Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Triple-O out here on March 12 to install a new air conditioner, and then after that a week later, our furnace went and they came back out and installed a new furnace and diagnosed our old furnace and told us it was going to be A lot more money to fix our old furnace, then have a new one installed. Now the problem has come to our homeowners insurance triple o is refusing to fill out paperwork For our homeowners insurance for a claim for the furnace breaking. Triple o First told our homeowners insurance that they never diagnosed our old furnace, which was a lie They also told me they were refusing to fill out the form homeowners insurance needed information for Because they’re not allowed to. We have an estimate from them for repair of the old furnace and estimate for installing the new furnace. The insurance company has this information and knows that triple o Came out to our house and diagnosed it, but is needing more information from them to finish the claim. Triple O To help us and have this information sent. Our homeowners insurance is now sending out a different company to look at our old furnace to finish their claim. But also triple o, has been giving us problems This whole situation. They have also come out and looked at our New furnace said everything was fine even though the furnace is continuously getting louder and when it kicks on it sounds like it’s going to explode because it’s filling with so much gas. Triple 0, tells me that everything is working normal, but I am not sure or will can’t believe them after this whole situation.

  

  Business response

  04/09/2024

  Left voicemail for customer at 10:32am asking for a return call regarding the paperwork they are requesting so I can help resolve the issue for them.

   

  Customer response

  04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  Working with the company to get everything resolved 
  Regards,
  ***** **************
  
  
  
  
  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Vendor (Triple O) refused to provide full details of labor and parts charges for invoice #********. See attached letter sent to Triple O regarding this matter.

  

  Business response

  10/27/2023

  Upon receiving this complaint I called the customer and let him know I received his letter and would like to discuss his concerns regarding his invoice. Customer stated he had time and was in the car. I thanked him and told him I appreciated it and would like to explain our billing process to him and why the invoice was provided as it was. The customer declined and stated he doesn't want to hear anything other than the information he asked for. Told customer I understood and let him know that most of the information he was requesting was already on the invoice, just a different format. Customer stated he wanted a itemized list of labor, parts, parts numbers, and our cost. I told him that part numbers are not part of our invoice process and only live within our AP process unless it is a model/serial # of a unit. I let him know that would could list the amount of labor hours, labor rate, and parts purchased/used under the two categories of ice machine and sensor that were already on the invoice, but could not provide a part line item for each item as we do not have the capability. I also let him know that the bullet point list is informational and the lines will still reflect one bulk price for those items. Customer expressed he was unsatisfied that he called earlier today and couldn't get this information and claimed that we are no being transparent with our customers. I apologized that he felt this way and ensured him that is not the case, and is why I wished to explain how our billing process works. He still was not interested in hearing why the invoice is set up the way it is. I let him know I appreciated his time and patience, and apologized for the inconvenience of needing to submit a formal complaint before receiving additional information on his invoice. I let him know it would be sent over soon, he told me he would review and let us know if this is to satisfactory.  Copy of updated invoice is attached to this response.

  Customer response

  10/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Vendor (Triple O) has revised the invoice to specify the number of labor hours and hrly rate for labor.  However, vendor has not yet provided part numbers and prices for parts installed, as originally requested.  One can only conclude that vendor's motivation is to prevent the customer from researching the cost of parts and calculating the vendor mark up on parts.   Vendor certainly has the right to mark up its wholesale cost for parts any way it chooses.  However, part numbers and prices charged for each part should be disclosed to the customer upon request.    Regards,  ****** ****

• Initial Complaint

  02/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1-15-23 my furnace stopped working and I called Triple-O. The service tech showed up just after 9am and without even looking at the furnace yet said how expensive it was going to be to repair it. The tech diagnosed the problem within 10min and called a parts distributor while on speaker phone to price the part. The distributor priced the part at $75.00 and said they opened at 10am. The tech then joked to me that he couldn't charge more for the part because I heard the conversation. It is about 9:30am now and the tech leaves to retrieve the part from the distributor. He returned at 10:30 am and repeatedly stated how expensive it was going to be as he went to work. It took him 20min to replace the vent motor. Once complete the tech took my credit card and stated the final repair cost as over $1200.00. I was a bit taken back as this is obviously astronomical and did not add up. The tech spent less the 3hrs total time to diagnose and repair the furnace. Labor was quoted as $145.00 an hour by the office when I placed the service call request and the part was $75.00. The Tech then said let me see if I can get the repair cost under $1000 and then claimed the total cost of $995.98. I calculate the cost of repairing my furnace should have been reasonably around $510.00. I was happy with the prompt service but I do believe I was over charged and taken advantage of by Triple-O. I had to call Triple-O just to get a copy the invoice as one was not provided at the time of service. I explained to the receptionist that the cost of the repair does not seem right. The invoice does not provide a detailed summary of charges and literally gives a lump sum only. I have called multiple times and told the manager would call me back to discuss. It's been a few weeks now and I still have not had one returned call from Triple-O. I am simply requesting a detailed account of all charges and to purposefully withhold this information is extremely suspect to me. Beware of Triple-O

  

  Business response

  02/13/2023

  Hello,Upon receiving Mr. ********** complaint it was immediately reviewed. After gathering all the necessary data I called Mr. ******** to discuss what had happened. I apologized as this was the first I was hearing of his concerns and that no-one called him back sooner from his earlier attempts to reach out to us. I told Mr. ******** that I am sorry for how his service call went and that we strive to do our best, and re-stated wrote his concerns were to which he agreed it was really the cost. I told him that while I understand he over heard a $75 charge, that this was only the opening fee of the supply house due to it being a weekend and not normal business hours. I went over the breakdown of the invoice for him to which he now understood the cost of the parts were not only $75. He seemed thankful and understanding that this was the case, and I agreed to still send a copy of a invoice that was itemized over to him for review. He was concerned that he was overcharged but I assured him that we would not take advantage, and in fact discounted the invoice upon his original concern of a high-cost for the repair. A copy of the revised invoice that was sent to Mr. ******** this afternoon is attached for your review. 

  Customer response

  02/13/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reved appear below.  Regards,   ***** ********  I talked with representative  from Triple-O this morning. I do not agree with the cost of vent motor and believe I was taken advantage of. I have attached a few screen shots of the of inverter motor for my furnace serial # ***********.along with the price of the part. Triple-O charged me $559.20 for a part that can be purchased from company who makes my furnace for $139.95 (*******) Beware of Triple-O  

*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. ↩