Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found Coast Air & Heat on the internet relatively close to my home location and invited Coast Air & Heat to diagnose an AC problem on July 7, 2022. The AC unit was only 9 years old. Coast Air & Heat was not the initial company that installed this original unit. They did find a problem and I authorized them to fix a short term solution. I was charged a Diagnostic/trip charge - Residential Diagnostic fee of $ 94.00, Refrigerant R-410A - 6 lbs, $ 438.00 and Leak search - Leak Check Level 2 which includes: Condenser leak check and evaporator leak check. I did pay this bill, but, several days went by and it looked like I was double charged for diagnostic services. So, I placed a call to JOHN, the owner / manager, Call went un-returned. Almost 2 weeks went by without any calls from John or this company. It is the middle of the summer and apparently I have a leak in the feeder tubes, leaking VERY expensive refrigerant and NO ONE from this company is returning my calls. The original technician did not what the cost would be for a permanent solution. The technician said that someone from his company would get back with me in a few days with a permanent solution and cost.
  After 3 weeks since the original leak detection by the technician, I finally found someone at this company and they said they sent by email on July 18, 2022 two proposals. I NEVER received these proposals. I did not accept any of these proposals and told the customer service person, I want a call back from JOHN, once again to discuss my initial diagnostic billing, I NEVER received any phone calls at all from anyone from this company to date (Oct. 13, 2022) I am seeking a REFUND of $ 138.00 which is the 2nd leak search fee for the condenser and evaporator leak check because this was included in the $ 94.00 fee. I want this refund applied to my credit card that is on file with Coast Air & Heat or can furnish upon your request.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Our 7/7/22 Invoice clearly states diagnostic fee and what it includes. It is a separate flat rate fee due from every customer. All charges on invoice are separate, explained and viable.
  Customer signed and approved work to be done. Everything was clearly explained and approved by customer. Invoice/signature attached for reference.
  We do not keep credit card numbers on file so there was no way to double charge. Invoice clearly states all charges separately and one payment.
  On 7/18/22 We sent an estimate for the repair suggested in the timeframe given by the supplier. Parts were not available at the time of the diagnosis.
  Due to Customer putting in a credit card dispute, our bank told us not to speak with him until this was resolved.