ComplaintsforFull Nelson Services

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My AC went out 5/18/24. I called Full Nelson and they sent **** out charging me a $149 emergency fee. Within a few minutes of **** looking at my AC, he started to sell me on replacing my unit for $19k. I told him I wasn't ready for that and needed my AC fixed. I told him the fan on the outside unit wasn't working. He said he'd put on a new capacitor for $510.25. Considering my house was 80+ degrees I agreed even though I didn't think that was the issue (it wasn't), which I let him know. He required I sign agreements prior to providing the service. The AC worked for ~3 hours and shut off again. My house was 80+ degrees all Saturday night, all day Sunday through Monday. When I talked to **** Monday, he said that if I'll agree to replacing the system, he'd come fix my AC unit to get me by for no additional charge, basically putting me in an impossible situation. I ended up calling a different HVAC contractor who fixed my existing unit. Additionally, I had the new HVAC contractor quote me the same replacement/upgrade as Full Nelson for $13k less!! This is a very deceptive business practice. This company is taking advantage of people who are in a tight spot to sell them instead of help them fix their issue, which is was their supposed to do. When the customer isn't fully knowledgeable, they can take advantage of them. There are state laws in Kansas to protect consumers from these types of practices and I will be exploring those should this not be handled as it should be. I would like a full refund for the service totaling $659.25.

  

  Business response

  05/21/2024

  Our HVAC manager reached out to *** ***** and discussed the issue with him.  The customer explained that he agreed to the emergency fee as it was the weekend and an emergency call.  The company has agreed to refund *** ***** the difference, which is $510.25 on his credit card he used on May 18, 2024, and has already been processed.  Our intent is never to make any customer feel like they are cornered.  We take these things very seriously and are reviewing all aspects of this with our service expert to make sure our services are always to be concerned about customer safety and comfort.  We always provide options and we are making sure our service expert understands what needs to be done to fully execute the customer experience.  We do apologize to *** ***** and appreciate his understanding of taking care of this matter swiftly.

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