ComplaintsforLong's Heating and Cooling

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had some hail damage in 2021 & were told the AC unit outside was damaged & we needed to replace it. I got a 2nd opinion from ****s, & they were the comp. that installed the new one. We had several people come out over the summer, as we had issues come up where it wasn't working right. They finally got it working, and it was ok till 2022 when, in spring, we turned the AC on, & it didn't work! They came out & after a few more visits, finally got it up & running again. Now, it's 2023 & we turned it on & yet AGAIN, it didn't work! They set up an appt., telling me that they would be here "Tomorrow". This was Monday May 8th. But, when they hadn't shown up on Tuesday I called & was told "No, your scheduled WEDNESDAY"! Needless to say, we were not very happy, but we said to just have them keep that appt.. The office lady called me Wed. morning & woke me up asking "what is this all about, what does it mean you can't be there till 7pm"? I told her, no, that was notes from TUES. when she was trying to fit me in! I explained that someone had told me the wrong date! She LAUGHED & said, of that was me, sorry! I called back after waking up more, & told her I was a little upset that she had just laughed it off. She got huffy with me & told me if I didn't like it, I could go someplace else, to which I asked to speak to the owner. He got on the phone & after an exchange, we finally, I thought, came to an understanding, & his guy came out & worked on it. But, it's STILL NOT Working right! I told them I would be happy to pay the bill IF & WHEN it is a WORKING unit & I can turn it on in Spring have have it work! He has written me several emails basically telling to go someplace else, he's done with me & pay up or he's sending me to collections! It's only TWO YEARS OLD! They have been out here at LEAST 8 or 9 times over those two years 'fixing' stuff!! I only want what we paid for! A WORKING unit!! I didn't think that was asking too much?! I don't know what else to do now! Please help

  Business response

  06/14/2023

  Response to Tamara Price complaint to BBB
  

  1.  Outdoor unit coil had damage from lawn equipment, pets or other possible circumstances like heat pump freezing up and defrosting properly in the winter months.

  2.  The customer just wanted a quote for a new unit.

  3.  In May of 2021 we changed to a software phone system and invoices are emailed or sent USPS upon request.

  4.  Only two men, not 4 or 5 were sent to install a breached section in the attic ductwork.

  5.  Unit we changed was from 20023 as described and used R22 refrigerant which is being discontinued in our industry.

  6.  The customer's waste line in the home was plugged up which is a plumbing issue.

  7.  Our dispatcher called to confirm that the customer could not be there until 7 pm and the customer stated that they were sure that they were scheduled for May 9th, 2023.  The customer was very angry.  Instead of making her more angry the dispatcher said she was sorry and that it was her fault.  She never laughed and never said "My Bad."

  8.  When Tamara called back, she stated that we had woke her up and that she was really pissed now.  After cursing repeatedly at the dispatcher and yelling the whole time, our dispatcher told her if she felt this strongly that she could take her business elsewhere.

  9.  Customers dates are all over the place.  We have provided a full service log and have only been to the residence for service calls ten times total.  Dates and times on the service logs.

  10.  We have sold this product for years and these are very solid units when maintained properly.  Of course parts go bad but that's where warranty on parts and equipment come in.

  11.  ****'s original call to this property, he reported on his ticket that "due to customers" attitude towards us, we should not return after our 1st year warranty is over."

  12.  The only dick here is Tamara Price!  She will need to get this friend ready to repeat this in court.  The statement about it being my father's company is totally incorrect.  My father worked for the telephone company until 1977 when he had a heart attack.  He did not know a thing about plumbing, HVAC, or electrical wiring.  I started this company personally in 1978 in Cassville, MO before relocating to the Springfield area in 1981.  I started and operated this company from 1978 to present time.

  Over the last 40 years our customer base is quite large with several customers buying repeat systems/service as theirs wears out or they move.

  As for the customer's friend getting a compressor for $99 installed and working is a mute point.  I do not know of any reputable HVAC company that will install and warranty used parts, especially a compressor that may have utilized old refrigerants that may have been discontinued.  Most HVAC contractors do not even carry or have R22 refrigerant available due to shortage and high cost.

  So they got a good used compressor and it is still working.  Great for them, however I question this and would like to verify that this is not another off the wall comment by the customer.  We are glad that they got their unit supposedly repaired with the defrost control board.  This part may have had warranty if the customer had done due diligence in keeping the dirt, grass and weeds from growing into the outdoor unit causing it to overheat and trip out on failure.  Hopefully with the pictures provided from our last visit 5-10-23 by Technician Nick, the customer or HVAC company will properly service this unit and eliminate any hard feelings with others in the future.  We hope the customer has good luck and continues to utilize her new HVAC company for future service.  Also Mr. ****** should visit with the Lennox technical service representative about issues that cause control board failure as well as other parts failures due to high operating conditions causing units to draw more amperage than rated to from improper maintenance.

   

   

   

  Customer response

  06/20/2023

  Complaint: ********
  
  I am rejecting this response because:

  As I have REPEATEDLY stated, ****s did NOT fix ANYTHING yet are charging us! I dispute EVERYTHING he answered as it is NOT what happened! I stated my case, and the new company that came out showed that the issue was NOT due to ANYTHING on our part! Mr. ****** was on the phone with Lennox help line pretty much the entire time he was out here Mr. ****, so I'm not sure what you are talking about there. He changed out the board on the outside unit when he came out the 1st time, and it was working when he left, UNLIKE when your guy was here and left before it ever cooled down properly. But, unfortunately, and again PROOF that it was NOT due to "our not properly maintaining the outside unit", it stopped working again when we turned on the heat, and Mr. ****** came out again the next day and bypassed the 'switch' he said didn't HAVE to be on on the inside unit, and it's been worked consistently since! He stated that it MAY have something to do with the heating, and not the AC at all, but he wouldn't be able to address/diagnose that until the Fall when temps drop. We will have him back then to follow up, but that again shows it was NOT in PROPER working order under Mr. ****. It SHOULD have been addressed back when they first put it in, because we repeatedly told every guy that came out that we didn't think it was working properly! And TEN calls in 2 years SHOULD have told SOMEONE that there was a problem! ESPECIALLY when we told them our electric bills were going UP and not down as SHOULD have been the case! I was told that these systems can 'be more sensitive because they are more efficient' sometimes'! Which made NO sense to us! Even ****** told us when he came out that first time, right after they put it in and put Freon in, that he didn't think that should be an issue, but that he "would try it and see"! That is what they all kept doing!! Just trying stuff and not FIXING it! And for the record, there WERE at LEAST 4 guys here when they were installing the duct work in the attic, and if we were such NASTY people to your staff, why would we just laugh off the one very big guy breaking our attic step? They had TWO trucks here at the time, with at LEAST 2 men in each, so don't try and tell me it didn't happen because my husband and I both stood in our garage chatting with them while the other men were up working! And they were laughing and joking with us, so I don't know why they would then go tell anyone we were hard to work with?! It makes NO sense sir! And as for the last call to your office, I told your office lady that she had woke me up, and that once I had woke up more, I was a little "Ticked Off" and I used that term! NOT the one you used! Yes, I WAS upset, but she started yelling at ME first and was, and ALWAYS was snippy with me! The other lady I talked to was very nice and actually tried to work with me to get things worked out when I called in before. Like I stated, I worked as an office manager for a lot of years, and had I ever had personnel that treated a customer like she did me, they would no ****er have a job!

  But, that is all pretty much irrelevant! The ONLY thing at issue is the charge for NOT fixing it when your guy was out last and then you blaming US! If Mr. **** maintains we owe that, then we have a problem! Like I have said! We PAID the 2nd company to come and actually try and FIX the issue! That was ALL we were asking of Mr. ****, and he REFUSED! THAT is what we have a problem with! Needless to say the abuse he has spewed forth since is NOT making us very happy, but we would be happy at this point to just go our separate ways! But that doesn't seem to be what Mr. **** wants, so I guess we will be forced to take this to court. If he is willing to cancel the charge, then I will accept that. If not, then we will proceed, as we have proof now it was NOT our fault!

  Thank you BBB for all your help in this matter. I for one respect what you do and appreciate it! Thank you!

  I'll wait to hear back.

  Sincerely,

  ****** *****

  Business response

  06/22/2023

  This customer is a ridiculous customer with their ONE SIDED statements, and we are done with them as previously stated, and if you are not smart enough to see their true sides, them you are a bigger problem than they are. We have provided professionally documented paperwork to you for review and you keep letting them drag this out. It does not say much for your expertise is these manners with involving industry professionals , and this is the reason I do not support your organization any more, especially when it we were brought to the awareness of your agency giving credentials to those businesses of un-desirable records and just based on who writes you the biggest sum of money to claim as a outstanding member. It isn't much of a organization anymore when monetary value gets to be the mainstream. 

  Customer response

  06/22/2023

  Complaint: ********
  
  I am rejecting this response because:
  Just as I'd expect! He just blames everyone else and refuses to accept responsibility for his own actions! I'd expect nothing less from this man.

  Mr. ****, I have back up documentation proving what I have said as well as my husband as a witness to every visit your company made out here. And as I said, TEN times in 2 years SHOULD have told you there WAS an ongoing issue from the start! We certainly kept saying that to your men when they were out here! You, as you stated in your emails and I shared here, refused to even give me any paperwork from the MANY visits your men made out here. You stated "I've wasted enough time on this, and I'm done"! That hardly seems to be a reasonable response from a professional company. I've NEVER encountered a nastier office staff than your office and as their boss, I can see where they come by it now. As I said, you can either remove the pending balance and we will continue to deal with the new company, or we will be forced to escalate this to court and we will be going for not only what we have had to put out to actually get it fixed, but all the added electric cost we have had over the last 2 years since you put this in. Obviously, with the documentation from the new company and the electric company, it was NOT caused by ANYTHING we did or didn't do! The outside unit is just that, and OUTSIDE unit! It's never going to be perfectly clean, and blaming us is hardly very professional on your part! Blaming the BBB now is hardly helping anything either. It's not productive and just shows how petty you are actually being. I've been trying to stay as professional as possible in this matter, thus the reason I even started this complaint with the BBB. That is the options given to us consumers prior to escalation, which I am not wanting to do. I have way more important things pending as well as my health to worry about. 

  So, with that being said. Will you remove any pending balance and just go our separate ways?

  
  Sincerely,
  **** * ****** *****

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