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ComplaintsforWestern Heating & Air Conditioning
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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Explained in detail exactly what I needed done and was assured that they could and would provide the services i requested and the associate at western heating and air scheduled an appointment. The day of service to be provided I received a phone call from HVAC technician requesting more information about service to be rendered, after which I received a call from their office that they would not honor their verbal contract to provide the services they had already agreed to but was told that their service manager ***** would call me back within the hour. After the hour had passed I called back and the service manager told me that they would not provide the services that was agreed to. Now I am in a position where I will have to wait at least a week for another contractor to come and do said work.Business response
06/10/2024
Mr. **** originally contacted us, spoke with a **************** Representative and coordinated an appointment to have a certified HVAC technician out to his home to evaluate a project he was completing, in which there was a partially self-installed mini-split system that he was requesting assistance completing the installation of and validating his warranty with the manufacturer. At the time of this call, the pricing and important specific details for the project were not discussed and no contract, verbal or otherwise, was engaged in. On the day of the scheduled appointment, our technician reached out to Mr. **** and they had a discussion covering specifics of the project not covered in the initial call, following that discussion our technician reached out to our Service Manager to confirm that per company policy, we would be unable to complete Mr. ****s project. Mr.**** was promptly made aware of this by our **************** team; when requested, Mr. **** was able to confirm and discuss this decision with the company's Service Manager. Mr. **** was informed that we were unable to complete the project as requested due to, among other concerns related to the nature of the project, a lack of ability to guarantee any installation that is being completed by other parties and/or consumer brand equipment and therefore would be unable to validate any manufacturer warranties or guarantee our own workmanship.
Although we regret causing Mr. **** any grief, we were not under any contract with him, nor were we in anyway obligated to finish his DIY project for him and guarantee the work for the purpose of validating factory warrantees. The details he gave at the point of initial call were not conclusive enough for us to make any kind of a strong commitment. It was the decision of management not to get involved in what could have eventually ended poorly for both parties. There were no charges for any time or consulting on this matter.
Customer response
06/11/2024
Complaint: 21818170
I am rejecting this response because:
I explained fully and completely what I needed done and what had already been done when your company accepted the job. Discussion of price is irrelevant to this. Your company agreed to do a job then decided not to do the job on the day of, leaving me unable to finish my project on a 90 degree day.Sincerely,
***********************Initial Complaint
04/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Saturday, April 8, I had my yearly tuneup with Western Heating and Air (I pay a monthly fee for this service). I have a 4 year old ** unit. Western had been tuning up my system every year since I got it, and there was never an issue. I had actually used the ** the week before and it was working just fine. ***** arrived, changed my filter, washed the unit and told me everything looked great. The next day was warm so I turned on the **. There was no cold air coming out at all and a very weak air flow. This had never happened before. It go hotter and hotter in the house and there was nothing I could do. I called Western and they said they would send someone out Monday. On Monday afternoon, I left work at 3 to meet *****, a tech sent by Western. I explained what happened and told him that prior to **** coming, I didn't have any problems with the **. He said that "it's a York, so you're bound to have problems". I was very insulted by his comment. He also complained that "this is the 6th house I've had to come to to fix what **** messed up". Then he tells me that I probably have a leak and it will cost 700 just to test it, and "into the thousands" to repair the unit. I was in tears by this point. He also added, "if **** had done his job, I would be home right now instead of here". Then he left. I called T&T Heating ****** installed the unit 4 years ago) for help. He came out on Wednesday, April 12th, and told me that whoever tuned up the unit leaked out all the refrigerant and he could prove it. I paid him ****** for his time and he fixed the **. There was no leak!!! I then called Western to cancel my membership and they told me that I owe them ****** for payment for the remainder of 2023. I told them what happened and she said that I still owe the money. It seems to me that Western owes me ****** as they caused the problem and it has been verified by *********************** of T&T Heating and Cooling. I want this bill removed.Business response
04/17/2023
******,
I'm sorry to hear about your negative experience with our service technicians last week, I sincerely apologize and I appreciate you bringing this to our attention. We certainly need to do some additional training both technically and with regard to the poor customer service. I see you've had us out on several occasions in the past few years, so you know this is well below our standard. We will work diligently to correct this. I would be interested to see the findings by T&T, and would appreciate if you could send a picture of their invoice to ********************************************* if it's convenient for you.
Given the experience you had, I completely understand your desire to end your membership. I don't think you should be required to pay for the rest of the year and will remove this bill as you requested. I would further be willing to send out one of our senior technicians at no charge to verify everything is in good working order, if you would like. If there is anything else we can do to earn your trust in the future please contact us at ******************************************** or **************.
Sincerely,
*******************
Operations Manager
Western Heating and A/CCustomer response
04/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****************
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Contact Information
Business hours
Today,Closed
MMonday | 8:00 AM - 7:00 PM |
---|---|
TTuesday | 8:00 AM - 7:00 PM |
WWednesday | 8:00 AM - 7:00 PM |
ThThursday | 8:00 AM - 7:00 PM |
FFriday | 8:00 AM - 7:00 PM |
SaSaturday | 8:00 AM - 7:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.