Complaints

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called ****'s Heating because my furnace was blowing out warm not hot air and was not heating the house as it had been before. The technician came out and determined my thermostat was bad. He said he had one in the truck, but the ones they install are very high end, not like the cheap ones at *********** He said the trip out and diagnostic is $98. and the thermostat installed is $415. I said that seemed high for a thermostat, but he reiterated it was very high end and would save on electrical costs. Again, he said it is not a cheap one like ********** sells. When he was working on the furnace, my existing thermostat popped, flashed light and went dead. I agreed to the new high end thermostat, thinking I would save on my electric bill. My old stat was now worthless and I didn't want to go without heat since it was 14 degrees out. I paid him when he was done and he left, taking the box with him. I did manage to get the owner's manual and decided to look up this Honeywell thermostat on the ********** website. To my surprise, it was available at ********** and for under $100.! The one I paid so much for was a cheap stat from ********** after all, although he stated numerous times it wasn't. When I contacted ****'s, they just said I could have declined their service. But being lied to about the quality of the product they installed is not right. I sent them another text, but got no response. I received a less quality product than I was told I was getting. I feel I should receive a refund of $150. And I received no receipt.

  Business response

  02/13/2023

  Thank you for choosing ****'s Heating when your unit was not working as you thought it should. I see that we were able to get to your call in less than a half an hour after you called. The thermostats that we carry on our trucks can handle dual fuel and more advanced equipment like multi stage units. We carry these so that we are prepared to fix any situation especially in an emergency.  This is what makes the thermostats we carry on our trucks more expensive than the 1 heat 1 cool that you looked up on the internet. We also have to add the costs of the labor for the service technician to install it and the overhead costs for the company as well. This is what allows us to be available for service calls all throughout the year during regular hours and after hours. 

  Thermostats can save money on utility bills when they are programmable and the user sets them up to reduce use when they are not at home but high end thermostats do not save you money on your utility bill just by being installed and no one at our company would advertise that. 

  It is very easy for someone to complain after they had a tech out to:

  1. find the problem

  2. give you options to fix

  3. fix the issue 

   

  You could have looked that up while he was there, you could have declined the service call, you could have went to ********** right after he left and bought the cheaper stat and installed it yourself. 

  We are a company that offers a service to the public and we have to cover our costs so we can stay open to continue to offer these services. It is unfortunate that things costs money but I can assure you that we as a company do not try to make a bunch of extra money or scam people into using our services.  

  Your receipt is being sent out in the mail today. 

  Please do not call us in the future to tell us after we fixed your issue that you could have done it better. 

   

  *******************

  Owner

   

  Customer response

  02/16/2023

   
  Complaint: 18951650
  
  I am rejecting this response because:

  I have one thing to say: What was installed in my home is not a programmable thermostat. Again, the thermostat is so cheap that it is not even programmable, despite what was written on my receipt. Maybe that was an error on the installers part, but what was installed in my home is not a programmable thermostat. End of story.
   
  Sincerely,
  
  *************************

  Business response

  03/14/2023

  Attached is a picture of the box for the thermostat that we installed in your home. We have circled in black where it shows that it is a programmable thermostat. You may need to call another HVAC company to show you how to program your thermostat. 

  Thank you, 

  *******************

  Customer response

  03/27/2023

   Concerning case #******** for *************************, I am not satisfied with Stans Heatings reply to my complaint. The thermostat installed in my home can not be programmed. Attached are pictures of what should have been installed and what was actually installed. Following Schedule does not appear on the thermostat that was installed and when menu is selected, the Prog option doesnt show up. I googled my issue and printed the response I received. It seems as though the installer configured the thermostat as non-programmable. Such incompetence is not acceptable.
  
  ***********************;
  

  
  

  Customer response

  04/10/2023

  Complaint ID:     18951650 has been resolved to my satisfaction.
  
  *************************

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