ComplaintsforIlliana Heating & Air Conditioning, Inc.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  September 6, 2022 furnace yearly service by Illiana Heating and Cooling. They originally installed furnace and AC units. Was told heat exchange unit was bad, needed replaced. Furnace should not be used for safety reasons. Heating exchange unit was still under warranty. Only charge would be the labor to install. On around Oct. 24, (unsure of exact date) technician came to replace heat exchange unit. He started installation at 12:30 pm. By 2:00pm, he had completed installation and was packing up tools. He presented a bill for $920.00 plus a $68.00 service fee. Total charge for an hour and a half of work was $988.00! I asked the installer what the hourly rate was and he said the charges were by the job, not by the hour making the hourly rate I was charged $600.00 an hour!! This company advertises to be a *********** ******** I am ****************************** my home. These charges are outrageous. I feel I was taken advantage of. I will no longer do business with them again. I would like someone to investigate these charges. Your help is greatly appreciated. Thank you, *****************************

  

  Business response

  11/11/2022

  We called the customer on 11/10/2022 and left a voicemail that we were calling to see if we could come up with a reasonable solution to this issue.  We have not received a return call yet.  The customer agreed to the price quoted, and we proceeded with the installation of the new heat exchange.  Our company uses flat rate pricing, not hourly pricing, which was explained to him when he stopped in our office prior to this complaint.  We made sure to send a very qualified technician who was well trained on the replacement of heat exchangers.  He was able to quickly and efficiently complete the job due to his experience and knowledge.  We do not feel we have taken advantage of this customer.  We performed the work he requested and agreed to.  We are sorry this customer feels he was taken advantage of; we take pride in serving our customers in a timely manner with upfront pricing.

  Customer response

  11/18/2022

   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.

  
  

  Thank you.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Illiana Heating & Air Conditioning was hired to fix a leak in the air conditioner unit they installed a couple years ago. They charged us $148 for the service. The tech said that he was going to blow out the drain line because he that it was clogged. When he blew out the drain in the ** unit, he caused the drains in our master bathroom to explode and erupt all over the bathroom. The bathroom was coated in a gray sludge that smelled so bad it was nauseating and caused us to gag. It coated the granite countertops, floor, splattered on the walls and the ceiling. It also damaged several household items and electronic devices. Illiana caused a huge mess!The tech said it wasn't his fault and that he wasn't responsible to clean the mess. We called the office immediately, but was told there was nothing they could do about it. She literally told me to call back the next day. The tech left, and laughed on his way out as he told us to have a good night. We had to hire an emergency disaster cleaning service to come clean the bathroom. The cost of the damage and cleaning was substantial. We should not be charged the $148 fee for the damage they caused.

  

  Business response

  10/27/2022

  The $143 charge was for a service call and clearing a drain as reflected in the attached invoice.  The cleaning needed and damaged that occurred as an unfortunate accident are being covered by our business insurance which has been in contact with the customer and it handling the claim on our behalf.  No refund is due at this time.

  Customer response

  11/01/2022

   I am rejecting this response because: Illiana's service tech caused over $6000 of damage to our bathroom two months ago and their insurance hasn't paid a cent.  We should not have to pay $148 for a service call that caused all of this damage to our property.

  
  
  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are 3 items that happened with this contractor. First, we were quoted and charged for a new furnace, air conditioner, and coil based on quoted model nos. When reviewing the paperwork following a problem this summer, we found that two of the units were downsized with different models. There was no adjustment to the price quoted. We paid a total of $12,539 for model 4A7A7036A1000A air conditioner, model 4PXCCU48BS3HAA indoor coil, and model S9V2B080U4PSAA furnace, all ****************** Models were changed and written in later for the coil model 4PXBU48BS3HAA and furnace model S9V2B080U3PSAA. These as I understand are changes in sizing. No adjustment to pricing was made.Additionally, we found when I called for maintenance of chewed wires on 4/23/20, I was charged for 2 hours to fix the problem, total $233. Worker was there total of 45 minutes including diagnostics and paperwork. I found out this spring when I had issues, the wires were never repaired, only bypassed. There was a note in the condenser indicating that had been done on 4/23/20, the same date I was charged for the repair. I then had to pay someone else to do the work Illiana previously charged me for.Finally, I had trouble this year with the ** not cooling. Several people looked at it and could not find the problem. However, when I called Illiana out, they immediately found that the second stage had not been wired in. They did so and charged me accordingly. I also found out earlier that the settings were set for single stage. I cannot swear wiring was not worked on in the condenser, but the wiring in the furnace was not touched by anyone else. This is great business when you do not finish the installation and charge later to 'fix' the problem.These issues together tell me I have been frauded and think some type of resolution is due.

  

  Business response

  09/12/2022

  I will address the customer complaints in the order they were received.  First, the complaint about equipment installed in December of ******************************************** the past but I will reiterate it here as well.   The coil size was changed in order to match the width of the furnace being used in the home.  The *** width coil originally proposed by the salesman was not quite right for the furnace used for this installation and was therefore changed to a "B" width coil to match.  This is a change in physical dimensions of the coil only, not in the capacity or "size" of the system.  Likewise, the furnace installed was a 3 Ton blower drive instead of a 4 ton drive originally proposed.  Considering the nearly 5 year timeframe since installation I cannot say for sure, but it may have been that 4 ton drive units were not available at the time of installation.  Regardless, the customer only needed a 3 ton drive on the blower of the furnace to match with the 3 ton air conditioner that was being installed and neither of those valid substitutions are related to the issue the customer had and would not have resulted in any pricing difference at the time of installation either.  

  Second, the call on 4/23/20 the customer was not charged for 2 hours, but rather for 2 - 15 minute tasks as shown clearly on the attached invoice. 45 minutes as stated by the customer would support that 30 minutes of repairs charges.  The nature of the repair at this time was an animal of some sort chewing on wiring that required repair inside the outdoor condensing unit.  I am uncertain what repair and bypassing the customer is referring to - after the repair made in April of 2020, we did not hear from the customer until June of 2022.  I can only assume the repairs made in 2020 were valid as the customer would have certainly contacted us with the same problem after paying for a repair that was not performed.  The technician there in ******************************************************* 2020 and the repairs made in ************************************************ 2022. 

  Third, by the customer's own admission, multiple parties have worked on the customer's equipment.  The nature of the repair in June of 2022 was that a 3rd party (or customer) had replaced the zone control panel in the home.  Not Illiana Heating.  In doing so, the other party did not configure the new zone panel correctly for the customer's ******* air ********************** condenser.  Because of that oversight, the air conditioner was only running at the lower capacity first stage level.  Our technician discovered the issue and corrected it for the customer at a cost as the issue was not caused by anything Illiana Heating had done, but rather whoever replaced the zone panel.

  In closing, Illiana Heating has not defrauded the customer in any way, shape, or form and from my investigation into this situation it appears that we have always replied promptly when the customer has needed our services and repaired the issues quickly and correctly at a fair cost.  As such, no resolution would be due to the customer from *********************************************.  

   

   

  Customer response

  09/12/2022

   I am rejecting this response because:
  
  I cannot believe the difference between a 4 ton furnace as was quoted and the 3 ton unit that was installed does not have a price variance.  I had another HVAC contractor tell me there should be a price difference between the two.  There is no way they can refute that they installed a smaller unit than was quoted.  I have sent the paperwork to prove it.  Even worse, was that there was no communication of the changes in size.  They just did it in hopes it would not be found out.
  

  I cannot see the attachment referred to above for the repair bill of 4/23/20.  I was charged $216, much more than should be charged for 2 - 15 minute tasks (especially in 2020).  But I was charged for a repair of the chewed wires.  When this was looked at this year by another vendor, there was a note on the unit that the pressure switch was bypassed.  This was instead of the repair that was paid for.  I had to pay to have it repaired again.
  

  My experience with this contractor is that they NEVER respond in the customer's favor.  They are all about making excuses instead of even listening to the customer.  The reason I went to this contractor in the first place is they are very vocal that they are a 'Christian' ************** My experience is that they are anything but....

  Unless Illiana is willing to discuss financial recompense, any further discussion is a waste of time.  Their idea of discussion is they talk and you (the customer) listens and accepts what they are told with no questions asked.

  If some resolution is not found, then I will be all over the internet posting negative reviews regarding my service.

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

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