COMPLAINT ACTIVITY REPORT  Case # 1287077	Better Business Bureau of Mainland B.C.

Consumer Info:	Markert, Jack	Business Info: Pro Gas & Heating Services
	32250 Downes Rd 	 	 202 15388 24 Ave 
	Abbotsford, BC  V4X 2R1		Surrey, BC  V4A 2J2
	       - 604 855-5272		604 200-8043

The above-named consumer has agreed to the following:
- I give my consent to the BBB of Mainland B.C. to forward my correspondence to the business involved in this dispute, and for the business involved in this dispute to respond and address my complaint with the BBB. Failure to consent to this term will result in the BBB not handling or reporting this complaint.

Location Involved:	(Same as above)

Consumer's Original Complaint :
Basic service was advertised by phone solicitation at $109.95  but there was no description of what they did. The service person did not have a good command of the English language so when he asked me a question I did not understand him. When he was finished he presented me with a bill for $500. Part of this was flushing my system for $189 which I assumed was part of the service package. I was willing to pay for the parts he installed but not at inflated prices. We did reach a compromise of $400 but still way over the price told me by telephone.
Product_Or_Service: Boiler service

Consumer's Desired Resolution:
DesiredSettlementID: Billing AdjustmentI am willing to pay the $109.95 and for parts of about $150.

BBB Processing 

2017-10-10	  web	BBB	Case Pending at BBB
2017-10-12	  TRM	BBB	non-AB Complaint Validated - Use OTTO
2017-10-12	  Otto	EMAIL	Confirmation Letter to Consumer
2017-10-12	  Otto	EMAIL	non-AB - Inform Business of the Complaint
2017-10-15	  WEB	BBB	RECEIVED BUSINESS RESPONSE : Contact Name and Title: Ed Lowe
	Contact Phone: 6042008012
	Contact Email: support@pghs.ca
	Hello Jack and thank you for bringing your concerns to our attention via the BBB. ProGas is here to try and resolve any issues customers may have regarding our pricing. Pursuant to our complaint guidelines your complaint has been forwarded to the Gas fitter in question for a response. The Gas fitter has one week to respond failing which PGHS takes over the resolution process in its entirety. 
	I have some questions. 
	As you can see on the reverse side of your invoice we have instructions on how to submit a complaint. Why did you not email us directly at surport@pghs.ca? 
	Why is it you are seeking a further discount when you have already received a $100 discount and on what bases do you determine the prices including install are "inflated"? Can you provide any comparison to support your claim, maybe an invoice quote from a couple of competitors for the same work and warranty, What's your basis? In the meantime, I am pulling the recording of the booking plus other information including your invoice to help shed more light on these proceeding. We look forward to hearing from you.
2017-10-16	  TRM	EMAIL	Forward Business Response to Consumer
2017-10-17	  WEB	BBB	RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
	I have never received a list of what their $109.95 serviced consists of. I assumed it was for the work done.
	I have an invoice from 2015 for the same service work eg service boiler and replace thermocouple and test system   The cost was $130.15
	I guess I should have called them again instead of your solicitation.
2017-10-17	  TRM	EMAIL	non-AB - Forward Consumer Rebuttal to Business
2017-10-19	  WEB	BBB	RECEIVED FINAL RESPONSE FROM BUSINESS : Hello Jack and thank you for your response. You say you have "an invoice from 2015 for THE SAME WORK e.g. service boiler and replace thermocouple and test system" cost was $130.15.
	 
	Since that is your evidence to support your claim that "the same work" was done and you are comparing our work to that of a previous invoice in determining the value of our services and a request for a $250 refund, please provide a copy of the 2015 invoice so we all may all compare services. I am interested to see where, on your 2015 invoice, it shows "boiler flushing" as part of the boiler "service package", failing which kindly explain how you blindly assume, we would provide that service to you free.
	Upon talking to Fiad, he confirms he recommended boiler flushing directly to you, which you agreed to have done and should have been your first clue that it was not part of the "service package" as you claim. 
	You obviously understood him enough to authorise the work, the alternative being, had you not authorised the work, the work would not have been done because he does not work for free.
	 
	You then signed the invoice agreeing to "I acknowledge the above work has been done to my satisfaction and agree to the above charge contained herein" That is your signature is it not?
	For clarification, if you do the research on the manufactures website for your boiler (superhot I believe)
	http://alliedboilers.com/wp-content/ProductDocuments/MG/MG%20Installation%20%26%20Service%20Manual%20%28S9361A%29.pdf
	Section 4 "SERVICE & MAINTENANCE INSTRUCTIONS" you will note that the manufacture does not include flushing the boiler as part of annual maintenance. Furthermore, if you do the research on line, boiler flushing is generally recommended every 5-10 years or as necessary. Not yearly as part of the boiler maintenance and certainly NOT as part of an annual maintenance fee of $109.95. It is clearly extra work.
	You also stated "never received a list of what their $109.95 serviced consists of.
	You did receive a list of what we did, it is clearly marked on our invoice.  Under Gas appliances "3 Boiler" is ticked as well as Hot water tank. Safety inspection came back with a clean bill of health, no "R's or "P's" Same with electrical and other no "R's or "P's" with the exception of the boiler flush which is "R3" Service work (Gas) same thing no "R's or "P's" except thermocouple "R3". For Service work (water and other) more no "R's or "P's" except "Air vent R3" In other words your boiler is in pretty good shape.
	So how is it you claim "never received a list of what the $109.95 serviced consists of" I have included copy of our invoice in this submission for your review.
	I have also included for your review the recordings of the number 1 call with Tyleen talking with you about booking service and offering to tell you what our service involves and you very clearly declining her offer and the second call with Kole wherein you make no enquiry into learning what is and is not included.
	As you have stated Fiad has already provided you with a $100 discount and you signed off on it. Either provide sold evidence in support of your position which I am more than happy to review and if it's valid look at a refund of some sort or withdraw your claim.  
2017-10-19	  	BBB	MORE INFO RECEIVED FROM THE BUSINESS : ***Document Attached***
	For your review
2017-10-19	  TRM	EMAIL	Forward Final Response to Consumer
2017-10-27	  TRM	BBB	CONSUMER REJECTS BUSINESS' FINAL RESPONSE : Attached is a copy of the service invoice from Sept 2015 showing a cost of $130.15 for similar work on my boiler.  
	I do not expect a $250 refund but $189 for flushing the boiler is very high for opening 3 valves and running water for about 15 minutes.  
	The invoice I have from ProGas just indicates a boiler it does not say what he did and he did not touch the hot water tank because I asked him not to do this even though he has checked this off.
2017-10-27	  TRM	BBB	non-AB - Forward Consumer Rebuttal to Business