ComplaintsforE. L. Walters Air Conditioning & Heating, Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contacted E.L. Walters in October 2023 to look at repairing my water heater. When the service agent arrived we had informed him what the problem was, and he immediately agreed. He then was on the phone working to order the part. He left stating that they did not have the part and would call back when they had more information on when they could get the part and how much. Since we never heard back from E.L. Walters, we assumed they could not get the part, and proceeded to fix it ourselves successfully. The service agent then arrives back to our home unannounced a few days later with the part. We informed him that this was already fixed since we did not hear from anyone. I then receive a bill from E.L. Walters for multiple trips (even though only one was approved), multiple hours (even though the agent spent less than 30 mins at our home), and for the part (even though it was not approved to order). They proceeded to send the following email threatening to put "a mechanics lien" against our property if we do not pay them for this service that was not approved or delivered. "Hi ****, I have been trying to reach you regarding your open balance from service work/repair to your water heater. I need to hear back from you to see if we can make some kind of payment arrangements. If you cannot pay your whole bill, we can make arrangements to spread out payments on your balance. It is imperative that we hear from you right away. If we don't hear back from you by Dec. 15, 2023, we will be filing a mechanics lien against your property. Please call as soon as possible. Thanks! Best wishes, ***** ****** E. L. WALTERS Air Conditioning & Heating Inc. ***** ** ***** ***** *** *********** ** ***** Phone: 1************* Toll Free Phone: 1(************ Fax: 1************* *******@elwalters.com"

  

  Business response

  12/19/2023

  10/10 - Upon arrival our service technician found unit partially disassembled from a plumbing company.  Checked unit and found leak in the heat exchanger middle pipe that was not repairable and needed new pipe.  Ordered part.  We have GPS tracking.  Technician was dispatched at 2:55 p.m. Arrived on site at 3:11 p.m. and left site at 4:25 p.m.  See attached. 
  

  10/16 - Returned with part and customer advised that problem had been repaired.  This trip was adjusted to no charge.
  

  Originally sent billing for restock fee, shipping, and both service trips.  Homeowner disputed billing.  Removed restock fee, shipping and second trip charges.  

  Issued additional half hour labor credit of $47.47, so customer was only billed for time on site on first trip.
  

  Did receive any notice about this complaint until today 12/19/2023

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