ComplaintsforWalley's Heating & Air Conditioning, LLC

• Initial Complaint

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Walley's Heating and AC is the absolute worst experience with service contractors we have ever experienced. We contracted with them to replace our outdated AC, including a new air filtration system and an upgraded condensation pump. Well, we paid them the 50% down payment of over $4500 in August of 2021, under the agreement that it would be 4-5 weeks before they would perform the work. The end of September arrives, and we contact them wondering what the status was. That's when they inform us that they can't get to our job until MID-NOVEMBER!! First, who needs AC in November?? Second, we paid for and signed an agreement that the work would be done in September. Well, they had over $4500 of our money, so they had us literally hostage. What could we do? We waited until the new dateNovember 15. No surprise, November 15 arrives and they call to tell us that the job has to be pushed to November 19!$@#$! Really?? Well, no choice, they had our money. When they finally come on November 19, they install the new AC, but don't bring the new condensation pump. In addition, they disconnect our furnace so our heating system just blows cold air. The temperature outside is now in the high 30's, so it's cold in the house. I ended up calling our heating oil service, whom we have a service contract with. They fixed the problem, and identified other flaws in the work that ******'s had performed. We still don't know if the AC works, and they still owe us the condensation pump that we signed and paid for!

  

  Business response

  01/11/2022

  Business Response /* (1000, 8, 2021/12/13) */ We were hired to complete an air conditioning replacement installation. The client provided their deposit and signed proposal, which in-turn resulted in our action steps to order the equipment schedule the installation. We experienced equipment delays due to the current climate of events (such delays are present not only in our industry, but many industries relying on manufacturing and shipping). We updated the client with such delays as promptly as we were notified. While the delays were unfortunate and unexpected, they were outside of our control and we were doing the best we could to continue to facilitate the project in a timely manner. Fast forward to the installation and everything was completed for the AC project. Upon arriving home the client's heat was giving them a problem. We promptly responded to the client's service request within 15 minutes of receiving the notification, and offered to get a technician out on site that evening (of course at no charge). The client was very upset and refused our services. They had another contractor go on site to resolve the issue. The client proceeded to post their feedback on BBB of their dissatisfaction. The Office Manager contacted the client that evening to discuss the events that unfolded. A plan was set forth to return the following week with the Field Manager to resolve any outstanding issues. The Field Manager's visit went terrific, not only addressing the couple of loose ends, but also performing an educational walk-through on the system itself. The client was left very satisfied, with no further questions, and was even asking to sign-up or our preventative maintenance program. ******'s was able to alleviate our client's concerns, answer questions as a trusted service provider, and prove our integrity and professionalism is worth partnering with long term. ******'s has already provided the client copies of their new equipment warranty registration, has passed ***** town inspection, and has scheduled our routine follow-up visit in the spring to perform a formal commissioning on the system when temperatures become warm enough. We are confident ******'s and the client will continue in a positive manner as we look to service their AC equipment next season and seasons to come. Consumer Response /* (3000, 10, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) As agreed with the vendor, the air conditioning unit has not been tested or signed off for completion. Since they cannot complete this until May of 2022, the issue is still open and unresolved until such time that they can certify the proper operation of the unit. Business Response /* (4000, 12, 2021/12/14) */ We are on the same page with the client that there will be a follow-up visit in the spring once the outdoor temperature is adequate for formal AC start-up testing and commissioning. We understand if the client is uncomfortable closing the formal complaint until that time, however we ask if there is a way to update this notification in the same manner he did on Yelp. Since the initial posting, events have unfolded, sentiments towards the company have shifted, and we respectfully ask that any public posting of such events reflects the current state of affairs. We are committed to working toward 100% satisfaction/resolution, and are regrettably faced with a delay simply due to weather.

*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. ↩