UPDATE: WE ARE A REPEAT CLIENT. THEY ARE CALLING US LIERS BECAUSE ALL I ASKED FOR WAS REMOVAL AND REFUND FOR A HEATER THAT DIDN'T NOT WORK FOR 2 MONTHS BECAUSE IT DID NOT WORK WITH OUR CURRENT DUCTWORK. EDGAR ORIGINALLY QUOTED US 3700 TO RERUN DUCTWORK BUT AFTER YELLING AT ME OVER THE PHONE HE DROPPED IT TO 1500. WE MOVED ON. WE NEVER GOT A WRITEN AGREEMENT. SEE ATTACHMENTS(WE COULD OF BOUGHT THE HEATER FOR 1400 THAT THEY CHARGED US 4000 FOR)
A few months ago, we contacted Heatwave for a quote to replace our aging heater. They visited, assessed the situation, and provided a quote. When they installed the new heater, it initially worked but soon shut off because they forgot to turn on the gas switch inside the heater. Once this was corrected, the heater turned on but only ran for about 10 minutes before shutting off again.
We informed Edgar about the issue, and he came to test the unit. He identified a defective part in the heater, replaced it, and mentioned that he was "doing us a favor" by not charging for the repair. However, after he left, the heater again shut off after running for 10 minutes.
When we reached out to Heatwave again, they blamed the thermostat. To address this, we replaced our existing thermostat with a smart thermostat, but the problem persisted. They then claimed the issue was with the thermostat's programming, even though we had removed all programming. Edgar returned, tested the system, and left, but the problem continued. To eliminate the thermostat as the issue, we installed a basic, non-programmable thermostat, but the heater still shut off after 10 minutes.
To better understand the problem, I created a detailed graph tracking temperature, runtime, and error codes from the heater. When I reached out to the manufacturer, they refused to assist and directed me back to the installer. I provided this information to Heatwave, and Edgar returned. He bypassed the thermostat entirely and set a timer for 20 minutes, but the heater shut off after 19 minutes.
Edgar then explored other potential causes, including gas flow, the return air system, and closed vents--all of which were checked and found not to be the issue. Finally, he inspected our attic and discovered we had old asbestos ductwork, which he claimed was too small for the new system. This explanation made sense but had not been identified during the initial inspection.
Edgar informed us that replacing the ductwork would cost approximately $8,000, as the asbestos removal would require a separate contractor. This additional expense meant the total cost for replacing the heater would exceed $12,000. If we had known this upfront, we would have kept our old system.
When we requested a refund and removal of the new unit, Edgar became extremely rude and threatening, blaming us for the issues. This experience has been incredibly frustrating, as a thorough inspection during the initial quote could have prevented the time, stress, and financial burden caused by Heatwave's lack of expertise and troubleshooting. Ultimately, we had to hire a different company to fix the problem created by Heatwave. Their lack of professionalism and knowledge is unacceptable. read more