ComplaintsforCarlson Duluth Company

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 10/16/2023 Carlson Duluth Company came to my home to replace a ************* on my furnace that was under the manufacturers warranty, the manufacturer covered the part at no charge and paid them 1 hour to install. (the amount of time that the repair should take.) I was expecting to be billed for travel time to do the repair, we are ***** minutes from their shop, they had to return to their shop to get needed part so they made 2 round trips to my residence which would calculate out to 2 hours, when i received the bill they had charged me for 4 hours so i contacted them to find out why and wound ** in a heated discussion with the service manager telling me they had to make a phone call to the manufacturer and that justified the additional 2 hours. i feel that they intentionally price ***** their customers and that they owe me a credit for 2 hours that they overbilled me.

  Business response

  11/03/2023

  ****************

  Thank you for your message. 

  From our perspective you were billed the appropriate amount. **** had (and was paid for) a total of five hours for your service call. The initial visit was to diagnose the problem and then work with the wholesaler and manufacture to order and replace blower for your boiler. From there, we returned with the warranty part and replaced it. We then had to return the faulty blower to the wholesaler and fill out the warranty paperwork for you so that you would not be charged for the $600 part. Carlson Duluth was given credit for the part and 1 hour of labor from the manufacture to replace....this one hour does not include and diagnostic time, drive time to your house, part gathering time, or warranty paperwork time, yet all are justifiably able to be charged to your job. We billed you for four hours which is the balance not covered by the warranty. This, in our opinion, is not price gouging. It is simply the amount of labor needed to take care of your problem.

  Sincerely,

  ****** Carlson

  Customer response

  11/04/2023

   I am rejecting this response because:
  
  Mr. Carlson,

  i am surprised you didn't charge me for responding to my complaint to BBB, however you look at it, this is a warranty repair that should have easily been done with a maximum of 2 hours billed to me. I can tell by your response that you aren't going to budge on this price gouging so the best i can hope for is that potential future customers read this and have second thoughts as to doing business with your company. I will not be.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Carlson Duluth company about a major problem with my new heaters and air conditioning system they installed on july 28,2022.Its was 18 days since I contacted them with this problem .I called them yesterday wondering if they were coming to fix this and they said they forgot,they finally scheduled a service work order and its not until November 17. I am very disappointed in their service or lack there of.

  Business response

  11/14/2022

  We apologize for any inconvenience. It is our plan to take care of the issue asap. Thanks!

*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. ↩