ComplaintsforMowery Heating, Air Conditioning & Plumbing

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had mowery come look at my furnace is why I called them however it was spring and getting warm out so they serviced my air instead. I was charged ******. The problem wasnt fixed and I had to call them several times to try and fix thru the summer when it would all of a sudden stop working. I was told I wouldnt be charged any service calls anymore for this but when they came back in October I was charged twice $85. He said the last time it couldnt be fixed and I needed to purchase a new one which I was quoted almost ****** more dollars. I asked him to turn the air back on that was working when he got there and he replied to me that it wouldnt turn back on anymore and that it was winter time almost and I didnt need to be using the air conditioner anymore anyways. He left my house with my thermostat ripped from the wall and just dangling from the wires its never worked since then. It was a brand new thermostat. The furnace was left with parts taken off and not put back on or the cover to the furnace that he just threw in the floor of my garage. I called Mowery about the service charge and they issued me a check I picked up from the office. It ended up bouncing in my account which made all my other payments bounce several times costing me hundreds of dollars from this. Not to mention now my air or my heat didnt work and this is after I paid them over a thousand dollars to fix and what I wanted fixed never was and what they did fix they came back And broke it to where its never worked since then. Now I have had to use window air conditioners and space heaters ever since this because I dont have the extra money to pay someone else to clean up their mess they made out of it to where I dont have any choice but to get all new units. I feel taken advantage of and misled and to the point they sabotaged my existing units I had.

  

  Business response

  03/18/2024

  March 18th, 2024
  
  
  
  Re: Complaint # ********
  Consumer: *****************************
  
  
  Good afternoon. Mowery was at this consumers home on May 19th,2022, to provide a free estimate to repair their A/C unit that was not cooling.The technician found the transformer was bad and advised the customer that transformers just do not fail, that they usually fail because of another problem.With the transformer be defective nothing on the furnace would operate so the technician explained to the customer that first step was to replace the transformer, that there may be additional problems he finds once the transformer is replaced. The technician also noted the low voltage wiring needed rewired at the furnace and the condensate line from the indoor air conditioning coil needed replumbed. The technician provided the customer a price up front to replace the transformer, rewire the low voltage wiring at the furnace and to replumb the drain line, the customer approved for these repairs to be completed. Once the repairs were completed the technician checked the operation of the furnace and air conditioner, both were operating properly at that time. The customer them paid $957.16 for these repairs. On May 28th,2022, the customer called our office and stated the air conditioner was not operating again. A technician was dispatched to the home to find the transformer had failed again. The technician replaced the transformer again, check the operation of the system and recommended the customer replace the air filter,the customer was not charged for this service call. Then on May 28th,2022, the customer called our office because the air conditioner had stopped working again. The technician checked the system and found it to be frozen up due to the air filter being plugged. The technician advised the system would need to thaw and that the air filter needed replaced and that this could be the reason the unit froze up. The customer was not charged for this service call. Then 5 months alter on October 10th, 2022, the customer called our office stating they had no heat. The same technician that was at the customers home on May 28th was dispatched to their home. The technician determined the wire from the thermostat to the furnace had failed causing the fuse and the furnace control board to short. The technician gave the customer a quote to repair the unit. The customer then told the technician that she did not want Mowery to fix the unit, that she had a friend that could fix it much cheaper. The technician did leave the furnace apart and the thermostat off the wall since the repairs had not been completed yet. The technician charged the customer an $85 diagnostic which the customer paid. On October 11th, 2022, an estimator was scheduled to visit the home and provide the customer with an estimate to replace the furnace. The estimator called the customer to let her know he was headed to her home, she asked how much a new furnace would be. The estimator explained to her that he really needs to come out and look at it and that there are several options and different model furnaces, at the customers request the estimator gave the customer a ballpark figure and the customer said never mind you dont need to come out here, but I want my furnace put back together and the thermostat reinstalled on the wall. A technician was dispatched to the customers home on at 4:20 that afternoon. The technician looked over the system and determined the thermostat wire from the thermostat had shorted out and caused the fuse to blow and short out the circuit board. The technician advised the customer the thermostat wire would need replaced along with the furnace circuit board and fuse.The customer asked the technician to leave. No repairs were done, customer was not charged for this visit. On October 12th, the customer called our office asking to speak to a manager about the $85 she had paid on October 10th.After speaking to the customer, the manager agreed to refund the customer the $85. The customer came into our office and picked up the $85 check and she deposited into her account. At this time ********************** had a new fraud alert system placed on the banking account, our controller must go in and approve any check for an individual or vendor that is not previously approved with our bank. The check for the customer was not approved as our controller was out of the office and missed the email from our bank to approve payment to the customer. Because of this it caused the customer account to get over drafted. The customer then called our office upset that her account was overdrawn, Mowery then provided the customer a check for $133 to cover the $85 and the overdraft fees the customers bank charged her.
   On October 31, 2022,the customer called our office stating she had no heat. A technician was dispatched and upon diagnosing the system determined the incoming electrical wire from the electrical panel had burnt. The technician recommended the customer call an electrician to replace the wire. The customer was charged an $85 diagnostic fee which the customer did pay.
   I was involved with this customer and spoke to her on the phone and agreed to refund her the $85 and the $48 overdraft fees that she incurred. We apologize for the check accident it was purely a mistake and something new that our bank at just implemented. After the visits in May and June to work on the air conditioner with the last being on June 28th, 2022, when we found the plugged air filter, and we no longer heard from the customer until October for a no heat we assumed the air conditioner had been fixed and that the no heat problem was not related to the air conditioner problem since there was 5 months between service calls. We gave the customer a quote to fix the furnace in October, but she stated she had a friend that could fix it cheaper, Mowery has no idea who the individual is or if that are an actual HVAC technician. In good faith Mowery would agree to a refund of $465 which is half what the consumer has requested minus the previous $85 refund.
   
  
  
  Thanks,
  
  
  *********************
  General Manger
  **************
  **************************************

  Customer response

  03/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

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