ComplaintsforScotts Heating & Air Conditioning Service Inc

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I PURCHASED A FURN**E AND *** CONDITIONER FROM SCOTTS HEATING AND *** WE STARTED THE PROCESS IN SEPT OF 2021 THE COMPANY CAME TO MY HOME AND DID A WALK THROUGH AND INSPECTION TO MAKE SURE TO GET THE RIGHT ***** FOR THE HOME. THE EMPLOYEE STATED THERE WOULD BE NO PROBLEMS IT WOULD BE EASILY PUT IN FROM THE WAY THE HOME WAS SET **. ** NOV WE STILL DID NOT HAVE THE ***** I CALLED TO SEE WHERE THE ***** WERE IT HAD BEEN A FEW MONTHS WITH NO WORD FROM THE COMPANY AND TOO TELL THEM MY HUSBAND HAD PASSED AWAY I GOT THE RUN AROUND I HAD MY BROTHER IN LAW CALL AND ALL OF A SUDDEN THERE WAS 4 ***** IN . THE FURN**E WAS INSTALLED IN MID JANUARY OF 2022 ON ONE OF THE COLDEST DAYS IT TOOK THEM 10 HOURS INSTALL A FURN**E, WE WERE TOLD THE COMPANY WOULD BE B**K IN THE SPRING TO INSTALL THE *** CONDITIONER I AGAIN HAD TOO CALL AND HAVE THEM COME OUT I WAS GIVEN 4 DIFFERENT STORIES I HAD THE ELECTRICIAN COME OUT TO DO THE ELECTRICAL PART AND WAS TOLD THE ** UNIT WAS NOT AT ALL COMPATIBLE I AGAIN CALLED SCOTTS AND WAS TOLD IT WASNT THERE PROBLEM WELL YES IT IS THEY SAID IT WAS COMPATIBLE NOW I HAVE AN $4000.00 UNIT I CANT USE AFTER BEING LIED TO SEVERAL TIMES AND GIVEN THE RUN AROUND I FEEL I HAVE BEEN TAKEN ADVANTAGE OF AND LIED TO THERE WHOLE ENTIRE DEMEANOR CHANGED WHEN I SAID MY HUSBAND PASSED AWAY

  

  Business response

  09/02/2022

  To whom it may concern,

  ********************* is who the project was started with. He signed the attached contract stating customer is responsible for an electrician on THREE of the pages.

  On 9/7/21 the contract was signed and deposit was paid. At that time the equipment was ordered. 

  Once equipment is ordered we let all our customers know we will call for scheduling once it arrives in office. 

  With the current supply and demand these units are not always easy to get and everyone was made aware of this. 

   

  ********************* was our contact after the passing of ***, he was made aware that the units were ordered and we were waiting for them to arrive in our warehouse for scheduling. We never received any communications from ***'s wife. 

  After a long wait and several phone calls back and forth we did give them a 90% efficient furnace at the same price as we continued to not be able to get the 80% in to the warehouse. 

   

  Install was complete and we let them know to give us a call once the electrician had been over so we could fire the system and check all operations. 

  Months of not hearing from them about firing the unit went by and then Chip called and told us we would be sued due to the electrical upgrade it would take to even be able to use the AC. 

   

  Last phone call we received from *** was to pay the final invoice and was told all was working well. 

   

   

   

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Friday October 8th 2021: my husband came home from work at 8:30am and smelled gas. He awakened me and called *********** Avista arrived and determined that there was no gas leak and that our furnace was not firing. While the Avista tech was still here we called Scotts and Avista explained the situation. ******* said they'd investigate. Tues Oct 11th: Scotts had still not been out nor had we any communication from them. I phoned the office and was told they were waiting for a part. I reminded them that no one had been out to investigate yet and asked why a part was being ordered and was told that it was probably the ignition switch and they'd be out to replace it on Thur Oct 11th. Thur Oct 11th: Scotts arrived and determined that there was a bird nest in the flu of our furnace, that the ignition switch was fine and because there was no air flow so the furnace was not igniting. They cleaned out the nest and the furnace then worked properly. Mon Oct 25th: received a **** from Scotts charging us for Ignition Control for $241.65, labor $150.00-total $391.65. We phoned on Mon Oct 25th to remind them that there was no part required to remove the nest. The lady said she'd talk with the service workers. We phoned again on Tues Oct 26th and were told she hadn't spoken to them yet. On Fri Oct 29th we phoned again and were told by the same lady that the **** would be corrected and reissued. Fri Feb 25th 2022: received a **** from Scotts that was for the same amount of $391.65. Not corrected. Sat Mar 19th: received a **** for $391.65 stating "more than 90 days past due". We have been attempting to have this **** corrected since the day we received the original and Scotts refuses to remove the charge for something that was not the problem. We will pay the $150.00 labor charge for the bird nest removalas soon as we have a corrected **** without the fraudulent ignition switch charge.We are asking for help as Scotts has refused to conduct business in an honest manner.

  

  Business response

  04/13/2022

  I have looked into this matter. The employee that told the customer they would have their invoice adjusted is no longer at the company due to a staffing change. We have reviewed the call and the customer was in fact told the **** would be adjusted. We will make good on that promise. This is the first I have been made aware of this problem and accept full responsibility. The **** has been adjusted and the customer has been contacted. The issue has been satisfactorily resolved with the customer.

  
  

  Thank you for contacting me and giving me a chance to correct our error.

   

  Forest ********

  Customer response

  04/15/2022

   
  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. Thank you for taking the time to phone me personally and let me know of your internal findings. It was greatly appreciated. 
  
  Sincerely,
  
  R'*******************-gryffin

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