Complaintsfor4 Seasons Air

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Needed AC unit disconnected and moved while other home renovation taking place. Received invoice on 6/1 listing services and materials that were not performed or needed. Tech work took 21 minutes, homeowner assistance was required to complete the move and later learned unit was damaged by tech during disconnect. Had to hire another company to do re-install(complete 5/31) due to lengthy wait (6/5) for reconnect during 90 degree temps. Received invoice on 6/1. Called on 6/1 asked for an itemized bill 99 percent of this work was not performed said they would check and call back on Tues as they were off on Monday. Received no call back, called again on 6/8 and was advised by Kelsey would need to speak to Brad and he was out on an install but would have him call. Again no call back so followed up on 6/12 and was told then they do not itemize bills, do not provide hourly labor rate nor show discounts for maintenance plan we purchased in January 2023 for an additional $199. They advised the bill is $495. On 6/14 received a collections letter dated 6/7 demanding $520. Have video of time tech performed work as well as needed assistance to complete job. Have invoice from company who re-installed and it notes the time it took to repair damage and materials required to repair and reconnect (said reconnect should have been quick). Have pictures of damage. Have receipts for materials purchased to do electrical work. Unit was soft disconnected prior to 4 seasons tech arriving only work performed solely by tech was the hard disconnect of unit.

  Business response

  08/07/2023

  The matter has been resolved.

  Customer response

  08/10/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ******

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/6/22 I contacted 4 seasons air and advised them my heater was not working in my residence. On 10/11/22 a rep from 4 season air came to my residence and took out a faulty inducer motor. They were at my residence for approximately 30 minutes, but put from 8am-12am on their invoice. This particular part has been replaced 2 other times since installation by this company since 2016, which is under warranty. The last time this part was replaced was in 2019 and at that time they charged me approximately 100 dollars. This time the bill was 344 for the initial visit today, and labor when the warrant part comes in. I called on 10/11/22 after receiving the invoice and spoke to a female receptionist. She stated that this price included them driving to get the warranty part and “office processing”. I asked when the part would be in and she stated that it should be shipped to their office in 2 days. I then confronted her about the “driving to get part” price and she stated “ well I can have them ship it to Columbus and it’ll take even longer for you. With the temps in Ohio reaching down into the 30s I don’t find it professional with her threatening to keep my family without heat any longer. I have also made a claim with Trane (brand of heater). She also stated “they don’t always get reimbursed by the manufacture when they do warranty work so that was part of the price increase as well. I don’t believe they ever know what they are charging for besides gouging their customers and “making up” charges just to pocket more money

  Business response

  10/12/2022

  First we are sorry for the failed part.  4 Seasons Air was a Trane comfort specialist dealer for 13 years - we stopped selling Trane equipment 2 years ago.  The Trane Company has been sold within the last few years and failed parts and lack of parts in stock have been an ongoing issue.  This particular motor is a problem for Trane as we have replaced several within the last year - many for the 2nd time.  Our fees are based on the total cost to perform the task not just the time in the residence. Your call was scheduled between the hours of 8-12, you were not billed for this time.  Our tech went to the home, diagnosed the issues and tried to free the motor to provide heat until the new part could be obtained.  We generally pick up parts in Columbus in order to expedite the repair but in this case the part was not available in Columbus so we paid freight to have it sent to our shop.

  Warranty parts require the tech to make a visit to the home, diagnose the problem and advise the office.  The office staff verifies warranty and orders the parts.  The part is then shipped or picked up and paid for by 4 Seasons Air.  The tech comes to the office to grab the part, goes back to the home to make the repair, then the part has to come back to the office for warranty processing with the manufacturer.  Once the warranty goes through and is accepted the part must be returned for credit.  We charge $275 for this process.  
  

  We offer maintenance agreements which waives the service call fee, gives a 10% discount on the repair and 2 free check ups twice per year.  I apologize for the fact the part has failed multiple times but we do not make the parts or the furnace.  This is one of the main reasons we no longer carry this brand.
  

  Customer response

  10/25/2022

  I had originally contacted the BBB a few weeks ago about price gouging and an employee stating they could intentionally “wait to order the part and we could be out of heat even longer.” We have now received an email from staff from 4 seasons air stating they have cancelled our warranty order because we filed a complaint with the BBB and they won’t be out to service us. Just because we addressed an issue with the BBB this company which ordered a warranty part for us has sent that part back to the dealer and refuses to come service us just because we were holding them accountable. I have attached the email from the company. Now we are back to point A with a heater that’s not functioning properly.

  Business response

  10/25/2022

  ***** your complaint wasn’t holding us accountable for anything. I previously explained why we charge what we do- you thought we were gouging. 4 Seasons Air is a family run business and generally beat competitors pricing by far.  How were we to assume you still wanted us to make a repair when you filed a complaint against us? I wish you the best of luck in your furnace repair. 

  Customer response

  10/26/2022

  I am rejecting this response because: You and this company are very rude and unprofessional. For your employee to tell me over the phone that "we will cancel your order so you and your family will freeze" is completely unacceptable. You sold us a lemon and that's why your company has been back every single year since. You have a terrible reputation in this community and now I understand why. Your employee came to my house for less than 15 minutes and said, "this part is under warranty so we will order it and install it." That's the last we heard until I emailed you asking what was going on. You could have told us you are refusing to come out so we could have gone with a better company to fix the problem that your company caused. We will be more than happy to never contact you again.   
  
  Regards,
  
  **** **********

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