Air Conditioning Contractors
Swan Electric Plumbing Heating and Air
Complaints
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Complaint Details
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Initial Complaint
01/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My husband called **** to repair a leak alongside our driveway on Jan. 10. **** dug a hole in our yard and invoiced us $1,859.00 without (1) explaining the nature of the charges; (2) providing so much as an estimate as to how much its services would cost prior to providing them; or (3) obtaining my husband's approval of the cost prior to performing services. The invoice we received after they left our property does not indicate what services were actually provided, what was installed/removed, or who provided those services or installed/removed parts or other items. We did not consent to the amount charged before they provided the service, and we have no way of verifying the cost which, on its face, is unjustifiable and inarguably fraudulent. Though I think the $200 service fee is absurd, I'm not taking issue with that here. I'm disputing the legitimacy of the services or goods provided by **** and the accuracy of their invoicing for the leak repair. I demand a full accounting and a refund for--at a minimum--all amounts charged for unnecessary goods/services or amounts charged in excess of the usual, customary, and reasonable amounts associated with whatever goods/services were provided.
Business response
01/31/2024
*****************************, spouse of *********************, called our office at 4:50pm on January 10th, ****. Per recorded conversation, ****************** stated that there was a leak on the side of their driveway. At 2 different times within the first minute of this call, ****************** was advised of the $200 emergency fee in which he understood and agreed to the emergency fee. The technician arrived at 5:20pm, diagnosed the problem. At 5:25pm presented an estimate for repairs to ******************. ****************** signed the estimate (signed estimate attached). At 6:05pm the work was completed by **************. The invoice for the work completed was presented to ******************; ****************** signed the invoice prior to collecting payment (signed invoice attached). Estimate and invoice explain work to be done and work that was completed.
I have attached screenshots from our system with date and time stamps for this appointment.
Recorded conversations are available upon request.Initial Complaint
10/27/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We were told we had a gas leak by Atmos Energy. We contacted Swan because our plumber could not get us in for 7 days. We were told by Atmos the leak was most likely the riser coming into the house, we shared that information with Jeremy from Swan. He did a pressure test and found no gas leaks in any of out gas run appliances. There was a leak in a coupling going to the heater. He presented us with a quote for $21,744.56 which included replacing all the drops leading to the appliances even though they were not leaking. We decided to wait for our regular plumber who found the leak in the riser ( like we told Jeremy ) and replaced the coupling going to the heater for $1,561.95 Swan tried to steal from us, this company tried to take advantage of us and I just want it on record. I tried for two days to get in touch with them, they never returned my call.Business response
12/30/2022
Business Response /* (1000, 5, 2022/11/01) */ To whom it may concern, SWAN made contact with the customer after looking into the job and determined that, unfortunately, our tech did not make a proper diagnosis. We train our technicians to provide various solutions, whether to repair or replace, to find something suitable for our customers' budgets. Customers have always been presented with pictures of the pipe conditions that show why replacement is probably the best option, but that was not the case this time. SWAN did refund the $304.00 for the gas leak search and dispatch fee, and the refund was processed on 10/27/2022. We are disappointed that this customer had a less-than-stellar experience with SWAN and have implemented new processes to ensure this incident is not repeated. Consumer Response /* (2000, 7, 2022/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was happy with the response and resolution
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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