ComplaintsforArctec Air Heating and Cooling

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I called Arctec HVAC to repair my furnace. Tech shows up and says I need a part - orders part - it does not fix problem. Orders another part - that does not fix the problem. Tells me I need another part but the part won't be in for at least a month. I call the business during business hours for an estimate to replace the entire system. I do not get a return call for 72 hours. I happened to miss this call but called back immediately leaving a voicemail to his cell phone - no call back. It is 27 degrees outside at night. I finally followed up again 4 days later. The business owner, ******, tells me he never received my call. How can you begin to work on a system and not follow up with the customer when it is so cold out? I paid $642 for nothing. No heat, no follow up, no customer service, nothing repaired in 27 degree weather. Business owner would not take parts back. Parts were installed but never in service. They could have been returned for a credit in spite of a restocking fee. Nothing was negotiable. They just took my money.

  Business response

  01/03/2022

  We did receive a call to repair the furnace.  I spoke with the customer's boyfriend after multiple calls with multiple parts that needed to be replaced and explained to him that there is an order of operation that needs to take place in order to get a Gas furnace to operate.  First on 11/29/21 we diagnosed a bad Inducer motor.  We ordered the part and replaced it one day later on 11/30. After that worked the furnace was able to prove by the pressure switch that the bad gas was being removed and that safety allows the next step to happen which is the igniter to try to light.  The igniter turns on and proves to the system its ready for Gas then the gas valve opens to allow gas to flow and light the flame.  That is when my tech diagnosed a bad gas valve because it was getting power but not opening.  We quick shipped the valve and  returned on 12/3 to replace the valve.  The furnace lighted and worked.  At this time everything was working and heating.  System heated for 4 days and we got another call on 12/7 for no heat and found the Heat exchanger has soot built up inside it which caused the roll out switch to Tripp.  This is not a part that we can access to service and clean and the Manufacturer recommended to replace it.  The quoted us 2-4 weeks to get the part and would not quick ship it.  I spoke with the customers boyfriend who was not happy and explained everything in full detail.  I also told him to call Goodman (the manufacturer) his self and voice a complaint about the shipping.  After our conversation he understood the order of operation in which the furnace had to prove in order to work safely and said he would let Mrs. ***** know.  Mrs. ***** called my office on 12/9 to see about replacing the Furnace and I returned her call on Friday 12/10.  She said she called me back on 12/10 in the evening but I did not receive that call.  She called me back on 12/16 and left me a message and I called her back the same day on 12/16.  She said she was unhappy with how we left her with no heat and unhappy with paying us for all the parts and labor and not fixing her furnace.  She requested a discount and I told her that unfortunately we can not return the parts once they are installed under any circumstance and that those parts would have needed to be replaced in order for us to see that the heat exchanger was bad.  I explained that she can call any other contractor or even the manufacturer and they can explain the order of operation and that no other company would have done anything differently.  I told her that it was unfortunate that I did not receive her message and that at any time she could have called back to my office to get a quote to replace the system.  I explained that I am a working owner and I am in the field everyday working on other jobs not sitting by my phone waiting for calls.  That is why I have an office staff Monday- Friday that can get a quote to her.  At this point she told me that she has someone else to replace her system but would like some of her money back.  I told her did not charge her for the last call where we diagnosed the bac heat exchanger but unfortunately I cannot credit her for parts that were installed or for the time we have replacing them.  I also believe If Goodman had the heat exchanger in stock she would have had it replaced and would not have had a complaint.  

  People don't understand that we do not choose the method in which we fix systems.  All we can do is start from point A and get to Z.  At any time she could have asked my tech to just give her a quote for a new furnace and not have us work on this furnace anymore.  That is not our decision.  This furnace was over 10 years old and at no point did she request a quote for a new furnace until she knew that it would take up to 4 weeks to get the last part. 

  I believe we did our best for this client and got to her very quickly to get her parts replaced until Goodman couldn't provide the last part.  

  The client was given the manufactures number and was told the parts were not returnable under any circumstance once installed and they are more than welcome to call them again to voice a complaint.  We only took money to the work that was completed.  

  Customer response

  02/11/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  I am writing to add the reason for rejection of business owner response to my complaint.  I missed the opportunity once I rejected the response.  Hopefully you can add to the historical communication portion for me.  If not please allow me to respond once more.  

  “I am not going to argue about the order of operation as I am not a technician. I called the business during their normal business hours on 12-7 asking for a quote for a new HVAC system after verifying a new heat exchanger would be 4 weeks in transit.  I received NO RESPONSE FOR THREE ENTIRE DAYS…the business owner did in fact get my call because he did call back HOWEVER IT WAS THREE DAYS LATER DURING 27 degree overnight weather.  I missed that call and immediately called back (within minutes) and left a message which was never answered until I called AGAIN 6 days later.  (This was the call the owner stated he didn’t receive)How can he not follow up with a customer he had been working with?  Additionally the technician didn’t get back to me either after promising to do so via text.  This business ordered parts and and took my money but NEVER FOLLOWED UP!   I had NO HEAT!  And they simply didn’t care.  Consumers need to know this.” Regards, Complaint ID: 16391018    

*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. ↩