Business ProfileforSnow Bear Heat & Air

Date-10/27/22 Replace Thermostat $95 service fee $337.50 thermostat. Date- 11/3/22 no heat again came out and got it started again. They show no service call to me but my friend was here when they came out. Date-12/22/22 no heat I called them again, they stated I never called them and have no record of coming out in November. It was -12 in Amarillo that day. I called *** heating and they came right out and replaced the thermostat. $300 labor, Materials$162.67,tax $187.67. States on invoice thermostat not working unit was in defrost mode installed new thermostat. When my sister called them about reimbursement of thermostat they told her labor only guaranteed for 30 days, understandable. I asked for refund on thermostat and she said “I’m not giving you a refund. Today-1/5/23 I called to ask about refund and she said would only refund one thermostat. I drove to company and she said that their policy is if they don’t remove it they won’t refund it. This was never stated to us or is it on any invoice. I had to ask for the invoice, today and was only given the one for October. They have serviced my unit in August 19, 2022 new thermostat $237.50. Then in October and November. They put the unit in back in 2016 and then in 2018 it quit working and they said the air ducts were too small for the unit $250. I am a retired Customer Service Agent for 28 years and I would never have treated Customers as Karen the Manager treated me. Stating that I never made calls or that they had records they came out. I wrote the times out and amounts paid on each visit, but it was stated that they had recordings of phone calls and I didnt. I know phone messages can get erased but that is not the point, I’m just asking for a refund on my purchase that was not repaired correctly. I felt that someone who has been a Customer this many years would matter more than I did. Karen even hung up on my sister when she said we had called them. ***** ********