Legacy Gas Works Inc.

I have been dealing with this company for almost 4 years by now to service my gas boiler and I must confess I am very disappointed with quality of service and especially billing and customer service experience. They speak about "kindness of their heart" and double bill you right away. We identified the problem with the boiler ourselves (as it was easy to see that the ignitor was broken), called Legacy Gas Works Inc. and asked for the part to be replaced as there is no way to buy the part if you are not licensed gas technician. We specifically stated on the phone the brand and model of the boiler, serial number and the part name (even though this information was already on file as this company serviced this boiler for a few years), asked to send a technician with this part. First time the technician showed up without a part at all, had a hard time trying to find where the ignitor was in this boiler, we had to show it to him, left after 3 min just to come back with a wrong part and left for the day after another 3 min without fixing the boiler. We had to travel the next day, so next time another technician showed up only in around 2 weeks. This time finally with a proper part, so replacement and testing took around 20 min. We received a bill in 2 days with 2 hours of work charged, overinflated part price with a total of almost $500 for a 20 min job. We tried to dispute the bill and talked 3 times to Legacy Gas Works as it was completely unfair that they just bloated the price out and we have to pay for their logistics and communication issues. All our complaints were absolutely ignored and we were told that they did us a favor that they showed up 3 times in our house, 2 of which were absolutely useless and unnecessary, just to overcharge a customer. We were told that it is our problem that we have an old boiler. Last year we asked for a quote for the new boiler, we were given absolutely crazy prices. First time they gave us a quote of $9K in the end of June 2024 and when we called in September 2024 to actually do the installation, the price magically jumped to $16K for the same boiler, which was absolutely crazy inflation for just 3 months, so we had to refuse as our boiler was still in normal working order. They have a monopoly here in Moncton, they charge what they want, double bill, have no courtesy and zero customer service skills and on all our objections they say "you are not a licensed technician". Please stay away from this company and better use other companies services or get that license yourself, probably will be more beneficial as they only care about taking money from you and not about helping you to fix the issue.

I contacted Legacy gas works requesting a technician bring an ignitor and install it as the existing one was visibly broken. I provided the boiler model and serial number on the phone specifically stating the ignitor needed to be replaced. A tech arrived without the part and I had to explain where to find the ignitor and how to access it. The tech left after a few minutes and returned later that day with the wrong ignitor. Then indicated the correct part was ordered and would be delivered the following week. After some scheduling a different tech arrived almost 2 weeks later and installed the part, tested it and left in under 30 minutes. I was billed for 2 hours of labor, a truck charge (whatever that is) and a part price equal to an hour of labor. After requesting honesty in their billing as the first tech did nothing useful, Legacy gas works refused to resolve the incorrect hour of billing, advised only after the bill was sent that a tech has to inspect the unit as I am not a licensed gas tech and proceeds to say the tech returning with the wrong part was a gesture of kindness to help get the boiler up and running. In fact that was a gesture of revenue generation for Legacy gas works for a full hour of labor from 2 visits of 5 minutes in the same afternoon. I cannot recommend this company to anyone as they lack integrity and cannot be trusted.

The brand new gas boiler that Legacy sold us and installed for us never provided consistent hot water from the beginning. Water temperature would move from scalding hot to cold, and not stay at a consistent temperature.They tried several things but with no success, and firmly stated all was installed perfectly on there part, They insinuated we were just not used to the instant hot water system. Besides the service call costs, we had to rebate hundreds of dollars to our Airbnb guests who complained about scalding hot or cold showers. After the last guest complaint I finally called a competitor of Legacy's to have a look. Within 10 minutes he identified the problem. As clearly stated in the boiler manual, a thermostatic mixing valve was absolutely required to be installed at the time of the boiler installation, but was never installed. When we reported this to Legacy they said the mixing valve was not necessary. I then phoned the manufacturer who confirmed to me that it was absolutely required and admitted this was likely the cause of our problem. Legacy finally agreed to install the valve, and the hot water now works great. So it took nearly two years, and between service calls and Airbnb refunds it cost us nearly $2000,00. Our request for compensation was ignored. Our follow up request for free future service calls was ignored. We reached out to the Better Business Bureau who tried to contact Legacy, but they advised Legacy ignored their efforts as well. We never even got an apology.