ComplaintsforLee Heating & Cooling

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company continues to send out scam "PRE-PAID SERVICE DUE" notices to "THE POWER CUSTOMER AT" address. Have never done business with them and never will with these misleading tactics.

  Business response

  04/09/2024

  This customer will be removed from all advertising mailing lists.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Lees Heating and Cooling charged me $794 for a LIGHT BULB I did NOT approve. The technician had me sign his phone /tablet(?) saying he had made my semi annual pre paid check up. I received NO information or paperwork. 32 days later the charge showed up on my bank statement. I called immediately and asked what charge was for. A light bulb, NO WAY COME AND TAKE IT OUT I DON'T WANT IT I CAN'T AFFORD IT. Too bad ***** told me you are 2 days out of warrenty. They charged this bulb on my card,they had on file, I was told they did NOT keep cards on file. I asked for proof that I ordered the bulb. I was sent a paper of an estimate for a bulb...my scratched signature on the bottom from the techs visit. I have pleaded with *****,Quality Control Manager, for refund..partial or total he just says no. I am 76. Widow, Live alone and feel like he labeled me an easy victim. I would never approve a light bulb for $794 and I was NEVER given the option to say no. They just charged my card, provided no charge slip, or invoice, WITHOUT MY PERMISSION. On checking social media I have found several other people have posted that this had happened to them.

  Business response

  04/12/2024

  Ms. **** was contacted prior to discuss. The UV Lighting is part of her system and upon inspection was not working. The customer signed her approval for the light replacement on the tablet showing the cost for the replacement. The credit card payment was given to the Technician as payment for the services. The customer invoice was emailed to the email address on file.

  Customer response

  04/14/2024

  
  Complaint: 21432812
  
  I am rejecting this response because:I did NOT  call Lee's to discuss the filter light.  I didn't know it was out.  Lee's.came to my house for regular 6 month check.  The technician did not discuss the light bulb with me, he just installed it. He told me I was signing screen to acknowledge he had been here.  I didn't receive an invoice. Lee's used a card # they had on file.  I would NEVER pay $800 for a light bulb. I'm a 75 y.o. widow on a fixed income.  I watch every penny.  Lee's made no effort to work this out with me.  I feel abused.
  
  Sincerely,
  
  Valerie ****

• Initial Complaint

  03/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In Oct. 2023 my mom, Brenda **********, called Lee Heating and Air to her home 1008 Jamie Dr 32506 to service her HVAC unit. Mom is elderly and has dementia. She also has a home warranty but forgot and called Lee instead. The technician saw that the HVAC was an older system and disconnected her heat and told her that it would cost her $1100.00 dollars to replace her unit and that she would die in her sleep if she did not replace it. I called the home warranty company who sent out a reputable contractor. The heater was hooked back up and cleaned. There was no carbon monoxide leak as reported by Lee Heating and Air. A "Lee" representative called and asked about his crew coming in to install a new system. I called "Lee" and advised them that Brenda ********** has dementia and that I am her power of attorney and I do not want them to contact her again. On March 1, 2024 , "Lee" sent another technician for a service appointment that I did not make with them. For the second time, the disconnected her heat and told her now it would cost $13,000.00 for the new system or she would die in her sleep from carbon monoxide poisoning. I again called the warranty company and this time Milton Heating and Air was the contractor assigned. The only issue this technician found was the wiring that the "Lee" technician had disconnected and the gas valve was turned off. I again called "Lee" Heating and Air and again told him that my mom is elderly and has dementia. I mentioned that by acting as they did and trying to take advantage of Mom's age and mental state that they were acting as predators. The representative I was speaking with on the phone, laughed, said "OK", and hung up. I feel like they have targeted my mother because of her age and I'm afraid that they will try again when the weather gets cold again. Both attempts by them have been on a cold or cooler day with them leaving her without heat unless she is willing to pay them thousands of dollars. She keeps her house at 78°

  Business response

  03/25/2024

  Re: Brenda **********. Mr. ****** the Son was contacted....The situation was explained. Mr. ****** insists we are taking advantage of the elderly Mother with Dementia. Lee Heating and Cooling does not make a business of taking advantage of elderly folks.

  LEEHVAC was called by the homeowner Brenda ********** for AC services. A Certified Technician was dispatched by her request on 10/4/2023 (See attached invoice with Technical notes). CO levels were detected in the home and the gas valve was closed, tagged out and the client was informed of the dangers of CO in the home. Technical notes state "furnace is unsafe to run it's having blowback from the fan. Turned off gas valve." The client signed invoice in understanding. Client stated they have Home Warranty and did not act on recommendation and estimates were provided for replacement of the very old system not running per design and creating hazard in the home.

  LEEHVAC was contacted again on 2/28/2024 for maintenance services. The appointment was set for 3/01/2024. A LEEHVAC Certified Technician was dispatched. ( See Attached invoice with Technical notes). The Technician arrived and detected 50 ppm of CO in the home. Evidently the gas valve had been opened by someone other than LEEHVAC since 10/04/2023. The Technician once again closed the valve and tagged it out with 50ppm of CO detected in the home.

  No refund is due. Requested services were rendered.

  Additionally, Clients not accepting reasonable recommendation brings tremendous liability to the company having been the last service provider to the residence. As a result, the client Brenda ********** is Blacklisted from any and all future services.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Service call on 9/17. Tech arrived around 2:00 pm. I showed him the breaker that had tripped, and he pulled the panel off the outside unit and pointed out a bad electrical connection. He pulled up the estimate for a ‘wire repair’ showing my cost of $517. While I thought that was high, I thought they must have some major process they go through to repair/replace wiring throughout the unit, and I signed off on the estimate. The tech was done by 2:30. I was in a meeting so my wife signed that the work was complete. When I saw the invoice with pictures showing that the only work that had been done was to replace 2 inch ore nuts, I immediately called to question the amount I was charged. If it had been clearly explained what work would actually be done I would never have agreed to that amount. I talked to JP ***** on 9/18- he said a flat fee for ‘wire repair’ was correct and there was nothing he could do. I talked to Steve ******* on 9/19. He confirmed the flat rate. He talked quite a bit like this: “well what if he had been there for 2 hours”. He never stated that $500+ was a fair price for replacing 2 wire nuts in around 30 minutes. I’d like a refund for any charge over $200. Even that amount seems generous.

  Business response

  10/02/2023

   

  The customer was contacted to discuss the charges. The customer said he was distracted at the point of signature approval and now believes he should dictate the price of services after the fact. Lee Heating & Cooling did the right thing and restored the cooling system after accurate diagnosis and agreed upon charges to restore the system on the day of service. No refunds due.
  

  A Senior Technician was dispatched on request to the home for the ac system not working. A diagnosis of the system revealed no power supply available to the unit.  Technical notes state the breaker was under sized for the system. Wires overheated and melted shorting the electrical power supply. A diagnosis was accurate and the wire repair was made as agreed. A recommendation to have an electrician replace the breaker to restore the circuit properly was given. The charges for service was properly presented and agreed upon to restore the system that was not working. The customer approved the repairs by signature approval. The ac system cooling was restored.

   

   

   

  Lee Heating & Cooling Requests to please close complaint file.

  Please replace all instances of Steve ******* and JP ***** with " NAME REDACTED".

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Call Lee heating on 11/20/22 because of no heat from my ac/heat system. Giovanni came out and saw a little oil like substance on outside unit next to the Schrader Valve and he said the valve was probably not tightened enough no all the coolant leaked out. Tightened valve, refilled system, watched for 10 minutes and said it was good to go. He did not have a leak detector with him to be sure it was not still leaking from anywhere. Cost me $1364. ($314 for 1st lb &$175 per other pounds of refrigerant). 8 hours later, stopped blowing hot air again. Came out next day, As he was looking at valve again, he noticed mist coming out the top while the fan was running. Also noticed oil like substance on top fan grate that is from the coolant He went and borrowed a leak detector from another Lee employee working up the street to show me it was leaking. Without looking deeper into the unit, he told me coil had a leak in the top and it needed to be replaced. He said they could do it, but it would not be under warranty because they did not install the unit (which is a 4 ton Rheem). He told me to call the company that installed it, which was ******* ********* **** *** **** I called Economy the next day, they came out and within 2 minutes of looking at the unit found a leak from a solder joint inside the unit, which apparently is a known weak spot for these units, soldered in 5 minutes, filled with nitrogen and fully tested pressure over 90 minutes or so, and was all good. Cost me $1271, and they only charge $89/ lb for refrigerant. Called Steve the manager at Lee, he refused to admit any wrong, said they did their job, got my system running again the first night (for only 8 hours). Would not offer any kind of refund, since they did not actually fix my system. Also told me it did not matter if I was a customer of theirs anymore. I would like some sort of financial compensation, because I paid for a fix to 2 different companies, which only one actually fixed.

  Business response

  12/20/2022

  The customer was contacted and the issue was discussed.

  A Technician was dispatched to check the system on request. Upon arrival the low pressure switch was activated indicating refrigerant had been lost. The system was checked for visual and a handheld sensor was used. Nothing was detected after new refrigerant was installed. The system leaked down overnight under pressure. It appears the leak got worse overnight while prior to that it may have been a slow leak and undetected. Upon inspection prior to recharging the system no lubricant or refrigerant was seen or detected  other than on the schrader core valve. The valve was tightened. The system was recharged to manufacturers specifications and the system was working as designed upon departure. No refund is due. The unfortunate thing is the refrigerant is lost.

  Customer response

  12/22/2022

  
  Complaint: 18610418
  
  I am rejecting this response because:

  1. The tech did not have a leak detector with him on the initial visit.

  2. on the second visit, he told me that he saw mist coming from out of the top of the outside unit and on top of the grates protecting the fan he saw the oily like residue he said was from the refrigerant. He then went to a team member of his who happened to be working a few houses down the block and borrowed a leak detector. He showed me it was sensing a leak out of the top of the unit.  He told me the coil had a hole in the top and needed to be replaced. He suggested I call the company that installed it because of the warranty. I did just that, and the next day they came out and found a solder joint ( one known to be an issue with these units) had a leak. He soldered it in a couple minutes and spent the next 90 plus minutes extensively checking pressure to be sure there was not another leak, which there was not.

  
  Sincerely,
  
  Lawrence ******

  Business response

  01/04/2023

  The Technician recommended the installing party be called out since they carry the warranty. No evidence of leakage anywhere on the system prior. 

  Customer response

  01/05/2023

  
  Complaint: 18610418
  
  I am rejecting this response because:

    Lee Heating and Cooling continue to lie to cover up their incompetence. The tech is the one who noticed the leak on top of the unit, even quoted me a price for them to replace the coil (which was not the problem), and suggested I call the installing company to repair because it was the coil and it would be under warranty. If he actually looked and tried to diagnose the problem, he would have easily seen it was a crack in one of the copper joints solder, where on these units are a known issue. If he was experienced or familiar enough with these units, he would have known. WhenI told the guy at economy what the Lee tech said, he told me it was not going to be the coil, because he actually had experience on these units and knew where to look. If the Lee tech would have had a leak detector the first visit, he would have known it was still leaking after he tightened the valve and refilled it. The morning after the first visit, someone from their office called to see how the first visit went. I informed him it leaked all out again and the tech was coming back. He said not to worry, we will get it right and taken care of. Was he ever wrong. I hope they don’t treat all customers like this. 
     

  
  Sincerely,
  
  Lawrence ******

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 18, 2022 I tried to turn my heat on as it was extremely cold that morning. It would not come on. As my infant grandson was on his way to visit I immediately called Lee Heating and Cooling for help. The reason I called them was because earlier in the year I had purchased a service contract from them when they did an inspection - saying everything looked good. Later in the day a worker showed up and after assessing the situation said it could easily be repaired. He determined that the thermostat was not working and I needed a new one - at a cost of $585! He also said I needed several other things done to my hvac unit to keep it in good working order. I was desperate to have a working system, so I agreed to having some of the work done that day. In addition to installing a new thermostat, he also installed a UV light - at a cost of $1881. He also said the ductwork needed immediate cleaning and scheduled an appointment to have that done the following week. I ended up paying the company $2177.90 that day and after he left I realized I had been taken advantage of. I began making phone calls to other local companies who provide the same services. Here is what I found out: Most companies would have charged me around $95 for the exact thermostat (I know this because I had another company come look at my situation) and around $250 for the UV light installation - which Lee installed in the wrong place. So I should’ve paid about $345 instead of $2177.90. That is a difference of $1832.90! After much research and many tears, I finally called the company on Dec. 2nd to confront them about this issue. I spoke with a secretary who told me that the owner/manager was out of the office. She asked me to explain my grievance, which I did, and she said she would contact the person in charge and he would call me back. It is almost 2 weeks later and I’ve still not received a call from them. They have taken advantage of me. Please stop them from doing the same again.

  Business response

  12/20/2022

  The customer was contacted. Pricing and Equipment was explained. The other company mentioned in the complaint has confused the issue with regard to pricing quoting a UV Light replacement. The customer purchased the complete IAQ product and not just a UV Light. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pursuant to Case ID#19063407. This is my latest update. Our A/C stopped working again 10/13/14 completely. Lee co called Tech .**** ****** entered our home agreed we had no A/C.After checking inside unit went to exterior unit, 1/2 hr later my roommate was told he tried to add Freon but due to AC leak was unable to add Freon, company will be notified. No AC 10/13, no A/C 10/14. I called Co was told Tech ***** would be out to take pics. Here’s the final decision by Manager ***** he called to say that their findings were we had someone tamper with the A/ C unit, they saw a Express Air Sticker( sticker placed 7/11/22 yes I called because we had no air & Lee said nothing was wrong so they would not send a tech) this sticker applied since 7/11/22 invoice i have as proof. Many of their Techs have seen this sticker, but today 10/14/22 Manager ***** now accuses me of having Express Air tampering with our Unit therefore they should be called in to fix our none working unit based on their repairs? Since 7/11/22 Express Air never visited our home, I explained I have an email as proof sent to Manager ***** dated 7/11/22 notifying him to my out of pocket expenses and crying out for help, but Manager ***** continued to say do not ever call their Company again nothing will be done.We have not ever had any other A/C company do any other work but Lee. I have a saved email written to Manager ***** 7/11/22 crying out for help. Tonight 10/14/22 we have no air using several fans in our home, called Lee spoke with CS told per Manager ***** CS seek help from another AC Co, our unit is under warranty, they will no longer provide their services. We will have to call another AC company for help as we cannot continue this way. Beware of Lee Heating & Cooling $5,566 out of pocket no AC. Just called another company for urgent help, sincerely hope we will not be accused of tampering with the AC unit as this horrible treatment will not be accepted. We need help.

  Business response

  10/27/2022

  Leehvac had been out to check the system on 10/14/2022. It was completely out of refrigerant. A repair was made and cooling restored.  At the time of repair. It was noticed by the service manager. The system had been tampered with showing evidence of modified valves from original manufacturers part production. The customer has been informed to contact another service company for future services. The equipment is registered to the customer location and name for warranty purposes. Any service company can perform warranty service for the customer. We decline to perform any future requested services.

   

  Lee Heating & Cooling wishes all names be removed from the complaint and the file closed.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I called Lee Heating & Cooling to check our A/C just for regular maintenance. Their Tech arrived and after completing his inspection said the Condenser would have to be replaced a.s.a.p. My Spouse & I listened to his price quotes and we decided with an easy $60 per month payment and replacing the exterior Unit @ $ 4,995 was our best option also we were told this would include the maintenance cost for 2 years. On May 23rd 2022 application approved now 170 per mth., higher price of $5,566 a new Rheem A/C & only 1 yr maint.,unit was installed when I queried the difference in price I was told their Tech never ever quoted me the first price?? First red Flag of dishonesty. Rheem Unit now installed on Saturday May 23rd, by Saturday afternoon very little cooling in our home? Called Lee Heating & Cooling, another Tech was sent, said the Unit required Freon but the UNIT was working just fine, I explained that our prior Unit cooled our entire home even with the Thermostat set at 78degrees, he laughed and replied he keeps his Thermostat @68 and this would solve my issue. Sunday the after new unit was replaced I called the company yet again as A/C was blowing hot air, again a Tech was sent, saying the Unit was not the issue but the Thermostat and I needed to have this replaced?? We went through turmoil with THERMOSTAT( never was the Issue), and a non-working new A/C unit. I also had to call and pay 2 separate A/C companies on 2 different occassions$525 to just have Air in our home, as Lee would not believe this new AC was not working because their techs., all said the Unit worked perfectly?. On August 16th we returned from a trip to a very hot home, Lee could not send a tech out before the 17th, we slept in our living rm with 4 fans. New Tech arrived discovered the issue was a leaking line our warranty was not honored they refused to replace this Unit Manager said agree to repair or you have no A/C. To date with 10 freon refills A/C still does not cool our home as it should.

  Business response

  10/12/2022

  The system is repaired as approved by the manufacturer. It was a repairable issue in where a leak was found in a factory weld point and replacement was not approved. Each time our Technician arrived the thermostat was satisfied to the set temperature. Once enough refrigerant leaked out the system. The gas was detected and the leak point identified for an approved repair. Once approved the customer was refusing to allow the approved repair. The Technician was onsite to make the repair. I told the customer to allow the repair or we will need to send the Technician on to the next appointment. Currently the system is operating as designed.

  Customer response

  10/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Absolute dishonest response I expected no less. I asked for a replacement as this a brand new unit with a 2 year warranty. He declined stated if I did not accept repairs then we would just have no A/C, nothing about moving on to next repair. What a horrible disreputable Co. I also contacted Rheem customer service who gave me a case # and stated if they (Lee) had to replace Freon more than 4 times they should contact their distributor and the Unit should be replaced. Manager's response to me " will they pay for Labor? We are once again currently experiencing same A/ C issues. I am totally disgusted with this Dishonest Company Lee Heating & Cooling you should be ashamed.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In May of 2022, Lee was hired to install a new AC unit in our home. We gladly accepted the price and conditions of the work, which included a maintenance plan and duct cleaning. We were very happy with the promptness of the work and had our new unit installed and the duct work cleaned in two days. The problems began when the installers accidentally stepping through my ceiling, not once, but twice. They stepped through my foyer and the hallway. I realize accidents happen and was confident that Lee would take care of the damages. They promptly called and scheduled the appointment for their "handyman", Danny to come and access the damage and schedule the repairs. Danny was scheduled arrive on Tuesday, May 17, and cancelled. He showed up the next day and said the repairs would take 3 days, which I thought was appropriate. He was scheduled to begin the following day, and return util the job was finished. The first 3 days he showed up and worked 1 1/2 hours the first day on one patch and left. the next day was a repeat, only lasting 2hours this visit.The 3rd day was a repeat of a very short visit with no completion in sight. The job was no where near being completed. I was a home improvement contractor most of my life so I knew what was involved with this repair! This started a series of visits that would last for the next few weeks. I contacted Steve, Gen. Mgr. and let him know of my discontentment of the repair process. He tried to blow me off as someone who didn't know what was going on, which irratated me. I contacted him on another occasion where he stated that they had limits to place on repairs. My home is still not repaired to my satisfaction. He won't return calls or answer emails. This is the beginning of the process to rectify this situation.

  Business response

  08/15/2022

  A worker accidentally stepped a foot through the ceiling. Mr ****** was contacted and the repair was made. The hole was sealed. A surface application was applied in an effort to blend the ceiling coat. Mr. ****** was not satisfied. We agreed to a final blending of the textured material. The final blending was done to the best of our ability and there is nothing more we can do. The ceiling is repaired.
  2 pictures are attached showing the final blend of ceiling texture.
  

  Business response

  08/15/2022

  Mr. ******, I would invite a proposal from the person who told you what it takes to do the job properly. Forward the proposal to [email protected] for review.

  Customer response

  08/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The workers stepped through my ceiling, accidentally, twice in 2 days. the work was not, and is not completed, in a timely manner that I was promised. the texture is off, on both patches, and the color doesn't match. His own "handyman" stated he couldn't fix it properly after originally stating he could. He,(handyman) also gave me a referral to someone who could properly repair the job, "because his boss said to finish up". The handyman was not happy with the repair either. We both agreed it would be a waste of my time for him to continue to try to fix it. The manager, Steve, has failed to return calls, answer e-mails and was invited to come to my house and see if he would accept this work in his home. He declined! I can see that he also has been dragging his feet on responding to this complaint, just like he did with my repair! There was absolutely nothing wrong with my house when his employees came to my home. I now have 2 bad drywall repairs and a bag of insulation sitting in my garage to replace what fell through the ceiling.
  The "foot" that came through the ceiling created a 7'X3' repair in my foyer and a 2'x3' foot hole in my hallway. The foyer is visibly different from the rest of the ceiling, which is a vaulted ceiling.This ceiling ties into 3 other rooms. The work is not acceptable. I invite Steve again to come to my house and see this shoty work for himself! In have been told what it would take to properly repair the job. I want it retextured to match and painted or something that is acceptable, nothing less will be sufficient. It would be to your best interest to correct this situation!

  Customer response

  08/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will send the proposal to correct the problems to the email address you provided. Still waiting for one estimate.

  Customer response

  08/29/2022

  ***Document Attached***
  As Steve, General Manager at Lee requested, I e- mailed him the estimates for the repair at my home. This was done on August 22, as I was waiting on painting bid for the job, which I informed him in this thread. As of august29, I have not heard back from him regarding these estimates.This does not surprise me! I request that this complaint be reopened until the repairs are made or until an agreement between Lee and myself is reached.
  See Attachment/File: drywall estimate - ceiling

  Business response

  08/31/2022

  Mr. ****** will be contacted to discuss the estimate received.

  Customer response

  08/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the repose , until I have heard from Steve, at Lee HVAC, to discuss resolution. Upon hearing from him, I will update my response. I would like to keep this open until resolution is reached. I absolutely refuse to back down until this is satisfactorily resolved.

  Customer response

  09/15/2022

  Steve, general manager from Lee HVAC, contacted me by email and said that he would agree to the $750.00 bid to redo the drywall finish. He did not agree to the paint bid. The ceilings are going to need painting in order to match the rest of the ceiling. I responded yesterday, September 13, informing him that his resolution was unacceptable. I also gave him until the 27th of September to resolve this situation or I am seeking legal advice!

• Initial Complaint

  06/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This morning I called Lee Heating & Cooling about a gift certificate I was sent. This company has been soliciting me for months; when I called in with a request, I was denied; citing that it was a weekend and after hours so it would cost me double; (the Website says they're open 24 hours a day). Further, the website claims free diagnosis with repair. I explained to the representative that they didn't have to come today and they could schedule a visit when it would be opportune for them to do so and asked to speak with a manager when I was hung up on. I submitted a contact form on the website and received a call back from a representative named Mark who said he was the same employee I'd previously spoken with, but acted like he had no clue what I was asking of him. If they are unwilling to offer congenial services then at the very least I want them to stop contacting me.

  Business response

  07/21/2022

  Business Response /* (1000, 6, 2022/06/27) */ Ms ******, I apologize for any inconvenience. I will attempt to clear the matter here. Lee Heating & Cooling is not open 24 hrs. We do maintain on call Technician availability 24 hrs. On Call Services are billed at a higher rate for demand calls after hours. All after hour call in customers are given the choice to request after hour service or wait to the next business day for regular service rates. This is an option to choice based on the customers need at the time of call in. Diagnostic fees are disclosed at point of the appointment setting as well. The diagnostic policy is as follows. All diagnostic fees are waived upon customer approval to make the needed repairs.Customer signature approval to make the needed repairs cancels the diagnostic fee whether after hours service is performed or regular business hour service is performed. Thus "Free Diagnosis With Repair" as stated at the website. As requested, I will remove the location from all future advertising and service coupons. Consumer Response /* (3000, 8, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'd like to know the name of the person responsible for this reply. I'd asked for either Dale, Anthony or Gary. (I'm not seeing how the respondent addressed any of my concerns, but since I'm the consumer and not the customer, I would like to take a different approach of resolution.) Second, and most importantly, I had spoken at length with Dale and Anthony about what it means to provide emergency services. When I contacted The City Council I was asked to contact BBB. It seems like I'm the only one concerned with actually facilitating this service (after experiencing 4 days of upwards of 90 degree heat I feel that I'm justified to advocate for this cause) though, for the company, Lee Heating & Cooling, it is suppose to be their occupational priority; BBB marketplace trust, accreditation and ethics; and for the city council, the primary goal and objective is to provide organized procedure: Which is why I believe that this case is a unique opportunity to go above business as usual, and answer the call to duty. So, to the owner of Lee Heating & Cooling, and to the specialist on this case, with BBB: will you please assist my request in deploying a local board for managing emergency home repairs? I'm asking for your testimonial based on this exchange. Will you please contact the city? It shouldn't require weeks or months or litigation and lawyers to address necessary / life-threatening remediations. Moreover, tenants do not always have the resources or cooperations of property owners, but that should make them no less qualified. I would love to know that constituents were empowered in this way especially for the affordable housing sector, and the like. (I'd explained to the technicians on site how invaluable their report would be in initiating this effort. Although a replacement was made instead of a repair I would still like a report that outlines this process. I believe that it is information that would be helpful for a pilot program.)

*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. ↩