ComplaintsforCentral Air Heating and Cooling LLC

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called this company for emergency repair of air conditioner. Spoke to a *****. She mentioned that there will be a $89.00 charge plus parts and labor to fix the problem. She promised that the technician will not leave without fixing the air conditioner. The technician showed up, spent about 10 minutes and said that there is nothing he can do. Charged me a total of $170.99. Technician said he cannot fix the problem. The only reason I agreed to hire this company is because of the statement ***** made. False statement to sell their work is not good business practice.

  Business response

  08/24/2022

  Customer called on the weekend with no air conditioning. We cannot guarantee anyone 100% that their unit can be fixed on the day we come out. This particular unit had a specialty motor that we did not have in stock, no company has vans big enough to have every part for every single brand of furnace and air conditioner. The customer was told that we would have to go to a supply house on Monday and get the part needed if the supply house was in stock. This is normal procedure. Our service men are paid to be on call 24hrs a day and paid overtime to go out after hours. We figured out the problem and we would have fixed the problem as soon as we could get the bad part. We did not originally install the equipment for this customer, we were called out because of a failure.  

  Customer response

  08/24/2022

  Complaint: ********
  
  I am rejecting this response because: The excuse that they cannot have all makes and models of motors is not acceptable. If this is the case, they should mention this clearly to the customer before they send their technicians and NOT make the promise that they will not leave without fixing the problem. They should state exactly what this response says. BUT that is not what ***** told me. They charge customers overtime under a false promise and pretense. This is unacceptable.
  
  
  
  Sincerely,
  
  *** *******

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Misrepresentation of what their assessment fees and labor fees are. I called the secretary about pricing and she told me there was a service fee of $59.99 which includes a 15 minute assessment. The service tech came out and was able to diagnose the problem. It was a simple flip of a lightswitch that my kids must have hit at some point. I did not request any other service at that point. They ended up charging me an additional $54 even though no labor was done and only the assessment. I called and asked to speak to a supervisor. They were not available at the time and were supposed to call me back but I have not heard anything yet.

  Business response

  04/03/2022

  when you called the secretary she gave you a $54 credit. We are sorry that the service technician overcharged, sometimes they make billing mistakes and we are happy to review it and fix it if there is a problem, if you would have asked the technician when he gave you the bill he would have fixed it.The credit was given as soon as you called, not sure why you would want to report this to BBB since it was a Friday and there were no supervisors in the office and didn’t give any time to respond before reporting us. We strive to keep all of our customers happy

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