ComplaintsforSmith Heating & Air Conditioning

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Smith Services for a problem with my Air Conditioning. Their service man responded promptly and quickly diagnosed my inside blower motor to be the problem and charged me $95. He then said the unit was old and replacement parts would be difficult to obtain; however, he could replace the motor to include labor for $1,547. He added that since the unit is so old I should consider buying a whole new unit. I was of course shocked and immediately started looking around for another estimate. The problem with my situation was no one would give me even a rough estimate for replacing a blower motor without first charging me another $95. Eventually, I was able to find an honest company who charged me $350 for the motor and another couple hundred dollars for labor. Obviously, Smith Services has at least one dishonest service man and undoubtedly the company encourages this kind behavior or it would not have happened.

  Business response

  11/09/2023

  To Whom it May ***************** went to this customers home on 6/1/2023.  We quoted him a price for an out of warranty motor for his system, OEM (from the manufacturer) based on the price we received from the manufacturer.  Considering the system had already surpassed its life span of 10 years and was now 14 years old, it would have been dishonest of us to not give the customer all of their options and recommend he replace the system.  We could not give a rough estimate on a repair with out first diagnosing the problem, which is why he incurred the $95 diagnostic charge.  There are many company's that will put in a used part for less cost or a non OEM part.  It sounds like the ********************** may have even had someone install his part on the side, not through an actual company.  Any reputable company would have recommended the replacement just as we did considering the age and condition of the equipment.  As a company we highly discourage dishonest behavior from our employees, and go above and beyond to give back to our community, which is evidenced in multiple non profits we work with, and the multiple Air Conditioning Systems we donate to them.  I appreciate ********************** concern which could have been brought to our direct attention by reaching out to us if there was an issue.  Again as I stated earlier his residence was serviced on 6/1/23, we did not have any feedback or concerns from ********************** until his review was received.  ********************** is *********** his opinion, but this complaint is based off his opinion and not any factual wrongdoing by our company.

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