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| - I had a couple of pipes burst when a tenant inexplicably turned off the heat (yes, I don't understand it, either). I was in a bit of a panic when I discovered water coming through 2 areas of a dropped ceiling. A friend had used Metro Heating for a new furnace and sang their praises. Metro also has an award from Angie's List, too, so I figured I'd be in good hands.
First, the pluses: I called and they got me on the phone with a service technician right away. He advised me to meet him at the property with a jug of car antifreeze. He winterized all of the drains in baths and kitchens and toilets, to prevent further damage (the inside temp was 38 degrees). He was able to get the furnace back on, and completely bled the system (it's hot water boiler heat).
Unfortunately the leak originated from a pipe servicing the furnace, so the furnace had to be shut down. The technician turned the water off at the main shut-off and opened up all of the taps on the faucets, again to prevent further freezing/water damage.
Finally, he identified a problem on the supply line to the boiler, the absence of a back-flow preventer.
The not-so-greats: even though he identified one leak and had a service van with him (presumably with basic parts, like copper pipe), he told me he could not make the repair. "The earliest anyone can come is Monday". Um, what? I have a house that's 38 degrees and now it's going to be two more nights before anyone can make the repair.
Even though Metro Heating specializes in hot water heat, the sense I got is a reticence to do what they consider to be "plumbing work". I don't know if the technician wasn't authorized to do repairs on leaky pipes or wasn't able to do plumbing repairs, or if they don't, as a rule, do what they consider to be plumbing repairs. But it would have been nice to know that beforehand. The bill was $275 - $88 for the service call and nearly $200 for 1.3 hours of a service person's time. It was Friday night after five, so the labor includes overtime.
Their office staff is also not great. I have called at least four times, asking for an electronic copy of the invoice and work ticket for the job so my insurance company can cut me a check so I can pay the invoice. There's been a lot of finger pointing and blame placed between two office people and the bookkeeping dept. I don't really care who dropped the ball, or who gave who the wrong email address or what happened, I just want the invoice. How hard can this be? It's been three weeks since the "work" was performed and still no electronic invoice. I'm wondering how long it will be before I get a past due notice in the mail.
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