ComplaintsforGreater Comfort Heating & Air Conditioning Inc.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Aug/04/2023 a Greater Comfort service person came to service my A/C, that after 22 years stoped cooling. He recommended to change the A/C, but I was not prepared for a such expense. He found that the unit was low on Freon and aded 2 Lb of freon. He charged me: Residential diagnostic - $89.99 2 hours work - $240 for one hour and 10 minutes, clocked from the time he parked the car, did not include the time for diagnostic. 2 Lb of Freon - $387.86. A total of $717.85. After 1 week the A/C stoped working. I called the company to fix the problem, they told me that the repair doesn't have any warranty, nor even 1 week. When the service men made the diagnostic, he did not check for Freon leak, didn't tel me that the repair is without warranty whatsoever, did not tel me that the repair may last one week. To spend $717.85 for one week of working A/C is not acceptable, the company should have some responsibility. Attached is the invoice for the new A/C, installed on 08/18/2013, proof that the unit was broken.

  

  Business response

  08/23/2023

  Greater Comfort will be refunding the invoice for the amount of $717.85.
  
  We apologize for our technician not being more detailed or communicating the position you were in based on his findings.
  The national average of equipment is generally 13.5 years which varies depending on geographical location, environmental factors, usage, maintenance, and care. AC systems are a sealed refrigerant circuit therefore once refrigerant is added, whether by factory or service provider, should remain the same amount. The only way a system could be low on refrigerant is if it leaked out. Your original equipment utilized R22 refrigerant which is being phased out by the EPA due to its affects on the environment. R22 refrigerant is no longer being manufactured and available supply varies causing the costs of the refrigerant to be elevated compared to the current R410a refrigerant. It is also industry standard for no warranty on refrigerant because it is considered a consumable good.
  Our technician recommended that we should quote replacing the AC system based on age, condition, and type of refrigerant that you replace at least the AC system. That option was declined at the time of service in which the decision was made by you to top of the system and hope it will last a few more summers. Unfortunately, It lasted less than a week based on your report. In which you had another company come in and replace the system, because ultimately that was the best option from the beginning. We will use this as a learning experience for our technicians to express how important communicating findings so that the customer may make a informed decision.

  Thank you. 

  Greater Comfort 

  Customer response

  08/27/2023

  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. 
  
  Regards,
  
  ***** ****
  

  Customer response

  10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ****

  Per 10/4/23 email from customer:

  This complaint is regarding the refusal of the Greater Comfort Heating &Air Conditioning Inc. to implement the resolution of my previous complain to BBB, ID ********, to refund the invoice of $717.85, that the company agree to. The complain was closed because I considered the company resolution given in their message to BBB, "Greater Comfort will be refunding the invoice for the amount of $717.85", acceptable, but I didn't expect that they will not fulfill their proposed offer. After more than one month from the company acknowledgement of responsibility, not only that I didn't received any money, but I was not able to speak with anybody besides the secretary. I called Greater Comfort Heating &Air Conditioning Inc on 09/08/2023; 09/15/2023 and on 09/19/2023 and asked to talk with a manager or the owner, but nobody was available, so I explained to the secretary the purpose of my call and I gave my telephone # and e-mail address to call me back with a answer to the resolution of the complain ID ********. Nobody call me back. Because Greater Comfort Heating &Air Conditioning Inc. doesn't have any intention of refunding the invoice of $717.85 that they declare in their message to the BBB, I solicit BBB to reopen the complain ID ******** or a new complain. Thank you ***** **** Phone ###-###-#### E-mail *****************

  

  Business response

  10/10/2023

  The customer had accepted resolution, we waited until the payment had cleared and no check cancelation was issued.  We then issued payment on check #*****, issued 10-3-23. I spoke to the customer via his cell phone on 10-5-23 and asked him to reach out to me directly with questions.  My entire staff is aware of who this customer is and fielded no phone calls prior to this email, after our original resolution. was agreed upon.

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