ComplaintsforM.D. Repair, LLC

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called this company to repair my furnace/heat pump and the tech came out 11/09/2022 and said it was repaired. I paid $489.00. It was warm that day but started freezing by 11/11/2022. When I called to complain the company said, "we don't do warranty work on the weekend". I said you should come fix this problem. They did not come out and I got another company to fix the problem on 11/14/2022 for $305.48. We froze all weekend. This is terrible customer service. I chose this company because of their high rating by the BBB.

  Business response

  11/15/2022

  This customer called us on Wednesday morning November 9th, 2022,  after our schedule had already been released for the day. We worked him into our schedule and sent a technician to look at his system and diagnose it. The customer complained of no heat. The technician started outside with the heat pump and found that there were three wires that had been taped together that were bad.  This was causing the fuses to blow. He bypassed those wires to start up the system to see if there were any other issues. He then found that the air handler would run for two minutes then shut off.....this happened for three cycles and he then diagnosed a bad board. This system was installed by another company but did still have a part warranty which we honored. The technician went to the distributor picked up the warranty board along with low voltage wiring to go back and repair the units. He rewired the low voltage wiring at the heat pump where the wires were bad, there were only 5 wires there and he needed 8 wires to fix that issue.  He then changed the board, the fuses and installed a new thermostat for this customer. After all the repairs were completed both the heat pump and the air handler were working as they should. The system worked for over two days before another issue arose. He called our on call technician on Friday November 11th at 8.26 pm and stated it wasn't working and he needed us to come back. The technician explained to him that any warranty work has to be completed during regular business hours but he would be happy to come look at it and see what the problem might be, however it is after hours and there would be a charge of $150 to come out. The customer refused to pay the charge and hung up on the technician. We called him on Monday, November 14th in the morning to try to get him on the schedule. We finally spoke to him and explained the technician was only doing his job by explaining to him about the overtime call and we can not get warranty parts on the weekend. We apologized to him for any inconvenience that this may have caused but we would be happy to come out for no charge to him on Monday, November 14th. He did not want us to come out and said he didn't trust us. I tried to explain to him that we are not going to charge him and he hung up on me. He then left a review for us and I responded to this as well and have attached it. I am not willing to give this customer and entire refund of what he paid us. We had to go get a WARRANTY part for something that we did not install. We have to file this warranty which takes time as we have to return the part as well. We also used new wire and a new thermostat was installed. I am not sure what else we could have done but to be honest and open with him.

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