Complaints

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company inspected our heating/ac system in May for spring maintenance. They charged for spring and fall inspections at this time - $225.00. System was okay at this time. Also note system is less than 2 years old. Still under warranty. In August our A/C stopped working. They came out and temporarily fixed problem on 8/9/22 - $446.46. Received estimate to repair system $1600.00. I complained to company as system was still under warranty and we shouldn't have to pay this kind of money. Manufacturer agreed to pay $400.00 towards labor. We had system repaired finally on 8/31/22. Almost a month without A/C, I told them my husband was 80 and I had a heart condition. They wouldn't order parts even though I emailed them and gave credit card info. I had to print appraisal and mail to them. We had to stay in a motel for 2 nights just to get out of the heat for a while, an additional $300. This is not the first time they have completed a semi annual inspection and something broke down shortly after. This is probably 3 or 4 times where this has happened. I do not trust them to work on my HVAC system any longer. I called them and requested the other half of my 2022 preventative maintenance fee returned for this reason. They advised they not longer give refunds. I am only asking for $113.50 returned. I know I can't prove they sabotaged things and I don't expect to get my thousands of dollars back I have paid them already but would like fall maintenance fee returned.

  Business response

  10/04/2022

  October 03, 2022 
  Dear *** *******, 
  This letter is in response to a complaint filed against us by ***** **** regarding repair issues. 
  We have been servicing the **** residence since November 2017 with no complaints from her about  the services. Following are the service dates and brief descriptions. 
  11/20/2017 Preventative maintenance on heating system – All checks ok. 
  06/08/2018 Preventative maintenance on cooling system – Found unit not working properly and faulty  capacitors and replaced the parts as required for proper unit operations (these are normal wear &  tear parts). 
  11/12/2018 Service call from customer that furnace was not working. Found faulty inducer fan.  Replaced part and got unit up and running properly. 
  12/11/2018 Preventative maintenance on heating system – All checks ok. 
  06/26/2019 Preventative maintenance on cooling system – All checks ok. 
  No response from customer on scheduling preventative maintenance for heating system 2019. 06/05/2020 Service call from customer that AC is not working. Unit was significantly low on refrigerant  and we recommended a leak search. Customer agreed. 
  06/11/2020 Performed leak search and found leak at coil. Part needs replaced. Customer wanted  system replacement to be scheduled in October 2020. 
  08/05/2020 Service call from customer about leaking water heater. Found water heater needing to be  replaced. 
  08/06/2020 Customer called to say she is moving forward with water heater replacement and was  mailing the signed agreement and deposit check to us. 
  08/13/2020 Replaced water heater – All checks ok. 
  10/20/2020 Installed new AC. Parts are covered with a 10 year warranty. Central Penn Plumbing  Service, Inc. offers a one (1) year labor warranty from the date of install of equipment/parts. **. ****  was aware of this since she did sign the Home Improvement Agreement that outlines this with the  proposal that was attached that also states the labor warranty. 
  Customer did not return any calls for scheduling preventative maintenances in 2021. 05/06/2022 Performed preventative maintenance on cooling system – All checks ok.
  08/09/2022 Service call from customer that AC was not working properly (3 months after  maintenance was performed). Unfortunately, a leak was found at the coil. Part was covered under  warranty but the labor, nitrogen and refrigerant were not.  
  08/12/2022 Sent proposal to ***. **** for review. 
  08/12/2022 08/15/2022 ***. **** was back and forth with the price. We did reach out to the  manufacturer and they did give us a $400 labor credit which we passed along to ***. ****. The quote was for $1867.00, less the labor credit of $400.00, less the 10% service discount for being  a maintenance customer. The total cost of the repair came to $1320.30. Customer was informed that  we could not move forward without the signed proposal. ***. **** mailed out her signed proposal. 08/23/2022 We received the signed proposal in the mail and moved forward with releasing the part  and scheduling. 
  08/31/2022 New evaporator coil was installed and system was tested to ensure proper operations. 09/14/2022 Left message with customer about scheduling the preventative maintenance on the  heating system. Customer did pay $225.00 for the 2022 cooling & heating maintenance. The cooling  maintenance was performed on 05/06/2022. A one-time maintenance is $175.00, therefore, the  customer’s refund would have been $50.00, that is why we recommended to have her maintenance  completed for the heating system. Customer scheduled the maintenance for her heating system. 
  We (Central Penn Plumbing Service, Inc.) stand behind our work, and we perform and bill our customers fairly and resolve any issues, concerns or questions that arise in a timely, professional  manner. 
  It is disappointing that ***. **** did not reach out to us directly for resolution. We will go ahead and  honor her refund of $112.50 and will remove her from our follow up list for future maintenances. 
  Please review and let us know if you need any further documentation or have any questions. Sincerely, 
  Melissa P 
  Melissa P 
  General Mananger 
  
  

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