ComplaintsforPerformance Heating & Cooling Services, LLC

• Initial Complaint

  06/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/20, we contacted the company since our AC was covered under warranty. Technician was sent on 6/1/20 to diagnose the issue. The technician spent 40mins waiting outside the house in his car before coming in and barely spending any time to diagnose and let us know we have a leak. This resulted in a $175 diagnostic bill. The machinery to fix the leak was covered under warranty, but we had to pay for the labor totaling $583.   Now, our AC doesn't work and we contacted the company. Technician came out on 6/11 to diagnose ANOTHER leak and handed us $202 bill. We are told to replace the coil, which is not under warranty any longer - but was last year, and plus pay labor ($580).  But they can still somehow get the coil to be covered under warranty.  We asked them to at least refund one of the diagnostic bills.  In response, we received behavior that was hostile, discriminatory and disrespectful. They noted that since we mentioned using BBB, they feel this is a threat and hung up. 

  Business response

  06/24/2021

  RESPONSE TO COMPLAINT:
  
  In 2020, we came out on 6/1. There is always a diagnostic fee for every service call regardless of the time it takes to diagnose. The customer was informed and agreed to it before we went on the call. $75 of this total was for the service call and approximately $100 for a leak search which was also approved by the customer before it was completed. On 6/12 we replaced the coil which was under warranty, but the labor and refrigerant were not. This was also approved by the customer.
  
  In 2021, we again went on a call and there was as diagnostic fee (as there always is to find the issue); this was approved by the customer. The customer approved a leak search on the indoor coil. These are two separate leaks that were diagnosed a year apart. According to testing, when the outdoor coil was replaced the year prior, there was no indication of an indoor coil leak. The system was running as it should. We tried to help the customer out by asking the manufacture to warranty the indoor coil even though it was out of warranty. The manufacturer agreed; this would have saved the customer over $1500. When I called with the quote to install the indoor coil, which was now significantly cheaper, the customer approved it but insisted that our company refund the diagnostic fee and leak search fee. We explained to her that we could not do this refund. At this point she threatened to turn our company into numerous review companies. She made the situation uncomfortable and treated the office manager with hostility at which point we declined to replace the coil because of the situation she created.
  
  The office manager did not hang up on the customer and actually tried to further discuss the situation for some time, but there seemed to be no conclusion. The office manager said, “Thank, you, goodbye.” before hanging up the phone.
  
  THANKS,
  
  Hannah
  PERFORMANCE HEATING & COOLING SERVICES, LLC.
  2070 James Pkwy
  Heath, OH 43056
  Office phone: 740-929-4328

  Customer response

  06/28/2021

  To start off with, we never spoke with Hannah.  The person we interacted with was Kim, who was extremely rude throughout our interaction.  In fact, she even lied that I behaved inappropriately when the technician came out to check the situation - and I wasn't even home the day when the technician came.  Additionally, at no point, did Kim try to pacify the situation, her responses were always short and curt and hence we indicated we would resolve this via BBB - at no point was there any mention of "multiple performance reviews."  And soon as BBB was mentioned, she did hang up the phone on us - there was no "goodbye and thank you."  She didn't give us a chance to say anything, hence why we are complaining.  For future, they should start recording their phone calls to avoid lying to customers.  

  The company has been discriminatory - especially given that my parents don't speak good English, very rude, and at this point, outright lying.  They spent hours diagnosing the issue - for which we paid AGAIN (and something that should have been resolved the first year) and then when we went to schedule the technician, Kim outright told us "no we are not servicing you."  This has been a painful, disrespectful incident and their constant lying is not helping.  And if they had no intention of fixing our problem, they should have never indicated to come out and diagnose - which cost us quite a bit of money.  At this point, we want an apology, our refund of the diagnostics given they refuse to service us and the replacement product.

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