Complaints

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint about this company last year because not only did they charge 125% above marked for parts but automatically renewed my service contract without my consent. Now they have charged me again after I dealt with customer service last year and went through BBB for resolution. I wonder how many others have been continually charged years after they cancelled contracts. I have spent hours dealing with their customer service people and cannot get through on phone lines.

  

  Business response

  08/12/2024

  Hi **********, this was our mistake, and we apologize for the incorrect charge. Our ********** Manager was able to connect with you on August 8th, and we confirmed with accounting that the refund for the incorrect membership charge was received on August 6th. We will also be sending you a check for $99 this week, in regard to the charge for your humidifier drain feed tube that we worked on last year. Thank you.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been on a service contract for 2022 that carried over into this summer. They automatically recharged my credit card for a new contract in August that is supposed to go for fall service 23 on furnace and summer service 24 on AC. After having service done from the previous contract 22/23 on 8/31/23, I was dissatisfied with the pricing of parts above and beyond the contract fee already paid the past year. There was a 6-700% mark up. I complained to the company on 9/1/23 and again talked to a customer service employee. They justified the mark up saying it was competitive even though the tech replaced a tube on Aprilaire system that was not part of the requested service. In addition, the tech left my basement door open letting in either a chipmunk or mouse that we heard later in the vents. I said I wanted to cancel the service contract for future and wanted a refund moving forward. As of 9/23/23, I have yet to receive the credit that is due of ******

  

  Business response

  10/03/2023

  **********, 

  I apologize for the delay you have experienced in your refund after our conversation on September 7th. There was an issue putting the refund back to your credit card, so we wrote a check as an alternative. The check was sent out on September 27th. Please let us know if you do not receive it this week.

  Related to the chipmunk or mouse, I did extend an offer to cover the expenses for an exterminator, or pest-control expert, to address any suspected animal related issues at your residence and you declined.
  

  Related to pricing, the cost of our maintenance contract covers the tune-up services for your equipment. Repairs are additional. As a maintenance contract member, you do receive a discount on service repair fees which, if needed, are quoted up front and only performed upon your approval ahead of time. 
  

  Once again, we apologize for any inconvenience you have experienced. If you have any further questions or concerns, please let me know right away.
  

  Thank you,
  

  *****************
  Maintenance Manager
  

  
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was my first time working with standard and it was an unpleasant experience. I requested a visit for a low performing air conditioner and they did not send a tech qualified to perform the appropriate diagnostics or repair. After expressing my concern to the tech, I was told I had to pay for the tune-up regardless at time of service and that I could call the office for more information. The conversation with **** was not focused on the customer experience. He pulled up the initial call recording to demonstrate that I had used the word tune-up in my initial call; however, this does not address the fact that they did not assign a tech with the needed license to fully diagnose the issue that I explained over the phone. Standard did not have my permission to record the initial intake call and while legal, this is a disturbing practice and a concerning way to address customer concerns. Instead of listening and working with me to find common ground and a solution, **** said that I didnt remember the initial call correctly. The bottom line is, I called to request help from a reputable company for an underperforming air conditioner and they did not send a qualified tech to fully address the concern. The tech was nice and pleasant and he was obviously not aware of my initial concern about an underperforming air conditioner. He performed a tune up on the furnace which was as expected. Throughout the visit, however, he continuously pushed a sales pitch to subscribe to their annual service plan. I mentioned several times that it would be helpful to get through my first experience with Standard before considering a service plan; however, he brought it up several times after that. For the untrained lay person trying to navigate the complexities of major appliance repair/functionality, this was an unfortunate experience wherein I felt deflated instead of having an informed exchange with a company about expectations for the service purchased.

  

  Business response

  09/26/2023

  ******************,

  I am writing to reaffirm our phone conversation from September 15, 2023, concerning the service request you made on August 25, 2023, for a tune-up on your air conditioner.

  
  As we discussed, on September 12, 2023, our Maintenance Specialist came to your home to perform the tune-up you requested. Following the completion of his work, he recommended further diagnostic work on your air conditioner. He had identified it was not cooling as expected during his tune-up process and he extended an offer to schedule a Service Technician to perform this additional diagnosis at no cost to you, which you declined.

  
  As I mentioned, I have listened to the phone recording of your call with our **************** Representative (CSR) when you called to schedule your appointment. During this call you specifically emphasized that you felt your air conditioner was not broken and that it needed a cleaning and tune-up. Our CSR provided the details of what is involved in our tune-up, and you agreed to move forward with this service. You have been sent the call recording via email for your own review.

  
  In our conversation I did let you know that we would not be refunding you for the work we completed. We provided the service you asked for and we did offer further follow up at no cost to you. We stand behind our work and our recommendation. I am willing to send a technician to do a diagnosis and to give you credit (in full) of what you paid toward a repair, if it is needed, as though our work had never been done. For any further discussion, I may be reached directly on my cell phone ************ or through email at ****************************************************************.

  
  Thank you,
  *****************
  Service Manager, Standard Heating & Air Conditioning 

  Customer response

  09/27/2023

   I am rejecting this response because:

  An inappropriately-skilled tech was assigned to the visit. As indicated on the initial intake call, the air conditioner was underperforming. While onsite, the tech disclosed that he is not licensed to diagnose the issue. When the initial intake call was placed, the underperformance issue was mentioned. On the intake call, the representative mentioned that an experienced tech would be assigned given the older age of the air conditioner (or when age is unknown). ***** was assigned to the call. On the day of the visit, ******* showed up instead. He was not aware that there were performance issues with the air conditioner so this information had not been passed along. 
  

  The tech, *******, was not in a position to offer a solution when I expressed my concerns about his inability to diagnose the issue with the air conditioner. He said that I would need to call the office. ******* did not offer a free diagnostic visit as indicated in ***** response. I called the office to discuss and ultimately received a message from **** indicating that they had reviewed the recording of my initial intake call (which I did not consent to recording) and because I said the word tune-up that they provided the appropriate level of service and expertise. **** did not ever offer a follow up visit to complete the diagnostic. 

  This was my first time working with Standard and it has been unpleasant. Ultimately, I requested a professional service related to the underperformance of the air conditioner and they sent a tech who wasnt qualified to diagnose the problem, despite assigning ***** (an experienced tech) during the initial intake call. When ******* arrived, he was not aware of the issue with the air conditioner and was not prepared to complete the needed diagnostic. 

  
  

  

  Business response

  10/02/2023

  Dear ******************,
  
  The technician we assigned to perform the work at your home is a Maintenance Specialist and is equipped with the appropriate skills and tools to perform the tune-up services you asked for directly on your initial phone call to us. 
  
  Going forward it is clear that we are not able to meet your expectations, and will not be further servicing your home, even though I do believe we fulfilled your request as we initially understood it. I feel our offer to send a Service Technician out at no cost, and to credit the work we already performed in the amount for both units (furnace and a/c), was quite reasonable. Nevertheless, I will refund you for the tune-up service we completed on your air conditioner. If you have any questions, please contact me directly at ************ or email: ********************************************************************.
  
  Thank you, 
  ***************************
  Owner & President

*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. ↩