I posted a separate thread yesterday about problems I’m having with a gas boiler starting fine when cold, but refusing to re-fire. I was also getting an intermittent buzzing noise from the gas valve. The buzzing had been present for awhile, the re-firing issue only happened within the past week or so.
Long story short, the techs replaced the gas valve. I sat in the next room as the two gents did the diagnostics and heard them discuss the readings they were getting, and they seemed pretty thorough and competent. I don’t really doubt that the gas valve needed fixing (at least for the buzzing issue), and received verbal assurance that the other symptoms I described (the non-firing) were also consistent with having to replace the gas valve.
The non-firing issue resurfaced hours after the repair (the buzzing seems to have stopped in the few times I’ve gotten the boiler to fire, though). Although I’ve received advice on the other thread about finding a different HVAC pro to work on the problem, I think there is some value in having the same company come out again to work again at getting a correct diagnosis, because in my view, I’m a long-time customer who has already paid for a correct diagnosis and didn’t exactly get it. I also think (perhaps wishfully?) that when I call Monday morning to report that I’ve had no heat all weekend, the company might be willing to give my job a bit of priority (if they care about getting things right for their customers).
So my question for the HVAC pros out there is this: What is a reasonable request on my part regarding billing? At the very least, I would like the service charges and diagnostic fee waived for this new return visit. And what is the best way to approach the company about whether the rather expensive job they did on Friday might not have been necessary?
I try to treat people who come into my home to do work politely and professionally, but I also want to get fair value for my money. How do you guys who do this for a living handle the situation when a customer has a complaint like this?