This company should be avoided due to practices involving labor and repair costs.
Quality Heating and Air attempts to overcharge customers. If they identify a repair, they will order the part and either intentionally or unintentionally delay delivery to attempt to install a loaner part. This will cost from $130 to $160 and then they will charge for installation of actual replacement part of anywhere from $165 up. I spent over a week with no air conditioning in my office with temperatures approaching 90 degrees because I was unwilling to pay double-labor because they were "unable" to get the part.
Refund labor charges for installation of part $165 to partially compensate for lost wages due to high temperature in my office.
Business' Initial Response
To whom it may concern
Mr. ****** called our company because his A/C system had stopped working. Our company responded to his call promptly as usual. We found a part that had gone bad and immediately ordered through the manufacturer. The manufacturer is ***** supply on Salem Hwy here in Murfreesboro TN. If anyone reading this would care to call them, the person you need to talk to is***** (XXX-XXXX). He will vouch for the fact that it was not our fault the part was delayed. It was never the fact that we were "unable" to get the part. IT was delayed on their end. How are we supposed to prevent that? Secondly, Mr. ****** was asked if he wanted a loaner motor to get him going while we waited for the part. First let me clarify what a "loaner" motor is. This is a brand new motor that we would buy just to temporarily get this customer going. Mr. ****** claims that we "double dipped" as far as labor is concerned? How can you double dip when you are doing the job twice? It seems to me that the only one who wanted to "double dip" was Mr. ******. He wanted us to put the loaner motor in for free. We cant tell our employees that they have to work for free? Bottom line is, we have taken very good care of Mr. ****** (I will provide the service records to back what I am saying). As far as refunding the money, which might I add, it way less than most companies would have charged, I feel like that would be extremely unfair of a customer who got what they paid for. This customer was given the option to do something different and chose not to. We as a company are dedicated to doing the right thing, but on the same token cannot allow a customer who has "always" had a complaint when he called in, (even when the problem was inflicted on his A/C system by himself) to mistreat us.
Mr. ****** sent me a letter stating that he wanted his warranty info and service record sent to him, because he would no longer be using us. This was sent to him on the next business day per his request. Never once, even when I personally called him, did he say anything about refund of his money.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The proposed resolution is not acceptable.
Each response from QHA brings up more questions and these remain irrelevant to the original issue.
QHA states that "as far as the warranty is concerned, had we put any old motor in this system, we could not have claimed warranty on the part" and then goes on to explain the loaner part is "close to what he has (keep in mind there is 'no one size fits all.'"
I am certainly no expert in the HVAC world, but in any other industry, just doing this would have voided the warranty.
The facts are that QHA would have charged labor for the installation of the loaner part and then labor again for the installation of the replacement part. Since this repair took an unacceptably long time to resolve (either due to issues with delivery or purposely to collect additional labor), I ask that QHA refund the labor charges. This is the only acceptable resolution at this time.
Business' Final Response
Seems to me, Mr. ****** is not understanding what has taken place with the motor that he needed and the "loaner motor" that we offered at the time of service. I will start with the motor that Mr. ****** needed. For starters, this motor was still under factory warranty. Secondly it is specific to his a/c system. You cannot just pull the type of motor that he has out and replace it with just any over the counter motor. As far as the warranty is concerned, had we have put any old motor in this system, we could not have claimed warranty on the part. We would have also had to charge Mr. ****** the normal price for a motor and labor. The price he paid for was just labor, since the part was covered under warranty. Let me explain warranty so that there is no confusion on how this works as well. When a warranty part is found bad, we have to call the manufacturer who makes or sales this unit and order through them. We (Quality) pays for the part up front. Once the part comes in, we go to customers home and install the part. We then have to file paper work for the part and then return it to the vendor. They, at that point, issue us a credit. Now lets talk about this loaner that has apparently caused the problems. To start, I will say this, the ONLY reason we offered this customer, or any customer for that matter, a "loaner" part, is solely so that they do not have to go without. Now here is how we obtain and install something like this. We have to first purchase a motor (this is what we are calling the loaner). Meaning, we have to drive to a vendor, locate a motor that is close to what he has(keep in mind there is no "one size fits all), PURCHASE the motor (roughly $55-$70), drive back to customers home and install the motor (this will take about 1.5 hours total, for drive time and installation). Then when the motor that the customer needed in the beginning comes in, we have to do the same process all over again. Keep in mind that when we take the "loaner motor" out, it is now a USED motor, and we cannot sale this motor to another customer. Oh I know that there are some companies out here that would, but we are not one of those. The money that this customer would have spent on the loaner motor, would have in no way be profitable to us. We simply were trying to do what was best for this customer. Looking back, I regret that we offered it in this case. Normally our customers are grateful of the fact that we would go out of our way, not for a profit, but to ensure their comfort. I will also leave the info for the vendor once again, who will back us up on the fact that the motor he needed was NOT in stock and we could NOT get that part any sooner (***** supply *************). I am shocked and disheartened that Mr. ****** came up with the conclusion that we tried to force his hand into buying a motor twice. That is not our practice and never will be. We will be glad to refund this customers money, if he brings the motor that we installed back.