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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/12/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
When scheduling my appointment, I agreed to a $135 fee for making the service call. I told the woman scheduling the appointment that I had taken two panels off my heating unit to change the filter. And, that because I was physically unable to get the panels back on, the heater stopped working. When the man making the service call arrived, he walked to my heating unit, popped the panels back on the unit, and the heater rebooted...problem was solved. When it was time to pay, he asked me for $214 stating that the additional $79 was a "diagnostic fee". I contend that there was no diagnostic activity. Both he and I knew exactly what was preventing the heater from working. I called the business the next day, asking for a supervisor to discuss my concerns. Unfortunately, I don't remember his name. However, I do remember that he continually told me that the $79 charge was a "diagnostic fee". He couldn't/wouldn't answer me when I briefly explained the circumstances. He also told me that he would talk about the situation at the "next meeting". I'm quite certain that was untrue. I found him to be extremely patronizing.
Business response
01/16/2023
The customer was overcharged and she has been refunded. We had a couple of breakdowns in intra company communication. I am glad it was brought to my attention and I believe the customer is satisfied.
***************
Initial Complaint
07/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Friday, July 8 2022, this company performed a seasonal check of my air conditioner. I was told by the technician that my system was fine. The following Sunday, July 10 2022, the unit failed. On Monday, July 11 2022, the company returned to troubleshoot. The technician informed me that the compressor failed and would have to be replaced. He also identified some wiring issues with the unit. The company did not repair the system until Friday, July 15 2022. The compressor was replaced under a 10 year manufacturer warranty on this 4 year old system. They charged me $1133.58 for the repair. The company refused to provide an itemized receipt to me upon request.Business response
07/25/2022
We quote a flat rate for our services prior to providing service. Similar to a meal ordered at a restaurant we do not have a way to break out the cost on our invoice. We did our best to try to explain this to the customer and believe that they are satisfied at this time.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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