ComplaintsforG&S Heating & Air LLC

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted this Business due to a possible malfunction to an HVAC unit was operating on auxiliary mode. The Tech informed us that we needed a new Thermostat and it was replaced and then the "emergency Heat" mode switched on. The Tech was getting information/instructions from someone over the Phone using the speaker which allowed us to hear the conversations. After he checked the Air Handler, we were informed that we then needed a heat Strip. That was also replaced but the problem still existed. After the outer Unit was inspected, we were told that we needed a "reversing Valve" which is a very expensive item. Upon chatting with someone on his speaker, he was told to "collect and leave" which actually meant abort. We were told that his supervisor will contact us with a price of the Valve with-in 30 minutes but we haven't been contacted at all. We initially paid $275. We hired another Tech to inspect everything and the wiring in each unit were incorrectly wired. We endured the coldest Days and Nights using electric Heaters and also paid another professional to fix the errors. No Reversing Valve is needed. The bill we just received should not even exist with what we endured after being abandoned with unfinished repairs.

  Business response

  01/28/2024

  Better Business Bureau Business Response to Complaint File #21200786

  The customer contacted our business on a Wednesday morning with the concern of one of his two heat pumps was running continuously on auxiliary mode.  The customer stated that he would be home the following day for our tech to diagnose the problem. When our tech arrived on that day, the temperature in the space was 65 degrees.  The thermostat to the unit requiring service was set to Heat calling for Heat Pump and Auxiliary.  The tech found that the thermostat was not sending a 24-Volt signal to the Heat Pump or Auxiliary. A new thermostat was installed, and system operations were monitored.  Upon further investigation on existing equipment, the Auxiliary Heat Strip was open, and the reversing valve was not switching to Heat. A new Auxiliary Heat Strip was installed but the Revering Valve would have to ordered.  Our tech finished cleaning up the work area.  When he attempted to collect on the services that were, at that point, completed, he was informed by the customer that he (customer) did not have enough money to cover the cost of both, the new Thermostat and Auxiliary Heat Strip.  The customer was only able to pay $275.00(parts and Labor) for the new Auxiliary Heat Strip.  We would have to bill him for the $365.00 (parts and labor) for the new Thermostat.  In light of the customers inability to pay in full for the services completed, the quote for a new Reversing Valve was not given in a timely manner.

  Unfortunately, we were unaware of the customers continuing situation as we received no further contact from them.  We regret not having the opportunity to work with the customer and rectify the situation. We sincerely apologize for any discomfort or inconvenience the customer experienced.

  We will issue the customer a refund in the amount of $275.00.

   

  Customer response

  02/07/2024

  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.
  
  
  Regards,

  Complaint ID: 21200786

    I attempted to contact the business with no response. I can understand the mix-up. We were informed that we could pay the amount at a later date. But, the Reversing Valve was not the problem. The wiring was incorrect for the Unit, Thermostat and Air Handler which all had to be rewired to for all to be in-sync. Not sure what I am supposed to do at this point but thanks for the refund.  
  

   

   

  Business response

  02/26/2024

  Complaint #21200786

  As stated in the original complaint, we were not given the opportunity to work with the customer to rectify the situation as it stood. Disregard the $365.00 invoice.

   

*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. ↩