Hired Gas Fix to repair Pool Heater. They fixed it. Got Charged a fair labour rate but got gouged on the parts price. I paid $686.49 for 3 parts that are readily available in the marketplace for for under $250.00. I didn't expect to get taken advantage of by a company that we had used in the past and when I objected to the parts price the repair tech immediately threatened to take the parts out and leave. I complained to head office and the GM called me a few minutes ago to explain that in order to have these parts readily available to customers, that this is their pricing policy on parts. So they win, I lose. I would recommend to anyone thinking about using Gas Fix to get a quote first, let them leave and then find someone more reasonable to do the repairs. An extremely unpleasant experience. I wasn't surprised to see a quick response from the company as they don't want others to question their parts pricing tactics. I signed nothing to provide the go ahead to install the parts at the verbally quoted price of a couple of hundred dollars each. I immediately went to call distributors of the parts and discovered the price quoted was outrageous. Upon return to the tech to raise my objection, the parts were already in and the well rehearsed threat to remove them and leave immediately and charge for the labour was delivered. Its a bit like Ransomware on your computer, pay now or suffer the consequences. Thanks for your quick reply and good luck to you and your business. A dissatisfied customer will tell between 9-15 people about their experience, I'll make sure to multiply that .
- Company Response
Thank you for your review. In 2012, we were there to service the Starite heater. As your email indicates, the issue was identified quickly and the charge was reasonable. In April 2021, we serviced the pool heater again and as your email to us states, the technician was on time, identified the problem AND had all three parts on the service vehicle. Prior to installing the parts, the technician did advise you on the price and you gave your approval to proceed with the repair. In your email communication you say you checked the Pentair site for the list price but their site doesn’t list any prices. Also, unless you have an account with the distributors, you can’t see list prices on their sites either. In reality, you had to price check at the retail level. All three parts are not readily available for under $250. Actually, all three parts are special order. Two of those items have expected shipping dates between 10 to 16 weeks due to distribution issues happening in the industry. Gas Fix had the parts on the service vehicle and was able to take care of your heater on the same day. Other contractors can't because they don't invest in parts or carry parts on their service vehicle as the GM explained to you. At Gas Fix, we strive to provide quality service and care to all our clients. Unfortunately, there are circumstances where no matter how hard we try, it becomes clear that this is not possible. Gas Fix provides a quality service and when our technicians are on a service call, they have over 300+ of the most common parts on their vehicle. When you want cheap service, please, call our competitor. All the best to you and your family and we hope you get lots of enjoyment out of your pool this season.