ComplaintsforNational Service Pros

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Called National air and Heat, Had called before to set up so they could service units i have. I advised ****** the dispatcher the problem was a backflush. I agreed to pay the ****** emergency charge as long as problem fixed. Technicians got there and had no clue what to do did not bring the equipment needed Bucket and large wrench and on top of that said it would be an added ******. The still could not do it and seemed so unprepared and inept. They left, i called the main office, they said they will refund ****** and the refund looks like they did but apparently did not settle it and the refund still not posted.For all the hoopla they talk about they are a horrifice AC company. They also 1 year prior had pulled a fast one on my son but I gave then a chance again. they are really realy bad.

  

  Business response

  06/02/2023

  We have sent over recordings of our phone conversations with ***** as proof of our professionalism and efforts to resolve her problems. Our company has (9) recording to provide but this site doesn't allow to upload due to size. I have uploaded (2) that was able to uploaded.  We answered the call after hours and even gave a few follow up calls to let her know the technicians eta. When the technician arrived he was going to check the unit first which is common practice in our industry because most of the time when a client assumes they know what is going on with the unit the client is wrong. In the past we have preformed services based on the clients assumption only for the service not to work leaving the client upset and not wanting to pay. 
  
  
  
  
  

  Customer response

  06/02/2023

   
  Complaint: 20022467
  
  I am rejecting this response because: i accept i got the refund after arguing back and forth with the office. Also we never cursed the technicians who were totally unprepared. 

  I accept they refunded my money, but will not accept the fact that he states we cursed at the technicians etc. The altercation verbally came between office manager on weekday and ouselves.

  The emergency call they charges all would have been ok but the technicians came TOTALLY UNPREPARED AND ALL THEY WANTED TO DO IS TO CHECK A UNIT THAT WE TOLD THEM

  WHAT THE PROBLEM WAS AND STICK US WITH ANOTHER ****** PLUS 175.00

  THAT IS THE POINT I AM MAKING .  They play the game of bait and switch which is why the problems occurred.  The only reason they gave me the money back is because i got extremely angry and then they refunded it and then took it back until i yelled and they finally settled the refund and it posted to Citibank.  Very unethical and the client does not have to yell and scream to get a refund when their technicians came so unprepared with no wrenches nothing to do the job that was detailed to them had to be done.

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

  

  Business response

  06/27/2023

  ***** is saying that we only refunded the $175 because she got extremely angry but we have proof that we refunded her 14mins after our office opened the following morning. Yes she did curse and give attitude but regardless, our intentions were to refund her the fee because we didnt feel like the $175 was worth the trouble especially after listening to the recordings from the night before. She is saying that we tried to perform a bait and switch because we were charging an additional fee for the repair when **** clearly explained the process in our phone recordings, stating that the repair would be additional. Our $175 emergency fee is charged because as you can imagine we need to have the technician get back in uniform, pick up his van, and go to the clients house after work which in this case was 9:30pm. First she said that we were charging her $385 for the heat exchanger flush and now she is saying that we were charging $425 even though our price book clearly shows that we offer this service for $285. At this point I feel like the repair price is besides the point because in our recordings she mentioned that the building would do this service for her free of charge but she would have had to wait until the next day. I can only assume that she thought the $175 would cover the visit and the repair so when she found out there was an additional fee she wanted to cancel everything even though we have phone recordings clearly explaining the process.

  Customer response

  06/30/2023

   
  Complaint: 20022467
  
  I am rejecting this response because: They are true liars.  I dont want to deal with this anymore. I finally got money back 5 days later.  
  
  Sincerely,
  
  ***********************

  

  Business response

  07/20/2023

  Good afternoon *****,

  Thank you for admitting we refunded your money back (which was refunded the next morning and it does take 3-5 business to receive your funds) National Service Pros strives to keep our customers happy and satisfied it's unfortunate you didn't feel that way. We wish you the best. 

   

*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. ↩