ComplaintsforMorehart Air Conditioning and Heating

• Initial Complaint

  05/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I voiced a concern with Morehart Air *********************************************** on April 14th. The concern was in reference to a ************************ visit performed on April 13th. I expressed my concern about all required maintenance activities not being performed as advertised on their website. Specifically the technician did not go into my attic to check the cleanliness of the evaporator coil or inspect condensate drain lines for leaks. I did not alert the technician at the time of the visit of my concerns.After talking to Mayley ****** at the Morehart *************** the final outcome via documented voicemail was a refund of $65. On April 23rd I received an email from Mayley ****** stating the check would be mailed Monday April 26th.As of May 19 I still have not received my check. I contacted Mayley on May 17. She said it was mailed out. She said she would check on the check and call me back which did not happen.I am looking for help to resolve this issue.

  

  Business response

  05/20/2021

  We actually did a thorough service for this person and our tech even went above and beyond. He had been on our website and looked word for word on what was listed on a typical service. He found one mistake on our website for inspecting the evap coil, that he called us to complained about, which is a service not performed on a summer maintenance check but on a winter one.  We offered to come back out and give him the evap coil inspection service for free and he was not satisfied with that or any other solution we came up with.  He then threatened a bad review to coerce a refund from us.  We agreed to give him a $65 dollar refund and would decline any further business from him.  We sent the check on April 26th and apparently it was lost in the mail, as he contacted us a couple of days ago.  He didn't even wait 3 days to file this complaint after notifying us that he hadn't received the check.  He left a message for Mayley but she has been busy with meetings outside the office this week and didn't receive her messages until late yesterday. She hadn't gotten a chance to even discuss it with me before we received this complaint. I will have to check my bank statements and accounting to confirm the check hasn't cleared.  Then if it hasn't, I will have to put a stop payment on the check and issue a new one.  It is an absolutely unreasonable expectation for this individual to demand this to be done in a day.   We as a company have done everything in our power, including being coerced into a refund that we didn't have to give. This complaint is absolutely baseless and should be rejected and not show on our record.

  Customer response

  05/20/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************************
  
  The final resolution is fine, a $65 refund.  If you read their AC PM Service Checklist they document that the evaporator had no leaks yet it was not inspected.  They also document duct cleanliness as acceptable and it was not viewed and they document drain lines clear based upon an outside visual inspection which is inadequate to justify that conclusion.  How can you PM an AC System without going into the attic to look at drains, ducting, performing a freon leak test check, etc.  You always inspect what you expect.  They told me no attic visits in summer because its too hot.   Not a good business decision for an AC company, in my opinion nor is it good for the customer.  If they feel they met the owners expectations on a *************** just keep the money.  This was about responsible business practices,  not money.

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