Complaint Failure to notify of appointment update, keep appointments, and cancellation of appointments after a tech was on the way. I hired Blanton's heating & air on 5-8-14. I was told a tech would be at my house to help with a non-cooling Goodman machine. I informed them that there was a baby in the house and they said they would be accommodating. I made 5 phone calls ( because no one would show up when I was told) The tech showed up 13 hours after my initial phone call. They then tried to charge me after hours rates. I was told I needed a defrost control board and possibly freeon but they needed to reevaluate after the board was installed. I was quoted 400-600 for the board. Upon research, I had a BRAND new board paid for and expressed shipped to my house for under $35 dollars. This is my first complaint. OVER CHARGING.
My unit worked now, but the freeon was still an issue. I called again and was promised a Thursday 5/15/14 appointment to charge the freeon. I was given a window of 1-5pm with a guarantee someone would be out. Five o'clock came and again, no technician. I called yet again and again promised someone would be out. The tech finally called (5:12) and said he was on his way.
Exactly 10 minutes later, a representative from Blanton's called me and said they were cancelling my appointment and pulling their tech back. This business is HORRIBLE at scheduling, keeping their customers updated of delays, and pricing.
After waiting DAYS I now have to call another company because they stated they will not service my unit for over a week.
They use a call service that is failing. Their customer service is failing. This company is gouging their customers. 400-600 dollars for a part that cost $25 is ridiculous.
I have tried calling to talk to a manager but only get call centers with different people who have no authority.
Desired Settlement I would request a call from the owner so we can discuss the failures in his business and now they can be fixed. I would like a formal apology for the time I have wasted waiting for their service men to show up. I have wasted time, energy, and money with this company and have nothing to show for it.
Business Response Contact Name and Title: ******* ******* Contact Phone: XXX-XXX-XXXX Contact Email: ****@blantonsair.com I really appreciate Mrs. ********* taking the time to let us know about our shortcomings. We will use the information here to improve our customer service. I have left a message for the customer to call me directly to discuss the issue. I didn't see where we had quoted the customer a price for the defrost control board so I am not sure if someone had given her a verbal ballpark of $400-$600? We do have defrost control boards that cost that much but it wouldn't have been for her system. It looks like we failed to give the customer a written estimate for repairs. Our technicians invoice states the customer is going to acquire the part themselves but there isn't a formal quote. We do not have any parts that cost $25 that we sell for $400-$600.
I am extremely concerned about the scheduling conflicts, customer service is something that we absolutely pride ourselves on, however we failed to provide Mrs. ********* with the type of service our customers have grown accustomed too. In order to correct the problem I would like to speak with Mrs. ********* to gather more details about what happened.
We have a 100% satisfaction guarantee. For good reason Mrs. ********* wasn't satisfied with our service so we are refunding her payment of $69.00
Consumer Response I had a long talk with the owner and feel my concerns were listened to. That is what I asked of this claim and now feel it is resolved.
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