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Complaint Details
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Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a new heating system installed at the end of 2021 and it hasnt been right from day one. First problem was one unit was broke so had to wait for new one. Then after upstairs unit was installed it went out in less than 2-3 months, found out it was installed wrong. They have been here every time Ive had to switch from heating to cooling to fix a unit or part. 3 weeks ago they said it was the board for my outside unit. I called Monday and the lady couldnt find my order. I called today 7/10/2024 and the lady said the parts manager hasnt seen my part but they will call me when they do to schedule appointment. The system is not right for my house and is not meant for primary heat but it is my primary. I just want this resolved so I dont have to keep paying service fees for a faulty unit every 3 months and also so that I dont have high heating bills through the winter. My house in the coldest part of winter downstairs is usually between ******. I have grandchildren here so I have to add additional heaters to get heat. That really racks my electrical billCustomer response
07/11/2024
Want them to repair or replace bad system
Business response
07/11/2024
I spoke with ***** on 7/11 at 1:15pm. ***** has some concerns about her unit and ultimately if we will be able to do the right thing by her and make this issue right. I have offered my assistance to fully take care of these concerns at no cost to her. ***** will be installed with the new correct parts that will fix her unit properly. The cost of this will be covered by Masters Heating & Cooling. I also informed ***** that we will be refunding her service call in good faith. ***** was happy with the result, and we had a very good conversation. I have offered my cell phone number to her so she can reach me with any needs in the future. All concerns at this point have been resolved and I look forware to taking care of ***** in the future with any needs.Initial Complaint
06/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a warranty my AC was covered for parts and LABOR I was told anything wrong call us 24/7 we'll come fix it free of charge. So Friday my AC stops working. I called them, they want to charge me a $250 diagnostic fee. To come see what's wrong with it. So I told them labor is covered IF THEY CAN DETERMINE WHATS WRONG WITH IT WITHOUT USING ANY LABOR ILL PAY THE **** OTHERWISE LABOR IS COVERED. They still think they can extort me for a diagnostic fee. IM NOT PAYING IT AND IF I DO IM GOING TO SMALL CLAIMS AND THEY CAN EXPLAIN TO THE JUDGE WHY THEY FEEL THEY CAN EXTORT CUSTOMERS TO FIGURE OUT WHY THEIR PRODUCT UNDER WARRANTY HAS STOPPED WORKING AND WHY THEY FEEL THEY CAN CHARGE ME TO FIGURE OUT WHY THEIR PRODUCT STOPPED WORKING. ITS UNDER WARRANTY I DONT CARE about why it stopped I don't care what is wrong. I only want it fixed and the cost to do that under THEIR TERMS INCLUDES LABOR. 3 DAYS IVE BEEN WITHOUT MY AC TODAY IS THE 4TH.Business response
06/26/2023
Our company policy is no trip charge in the first year after installation of a new system. After that and for every other customer it is a $99 trip charge during normal business hours, $159 after hours trip charge for ************ Maintenace Customers and $249 after hours trip charge for Non ************ customers. This call came in at 11:00am Sunday 6/25/23 which is outside normal business hours, and this customer is not part of our ************ Maintenance Program so the $249 after hours trip charge is correct. The equipment was installed 6/12/2020 with no preventive maintenance done on his equipment since installation. Customer has only called us out for service 1 time since installation and that was 11/5/21 and the customer paid the $79 trip charge with no issues.
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2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.