ComplaintsforCapital Comfort Services

• Initial Complaint

  03/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This happened on Tuesday, March 15,2022. Capital Heating & Cooling in ******, Alabama. The employee for Capital Heating & Cooling involved was ******* ******. First we were told that there would be a service charge of approximately $150.00 to diagnose and find the problem so that they could give us an estimate... That was not true. They ended up charging us that service charge in addition to another $100.00 for a total of over $250.00. We were not told there would be additional charges above the initial service fee of $150. The tech then not having the exact size of filter and unwilling to order the correct size for our system persuades us to purchase two filters (not the correct size) that were not the correct size as designed for our Trane system. i guess we are to tape these 2 filters together or otherwise they will fall out . The employee didn't even examine the filter. The employee then took pictures out an in of our home without our permission. The employee ******* ****** also was wasting time it felt either to increase the original service charge or just wasn't for sure how to quickly diagnose the problem efficiently.... Our Trane system was under warranty and was less than 24 months old .. The whole encounter with Capital Heating and Air was a bit shady at best. First they get u to sign a bunch of documents on a electronic pad that they do not go over with you (i guess this is what they use against you if you complain about their awful business practices) nor to they print it out for you and explain. We are older couple and i truly feel sorry for any of their customers that they take advantage of. ******* ****** tried to get us with a heavy style sales tacky tactic to get us to approve the $2,695 charge to fix our issue which was under warranty with Trane. To be honest my husband couldn't believe how expensive and shady the whole ordeal was and just paid the man the $250.00 even though Cindy from the office said it would only be $150.

  

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/22) */ ****, We have reviewed the phone conversation from when your husband called in and spoke to *****. We also discussed the situation with our technician, ******* ******. Here is what we found: When your husband originally called in, he stated to our dispatcher, *****, that you had a system you were having trouble with that was under a year old. We suggested that he give the company that installed it a call, because they may provide a labor warranty. Your husband still wanted us to come out and take a look at it. ***** was very clear, explaining two times that the $125 diagnostic charge is just to determine the issue with your system and that any additional repairs would have an additional labor cost. ******* determined that there was a refrigerant leak, which is why your system wasn't cooling. ******* then quoted an additional $115 for the time it would take him to find the leak, to which your husband gave approval. Overall, your invoice total was $268, including filters, which your husband approved. To your next point, your filter size is 25"x32", which is a custom size that we do not carry and our supplier does not carry. We would have to special order these filters, which would be much more expensive than the route that we went. ******* also only took pictures of the equipment he was working on inside and outside. We always do this for documentation on our jobs so that if there are any questions, we can go back and review the photos. Your husband called to request we send the pictures that we took, which we happily did. One of the photos was of the leak that we found in your system. *******, along with all of our technicians, like to be thorough in their work. This explains why he was there for over three hours and has a photo/documentation of the refrigerant leak. After we determined the issue and found the refrigerant leak, we quoted you $2,764 for the following work: - Labor to replace the coil. - Charging your system with refrigerant, which is not covered by the Trane warranty. - Bringing your less than one year old system up to the current code by upgrading the venting, because the company that installed it did not install it to code. This is also a safety issue. ******* would not have received commission for the repairs quoted, so he would have no reason to use a "heavy style sales tacky tactic" to try and get you to proceed with a repair. We were transparent with you every step of the way and suggested you contact the company that originally installed the system to resolve the issue for you at no cost. We would have been happy to answer any questions with a phone call, but instead we will respond to them here.

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