ComplaintsforMonarch Heating & Cooling LLC

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new AC unit in June for over $5,900 I've had nothing but issues with my furnace most likely they installed it wrong my furnace is messed up now and they claimed the issue was a $300 part then tried to charge me almost $600 and it's still not working do not do business with this unethical company! The quality of work is horrible and the technicians lie about what's wrong and the cost! my furnace is still not working and I will not pay until they fix the issue!

  

  Business response

  01/09/2024

  This customer (*************************) was consulted about the age of his furnace during the estimate he requested for adding air conditioning. Our in-home comfort advisor notified him that his furnace was 18yrs old and is at the end of its duty cycle due to its age and overall condition. Monarch highly recommended he replaced the furnace while adding the air conditioning system as the furnace will likely continue to fail due to its age. The customer rejected *********************** professional recommendation to replace the furnace and stated he only wants to pay for the air conditioning system to be added to the existing furnace. Monarch keeps very detailed notes and has ALL the recorded calls from this customer reflecting *********************** attempts to notify him of the condition of his old furnace prior to the installation of the air conditioning system.  
  

  Monarch did not install his furnace 18 years ago, and the air conditioning system is a totally separate system from the furnace. The air conditioning system has worked flawlessly since its installation. No calls were received from this customer until he started having furnace issues 6 months later. He called Monarch to have us come out to see what was going on stating that for whatever reason it stopped working it was Monarchs fault, even though Monarch never changed or touched anything on his furnace as we only wanted the air conditioning installation. During the technicians visit to diagnose the furnace issue, it was noted that the condensation drain from the furnace was clogged and shutting down the furnace as the furnace clearly had not been maintenance for a very long time as our pictures and notes clearly show. ************** cleared the blockage and tested the furnace for proper operation.
  

  This customer does not live in ******* and this property is a rental of his so he was never present during any visits to this location. This customer never paid his invoice for the repair of his furnace even after several follow *** over the course of about 28 days. ***** called about 30days from the day of the 1st furnace repair and stated the furnace is not working and is broke again. We notified him that he still has an open balance that needed paid prior to another service call being scheduled. He freaked out on the over the phone to our dispatcher cussing and blaming and stating he wasnt going to pay for anything as it was our fault that it was broke again. He made our dispatcher cry due to threats and radical behavior.
  

  Monarch warranties all repairs for 30days, so it was discussed with ***** that if this issue is related to any repair we made it would be covered under our warranty policy. If it was a new issue, we would be billing for any new repairs. ***** agreed to these terms, however he still owed Monarch for the 1st service call that got his furnace back up and running for almost a month. It was clearly explained prior to any installations or services that due to the age of his furnace the reliability will continue to diminish as the furnace is worn out.
  

  A Monarch technician arrived and found that condensation pump had failed which is connected to the furnace power. When the pump failed it shuts the furnace down to prevent any flooding in the crawls space from the condensation from the furnace. ************** called ***** on a recorded line to discuss the findings and provide a solution. ***** immediately stated that he is not paying for the repair because we didnt fix it the 1st time, which of course is not true. His entire furnace system including his condensation pump is over 18yrs old and all components are at the end of their life span. 
  

  Monarch quoted him a repair cost for that specific repair. ***** stated that he was going to put bad reviews all over the internet because that what he does for a living. All this is recorded on a recorded line. He refused to pay his bill from over days ago at this point and immediately put bad reviews on ***************** and other locations.
  

  Our team immediately responded to his review. He posted two different reviews under two of his different profiles, in an attempt to post two 1 star reviews on each platform. Monarch did absolutely nothing wrong throughout this process and provided ***** very high-level service. Reviews from other customers clearly show what type of company Monarch is. Over the course of 13rs Monarch has received next to no 1 star reviews. ***** had no intention of paying for any of his bills and continued to threaten bad reviews against Monarch if we charged him.
  

  ***** owns a company called epromt.com, where he works with business to build reviews. He used his expertise to threaten Monarch into not having to pay for his outstanding invoices. Our team investigated his yelp profile and found that ***** is a cereal 1 Star review giver and has done this to several other businesses. He has given more 1 star reviews than any other star level.
  

  ***** is now blacklisted with our company and on a due not work for list, and also is being sent to collections for his unpaid balances.
  

  
  

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