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ComplaintsforPayne Air Conditioning & Heating, Inc.
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Complaint Details
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Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Payne Air did a good job installing my AC unit. However, when I called for service on 7/1/2024, I experienced very poor customer service. Despite being the original installers, they now refuse to service my area and suggested I contact another HVAC company. The manager was also unhelpful. Initially, they incorrectly told me my warranty was out of date. After being passed around, another representative confirmed my warranty was still active. Yet, I was told they no longer service the ******* area. It is frustrating that the company who installed my AC unit now refuses to service it. One would expect them to stand by their work and provide ongoing support.Business response
07/02/2024
Our records indicate that our company did not install the equipment for this customer. We show the equipment only (no labor or materials) was sold as a direct purchase to an employee. If we installed the equipment then we would have a signed contract by the homeowner along with a receipt of payment of which we have neither. We only have record of payment from the former employee for the purchase of the equipment. My assumption is the now former employee installed the equipment at this residence himself and without the knowledge and/or approval of management. Our office is located in ******** and unfortunately we do not provide services to the ******* area.Initial Complaint
02/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a Payne Gas Furnace on 22/8.2014 it was under warranty, it stopped working Jan 10th 2022,I called ******************************* after checking the service man said it had poor workmanship and Exchanger was cracked all over he said it was because the vent had a down elbow on it and it should have been venting straight out, apparently that caused moisture to return into the furnace causing the cracks.I paid 149.00 plus tax for the first call and later that day 169.00 for the second call.They installed a new Payne furnace Jan 14/2022 and that cost me $6522.36 I am not complaining about the service I just do not see why the warranty on the old furnace was not considered, through no fault of mine the furnace broke.Business response
04/01/2022
Business Response /* (1000, 5, 2022/02/24) */ Hello ******, I believe you're trying to reach the equipment manufacturer, Payne. We are actually an air conditioning contractor located in Lakeland, FL who ironically shares the same name as the equipment manufacturer. We provide service to customers in the Central Florida area and seeing you're in Pembroke Ontario that would be well outside our service area. We are essentially the same type of company as********** / Valley Refrigeration. My recommendation is to contact********** to get the best contact information for the equipment manufacturer, Payne, since they sold and installed the system for you. Hope this helps! Thanks! Frank L******* President Consumer Response /* (3000, 7, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello,I accept the response from this Business,The registration paper I have shows ************************************************ phone number 1-888-41PAYNE,the serial number of the Furnace was ********** Model number************** Installation date 8/22/14. I hope this helps. Business Response /* (4000, 9, 2022/03/04) */ Hi ******, you have the equipment manufacturer's correct website and phone number so I suggest reaching out to them directly. For comparison, our company's website is www.payneair.com vs. www.payne.com
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.