ComplaintsforTony's Licensed Heating & Air Conditioning

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had no heat in my studio and called ****.. He came on 12/17/23 & looked at the heating unit and said he needed to replace a switch at a price of $360.00 which was for parts & labor. He would get the part and be back on 12/19 or 12/20. He asked for a deposit of $100.00 which I gave him. I sat in the ice cold studio everyday waiting for him. On Friday 12/22/23 he promised to be there in the morning. I called him numerous times and told him that I had to leave by 5pm that day to attend a holiday party. He assured me he was on his way and that it would only take him a few minutes. Beginning at 3pm he kept saying he was 15 minutes away but he never came. I left late at 5:15pm and was driving when he called me back and said again he was on his way. Since he does not have to go inside to change the part I told him to go anyway and replace it and the next day when I went in if the heat was working I would send him a check for payment and if it was still not working he would have to come back. He refused and said he would not go if I wasn't there to pay him and I was not missing a holiday party especially since there was no guarantee he would show up so I said just come on Saturday. He never came. I had to call a different company that came on Christmas Eve day and was able to fix the unit and have the heat working in under 30 minutes. I sat in a freezing cold studio for 8 days waiting for ****. I want my $100.00 back especially since I had to pay another company to do the repair.

  Customer response

  02/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ****'s Licensed Heating & Air Conditioning regarding complaint ID ********. I tried calling him again and he hung up on me. What is my next step?
  
  Sincerely,
  
  ***********************
  

  Business response

  02/20/2024

  ****************** was referred to me by her neighbor-storeowner.She contacted me on December 17th, expressing her urgent concern about her broken heating system on a particularly cold day. Without hesitation, I rearranged my schedule to accommodate her needs. Upon inspecting the gas heating unit, I promptly identified a broken part. Given its age, obtaining a replacement proved challenging, but luckily, I had a similar part available in my engineering vehicle, which could serve as a temporary solution until the specialized part arrived.
  
  Considering the distance I traveledan hour to reach her storeI requested a $100 inspection fee. I assured ****************** that this amount would be deducted from the eventual labor and part costs once I returned with the appropriate replacement. She asked me to write a receipt for this $100 and put down deposit on the receipt. However, should she decide to engage another technician, the fee would not be refunded. I promptly ordered the necessary part, though it would take a few days to arrive. In the following days, I did not hear from ****************** and assumed she had sought alternative assistance.
  
  However, on Friday, December 22nd, ****************** contacted me,urgently requesting the repair be completed by day's end. Despite being engaged in a project in Queens, I promised to attend to her needs by the specified time. Departing Queens around 3:00 pm, I anticipated arriving at her location by approximately 4:45 pm, considering heavy traffic on the Long Island Expressway on Friday afternoons. To keep her informed, I shared a ****** Maps screenshot detailing my estimated arrival time. Still, ****************** called me every 15mins to track my location. However, as I approached within 3 miles of her store, ****************** grew increasingly agitated, repeatedly calling to inquire about my whereabouts. Despite being in close proximity, she abruptly canceled the appointment, citing frustration.
  
  I reminded ****************** that I had forewarned her about potential traffic delays and reiterated the importance of testing the repaired unit indoors after replacing the part, adhering to professional standards.Subsequently, two weeks later, ****************** contacted me, requesting a $100 refund. I calmly explained the circumstances and the time invested in addressing her issue. While she appeared understanding during our conversation,I was taken aback to receive a complaint letter from the Better Business Bureau (BBB) thereafter.
  
  I am willing to refund ****************** the $100, but I expect fairness and respect in return. This is not just about me; it is about acknowledging the dedication of hardworking blue-collar professionals who endeavor to provide quality service, regardless of weather conditions or challenges encountered. Thank you for taking the time to read this long story.

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is a complete fabrication of what happened. He was at a neighboring store and while working there he said he would look at my unit so no travel time. He spent less than 10 minutes addressing the issue and claimed the unit needed a switch. Since it was Saturday he would be able to go to his supplier on Monday and be back to complete the repair. I gave him a $100.00 deposit toward the part which is clearly stated on the receipt. Beginning Monday and everyday that week I sat in a cold store and waited for him. Every day was a different excuse for the delay. I do children's parties and I had to have it fixed by the weekend. I was lucky enough to have someone come on Saturday morning at 8AM and he was able to fix the unit which needed a reset of the computer pad. I said in a cold store for 7 days for no reason. Each time I would be told I will be there soon as I am working in the area but would never say where he was, just close. He stated in his response that he would return the $100.00 deposit so have him send me a check and I will consider the matter closed and put an end to this.

  Thank you

  **** *******
  
  
  
  
   
  

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