ComplaintsforUpland Servicing LLC

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Service Technician was evasive about providing an invoice at the time of service. I had to be persistent and track down after the fact. When I finally received it, the invoice detailed $56 in parts and $495 in labor for 4 and 1/2 hours of work. On Saturday 7/1/2023, the technician arrived on our property at 5:08 p.m. and departed at 5:51 p.m. On Thursday 7/6/2023, the technician arrived on our property at 7:58 a.m. and departed at 9:12 a.m. for a total of 1 hour and 57 minutes on the property. When I called the office and asked, I was told that the 2 1/2 hour discrepancy was due to "drive time" and time calling in a warranty. Two days after service on Saturday 7/8/2023 our air conditioning unit quit working entirely. I called a competitor and their analysis revealed that our blower motor was completely burned out. There are 2 possibilities. Either: 1) the Upland technician did not notice the real problem and just charged us $495 in inflated and unverifiable labor charges that did nothing to diagnose or repair our unit, or 2) the actions of the Upland technician directly caused the blower motor (a $1,951.04 repair) to burn out and need replaced. Neither is a flattering or professional characterization of work or integrity. I do not wish to see any other families scammed into paying for inflated labor hours and exaggerated and unverifiable "drive time", or worse, deliberate sabotage of expensive components in order to sell new units.

  Business response

  11/02/2023

  "Upland Servicing had to pull new thermostat wire from the indoor unit to the outdoor condenser due to low-voltage shorting and this was causing the unit to short cycle. Once this was repaired, it was revealed that the control board on the indoor unit was burnt up, and this was likely due to the shorting that was happening. We replaced the control board and there were no other issues present at that time. There were no issues with the blower motor at that time. If the blower motor failed later, it’s likely that short cycling caused the failure or it’s possible that it was simply timing and the age of the unit. Upland Servicing will recommend replacement due to the overall age of the unit, if multiple parts are bad, or if the refrigerant is obsolete. We do not have a record of quoting a unit replacement for Mr. ******. Short cycling of a unit for an unknown period causes extreme wear and tear on compressors, fan motors, blower motors, etc. As far as the time charged, we charge the customer from the time we start the call (i.e. driving to the customer location), driving to gather parts, and any time spent checking the warranty for the customer. The time applied to this ticket was time spent working on the customer’s issue. We will not be issuing any type of refund to this customer. We also would not purposely sabotage equipment to make a quick buck. This would be completely unethical, and this is not the way we conduct our business. " 

  Thanks, and have a good one! 

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction was 05/18/2022 I paid $613.16 to an Upland employee name *** for hourly labor and parts for fixing pipe leak under my home but received no receipt...when asked for one told me they didnt do paper receipts but would send a receipt from his tablet via my email address which I gave him, watched him type in my address and then assumed he sent it to me at that point. He left at 12 pm and about 30 minutes later...I first had mud to clean up from him coming in various times to check water heater, etc...I got on ,my tablet, brought up my email and nothing from him. I immediately called him and at that point he told me HE could not send receipt to me that it went directly to his boss and she would be sending it to me but was busy right then. Time passed, I called Upland and only got voice mail saying leave name number and reason for call which I did about 5 or 6 times requesting my receipt, called *** about 3 or 4 times requesting my receipt and merely got put off with not in his controll but he talked to his boss and shes doing it now. Never got any response from Upland and its now 5:35 and still no receipt, still no response from Upland or Jed. So I want my receipt which I have never even seen even on Jeds tablet, or I want the money I payed for the 2 joint parts returned since I never even saw them or the price paid for each one but I do know they were very high priced. I am not asking for the hourly labor fee returned although 1 1/2 hours was spent going to buy parts I would have assumed they would have had in stock. I paid in good faith and expected a receipt for all charges in good faith. And I think they should be put on a bad business list.

  Business response

  06/29/2022

  Our company experienced a system error, we apologize for any inconvenience this delay caused our valued customer. The issue was quickly resolved and we were able to send the consumer her invoice within 24 hours of her request.

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