Today (May 2021), our gas fireplace which was turned off for the spring/summer season could not be re-ignited. In the summer of 2018, the same issue developed and it was the first repair on the Insta-Flame Majestic gas fireplace which was installed in the new house in 1997. Mr. Heat Mechanical's Head Technician in July 2018 came to diagnose and replace the one millivolt gas valve and one complete pilot assembly. He was pleasant. The service and diagnostic fee was $85.00 + 13% taxes. The total repair was $1376.00. Shockingly expensive. Today, the same Head Technician returned to diagnose the no start issue. He didn't call in advance like he was supposed to to announce his arrival. My spouse opened the door. He was rude to her. He was cold and was rushed as if he was having an off day or perhaps he was annoyed that he had to return. A complete change in attitude. The re-ignition of the fireplace took about 5 minutes. Of course, the service and diagnostic fee jumped to $129 + 13% taxes which I had to pay. A bitter feeling which left my spouse and I shocked. We won't be using or recommending Mr. Heat Mechanical again.
- Company Response
We appreciate your feedback. Please note the following are Mr. Heat Mechanical policies :
1. We confirm our service charge rates with customers before booking an appointment with them.
2.Our fireplace repair warranty is One year on parts & labour on major repairs.
3. It's customers responsibilities to know basic operating & safety procedures of their gas fireplace in accordance to manufacturers written information including lighting pilots.
4. Our licensed professional techs are trained to avoid engaging with rude,vulgar, verbally abusive, hostile, disrespectful and unreasonable customers at the job site.
5. Our licensed techs are instructed to call customers 30 to 45 min ahead of their arrival unless instructed otherwise by the customer.