ComplaintsforDr. P's HVAC, LLC

• Initial Complaint

  11/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  called ahead of time to get my thermostat replaced. I made sure to ask the exact price before I even made the appointment. The lady Kaitlin told me $57 for them to come out and then with the thermostat it would be around $150 total. They get here and then say no it’s 95 to even look at it and the thermostat will be around 300! Mind you we cancelled all the other appointments because she quoted me a price i could afford! They bait and switched me knowing that they waited until the very last minute to come out here. Attached are the screenshots between the worker and myself

  

  Business response

  11/30/2022

  Customer called and stated she needed her thermostat replaced and asked the cost. I stated I was not sure on exact pricing (iI was only helping take calls,which I also stated) but I believed a thermostat was around $150. I offered a same day appointment, which wasn’t available but I was trying to help and told her the service call would be $95 and then the cost of the thermostat. I told her I would text her to confirm the appointment and let her know about the thermostat cost (photos of ENTIRE interaction are included). I texted and let her know I didn’t have an exact cost because the technician would have to diagnose the issue before we gave a number, she responded with an okay. Our technician was running early so he let her know and made sure it was okay to head her way. He arrived and because we offer up front pricing, he let her know the service call was $95, he would diagnose and then come back to go over the issue with her. Customer immediately became defensive and said she was promised a cost of $150 for ALL services. Technician went to his vehicle and called me to confirm. I told him no, I told her $95 plus the cost of the thermostat (if this was the issue) but to just let her know we’d do $95, diagnose and then work with her on cost of fixing issue. He went back to the door, stood in the entryway and reiterated the cost and the customer told him to “get the f*** out of her house and we were liars and she would be leaving bad reviews everywhere. Our technician respected her wishes and left the premises. I texted the customer to go over the issue and offer solutions (had she been calm we would’ve gone above and beyond and probably gifted service) but that just wasn’t the case. She is now essentially harassing our business and posting on all of our pages and attacking our character when she honestly had less than 5 minutes of interaction with us. 

  Customer response

  12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear  

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer. The technician never said they would stick to the 150. He told me 95 and 300 for the thermostat. If they would have offered to stick to the 150 and the 95 I would have just paid it. 245 and 400 are a big difference. You can see in the text where she admitted to telling me over the phone that she misunderstood the pricing and told me 150 when it would have been double. She only then said I cursed out the technician and said they recorded me in my home and that she would need to listen to the recording. If there is a recording I never consented. I do know that all of their calls are recorded and if you ask them to pull the call you can clearly hear me repeat back to her 150$ for everything. I left them the review they deserve and when I tried to warn other people about their business practices they blocked my account. I never cursed at anyone I only said I was uncomfortable and that they needed to leave. They clearly had no intentions on giving me the price I was told. They are clearly lying about how the situation went. ask them to pull the call and she said in texts they recorded me in my home so I would like the recording to be pulled as well. They cannot continue to treat customers this way.
  ******* *****

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩