ComplaintsforJ.D. Vigil's One Hour Heating & Air Conditioning

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/4/2021 I called JD Vigil to get help with my igniter not working (we had no heat but fans etc were working)This was a regular service (not an after hours call). They sent out **** who replaced the iginiter. He was there under an hour, had the part on his truck and it took under 15 minutes to install. When I asked him what the price was he said $475. When I asked why it was so expensive he said it was their least expensive fix and that he had waived the service call or it would have cost me $575. I paid $160 as a first payment. The next day (1/5/21) I called and spoke to ****. I had researched the cost of the part (the technician had left me the box) and found it was under $35 dollar. I told **** that I thought a **** up of over $400 was too high for the service and the time involved and asked if they would consider coming down on the price. I was told they would not consider lowering the cost and that it should have been a $500+ **** up and I had already saved $100. As I was getting ready to get off the phone **** asked me if I had ever owned my own business because if I had I would understand that my cost was covering their overhead, advertising, insurance and staff salaries. I felt he was being condescending and told him that I had indeed run a business and that was why I felt the **** up was too high. I again thanked him for his time; told him I was very unhappy with his decision but I had felt I needed to at least try to resolve this by calling. I strongly feel this is excessive overcharging. They also show a BBB acreditied logo on their site but I could not find them in your database. I usually feel that logo sets a high standard for pricing, quality and customer service. I appreciate any help you may be able to give me.

  

  Business response

  02/11/2022

  The customer called and her furnace was not working. We sent a technician right over to diagnose and repair, to which she agreed to both prices. When the repair was complete, she expressed that she did not have the full amount at that time and asked if we would be willing to set up a payment plan. The technician then called me, we waived the diagnostic fee, which lowered the price, and set up a payment plan that was within her budget, which we do not normally do. After a couple days had passed, she then called me to let me know that she found the part online for approximately $35. I explained to her that we do not purchase our parts online, we purchase them through a local supply house that stands behind them with a guarantee and warranty, so the pricing she saw online is not the same as what we pay. Plus, there's a huge difference between ordering a part online, and calling a company to come make the repairs. We have trained and licensed technicians, as well as trucks, inventory, insurance, etc., etc., to pay. The bottom line, she told me, was that she wasn't going to be happy unless I dropped my price to the amount she demanded AND if I didn't do so, she would just file a complaint with the BBB to put a "stain" on our record. 

  Customer response

  02/12/2022

   
  Complaint response
  
  I am rejecting this response because the company offers no compromise.

  I am disappointed that the company chooses to say I "demanded" anything or that I threatened to stain their record if they didn't do what I asked. I politely called and asked to discuss the **** and the man I spoke with was unwilling to make any reduction. I thanked him for his time, let him know I was unhappy with his response but I never said anything about filing a complaint. 

  Initially when the technician came out and looked at my furnace he told me I was fortunate that this would be the most inexpensive fix I could have. He knew I was shocked and upset when he finally gave me the price and I told him that seemed like too much money.  I told him I did not have $500 plus dollars so that is when a he said he would waive the service call of $100 and set up a payment plan. Those things were appreciated. I still felt like it was too high a price for the part and the short time he was there.

  After I had called the company to question the cost of the service and was told they felt the charge was reasonable, I discussed the situation with several other homeowners who had work done on their furnace. Each one advised me to file a complaint because they all felt the charge was excessive. I am a building and maintenance director for my office and so I have people I work with who are knowledgeable in this area. I don't deny I need to pay a fair amount for the service but I do dispute that over $400 (after their waived service fee) is reasonable. I hope we can come to some reasonable resolution. 

  Sincerely,
  
  ********* (*****) *********

  

  Business response

  02/22/2022

  The customer agreed to the price at the time of repair, was offered a discount, and we agreed to take payments from the customer on the repair based on her good faith. To date, we have not received another payment from the customer that was agreed upon and due February 4, 2022, and are close to being 2 months behind. $315 is still due on the account, and I am willing to go no further in this process until the account is brought current.

  Thank you for your understanding.

  Customer response

  02/22/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

  They did not offer any resolution or compromise.

   

  
  Sincerely,
  
  ********* (*****) *********

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