Was charged twice for labor to replace a part beyond the scope of work requested and to which I verbally voiced objection to.
Scott-Lee installed a new furnace in my house in August 2013. I had been hearing noises from the furnace since moving in November 2013 so I called them in February 2015 to troubleshoot the furnace. They charged me an $85 service charge. I was told parts were covered under the 10-year warranty. The technician (****) told me the furnace heat exchanger had a problem, but it was too much trouble to fix. Then he told me that my humidifier had a bad solenoid valve, which was odd since I had just observed it working properly earlier in the year. He spent what I considered to be an inordinate amount of time fiddling with the solenoid and then announced that it would need to be replaced (no surprise considering how much he'd been experimenting with it). However, he said he did not have the part with him and that it would need to be ordered and installed at a later date. He did not tell me until he was leaving and having me sign paperwork that the part was NOT under warranty. I told him I would have them replace it ONLY if they would not charge additional labor because it was not my problem that he did not have the part with him. He assured me I would not have to pay any additional labor. The second tech ( ****) came in a few days and installed a new solenoid. I questioned him about the cost of the new part, which seemed excessive because I was charged $176 and I could buy one just like it for $25-$36. He showed me a price book which showed that the INSTALLED price of the valve - including labor - was $176. So despite being told I was not paying twice for labor, I was charged for two separate service calls plus an excessive amount for a part that actually turned out to be DIFFERENT that the original Lennox part. They used an AprilAire valve instead. The new valve is quite noisy and allows entirely too much water to flow, wasting water. Besides, I did not even ask that they LOOK at my humidifier, my concern was with THE FURNACE, which the original tech acknowledged was defective but did not repair. I paid $261 total for a repair I did not want or request and could have easily done myself for about $30 and done a much better job. The second tech, ****, also installed longer screws than stock, so now if I want to replace the media in my humidifier, I have to remove screws which will surely strip after 2-3 filter changes. I will NEVER use these people again, EVER.
Service Call # XXXXXX & XXXXXX
Contact Name and Title: *** Service Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ****@scottleeheating.com
Dear Mr. *******,
I apologize that you feel cheated by our company, my first question is where do you feel you were charged twice by our company? The first technician that came out charged you an $85.00 trip and diagnostic fee, than when it was determined that your solenoid valve needed to be replaced he charged you $176.00 which is the flat rate for that repair. Our second technician **** that came out and installed the part **** did not have on his vehicle, charged you nothing. In regards to the Aprilaire valve being installed of a Lennox valve, that is because they no longer manufacture the part the replacement is made by Aprilaire.
In response to looking at the humidifier it is our companies policy to make sure all accessories are working properly before leaving a service or maintenance visit so there is less of a chance for failure down the road.
In response to not repairing the problem, we were called out for, we would be happy to send a different technician out to see if there is anything that was missed and can be resolved.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that the initial trip fee would cover labor to replace the valve. However, I was charged $85 PLUS $176, which is for parts and labor to install the valve. In other words, I paid for double labor instead of one labor charge plus parts. I should have only been charged for the PART COST, not the FLAT RATE for part and labor since I already paid you the $85 labor charge for the initial visit. It isn't my problem that the part was not on the first truck.