Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a certificate for a tuneup spring and fall from Shirleys heating and air through the Shopping Show. It cost $100. They came in the spring and said I needed a Part, I believe it was a capacitor, for my air conditioner. It cost $180. They came again today and said I needed a capacitor for the blower on my furnace now. That it was down 5% and it would be better to replace it now than wait until its very cold and the Furnace doesnt work. The guy had the furnace open and the part out and showing it to me. He went out to the truck, brought in a new one and plugged it in. There was no extra labor involved except for walking out to the truck and getting the new part. I was charged $180. When I questioned the charge, the service man said that it was for the labor and the part. I did not know what else to do. I have since talked to another person, recently retired, who has been in the field for many decades and they said that part cost Less than $50. I feel like Shirleys has ripped me off because they use this certificate of coming in to give a tuneup, but then theyre charging me for the labor. My friend says I probably really didnt need to change that capacitor because it was only down 5% and they can run down a whole lot longer. I told the serviceman when he was here that I didnt feel like that price was fair. Soon after he left someone from Shirleys called me to try to explain the price and he just kept saying the whole thing over and over about operating cost and labor and stuff, and I explained that since the serviceman already had the furnace open, already had taken out the old part all he had to do was plug the new part back in. There was no extra labor involved, except for walking out to the truck to get the new piece. When I mentioned contacting the Better Business Bureau, the person who called me said my contract would be nulled and my warranty for the part would be void if I did that.

  Business response

  12/10/2024

  Ms. ********* purchased a maintenance agreement from ********** shopping show which came with a 1 year maintenance service (2 visits included= 1 Spring & 1 fall visit), when we went to her home a part needed replacement, she was given 20% off, that she approved and paid for, a was happy at that time. She has 1 more visit and if she called and wanted that service completed when it is time, I would be happy to send a technician out to do so It wasn't until a male friend of hers arrived after she had already paid, did not agree with me charging for labor costs and wanted to go by the part that was already installed to avoid the labor cost that she changed her mind, which I would not do, in addition that would have voided her warranty with her maintenance agreement through my business. No refund or billing adjustment will be made.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company came out to replace the disconnect on our AC unit as we had another company out that down stepped our AC units electric to run their power tools. The owner of ********* informed us that this could have possibly caused the issue with our disconnect and stated while our unit was old this very well could have caused damage to our compressor. Even stating it on our receipt in writing. He recommended calling our insurance company as we should not be footing the bill for damages that seemed to be caused by someone else. Fast forward to reaching out to the insurance company as recommended by *********. He completely changes his story (I now have quotes provided from the insurance company on what he told them) and he informs me he's friends with the owner of the other company and dated his niece. Multiple calls have been made, voicemails left to his personal phone, messages left with his office. NO RETURNED CALL.1. This company stated they would send a $50 referral gift card to who referred me to them. Fast forward months - no gift card sent. 2. Changing your story to an insurance company after they are the ones that advised me to call them is fraudulent.3. I have a copy of the warranty that went with the work he did. If he is not going to answer any of my calls or voicemails then he's not standing behind his work.

  Business response

  04/06/2023

  Dear Sir or Madam:
  We have been in contact with the customer.  The misunderstanding was due to the insurance company quoting me incorrectly.  Yesterday, the customer and I  had a 3 way conversation with the insurance company and received clarification on what they were supposedly quoting me to say.  At this time, the issue is resolved.  
  
  Sincerely,
  ******************************, Owner
  Shirleys Heating and Air
  ********************************************************************************************
  ************
  
  

  Customer response

  04/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is that I am being charged $562.50 for no work that was done.

  Business response

  05/24/2022

  On 4-18-2022 *******'s Heating and Air performed an estimate for ******* ******, whom owns Dances with Malinois. They accepted the proposed estimate.  On 5-3-2022 *******'s Heating and Air sent their technicians to get supplies and perform the job in which ******* had accepted.  The proposal stated: for $1300 *******'s would extend copper on both units, which was 10 feet out, extend electrical whips on both units for $150, evacuate refrigerant, weld lines back together, nitrogen test, vacuum system and recharge both systems with the correct amount of refrigerant.  so a deck could be extended.  When technicians arrived ******* changed the plans and wanted the system moved to the edge of the house which was roughly 30 to 35 ft.  When the technician called the owner he explained that we can in fact do the work but it would be an additional charge because it would take a longer electrical whip and copper and more refrigerant to perform that work.  She then changed her mind and decided we could just do the original plan and move them straight out but it would be 15 to 20 ft.  The owner explained that we can also do that but it still would take more supplies to extend another 10 to 15 ft.   When ******* heard that it would cost extra SHE then told the technicians to leave the job until she talked it over with her helper and husband.  When the office heard about this they called for the owner again to give ******* a call.  *******'s helper then handed the phone to her and she immediately hung up.  When the owner called back thinking that the call had been dropped because they were on the cell phone, the helper responded with "you always have to let her talk 1st, no one over talks her until she speaks 1st".  At this point the owner tried to ask if he could talk to her in which the helper said  "she needs time she is upset".  By this time it was almost noon.  and we had sent the employees to the job from the office at 7:30.  We had another call on the schedule for them to perform at 2:00 p.m.   We waited for a call at the office and after not receiving a call we sent the techs to their next job.  No call was ever made back and the office tried to contact her many times.  Finally the owner made the decision to just return the materials and bill for our time which should have been over 6 hours worth of work and 10 percent restocking fee. The owner decided that 4 hours would cover the time we had spent.  This was texted to ******* and to her helper and invoices were sent out, with no response.  After almost a month the owner tried to call and sent her a text stating at this time we have tried to perform all of our duties and fix this situation, if we do not see a payment in full within 30 days we will have no option but to put a lien on the properties, and have a business attorney handle the situation in turn costing both of us more money in the long run.  She replied with multiple threats and called multiple authorities and demanded our time to be free.  At this time we have still not received payment.  It is very sad that some people treat local small businesses this way. 

  Customer response

  05/24/2022

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

   

  
  ******* ****** notes on the behavior of *** *******:
  
  Witnesses:
  ******* ******** ****** ******** ***** ******
  ******* ******* **** ****** ******* ****** ***** ******** ****** ******** ****** ****** ******* *****
  
  We had an agreement (quote) for $1300 (parts and labor). All other work from this company was done via quotes.
  *******’s came and want to change the quote more than 50% (by $800).
  When the date was made to do the job, nothing was stated that I would need to be present or that the price would be significantly higher. Normally, they do the job as quoted. 
  We called *******’s because they installed our furnaces and would know exactly what needs to be done.
  We have spent $20,937 at *******’s (two furnaces, a PTAC and hot water heater).
  I got the quote based on moving the furnaces out 8 feet. It is my specifications in writing in my email request. That is all I wanted and *******'s wanted to charge an additional $800 on top of the quote.
  
  We received a quote for $1300 to move the furnaces. On 3 May, two workers showed up to do the job with no supplies.
  
  I was working acress the street teaching a week long class. My subcontractor came to my class with his phone and said that *** ******* needed to speak to me. Because it ws ***, I did take the phone because I did not want to hold up the job. *** started speaking non stop about all the extra things they would need, I said, “***”, because I just needed him to be quick and cut to the chase. *** continued to talk. *** would not let me speak to say that I was teaching a class and that I needed the bottom line. My class heard me saying over and over, “***”, “***”, “***”, “***”. He continued to speak, talking over me. I had people from the United Kingdom, Germany, Utah, New York, Florida and all over the USA at the class paying for my time and attention. *** kept on speaking. Eventually, I just hung up. Apparently, *** was talking non-stop because after his crew arrived, they brought no materials and *** wanted to justify increasing the quote by $800.
  
  I told my subcontractor to never interrupt me at work again. I think *** would not have cared if I was in a car accident. He would not stop talking. I tried to speak to say, I cannot speak. I tried about 10 times to speak ,and I have witnesses listed above who are willing to testify that *** would not let me say one word. No work was done on 3 May. The two workers from *******‘s just hung around and eventually left.
  
  At the end, we had another company do it for $900 in two to three hours.
  
  
  
  Sincerely,
  
  ******* ******

  Business response

  05/25/2022

  Unfortunately, when we presented to the job site, the customer had added length (more than 8 feet) to the original quoted job.  Our estimate would have needed to be altered seeing that we only billed for 8 feet and more supplies would have been required.  We are still owed for the time that we spent.  Our company is not at fault for the consumer changing  their original quote.  When we tried to explain this to the consumer, she rudely hung the phone up.  If an unlicensed company has completed work on the system, the warranty will be null and void.    

  Customer response

  05/25/2022

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

   

  I wrote on April 14th, 
  
  “Hi *** and *****
  
  We are making a wrap around porch and would like to move the furnaces out about eight feet from the house. The Amish will get pipes read to hold the lines and will build an appropriate box to hide the furnaces.
  
  Would you guys be willing to come out and move the furnaces when it is ready? If so, how much will that cost?”
  
  I received the quote for $1300 and I never made changes to it. In fact, the licensed company that did it for $900 moved it 8 feet. They said that they will take care of the warranty. I can provide pictures with a measuring tape.
  
  I include here a written statement from my worker. It is quite detailed and he makes a very good timeline because he wrote it on May 3rd. We had an appointment with *******’s at 9 am and they showed up at 9:30 with no supplies. That is where everything started to unravel.
  
  In addition to my worker’s testimonial, I have two other statements from people who were there when *** spoke to me. If you read them, the testimonials paint a different picture than what *** ******* reports. 
  As I stated before, I have spent over $20,000 buying goods and services from *******’s. I have receipts to prove it. We had some difficult times working together, but I thought that hiring *******’s for this last job was a good idea because they are the ones who installed the furnaces. I attach here a letter that I sent to *******’s in September 2021 when I had spent over $15,000 and three months later the job was not finished and the office manager was blocking my calls. 
  
  *** *******’s people were on the property from 9:20 to 10:20 according to ******’s timeline and his phone records which can be verified. *** is trying to bill me more per hour than he charged in his quote. The question of whether any products were purchase for our job is dubious because when they arrived, there were no supplies. If I did hurt ***’s feelings, I do apologize because that was never my intention. But perhaps if he would have let me speak, I would have told him directly (and not through my worker), that we just wanted the original quote honored and to move the furnaces eight feet as agreed. I don’t know where *** got the idea that the original specifications were changed because I never said that and I only have in writing the original specifications. Sometimes, it is beneficial to listen to the customer. As you can see by the testimonials of ******* ****** and ***** ****** and ****** ********, *** did not let me say a word. More testimonials are coming.

  I am attaching ******'s testimonial here (written 3 May):

  We had an estimate mad on 04/18/2022 for $1300 from *******s to relocate out outdoor units. Upon accepting the quote we scheduled them to come on 05/03/2022 at 0900. When his crew arrived at 09:30 they called me and I came out to speak with them and figure out the plan. Upon speaking with them the distance of moving from A to B was larger than they anticipated and they said they would need to go get more material. We called *** and were discussing what the plan was and he said that it was going to take over 4 hours of work due to the guys having to drive and go get parts and more materials. He under my impression was going to charge per hour for the guys driving to go get everything. I offered to drive to Springfield and pick up all of the materials for the guys so they could work on getting the job started. Due to *** not believing ***** or the other stores would understand what parts he would need so they refused my offer. I had ******* come over to confirm the placement she wanted the units to be placed. When she decided, the guys measured how long the cable and copper had to be and made a list of what they needed. *** told me after this point he thought his guys were going to be here all day and he was going to have to cancel two other jobs and that it sucked because one the other jobs was a $5000 job! He was going to see how much more he was going to add to the estimate. To which his guys stood around waving on him to give the green light or not. I spoke with his guys and we decided there was no reason for them to stand around and wait on *** so they started to head towards Springfield to get the parts they left around 10:20 . *** then called at 11:12 and said that it was going to cost an additional $800 to which I went over to confirm the price with *******. The reason she was not directly involved is because she was in the middle of teach a class and she was the only teacher in the room. When I gave ******* the phone, *** rambling on and on  and ******* went to as "***, what is the game plan" and he would not let ******* speak whatsoever. All she could get out of her mouth was "***" around 10 times and all he did was continue to interrupt his customer and not listen and be very rude. ******* ended up hanging up on him because she ahad to get back to her class. We have at least 4 witnesses (****** ********, ***** ******, ***** ********, and *******> Many more overheard the conversation but were not directly close to us to hear the whole thing. To which *** call me back and suspected the call dropped to which I said you really shouldn't have bee so rude to her. He got lip and he said that he doesn't deserve to be hung up on or treated that way and that we could find someone else to do the job. He then messaged me this via message "We will bill 2 hours labor to for today" "I will not be treated that way" "We have to well we have to get copper we have to use nitrogen oxygen oxygen and we have to put it on a vacuum and we have to get new water tight wire and new wiring and PVC and I have to add refrigerator not it's jot not an easy move" "So you will be billed 2 hours for being there plus one hour for going and getting material. 187.50 time 3 = 562.50

   

  and the messages I received from ******* ****** and ***** ******:

   From: ***** ****** *********************** Subject: Re: ***
  Date: May 24, 2022 at 3:33 PM
  To: ******* ****** **********************
  Hi *******,
  May 2-6 I attended NePoPo Gold school coached by ******* and **** ******. ******* was helping me and my 9 month old GSD around 11:20am on 05/03/22 when ****** approached us saying that they wanted to talk to *******. She excused her self and stepped off to the side of the training hall with ******. I heard her answer the phone and then I went back to training my puppy. A couple of seconds later ******* was repeatedly trying to get a man named *** to listen to her. I heard her say for about a minute, “ ***, listen. Listen ***. ***, listen. ***, please listen.” She then hung up and said to ******, “he wouldn’t listen. He just kept talking over me. I just wanted him to get to the point because I’m teaching class and don’t have time to listen a long explain. That’s all I was going to say, but he wouldn’t stop talking and listen to me.” She came back to us, apologized, and asked if we had heard how rude the man on the phone was. I told her it sounded like he wouldn’t let her get a word in. She then explained what had happened. She seemed very flustered and astonished that someone would try to do business that way. After a few moments she began helping me with my puppy again.
  
  Cheers, ***** ******

  -------8<-------

  From: ******* Bishop ********************* Subject: Re: ***
  Date: May 24, 2022 at 5:05 PM
  To: ******* ****** **********************
  I just remember being in the training hall, and you were on the phone with someone (***), and you kept trying to get him to calm down and let you talk....which he obviously wasn’t willing to do. I can’t remember the exact words because I try to mind my own business. In this case, that was impossible though, as we were all in the same room, and you were not quiet about trying to get him to calm down so you could speak. I do remember you kept saying the same thing over and over to him trying to get through to him. Hope this helps.

  ------8<-----

  My letter to *******'s in Sept 23, 2021 (I have the email)

  Dear *** and **,
  
  
  We appreciate that you are busy. You must understand that we need to finish up our job, for which we have already paid $15,389.50 and owe $3847.50 upon completion.
  
  
  What we are concerned about is that the job is not finished after almost three months. We appear to be blocked by your office manager who always gives the same answer, that she will check on the status of the missing parts and get back to us. She told us directly that she will not leave a message for us for ** and blocks us from speaking to anyone but her. Unfortunately, no one ever calls us back and when we call again we get the same response from the office manager (who appears to be ***’s daughter).
  
  
  Is there a way we can move past this impasse? We feel that we have invested quite a bit of money and time into your company and deserve a straight answer. We have been patient and understanding, however, it is getting cold and ****** has no heat, and we have no idea when or if a resolution will ever come.
  
  
  Feel free to call me to discuss.
  
  ******* ******
  Owner
  
  ****** **** ******** *** *************************** **** *********** **** ******** ** ***** *** ***** ********
  

   

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

  Business response

  06/15/2022

  In response to the complaint filed by ******* ** ******, we will be writing off the charges to the customer for the time our employees spent at the property and materials that were ordered. A total of $562.50. We will be reaching out to the customer to let them know that the charges will be taken care of.

  We hope that this will resolve the issue. 

  
  

  
  

  Thank you,

  
  

  *** *******

*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. ↩