ComplaintsforPanama Cool Heating & Cooling, LLC

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 23, 2023 i received a phone call from " Paul" around 9:30 am asking for a $79.00 payment for a supposed invoice for panama cool from August 3, 2022. I told Paul that I was unaware of any invoice or outstanding charge and I hung up. I then received a text message asking for payment. I was not aware of any money due to this company, so I thought this must be a scam. I then called panama cool to ask if they had a Paul working for them and they said he would call me. He did call and said that panama cool came out and took pictures, provided no service but recommended a new unit, so I said this was a free estimate provided for a new HVAC. He continued to say I owed him $79.00, and said if I did not pay him now that he would place a mechanical lien on my property. I was still on the phone looking up what that was and I heard him tell his coworkers that " i was giving him the silent treatment ", I returned to the phone call and asked for his email. He provided it. I emailed him stating that no service was provided and only an estimate for a new unit was given and I was never aware of any $ 79.00charge and felt that he was being dishonest and unprofessional. Paul proceeded to ask for payment via three more emails even after I asked him to stop harassing me. I consider his actions and conduct of being intimidating and intentionally demanding to the point of unhealthy, hostile and offensive. Ridiculing me infront of his employees and continuing on when I told him I did not agree nor approve of any charge other than a free estimate ( again no work at all was done only pictures for an estimate was done) is much like a scam. I only agreed to a free estimate, no service was provided.To threaten a mechanical lein 6 months after the free estimate was provided is harassing, dishonest and fraudulent. The panama cool web site states they offer " free in person estimates " . This is what was provided and what was agreed to and i do not agree to a $79.00 charge . HELP!

  Business response

  01/24/2023

  We were called by this customer to determine why her system was freezing up.  We dispatched a technician who determined that her coil was damaged beyond repair and advised the customer in writing that the coil or the entire system should be replaced.  The customer was provided images and an invoice for the service call only - our time and expense to send a technician to the property.  Our records show that the invoice was opened and viewed but never paid.  At no time were we engaged to provide any estimate.  We have tried multiple times to collect.  The $79 is owed for services rendered. 

  Customer response

  02/09/2023

  Panama cool, located at 816 Ohio Ave , Lynn Haven Fl,32444, has wrongfully tried to bill me for $79.00.  Back in August of 2022, I had an impacted coil due to dog hair and not running a filter in my AC unit. I had called several companies to come clean the coil and or provide and estimate on a new unit. The above company provided no work but instead took pictures for an estimate to be given. I was specifically told there would be no charge. Now Paul ******** from Panama cool has called me and text me from his private phone, eight instances ( at 12:53, 12:55 3:57, 4:18, 4:19, 9:13, 9:14, 9:24 and had emailed me several times ( 10:13, 11:13, 4:22) . I let him know this wes excessive, and I considered it harassing,  unhealthy ( one call lasted a total of 9 minutes because he refused to hang up) . PAUL proceeds to gaslight and threaten me saying that "I  was giving him the silent treatment " and that he was going g to put a mechanical lean on my house ( 6 months after they came out to privide the free estimate). When I called the company to complain to HR, I was told to talk to Paul,( my harasser). I put my hope in the BBB to help me with this intimidating and unprofessional way of doing business. THANK YOU to the employees who have helped me file this concern, the girls working there have been very helpful and  have shown compassion.

  SINCERELY,  Sally *******

  Business response

  02/09/2023

  All but our first communication to customer were responses to customer initiated communication.   No one ever told customer that her $79 didn't have to be paid for the service call that was requested by the customer. 

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