Reviews

Review Details

• Review fromjulie h

  Date: 11/02/2023

  1 star

  julie h

  Date: 11/02/2023

  AW Heating and Cooling worked on my furnace. They indicated that it needed a new gas valve that cost over $500. Unfortunately, I signed the receipt without reading it. It stated that the furnace worked when they left. In fact, it was not working. I had them back out, they then determined that the thermostat needed replaced. I was charged $109. for them to tell me that. I had the thermostat replaced by someone else, AW quoted $190 plus labor for a new one. I called the company in an effort to obtain a refund for the gas valve, or at least a reimbursement of the $109. They refused. In addition to their prices being high, they were not interested in my concerns regarding a misdiagnosis of the furnace problem. Needless to say, I will never have them in my home again, and will share my experience with friends and family. Upon reading this statement, it is my hope that the company will ******* their stance and coordinate a refund for their error.
  

  AW Heating & Cooling

  Date: 11/07/2023

  The customer called us for a furnace tune up. Upon inspection of the furnace on 9/18/23 ************** found the gas valve was not working properly every time there was a call for heat. We recommended replacing the gas valve because the issue would not resolve itself. The customer was given the repair price of $516 and approved the cost. The gas valve was ordered and installed on 9/27/23. At that time the technician ensured there were no gas leaks and the furnace was working properly. The customer called in and stated that the furnace was not working and we returned on 10/9/23 and found an issue with the thermostat. She was provided the cost to install a new thermostat. This cost was $194 which includes the thermostat and labor to install. This issue was not related to the gas valve issue she previously had and is the reason that she was charged $109 for this return trip. Had the issue been related to the gas valve we previously replaced there would not have been a charge for this service call. The customers called in to the office and stated they replaced the thermostat themselves. At this point the furnace was working properly which indicates **************'s diagnosis was correct. The customer believed that the original gas valve diagnosis was incorrect, however, it was not. The customer was explained the importance of a properly functioning gas valve in regards to safe and proper operation of the furnace. As previously stated, when the customer called in to schedule the return visit she was told that if it was related there would be no charge, however, if it was not there would be a service call fee. It was unrelated and the service call fee was charged. The customer's acceptance of these terms were indicated by her scheduling the service call. Like a lightbulb, there is no way for us to tell when a thermostat is going to go bad. Electrical components/parts fail with no warning. There will be no refund for the $109 service call because they changed the part themselves and the furnace is working properly which is what ************** diagnosed. We do not refund service calls when homeowners make the repairs on their own.
  

  AW Heating & Cooling

  Date: 11/07/2023

  The customer called us for a furnace tune up. Upon inspection of the furnace on 9/18/23 ************** found the gas valve was not working properly every time there was a call for heat. We recommended replacing the gas valve because the issue would not resolve itself. The customer was given the repair price of $516 and approved the cost. The gas valve was ordered and installed on 9/27/23. At that time the technician ensured there were no gas leaks and the furnace was working properly. The customer called in and stated that the furnace was not working and we returned on 10/9/23 and found an issue with the thermostat. She was provided the cost to install a new thermostat. This cost was $194 which includes the thermostat and labor to install. This issue was not related to the gas valve issue she previously had and is the reason that she was charged $109 for this return trip. Had the issue been related to the gas valve we previously replaced there would not have been a charge for this service call. The customers called in to the office and stated they replaced the thermostat themselves. At this point the furnace was working properly which indicates **************'s diagnosis was correct. The customer believed that the original gas valve diagnosis was incorrect, however, it was not. The customer was explained the importance of a properly functioning gas valve in regards to safe and proper operation of the furnace. As previously stated, when the customer called in to schedule the return visit she was told that if it was related there would be no charge, however, if it was not there would be a service call fee. It was unrelated and the service call fee was charged. The customer's acceptance of these terms were indicated by her scheduling the service call. Like a lightbulb, there is no way for us to tell when a thermostat is going to go bad. Electrical components/parts fail with no warning. There will be no refund for the $109 service call because they changed the part themselves and the furnace is working properly which is what ************** diagnosed. We do not refund service calls when homeowners make the repairs on their own.