Business ProfileforCarbon Valley Heating and Air

I am going to keep it short and sweet: PRICE GOUGING!! The outside temps were below freezing, and going to get colder (negative temps), and my heat exchanger in my furnace went out. They came out and diagnosed/scoped the issue ($98), as previously diagnosed by another company, as a faulty heat exchanger, and then offered to replace it for $1800. They said that there was a "difficulty factor" involved and that it should take 5-6 hours to repair. OK, $1800 divided by 6 hours = $300 per hour (still ridiculous). However, when the part came in (at no cost to them as it was covered by the ******* warranty), it took them 3 - 3.5 hours (~ 3hrs for replacement, and tune up ~20-30 min). Service man arrived late at 10:25 for 10am appointment, left to **** ***** for item(s) at 11:49, returned at 12:37, and then left my house (after replacement and tune up adjustments) at 2:39 (all times confirmed by my blink doorbell camera). The repair person was great, and even provided us with a couple of portable heaters to help us with the freezing temps while we were waiting for the heat exchanger to arrive. The service person, however qualified he was, he had not replaced a heat exchanger before, yet was still able to replace it and do the tune up adjustments within a 3.5 hour period. Again, $1800 divided by 3.5 hours = $515 per hour. To me that is the definition of PRICE GOUGING!! There was no difficulty factor, even if there was, $515 per hour, come on Carbon Valley. When I called and spoke to the owner Marcy, she said there was nothing that they are willing to do (for a 5-6 hr quote that took ~3 hrs), and that they are completely good with their pricing structure. WOW, really? Completely good with PRICE GOUGING, that's good for business?!?! I do not recommend this company, not because of their service person (who was very nice), but based on on their pricing structure = PRICE GOUGING!!

Thank you personally for taking the time to provide feedback about your experience with us. We offer flat rate pricing and quote our work. Upon acceptance of the quote, we proceed. Many details factor into the pricing for contractors, and people are not just paying for a job. There is often more time involved with service warranty work than what is performed in the customer’s home or business. They also pay for knowledge, tools, warranty processing, and research. We are sorry that your experience was not an amazing one. Carbon Valley Heating and Air strives to provide our customers with the best experience possible.

I understand that you offer flat rate pricing, however I was told that it was a 5-6 hour repair, and that it only took half of that time by a serviceman that had never even replaced a heat exchanger before (even if it took 6 hours, $300 per hour is just not right!). Please share your itemized details of what all of these additional expenses are. Pricing for what contractors? What "more time" was involved? He came out, fixed it, and left. Warranty processing? what? There was no warranty processing, I called and validated the warranty and they sent out the new heat exchanger. You are the "experts" so I would imagine that you already have the knowledge and the tools. There was no difficulty factor, no warranty processing, no additional tools needed, I thought that he was an employee, not a contractor, and apparently he had the tools and the knowledge. These sound like a lot of excuses for price gouging! Please tell me all the "details" as to what is more often involved?

Many details factor into the pricing for contractors like us, and people are paying for more than just a job. We are always hard at work to ensure our team delivers on our brand promise and that every customer has a positive experience. Thank you for providing honest feedback. We can't fix the past, but you have my commitment to finding ways to improve how our staff services every customer.