ComplaintsforSnappy Electric, Plumbing, Heating, & Air

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received 3 phone calls from ******************* of Snappy Electric, Plumbing, **************************** requesting my credit card information to renew my membership with them with the last call being the Wednesday before Thanksgiving, November 22, 2023. **** obtained my information and stated someone would call me in 15 minutes to schedule an appointment. Now, one week later, NO ONE from Snappy has called me and I've left ******************* a voice message and text message for which she's returned NEITHER. When I did call Snappy to schedule an appointment November 25, 2023, I was given an appointment for Monday, November 27, 2023 for a window of 8am - 12pm and you guessed it, NO ONE showed up. When I called, I was told they were busy and catching up on messages. Now that I've requested a refund for a membership they don't honor, which is supposed to make you a priority, then can't seem to return any messages and everyone has disappeared. I am requesting a refund due to services not honored and rendered.

  

  Business response

  12/07/2023

  Sorry for slow response, I was out of town last week and missed the 1st notification. This issues has already been resolved, we did miss an appointment due to lack of manpower and an abundance of calls coming in from the weekend. It was a scheduling conflict on our end and poor customer service, the customer was refunded in full on Tuesday 12/5. We refunded the amount to the credit card used to for the club membership renewal. We apologize for the inconvenience.

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

  Owner

  Snappy Home Services

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Snappy installed an ** minisplit unit for me on 12/8/2020. The unit ceased operating in less than a year. The problem initially appeared to be a manufacturers warranty issue, and Snappy charged me nearly 50% of their original installation cost to remedy ($89.00 on 10/21/2021 and $225.00 on 2/18/2021), yet the unit still isn't functional. After calling another HVAC company, it was determined that Snappy did not secure one of the fittings and the freon has leaked out. Snappy has refused to respond, much less return to correct, despite their labor being warrantied (per their 12/16/21 email - "We warranty our labor if something happens reflecting from our installation.")

  

  Business response

  04/18/2022

  We did install the customer supplied unit, as mentioned with a 1-year labor warranty. We also performed some electrical work, installing customer supplied home generator system and correcting some electrical work by a previous contractor.
  We typically offer lifetime parts and labor warranties, however with customer supplied equipment, we limit it to a 1-year labor no parts warranty as there are so many issues with online purchases, handling, suppliers, poor manufacturing companies etc.
  The unit was installed 12/2020 and worked with no documented issues until 10/6/2021, at which time there was no display on the indoor unit, the remote was not working, the system would not come on. This would indicate an electrical issue or defective control board. All input voltages were correct,so it was diagnosed as a defective control board, which is a very common issue.This diagnosis was done w ** tech support, no refrigeration test could have been performed as the unit was not running.
  This is where the first issues started, we could not find a local ** dealer nor order the part online, to process warranty parts, you either must have a dealer to turn in the defective part (not always required) and get the new part under warranty. The local dealer that tried to help process us no longer carried ** and was unsuccessful at finding the part. There were no local dealers, and it took some time, waiting on call backs,following up, and such to determine the homeowner would have to process the warranty through ** directly.
  So once this was determined,we informed the homeowner he would need to process the part which he did. When we arrived, it was the wrong part, our filed supervisor went through the trouble shooting process again with ** tech support, again with original board in place was confirmed to be a bad circuit board, & order another board (correct part), at which time with all the time spent looking for the part and 2 service appointments we had only collected $144.00, between the 1st & 2nd visit.
  Our Service Manager ********************* informed homeowner to come back out and install the new correct board on the 3rd visit, it was approx. $300-$400 which Mr. ****** agreed to pay. Once the correct board was installed the screen became energized, the remote worked, ***** started the unit up, which was not able to do on the previous trips and the system started heating. That issue was resolved. Mr. ******* refused to pay the agreed amount, to avoid the back and forth, **** asked Mr. ****** what he felt was fair for the repair, he said $225 so we obliged, collected,and left. 
  To clarify the unit had a blank inoperable screen, the remote would not work, the system would not start up, once the correct replacement board was installed, all those issues were resolved. The circuit board is a factory installed part, and the unit was customer supplied, therefore no warranty.
  We then received a call back a few weeks later that it was still not working,based on the fact it was now out of warranty and we had discounted and already agreed to price on the previous trip, we quoted him a trip and diagnostics fee to come out; he declined. We then received the email about the loose locknut on the refrigeration lines, a customer supplied part installed by **********************. We received no invoice, only a picture of a finger pointing towards the line-set connections, this was a week or so after he declined service.
  Our position is that the locknut could or could not be loose, it could have come loose with another contractor working on the unit, or a misdiagnosis by another contractor. It is now out of labor warranty, and we have spent hours of administration time, and tech field time working on the unit. The line set was a customer supplied part, if loose could have come loose for many reasons,that don't add up to an installation issue.
   In most scenarios a leak at a line set will show up within a couple months, not a year +, also the digital screen would not go out due to low refrigeration. We ran through the system on 2 separate occasions, the second with our lead field tech, both with a ** tech support person on the phone, and both times it was diagnosed as a bad board. You would not have been able to test for a refrigeration issue until the correct replacement board was installed as the unit would not even start up, therefore the original diagnostics was correct.
  Our concern is that Mr. ****** purchased a lemon (defective control board in less than a year) online for us to install, finding parts and tech support have been challenging, and its possible that's a misdiagnosis for a larger issue by the other contractor. Also, the issues could be another manufacturing or parts issue, not an installation issue which is now not under warranty. 
  To secure a speedy resolution, we will agree to a credit of $150,with a written receipt & inspection report from a licensed Heating &Air contractor that indicates to a low refrigeration issue.  We already credited the repairs on the 2nd visit down from already agreed price, which was a discount of approx. $150, already received. 
  

  Customer response

  03/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:  previously filed a complaint against this business (complaint #********). The business agreed to provide a partial (credit card) refund nearly two months ago, and that credit never posted. As a consequence, I would like to re-file the original complaint.
  
  Sincerely,
  
  *********************

  

  Business response

  03/27/2023

  He is correct, refund was never sent. Check was mailed today using the US *************** not sure why the refund was never processed. We apologize for the mistake.

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