ComplaintsforRW Heating, Air, Plumbing & Electrical

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/21/22 I called RW Heating, Air, ************************************************ for prices concerning a hvac system replacement. They agreed to come out with a charge of $140.00 an hour. Initially one installer came to my house around 11a in which he told me "services would be completed by 6:30p" so after he gave me prices he then proceeded to say he would have to go get the parts needed, take a 30 min break and start the process. I was simply wanting the first available hvac replacement due to my air being on its last leg. So moving forward, He starts the uninstall and another tech comes and assists him. Im yet under the impression, my a/c will be working at 6:30. Around 4p, he tells me he wont finish today and he will come back in the morning at 8a. I then unexpectedly got a hotel room for the night. 7/22/22 around 8:15a i call the company to ask about an eta of the technicians. The customer service rep says they were told to assist someone in another area before they come to my home and it will be 10a before they arrive but would be finished in 2 hours. I told her that was unexceptable and the i wanted to file a complaint but with no resolution due to the manager being home for the day and she said call back monday. The workers arrive at 10:30a and then tell my wife they would be finished around ****p. I know problems arrive because im also in business but they didnt leave/finish until 4:47p. On 7/25/22 I called the office and spoke with the manager and she said she wouldnt do anything because they bent over backwards for me. She then says The BBB is on their side and they win all their cases. To me it seems she feels like the BBB is somehow working on her behalf rather than rightful actions. I am simply wanting compensation for my time lost from work because nobody communicated with me the longevity of the install and i think im owed that and for the blatant disrespect from the manager/owner. I failed to remember her name but the customer service agents name was ******.

  

  Business response

  07/26/2022

  RW is truly sorry you feel this way.  RW went out of their way to fit you in our busy schedule for a same day service for an install which is normally two weeks out.  You called RW around 10 am on Thursday.  A technician was sent out and was there by 10:30 am.  Your "AC UNIT WAS NOT WORKING AT ALL".  You were given a quote for a coil & condenser that you agreed upon.  So, we called you and stated that we could start tearing out on Thursday and complete the installation on Friday.  There's no way we could have finished on Thursday due to the time of day that we were called upon.  As far as getting a Hotel Room that was your choice.  When you spoke to my dispatcher there was no mention of getting a hotel room.  If RW was to pay for everyone's hotel bills just because their AC went out, we would not be in business.  There is lot's of customers without AC for longer than one night and never have we been asked to compensate them.  This is part of being a Homeowner.  You didn't even want my technician to repair it.  You only wanted a new one.  Your coil and condenser WERE INSTALLED UP TO CODE SATISFACTION.  You were also told by two staff members that we had already gave you a better deal than using the coupon.  You were given a choice to go back to the normal agreement and we would take $1000.00 off however you would have been paying more.  RW looks out for their customers IN everyway possible.  Where most HVAC COMPANIES'  installs are two weeks out or more, RW moves their installs right to the front of the schedule.  Getting you up and running within the timeframe RW did for you, should speak for itself, instead of trying to get the Company to pay YOUR HOTEL ****.   Yes, I would think that BBB is very valuable to us considering with have been with them for many years and our current rating is an A+, because RW Heating, Air, Plumbing, and Electrical, **** ALWAYS LOOKS OUT FOR OUR CUSTOMERS BEST INTEREST.  I'm very sorry that you spoke to upper Management and yes, they did decline to pay your Hotel **** because, THAT'S AN HOMEOWNERS' RESPONSABILITY.  RW Heating, Air, Plumbing, and Electrical, *** also has phone recordings where my dispatcher told my technician who was standing right IN front of the customer that we could only start it on Thursday and Finish the installation on Friday.  The customer agreed and that is what took place.  RW Heating, Air, Plumbing, and Electrical, ***., appreciates your business. 

  Customer response

  07/26/2022

   
  Complaint: 17620613
  
  I am rejecting this response because:
  There are inaccuracies in this response. Blatant disrespect and failure to properly and kindly speak to me to explain or even let me speak. There was bunerpus times where I was interrupted trying to explain the conflict. This in my opinion us unacceptable. 

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

• Initial Complaint

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately three weeks ago RW replaced a Moen garbage disposal covered by my home warranty. They also replaced the stopper in the sink. When the garbage disposal is turned on it runs very loud and vibrates any dishes that might be in the drain rack which did not happen with the old disposal and the stopper in the sink does not hold water. You have to work with it and work it. I called RW on Thursday 1/6/2022 and spoke with the answering service and described my issue. They said someone would call me back that day and to-date no one has returned my call. I do not feel I should pay another service call nor have to get the home warranty company involved. I feel it is the responsibility of RW to fix this issue at no additional cost. I feel the reason they are not returning my call is due to the fact I gave them a bad review to the warranty company. ****** **********

  

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2022/01/10) */ Contact Name and Title: *** ********* / Office Ma Contact Phone: XXXXXXXXXX Contact Email: *********@gmail.com Mrs. ****** **********, I do apologize that your call was not returned. My "NEW" answering service has not been efficient as they should. I never received your message from the answering service. I will be investigating that as well. RW Heating & Air has always backed up our 30 day warranty. I have reached out to Mrs. ****** ********** and will have a technician out on 1/10/2022 to check out the garbage disposal. (WITH NO CHARGE) I also asked Mrs. ********** to make sure to get ahold of the "Actual office rather than an answering service before going to BBB. Mrs. ********** has been a great customer for RW Heating & Air and RW Heating & Air will always make it right. Thanks Mrs. ********** for being understanding. Mrs. *** ********* Consumer Response /* (2000, 7, 2022/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩