ComplaintsforEubanks Air Conditioning & Appliance Service

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/15/22 Eubanks service person came to diagnose issue on our fridge and charged us for service and parts that will be preformed at later date. I paid on my credit card$446.12. Few days later they called and scheduled actual Repair between 8am-12pm. On a day of repair I received a call from their office stating that all technicians are on a big job and have to reschedule and can not come in. I told them that I can not due to taking a day off work and waiting for them all day and they said that a tech will call by 4 that day to come to my house and do repair since I paid in full. At 4:30pm nobody showed up and I called them but answering service said they are closed. Since my fridge was leaking I had to call another repair place and paid after hours service for repair. At 6pm technician showed up before calling said that he took a job but got relaid. I told them that answering service said that they are closed and assumed nobody is coming, he told me to call office for refund. I called very next day and they told me they will calL me back. They did not. 3/31 I called again regarding refund and rude lady **** stated I can pick up and no refund will be made. I asked for manager or owner and she told me we are done and no manager is available. I requested a refund and she said no. I would like refund as non of services were preformed and it was their fault that they do not keep Up their Apoitments’s.

  Business response

  04/01/2022

  HI, THANK YOU FOR YOUR TIME.

  BELOW, I'LL INCLUDE A DETAILED EMAIL THAT I MYSELF SENT TO THIS CUSTOMER EXPLAINING AND THOROUGHLY EXPLAINING WHAT STEPS ARE GOING TO BE TAKEN ON HER BEHALF.

  "HI.
  AS I STATED TO YOU BEFORE, THE ITEMS WE ORDERED FOR YOUR SAMSUNG REFRIGERATOR ARE WHAT'S CONSIDERED TO BE "SPECIAL ORDER ITEMS" MEANING THEY ARE NOT REFUNDABLE/RETURNABLE ON OUR END FROM OUR DISTRIBUTOR. THEREFORE WE DO NOT HAVE WAY TO REFUND YOU FOR THOSE SAID PARTS OR THE FREIGHT THAT WE INCURRED WHEN WE ORDERED THEM FOR YOU.
  
  
  NOW, YOU PAID IN FULL FOR THE PARTS ON 2/15/2022 AND WERE INFORMED THE OFFICE WOULD CALL TO SCHEDULE YOUR INSTALLATION. WE ORDERED THOSE PARTS FROM OUR DISTRIBUTOR FOR YOU ON THAT SAME DAY..
  
  ON 2/18/22, THE PARTS ARRIVED TO OUR ESTABLISHMENT THE OFFICE SCHEDULED YOUR INSTALLATION FOR THIS DAY AND YOU WERE INFORMED, AS WE INFORM ALL OF OUR CUSTOMERS, THAT THE TIME FRAME IS ANYTIME BETWEEN 1-5PM. OF COURSE WE DO NOT EXPECT ANYONE TO SIT AROUND ALL DAY WAITING ON US, WE HAVE A POLICY THAT THE TECH WILL ALWAYS CALL 15-20 MINUTES BEFORE HE GETS READY TO COME OVER. NOW IN THE EVENT THAT YOUR SERVICE DATE WAS SET FOR THE MORNING BUT WAS MOVED TO THE AFTERNOON DUE TO AN UNFORESEEN OFFICE EMERGENCY, THAT IS TOTALLY OUT OF OUR HANDS OF COURSE. THAT OF COURSE GOES WITHOUT BEING SAID... LIFE HAPPENS AND WE ALL HAVE NO CHOICE BUT TO ACCEPT IT AND FIND SOLUTIONS THAT WORK FOR ALL THOSE INVOLVED.
  
  THERE WOULD HAVE BEEN NO RIGHTLY REASON FOR YOU TO PANIC AS OUR OFFICE INFORMED YOU HE WOULD BE THERE AND WE STAND BY OUR WORD. ALTHOUGH THE OFFICE PHONES GET FORWARD AT 4:30PM, OUR TECHNICIANS WORK UNTIL THEIR DAYS SCHEDULE IS COMPLETED.
  
  
  UPON ARRIVAL AT YOUR HOME, YOU STATED THAT YOU'VE ALREADY HAD ANOTHER COMPANY COME OUT? ALTHOUGH YOU WERE OBVIOUSLY FULLY AWARE THAT YOU HAD ALREADY PAID IN FULL FOR THE REPAIR WITH OUR COMPANY. YOU INFORMED THE TECH YOU DID NOT WANT THE PARTS THAT WE HAD IN HAND AT THE TIME OF SERVICE AND COULD HAVE COMPLETED YOUR REPAIR THAT VERY DAY. OF COURSE AT THIS TIME YOU WERE SURELY AWARE THAT YOU HAD ALREADY PAID FOR WITH FULL UNDERSTANDING THAT YOU WOULD NOT BE ABLE TO REIMBURSED. SO THE TECH LEFT AND WE CLOSED YOUR TICKET AT A NO CHARGE SINCE YOU REFUSED THE INSTALLATION.
  DURING OUR BRIEF CONVERSATION YESTERDAY, YOU WERE INFORMED AGAIN THAT WE ARE NOT GOING TO REIMBURSE YOU FOR THE PARTS THAT WERE ORDERED ON YOUR BEHALF, BUT WE WILL REFUND YOU THE $65 LABOR CHARGE THAT YOU HAD ALREADY PAID FOR THE TECH TO COME BACK OUT AND COMPLETE THE JOB.
  I WILL STAND BY THAT AS PROMISED AND HAVE THE $65 REFUND CHECK ISSUED UNDER THE NAME OF ****** ***** AS YOU REQUESTED. IT WILL BE READY TO BE PICKED UP FROM THE OFFICE AS WELL AS THOSE 2 PARTS THAT YOU PAID US FOR AND WE ORDERED FOR YOU. THEY'RE YOURS SO THEY WILL NEED TO BE PICKED UP.
  
  
  AS FAR AS MY COMMENTS THAT OFFENDED YOU, I'M DEEPLY SORRY FOR THAT.
  HERE IN THE SOUTH, HONEY IS A VERY FRIENDLY AND TOTALLY NON-AGGRESSIVE STATEMENT.
  
  IT'S JUST THAT I'M VERY F******R WITH THE BBB, AS WE ARE NOMINATED EVERY YEAR. I'M ALSO VERY F******R WITH THE WAY IT WORKS AS FAR AS PROCESSIONG COMPLAINTS ON OUR BEHALF.
  
  WE WILL HAPPILY PROVIDE ALL PROPER NOTATION THAT WE TRIED TO RESOLVE YOUR ISSUE IN A VERY TIMELY MANNER, BUT IT JUST DIDN'T WORK OUR ON YOUR END.
  
  
  OUR OFFICE STAFF STRIVES TO MAKE ALL OF OUR CUSTOMERS HAPPY AND HATE THAT YOU'RE DISAPPOINTED IN YOUR EXPERIENCE.
  I'LL REACH OUT TO YOU DIRECTLY ONCE THE REFUND CHECK ARRIVE IN OUR STORE NEXT FRIDAY, APRIL 8.
  
  
  THANK YOU MRS ****** AND HAVE A LOVELY WEEKEND.
  
  **** ******
  Customer Service
  
  EUBANKS AIR CONDITIONING & APPLIANCE SERVICE
  *********************
  
  **** ****** ****
  ********* ** **********
  ************
  
  
  
  
  
  *PLEASE SEE ALL ATTACHMENTS FOR PROOF THAT OUR ESTABLISHMENT MADE EVERY EFFORT TO TAKE CARE OF HER IN A TIMELY MATTER.

  THANK YOU FOR YOUR TIME.

  HAVE A LOVELY DAY.

  -**** ******
  

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My refrigerator went out on August 12, 2021 so I called Eubanks to come out and service it. They took my money and said they would order parts and that parts would take 2 days to receive and then they would call me and schedule an installation date. Today is 4 weeks from the day that I called them for a quote and my refrigerator is not fixed and I still haven’t gotten a call from them. When I call them there is a new excuse as to why the timeline keeps extending… the latest being Covid and ordering drop shipped parts. Why would you order parts that you have no earthly idea on an estimated arrival date. I’m a single mother to 4 and this delay has cost me $2k so far in food alone.

  Business response

  09/28/2021

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

   

  TO WHOM IT MAY CONCERN,

  I'M WRITING ON BEHALF OF EUBANKS AIR CONDITIONING AND APPLIANCE SERVICE REGARDING A CUSTOMER ******** *********.

   

  ON AUG 10 2021, SAID CUSTOMER CALLED IN REQUESTING SERVICE ON HER ******* REFRIGERATOR. WE DISPATCHED A TECH OUT THE SAME DAY ON AUG 10 2021 TO DIAGNOSE ISSUE AND GIVE A TOTAL COST TO REPAIR, WHICH THE CUSTOMER DECLINED.

  ON AUG 16 2021, CUSTOMER PHONED BACK INTO THE OFFICE REQUESTING THE PARTS NEEDED FOR REPAIR BE ORDERED. SHE WAS INFORMED PARTS WERE NON-STOCK AT THE ******* DISTRIBUTOR WHICH MEANS THEY DO NOT GIVE AN ETA ON WHEN THE PARTS WILL ARRIVE.

  SHE PAID IN FULL FOR ONLY THE PARTS NEEDED, AND WAS INFORMED SHE WILL OWE $55 RETURN LABOR + $15 FREIGHT CHARGE FOR THE PARTS. ($70 TOTAL)

   

  DURING THE PARTS ORDER PROCESS, SAID CUSTOMER PHONED INTO THE OFFICE SEVERAL TIMES TO VERIFY HER PARTS ORDER AND WAS TOLD EACH TIME THAT THERE IS NO ACTIVE ETA AS THE PARTS ARE ON NATIONAL BACKORDER WITH ******* DIRECTLY. SHE WAS ALSO INFORMED THAT AS SOON AS HER PARTS ARRIVE, WE WILL SEND THE TECH BACK OUT TO COMPLETE THE JOB.

   

  HER PARTS ARRIVED LATE IN THE EVENING ON FRIDAY SEPT 10, SO I PHONED THE CUSTOMER TO VERIFY IF SHE WOULD BE AVAILABLE MONDAY SEPT 13 TO COMPLETE THE INSTALL.

  SHE WAS HESITANT AND GAVE A GREAT DEAL OF ATTITUDE REGARDING THE FACT THAT SHE WILL BE EXPECTED TO PAY THE REMAINING BALANCE DUE OF $70.00, TO WHICH I PROFESSIONALLY RESPONDED THAT IF SHE IS NOT WILLING TO PAY THE REMAINDER DUE THAT I WILL SIMPLY SEND THE PARTS BACK AND WE WILL ALL MOVE ON WITH OUR LIVES. AFTER BEING INFORMED THAT WE'RE NOT WILLING TO GO ANY FURTHER IF SHE'S NOT WILLING TO PAY HER REMAINDER DUE, SHE OBLIGATED TO PAY AND CONFIRMED HER DATE/TIME TO COMPLETE THE REPAIR.

   

  ON SEPT 13 ONCE THE TECH WAS OUT AT HER HOME AND COMPLETED THE PARTS INSTALLATION, SHE ACTED VERY UGLY AND REFUSED TO PAY HER REMAINDER BALANCE DUE (WHICH SHE WAS FULLY AWARE WOULD BE EXPECTED AT THE TIME OF COMPLETION).

   

  FROM THIS POINT, I'VE FLAGGED HER ACCOUNT AND WE WILL NO LONGER SERVICE THIS CUSTOMER DUE TO NON-PAYMENT.

   

  THANK YOU.

   

  **I'M ATTACHING OUR COPIES OF INVOICES/SERVICE TICKETS FOR PROOF.

   

  THANK YOU AND HAVE A GREAT DAY!

   

   

  **** ******

  Customer Service

   

   

   

  EUBANKS AIR CONDITIONING & APPLIANCE SERVICE

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

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

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

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

  Customer response

  09/29/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Per the response of Eubanks I believe there is some confusion. I called Eubanks on Friday August 13,2021 and they came out to my house the same day. The receipt above proves that I paid at the time of service as requested by Eubanks. After the inspection of my ******* refrigerator I was told that I would need about $200 in parts, the parts usually arrive within 2 business days after payment, and that I would owe $55 for labor as well as $15 for freight.

   

  I agreed and paid for parts Monday, August 16,2021. After a week of no contact to set up delivery and installation of the parts that I was told would arrive by Wednesday I called Eubanks and spoke to a woman who had no idea where my order was. So I kindly said I would just call back. She said to call back at 5:30p so I did. When I called I got the after hours line and they explained that they roll the phones at 4pm every day. I began to worry and I’m a single mama of 3 virtual schooled kids so I called every couple of days to no avail. I finally was told that the parts had been drop shipped and they had no clue how long they would take to receive them so we had to wait. I inquired if I owed a balance so that I could just pay it and all I would have to worry about it the installation. The lady on the phone said that I  was paid in full and I had nothing else to worry about. I finally got the call that they would be coming to install the parts more than a month later and when they got there they said they only had one of the parts that I prepaid for and installed only the one… it’s still the only one installed currently as they told us not to pay the labor feee and that they would go track down the other part and get back to us. We still haven’t heard from Eubank and the fridge still only has one part that I paid for. I don’t think the man at the house was a woman acting ugly either because I’ve been out of town since 9 September. My ****** app shows my location as well as the fact that I wasn’t in town at the time that I was said to be being nasty. I had my roommate take care of the interaction and he is very much make. The fact that this company had me pay for parts that I only received half of, lacks proper communication, and now lies on its customers will definitely be something that I route up the chain. I can only attach a few things but I will definitely be printing my call log as well as text justify with my roommate to show that I dont need to lie about the awful interaction between myself and Eubank. If I can attach further proof I’d love to do so. Thank you for your time and have a blessed day.

  Regards,

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

  Business response

  10/06/2021

  WE'RE UNABLE TO ASSIST WITH THIS COMPLAINT ANY FURTHER.

  THE CONSUMER'S REPAIR IS COMPLETE AND WE'VE WRITTEN OFF THE $70 UNPAID BALANCE AND MAKE PROPER NOTATION.
  

  THANK YOU FOR YOUR TIME AND HAVE A GREAT DAY.

   

  SINCERELY,

  EUBANKS AC AND APPLIANCE SERVICE
  

  Customer response

  10/06/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I have yet to receive one of the parts that I have already paid for and my repair was not complete. The business is trying to sweep my issues with them away and lie about the business transaction. 

  Regards,

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

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