ComplaintsforSpecialty Heating & Cooling LLC

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a house in King **** in 9/21. I started having problems with the touch tone keys of the Carrier Smart Thermostat in my home which was installed in 11/2017 (according to the warranty left by the previous owner) The warranty further stated there was a 10 yr guarantee on the thermostat for the previous owner which was reduced to 5 yrs for the 2nd owner (me). I called the above company and was told by **** I would need to pay $170 diagnostic fee and if thermostat was determined to be defective, they would order another one and I would pay and additional $100 for a 2nd visit to install it. My son called to confirm this and was told the same. When the tech arrived today (3/17/22) I was informed I needed to pay an ADDITIONAL $373 installation fee. He was at my house less than an hour. **** lied to me on the phone about the costs. I was told $270 at the most for 2 visits. I was charged $543 and upon my son's 2nd call, **** said he was fine with that charge. Appears to be deceit and fraud involved here. I was emailed the receipt/quote AFTER the service visit.

  

  Business response

  04/06/2022

  To whom it may concern,
  
  We are sorry to hear that there was a misunderstanding regarding the pricing on our work. Our pricing is always stated up front and requires client approval before the work is started. The charges that were discussed up front were the $170.00 diagnostic/trip charge to come out and diagnose the problem and a $100.00 return trip fee that was quoted was to cover the travel time for a secondary visit if needed. We did not charge this secondary fee.  The client was billed for the $170.00 diagnostic fee and the $373.00 labor/warranty processing for a new thermostat installation, set up, shipping, and paperwork processing for the warranty. All of these charges were approved by the client.
  
  This BBB complaint was issued by the customer on the same day before we were aware there was an issue or concern with our pricing and service.  We have been in business for 37 years with zero BBB complaints.   We consistently take care of our customers and can always find a resolution that is fair for the situation.   Resolution - After the clients son called into to our office the same day as the service appointment to express their concerns about the pricing with our service manager we refunded $100.00 of the service call back to the client with a note expressing our gratitude for their business.    The check has cleared our bank account showing the customer accepted the $100 refund on March 22, 2022

  Regards,

  ***************************

  *************************

   

  Customer response

  04/06/2022

   
  Complaint: 16909155
  
  I am rejecting this response because: I called around to other certified Carrier dealers about my thermostat and only accepted their appt because they were the ones who installed it and it was still under warranty. There were two opportunities for **** to quote the $373 installation fee on the telephone (once with me and once with my son) and neither time did **** do so.  I was only told there would be a $373 installation fee AFTER THE TECHNICIAN ARRIVED AT MY HOME AND AFTER i HAD INCURRED THE $170 DIAGNOSTIC FEE. Since the technician arrived with the part I was expecting to pay only the $170 I was quoted over the phone. My son was also in shock over the installation fee and called to complain. The part was a thermostat. It was early March and still cold.  Since I had already incurred the $170 fee I felt that I had no choice but to pay the $373 and get my thermostat (still under warranty) installed. It was bait and switch. The technician (*****) said it happens to him all the time. Especially with repair work under warranty. If you read the yelp reviews, other have had the same problem with this company on repair work and prices. They basically charged $500 per hour and I NEVER would have accepted their appt if they had told me over the phone the installation fee was $373. It is bait and switch as clear as can be. I am still asking that the entire installation fee of $373 be refunded to me. The balance being $273.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/06/2022

  We appreciate **************** business and contacting us to complete her warranty work.  Unfortunately, there has been a misunderstanding regarding our pricing and how warranty work is priced and completed.   We disagree that this is in anyway a bait and switch.  We always stand by our work and our reputation over the last 37 years of being in business and doing right by the customer.  We are a Carrier Factory Authorized Dealer that adheres to ethical business practices resulting in being recognized by Carrier as a 13-time Presidents Award Winner. 
  
  Resolution:  We will make sure that our staff is aware of the miscommunication with **************** and her son.     We will issue a check for the amount of $273.   

   

   

*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. ↩