Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a unit from Touchstone, which is still under a parts and labor warranty. We had to contact the business due to the unit not operating correctly. I called and spoke with the owner, who confirmed the until was still under the 10 year "parts and labor" warranty. At this time, the owner set up a technician to come out, and made no mention of cost, because of the warranty. The technician arrived the next day and advised that the breaker tripped due to faulty capacitor. The technician confirmed that the breaker tripped from the faulty part, to avoid damaging the compressor. AFTER the job was completed, the technician said, I have to charge you $140 for a service call. We asked why, as the part and unit is under warranty. The technician contacted the owner, who I overheard tell the technician to call it a "test and reset." I then heard the owner tell the tech that he should sell us a maintenance plan or charge the $140. I spoke with the owner via text and continued to ask why there was a fee charged for a warrantied part, at which point he responded with a thumbs up emoji. To this day, no one has yet to explain why this fee was charged for a part that was faulty/broken and covered under warranty. This part caused the malfunction and there should have been NO fee charged to us with an active warranty, no matter how the owner wants to try and spin the narrative or justify this fee.

  Business response

  11/12/2024

  Its been handled 

  Customer response

  11/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22483204

  I am rejecting this response because: 

  The company has not "handled" this. They have not responded to our requests, nor the BBB.

  Regards,

  **** ******

  Business response

  12/06/2024

  Its been handled 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had our AC unit fixed July 17th spent over $1,700 it messed up again August 26th. We been calling to talk to the owner to get our money back no one has called us back. We called the 26,28 and 30th of August and kept being told the owner would call us back and we’ve heard nothing back from them. We’d had to buy window unit so, we would just like our money back.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩