Complaints

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had contracted with Gochnauer Air Conditioning and Heating for several years to perform maintenance on several AC / Heat systems that are installed in condos located on Hilton Head Island. These condos are used primarily for short term rental, but we vacation in the them several times a year. Last year, on August 10, we had an issue in one of the units. The AC system stopped cooling, and we had to place an emergency service call for Gochnauer to come out and get it running properly again. The service tech determined that the condensate line was clogged and he cleared it, which fixed the problem. Gochnauer charged me $165.48 for the service call that I paid when the invoice was received. Earlier in 2021, I asked Gochnauer to add two additional filter changes and condensate line cleaning calls to my contract, which they did and I paid for. They were supposed to be performed every 3 months so the systems would operate properly. They did a filter change in February and a spring complete AC maintenance in on 4/27/21. They claimed they did the other filter changes on 8/10 and 8/11 in two of our units. If they would have done a filter change on 8/10 and flushed the line, there would have been no need for me to place an emergency service call and pay the $165.48 for the service call. I paid an extra $99 in my maintenance contracts for the filter changes. I spent over 30 minutes on the phone trying to explain this to them and sent them a detailed email with all of this outlined. All I asked for was a credit for the $99 service charge that I had to pay because the filter change was not performed on time. They also insist they performed all the filter changes as indicated in their invoices. Our properties are rented all the time and the only way to get access is to let the renters know ahead of time, which never happened. This company is arrogant beyond belief and refuses to provide a credit. This is an unacceptable way to treat customers in my humble opinion. bbb

  Business response

  04/26/2022

  Good morning,

   

  We have completed all approved work for Mr. *********s two rental properties.  I have GPS history showing the technician on site on the dates and times given on the invoices.  Unfortunately clogged condensate drains are a very common issue in our environment due to the amount of water produced dealing with our high humidity.  Also the pvc lines that are in the walls of the condos are 30 years old so there can be issue inside them that we cannot see.  The best we can do is brush, flush and shop vac from the outside if the drain is accessible on the outside of the building. 

   

  All the best,

   

  ***** ****                               

  Operations Manager

  Customer response

  04/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  They billed me for two visits on the same day. One was for a "scheduled" maintenance, which I never scheduled. The second was for an emergency call, which I placed and paid for. The scheduled maintenance was prepaid, and I tried to get a credit for it to apply to my renewal, which they denied. I included copies of the invoices. Why would I have to make an emergency call in the afternoon if they would have performed maintenance on my system in the morning??? The answer is, they never performed the maintenance. This company lies and is dishonest, no matter what they claim their GPS info. says

  Regards,

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

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