Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a furnace go out at one of my properties, My rehab person went in and purchased a part which cost $406.98.I also asked him to call out Blue Flames Service guy.The part was never put on the furnace, the service person said the furnace was shot. I spent $191.48 for the service call. This was Christmas eve. We asked for a quote, but got one a couple days later, we had to replace the furnace, the tenant had no heat and it was Christmas.I requested a refund for the part, it's still in the box and was never used. The **** basically accused me of lying and refused to refund the cost of a part so almost $700.00 was spent for no reason and the furnace had to be replaced.I don't appreciate the condescending attitude of the gentleman I spoke to and don't see why I can't get money back for an unused part. I don't just go out and randomly buy furnace parts only to try and return them, seems senseless. I will be finding who runs the place and contacting them, don't use these guys.

  

  Business Response

  Date: 02/21/2025

  I wish Mrs. *********** was able to articulate her situation as clearly during our phone conversation, as the way she was able to do in her written statement. Our position on all parts that were purchased from the storefront by the general public is that there are "NO RETURNS/ALL SALES FINAL". This is stated in largely multiple locations throughout our store and is on the stated on our paperwork. We also verbally inform every customer during the sales process.

  How it was presented to me by Mrs. *********** is that her maintenance man came here and purchased said part, and this is where the story started becoming convoluted. Did he purchase the part and try to fix it? I do not know, did they schedule a service call and then decide to by the part? Again, I cannot say. One thing for certain is that the part was purchased with intent to fix equipment on their own. Why else would Mrs. ********** have her maintenance man drive to our store and purchase the part.

  We sent over an estimate for replacement upon returning to work after the holiday, which was our first day back in the office. We never heard back from her. If Mrs ********** would of called in and explained the situation sooner, not over a month later, we may have been able to come to an agreement.

  I will apologize if I made Mrs. ********** feel one way or the other, but like I stated to her, the timeline to all of this seems odd, and our policy for all items purchased from our parts counter have a strict no return policy.

  I would be open to working with Mrs. ********** to resolve this matter, however a full refund seems a little unfair for my company. 

  Thank you for your assistance on this matter,

  **** *****

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10-9-2-23 our furnace stopped working. we called a repairman (Fry Heating) and informed them of the problem (Flashing indicators - 3 flashes indicating pressure switch open with inducer on). Repairman check and got furnace operating, repairman stated inducer motor may need replacing at some time, but everything checked out ok at that time. On 12-7-23 our furnace went out again, we called for a repairman and were told it would be about 3or4 days as they were very busy. We called Bluflame Service Company; they could send a repairman over that day. I informed the repairman shown by indicator lights (2flashes - indicating pressure switch closed with inducer off). The repairman checked the furnace, stated that the heat exchanger and vent fan need to be replace, the work was performed on 12-8-23 at a cost of $1549.00 plus the cost of the service call, for a total of $1659.00. On 12-14-23 our furnace stopped working with the same problem as on 12-7-2023, we called Bluflame to have a repairman come check our furnace, and at that time we were informed that we needed a "Barometric Draft Damper" installed at an additional cost of $317.00. The furnace was working just fine without one, why would I need one now, I also questioned if the prior work was necessary, I did not get a good answer, I declined their service, the repairman asked me to sign that I was satisfied with their service, which I also declined. The repairman did get the furnace operating before leaving. We called a different repair company (Fry Heating) they had worked on our furnace in the past. They stated they could find no issues at that time and give them a call if the issue occurred again. On 1-9-2024 our furnace stopped working again and with the indicator lights indicating the same problem as on 12--7-23. My question was the work performed on 12-7-23 necessary and if the repairman knew how to diagnose and repair the furnace or just changing part. Fry installed new furnace, due to those costly repairs.

  

  Business Response

  Date: 07/10/2024

  On 12/07/2023 we received a no heat call.  Upon arrival the service technician found their 15-year-old Armstrong furnace had a bad inducer motor.  Upon further inspection and testing the technician found the heat exchanger to be bad as well.  At that time, he recommended the repairs or that they replace the furnace.  The customer chose to make the repairs.
  On 12/08/2023 we returned and completed the repairs the customer had approved.  The technician then cycled and re-tested the unit.  The furnace passed the tests and was working normally at that time.
  On 12/14/2023 we received a no heat call again and we returned that day at no charge.  Upon arrival the service technician found a problem with the Field Venter kit.  This is a separate piece of equipment from the furnace, this is used when an 80% furnace is not vented through a traditional chimney.  We recommended repairs and the customer declined them.  The system was reset and operating when the technician left.
  
  When a customer calls for a no heat; we troubleshoot, find and present any problems or concerns we discover, along with our recommendations.  After that, the customer advises us on how to proceed. 
  Warranting and standing behind our work is our responsibility.  Making us aware of an issue is the customers responsibility and we were not made aware of anything from the customer.
  On December 7, 2023 , before any repairs were made, we suggested they replace the system.  They decided to repair.  When they had another issue, they decided to call another company.  Sometime around the end of January of 2024, they had the system replaced.
  What is being requested now is not based on a service issue.  We feel we are being asked to refund them because they did not like the results of their decisions.

  Customer Answer

  Date: 07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: This response does not address the initial indicator light " 2 flashes - indicating pressure switch closed with inducer off " reported by me on the initial visit and in the return visit, which to me indicates the same problem. If the furnace was repaired, "Why did it shutdown with the same problem". I reported this to the repairman on the first visit and on the second visit as well, and asked if it was repaired why do I have the same problem?, and why didn't he find he find that I needed a new barometric draft damper the first time?
  
  Sincerely,
  
  ****** *******