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R. Poust Heating / Bad service

1 United States

We contacted R. Poust Heating to repair our heating unit. We advised them at this time that the unit's limit switch had been broken off and that the heat was now not working at all. A technician arrived the next morning, got the unit working again and advised that "the Limit Switch seems to be OK", and that "the thermostat needs to be replaced for the summer months". He showed me that he disconnected the thermostat's fan wire due to a short which caused the fan to run continuously. He said "he could install a new thermostat but it would run us over $100" and so recommended a local dealer where we could purchase a new thermostat. The next evening the heat stopped working again. We again contacted R. Poust Heating and were advised they would come that night. They in fact did and discovered the source of the problem was the broken limit switch which was not replaced in their first visit. The technician bypassed the limit swich in order for the heat to function that night and advised that someone from R. Poust would need to check on the availability of the part and would call us the next day. They called the next day and advised us that the cost would be $257.50 installed. This is completely ridiculous considering that the part runs $24-$26. They would charge us an additional service call fee of $125 + $50 for the part + labor. Why would we pay an additonal $125 service fee? If the job had been diagnosed correctly the first time, there would be no need for a 2nd service visit. In fact, the technician on the 2nd visit noted N-C on the invoice and apologized. Why would he apologize if he didn't recognize that they had made a mistake? A follow-up call from the owner of R. Poust Heating yielded absolutely no satisfaction on our part and ended with my husband hanging up abruptly.

Al

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