ComplaintsforThomas Service Company

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Quoted a price then charged higher....capasitor part and cleaning hour labor charged over 1000$...cleaning not done ...occupants resources used but not reimbursed....THOMAS hvac refused to adjust payment...

  Customer response

  06/03/2024

  They could not give me a accurate quote before they charged me without my approval. I ASKED for text or email of invoice..They did not send...only a week later after asking multiple time did I finally see my bill....I was told 99$ services fee...I was charged 150$....I was told they were gonna clean unit ...$468...pictures attached show dirty unit...I am asking for adjustments of $50+468...to be reimbursed  to me...

  Customer response

  06/03/2024

  I was charged before I obtained a invoice...I asked for email and txt invioce they didnot give...Finally after repeated calls a invoice was mailed...On the phone I was given a quote of 99$ service call....I was billed higher.....$150....the unit was not cleaned and leaves debris trash are on coils at the bottom of unit..see attachment pictures..I am asking for 50$ off service diagnostic fee and refund of uncleaned HVAC unit...$533.70....I had asked for adjustment in my bill and ****** refused.

  

  Business response

  06/25/2024

  Date Sent: 6/24/2024 1:24:38 PM
  good afternoon.  After review this is not a customer of ours and the invoice attached to the complaint is from Thomas service company and that is not us.  It was a company in ********   

  

  Business response

  06/25/2024

  6-25-2024  Please disregard the first business reply. I have not idea who sent that. It was not Thomas Services. Below is the reply from ***************************.

  Customer agreed and approved *********************** by phone with the technician. The service fee was not $99 it was $150 (rental property management service fee). His claim that the issue was not fixed is incorrect. The system is cooling and functioning. Compressor and evaporator coils were cleaned as indicated on the invoice. The customer has spoken with our office several times on recorded lines, so his claim that he has not been able to reach anyone is incorrect. The customer called and asked to speak to a manager on a recorded line. He was not happy with the cleaning. There were leaves and debris in the bottom of the unit; however, the coils were spotless. This was even indicated on the picture that he posted. He never once said the unit wasn't cooling. I believe the confusion is that the customer expected the whole unit to be cleaned. A total unit deep clean is a different price that was quoted and paid. The manager was not available at the time of call, and when our office contacted him, he told our team to create a new work order for another tech to go out. Customer called again. The manager called him back and listened to his complaint and said we would come back to clean it to his satisfaction. ******** continued to complain and threatened social medial backlash, yelled, and screamed at the manager saying he wanted his money back. He would not allow us to come back out to clean out the debris; therefore, we were not allowed the opportunity to satisfy him. The work order to go back out was cancelled, and he was placed on the do not service list.  We performed the services that we charged him for. The unit was functioning and cooling properly, and the coils were cleaned. 

  ***********************.

  Customer response

  06/26/2024

   
  Complaint: 21734621
  
  I am rejecting this response because: coils still have dirt leaves and debris  against them...I have asked for a deduction or discount in sub-par  cleaning....****** rejected..
  
  Sincerely,
  
  ******************

• Initial Complaint

  09/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Thursday, September 23, 2021, a service tech from Thomas HVAC ("T-HVAC") came to our home in Gurley, AL, to complete annual maintenance on our HVAC system. As part of the service, T-HVAC identified the need to replace parts in our system, the cost of which we acknowledge was not included in our annual maintenance contract. We confirmed we will pay for the parts, but we objected to T-HVAC charging a separate "service call charge" of $185.00 related to the replacement of the parts since the service tech had the parts on his vehicle. Subsequent to the service tech "completing" the maintenance, we discovered that the upstairs unit is not working. We reported the issue to Thomas HVAC and they are refusing to complete the maintenance work until we pay the separate invoice for parts and service call charge. We have confirmed we will pay the full invoice, but want the maintenance work completed first. T-HVAC is refusing to complete the maintenance work.

  

  Business response

  01/20/2022

  Business Response /* (1000, 15, 2021/11/03) */ We are sorry that this issue has escalated to this point. As per our company policy, we always get customer approval on up front pricing before we complete any work. On September 23, 2021, after the routine maintenance, the customer was made aware of the additional issues that were not covered by the service agreement. We presented the customer details on the work to be performed and the price. Our technician and service manager received approval confirmation from the customer to complete the work. After the work was completed successfully, the customer began to dispute the invoice and refused to pay for the invoice which was agreed upon. The technician left the home without payment for the agreed upon additional work. This payment was eventually received by mail in the coming days after. Payment has been an issue in the past as well, as there is still an outstanding open invoice from a service call on July 21, 2020. As of November 3, 2021, we have sent a letter to the customer dismissing the outstanding invoice and wishing the customer well in the future. Consumer Response /* (3000, 17, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thomas HVAC fails to mention that they left our a/c units non-functional upon leaving our home after the September service call. They refused to return to rectify the problem they created, and we were forced to engage a new firm to repair the damage caused by Thomas HVAC. We will NEVER utilize their services again, and we hope others will be warned about the shoddy work and questionable practices of Thomas HVAC. As for the claim raised regarding a phantom invoice from July 2021, the first time we receive notice of this claim was on Saturday November 6. We will review our records, and respond to that once we determine if there is any validity to the invoice - which seems doubtful as we were never billed or notified of the claim. We have no confidence, whatsoever, in Thomas HAVAC management, and we encourage all to be forewarned regarding their business practices. Business Response /* (4000, 19, 2021/11/08) */ This rebuttal is false. Our technicians left the customer's home with the units working and fully functional. The customer even allowed us to leave the home with no issues. Once we completed the work, we requested to be paid and the customer delayed for several days. We received a check in the mail a few days later with "THIEVES" written all over it. We made a recommendation to replace one of the units and the customer did not engage us in this work. All agreed upon maintenance work was completed. The customer has been hateful towards our employees for some time, including arguing over agreed upon work and yelling and screaming at our employees. Please note that we do not initiate any repairs until it is approved in advanced (up front pricing). In good faith, we also have dismissed the outstanding invoice and agreed to part ways. We wish the customer nothing but the best. Consumer Response /* (3000, 21, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) As per the norm, Thomas HVAC lies. We reported the problem they caused the same day their technician left our home, and they refused to return to correct their errors. That was the basis for our original complaint. We will gladly provide a report that documents Thomas HVAC's errors from the firm we engaged to clean up those errors, as well as a referral to anyone unfortunate enough to continue working with Thomas HVAC. Business Response /* (1000, 24, 2021/11/09) */ We in good faith have dismissed an old outstanding invoice (written off on our end) and just wish to continue servicing our current customers. We have wished that particular customer the best and truly mean that.

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