ComplaintsforLanz Heating & Cooling, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on October 24,2024 I contacted Lanz heating and cooling about a clean out drain and polyuthane covering of pippes to the main drain out to the stree. Lanz sent a crew out to inspect and give me a quote. i got one for $4,000 dollars which included $2,000 for the polyuthane covering and because I have and additon added on to the back of my house and had build a concert patio covering the pipe they need to get to to do the work it would be $2, 000. Because they had to demo up the patio and back step to get to the pipe they need.SINCE I was a Vet. they would give me a 10% discount. The crew came out on October 27 ,20024 to do the work and found out the city had ran a new pipe system in my back yard so their wsa no demo work needed and they did not do the polyuthane said someone else would be out with the machine to do it . but the work they have done was $600.00 dollars I paid them using my credit card, 3 or 4 weeks went by so I gave them a call to see when they would be doing the polyuthane coating. Lanz said we never talk about polyuthanethe. I have them on tape talking about doing and Ameran came out and mark the yard from the back yard to the main city pipe out to the fron t street.A few days later I received a bill for $3591.00 on top of the $600.00 dollars I already had gave them. I knew the clean out drain was already pay for because payment at the completion of work is how we have always and what they stated in the conversation we had back on the 24th of October. Which is the way we do business this is not the first time we have done business together, I told them I have paid for the clean out when the job was done and if they are not coming out to finish the job than what do I owe the other money for. All he could say is that we never talked about polyuthane and the clean out drain which took all of 45 mintues to do was going to cost me $3591.00 plus the $600.00 dollars. I told them I have them on tape atlking about it he said it's against the law .

  

  Business response

  06/25/2024

  After reviewing the account this is the position and findings from Lanz, Inc.
  
  The proposal was discussed, agreed, and signed prior to start of the project. The proposal clearly explained the scope of work with details and amount.  The invoice shows the completion of this project and the same amount as the proposal with the scope of work completed.
  Once the project was completed, and payment was requested, the customer denied payment claiming that he had not received the work he agreed to.
  Several emails are on file documenting ***** ****** communicating that he was prepared to and about to pay the open balance but without delivery.
  Telephone conversations were had after the completion of the job explaining the Lanz position to the customer.
  There have been attempts to connect with ***** ****** after these conversations, but were unsuccessful.
  The full amount of $3,591.00 is still open currently with a collections company.  The fees for the collection account now stand at $36.00 for a total of $3,627.00
  Attached are the documents mentioned in this email.
  
  

  Customer response

  07/02/2024

   I am rejecting this response because:
  
  Contract said payment in full when completed and all you asked for was $600.00 dollars which I paid.  I waited for the second half the coatings of the pipes which didn’t happen therefore we can go to court an let the court system handle this I have them on tape and another colleague who had the same job done by the same company and paid $4,000 dollars for the clean out and pipes coating  who will testify.

  

  Business response

  07/10/2024

  Dear Better Business Bureau,

  
  We are writing in response to Mr. ******** recent submission regarding our services and his dispute over the payment due to Lanz. We appreciate the opportunity to clarify our position and provide further context.

  1. Service Agreement and Scope of Work: Mr. ****** signed a written agreement for our services, specifically for excavating and installing a clean-out access. The $600 fee was for Drain Cleaning to clean his line. This agreement was provided to Mr. ****** in writing, and he signed it, acknowledging the scope of work to be completed. We completed the work as agreed upon in the contract.

  2. Claims of Additional Services: Mr. ****** has repeatedly referenced recordings of our employees’ conversations, claiming they discussed additional services such as the "coating of pipes." We have no record of offering or discussing such services with Mr. ******. All email correspondence with Mr. ****** solely mentions the excavation and clean-out installation. Despite multiple attempts to clarify the matter and request these recordings, Mr. ****** has not provided them for our review.

  3. Legal Concerns: It has come to our attention that Mr. ****** may have recorded private conversations of our employees without their consent. According to legal statutes, it is unlawful to knowingly make a video record or transmit live video of another person in that person's residence without their consent. This matter further complicates Mr. ******'s claims, as any recordings obtained in this manner may not be admissible as evidence.
  

  4. Attempts to Resolve: We have made numerous attempts to discuss and resolve this issue with Mr. ******. Unfortunately, our efforts have been met with resistance or unreachable. Instead, Mr. ****** focuses on the aforementioned recordings, which he has not shared.
  

  In light of these points, we firmly stand by our position that Mr. ****** owes Lanz for the services rendered as per the signed agreement. We completed the work as specified and have upheld our end of the contract. We request that the BBB acknowledge our efforts to resolve this matter amicably and uphold the terms of the signed agreement.

  
  We appreciate your attention to this matter and look forward to a fair resolution.

  Customer response

  07/15/2024

  
  Lanz said we never talked about coating pipes, we talked about it and they sent out a crew to recon my yard this is from them he don’t remember doing nothing illegal about this
  *********************************************************************************

*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. ↩