Given expensive cost to unnecessary repairs.
My A/C quit working so I called Great Lakes on Friday, August 14, 2015. Great Lakes charges $98.00 for a "Trip" call to let me know what is wrong and how much it will cost to fix. Great Lakes tech told me repairs would be around $1,000 and they offer financing. He would have them call me Monday about financing and getting repairs. Not having the money I got second opinion. My A/C was fixed that day for $120. They refused refund unless I provided invoices of what I did pay. I told them I would give them the part, but it was none of their business who I do business with. I have the bad part and it isn't what they diagnosed, they can't claim they diagnosed and I fixed it myself. They diagnosed it wrong, I am assuming to cheat me out of money that I don't have. The owner told me their techs are trained to do a thorough check, and I was there the whole time and visually looking at it is not thorough.
I was requesting my money back, they refused
Contact Name and Title: Mike ****** Jr. President
Contact Phone: XXX-XXX-XXXX
Contact Email: ******@glhvac.com
I did personally speak with Mrs. **********. The tech that was sent to her home is not only fully NATE ********* he is also our Director of Training having been in the field for numerous years and having taught for several of them. We give a 2 year parts and labor warranty on all of our repairs. Mrs. ********** was quoted and agreed to the trip fee of both over the phone and upon the technicians arrival where she signed acknowledging the fee to get a full trained, insured, bonded, certified, technician in a full stocked van to her home. She was told over the phone and upon arrival we would not make any repairs without first receiving authorization. She declined the repairs, wrote us a check for the trip fee and we left. The repairs we suggested consisted of removing the blower motor from the wheel, replacing both the blower motor along with replacing the capacitor with a start assist battery. The capacitor was bad and when a capacitor operates outside of tolerance it does permanent and irreversible damage to the component it is working in conjunction with, in this case the blower motor. This causes the blower motor to draw high amps increasing the electric consumption and shortening the life of the motor. This is why we use start assist batteries instead as they are more reliable and we guarantee them as stated above. In a lot of cases a larger rated capacitor can be put on to "get by" and get the motor going again. In some cases even the same size capacitor will "work" for a while but we would not be willing to guarantee that because we are highly trained and would not knowingly want to do the customer a disservice by getting something going that is not completely up to snuff.
Now, I fully realize that nobody is perfect and we do offer a 100% guarantee on all our pats and labor including service and new equipment install. I know the training and caliber of person our technician is that went up there. I do not know Mrs. ********** nor do I show any records of service done to her 1995 furnace (aged off of serial #). It is more than reasonable to believe my service technician with all of his training and experience. Yet, I would still provide a full refund of her trip fee if we had a paid invoice giving the same address and equipment information. Having been in business since 1967 serving 10's of thousands of customers we have been ripped off before and we do not wish to be ripped off any more than Mrs. ********** does so we do request a simple check and balance showing we were in fact in error. It is not difficult to locate a bad part and that does not tell me she had the unit even repaired at all by anyone. Keep in mind assuming someone did repair it that doesn't mean the motor isn't also outside of manufacturers tolerances and on it's way out and they did not simply put on a larger capacitor. The other reason we require in situations like this for a copy of the repair bill so for that very reason. If it was worked on by someone after us and something goes bad we have on file information showing someone was there after us, what they did, and how it varied from what we recommended. It is just as equally to protect us as it is to make sure we are not being scammed. I am not saying she is trying to scam us, I don't know her from anyone else but I also do not know who did the repair and we are the experts not the homeowner. There are 144 licensed contractors last I checked in St. Joe County and I am sure a lot of them work in Niles. There are some good ones, but there are far more that are not anywhere near the caliber as my techs or the better techs in this industry.
We have a large number of customers and as the owner I still put my home and personal cell phone number on all of my business cards. I am not here to cheat people or I would not do that. It is unfortunate her a/c broke down. It is equally unfortunate she did not choose to have it properly repaired but I understand sometimes we have to do what we can just to get by. After speaking with Mrs. ********** I spoke with my tech and office manager. My tech was aware she did not have the money for the repair so he offered here financing and was also checking to see if he could help her out by giving her Discount Club pricing ($606) even though we did not install, nor have we ever serviced her equipment. His iPad app was not working so he called the office to run her financing at some point in there she decided not to do the repair which is ok and my tech left.
I will gladly refund the trip fee with a copy of the repair invoice showing date, equipment info., repair made, price paid, and address of repair just as I offered when we spoke on the phone.