ComplaintsforNo Problem Heating & Cooling

• Initial Complaint

  06/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was hired to fix our HVAC. Tech1 stated that the zoning system solenoid needed replacement. Tech2 replaced the part but unit continued making same noise. Tech2 stated it was normal, though Tech1 had said the noise was caused by the supposedly bad solenoid. I took Tech2 at his word. Tech2 also said we didn't own anything for the work. A month later, we received a bill for $575. We paid $285 with plans to pay the rest on the next paycheck. They sent us another bill for $575 without acknowledging the receipt of the $285 already paid. This caused a dispute and our credit union stated they didn't even try to cash the check. The full amount has been paid at this time. Two months later, the zoning system no longer works properly. It has to be rebooted before AC will turn on. I tried calling NPH&C to resolve this and I was told that we were on a 'do not service' list. Since then, I have tried leaving messages with them multiple times and they don't return my calls.

  

  Business response

  07/01/2021

  On 03/23/2021 we received a dispatch request from Mr. ****’s Home warranty company.

  
  
  Mr. **** was contacted and we scheduled service for the 24th. On the 24th we performed a diagnosis
  
   and an authorization request was sent to Mr. ****’s warranty company. The claim was denied.
  
  

  An estimate for repair was created and presented to Mr. **** in the amount of $575. On 04/01/2021,
  
  a follow up call was made to Mr. **** and a voicemail was left for Mr. **** asking if he had interest
  
  in the estimate that was created for him. On 04/09/2021 the estimate was sent to him again via email
  
   at his request. On 04/09/2021 Mr. **** approved the estimate and placed his order. No payment was collected at that time,
  
  and his part was put on order.

  
  
  On 04/19/2021 we returned to install the part for Mr. ****. No Payment was collected at that time.
  
  When we still had not received payment on the third, the invoice was emailed with a link for payment
  
   and a call was placed to Mr. **** to request payment and let him know that the email had been sent.

  
  
  Subsequent calls and emails were placed  on 05/04, 05/06, 05/11, 05/17 in attempt to collect.
  
  On 05/26/2021 a Voicemail was left and an email was sent notifying Mr. **** of our intent to place
  
  a Mechanics lien. This was followed up by a mailed Letter to inform. At this time a DO NOT SERVICE tag was placed
  
  on Mr. ****’s account.
  
  In his complaint, Mr. **** mentions that a partial payment had been sent to us.

  
  
  When the check was received an attempt was made to process the payment and apply it to his invoice using our
  
  automated system. The check failed twice to go through. So the following day it was sent to be directly deposited.
  
  In the meantime, the invoice was still not paid in full and when I spoke with Mr. **** on the 7th he was told that
  
  until full payment was collected that I could not put a stop to the mechanics  lien.
  
  We did not receive another payment from Mr. **** until 06/24/2021. Processing is still pending.
  
  Mr. **** called on 06/28/2021 to request service He was informed that there is a DO NOT SERVICE tag
  
  on his account and that I would be unable to schedule a call for him. When he told me that his call was through his
  
  warranty company I explained to him that the Warranty Process is to call his Warranty company to place a Dispatch
  
  request and that his Warranty company would assign his request for service.
  
   
  
  : Mr **** was aware of the cost of service and was presented in advance, with an estimate of charges

  
  
  : At no time prior to or after his order did Mr. **** call and request a payment arrangement

  
  
  : Mr. **** refused to respond to numerous requests for payment

  
  
  :  Mr. **** did not make payment until he was informed of our intent to place a mechanics lien on the property.

  
  
  : Mr. **** did not make final payment until after he began to experience new service issues. (which incidentally are preceded by major storms in the area)

  
  
  : Mr. **** is a warranty customer and therefore is advised to contact his warranty company for service requests.

  
  
  : Mr. **** called us late on 6/28 afternoon and there have been no voicemails left for us during business hours or with our call service since that single conversation.

   

  We have all voicemails and calls recorded as well as all the mail and emails. These are available per request. There are many and would need to be send in multiple files. 

  Customer response

  07/01/2021

  Complaint: ********
  
  I am rejecting this response because:
  

  On 4/19/21, we were prepared to make payment at the time of service.  However, the service technician stated that we did not owe anything. This led us to believe that the warranty claim had, indeed, gone through.  As a result, no payment was made on that date.  Not receiving payment at time of service would be the fault of your technician.  As of 5/3/21, we had received no indication that moneys were still owed.  Not receiving payment as of the 3rd would be your fault for failing to inform us of your technician being in error when he told us we didn't owe anything.

  When the invoice did arrive via email, we sent a payment from our Credit Union to the company in the amount of $285.00 as we could not at that time pay the full amount.  The invoice that was sent does state that they charge a 1.5% interest rate on late payments, which implied to us that partial payments were possible.  We then received subsequent emails containing invoices for the full amount with no indication that the money already sent had been received or that there was any issue with processing said payment.  Attempts to phone the company were made and messages were left with no response from the company.  After the first few instances of this, no further messages were left as it seemed pointless to do so.  Additionally, no valid email was provided on the invoice and the return email address from the invoice messages is not valid ([email protected]). 

  Additional calls were made until we finally reached a live person, an after-hours messaging service in June. We finally managed to talk to a direct representative of the company the following day.  It was then that we were finally informed of there being an issue processing the initial payment.  They claimed that the payment failed to go through.  We subsequently contacted our Credit Union and they stated that no attempt to process the payment had been made (see attached email document from our Credit Union).  This email would have been forwarded to the company but we have no valid email address for No Problem Heating & Cooling.

  The company states that they have also received the second payment but the response to this complaint is the first word we've had of any issue with processing the payment.  Considering that the Together Credit Union shows that there was no attempt to present the check for payment on the first check, I can only speculate as to what problem they may be having with the second payment.

  In summary:
  

  : We were initially aware of a service charge, but we subsequently by No Problem Heating and Cooling's own technician that nothing was owed for the service.

  : Additionally, after the new part was installed and the zoning system continued to make the same noise, I questioned their technician about why the noise had not stopped.  He stated that the noise was normal in spite of the system never having made that noise in the 5 years prior.  As soon as the unit started making noise, we called our warranty company.

  : There was no indication that an arrangement was necessary as the invoice states a 1.5% interest rate per month is charged for late payments, implying an agreement already being built in to the process.  A good faith effort was made to pay off as much of the debt as possible as soon as we found out that their technician had been in error.

  : Several attempts to return messages were made, but no valid return email was available and all attempts at phone calls were answered by a voice mail system rather than a live person and left messages were not returned.  There was no refusal to respond.  This is obviously, as a payment had been sent in.  A payment, even a partial one, is a response.

  : As shown in the copies of our bank statements and the attached email from our credit unit, payment was attempted prior to the notice of intent to place alien.

  : Final payment was sent prior to our air conditioning going out. This can be seen in the image of our bank statement showing payment on 6/21.  We did not contact NPH&C until nearly a week after that date.

  : After being informed that we were on their Do Not Service list, we did contact our warranty company and they sent out a different company.  This other company found a problem with the outside compressor unit and performed a repair.  Subsequent to this repair, the AC is working fine and the noise from the zoning system as stopped.  It now runs as quietly as it did prior to the initial incident.  This suggests that the part replacement performed by NPH&C was not even the proper fix.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  06/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company "sold" me a maintenance plan ("club membership") that was supposed to provide me with twice-annual HVAC maintenance checks as well as priority treatment of service calls, including 24/7 emergency service. On June 12, 2021, I called their number to request an emergency service call. At that time I was told that they do not in fact offer 24/7 emergency service and that there was no type of club member access to work around this situation. I was told I would receive a call on Monday to schedule service. I have never received a call back, nor was the email that I sent that same day responded to. I have obtained emergency service from another provider and wish to terminate the membership with a full refund since no part of the membership was ever used or honored by the company.

  

  Business response

  06/23/2021

  The customer was a club member that was established on 1/29/21 by a visit to the home for a service call on his system, it wasn't running, and the problem on the visit was maintenance needing to be done on the furnace.   The technician spoke to the customer about becoming a club member which will allow our company to come out and clean/check the system twice, once on the current visit, and a second in the spring.  The club membership is an agreement between ourselves and the customer that if we are afforded the opportunity twice a year to clean/check your system (once in the spring for the cooling system, the other in the fall for the heating system) then we offer a reduction in the service call ($89-$59) and 15% off of parts, and 24/7 service depending on availability.  I explained to the customer over email that we tried to reach out to him on multiple occasions to accomplish his last cleaning available on the Club membership; his spring clean/check.  The customer did not return our calls and we were not able to accomplish his spring cleaning/check.  Had we been able to do this, the cleaning/check would have caught any issues that would warrant a 24/7 call.  The first time we were afforded the opportunity to speak with the customer was 3.5 months after our numerous attempts to contact him.  We as a company currently use Servicetitan for our scheduling.  Servicetitan records all calls to/from the company, and in this case has recorded every attempt that was made by our CSR (*****) to contact the customer.  Call log below, and we can play any of these calls back for BBB/Customer if warranted. 
  
  
  
  ***** *******  Called on 3/22/2021 2:56 PM
  
     Logged on 3/22/2021 2:57 PM  
  
  ***** *******  Called on 3/30/2021 12:10 PM  
  
  ***** ******* lvm to schedule spring cc
  
     Logged on 3/30/2021 12:11 PM  
  
  ***** *******  Called on 4/5/2021 11:07 AM  
  
     Called the customer and log a follow-up
  
  
  
  
  
  We often use the example; It's just a like a car warranty, if you get your maintenance done on your vehicle (oil change), then it will prevent it from breaking down.  In this example, the customer did not return multiple attempts to reach out for his spring maintenance, and now his car has broken down because of it.  Your Club Membership, just like your car warranty; it will become exempt if you do not get your maintenance done.  
  
  The price of the Diagnostic Fee on original call was reduced from $89 to $59 after the customer agreed to the Club Membership.  Also, instead of a 1 time cleaning of $134, the Membership for $179 will include the furnace cleaning on 1/29/2021, and a Spring clean/check.  
  
  The offer was made to refund a partial amount of the visit by converting what was agreed upon for the Club membership to a 1 time visit and cleaning ($134), and an Diagnostic Fee without the Club Membership ($89).  The customer refused and elected to do a BBB complaint instead. We have all correspondence to provide as well between No Problem and the customer if required. 
  
  
  

  Customer response

  06/23/2021

  Complaint: ********
  
  I am rejecting this response because:
  

  I deny receipt of any phone messages and have reviewed my inbound call logs which show no such attempts to contact me. The company attempted to send recordings but the links to the purported recordings were dead links. The company utilizes misleading advertisements and provided no written terms and conditions for the club membership. I am terminating further communications with this company as they utilize deceptive and false practices. Feel free to dispose of this complaint as you wish, as there is no point to continuing debate when only one party tells the truth.
  
  
  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. ↩