ComplaintsforLegacy Heating and Air, Inc

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In may of 2023 I called Legacy and told them that I had spoke with the then supervisor (in 2022) about a failing compacitor on my 2 year old unit they had installed, and he told me we would cross that bridge once we got there if the part needed replacing. I asked multiple people is it normal or even typical that a compacitor goes out on a 2 year old unit that is only ran a few months out of the year and maintained by the installer. Everyone said it's not typical, but could happen. So when I spoke with ***** she told me that because I had initially told her I would not pay for the service visit she would not send a tech out. We spoke multiple times and she said the same thing, even though the program I am paying for guarantees me service. (No where does it say pending I pay first ). I threatened to call the police, go on social media, file a complaint, and to all she said "Go for it". I explained my frustration on having a less than 3 year old unit (that we are still paying on), a maintenance fee (that we pay on monthly) 3 small children and a dog, and a husband that works 2 factory jobs are going to be in 90 degree weather, but she still would not send a tech. At no point did she offer any alternatives such as billing me later....they know all my information. I asked to speak with someone higher, to which she said she didn't know if that would be possible, but she would try. I told her I can't believe they would leave their business in her hands to which she responded, "flattery will get you nowhere" to which I responded "ok well who do I have kiss, such, or lick to get some ac?she then called me "disgusting and a a very disgusting woman for speaking like that in front my children." My children have no idea what I said or the meaning, however they know what disgusting means and that she called me that. I ultimately ended up giving ***** my credit card info via phone to have a tech come out, however not before she hung up on me. Legacy does not stand being their word

  

  Business response

  05/31/2023

  We apologize that ***************** had an unfortunate failure of her AC system on May 30th, 2023. The unit was installed July 7th, 2020.  The unit purchased has a 12-year parts warranty and the customer chose to opt for the ****** labor warranty which expired on July 7th, 2021. Under the maintenance plan ***************** is a part of she receives a reduced service fee of $75 if a problem occurs with her system, this is payable at the time of service.  Upon a previous scheduled maintenance call on August 3rd, 2022, the technician found her capacitor testing weaker than what it should be and advised customer she should replace it at that time to avoid a possible breakdown, customer declined the warranty repair quoted.  We sent our ************* Manager to the home to diagnose the system on May 30th,2023, found that the capacitor had failed so he replaced it, cleaned the outdoor unit, and changed the filter, after completing the repairs the system was back up and running as per manufacturer specifications.  These types of part failures are unfortunate and not common, but they do happen even on equipment only a few years removed from installation.  Total repair was $162, $75 for the quoted service fee and $87 for the warranty replacement charge of the capacitor.  At Legacy we serve thousands of customers each year and we work hard to provide the best possible service to every one of them.  

  Customer response

  05/31/2023

   I am rejecting this response because: while this was an uncommon and unfortunate breakdown there was no empathy shown on ******s part, nor any attempt to stand behind their word or product warranty. I am still waiting to see where it states that payment is due at time of service on my contract. Fact is...it clearly states GUARANTEED SAME DAY SERVICE (not pending you pay first or agree to pay). And ***** said flat out "No", she would not uphold their contract and send someone to service my unit. Yes, I spoke with the supervisor in 2022, and as he explained it may never get any worse, which is one of the reasons why I opted to wait it out. The 2nd reason is that once again it was a brand new unit. Being that this should not normally happen on a new unit, ****** and/or ****** should have at least looked into why it did happen this soon, at the very least. My opinion and belief now is that ****** is only out for money, not customer satisfaction. I was talked to and treated not only like a child, but also less than. Their product that they installed, maintain, and should stand behind failed after less than 3 years! That is fact! At the very least an investigation as to why, and the labor/repair covered by them should be offered. This was not a 5 year unit or a 10 year unit, this was a brand new less 3 year old unit! What they actually replaced in 2020 was an RV unit (per ******) that from my knowledge had been on the house for 19 years! Bottom line is the entire unit or at least 1 component of the A/C that they sold me was defective, and instead of ******, particularly Missy, recognizing that this is abnormal and trying to make it right, they choose to make the customer responsible for their faulty equipment! Shame on ****** and definitely shame on Missy!
  
  
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a central air unit from this company a year ago and automatically when they installed it the blower motor was out so last summer we had to wait a few days hottest days of the year with no air!Yesterday 6-21-22 my unit went down a tech came out didn't bring testers and didn't seem to know what he was doing.Next day 6-22-22 they called said we have an appointment at **** then called at 11:30 am and said would be closer to one called them at one thirty got transferred to the supervisor that said you do not have an appointment till Friday because that's when the blower motor will be in to fix my unit she was quite rude how she worded everything as I was losing my mind having my kids in the house the prior night trying to cool it down. Then not telling us we had to wait for a blower to come in I hung up on the lady had a mental break down as I have my kids my dogs that are overheating and they have no answers no way to make things right on a brand new / new again blower motor in the unit going out..I feel like they need to be more sympatetic and more caring as to I am paying alot of money for a unit to get rude service and no communication on any of these matters and now I have to wait until Friday. As they have pushed me to wait until. This unit was serviced in the last 20 days and nothing was wrong with it the tech said everything is top notch.I am writing the better business bearu because companies like this should not be able to treat people as they do have zero communication then say there was a mix up on your service. Businesses in 2022 need to make things right do there customers right and out of all of this I can't be 4 days late on a payment but I sure can wait 4 days to have my unit fixed.Legacy heating talked us into this unit as our old one didn't have freion anymore said we never have a single problem with this unit. Now we are at the same problem twice within a years time. What do I do BBB?I'm sure I will get disrespected by them for filing.

  

  Business response

  06/29/2022

  Customer called in very upset that her air conditioner was not working and that we were not able to come out that day to make the repair as the motor that was needed was not in stock any where local and had to be ordered. I explained to the customer that as soon as the part came in that we would get a technician out right away.  She was hard to understand, she was very upset and there was a man in the background speaking loudly. He was not happy and was using curse words to explain his frustration. I was the person she spoke to on the phone as she asked to speak to a manager. I was very kind to her when we spoke, as I could hear how upset she was, and I understand as there has been a bit of a delay in getting parts in. 

  I offered to have a technician bring them a portable air conditioning unit to help with the heat until the part came in, but they declined. She started talking to the gentleman in the background and everything was very muffled. I waited on the line for her to come back, when I didn't hear any noise I called her name to see if she was still on the phone. She responded with a simple "yes" and I again offered her a portable unit. She said "No. I cannot do this anymore. I am going crazy right now". and then hung up the phone. 

  The part came in on Friday as expected. I called the customer and scheduled the repair. She sounded much happier than when we had the previous conversation. The technician went out and made the repair and the unit is working fine now.  I did reach out to the home owner to make sure the unit was working and she confirmed it was and was very happy that we were able to get her air conditioner repaired.  

  Customer response

  07/02/2022

   I am rejecting this response because:
  
  Yes it is working now. The problem I have with this is. I had an appointment that day and called in the morning they said my appointment was between 11 and 1 I took the day off work and they call said they were running behind and it would be closer to 1 I said ok and then 130 came around and no call. So I call by this time yes I spoke to the manager and she said I must have been confused when I was told my appointment was at that time that morning and then received a call saying they were running behind that day but I was confused whatever. Second I had to call on Friday when the part came in and ask when my appointment was no one called me my appointment was no later the 6. They came at almost 9pm and he didn't leave until after 11. He didn't have the tools which my husband had to give him tools. And I never received a call after that day

  

  Business response

  07/12/2022

  I apologize that we were late for our appointment. We do our best to call all appointments when we are running behind schedule. And I apologize that we were at the home so late repairing the air conditioner. It is very hard to commit to an exact time a repair will take. We do the best we can to get all customers taken care of in a timely manner, we also work 24 hours to make sure that we are able to get to as many homes as possible.

  The customer did call that morning to check on the part, which was not yet received. Once the part was received that afternoon we called to scheduled the repair.  It was scheduled for an after 6:00 as we were not able to confirm an exact time of arrival due to the extreme temperatures and heavy call volume.  The customer was informed that the technician would call when he was on his way over.  Our system shows the technician did call the customer at 7:45 and was on site at 8:20 to make the repair. 

   

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