ComplaintsforWestern Heating & Air Conditioning

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday, April 8, I had my yearly tuneup with Western Heating and Air (I pay a monthly fee for this service). I have a 4 year old ** unit. Western had been tuning up my system every year since I got it, and there was never an issue. I had actually used the ** the week before and it was working just fine. ***** arrived, changed my filter, washed the unit and told me everything looked great. The next day was warm so I turned on the **. There was no cold air coming out at all and a very weak air flow. This had never happened before. It go hotter and hotter in the house and there was nothing I could do. I called Western and they said they would send someone out Monday. On Monday afternoon, I left work at 3 to meet *****, a tech sent by Western. I explained what happened and told him that prior to **** coming, I didn't have any problems with the **. He said that "it's a York, so you're bound to have problems". I was very insulted by his comment. He also complained that "this is the 6th house I've had to come to to fix what **** messed up". Then he tells me that I probably have a leak and it will cost 700 just to test it, and "into the thousands" to repair the unit. I was in tears by this point. He also added, "if **** had done his job, I would be home right now instead of here". Then he left. I called T&T Heating ****** installed the unit 4 years ago) for help. He came out on Wednesday, April 12th, and told me that whoever tuned up the unit leaked out all the refrigerant and he could prove it. I paid him ****** for his time and he fixed the **. There was no leak!!! I then called Western to cancel my membership and they told me that I owe them ****** for payment for the remainder of 2023. I told them what happened and she said that I still owe the money. It seems to me that Western owes me ****** as they caused the problem and it has been verified by *********************** of T&T Heating and Cooling. I want this bill removed.

  

  Business response

  04/17/2023

  ******,

  I'm sorry to hear about your negative experience with our service technicians last week, I sincerely apologize and I appreciate you bringing this to our attention. We certainly need to do some additional training both technically and with regard to the poor customer service. I see you've had us out on several occasions in the past few years, so you know this is well below our standard. We will work diligently to correct this. I would be interested to see the findings by T&T, and would appreciate if you could send a picture of their invoice to ********************************************* if it's convenient for you.

  Given the experience you had, I completely understand your desire to end your membership. I don't think you should be required to pay for the rest of the year and will remove this bill as you requested. I would further be willing to send out one of our senior technicians at no charge to verify everything is in good working order, if you would like. If there is anything else we can do to earn your trust in the future please contact us at ******************************************** or **************.

  Sincerely,

  *******************
  Operations Manager
  Western Heating and A/C

  Customer response

  04/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************

*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. ↩