advised replacement would be the recommended choice. 
  

  however since as per our visit last year in May the boiler was still working and was not leaking (we have sent you photos from last years appointment proving there was no leak at the time) you proceeded to go with the component replacements as well as the boiler refurbishing.

  The pricing quoted was a packaged deal, and no breakdown was requested from you prior to having us complete the work. You agreed to the work based on our quote. 

  we proceeded to replace the components once it came to the boiler refurbishing itself the leak was noticed.

   

  we discounted our invoice as a reflection of the work that was in fact completed discounting what wasnt.

   

  All the parts for which we are requesting payment have been installed and are currently in use by you. Unfortunately, we cannot take them back as they are now completely useless to us.

   

  can I ask why your are okay with paying for the two zone valves but not the rest of the parts? 

   

  Customer response

  01/05/2024

  In response to Budget heating and Plumbing's last correspondence, I am still not in agreement with how they have treated me with regards to the boiler repair and refurbish.
  1-  My family was left in the cold for 5 days after my boiler was not repaired or refurbished( which is what i hired them for)
  2- I was not invoiced untill 5 days after when Budget realized i was not going to have them replace my boiler. 2 days after initial invioce, i recieve another invoice with a discount.
  3- I was lied to by ***** at Budget regarding time spent working on the boiler. ***** stated they were there for most of the day( documented in email) when in fact it was a little over 2 hours( documented by my security camera)
  4- Parts were installed for the operation of my boiler before the boiler was properly inspected and deemed unfixable, which should have been the very first order of bussiness when hired to repair and refurbish a boiler, not to add parts to the heating system which all have to be removed when the boiler gets replaced.
  5- Said parts were listed by ***** but budget will not list price of parts that they want to charge me for nor will they disclose labour cost involved in the 2hr install of said parts that are useless to a boiler that needs replacing.
  6- Initial estimate which Budget states is a package deal has wording in it such a "possible purging of system" which tells me that the initial estimate is just that, an estimate and not actual cost due to the many variables involved
  
   In summary, The boiler should have been inspected first and foremost to figure out, if in fact, it could be repaired or refurbished before any work is performed on the heating system due to the fact that if a repair was not possible, components installed would not have to be dismantled and reinstalled on a new boiler/heating system. I was also lied to regarding time spent which has never been addressed and reflects very poorly on budget and demonstrates clearly how they have treated me and my family throughout this process. Budget did not care that my home was without heat for 5 days during subzero temperatures causing unnecessary hardship to my family to try and keep warm. I was under the impression that i was having my boiler repaired/refurbished and that was not the case. The service i requested was deemed not possible.

  

  Business response

  07/05/2024

  We replaced certain components associated with your boiler. When we began work on the boiler itself, we discovered the leak. As advised we are not charging for the work that was to be done on the boiler, but rather for the parts that are currently in use, with your new boiler. The invoice was issued after a five-day delay because we were waiting to see if you wished to proceed with the boiler replacement. Additionally, it is important to clarify that we did not neglect the comfort of your family. You mentioned wanting to gather additional quotes for the boiler replacement, so we awaited your decision on whether to proceed with our quote. We were prepared to begin the installation immediately. Could you please explain why you are willing to pay for the replacement of the zone valve but not for the other parts?
  

   

  Customer response

  15/05/2024

   
  Complaint: 21410672
  
  I am rejecting this response because: i hired your company to repair and refurbish my boiler. Since the boiler was unrepairable, which should have been determined at the onset of any work to the heating system, I should have been notified immediately to decide what direction I wanted to go moving forward, not have components added to the existing heating system which had to be removed and reinstalled when a new boiler is installed. The company which installed my new boiler could not understand why new components were installed on an unrepairable boiler, it made no sense at all.  I am also confused as to why my concern of being lied to by your company regarding time spent at my house working on the boiler has never been addressed. I was told that 2 techs spent most of the day working at my home, when in fact they spent just over 2 hours. This has not been addressed and provides a glimpse of your company's intentions towards me. You have refused to provide me a detailed invoice with parts and labour cost, did not invoice me for 5 days and only did so after finding out that I was looking elsewhere for a company to replace the boiler. I figured that the only intact and existing components that were installed by your company were the zone valves and i was willing to pay for those. The company that installed the new boiler used all their own new parts and provided me a detailed invoice with parts and labour. I am trying to be reasonable and a $4000 bill for 2 hrs work on a boiler that could not be repaired is absolutely unreasonable. The only work that should have been done was to determine if the boiler could be salvaged and if so repair it. I should not be responsible for your company's negligence by replacing components on a heating system with an unrepairable boiler. 
  
  Sincerely,
  
  ***************************

  

  Business response

  15/06/2024

  Unfortunately, as previously advised, we cannot accept the return of installed parts. However, as a final attempt to resolve this amicably, we can offer a $500 discount if payment is made by the 28th of this month. If the payment is not received by this date, we will be left with no choice but to proceed with filing a claim.

  Customer response

  27/06/2024

   
  Complaint: 21410672
  
  I am rejecting this response because:
  I was not provided a detailed invoice as requested and am asking that the BBB step in and help facilitate a fair outcome with regards to this matter. Court action does not concern me at the least and I would welcome the opportunity to be heard. If any ruling was found in my favor, it could be very costly for a company trying to squeeze money out of a customer who was not treated fairly .

  
  Sincerely,
  
  ***************************

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