ComplaintsforECO Heating and Cooling, LLC

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing about the subpar business practices of ECO Heating and Cooling. Earlier in the month, I contacted ECO Heating and Cooling for a second opinion about replacing an A/C unit at my place of business. A different A/C company had stated nothing could be done to repair the unit. The ECO Heating and Cooling technician examined the unit and stated that while the unit was old it just needed freon and it should continue to function. I was thrilled to hear that and approved the work. Costing $440. Another unit of mine was malfunctioning at the time, and I asked for help with that unit. Again, the stated problem was with *****. I approved the work at another $400. I additionally offered more work in the form of preventative maintenance on 4 other units at the cost of $400.To make a long story short. None of the maintenance remedied the problems. Neither unit performed as the technician stated they would. The first unit was eventually replaced. A technician (the one that stated the unit needed replacing originally) stated that filling the unit with freon was inappropriate as the problem with the unit would have been evident had ECO Heating and Cooling conducted the proper diagnosis.The second unit that ECO Heating and Cooling performed maintenance on did not work correctly either. The original technician replaced the capacitor and had to reduce the amount of freon in the 2nd unit, because it had been over-pressurized by ECO Heating and Cooling, for the unit to operate correctly. To date I have paid the preventative maintenance fee of $400, although I have reservations. I have asked ECO Heating and Cooling, via email, on two occasions to reconsider the remaining bill of approximately $840. I submit that the bill is inappropriate due to a lack of correct diagnosis and no difference in functionality after maintenance. I am struggling to understand what "services" I am being billed for at this time.

  

  Business response

  06/03/2024

   

  When ******************** scheduled the first appointment, it was understood the unit needed to be replaced due to the age of the unit and its increasing issues.  Our technician offered the services he provided as a way to prolong the life of that unit and temporarily delay the cost of purchasing a new unit. This was explained to ******************** and the services were completed with his permission.  ******************** called back the next day and reported the unit was not working again. The technician came back out, checked the unit, and provided a quote for a new unit (with no service call fee for this second visit) that included a discount of the exact difference of the freon due to the short time it had been since the technician provided the service.  We were then told by the customer that he received a less expensive quote from another company.  In response, we continued to try to earn his business by requesting a copy of the quote on the competitor letterhead to verify the quote was for the same exact unit we presented. We did not receive a response back to this request.
  
  
  The second unit was low on freon and was filled by a set of freon gauges to the correct amount.  Adding freon is a completely different service than replacing a capacitor, which was running at the time the technician was on site, that we were later told was the problem by ********************. Since we would not adjust the billing, ******************** began to email threats stating he was filing complaints and leaving bad reviews about Eco Heating and Cooling even though he purchased a maintenance plan for 2 additional units at his business after the services he is avoiding payment of were received. Now, he has even add to his complaint that a third technician reported it was overcharged with *****.
  
  
  Furthermore, when ******************** requested to cancel the regular maintenance plan. We advised him that we recommended he continue the plan and informed him there was no refund due to it being a discounted service and the first visits had already been completed.
  
  
  Our payment policy is that payment is due at time of service.  Once your payment is 30 days past due, a 5% late fee will is added to the account. ******************** currently owes a balance of $840 that was due May 9, 2024 and will be charged the additional 5% on June 9, 2024

  Customer response

  06/03/2024

   
  Complaint: 21777523
  
  I am rejecting this response because:

  About the first unit the technician stated, It will need to be replaced soon but we can squeeze another year or two out of it. He was mistaken and conducted work that did not correct the issue. 
  

  On the second unit, as a lay person, I clearly dont know the ac unit needs. Thats the technicians job. He over pressurized the system with ***** and did not correct the issue. Coils, Freon, or capacitors I dont know what to do to fix it. Thats your job. You failed to correct the problem each time on each unit and you want to charge full price. 
  

  I sent you a very polite email the first time asking you to reconsider the price. It was ignored and only full cost offered. I was merely stating my course of action moving forward, not threatening. Being ****** polite did not get my ac units fixed, your technician was rude to my office manager, and you continue to insist on full price for ZERO change in the state of the ac units. 
  

  Imagine going to any other business, not being provided a tangible service, and then that business demanding full price as if they had.

  
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