ComplaintsforSoutheastern Heating Air & Electrical

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SOUTHEASTERN HEATING AND AIR 08/31/2021 Last month, I called SE, requesting a maintenance service at our home in Leland. We have a ESA contract for service/maintenance on our equipment at Leland with SE H/A. Brenda told me that her computer was down and that she would have to call me back when it was fixed. I never received a return call. This is clearly a breach of contract on their part. SE refuses to remove a charge for freon which I had told them not to install last spring.. They refuse to talk with me.

  

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/09/07) */ I have reviewed all of the information regarding this problem. In response to the charges for refrigerant we had voided out all of those refrigerant charges months ago. The diagnostic was paid and is listed as such. There is no outstanding balance on this account. This issue is regarding a home in Oak Island. It is stated in one of our work orders that Mr. ********* had gotten someone else to do his work. I believe that there was a misunderstanding about this with Brenda, my service coordinator. Brenda noted on the account that Mr. ********* had gotten another company to perform his work. The issue with the ESA maintenance contract is regarding his home in Leland. We performed one of the maintenances. My maintenance contracts include two preventive checks per year and are intended to be performed during the spring and fall, however we will work around certain circumstances with customers to perform these checks at different times. Please note that July and August are for the most part very busy responding to no air conditioning service calls. these are a priority over all work. My point being, I am sure that Brenda, being soo busy forgot to respond. My apologies for this. We have also been dealing with the pandemic, have had employees out for long periods due to this and following protocol. This has caused delays in service. The HVAC industry, like all others have been effected by this pandemic with employees, parts, materials and equipment shortages etc. Since we did not perform the second maintenance, in which we still can as the date of the contract for the Leland home is still current. I will refund the entire amount for the ESA contract OF $255.00. I am sorry that this happened. I am the sole owner of this company and I cannot be in every place all the time and when issues like this happen I am glad to know so I can address these issues so it doesn't happen again. Dale now is working for another company, so I cant speak with him regarding this, and Johnny is my project manager and residential estimator, and he had gotten involved in the Oak Island home due to a possible partial replacement needed, according to notes from Dale. Johnny does not handle any of the service/contract/maintenance. Please let me know if the refund is acceptable and how I may refund the $255.00 for the entire contract for the Leland home. Thank you.

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