This company was contracted by Hayward to replace a thermostat on my pool heater. To be clear, the thermostat was replaced and is working fine now. My concern is that the technician left me with more problems than he solved. He left me with a red tag because he said the pool heater was not installed to code, despite the fact that I hired a gas licensed technician to install the heater. It seemed to be one technician's interpretation of the code vs another. Basically I felt that this technician came looking for issues, maybe hoping for more business. He was taking pictures seconds after arriving. He did not even know what he came to fix, I had to tell him. Although he was polite, I would not recommend him as you may get more than what you bargained for.
- Company Response
We are happy to hear that your heater is working fine. However, we do not apologize for red tagging. The procedure we follow is set out by the TSSA who licenses us to perform work on gas appliances, we are required to inspect every appliance for improper installation and gas code infractions prior to performing any work. The gas codes are clearly stated and we follow them. The fact that you had another gas company do the work contrary to the gas codes is their fault, not ours. At every service call I clearly explain what is wrong both , in terms of the function of the machine and also in terms of code infractions. Whenever asked I provide the customer with access to the gas code book and thoroughly explain the issues they are facing. Considering that the gas code is all about safety I cannot understand why anybody would have a problem when someone clearly shows them a problem. We thank you for your business, however if you are looking for someone to do inferior work that does not comply with gas code requirements, then you are correct, we are not the company for you. We endeavour to do the best work that we can every day and all of our work is in full compliance with all applicable rules and regulations. With regards to the suggestion that we issue red tags as some underhanded method of generating work is ludicrous. Whenever we issue a red tag invariably that customer will go back to the original installer to repair the code infractions as we always suggest. Usually that customer is lost to us once the red tag is issued because like you they are upset with us instead of being upset with the offending contractor. Red tags are the single largest cause of lost business for us. Often a problem is reported which upon further inspection requires a different repair than what was reported, as a result we always check out the entire machine.
fyi: The pictures taken are submitted with a follow up report to the manufacturer as required and requested by them.