ComplaintsforPaul's Heating & Cooling, Inc.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** from Pauls HVAC came out June 1, 2023 due to my A/C not cooling. He discovered that there was a coolant leak & recommended repairing the unit and paying $1,000 vs $4800 for a new Carrier 3-ton unit. On June 2nd, **** melted silver over copper instead of replacing the pipe & added coolant. The A/C cooled for about two weeks & returned to not cooling. **** returned June 23rd & without testing anything said I needed a new unit & rushed off due to his mom allegedly only having 6 hours to live. He calls back saying a new unit runs about $5600 despite previously quoting $4,800. I called the office on June 26th to have a sales rep come out the same day to get a written quote. No one showed up and the office didnt call. On June 27th, **** calls & said he was sales and a technician. I explained the that the repair that **** did earlier in the month didnt fix the problem. **** arrived around 7:30pm took pictures of the furnace & went to the A/C unit. He made me run inside the house multiple times to either turn on A/C or to present the original receipt. He didnt demonstrate anything malfunctioning with the A/C unit nor did he test anything like the capacitor or the levels of refrigerant as I asked him to. He disabled the A/C unit from outside, concluded that it was the compressor, I needed a new ***** ******* leave a quote. I expressed that I was not satisfied with the outcome & wanted a refund. He claimed that only **** could make that decision as he was lead on this repair and the manager. **** calls back with the options of paying thousands of dollars for either a compressor or to get a new A/C unit with no regards to the $1,000 that I already paid. The office has not called to follow up. Multiple 4-5 hour appointment windows later, my A/C still doesnt get cool & I have had to make arrangements to stay elsewhere. Due to shotty work & unprofessional behavior, I dont want to waste any more time or money with Pauls HVAC. Therefore, Im requesting full refund.

  Business response

  11/29/2023

  I do apologize for the delay in our response. The technician involved in the complaint was on family medical leave so it took a while to get it together. I have attached it to the others who had email us regarding a response but also wanted to get it to you as well. Please let me know that you got it and also if you have any questions.

   

  Thank you,

  *************************

  ****'s Heating and Cooling

   

  Customer response

  12/07/2023

   
  Complaint: 20382653
  
  I am rejecting this response because:

   

  Hello.

  
  

  I reject Pauls HVAC response.  Per technician ****, only a sales rep could give an official quote.   On June 26, 2023, I called the office to have someone come out to give me a quote on a new unit for a same day appointment.  No one came.  The next day **** showed up without an appointment, and claimed he was a sales rep and a technician.  He did not give me a quote.  The purpose was to get a written quote with prices and unit model options.  I did not receive this nor did the office call to follow up.  It was Pauls HVAC that was not working with me. It has now been over 6 months since  the initial visit to work on the air conditioner and several months since a complaint was filed with the BBB and the issue is still not resolved.  As a result, Ive gone a whole summer without an operable air conditioner.  Therefore, Im still requesting a full refund.  

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