ComplaintsforCraig Air Conditioning

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3-25-2023 I called this company during the week to inquire about how much to come out to find a leak in my AC system. I was told it was a $95 diagnostic service fee to come out and take a look. Instead they came out filled my unit with ***** after multiple phone calls and me steady telling them I need to find the leak and them asking me what was wrong with it they still did not even bother to search for the leak as I asked many times This was the main reason to have them come out in the first place. It is a waste of time putting freon when it will just leak back out. Why fill the unit knowingly that you were told there was a leak and it needed to be looked at. It was even acknowledged he even said oh yeah you do have a leak. I asked did they find it he says no. So I asked again when will they look for it I was told they come back out sometime during the week to find the leak. Like what you charge me for freon and did not even bother to look for the leak what a waste of time and money. If I had known they were not coming to do the diagnostic check as I was told the fee was for I would have called someone else. It is very frustrating when you're expecting the service to be done that you call and kept asking about to not even be bothered to be looked at and found. So frustrating as if I don't deserve their time or my money not good enough for them to even bother to look and find the leak. So very much non-business-like. I was told I'd get a text when they got back to the office for them to come back out to look for the leak. WHY!!! When my understanding and I made it clear this trip was for the diagnostic to be done. How you going to do the total opposite of what I had asked in the beginning. To pay for a job that was not done and the leak is still there is so annoying. I don't have money to waste nor time. Now I have a unit with freon that is still leaking out and nothing was done to even solve the leak before the freon was added. He left as if he did not even care if my leak was found or not and no text or anything. I refuse to pay another 500 for freon when the leak should have been found first and addressed before filling with freon. I could have taken that money found a company to come out do the job that was discussed had it fixed and then had freon added now I am stuck still with a leaking unit and a fee for freon that is not going to solve the issue. I even read the reviews before I chose which company to call and to get a slap in the face with freon filled unit that is still leaking and a walk out the door as if the job was fulfilled is very disappointing. Refund for half-done work/diagnostic work that was not done. OR to do the diagnostic work that was asked to be done from the beginning. I am not paying again for no more freon. All I asked was for the leak to be found the freon was for after the leak had been found and discussed a fix for it. UGHH!! Messed up my whole weekend. Very disappointing.

  Customer response

  03/27/2023

  Now he claims my unit will be hard to find a leak on which he never discussed or mentioned anything about it. So instead of talking to me about it before he decided to add freon and charged me is unacceptable. Now having to repay someone else and for more freon again which is gone out makes no sense at all. I feel like since I am a woman I was taken advantage of and nothing I asked was heard and blown off. He failed to communicate with me the issue or look at the unit. instead he decided to proceed with his own way charge me for service I didn't inquire about. I deserve my money back and he deserves to get nothing because it was his choice to ignore all the conversations we had concerning the leak. Did not talk to me about what was going on or about how hard he think it would be to find leak. He told me he dealt with many different types of leaks and he been in business over 30 years. Now all of sudden my leak will be hard when he never even look to see. I was not given an option to decide how I wanted to proceed. Instead he proceeded in his own way and told me nothing. I was told $95 diagnostic fee and he would discuss with me the issue which he never did so unacceptable. Wow. I never thought all reviews I read ai would end of on the screwed side of things.

  

  Business response

  04/05/2023

  I offered the customer a complete refund. I asked to set up an appointment to reclaim our refrigerant and we would refund their money 100 percent no questions asked. The customer refused our offer. 

  I received a call requesting freon. I was asked about the leak when I was there. I explained leaks were not diagnostics, leaks require the system to be taken apart and we had an appointment set up for me to return. I often find leaks on diagnostic calls, but it doesn't happen every time. It depends on the system, there are many variables in this work. This took place on a Saturday at 4:00 in the afternoon. Monday morning, I received an email with this complaint. I immediately called the customer, and they didn't answer. I sent a text and received a reply. I apologized for the miscommunication. I offered to find the leak; I offered a refund. The customer said they would figure out the problem. This is unfortunate because we work hard to satisfy customers and maintain a good reputation in our community. I read reviews and research myself when I need work done. My offer stands to the customer, Ill do what I can to help them out. I'm a good person with 35 years' experience in business. I know what it takes to repair and maintain air conditioning. I have the text messages for the customer if I can upload I will. 

  Customer response

  04/06/2023

   
  Complaint: 19855546
  
  I am rejecting this response because: When I originally spoke to him the first thing I asked was the price to come out to find a leak. I never told him anything about filling up my unit he chose to fill it up on his own. When I called him back the day he told me he was coming out and never showed up or bothered to call he asked again what was wrong with it and I again told him there was a leak. He told me $95 diagnostic fee never once did I say anything about freon a total lie. Each call was about finding a leak and he told me how many years of experience he had in finding leaks that is why I chose this company and the good reviews. If I said fill with freon I would not be unhappy. I said over and over find the leak. He said he would look at it and then discuss what was going on with my unit. Once he got this notice he sent me text saying my unti would be hard to find a leak on. Oh wow really when you never attempted to even look for it as discussed. I had $95 which I was told I needed. Nothing was discussed about no freon only a leak to be found. How will he reclaim freon when there is nothing to reclaim. I told him it had a leak day 1 when I was calling around to more than just him to compare prices and again when he told me to call him back on Saturday morning and again when I had to reach out to him when he never showed up. Makes no sense at all. When he was in my house I asked him did he find the leak he just stood there like a deer in headlights and said no but you do have one. Yes before you showed up I told you again when you asked again what was wrong and I said it has a leak. But instead he chose to put freon on his own easy way out and did not do the service that was discussed. How you go from $95 to  over $400 which I was never told anything about nor was discussed. There is no freon to reclaim I told him there was a leak. Stop trying to blame and use miscommunication when you knew exactly what I asked for even before you came out within 30 mins of the last call. If you did not want to do the service discussed to find the leak I could of saved you time and trip and found some one else. Now I have to pay another company to come out and look for the same leak I asked him to do for $95 and pay again for more freon which is now gone. Rip off company will be reported in more places for sure. This is truly unprofessional and a rip off taking advantage of me as if I was not worthy of the same service as others. Take responsibility for the lack of services that were supposed to be done and discussed. He knows nothing about freon was discussed. Bad business. I am not going to waste my time if services that was discussed was done properly and they were not even attempted to be done instead a choice of his own was done and never discussed with me. $95 was the price given to me. Again there is no freon to be claimed soon as he chose his own way of services freon is gone. Why would I ask for freon when I know and you knew reason for coming out was to find the leak even 30mins before arrival as well. Make it make sense. Own up to your faults. I am so disappointed this company wants to lie and not own up to their faults. Can not trust no one especially this company.
  
  Sincerely,
  
  *******************************

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