ComplaintsforGreen Valley Cooling & Heating, Inc

• Initial Complaint

  05/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired Green Valley heating and air to do a "tune-up" on my home's air-conditioning. They sent over a trainee, in his 1st week, and when he left it would barely cool at all. Before it would almost instantly get very, very cold. He also charged me several hundred dollars for a "new capacitor", when the old one was working fine. He NEVER explained why this was needed, it was obviously just a bogus scam to suck money out of my wallet, Even though in years past I had paid these people to have a surge protector attached to the A/C unit (after the original unit failed from a voltage spike), the tech noted on his work order there was no surge protector. I called in since the system no longer cooled but the tech they sent out just tried to say it must be our fault. For example the 1st tech did NOT even check our air filters, and so of course did not change them. The second tech said that lapse was OUR fault. When I take my car in for a tune up they always change the filters. This bunch ignored that, well the 1st tech did, though how can you really tune up a system without replacing clogged filters? Moreover the second tech found out they had NEVER attached a surge protector to the A/C unit though I paid for it. The second tech did NOTHING to repair the damage the 1st tech caused, so now after their "tuneup" we have practically no A/C, when it was working fine before their "tuneup". They have damaged my property and charged me falsely ( surge protector paid for but not installed to A/C, bogus "repairs") and have made no effort to correct these matters. I want my A/C fixed and a surge protector attached to the A/C, like I already paid for. Also unless it can be proven there was some actual need to replace this capacitor, since the A/C worked fine BEFORE their tuneup, not AFTER their "tuneup", I want to be reimbursed for the un-needed charge to replace it.

  

  Business response

  05/20/2022

  Dear Mr. *****,

  
  We are always here for our customers and have been doing so for over 54 years. We appreciate your time and efforts leaving us a review about your experience, as it helps us improve. However, we were not made aware of your displeasure in our company and after I reviewed our phone records, I discovered we were given no indication of a problem. In the future, please contact us if you are unhappy and give us an opportunity to correct it, prior to leaving a complaint with the Better Business Bureau.

  
  After receiving your complaint, Terry Pignato, General Manager contacted you to discuss your displeasure. Stated in your complaint, we did not install a surge protector to your unit. You are correct. We installed a whole home surge protector to your main panel box, where your breakers are located. This recommendation was made to protect all motors, lights, outlets, and any hard-wired items you have within your home, not just protecting your HVAC system. During Terry’s visit on 5/16, he confirmed this installation, as he walked you to that area, so you would understand the location. Prior to Terry’s visit, Luis shared on the workorder which was emailed to you on 5/7, the location of the surge protector by the breaker box.

  
  Another complaint you made was we ‘sent a technician one-week on the job to charge you several hundred dollars for a new capacitor, when the new one was working fine.’ Grand was your technician, and he has been a team member for over one-year. He, as all new team members do, attend a two-week in-house technical training program, as well as a followship their first few months during onboarding, partnered with regular technical trainings each month to ensure our technicians are the very best in terms of diagnosing and repairing. Additionally, based on the readings of your system, which were documented in the workorder, the recommendation was made to replace the dual run capacitor as it was found to be very low (80/5 reading 29.4/2.8). Grand informed you of this reading and with your approval, he replaced the capacitor.

  
  Lastly, within your complaint was an issue with your filter. I have reviewed the workorder from Grand and I see that he made no mention of your filter or the condition it was in. He should have checked your filter and he should have communicated that with you. Based on your recent feedback, we have updated our written process for tune-ups to ensure that each tune-up, we are communicating with the homeowner the condition of their filter. I assumed this was being done and now that I understand it was not, it is no longer an assumption, but a required part of the tune-up process. I apologize for this miscommunication and appreciate this feedback as it has been valuable information for us to improve. After reviewing Luis’s workorder on 5/7, I see a filter was replaced.

  
  It is my understanding that after Terry’s visit to your home, you are happy with our service and there are no other issues. In the event I am incorrect, please contact me to discuss further, (520) 625-1234. Our records indicate that we have serviced your home for over a decade. We look forward to continuing to serve you and we thank you for your business.  
  
  Joanna Buglewicz
  President & Owner

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