Complaints

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• Initial Complaint

  Date:07/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My air conditioning stopped cooling, I called Day and Night Air Conditioning. They filled coolant May 4, 2022, suggested I should schedule a leak check. Upon leak check, they diagnosed May 9, 2022 that I needed a new condenser coil. I said okay to replace it, which was under warranty, no charge for the part. They had to order it and while waiting, my air conditioner ran out of coolant again, they put more in May 13, 2022. I protested to the owner the high estimated cost $980 to replace a free, warrantied part, especially since I'd already paid them $610 for diagnosis and freon and he reduced it to $780. The part was still on order and the freon ran out AGAIN, so I told them I'm not paying for any more extra freon while they wait. I turned on fans, etc. They got the part finally and a technician installed it May 17, 2022. I signed his computer pad that the work had been done, but I DID NOT sign authorizing my credit card to be charged. I told him I questioned the high fees and would like to see what exactly I was being charged for, especially since the labor was not 4 hours as had been estimated, but it was 1 hour 45 minutes (I wrote down what time he arrived/finished and took out 20 minutes for his trip to ************ I called the office and the technician said he wasn't going to wait around, so he left. I asked the office person for an itemized invoice and she said she'd have to get back to me. I NEVER received any itemized invoice for the installation, but a few days later, I discovered they had charged my credit card anyway without my authorizing the charge. I also noticed the outside unit seemed very noisy. My neighbor's A/C tech noticed it and told me something was wrong. He found that a panel had been reinstalled crooked so it rubbed on copper pipes, which he said would cause further leaks. He fixed that, and also said they should NOT have continued filling freon because that could cause damage to the condenser. SEE ATTACHMENTS

  Business Response

  Date: 07/12/2022

  ************************* approve all charges before we went to her house, we have recorded her approval for the charges of $980 and then we gave her a discount, so she approve the new charges of $780.00 for the warranty part, labor and Freon and shipping are not covered and we specifically told her how much it will cost before *************, we kept putting Freon to keep her cooling until the part come in "as everyone knows they are parts shortage" not just air conditioning business, as of the other charges were before the install of the warranty part, diag $95 and leak check and Freon $610, she approve all charges, and it not fair we get approval and she doesn't want to paid for the the repair, all work is approve before we do work

  Customer Answer

  Date: 07/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I agreed to have the work done, a warrantied part to be installed, and was given an estimate of the amount which, even before the work was done, seemed excessively high, so I complained to the owner. I was offered $200 off since I'd already paid $610 for continuing to have the freon filled and having it leak out again and again while waiting for the part to arrive. As soon as I complained that it had run out AGAIN and I was NOT going to have them refill it and charge me another $200, they got the part in the next day. Their estimate listed 4 hours labor, when in fact, it only took 1 3/4 hours. The estimate also charged me for shipping for the part, which I do not consider to be something I have to pay for them - it's their cost of doing business. Whether or not there is a parts shortage is not my concern. I'm sorry time are difficult for everyone - it's for them to work out how they conduct their business. I did NOT authorize the charge to my card. The technician left after installing the part without my signing his computer tablet to authorize the charge because he said he didn't want to stick around while I called the office about how much I was being charged. I requested an itemized invoice stating exactly what I was being charge so much for and the woman on the phone stated she'd have to get back to me. I expected to receive an itemized invoice, but never got one. When I checked my bank account, I discovered that my card had been charged $780 without my authorization. Approving a part to be installed to fix my A/C does not constitute agreeing to have my card charged. Having my card info on file also does not constitute agreeing to the charge. They have since threatened that if I don't pay, they will come and remove the part and take it back - this is a warrantied part so there was no charge or payment necessary for the part. They would be arrested if they tried to come on my property and remove the part. They've also threatened to put a lien on my home, which would probably cost more than the amount they're trying to get from me, so it's not worth the trouble. The woman on the phone YELLED at me and threatened me, which is completely unprofessional. Now,on July 8, 2022 I've received bogus invoice billing me for $1,560, TWICE the $780 and still no breakdown of what the charge includes. I do not believe I owe them any more money because I've already paid them $610 to diagnose and repair my A/C with a part that was FREE because it was under warranty. All I should have to pay is for 1 3/4 labor, but I think they've collected enough money from me already. It was their own fault that they came out and filled my system with freon when they knew it would just leak out again, and now I discovered that doing this actually causes damage to the condenser and would have cost me even more in hassle and future repair expenses. The tech who installed the part also replaced a panel on the unit crooked so it vibrated loudly and rubbed against the copper pipe inside. I discovered that if it were left like that, it would cause another leak in the copper pipe. So, it looks like they've done dishonest business and dragged things out charging me more and more money and potentially causing more problems that they could then charge me even more money to repair! A different A/C tech from another company fixed it for me. I do not believe I own them any more money and I want them to stop harassing me and trying to bill me.
  See Attachment/File: DayNightJuly8-2022bogusInvoice ********.pdf

  Business Response

  Date: 07/13/2022

  the invoice is for "only for $780.00 not $1560.00, your total balance is $780.00

  Business Response

  Date: 07/13/2022

  ***************, call 6 time yelling at us , I personally told her, if she not happy we will take the part out, and let someone else do her job, and said no , than paid the work we did "we told her", and "She said no only $20 take it or leave it" REALLY, so i told her we would put a lien against her house or paid the work, we call her once and she call us 6 time harassing not wanting to paid, there is voice recorded from 1st call approve to the last call harassing that doesn't want to paid

  Customer Answer

  Date: 07/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is getting ridiculous! I returned their Friday, July 8th phone call since I received (see in red on attached call log) a voicemail threatening to come and remove the condenser coil from my A/C unit and file a lien against my home. I did not call six times. My call log (see attached) shows four outgoing calls. I was trying to settle the matter and the woman on the phone kept threatening, yelling and hanging up on me. As I stated before, I offered to pay $20/month but she refused. This is irresponsible and unprofessional behavior on the part of a businessperson. My suggestion would be for them to take the $780 as a loss, admit that they managed this service improperly, and stop harassing me.
  See Attachment/File: IMG_7161.jpeg