Complaint Estimate called for at least 2 hours of work for complexity that turned out to be very simple. Also charged for half hour travel time due to snow. When the estimate was requested, my knowledge suggested that it would be simple. Contractor suggested that it would be much more complicated and it would take at least two hours. Given this certainty, I agreed to $300 for service in the house. When the work was done, it was as simple as I had expected and from the time of arrival to completion of all paperwork, the work took less than 40 minutes. The tech then stated that the snow made it longer for him to make the house visit so added 1/2 travel time for the work. The estimate was an estimate and when the work turned out to be so simple, ** **************** to charge such a large amount when the customer had to rely on the contractor for the estimate. Also to charge half an hour travel seems to be a means to cover the issue of simple and short work. The fact that it was snowing was not the customer's fault and to charge for time it takes to get to a customer's house has never been encountered by any other contractors visiting houses. Furthermore, the contractor is located less than 5 km from the customer. In short, the contractor over estimated the complexity and duration of work and insisted on charging for cost of over estimate.
Desired Settlement I do not feel that the contractor delivered a service to account for the cost and to be charged for travel time is unwarranted. I would be willing to settle for $200 fee rather than $300 charged with a $100 refund.
Business Response We received a call from this customer on January 7, 2015 requesting a price to install a ******* **************** he had purchase on ******* We quoted him a fixed price of $ 300.00 +hst over the phone. He agreed to the price and asked when we could have the control installed.
The quoted price was not based on a hourly rate. having seen the customer's furnace or the control he had purchased, we had no way of knowing how long it would take our service technician to complete the work.
The customer does not have to worry about the half hour charged on the work order for travel as he had a quoted fixed price for the completed job. If the work had taken our technician longer to complete would he be willing to pay more?
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The quote was based on the "expert" opinion of the contractor. The logic of the contractor would suggest that they would always assume the worst scenario. Since their assumption was far off based on phone call at which I felt strongly that it was a simple procedure but was convinced that it was much more compllicated, the contractor was wrong. Also, the fact that additional half hour was added to the "work" done proves that the contractor tried to justify the charge by making it look longer than it was. Since there was no option for a site visit prior to quote, I had no option but to accept the "expert" opinion of the contractor. The only reason the quote was accepted was because of the fact that the contractor was contacted *********************** and thus my assurance that the quote would be reasonable. I am extremely disappointed at their business practice.
To be very clear, the contractor was advised that the furnace, air conditioner and the humidifier was installed at the same time of the same make. However, when the whole HVAC system was changed, the thermostat was not changed. The request made to the contractor was to install the proprietary thermostate that was not initially purchased. I had the thermostat and the necessary connector and all that was required was to be connected. While I knew what needed to be done, I was not fully sure so I was willing to pay for the comfort of it being done right. The contractor was confident that it was not that simple and would require at least two hours. ********************** ******************************************** I deferred to their expertise. A big mistake as previously noted, the whole process took less than 40 minutes from arrival to house and completion of paperwork. The work was rounded to one hour and another half an hour tacked on for "travel" time due to snow. Unacceptable.
Final Business Response Customer satisfaction is our #1 concern. In order to satisfy this customer, we will credit $100.00 for the install even though he agreed to the price over the phone and signed the work order. A credit will be issued on customer credit card.
Complaint We were told by HVAC technician that work was done on furnace and it was in good working order, when it was not. We were told by an HVAC tech from another company that the control board in our furnace needed to be replaced because it was not sending a signal to the circulation fan to turn on when the A/C setting was on, so he re wired the system to by pass the control board directly to the fan so we could have A/C as it was summertime. We discovered that *********** would replace the board for a cheaper price, so we contacted him to do the work in September. Upon inspection by the technician, he concluded that the previous technician was wrong, and that the board did not need to be replaced, and re wired it so the circulation fan would work on the "heat" setting. We paid $214 for this. Recently we went to turn on the A/C, and discovered that the circulation fan will not turn on despite the A/C working properly. The previous tech was correct, the tech from *********** essentially undid the work done by him, and charged us $214 for a false diagnosis.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Ottawa, ONServing Eastern and NorthernOntario and the Outaouais. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Rick Menard Heating & Cooling Ltd. is in this range.
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