ComplaintsforEastern Shore Heating & Air Conditioning, Inc.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  HAD SWITHED TO GAS AND FAILED PLUMBING INSPECTION I CAN'T GET THEM TO FIX BEEN OVER 30 DAYS

  

  Business response

  09/29/2023

  This issue has been resolved. 

  Customer response

  09/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2021, I had a new furnace and A/C installed by Eastern Shore Heating and **. I noticed the ** unit was not working on Thursday, July 20. I called on July 20 at 7:16 pm to notify Eastern Shore that my ** was not working and i spoke to a gentleman that said, he would relay the message. No one bothered to call me back so I called again on Friday, July 21 at 1:45 pm, 4:03pm and again at 4:04 pm. No one bothered to return my call and i didn't get someone on the line until 4:04 pm. They sent someone out on Saturday, July 22 and after checking the unit, he said the compressor was shot. I asked him how does that happen to a unit that is not even 2 years old, he said, sometimes that happens. He said, a new compressor would need to be ordered. I called the office again on Monday, July 24 to find out when i should expect the repair to be made and the woman who answered said, they were going to order the part and they would call with follow up. Tuesday, a friend calls and was told they had just ordered the part on Tuesday even though they had that information since Saturday. To this day they have not repaired my unit and have not returned any of my calls for a status update. I have 4 large dogs plus myself that had to endure last weeks heat wave with no relief other than 2 ceiling fans that barely provide any air and 1 fan. I paid $7800 for these units and should not have to wait this long to get them repaired. If they do not have the part or cannot get it within a reasonable time, the unit should be replaced with a new one - it is obviously a defective unit.

  

  Business response

  10/06/2023

  We did fix the customers issue on 8/11.  Here are the notes from our Office Manager:

   

  "We installed a gas furnace, coil and air conditioning condenser at 51 Redwood ******************* for ************ on October 2, 2021.  

  We performed AC maintenance on April 25, 2022. 

  We have record of an after-hours request for service on July 20, 2023. 

  We sent a service technician to ************ on July 22, 2023. He diagnosed her new system to have a bad compressor and compressor plug. It is not typical, but not impossible for new equipment to fail. 

  Ms **** called on 7/24 to ask for an ETA on the parts. The parts were on order, and we do not get a time line from our supplier, only notification when they have arrived. We were unfortunately unable to provide a timeline. 

  ************ called on 8/9 for an update. When our service manager was available, he was able to advise our customer service representative that the parts had arrived. We called ************, and the parts were installed on August 11, 2023. 

  Inbound calls to our office are documented in customer records. 

  We are notified by our after-hours answering service of all calls by email and text simultaneously. 

  All the information provided is from our records of appointments and inbound communication from *************  

  ************** equipment is under warranty for parts for ten years from the date of installation. 

  Her labor warranty is 2 years from the date of installation. If ************** equipment is still not performing, we hope she will reach out to us so we can make any necessary repairs. 

  If she needs assistance, as a courtesy we will be happy to extend her labor warranty until the end of 2023, as the end date of her warranty has just passed. 

  We also offer opportunities to extend the labor warranty by participating in our annual maintenance contract."

  
  
  

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