Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally request a refund of $467 for the inadequate service provided by, GSHA Services, **** on June 19, 2024. Despite replacing a capacitor on my air conditioning unit and charging me an exorbitant fee, the issue was not resolved. On June 18, 2024, I scheduled a service appointment for my air conditioning unit, located on the roof of my vintage condo, which we have owned since 2003. On June 19, two of their technicians visited our property. After spending approximately 30 minutes on the roof, they informed me that they had fixed the unit by replacing the capacitor. I requested them to check if the air conditioner was working properly, and they noted that the temperature was 83 degrees Fahrenheit. They seemed unsure and advised me to wait a few hours for the unit to cool off.Despite their assurances, the temperature remained high, and the air conditioning unit did not cool down. I promptly contacted their office and spoke with *****, the office manager, who suggested waiting a couple of hours. Later that evening, I called again, frustrated by the lack of progress. ***** informed me that my check had already been cashed and offered to refund the amount only if I allowed their team to retrieve the replaced part, which they claimed had been discarded. Her demeanor was rude, aggressive, and unprofessional. I actually felt threatened .Subsequently, I attempted to contact the owner, ********************* to resolve this matter. When I finally reached him, he initially identified himself as ***** but then claimed otherwise and assured me he would relay my message to *****. As of today, I have not received any response.Given the circumstances, I demand a full refund of $467. This amount includes the excessive service charge that far exceeds their standard service call fee of $99. The service provided was inadequate, and the company failed to resolve the issue or offer a satisfactory solution.Thank you,***********************

  

  Business response

  08/26/2024

  Dear *****************,
  Thank you for reaching out and sharing your concerns regarding the service provided by GSHA Services, *** on June 19, 2024. We value your feedback, as it helps us to improve our services and address any issues our customers may face.
  First and foremost, I want to express our regret that you felt the service you received did not meet your expectations and that you encountered difficulties after our technicians left your property.
  Upon reviewing the details of your service call, I can confirm that prior to your appointment, we communicated the cost of the service, including an explanation of the work to be performed and the associated charges. You acknowledged and accepted the service fee of $199 for the ** rooftop unit, which included the necessary labor, ladder access fee and two technicians for diagnosing and assessing the unit on the roof.
  Once on site, our technicians conducted the assessment of your air conditioning unit, and while they were able to replace the capacitor (after obtaining your approval) it seems that the unit did not reach the cooling levels you expected shortly thereafter. I understand how frustrating it can be when service issues arise, especially with systems as crucial as air conditioning. However, I want to emphasize that the performance of the unit may be influenced by various factors, including environmental conditions and the upkeep of the unit itself, particularly due to its age.
  Regarding your communication with our staff, I apologize for any dissatisfaction you experienced when speaking with *****. It is our policy to treat all customers with respect and professionalism. I will ensure that your comments are relayed to our team to reinforce our commitment to providing excellent service.
  Concerning your request for a refund, I regret to inform you that we do not typically issue refunds unless there has been a clear error in service, which does not appear to be the case here based on our records. The technicians reported a measurable improvement in temperature after the capacitor replacement. When you contacted us later in the afternoon to express concerns about the house remaining hot, indicating that the windows had been open, we advised that keeping the windows open would hinder the cooling process.
  Thank you for your understanding.
  Sincerely,
  ********************* GSHA Services ***

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