ComplaintsforSimons Heating and Cooling, Inc.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We paid for service on two different units. First issue, Someone came in August of last year because we were having issues. We were told the thermostat was the problem and also a small leak. Replaced the Thermostat which wasn't the issue because that one works just fine currently. We were told the leak was small and would be ok for a while so we had time to make some decisions and there was potential for another leak but he wasn't sure. Machine still wasn't working properly. charged $300 for Dispatch! Then someone came because we had a smell I thought was coming from the AC. He offered to sell us an air purifier. I said we weren't interested but then he talked my boss into it anyway. (honestly that's on my boss , but I didn't love that it got pushed anyway after I said no.) That wasn't the smell problem so it was a waste of money . charged $175 for dispatch? We then had someone come in April to fix the leaks and was told refrigerant needed to be added. The machine still didn't work properly. 3 lbs was added. charged $145 for dispatch this time? Next. Our other unit was spitting Ice. I was also told this unit had a leak and refrigerant needed to be added. I was told they need to come back to fix the branch box. 2 lbs of refrigerant were added. I set up an appointment which was canceled the day before because it was going to be a "two" person job. We reschedlued but then I canceled because I had honestly had enough. I was sick of spending money and not having things work. We called another company That said there was actually a problem with the TXV. He fixed it and had to REMOVE the refrigerant.... The refrigerant we just paid for. It took 20 minutes to fix the other unit which was supposed to be a 'two man job'. The wires were simply crossed... I am also confused as to why the dispatch charge is different every time.. We have spent over $600 in dispatch fees and about $4000 in total just to have to pay someone else on top of that to fix things

  

  Business response

  09/27/2023

  ******** and *** ****** ** ********, We are sorry to have disappointed you over the course of the last year. We certainly have not remained in business for all these years by adopting the practice of misdiagnosing or overcharging our customers. Does your boss and the owner of the company we serviced feel as though we did not do a professional job servicing the broken equipment at the bar you work at? To address the dispatch fee discrepancy, in The ******** timeline in our customer database, I see that we were at your establishment 4 times since August of last year. The second visit we waved the dispatch fee, and the 4th visit we charged too little. The reason the dispatch fee varied was because the technician accidentally charged the wrong amount the last time- he charged residential rates rather than commercial, so you saved money because of this mistake on our part. Regarding the initial $300 dispatch fee, we are not sure why that was the rate given to you by our since-retired employee, and we also use a new system now. I do see notes in there by her that you agreed to this pricing prior to our crew coming out. I do understand that this inconsistency is confusing and frustrating, this is certainly not typical for us.  Additionally, the last time we had been scheduled to come to your business and try to service your equipment, our crew drove all the way there and no one showed up to let our technicians in to do the work. You then requesting us to come back during after-hours, yet did not want to pay our after-hours rates. It was requested that we come at 6:30 at night when the bar opens, which is after our regular hours of operation and it would be too busy in the building for our technician to be in and out trying to work on the system. We were trying to help you get your units running properly as best we could, yet you did not seem to want to work within our standard business operations. The ****** ***e air purifiers will certainly help with creating cleaner, more healthy and better smelling air, and we have many customers that have told us this, in addition to the 1000's of people around the country who use them. Perhaps what **** should have also proposed to your boss was an air duct cleaning. Having this done, along with the installation of an air purifier, is the best way to help with smells related to HVAC systems. It is his job to present these options to all of his customers, as they are big improvements to people's indoor air quality. Him speaking to your boss, the owner of the building, is not a misdoing on his part, in our eyes. He was trying to address your complaint about the air smelling bad. Thank you for your time and your business and I hope that these explanations can help resolve any confusion or disappointment.   Best Wishes, The Team at Simons Heating and Cooling

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