ComplaintsforFaith Heating & Air LLC

• Initial Complaint

  09/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  09/30/2021

  Hi my name is ****** ********, I'm responding to the complaint received by Ms *******. I talked to Ms ******* about a heatpump system she was looking to purchase. I gave her a verbal estimate which was much lower than she got from other people she called. Also I told her that inventory was low on a lot systems so it may take a few days. The estimate I gave her included all fees that was needed for the install, which see agreed upon. Also she told me on the day of installation that no one would be home before 3pm which I told her that the job would take at least 3-4 hours. To cut time down we asked if we could go earlier to install the outside unit first which she agreed and left the fence unlocked for us. We completed the system and gave her the invoice and showed her the system we installed. I informed her that I did not have room to take the boxes that the new unit came in, and informed her that if the trash company didn't take them that I would come back and get it. Also I sent her a text of the warranty info which clearly states that the unit have a 10 year warranty. I think it is very unprofessional to report me and not even call me and ask me first, but after talking to her sister I see that this is how she do business. She was referred to me by her sister who has never had any problems or complaints with my services. She agreed to the payment I told her that's why she had a cashier check for the correct amount. Also her sister unit was installed 4 years ago and of course prices go up. I do not wish to give back anything that was agreed upon.

  Business response

  10/15/2021

  Re: ******* ********

  FA

  Faith Heating Air <***************************>

  Fri 10/15/2021 7:57 AM

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  To:

  •  Lisa Hartman

  Good morning,  IM responding to the complaint from Mrs *******. 
  

         I have read the letter that Mrs ******* wrote,  I really hope that she can understand that prices change from time to time especially after a year. She can't expect for my prices to be the same as it was years ago when I installed her sister's unit. This is why I told her what her price was before we ordered anything. She agreed with my price and we moved forward. My price did not change ,she was charged exactly what I estimated to her and did not have a problem paying even after we showed her the new system and how it was installed and worked. We showed her how to replace the filter and the full operation. At this time she was pleased. I'm sorry that she feel that we took advantage of her even though we worked around her schedule to get the job done in a timely manner.  As for the old  parts. Most new systems are  installed to existing ductwork and electrical, the only time we would change out anything is if there is a problem with it and of course it would be an additional cost for materials and labor.  It's just like you put in a new sink or toilet in your house the plumber would not change out the drain, he would use what is already there. We agreed upon a price and that's what she paid.  Unless there is a problem with her new system and I didn't come to resolve the issue,  I don't understand what is the problem.

  Customer response

  10/19/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: This letter is in response to your letter and response from ****** ******** in which I received on today. October 18, 2021. Note that the letter that you sent me is dated October 15, 2021 (see attached letter from you). 
  First, I feel that Mr. ******** has been very unprofessional in the manner in which he handled business with me. Further, I had a brief conversation with my sister on 10/4/21 and she denies the things that Mr. ******** said about me. Moreover, based on several conversations I have had with my sister?? I have discovered that Mr. ******** is being dishonest with what he told me on August 31, 2021, and what actually occurred. I feel very uncomfortable with having Mr. ******** do any work for me at this point because of his manipulation and tactics used to take advantage of me. He did not tell me that the old parts would be used to connect a brand new system until after he received my money. It is typical for businesses to tell the truth to customers prior to installing any type of equipment to a customer's home; and to provide refunds when customers are dissatisfied with products or services. Mr. ******** led me to believe he was putting in new parts to a new system; he told the truth after the installation and he had received my money. 

  Also, Mr. ******** never mentioned any fees; he discussed shipping charges during a telephone conversation on 9/9/21 after installation and after he received payment (NOT shown on invoice). This is a form of manipulation, and I am very dissatisfied with his services and what he has done at my home without my prior knowledge. I never agreed to pay any fees; that is very untrue. Note that Mr. ******** t.old me that he did not replace any old parts ( which are over 13 years old) until after he received payment. I hope Mr. ******** will never treat a customer the way he has treated me. Mr. ******** led me to believe he was putting in new pa.rts with the new system. I was not informed of the situation of the connection of the new system to old parts until aft.er he put in the new system (and after he was paid). 
  I never agreed to pay a total of $5,036.37 for installation of a brand new unit to be connected to old parts that are over 13 years old. Further?? Mr. ******** did not work around my schedule. He wanted t.o do things his way. Also, I never told Mr. ******** that I was pleased with anything. It is sad for a business owner to cover the truth about a situation prior to any work being done or payment received. 
  I continue to request $700.00 refund for overcharges due to manipulation and taking advantage of me (a woman), and dissatisfaction of service; the total requested includes $400.00 for miscellaneous minor items that were not needed because all old parts were used to connect to the new system - and I was charged for it. Also; $300.00 for overcharge in labor. Also, I continue to request a written warranty to be sent to my email as Mr. ****** ******** told me he would do. Note, I have not received the warranty information to my email to date (for my records). Therefore, the complaint has not been resolved. 

   

  Regards,

  ******* *******

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