ComplaintsforCrystal Heating & Cooling

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air conditioner purchased in 2023 from Crystal heating and cooling was freezing up. A repairman was sent to make adjustment to fan if needed. He indicated there would be no charge for the call as conditioner was under warranty. As he was preparing to leave he said he had talked with his boss and was going to charge me over $500.00. I indicated I was not going to pay. He then asked me for signature verifying he had been there. I signed saying I was signing to verify he had been at my house but I was not paying. After the repairman left I called the individual from Crystal heating and cooling who sold me the unit. I then received an updated bill for over $300.00. Never after telling me there was no charge was I given any indication that all changed until he was preparing to leave. The air conditioner only needed different filter which had been addressed many days before Crystals courtesy call which happened because it was under warranty. So the air conditioner was working fine and I was told Crystal just wanted to check it out and as I said adjust the fan if needed. They keep sending me bills which I have yet to pay

  

  Business response

  09/06/2024

   In 2022 Crystal Heating and Cooling was contracted to replace a ********** Furnace with a new *********** Furnace.  This specific replacement job required Crystal H&C to adapt the new Carrier Furnace to the existing Lennox Coil and existing Lennox Air Conditioner.  This install included a One Year labor Warranty on all CHCs work performed along with a Carrier 10-year parts warranty for the new furnace.   
  
  When looking at the new Carrier Furnace installed in this home there is an indoor evaporator coil that is manufactured by ****** sitting on top along with a matching outdoor Lennox Air Conditioning unit. These two items are a key part of the cooling system, both of which existed at this location before the new furnace and are approximately 14 years old. 
  
  The new Carrier Furnace is responsible for the Airflow required to operate the cooling system.   When the technician arrived in July our records say to Check Airflow.  We cannot make warranty judgment calls until a technician inspects the operation of a unit. Once this furnace was properly assessed it was determined that it was in good working order with no problems, making this not a warranty issue and became a billable call.
  
  Our technician did determine that the problem was not due to the furnace or its installation and noted in his invoice that the cooling problem was caused by the previously installed air conditioning system (see attached).
  
  The invoice had already been adjusted once from $547 down to $347 as a courtesy.
  
  Having paid other invoices and diagnostic fees for previous calls since the 1st warranty has expired (labor warranty expired 9/22/2023) the customer clearly understands our invoice pricing policies. These policies are also discussed when appointments are scheduled.
  
  

  Customer response

  09/06/2024

  The air conditioner needed no repair because the size of air filter was causing freezing. I was told by technician there would be no charge before he started. At no point did he indicate the no charge was changed to charge.  If I had known charging rates were to apply I would have declined because the unit was working fine with different filter. It still works. The company suggested the service call even after I told them it was working.

*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. ↩