Inept Repair Service / Overcharging / Poor Customer Service
I called *****'s main number on Thursday morning and was told that a technician would be at our house that afternoon. Around 2pm, my wife received a call from the technician and was told that he would be late as he was on another service call. The technician proceeded to tell my wife that he could be there at 8pm that night but that "he didn't really want to do that". My wife allowed him to reschedule He then rescheduled for Friday at 3pm. When he arrived on Friday, he reviewed the situation and explained to my wife what the costs were going to be. My wife felt as though he was attempting to overcharge so she called me at my office and I talked to the technician. I agreed to have him clean the coils, add coolant, clean the drainage lines for $633.00.
The technician advised that there might be a leak in the unit and that it would cost an additional $233.00 to add the stop leak. I refused this as I felt that for all the work that had been completed for $633.00 that adding an additional $233.00 for the additional service would have been too much. A week passed **** during the week, temperatures in the area dipped slightly so the unit did not have to work as hard to cool the upstairs. On Thursday, June 12, my wife noticed that the upstairs unit was struggling again. I went outside to check and make sure the unit was blowing. It was, but the lines were frozen. I immediately turned the unit off and looked down inside the unit. I noticed that the unit appeared to be very dirty and did not look as though it has been cleaned at all. I then turned the downstairs unit off and looked inside. It looked very clean. I then determined that the technician more than likely serviced the wrong unit. I then called ***** to report the issue and received a call back from the on-call technician. This person was very nice but stated that there would be a charge if he had to come out to our house to take a look at it. I explained to him that I didn't feel as though we should be charged anything because it appears that the previous technician made a mistake. I then asked him to have the service manager call me first
thing in the morning, to which he obliged. Approximately 2 minutes later, I received another call from the technician that had previously been to my home the first time. The technician proceeded to argue with me over what services he had provided. He would not let me speak and continued talking over me when I attempted to explain my point of view. He then accused me of attempting to obtain "free service". He stated that, because I had refused the stop leak service, the unit was not working again and I was trying to get additional free services because it was broken. I tried to explain to him that this was not the case and that I was sure that he had serviced the wrong unit.
Needless to say, the technician continued to argue with me and talk over me until I became very angry and disconnected the call. I am now waiting on either a manager or the owner to call me to correct the situation. In the meantime, I am consulting another HVAC company who have agreed to come out and review the situation. Unless ***** can make this right, we will never again use their services and will never recommend that anyone ever use their services. I expect for services to be provided on the correct unit (we simply want what we paid for) and I expect a formal apology from the technician that provided the original inept service and who called and spoke to me over the phone so poorly.
Horne can either contact me to correct the situation and service the correct unit, or they can refund the $633.00 that we paid minus the amount of the service call. I will agree to at least cover that given that I made the initial call to them for service.
Mr. ******'s first and only call to ***** was on June 5th, 2014. An Angie's List Customer.
********* took the initial service request and determined that Mr. ****** has two systems.
Mr. ****** clearly stated that the upstairs unit was "not cooling enough" and agreed to the charge of $90 to respond.
Due to capacity, Mr. ****** was put on the schedule as a work in, and we didn't actually get to the home until 6/6/14.
***** was the responding technician. ****** noted upon arrival that the unit was low on refrigerant and that the filter was stopped up.
The head pressures where very high due to lack of maintenance - this was the most probable reason for the initial failure.
Ms. ****** was home, Mr. ****** was not. ****** spoke to Ms. ****** who called the husband, and Mr. ****** (via phone call) opted not to do a leak test to find the leak.
He also rejected the option of adding a leak stop to the system. Customer did agree to have the coil cleaned as our technician told him that we could not add refrigerant without at least cleaning the outdoor coil to get the pressures down.
Mr. ****** agreed and also approved to clean the condensate drain lines to see where the water was coming from.
Tech found the overflow safety switch in the attic had been bumped and was not cutting off.
For no additional charge,****** fixed the overflow safety switch. Mr. ****** also received a discount of $30 for being an Angie's List customer.
On June 12th, 2014, Mr. ****** called back into the office afterhours and the on call technician returned his call.
When the on call technician explained that he would have to pay for the visit Mr. ****** refused.
As per protocol, he contacted************, the Field Service Supervisor.
Mr.******, who was the initial service technician, refuted Mr. ******* claim that he had worked on the wrong unit.
Mr. ****** tried to force the issue then hung up on our technician when he refused to go out without a credit card.
The Service Supervisor then contacted *********, the Service Manager, who called Mr. ******.
Mr.****** started by stating that****** had fixed the wrong unit.
That the original call had been to respond to the DOWNSTAIRS unit and not the UPSTAIRS.
Dean reviewed the dispatch notes and the recorded call from Mr. ****** originally on the 5th.
Mr. ****** very clearly had stated the UPSTAIRS unit. Mr. **** offered to let Mr. ****** hear himself on the recording and Mr. ****** didn't want that.
Mr. ****** then tried to state that he meant the upstairs and that we had actually worked on the downstairs unit.
Dean explained that this was impossible.
If that much refrigerant (over 5 lbs.) had been added to a working system, that system would have immediately failed.
Mr.****** had recorded the pressure gauge readings and that it was clear that we had worked on the right unit.
Mr. ****** then switched tactics. He stated that he knew we worked on the wrong unit because the downstairs unit was clean and had no leaves in it.
Dean explained that cleaning the coils was not an aesthetics issue, that it was about increasing the heat transfer and this had nothing to do with how clean a unit looked.
The Service Manager then offered to return to the home and add refrigerant and find and repair the leak, without charging for a second $90 trip out.
Mr. ****** refused this stating that if we didn't come out for free that he would give a negative review on Angie's List and file a report with the Better Business Bureau.
We explained that we at ***** will not be pressured by threats to give free services - especially to a customer who had already used, in our opinion, deception to intentionally mislead us.
We stand behind the services provided and the history of this call. However, in an effort to satisfy the request, ***** Heating and Air Conditioning will offer a return visit to the location during normal business hours to confirm our services were indeed performed on the correct unit and also perform a leak search for $233.00.
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue #1): The Service Manager never offered to have someone come out a second time without charging a $90.00 service charge.
Issue #2): The after hours technician contacted me and after I explained what I thought had happened, he notified the previous technician,************, who then called me approximately 2 minutes later. I attempted to explain what I thought might be the problem to******, who then proceeded to continue to argue with me to the point I was unable to speak. I finally told****** that I was the customer, and that I didn't appreciate him not allowing me to speak with him talking over me. ****** continued to antagonize me verbally during the call when I finally had no other recourse to disconnect.
Issue#3: I talked to the Service Manager the day following the conversation that I had with******. I explained what had happened and, frankly, the service manager acted as though he could care less. He read all the notes back to me that****** had kept during the service call at my home which didn't help matters at all. I then explained again to him what I thought the problem might be. Without even offering to have someone come out to double check the work that had previously done, the Service Manager essentially told me that they were not going to do anything about it. My only response at that time was to advise that I would take the matter up with Angie's List and with the Better Business Bureau. At that point, I had no other choice.
I completely refute the claim in this response that I would intentionally attempt to "deceive" this company. I would have nothing to gain from doing so. For ***** to state something like this in response to a customer service issue is, frankly, an embarrassment for them.....essentially the "grasping at straws" response. In fact, I had another company come out to our home to review the work that ***** had completed to ensure that I hadn't been deceived. The company's name is****** ***** Heating and Air. First off, they were very professional from the very beginning. They only charged me $75.00 vs the $90 charged by *****. They performed a leak search of the unit to which no leak was found. In fact, they advised me that the reason that the unit failed the second time was more than likely because ***** had put too much coolant into the unit. They had essentially overfilled it. After the released some of the pressure that the coolant was placing on the unit, the unit has worked perfectly since. ****** ***** Heating and Air advised me that if ***** felt as though there was a leak, they should not have put so much coolant into the unit. They, in fact, should have put only a couple of pounds at most just in case there was a leak so that if the coolant did leak out, we wouldn't be paying for something that was going to have to be done over again.
However, despite all of this mess that ***** has cause myself and my family,****** ***** Heating and Air advised that it did look like that the coils were cleaned on the correct unit. This was my concern to begin with and all I wanted from this was, frankly, some good customer service given the fact we had just spent an enormous amount of money for services from *****.
Now that the unit appears to be working properly thanks to the good folks over at****** ***** Heating and Air, I have nothing further that needs to be taken care of at this time.
A simply apology for the "inconvenience" would be nice, but I certainly would not expect something like this that would require actual customer service from *****. My review stands with Angie's List as an F, and my negative complaint will remain with the BBB unless ***** can make this right in the end.
Final Business Response
***** Heating and Air Conditioning is sorry to read the consumer is not satisfied with the offer and that our services provided did not meet his expectations. Furthermore our company is pleased to have confirmation the correct unit was indeed serviced as originally indicated by our first response.
We stand behind the customer service provided as well as our plan to revisit the location and verify a leak; and hope to hear from the consumer so we may schedule that appointment.
If that is not acceptable we wish this consumer the best of luck and hope to have a future opportunity to be of service.