ComplaintsforPickerington Heating & Cooling

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is not easy or fun! My nights of sleep are not what they use to be. Jan 10, 2024 only date written down. Others on a drop in basis. They stole one of my contracts that I needed them to explain. I called my soft-water installer (Mike K***** *** *** **** to correct what they had done to the adjustments. I stood right next to him as he ruined my softner and he said (witch is a bold face lie) he didn’t do it! Not only that he said I must have done it! His finger prints should be on the book he was reading and all over the softner. They sent someone out to replace the salt it used up so fast, but he sided with his plumber. I would like a refund of payments I should not have paid and refund of 5 star whole home project plan. 479.40 + 49.50 x 3 = 627.90 I am 90 yrs old and don’t like to be taken advantage of. I have a note that with purchase of furnace and air conditioning units the inspections were free! I think that was the contract they stole. I have spent over $10,000 with this company and now I don’t know who trust.

  Business response

  06/11/2024

  **** has a membership with our company which entitles him to a Whole Home Plumbing Inspection, which was completed on 1/10/24. When we were out on 1/10, we adjusted some of the settings on the water softener. Customer contacted us on 2/5/2024 regarding his water softener, and stated that he is having problems with it after we touched it. Our plumbing service manager returned on 2/7 to drop off 4 bags of salt to the customer to replace what was lost, and to ensure settings are correct on the softener. 

  When the customer mentions contracts, we believe he is referring to the membership he has with our company. The customer did pay for this annually, so there are no recurring charges. He paid a flat price of $479.40 on 11/9/2023, and there is no recurring billing. 

   As of now, I have attempted to contact the customer twice, in 3 different ways. 

  I called yesterday 6.10, the phone line rings once and then hangs up, no option for voicemail. I also attempted to text and send an email to the email on file with no response. That is the same for my call attempt today, 6.11. I am going to try to contact the customer again tomorrow 6/12 to figure out how we can help and get everything resolved. Thank you.

  Customer response

  07/12/2024

  7.12.2024 ******************* called BBB stating that he would ask that the business refund him $359.55. **** stated that of the $479.40 paid for membership, he feels he has only received a benefit of $119.85. 

   

  Business response

  07/17/2024

  Hello,

  Per the terms and conditions of the membership, we do not offer refunds for unused portions of the membership. It was paid for all at once, versus monthly. I have asked **** to allow us to provide the value of the membership to him in the form of utilizing the free visits that are included, but **** declined. 

  There is no evidence to support we would have stolen a contract from ****. We replaced the salt for the customer and resolved that concern. 

  We believe that ****, when mentioning the free inspections with the purchase of the furnace and air conditioner, he is referring to the inspection from the county that is typically required on a new installation. We have not and do not currently offer free inspections with new equipment installations, the only way to receive free inspections is to purchase the Membership/Whole Home Protect Plan. 

  We have tried to provide excellent customer service to **** given the circumstance, however, per the conditions of the membership, we are not able to accommodate a partial or full refund. **** has declined our offers and solutions for this issue as of now. 

   

  Thank you.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xenia heating and air had sent out five star for a new AC on 7/7/23. I paid $8,863.00 for an ac that isn't energy compliant as of January 2023. Per Ohio AC minum requirements is 14 SEER. Mine is a 13 SEER with no warning when I bought it. I paid more with them than any other company for a non energy compliant AC and I could have paid either the same amount or slightly more for a brand new energy compliant AC and furnace.

  Business response

  12/04/2023

  We have talked to this customer and explained to them that they did in fact receive a 14 SEER Air Conditioner. Our internal paperwork still said 13 SEER, but we installed a N4A4S which is a 14 SEER Air Conditioner.

  The attachment shows what equipment we installed in the customers home and a screenshot from Comfortmaker the manufacturer that shows it is indeed a 14 SEER Air Conditioner.

  Customer response

  12/04/2023

  I am rejecting this response because: it took over 2 days to call me back and another 2 days to send over paperwork. Considering there is no paperwork showing any modification from time of install of the AC or on the actual invoice I doubt it's accurate. Also from what the company said they added to my furnace, when they shouldn't have been touching my furnace for any modifications. They probably broke my furnace and they installed non energy compliant AC with no hard copies stating it is energy compliant. It will lower the value of my home.
  
  Regards,
  
  **** *****

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Furnace was having a problem where it was still running it would just trip every now and then. Employee showed up and said “look how easy a diagnostic call is and people pay for this” while laughing. He then shined an iPhone flashlight in my furnace for 10 seconds I heard a couple clangs and little sounds and he said an igniter needed replaced. Was at our home less than 10 minutes. Didn’t run any tests to make sure it was fixed and overcharged us almost 300$ for a part that is max 30 dollars ANYWHERE else. Furnace broke again same week. I called back and was told it would be more expensive to fix it and I’d have to pay for him to come out again if it wasn’t something to do with thepart. I called another company to come out. New furnace guy said the igniter we paid 290$ for could not have been the problem because the furnace wouldn’t have ran AT ALL if it was broke before 5 star got here. Then he said that by the looks of the pieces that the five star employee probably broke it himself. And that we were way overcharged on the part. we then in the same month had to pay another $250 to get it fixed and the work was checked. The furnace runs great now. The employee missed a major leaking gas problem that could have killed my family and was causing electrical damage and ruining our water heater. We had to have the whole room rewired as well. The Big Bang we heard (not the small one) was apparently our furnace collar falling and sitting on our electric filter. The company then holds on to our check for a month and when I call to ask why it’s not been cashed they had no answer for me and no clue where it was. My husband is a disabled vet and we live on one income. We once again didn’t have heat. We could have died. And overcharged for a part that wasn’t even needed until it was broken. And my grandfather died around the same time. Their money system almost caused us financial trouble as well. I should have receipt for new furnace guy that actually fixed it if needed.

  Business response

  11/18/2022

  We are calling the customer to speak further with them. This repair was made in November 2021 and this is the first we have heard about this. We will talk with customer and see if we can resolve this directly with the customer.

  Business response

  11/18/2022

  We have contacted the customer and we have refunded her the money from her service call and customer is now satisfied and even said if BBB were to call, she would gladly let them know.
  

  
  

  Customer response

  11/18/2022

  Per *****, Joyce called and told her they would send a full refund for the work they paid for.  She said she is happy to have the complaint closed as resolved.  I assured her she could call us back to reopen if she has an issue with receiving the refund.  She was grateful for our help.

   

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early January our gas furnace went out. We called pickerington heating and cooling and they sent someone out within a few hours. The young man was very courteous and professional. We set up installation of a furnace and arranged for a check to be fed ex’d to phc so it would be there on the day of the installation. They showed up for the install on time and were very courteous and professional. When they were finished we were told that the only thing they could not complete was to replace the flu with double wall pipe because they did not have the materials with them. A couple days later a young man came out and said that he would have to take pictures to know what parts needed to be ordered. Approx. one month later my wife received a call to collect payment for the furnace, when she explained that a check had been sent, phc said they would look for the check. A couple of days later they called back and said that they had found the check and said that due to an operating system change the check had been misplaced in the office. At that time my wife asked if the parts were still on order and they told her yes they were. After this phc reached out to my wife for feedback about the service we received. My wife gave a negative review based on the lost check and them never coming back to complete the installation. This past Monday we got a voicemail from Eric stating that the install was complete and that he had pictures to prove it. Less than 2 hours later we got a voicemail from Joyce apologizing that our install was not complete and wanting to set a date to complete it. I phoned Eric back and let him tell me how the job was complete. When I asked him why Joyce would call to set a date/time to complete the install he did not have an answer. The next day Joyce called back to set a date/time which she said would be Thursday with an arrival between 8 and 10. It is now 4pm, no call no show. I am through dealing with pickerington heating and cooling.

  Customer response

  07/21/2022

  You can close this complaint.  No resolution by pickerington heating and cooling. They did reach out to us to finish the job however after one appointment was missed by them not showing up I decided not to allow them to come back out even though they reached out to try and set another appointment.  Although I asked if there was any adjustments for work not completed they did not respond.  This is fine with me as I just will never use their service again nor recommend them to anyone who would happen to ask me about them.  I am sure that overall they are a fine company as several of the condo units in my neighborhood use them, I have chalked this up as just a bad experience with them.

*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. ↩