Heating and Air Conditioning
All Star Heating & Air Conditioning Inc
Complaints
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Complaint Details
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Initial Complaint
03/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I've had **/furnace maintained for years with All Star. Despite maintenance, the older condenser eventually failed which they recommended I replace. I got multiple quotes and eventually went with All Star given I had worked with them for years and their pricing was similar to competitors and I was advised installation would occur within a couple months. I signed a contract which was sent on February 28th, 2022 and one signature was missing on their 8-page contract which was provided on March 10th, 2022. I submitted a 50% deposit in the amount of $7,785.38 on March 10th, 2022 in the form of a mailed check to arrive on or around March 17th, 2022. This check was endorsed and deposited into their account. I followed up on 3.28.22 after I hadn't heard from them to see where we stand with scheduling. They tell me there will be up to a 10 month wait for installation and there's nothing they can do as they only install Trane units, even though I have had them service my non-trane unit for years. I request cancellation and deposit back. They say if I cancel there will be a 10% cancellation fee (this is a $15K project so this is not a trivial fee) citing page 3 of their 8-page contract. Their reasoning for the fee is it is "industry standard," to "cover cost to order, obtain permits, etc" which they haven't even done yet.We are ordering the replacement of our ** unit for the upcoming summer; this is obvious. They never communicated that the ** wouldn't even arrive in time for summer. They also told me the installation would be within a couple months. Now the timeframe they are providing will delay installation of the ** will be delayed until winter and they refuse to return the entirety of the deposit citing costs that they haven't even incurred. Desired resolution: refund entirety of deposit; do not withhold 10%.
Business response
05/11/2022
************************* (our service manager) has spoken to ************. We did pay him back $7,785.38 (100%) with check number ***** on April 19th and it cleared our bank account on April 25th.
If you have any questions, please call me at ************.
Have a good day.
********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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