ComplaintsforMcDonald Heating & Air Conditioning Co., Inc.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a "PLAN A" service agreement from McDonald Heating, Air Conditioning, and Plumbing Inc. that covers the time period from September 12, 2020 through September 11, 2021 for the sum of $299.00 I paid with check number **** which was paid September 11, 2020 according to my bank statement. On Saturday, September 3 at 8:16am I placed a call for service due to the fact that I had no hot water. The answering service took my information and said that they would notify the technician on duty and I would receive a call back. At 8:30am I received a call from Ray who works for McDonald Plumbing and Heating. After explaining the problem I informed Ray my wife tested positive for covid 19. Ray said "she" (no mention of who "she" is) said McDonald will not provide service to a home that has people with covid positive test status. I have not tested positive for covid 19. There is no mention of this policy in the service contract. This is a breach of contract. See attached word doc

  Business response

  09/20/2021

  Business Response /* (1000, 6, 2021/09/15) */ customer has contract 9/11/20 9/11/21 My Technician was informed that someone in household tested postive Covid 19. As a business owner, I need to provide a safe work enviroment for my employees, which includes ensureing the home we service are safe for my employees to enter. Given the nature of the pandemic and it's continuing rate of spread, my employees cannot enter homes where opportunity for contracting the virus exists. We can service the home once the quarantine time as passed and safe to enter. Consumer Response /* (3000, 8, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's an interesting response.It's also an unreasonable response. First and foremost, the business has a contractual obligation to honor and fulfill. There is NOTHING in the legally binding contract that allows them to unilaterally breach the contract. There was never any mention of any waiting period by the technician. There is no mention of this policy in the contract. It is also unreasonable to expect a household to go without hot water indefinitely. I asked the technician if I was on my own and he said "yes." Sounds like a pretty clear cut case of breach of contract. If the company does not pay the $325 I had to pay due to their breach of contract then the only recourse I have will be to file a lawsuit to recover the money I had to spend to cover their breach of contract. Please note that their response comes after the term of the contract expired so their response again makes no sense, they would just tell me the contract expired. Business Response /* (4000, 11, 2021/09/16) */ We will return the contract price $299.00 which will help in the cost of the service he received from the other company. Consumer Response /* (2000, 13, 2021/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is unfortunate that this problem arose at all. I understand the need for safety and prudent business practices in these most difficult times. It seems to me that reasonable practices and procedures can be put in place by reasonable people and businesses for the benefit of both parties. While I would rather receive the full cost of repairs I incurred in the spirit of compromise I will accept the offer that has been extended by McDonald Heating.

• Initial Complaint

  06/11/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  McDonald's sells a Service Agreement for $140.00 that is states it will provide priority service to purchasers of the agreement. McDonald's lied about processing a warranty claim on an HVAC system to cover the fact that they were not going to provide priority service. McDonald's when pressured about lying about the warranty claim stated that they would not be able to make the "priority repair" for at least 2 months, leaving the "priority customer" without a functioning HVAC system during a heat wave for the entire summer. I believe that McDonald's is taking advantage of senior citizens by selling a product that they do not intend to fulfill.

  Business response

  06/30/2021

  Business Response /* (1000, 5, 2021/06/14) */ Unfortunately, Mrs. M********* is misinformed about our service agreement. It clearly states priority service visit "which we did" The call came in and technician arrived that day to diagnose customer's concern. Our findings were newer installed equipment by someone else. She was advised to contact the installer this install issue. We understand your frustration but the problem isn't due to our workmanship. You've used us in the past and taken advantage of our service agreement offers. It's unusual circumstances. Thank you for your business. I'm sure the installer will take care of your problem. Thank you McDonald Heating AC Plumbing Inc. Consumer Response /* (3000, 7, 2021/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have used their service for routine maintenance previously. The service agreement does not state that they have the right to pick and choose which items will be chosen to have priority service. The job is not done until the issue has been resolved and completed. They are unwilling to process the warranty and complete the job. Yes, the unit was installed by the builder. They do not state that they only service equipment installed by McDonald. This would certainly limit their business opportunities! They do not state that they only process warranty claims on units installed by McDonbald. They are mistaken, because I contacted the manufacturer when they were unwilling to. The manufacturer stated that Mc Donald only needed to send them the warranty claim to be processed and they would send them the part. The manufacturer stated that residential customers are not allowed to process warranty claims only HVAC companies. They are also mistaken about the warranty process. The warranty goes with the unit not with the installer. Common sense! Again, McDonalds would not have a business base if each individual installer was forced to only process warranty claims for units they installed. The manufacturer stated that they were unsure about what McDonald's problem was because this is untrue and a routine business process. Far from unusual, this is within the types of items an HVAC company can expect to see on any given day. Parts fail! What is unusual is their unwillingness to fulfill the contract that they made by accepting money to provide priority service and continually lying about the warranty process. I find the lying very concerning. Purposely providing your customers with misinformation is FRAUD- Merriam Webster: "FRAUD- the act of deceiving or misrepresenting, intentional perversion of the truth" All they had to do was process the warranty and put the part in. If it was to take 2 weeks, I get it. Over 3 MONTHS, NO WAY! that is their choice and it is my choice to say I want my money back since you are choosing to commit fraud.

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