BBB Accredited Business since 02/23/2015
McCarroll Company, Inc.
Phone: (615) 824-4844Fax: (615) 824-4822
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Customer Reviews Summary
|Dec. 31, 2015|| On 12/28/15, we contacted McCarroll Heating & Air to report an ongoing issue with our HVAC. Upon contact, employee Daryl stated the unit was under warranty until 2021, & an appointment was scheduled. On 12/29/15, employee Robert arrived, determining the evaporator coil needed replaced. After, employee Daryl contacted us & explained repair cost would be $1,698. Daryl stated the price was higher because the unit actually was not under warranty, & that approximately $600 of the price came from the coil. After discussion, Daryl eventually found that the warranty was valid until 2021, giving a second price of $1,250.
We requested a pricing list for the work, & Daryl stated the following: labor - $495 (3/hr work), vacuum/reverse vacuum - $75, service trip - $80, & 10lb of freon - $610. This total comes out to $1,260 ($10 difference). When I explained the pricing simply did not make sense because if the previously stated part was approximately $600 prior to warranty, then the total should be approximately $1,000 after warranty. Additionally, I explained that I didn't understand how freon could be $600 when it was topped off previously & did not cost $600. Daryl stated someone made a mistake & did not charge properly.
Eventually, Daryl stated he priced the freon incorrectly, & that it was actually $240 instead of $610. Simple math brings the price to $890. However, somehow, the third quoted price came to $1,033. As such, we requested yet another pricing list. It was at this point that Daryl stated, "Honestly, I'm trying to give you a fair deal, I don't know how he's getting these numbers. I'm just telling you what they've given me."
I then requested the owner, Mike *********. I explained the issue & requested a price list for the third total of $1,033. Mike stated the labor was $495, & I asked, "Next?" Mike then stated, "Jesse, it doesn't matter, our price to do this is $1,033, & that's the lowest we can do it. It doesn't matter what's what, okay? [...] We don't break service prices down." I then explained Daryl previously did, twice. Mike responded, "Well, then you know." I explained that the prices did not add up, and thus I was requesting his assistance in the prices. He then asked me to hold.
Upon return, he provided the totals as: $298 - drier, vacuation, charging the unit, & "so forth," $240 - freon, & $495 - labor; a total of $1,033. When I asked again what the prices were for, he stated it was for drying, vacuation, & labor. He then ended his explanation, stating, "Now Jesse, you've taken enough of our time." It was at this point that I explained we were on the phone nearly an hour with Daryl & quoted multiple prices. He then stated, "To put in a coil will cost you $1,033, what more do you need to know?" I explained I would be contacting the B.B.B. & that it was clear what was occurring. He stated, "Jesse, contact the BBB, I'm a member, I will respond."
I again attempted to explain our frustration, & he stated that Daryl was new. I explained I understood that, but that I expected him, the owner, to explain the prices, & instead we were basically told to deal with it. He responded, "What do you want me to do?" & in response I stated I wanted him to be a good business owner. He then retorted back, "I've been in business 37 years, how long have you been in business?" When I explained that I felt he was taking advantage of us, he asked how. As I began to explain, he stated, "No, I don't want you to go through the whole thing. I've already heard it." I told him once more that I would be contacting the BBB, & he stated, "I'm not afraid of the BBB at all."
In conclusion, if the original quote had been $1,033, or if Mike would've explained the obvious & still unclear pricing discrepancies, this situation would be completely different. Instead, I observed & experienced extremely questionable business & customer service practices. To be clear, Daryl, in my opinion, was not the problem. He was a new employee and mistakes are made. The core of the problem, in my opinion, was Mike ********* (owner), who was unwilling to understand why there was an issue. The total price absolutely should have been $890, as simple math dictates. However, we would have been willing to pay the price of $1,033 had **** simply been willing to explain how they were getting the numbers instead of leaving the impression that they were pulling numbers out of thin air. It's additionally scary to think that we could've potentially paid the original price of $1,698 had we not debated the point. I don't expect companies to be flawless, but I expect to be listened to, my questions answered, and my concerns addressed. Unfortunately, that simply did not happen. I would recommend that this company be avoided based on my experience. Call Time: 1 hr. / 9 mins. |
This customer had a NEGATIVE experience with this business.
This customer WOULD NOT recommend the business to a friend, family member, neighbor or colleague.
Customer(s) will Recommend this Business