ComplaintsforTaylor Heating, Inc.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sat down with a service agent for 3 hours on a May 26 agreed to all the things I wanted done and signed a contract for approx $5800 using a ******* program. Less than a week later they apologized and told me they had misquoted a price and it would be an additional $575 for the basement window replacement. Then another week or so went by and they told me they had misunderstood the prices and the attic insulation was also going to be more than they thought by an additional estimate of $1200. We were still going over pricing and they had me sign a new contract the day of as they were in the process of doing half of the work. They then told me I would need to do an additional $700 service to meet some kind of threshold to get a cheaper price. I asked if they could replace the front door as the additional service. They told me they would get back to me. 5 or 6 calls later, every time I’m told they will get back to me, I delayed the service as it was the day of installation and I still didn’t know the price, two months have gone by i still don’t even know if the service can be completed let alone the cost for it.

  Business response

  08/28/2023

  The business will be reaching out directly to discuss this matter today.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new ****** air Conditioner system in 2017 from Taylor Heating and Air and now it is breaking down. The Compressor needs to be replaced and the coil is leaking so needs to be replaced also. This is basically the entire system. Both components are covered for 10 yrs, they said a ****** should last 20yrs, but obviously it has not. They want $1900 labor for Compressor and $1400 for Coil in labor also. Their guarantee states that if anything like this occurs in first five years they would replace at no labor cost. Their guarantee also states that if not satisfied with a system they would replace with a new one minus the cost of the initial one purchased. They told me that it is past five years (5yrs, 10 months), so not covered by this part of warranty, I stated it is still in the fifth year and should be covered for we are not at the sixth year yet. They also said the satisfaction clause is only good for the first year, but there is no timeline for this stated guarantee. After talking to them more, they said they would waive the labor for Coil, bringing cost to repair to about $2200. I have already paid them $1000 to trouble shoot this issue, so my cost will end up being about $3200, which is almost what I paid for the entire new system at $4300.

  Business response

  07/18/2023

  *******,  First and foremost thank you for bringing this issue to our attention. We have reviewed the situation and have taken steps to ensure our materials are clear in their description. In the meantime, we will be waiving any associated costs with replacing the compressor and the coil as per our satisfaction guarantee.  

  Customer response

  07/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The Manger with Taylor Heating and Air, Jack contacted me by phone on Monday the 17th and we discussed the problem and my concerns. Jack told me he wanted to be sure that his customers are happy with their service and ensured I would not have to pay anymore out of pocket expense for the repair of the system. He sent two technicians over today and they replaced the defective parts, (a Condenser and Coil) in the ****** system. The house is cooling and the system is running quiet as it did before the part began to go out. I am glad this was able to be taken care of and thank all involved with their help and assistance.    Regards, ******* ******

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