ComplaintsforHauck Bros., Inc. Heating and Cooling

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4-12-22 I had a service check done on my heat pump. The serviceman did not repair, replace or fix anything, just gave me a list of future repairs. Before he left he talked me into buying the Silver Maintenance Package for $165. which would cover all future maintenance calls for 1 year, starting on 4-12-22 and ending on 4-12-23 - He gave me a bill for $799. which included the $165 - He was charging me $634. for this call. and didn't fix anything. I called the office and complained that he overcharged me, and they agreed and reimbursed me $150. I called the Hauck office the last week of March 2023 to have a service check done before my maintenance agreement expired on April 12, 23 and they told me I had already used it - no one was ever out here again for any reason. They are refusing to honor my service agreement. I want my $165. refunded They are trying to take my $165. to make for the $150. overcharge refund. I have called the office 2 times and been told you used it. They are just trying to cheat me out of the money.

  Business response

  06/01/2023

  We apologize that there was a misunderstanding at the time of the service call on 4-12-22.  As the technician was going through the system to determine what the issues were, he determined repairs that should be done in addition to some of the adjustments/cleaning that he did during the visit.  The technician recommended the Silver Maintenance package, because part of the process he was going through included all the tasks that are performed during a season check.  It should have been explained more clearly at the time that he was actually performing the season check that day.  Having a service agreement includes the season check as well as a discount on labor and material for repairs.  Therefore, the technician was able to discount the labor charge for the visit and also reduce the amount on the recommended repairs.  

  Again, we apologize for the miscommunication and we will be mailing out a refund check of $165 to you this week.  

  Sincerely,

  ***** ********

  Service Division Manager

  Customer response

  06/06/2023

  
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 26 May 2022 Hauck Bros did my air condiitioning check under my contract with them. They told me I had a leak in my coolant but they could not find it plusit needed two new parts and they would need to return in one week to check on the leak. They returned on 3 June 2022 and told me they still could not find the leak and placed dye in my unit and would have to return in 2 weeks to check on the leak. They felt the leak was under my concrete slab and they said it would require tearing up the slab and could not give me a price. I asked how much the cost installing the two parts (the warranty is still good for 5 more months on the parts) and they said I was now at $2,000 and that they believed I would need a third part as well which was not included in the cost. Additional I owed them $474.04 which I paid on 3 Jun 2022 by check for service call and labor. I would still need to pay for the next trip (labor and service call). I contacted another company and they came out and I had no leak, I needed no parts but they did find that the low voltage was not properly wired and was lose (in full view) and they rewired it and found the fan was not on the proper setting and my thermostat was not set on the proper settings --none of these issues were mentioned to me by Haucks. I contacted their Service Dept on 8 June 2022 and told them all this and asked that they cancel the remainder of my contract (for furnance and humdifier) and I expected a check in the mail within the week. They offered for me to speak with their Service Manage but I declined as i have dealted with him in the past and it did not go well. I am a 71 year old woman and feel they took advantage of me and if they continued to come out how much would they have gotten out of me in cash. I try to support home town businesses but not this one!! They must be prevented from doing the same thing to others!! Thank you!! I feel they should return my check for the $474.04 and that would satisfy my complaint!!

  Business response

  06/29/2022

  To whom it may concern,
  We received the BBB complaint ID ******** (dated June 10, 2022) today, June 21, 2022.  Due to the delay in receipt, we are obviously unable to respond within the 10 day requirement.  Please accept this delayed response. 
  
  We received a call from our customer on June 8, 2022 stating that she had another company come out and that they did not find a leak.  She also stated that she wanted to cancel her service agreement of which it still had an open heating check.  We asked her if she wanted to speak with our service manager, but she declined.  On June 8th, a check was cut for the balance of the agreement and mailed the next day.  The customer’s complaint was issued on June 10th and she had not received our check yet. To provide a background to this complaint, our service technician began the cooling maintenance check on May 26, 2022.  The technician’s report is as follows: “Thoroughly tested all indoor and outdoor components, all pass. Tested A/C unit charge and added 8 ozs of R410A. Sub cool is 10° but superheat is 20° with 9°split. Typical temp split here is 18°.  Need to do leak check on indoor coil before ordering txv. RECOMMENDED REPAIRS: leak check indoor coil and replace txv and drier. 6/3/22 performed electronic leak check and added dye to system. 10° sub cool, 20° superheat.  RECOMMENDED REPAIRS: need to come back in about 2 weeks with uv light for leak check.” 
  
  There must have been a misunderstanding concerning tearing up the concrete slab.  Our technician did not mention that in his report, neither did he claim to have made that statement when asked by our management team.  We believe that due to the temperature split, there still is a leak somewhere in the system.  Since the system was cooling, the other company’s comment about incorrect thermostat settings doesn’t seem to support a working unit.  It is also unclear as to what the other company did in order to determine there wasn’t a leak. 
  
  We have written a letter to the customer and reimbursed her the $474.04 as she requested.  She should receive the check soon. 
  
  We have serviced this customer’s system for many years and are disappointed that we have lost her as a customer and were not able to finish the leak search.  We stand behind our diagnosis considering the readings during the check.
  
  
  
  Sincerely,
  
  
  **** ******
  Sales Engineer
  Hauck Bros., Inc.

  Customer response

  07/01/2022

  
  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.
  
  Sincerely,
  
  ****** ******

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