ComplaintsforArctic Heating & Air Conditioning

• Initial Complaint

  12/08/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have been long time customers of Arctic, since 2014. When we purchased our home in OCMD, we used them for maintenance. We have had a service contract at apx $209 per year for 2 services each year. Since the first year we had this contract, we have only ever received 1 service and 1 year, we never rec'd any service, they are impossible to contact or respond. One year, a service tech was even caught under the house just talking on his phone and never finished the service call. We purchased a new heating/ac unit in 2016 for over $4000 PLUS a service contract. The original owner was pretty easy to work with, he replied, showed up and took care of any problems. Company has since changed to his son and since 2017 the response has declined to the point they dont answer the phone or accommodate out of state customers. I have called 4 times since August to schedule our end of the year maintenance and with no response. When I was able to reach someone, she told me, "your too late, nothing we can do for you". I did get a text message once from them, called and again was told, nothing we can do for you. We do not live in MD full time and we will NOT give them a key to our home to access whenever. We have paid for service maintenance each year with poor to little service since this company has changed hands to the son. We are contacting other companies in the area to service our home, but money is tight, especially when I have to pay Arctic for somethng I am not getting. We want a full refund for this years maintenance contract

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/10) */ First of all, ******* I would like to thank you for being a long-time customer since 2014 and I'm sorry things did not work out for you. I would like to address a couple mistakes in your complaint with the first being me taking over the company which did not happen until Jan 2nd of 2020, so I am unaware of any decline in service you received since 2017. We are on a newer software, so I have fast access to records since 2019 which shows your first maintenance of 2019 was cancelled from 6/25/2019 but rescheduled and completed on 7/10/2019. The second maintenance was scheduled and completed on 10/09/2019. Records show that we scheduled and completed your next maintenance on 6/26/2020 and missed the second maintenance in 2020. After that it shows we scheduled and completed a maintenance on 5/19/2021 Technicians notes "I arrived to perform semiannual maintenance on Lennox Heat Pump system. We missed the Fall/heating tune up, so this visit was very detailed to ensure nothing has gone wrong since our last visit" Therefore we performed both tune ups in one visit to make up for the one missed. Keep in mind that we schedule our maintenance roughly 2 months in advance, our notes show of the last time we talked to you, you called on 9/30/21 asking for your maintenance the following week because you would be in town. at that time, we were scheduling in December and January, at that point you started yelling at our representative about how you are sick of our company and that you are reporting us to the BBB, and that you didn't remember who the owner is but your done with our company. But it also shows in our system that you are scheduled for your second maintenance on 1/21/2022 and since your contract doesn't expire until 4/28/2022 we are still honoring the 2 visits within your year contract. As far as our records show the only thing missed was one tune up in 2020 that we thought was rectified in the 5/19/2021 visit. as far as being able to cancel the maintenance plan for a full refund our policy states (Bullet 15 on our ESA Brochure) NO RISK, MONEY BACK GUARANTEE. New customers can try this amazing service for three months. Your air conditioning and heating system will work more efficiently. If you're not satisfied for any reason, your entire investment will be refunded. You can't lose! Unfortunately, you have been a customer since 2014 so you are not a new customer, and we are well passed the 3 months of your current contract. After your scheduled maintenance for 1/21/2022 this years contract would be fulfilled while still receiving the other benefits of 15% of service etc. not to expire until 4/28/2022. Consumer Response /* (3000, 7, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding, but I would like to clear up a few discrepancies. I am not sure why you wouldn't have been aware of the decline in service as it has been well documented with calls and with management. Since the new system in 2016, with the exception of 1 year, there has only ever been 1 service per year. My interpretation of the contract was within the same calendar year. This is why we always tried to schedule a maintenance call for opening the house in April/May and when we close at the end of the year by Dec. Never have I assumed it went from April to April as no contracts we have do this. With not living there full time, I keep some records down there, I do not have the slip here with me in PA, but the service call where a tech was told to leave due to his lack of performance and as he sat on his phone under the house, was the one in 2018, since there was no maintenance performed in 2017 at all. In 2019, there were 2 service calls placed in Feb the 16th and 28th to fix the unit that was not working correctly. The original service date for maintenance was July 10th, 2019; there were no cancellations or reschedules. There were 2 maintenances performed in 2019, the only year ever, my mistake on this year only. Every year, we have purchased filters for when you have not complied with service. 5/19/21, how can you perform both tune ups for maintenance in one service call? Not sure how this is possible? Not sure where those notes are on your end, but they are not on my records, the slip you emailed has no service slip attached and none was left. I understand you book in advance, and your only option for us since we do not live in OC was to leave you a key. With the negligence of past performance with techs, your office was specifically told, we would never leave a key to access our home without someone being there. I did call your office on July 12th 2021 at 11:37 am to schedule the next service call, was on hold so long, it went to voice mail and I left a message for a call back. That never happened. I called again on August 23rd 2021 at 3:26 pm to try and schedule and the call went straight to voice mail, no one ever picked up. Yes, I did call again on Sept 30th and did get someone to answer and asked if there was anything open (and did state I had tried to call before), as we had contractors coming. Again, we do not live in OC and have to schedule when we are down. I did tell your representative I would contact the BBB due to your company not honoring the contract as it should be. Bill called back to try and scheduled an appt, you booked for Jan 21, 2022, he was told, this was the only thing available, basically take it or leave it. The only reason we have stayed with Arctic was due to the new unit installed in 2016 and by now is well out of any service you would honor. I have contacted the MD Attorney General's Office and the Town of Ocean City regarding business practices within your company and were asked to forward all of these correspondences as well. I asked for a refund due to your company not upholding your end of a contract. Filing with the BBB is a moot point as far as this goes. You can spin how you want to say what dates the contract covers; you can say you did 2 service calls at one time. I have called within the allotted time frame you require to book appts, with no response. We have paid for and supplied air filters you did not supply as per the contract and you were well aware of the troubles we have had with your technicians. Even they have commented on issues within your company. Business Response /* (4000, 9, 2021/12/22) */ Hello *******, I have only been the owner since 2020 so again I cannot speak on behalf of the declined service from 2017, Also if you sign up for a contract on 4/29/21 and it is a year contract it would expire 4/28/22 so I'm unsure how that is spinning the dates. The two tune-ups would be one heating tune-up and one air conditioning tune-up, so we are able to do both the heating and cooling tune-up in one visit if needed. I cannot really resolve issues you may have had prior to my ownership with having to purchase your own filters but from me being the new owner in 2020, I will apply the first tune-up of this years contract you received 5/19/21 towards the missed 2020 tune-up and cancel the second one scheduled for 1/21/22 and cancel this years contract. I have already credited the $219 payment from 4/29/21 back to your credit card to refund the current contract, Have a nice day, and happy holidays! Consumer Response /* (2000, 11, 2021/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your reply. We will look for the refund on the card. Happy holidays to you as well

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