ComplaintsforPioneer Heating and Cooling, Inc.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Pioneer Heating & Cooling Inc. on a Tuesday to make an appointment as our furnace had stopped responding to our thermostat. Speaking to the woman who answered the phone, she "put me on the schedule, and hopefully someone would be out by Thursday". Thursday came and went, so I called back. They were able to schedule a technician for early Friday morning, she said the service fee was a flat fee of $99, and the technician would provide an estimate of any repairs if it was unable to be fixed while they were here. I agreed.On Friday, I walked the technician through the steps we had taken to fix the problem. He disassembles the furnace panels, unplugs the wiring, and locates the issue: the flame sensor has gone bad. "No problem" I say, how much would it be to replace it? $199 + tax. Seems high for such a small part. He also doesn't have one with him, so after 11 minutes at my residence he leaves, and tells me he might be back today if they have it in stock, he might not.I do not hear from PH&C or the technician for 8 hours. I do a simple ****** search, and the part averages $8 with a HIGH price of $11. I call PH&C and they say "it costs what it costs". They are able to give me no explanation other than the technician deciding the price(s).I call the technician and ask, he provides me with no additional information other than the price again: $199 + tax. I inform him that I am not interested in his repair, at which time he asks for my credit card information. He claims the total is now $178, instead of the $99 originally agreed upon at the time of booking. He quotes me at $79 for an hour of work, despite his 11 minutes at my residence and the fact that he disassembled my furnace and left it. I decline to give my credit card information and instead ask to be billed.Today I receive a bill for $244. Quoting the original $99 "Trip Charge", and now $145 for the 11 minutes the technician was at my residence. No installation, no part, no nothing: $244.

  

  Business response

  11/30/2022

  The technician was dispatched on Friday Nov. 4th  and proceeded to diagnose the reason for not having heat.  The technician did not have the part necessary to fix it on his van and said he would return with it as soon as he could, that very day or the next.  Upon learning the diagnosis the customer determined he could get the part cheaper on the internet and opted to decline the repair. Once we knew we would not be returning for the repair a bill was sent to the customer for the service call and diagnosis.  

  The customer called to express concerns about his bill on Friday, November 19th.  Our office coordinator did her best to describe the charges applied by the technician at the time of service.  I was alerted to the customers' concern on Monday 11/22/22.  Upon hearing of the concerns I reviewed the work order and spoke to the technician regarding the charges.  I was able to determine that the appropriate charges should have been $179 for the call which would include $99 for the trip charge and $80 for minimim labor rather than the $245 he saw on his bill.  This was a mistake made by the technician and was easily remedied. When I called to explain this to the customer and that he would only be billed for the standard trip charge and minimum labor he aserted that the minimum labor was never explained to him and he should not have to pay it.  I offered that this is standard billing for any call and that this accounts for the technicians diagnostic time.  He said this was not explained thoroughly to him at the time of dispatch and he should not have to pay it.  I could not determine exactly where the communication broke down as this is something we explain to everyone on the phone, even before booking the appointment.  I then offered for him to pay the trip charge that he had anticipated and make the situation amenable to all.  The customer agreed and the issue was resolved.

  It is my understanding that this matter is fully resolved and was easily worked out between us and the customer. 

   

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