ComplaintsforLogan Heating and Air Conditioning, LLC
Additional Complaint Information
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Complaint Details
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Initial Complaint
01/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Alex with Logan Heating came to my home 1/18 because I had no heat. He diagnosed the problem and said I needed a new capacitor. He installed it and I paid $204.37. It did not work, I lost heat and was told Andrew was in my area Friday 1/21 at 11:30pm and would be arriving soon. I waited an hour and called back. They told me the same thing. Since then, I've been calling all day today (Saturday) with no resolution. I finally lost my temper and when I asked to speak with Jan's manager, she hung up on me. I found an emergency phone # on line, called it and was told by Mashech the only appointment available was Tuesday 1/25 between 8-12. I am 68 years old, my 2 elderly cousins and my son live here, we've had no heat since Tuesday, and I have burnt all the wood I had for the fireplace. I have been a customer of Logan for 32 years, have been on their maintenance program, and the first time I have an emergency, they will not even return my calls. They advertise 24/7 hours. I can't understand why no one will return my call. We can't wait until next Tuesday. It will be cold again, (18 degrees) tonight. PS. My email is ******************. I don't know why your form said it was not correct. Please help. Thank you.Business response
01/24/2022
Melissa, Thank you for the opportunity to respond to the complaint by Ms. ****** #********. After looking into the service issue between Logan and the customer I have discovered that we had a dispatching and communication issue with our after hours call center and scheduling of the after hours tech dispatch. As of 1:51 today Jan. 24th 2022 we have a tech in route to the customer home to fix the furnace. If its acceptable to the BBB and Ms. ****** there will be no charge for the service call today approved by myself. We apologize for the miscommunication on our behalf and corrective actions have been taken so this will not happen again in the future.
Sincerely,
W. Mark H************
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Contact Information
5142 N Causeway Rd
Winston Salem, NC 27106-9695
Business hours
Today,7:30 AM - 5:00 PM
MMonday | 7:30 AM - 5:00 PM |
---|---|
TTuesday | 7:30 AM - 5:00 PM |
WWednesday | 7:30 AM - 5:00 PM |
ThThursday | 7:30 AM - 5:00 PM |
FFriday | 7:30 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.