Complaints

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For starters, my HVAC unit froze up and went out on 06/10/2023. In turn, I called ************* who agreed to dispatch a tech on 06/12/2023; which didn't happen, so I ended up calling JDL HVAC on 06/12/2023. I paid the $30 service fee and they advised a tech would come to the home on 06/13/2023. He completed an assessment of my HVAC unit and explained that there was black mold inside and based on the year, make, and model of the system it needed to be replaced. He provided me with an estimate that included three options and in turn, I chose the second to highest option (i.e. *******). I completed the financing application, was approved, and the technician advised the earliest available appointment would be Friday, 06/16/2023. I agreed and he advised to "call him if anything changes between now and the appointment". So, I assumed that I could cancel the appointment as long as it occurred before Friday, 06/16/2023 because he did not mention/or explain that I waived my right to cancel within the 3 day window. Deliberately not informing customers of terms/conditions written within your contracts/and or invoices is considered entrapment in lieu of heinous, erroneous, malicious business practice. When I called to cancel on Thursday, 06/12/2023 I spoke to a women and her tone immediately changed. **** then went on to state that I "waived my rights to cancel within the 3 day period" and "she would have to talk to her manager about cancellation". Immediately thereafter, the HVAC technician called and attempted to change his story stating that "I chose the installation date of Friday, 06/16/2023 and waived my rights to cancel". He then attempted to extort information from me, in lieu of attempting to play on my emotions stating he was a "friend". In order for the terms/conditions to be applicable I would have had to cancel the installation on the same day in which the service call occurred (i.e. Tuesday, 06/12/2023) because Wednesday-Friday would count as the 3 day window.

  Business response

  07/05/2023

  Here at JDL HVAC Services, we pride ourselves in being trustworthy, honest, and transparent. 
  
  The contract that you signed, stated that you waived a three day cancellation period. The contract document is designed to stop you from committing until you read and accept prior to signing the waiver. 
  
  The technician went through the product selection with you and ensured your schedule aligns with the proposed installation date that was agreed upon with you. The technician further said to call the office if your schedule changes, not if you decide to get additional quote while using our pricing to secure a better deal from a competitor that was looking to steal business away from us?
  
  Contract for the replacement of the system is like any other contract that should be read through, thoroughly and understood before signing the commitment to the contract. 
  The desire for a sooner day was never expressed to the office or the technician. The Friday date that was chosen, did not present a problem until the cancellation fee was mentioned. When you called into the office and the administrator let you know about the cancellation fee, that is when the issues of the date and the clause of the signed contract were brought up. 
  
  The administrator had advised that you signed the proposal and read the waiver to you. You did not accept the fact that the contract was signed by you and that waiver is a separate prompt you would have had, to read through, and hit the next button to finish signing the proposal. The cancellation fee is also addressed in the terms and conditions.
  
  Yes, we are a friendly company and look out for the best interests of our clients. When we spoke over the phone, we gave you yet another chance to honor your contract, but you wanted to go with the other company because of additional work with the water heater they were installing for you and that their payment plan was more suitable for you? You mentioned you'd pay the cancellation fees promptly. It is unfair to allege that we misled you, when in fact everything was crystal clear, in white and black through the contract documentation. 

  Customer response

  07/08/2023

  Complaint: ********
  
  I am rejecting this response because the business owners refuse to acknowledge that they are operating with heinous, and malicious intent out of desperation! Now only are the business owners desperate for some odd reason they resent me the invoice like I was going to pay it when in reality the 3 day cancellation timeframe doesn't even apply which I have clearly explained. Companies like JDL do not need to be in business because they have no clue how to truly operate a legitimate business where customers are not taken advantage of, so that they can profit. Most HVAC companies do not have to order HVAC systems because they have a stock of them at their warehouse or location. Not to mention, it seems as though the technician who was at my home is the same person responding to this complaint which makes matters even worse! As a customer, I have the right to change my mind at any time and regardless of their **** poor response the fact still remains that technician did not explain that I was waiving my rights to cancel. Furthermore, if this was a legitimate business that operates off of integrity then the company would not have to willingly and deliberately operate with deceptive business practices, trapping their customers in contracts where they have no options. Most entities who have legit contracts with cancellation clauses make sure to explain this upfront, however this was not the case and the company needs to own their blatant failure. At this point, because of my **** poor experience and the back and forth I will be moving forward to file a complaint with the Maryland Attorney State General and if necessary will consult with a lawyer before filing a complaint in Prince Georges  County Small Claims Court. 
  
  Regards,
  
  *************************
  

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