ComplaintsforTravis Crawford Heating, Cooling & Plumbing

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I switched to Travis Crawford Annual ci=ontract for my HVAC system after listening good advertisement on radio and looking at their reviews.I called them and got into the service contract for first time last year in fall. My disappointment started when they asked me to reschedule the appointment voluntarily. I accepted it as I did not want technician to rush and do the Job inefficiently due to lack of time or over ***** schedule Finally technician came in for checking my HVAC system and my bad experience started from that point onwards. He left letting me know that everything is good and functioning properly and explained me some modifications and other issues.I was planning o ge that issues resolved with them but on the same day I came to know that my last electricity bill was $471 (11/21 to 12/19). I looked at my electricity consumption detail and I found that my compressor stopped working on the day he did the service. I called them and asked them to send the person to look for. Technician came in and told me that compressor is bad and need to be replaced. My most recent electricity bill is $568. which is due to compress failure and emergency heat pump running to keep the home warm in this extreme weather I was surprised and explained him what happened bit he said he has no control over it and gave me quotation around $4200 to fix it.I was shocked and hence I asked them to get me in touch with service manager. He also did not accepted my complaint and gave me discount in the quotation bringing price down to around $3600.I was again shocked as I was not expecting this answer. I am sure that compressor was damaged unintentionally during the service but company is not confessing.My electricity consumption data proves that consumption went higher from the day of service and till then it was working fine. I have received my last two electricity bills that are higher ny $ 250 from last year same month and then most recent bill higher by $ 350 then same month in last year.I have ate also spend another amount of $ 2000 approximately to fix the issue.In all I am in total loss of around $2600- $2800.Moreover their quotation to fix the compressor was higher by $ 1600 approximately then normal market quotation.

  

  Business response

  02/09/2024

  This issue was resolved directly with the customer after the original complaint on 1/25/2024. We explained what was discovered on the visit and our pricing, along with an explanation of the finding and pricing.
  Customer debated on going through with the estimated services, but notified us that he would be moving forward on the repairs with another company.
  We wish this customer nothing but the best and hope to work with him again in the future.

  Customer response

  02/12/2024

   
  I am rejecting this response because:
  Issue is not resolved even today.

  i was told on phone that they will look and see how they can help me on the last call but never received call back from business.

  I have to seek for another business to get the issue fixed as they were not responding at all till I filed complaint for them.

  below is the detailed explanation of the call that I received from business and forward it to Estefani.

   Hello Estefani Rupertty
  I received a call 3 times for Travis Crawford heating, cooling & plumbing.
  First call I received was on Friday 01/26 morning from quality guy who took the details of what happened and I explained him the same which was described here in complaint.
  He said general manager will call you once I forward your message to him. I got call from general manager on the same day evening and he said he can lower the quote to match the quote I have already committed to.
  I explained him that I cannot back up from my commitment with other company and want to get my HVAC system fixed at earliest. 
  He said he cant take action on financial matter but he will call me back on Monday 01/29.
  He called me back and asked me how much extra I paid for electricity bill in last two months and I gave him exact amount that I paid extra compared to bills of Dec 22 and Jan 23.
  He said he will give me call back but never received call from Buisness.
  
  Regards 
  Lopen kapadia 
  ************

  

  Business response

  02/29/2024

  We apologize that the issue has not been resolved to satisfaction for this customer. The issues that were found and noted are not a result of any work that was performed by us.

  He was made aware during our initial visit on 11/22/23 that the dual capacitor was not reading within the manufacturer specifications. Even though the unit was working fine, the preventative maintenance did find that a potential issue could arise. He declined to go forward with the repair recommendation during that visit.

  On 1/17/24, he called in stating that the system was continuously tripping. Upon our evaluation of the unit, we found that there were failures with the system and quoted repairs, which included the items noted during the previous visit and further items that were harmed during the failure. He once again declined repairs as he felt that we should replace these items at no cost to him.

  We had a conversation and offered him a substantial reduction for the repair amount. This was not an admission of guilt, but to help during in this situation. He seemed to understand but informed us that he had another company that would be performing these repairs and declined our estimate.

  After that conversation, the only communication we received was a BBB complaint asking us to pay for the repairs in its entirety, even though the failure was not a result of any work performed by us. The only service performed at this his home was a preventative maintenance that can not damage a sealed part. Also, during that visit, he was made aware of the potential issues that *** arise.

  We have made multiple attempts to rectify this issue and have since spoken with him after receiving the BBB complaint. He is insisting that we mail him a check to have the repairs performed by someone else. We, as a company, cannot do that. Especially with the issue being due to a major sealed component failure that could not be damaged during our routine preventative maintenance.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 9, 2023, HVAC tech ******************* was scheduled to perform the 2nd of my 2 residential maintenance visits as part of "The Travis Crawford ***************** I signed the maintenance agreement on 5/25/2022 and paid $283.14. According to the agreement, the tech is contracted to :"Measure indoor heat temperatures at registers, Carbon ************** leak testing, Measure temperature levels and supply/return for adequate temperature drop in heating mode, Clear cabinets of any debris, Perform combustion analysis on heat exchanger & high efficiency furnaces, Internal component evaluation."...and this is what I expected for *****'s maintenance visit.He arrived at my home and rang the door bell at 5:30pm. After showing him my thermostat, we made cordial small talk and ***** went back to his truck. He was talking on his phone and gathering tools until 6:00pm when he began working on my HVAC system. (This timeline can be see via Doorbell camera footage). After no more than 20 minutes, without looking into my crawl space or checking any rooms around my home for temperature, he told me my combustion analysis for CO2 gas was reading a concerning number and we should do a $400 "bio clean" and $200 flame sensor cleaning on top of the maintenance. The combustion analysis as seen in the photos was reading 30ppm. After consulting with an independent licensed HVAC technician, this is not a concerning number and 100pm or above would constitute an alarming test. ***** also fabricated items on my maintenance report which could only be determined by entering the crawl space and looking at ductwork as well as inspecting register vents around the interior of my home. Most concerning, when I refused payment until speaking with someone from their office, he forged my signature on their invoice, as seen in the attached photos. The next day I spoke to ***** in their office we could not reach a resolution. I did not receive the maintenance services I paid $283.14 for.

  

  Business response

  04/05/2023

  I would like to thank all parties involved for sharing the complaint to me and my team. We take complaints very seriously, and we strive at all angles to make each and every customer happy. 

  After reviewing the current complaint and having multiple conversations with this customer, we have decided that there is nothing left for us to do here. Every portion of the work performed was correct and approved by the customer. 
  
  We work day and night to meet every expectation of every customer and we will continue to do so in the future. 

  We have spoken about this situation with all managers as well as all of the technicians in the field. We will continue to provide ********* and surrounding areas with the BEST HVAC/Plumbing service that we are well known for. 

  Travis Crawford

  Customer response

  04/07/2023

   
  I am rejecting this response because:

  
  That is incorrect, I did not approve of the work performed on 3/9/2023 and that is why I did not sign *********************** report even though he forged my signature in that box. I did not find the work satisfactory due to the unethical behavior of your tech and the reasons previously stated.

  You admit to me in refunding the $284 maintenance contract: "we didn't change your filter & we didn't go in the crawl" but your response in this public forum is contradictory.

  You fail to take accountability for the unprofessional behavior of your technician who did not perform the work as outlined in our agreed upon maintenance contract. Not only that but attempting to up-charge me $600 for services I do not need. Greedy and Unethical.

*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. ↩