ComplaintsforCross Creek Cooling & Plumbing, LLC

• Initial Complaint

  01/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My AC motor was broken. This company diagnosed it and gave me an itemized explanation for how much they would charge. I accepted and they did the job. When I asked for an itemized invoice after I made the payment, they refused to send one, and their numbers were changed from the first conversation. They also refuse to provide information on how they processed the warranty on the part they replaced. I think they are just being dishonest and trying to suck money from their customers as much as they can.

  

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2022/01/11) */ Dec 13,2021 we were at customer's home and diagnosed a bad fan motor. We contacted the warranty company and the part was covered but no labor coveraged. The customer was verbally told $355 for labor and additional $20 for shipping, shipping is charged from supply house. The customer agreed to price. Dec 28, 2021 the motor was replaced and customer paid by credit card. A paid receipt was sent through square Dec 28. Dec 30 customer requested copy of invoice, I sent again through square.The customer text back that he did receive the invoice. Monday Jan 3rd customer requested 3rd invoice, I sent on company invoice instead of square. We have a flat rate labor price on warranty motors and includes: diagnostic, warranty work (which includes pick up and drop off to a supply house & paper work) and actual installation of part. Only extra was $20 for shipping but I can not send invoice to customer because includes personal business information on supply house receipts. We are a legitimate company , charge same prices for all customers when doing specific type of work. The customer can call or go online and see all warranty work done correctly through the manufacturer. Consumer Response /* (3000, 7, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need to see the invoice to see if it is accurate information or not. The response from the business is a flat out lie: "The customer was verbally told $355 for labor and additional $20 for shipping, shipping is charged from supply house." I am not some junkie who cannot remember what he is told on the phone. On the phone, I am told various item prices separate for shipping, paper work, installation and I agreed to pay. The issue started to change tone when I asked for an ITEMIZED INVOICE which was never sent. Second time on the phone, and in the response here as well, there is only two items, which definitely was not the case when I agreed to pay the amount, thinking I am paying for a multitude of things, and that I will have an itemized invoice for future reference. Never thought the whole things was a set up to overcharge. The lack of transparency with this business, and the way one talk doesn't match the other explains a lot now. If I am paying for shipping and other warranty related costs, it is my right as a customer to know what I am paying for what service and have a document of it for future decisions. Even if this case doesn't go anywhere, I will make sure that I will warn my community against this business in person, through business review internet sites and on social media like NextDoor. I have already seen a very similar case raised against this business on Yelp with the exact same complaint, I will just push all I can to make people who they are dealing with, "Accountability = customer trust!" Cory Lake Isles is a big community, and I am one proud prominent member. Business like these must be exposed so people know. I would like this response of mine to be published on Better Business Bureau website.

*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. ↩