ComplaintsforUniversal AC & Heat Inc.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the company on 11/24/21 (Wed) due to the heat going out in my house. The technician came out that afternoon and said there was a tripped 5amp control fuse due to low voltage short in the Y circuit at the heat pump. He stated he repaired the short and replaced the fuse. The heat came back on and I was charged $249.36. The heat went back out 4 hours later. Called the company back and left a message on the answering machine. The company supposedly has 24/7 emergency service. Received no call back and spent Thanksgviing with no heat in the house. Left another message on 11/26 (Fri) but still no response received. Called another company out on Saturday. That company determined the problem to be the compressor. On Monday I called Universal again and someone finally picked up the phone. I explained my dissatisfaction over being charged for a repair that only lasted 4 hours and then not being able to get a technician back out again which left me with no heat in my house. The technician obviously did not do a complete diagnosis and only did a quick and easy fix. I requested a refund and was told by the receptionist that she would give the request to the owner and he would call me back. It was days before I heard from Eric, the owner, and that was only after I had made several more phone calls in an attempt to speak with him. Eric kept interrupting while I was explaining my complaint, became disrespectful, and refused to offer even a partial refund

  Business response

  02/11/2022

  Business Response /* (1000, 7, 2022/01/18) */ From: Eric M. <*****************> Date: Wed, Jan 12, 2022 at 2:04 PM Subject: BBB CASE#: XXXXXXXX To: <**************************> Ms, ******** In reference to Ms *******'s complaint. We ran a service call on 11-24-21 no heat. Ms ******* called our answering service, I believe around 5pm my office closes at 4:30. This was the day before Thanksgiving. When she called and the service and you have an option to hit 9 for emergency service or hold to leave a message in the general mailbox. Ms ******* did not hit 9 and left a message in the general mailbox. We were closed until Monday due to the Thanksgiving Holiday.My dispatcher called Ms ******* back on Monday and was told that Ms ******* wanted her money back for the service call from the 24th, claiming that her heat stopped working later Thursday the 24th and we did not call here back and see called another company to work on the heat. I was not in and called Ms ******* back on the 30th and 1st with no answer or message machine. For whatever reason I did not hear from her until the week of the 27th of December when I spoke with Ms ******* that week and explained my dispatcher was out with Covid that entire week, and I wanted to check with Cassidy . I intended to try again when my Dispatcher returned on 4th of January and did not make the call and I received your email on the 5th of January and that's where we stand at this point. Any questions don't hesitate to call. Thank You Eric M. Universal AC & Heating www.universalacandheat.com 410-544-7334 - office ***************** Consumer Response /* (3000, 9, 2022/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to Universal A/C & Heat's explanation, when I first spoke to Cassidy after having left phone messages, she stated my call for service must have occurred just as their phone system was switching over. There was no #9 option for emergency service when I called or I certainly would have chosen it. As far as Mr. M.'s statement that he returned my call but I didn't pick up or have an answering maachine, why would I continue to make phone calls and then not answer when someone finally does call me? I have a cell phone which includes voice mail. Communicating with this company was certainly a problem but my primary complaint and the reason for my request for a refund was due to the quality of the job that was performed. I contacted the company to fix my heating system which was not working. What the technician addressed was a symptom which is why the fix only lasted 4-5 hours. He did not determine what had caused the short leading to his replacement of a fuse. It is for this reason that I believe a refund is warranted, and the fact that the owner is still refusing to issue one demonstrates a lack of integrity on his part. Business Response /* (4000, 11, 2022/01/24) */ I've mailed Ms ******* a check for $ 164.36 which is the invoice amount - are trip charge of $ 85, as we did drive to her home and diagnose the job. . The original invoice was $ 249.36 - $ 85 = $ 164.36 . Hopefully this will satisfice Ms *******.

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