ComplaintsforChrome Heating & Air Conditioning LLC

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Chrome rep stated that free quarterly maintenance for 5 years was included in the price and if the **** system was paid in full before that; the free maintenance would stop. I asked if a filter change was part of the maintenance and was told yes. I have already had one maintenance review in which a filter change was performed free. I recently scheduled a maintenance review and reminded the rep on the phone of the free filter. She said yes and I will tell the tech to make sure they have a filter. The tech not only came without a filter but came with a plumber to check shut off valves which was never requested and my recorded call will confirm. The plumber broke the pop up in my guest bathroom and billed me for the repair. I have pictures to prove a new break. My pop up is on back order from *****.... The manager has been less than apologetic but has offered to pay for the pop up but offered no apology because I wasn't there only my 31 year old daughter....insult! She also offered for the plumber to come to install it...absolutely NOT. During the install of the unit the then plumber wrapped the pipes with duck tape which eventually gave and water started overflowing under the flooring. When I declined and recalled the incident the manager said I'm just hearing about this now...still no apology! I also have pictures of that. I plan to change the flooring but not today but I let that situation go. In addition the manager does not want to honor the quarterly filter change that the tech sold as part of the deal and was provided at the first maintenance review after the tech called for assurance. She said they wouldn't make if they change the filter for free. I don't see how that becomes the answer. The manager was rude and dismissive. I want what I was told by the rep and provided during the first tech. Your assistance is greatly appreciated. Thank you in advance.

  Business response

  03/08/2023

  To address the **** Maintance: 1st off the maintenace is free for ONE year only,not five years. FILTERS are never included, due wear and tear, this is the homeowners responsibality. We will however replace customer provided filter at the time of the maintenance.
  
  Plumbing pop-up assembly was damaged at the time of the maintgenace call, however in our effort to provide excellent customer service we agreed to replace that for free. The cost for the pop-up assembly was about $15.00.
  
  Please elt ** know if you need anything further.

  Customer response

  03/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As you can see from the response; a seasoned manager would never say "first off". That makes one of my points. I am requesting that the salesperson be asked what he said and sold to me. I definitely remember the salesperson telling me not to pay off the unit before the five year maintenance agreement or the maintenance will stop. I also asked him about the filter and that is when he said it was free and I can get it replaced quarterly during the quarterly inspection or buy one and replace it myself if I feel it should be replaced sooner. Again...during the last inspection the technician made a call to check if the filter was free and was obviously told yes and it was replaced free. I would like you to check your records on that first visit. It is my understanding this was a new program and full knowledge of all the particulars were not clear....per the salesperson. I am also requesting that the install by the plumber be addressed in which electrical tape was used and my floors were flooded. Those pictures were sent initially. Even if the salesperson made a mistake with the information provided during the sale the company excepts the mistake and provides training. Agreeing to $15 is insulting at this point and is in no way a halfway point in resolving this gross situation. I would suggest to anyone using your company to record the salesperson and add what he is saying to the contract.

*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. ↩