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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was charged $89 for dispatch fee and additional $140 for parts and labor, however nothing was repaired only an estimate for repairs that could not be done that day. I am willing to pay the $89 fee, the extra fee was not disclosed when scheduling service or by service tech until invoice was presented.Business response
07/11/2024
*****, after listening to the phone call in which you scheduled the call it sounds like you were told that there was a $89 dispatch fee plus the cost of parts and labor. Our technician was there for an hour and a half working, it looks like he did a considerable amount of work searching for the leak after the diagnostic determined the unit was low of refrigerant. We apologize if he did not clarify that the diagnostic was done at that point and his time was then chargeable. Although we went way above and beyond the cost of a $89 dispatch fee tracking this down for you, we will refund the $140 based on the fact you are saying the leak search was not approved.Customer response
07/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
10/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Transaction date: 10/26/23 Amount: $324 Business committed to tune up the furnace at a cost of $79 The igniter was broken by the actions of the technician. The replacement part was offered for $245 while retail cost ranges from $16.99 (Amazon) to $52.60 (Ace Hardware). The technician refused to finish the service without the part. Because of the active heating season, I had no chance to invite a different company to fix it.The technician explained that the parts prices are fixed and company management would not be willing to discuss this matter.Invoice ********Business response
11/20/2023
Dear ******, the refund of the igniter is being processed and is being sent out to you. From our understanding, your igniter was extremely brittle and worn after years of use. We apologize that when your igniter was removed to be cleaned, the part broke because of the delicate nature of it's current state. We are glad that we were able to get this replaced for you before it's undoubted nearing failure. We have informed ************** that it would have been best to discuss the delicate nature of this part before it was removed, as to inform you of that. We do recognize that you can easily find the price of parts at a cheaper rate, as in many business's the cost incurred reflects what is involved with the skilled labor, training, and diagnostics of a quality technician as well as the the convenience of having the part, installing that part and providing a superior warranty to that of our competitors. We hope that we can move past this and continue to work together into the future.Customer response
11/22/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
02/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 2/22/22 I called and scheduled to have a heating technician to come diagnose my broken furnace. I was told it was 84 dollars for him to come out. The tech arrived on 2/24/22 and spend about ************************************************************************************************** that for todays diagnosis it would be 154 dollars which I paid but did not agree with. They did not tell me there was a hourly rate on top of the 84 dollars. Then the technician told me that a new control board would be ****** dollars and he had one in the van. He proceeded to explain that since the furnace was old that it would not be worth it to put in the board and I should schedule an estimate to have my entire furnace replaced. So I scheduled the appointment. After thinking about it some I decided to inquire as to the cost of the control board. I found 5 different control boards new ranging from ****** to ****** dollars. Which then I realized they were charging 3x the normal price for the parts and had already cheated me out of ********************************************************************************************* to replace my furnace. I called them and complained which they said they would listen to the original call and possibly refund the 70 dollars if I was not told about it on the original call because they "always tell people that there is a hourly charge" which they did not tell me that. I feel they were trying to not only ***** me for the price of the parts but also tried to get me to buy an entire new furnace during the cold winter here in michigan. I think they are a bad company and they are likely doing this to many customers. I would like a complete refund of the 154 dollars. I do not believe they are reputable for such a large business and they have gotten that way by doing what I explained above. I am very tempted to file a civil suit at this stage to get my money back. If you would like the original bill they will have to provide it.Business response
08/25/2022
Refund issued to customer.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.