(Sorry, this is a bit long) I hired EnergyTech to figure out what was wrong with my gas oven broiler, as there started to be an ongoing series of small, but disturbing, explosions of gas inside my oven when the broiler was used. EnergyTech came in, reported I needed a new igniter, and I agreed to have one installed. The new igniter did not solve the problem. They returned to look at it again but didn't stay long enough for the oven to heat up to the point where the explosions happened, so later that day I sent them a video clearly showing the explosions still happening when the broiler reached temperature. After not hearing from them for a day, EnergyTech called to say they had no idea what was wrong with my oven, they couldn't repair it, and that I should contact the manufacturer. At this point, I had paid EnergyTech just under $300 to not fix my oven. The manufacturer's service technicians determined three things: 1.) It was not the igniter, but another faulty part; 2.) The igniter that had been installed by EnergyTech was not recommended for my model of oven and should be replaced. I contacted EnergyTech who refuted that assessment but said they would buy back the igniter they had installed once it was replaced. I sent them two messages once the new igniter was installed to see about following up on their offer, but I have never heard back from them. Oh, the third thing the manufacturer's technician found? The issue was actually being caused by a corroded part letting gas escape unevenly, which would build up and explode, over and over. The corroded metal was literally RIGHT UNDER the igniter EnergyTech removed to install the new one, but they never noticed. EnergyTech did not have the knowledge to understand what was wrong with my oven when it was literally right in front of their face, charged me for a part that was not the problem, and then did not have the decency to keep their word about making good on the offer they made to me. I would never use this company again.
UPDATE: I've read the owner's response. He is ignoring key facts. The broiler never reached the proper temperature, otherwise, it would have exhibited the problem that I showed him in my video and that the manufacturer's techs saw as well. The gas explosions were NOT a different issue, they WERE the issue. My original service request stated "there is often a loud "POOF" of late-igniting gas when we are heating the broiler" but I hired EnergyTech because I'm no expert and while I said the igniter may have been an issue I can't be sure. I'm not a technician, and in their response to my service request, they stated they would send a "technician to your place and doing a diagnosis of the problem. After diagnosis, we will let you know what exactly is wrong with your machine and give you an estimate for the repair." Clearly, their diagnosis was wrong. And they have not addressed the fact that THEY told me they had no idea what was wrong or how to fix it, and that I should contact the manufacturer. After that, I didn't "wait" to replace anything. It sometimes takes time for technicians to get parts and schedule appointments. I took EnergyTech at their word this was the correct part required (how would I know differently?). The manufacturer agreed it was an OEM part, just not for my oven. Whatever parts may have been replaced in the past are irrelevant to this situation. Again, I did NOT ask EnergyTech to refund the cost of the igniter, they offered to do so. I'm sorry if they feel frustrated, but I did what they advised me to do when they had no other answers. I'm also frustrated because they caused me to pay twice for the same part and then they ignored the messages I've sent them since they made the offer to reimburse me for the part.
- Approximate cost of services:
- $297.00
- Company Response
I have read your review and would like to take the opportunity to describe the actual fact. Your initial service call was for broiler igniter malfunctioning and late ignition. When I came to your home to repair the stove saw that broiler takes long to ignite and for that hear small poof. After inspecting the stove found that the broiler ignitor was weak, found 2.5 amps current flow, where normal value is 3.0 – 3.8 amps. Replaced the ignitor and tested. Waited until the broil reached the temperature. Then you again run the broiler with setting 450 degrees and watched whole time until it reached that temperature. Broil was working well, didn’t hear any poof noise. After that you paid me. Next day you called me that you hear poof noise and accordingly I came to your place to honor our warranty service. You ran the machine with setting 450 degrees. Both of us watched the whole operation until it reached the set temperature. Found the broil function working fine, no poof noise heard. Then you said that you are embarrassed because the stove working well and I had to come for no reason. Later you sent a video link, which is different issue than your initial description and both days we didn’t see it while we are watching. Then I asked you to call manufacturer. I supposed to provide warranty for the job I did. 2 weeks later you texted me and mentioned that Manufacturer’s technician identified problem with gas regulator and wanted to replace the ignitor. You waited couple weeks to replace that regulator. I installed OEM (original equipment manufacturer) part and you also replaced the bake ignitor with same part couple years back and it is still working well. I showed you the part price from the manufacture’s website and charged that price. Later you asked me to return the ignitor cost, which is really frustrating for us.