ComplaintsforRandolph's Air Conditioning and Heating Inc.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had Randolph's Air Conditioning come to my home on 4/28/2023 to perform maintenance on my unit. At that time they stated I had a leak in the coil and would add 2.5lbs. of refrigerant to the unit and quoted a price of $475 to replace the coil that was under warranty. That day I was charged $316.50. Four days later they arrived to replace the coil. After they completed the work, they attempted to bill me for $1,395.00. When I asked how it could be that much when I was quoted $475 4 days earlier, they said it needed 11 lbs. of refrigerant that was not in the amount quoted. They did eventually lower it to $1,025 but it seems deceptive to quote one price and after repairs charge another. If I knew of the cost earlier, I would have gotten another quote. It seems rather odd the for three years I have no issue with refrigerant and once they service it, they need to add 2.5 lbs. and 4 days later it needs another 11 lbs.

  Business response

  06/02/2023

  We received a call on 4/20/23 from Mr. ****** stating that he would like to schedule a maintenance on his AC system. He said for the past week it had not been cooling well and was stuck at 78 degrees and he was concerned that it may need some other work done on it. We use a program for dispatching, which records all phone calls. I played back the phone call from Mr. ****** from 4/20 and verified that he did state it was not cooling well, so for him to state in his complaint that he thought it was odd that it was working fine for 3 years with no issues until we came out and did a maintenance on it and now it needed 2.5 pounds of refrigerant seems unfair. It seems he is implying that we added refrigerant and it didn’t need it, when he knew it was not cooling properly prior to our arrival.
  We sent a technician out on 4/28/23 to perform the maintenance and he found a leak in the coil. Our tech did add 2.5 pounds of refrigerant on 4/28 and he quoted Mr. ****** a price of $475.00 in labor plus refrigerant, to replace the coil. Mr. ****** was aware that he would be paying 475.00 in addition to any amount of refrigerant it would need at the time of replacement. He actually called another local AC company, the one who installed it originally, while our tech was there, to get a 2nd quote. The other company’s price was even higher than ours, so he asked us to go ahead and order the coil. When we retuned on 5/2/23 and replaced the coil, more refrigerant had leaked out in the days since we were there last. It needed 11 pounds of refrigerant. Our price for refrigerant is $80.00 per pound. Considering it needed 11 pounds we did give him a break and only charged $50.00 per pound, rather than $80.00 to help with the cost. I suppose that was not enough of a break considering he sent in this complaint. I am not sure what else we could have done to make his experience with our company better, considering our price was lower than our competitors to replace the coil and the fact that we gave him a break on the refrigerant as well.  We pride ourselves on honesty and integrity here at Randolph’s A/C and we are fair with our pricing on materials and labor. We like to work with our customers to make sure they have a good experience with our company and that they feel we took care of their needs and are happy with our results.

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