ComplaintsforPyramid Heating & Cooling

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My furnace wasn't putting out heat and I scheduled an appointment to have it repaired. They said it would be $200 for a diagnosis. The technician determined that he could try fixing my electrical panel, or I could replace the electrical panel to eliminate the possibility of having to keep repeating the process. He said he would provide an estimate for both in a few days. I did not receive the quotes, so I called the office. At this point I had been without heat for several weeks. They looked into it and called me back saying that the part was obsolete and that I would have to buy a new furnace. I asked them to refund the $200 since they weren't interested in fixing my furnace as I had requested when I scheduled the appointment. They said no, but that I could apply it to the purchase of a new furnace. I had not wanted to purchase a new furnace when I scheduled the appointment; I wanted my furnace repaired as I stated.I had to call another company and pay them another diagnostic fee, to get my furnace repaired. They were able to find a replacement part number for the electrical panel.

  

  Business response

  11/22/2023

  We appreciate the opportunity to address the concerns raised in the recent complaint and would like to provide additional context regarding the diagnostic charge incurred by the customer.  We understand the difficulties and inconvenience the customer experienced with their system. It is important to note that repair costs and diagnostic charges are separate and distinct components of our service offerings.
  
  The diagnostic charge reflects the legitimate fee for the time and effort invested by ************** in analyzing the system to identify the root cause of the problem. The technician conducted a thorough evaluation, spending approximately two hours at the customer's residence.  Upon identifying the issue, it became evident that a crucial part needed for the repair was obsolete and discontinued. Despite exhaustive efforts by both the technician and our Service Manager, we were unable to source the required part from any of our available channels. Unfortunately, all our attempts to locate the part were met with confirmation that it is no longer available in the market.
  
  Considering the age of the equipment and the unavailability of the essential part, we offered the customer a credit for the diagnostic charge towards the cost of a new system should they decide to pursue a replacement. However, the customer declined this option, leading to the retention of the diagnostic charge for the work performed during the diagnosis.
  
  It is crucial to reiterate that repair costs and diagnostic charges are billed separately. While we regret that the customer faced challenges with their system, we want to emphasize that ************** applied skill and effort during the diagnostic process, justifying the associated charge. We appreciate your understanding of this matter and welcome any further inquiries or clarification you may require. Our commitment to providing quality service remains unwavering, and we value the opportunity to address concerns raised by our customers.
  

  Customer response

  12/05/2023

  Since this company was only interested in selling me a new furnace, I had to schedule another appointment with a different company so that I could get the service that I had requested. This involved an additional diagnostic fee, and additional time with no heat. With the different company there were several options. I could order the replacement part directly, or the different company could order it. In the case of there not being available parts, they can also be back ordered. This was my experience, and also I know this because my job involves working with customers and parts. When a part is obsolete, there will be a replacement part that the customer can order either directly or through us.

  The only option this company gave me was to buy a new furnace. I had specifically asked for a technician to come out and repair the one I have. It isn't the furnace that needs replacing, it is the electrical panel. My furnace is in the attic so it would be a big deal to replace the furnace. I didn't feel that it was time to replace my furnace. I wanted to explore my options.
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I requested repair service for my leaking Bosch tankless hot water heater, Pyramid informed the service would cost $225.00 + $15.00 travel. A previous plumber sent photos of the leak he had a observed but was unable to repair. When the Pyramid repairman arrived at 9:30am March 8, 2023, he easily located the leak and advised replacement of the faulty valve and took more photos. He gave me no bill for service, no service report and did not request payment, so I assumed that I would pay when the valve had been replaced. I was pleased that the entire unit did not have to be replaced, but neglected to request estimate of final work cost. I waited for an appointment for the actual work.Today March 14 at 10:43am, I received a call from Pyramid requesting immediate payment for the visit March 8. I requested a bill by mail so I could pay by check. Request denied and immediate payment demanded. I told her I had assumed that I would pay for the entire bill when repairs were completed. No. So I asked the estimated cost of repairs. I was totally shock at a cost of over $1,000.00! And was also told that the original repairman's report had recommended replacement of the unit. I was not told this nor did I receive a written report.I am terribly disappointment as I have had previous satisfactory contact with this company.I want a written report of service received and the option to pay by check after receipt of the bill for the amount I was originally quoted even though there was no actual service received. I want to cancel the actual repair of the unit. I will not accept any further service from Pyramid.I have no documentation to submit because I received none.

  

  Business response

  04/10/2023

  When booking a diagnostic appointment, it is our policy to inform the customer of the fees upfront and also inform them that we are a cash on delivery company.  We do not send bills (we are primarily paperless unless requested) but the charges are printed on the work order receipt that gets emailed to customers automatically as soon as the work is complete.  *********** report that the customer is requesting was on the work order receipt that was automatically emailed to her,under the technician notes.  The technician informed on their notes, that the customer requested to be called for her credit card number for payment to which our team member did.   When they called she requested a bill by mail,which although she says she was denied, we had two different people actually send her copies in the mail immediately.

  
  The valve is something that has to be ordered and is not readily available and requires a return trip which is why it was not included in the first visit.   It also requires acceptance and approval before the parts can be ordered and repairs completed. There is no need to cancel the repair as it was never approved by the customer. On the phone, while she was surprised by the cost of the repairs, it does clearly say in the technician notes (that was emailed and mailed to her) that due to the cost of the repair and the age of the unit, the tech recommended replacement.  We have attached for reference.

  
  The customer does not currently have a balance and has only paid the original quoted fees for the diagnostic visit.  Thus no billing adjustment is able to be applied.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested Pyramid conduct a maintenance cleaning for my heating system. I have two problems that occurred with this service request:1. The operator noted that my system wasnt working. I waited two weeks for a technician to arrive and tell me that my system works fine and I needed a maintenance appointment. Although that was what I requested, his notes indicated my system wasnt working. I called and spoke with the operator and she assured me I must have said that otherwise she would not have written the note. I dont know how that note ended up in my system, but there were nothing broken with my system. I was charged a service fee just for having the technician arrive at my house. I should not have to pay this fee.2. This was my first maintenance service at this house (I have used Pyramid several times without issue and have never been made aware of risks with a maintenance of the system). The technician broke something in my system when he performed the maintenance. He stated this is just a risk of performing a maintenance. I had to pay for a replacement part and also for another service fee for a subsequent return to fix the part her broke. I do not feel I should be responsible for his breaking my system. By the end of this service request, I paid several hundred dollars that Pyramid made in separate charges to my accountthat I did not authorize. Two of those charges should be refunded. I called to try to figure out how to get this resolved, but never got further than the original operator that made the original error. This all occurred during a heat wave, and so I had no air conditioning. I also think the business should warn people about the risks of a maintenance so that customers can make an informed decision whether to risk that the technician may break a component. Work Order ******

  

  Business response

  03/23/2023

  We had sent the following correspondence to the customer in attempt to resolve and have not yet heard back but we are continuing to follow up to honor the refund amount discussed below.

  Dear *********************************,
  

  We received a BBB complaint from you and so I am writing to try and clarify a few things that transpired last September during our visits to your home. See below.
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  ***************************
  *****************************
  ************, ** 97086
  Daytime Phone: **************
  E-mail: ********************
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Repair Issues
  
  Customers Statement of the Problem:
  I requested Pyramid conduct a maintenance cleaning for my heating system. I have two problems that occurred with this service request:
  
  The operator noted that my system wasnt working.I waited two weeks for a technician to arrive and tell me that my system works fine and I needed a maintenance appointment. Although that was what I requested, his notes indicated my system wasnt working. I called and spoke with the operator and she assured me I must have said that otherwise she would not have written the note. I dont know how that note ended up in my system,but there were nothing broken with my system. I was charged a service fee just for having the technician arrive at my house. I should not have to pay this fee. 2. This was my first maintenance service at this house (I have used Pyramid several times without issue and have never been made aware of risks with a maintenance of the system). The technician broke something in my system when he performed the maintenance. He stated this is just a risk of performing a maintenance. I had to pay for a replacement part and also for another service fee for a subsequent return to fix the part her broke. I do not feel I should be responsible for his breaking my system. By the end of this service request,I paid several hundred dollars that Pyramid made in separate charges to my accountthat I did not authorize. Two of those charges should be refunded. I called to try to figure out how to get this resolved, but never got further than the original operator that made the original error. This all occurred during a heat wave, and so I had no air conditioning. I also think the business should warn people about the risks of a maintenance so that customers can make an informed decision whether to risk that the technician may break a component.Work Order 127491
  
  7/21/22 called to report excess condensation from AC, but was cooling okay | 7/27/22 Diagnostic appt for AC quoted for $205.00-Tech notes- Client had a water leak, sounds like it was a plugged up condensate trap, he had already fixed that himself, system is cooling normally. The new airschruber uv light is not working and needs to be replaced, office needs to check on warranty for that
  This would have been a maintenance item that we could have covered
  PYRAMID RESOLUTION - $205.00 REFUND FOR THIS VISIT
  AIRSCRUBBER COMPLETELY WARRANTED AND REPLACED AT 9/27/22 VISIT AT NO CHARGE AT ALL
  
  9/8/22 Gas furnace/Air conditioner maintenance appointment quoted for $358.00 Tech notes-Completed maintenances and found during the furnace maintenance, the ignitor that was checked with a multi-meter had readings that were OL (open load/broken circuit), this means it had failed and so when he removed it to see if it was compatible with the one on his van,it had broke, so this is a viable repair that was needed regardless of him removing it this day. Also found that capacitor for the air conditioner was needing to be replaced and this was approved for an additional $157.00.
  
  9/27/22 Visit to replace ignitor and air scrubber quoted for $313.00 Tech notes-replaced air scrubber with transformer, replaced igniter. tested system in heat, good blue flame with no flutters. system is working properly.
  
  When we set up all of the above appointments, we had taken and/or requested your credit card to put on file or to use the card on file to pay for all of the above visits due to the technicians not accepting cards in the field at the time because of COVID and wanting to limit contact with you and our technicians to keep everyone safe. We are a COD company and would not have set up the appointment without this information.
  
  As for this occurring during the heat wave last year, your cooling was in no way shape or form impacted by any of the appointments or from the ignitor or air scrubber, in fact, the capacitor replacement was to guarantee you did have cooling. Your furnace didnt need the igniter to run your cooling.
  
  Bottom line, I will refund you the initial diagnostic fee of $205.00, so please let me know if I can process this refund on the **************** credit card that we have on file that ends in **** and expires on 11/24.
  
  

*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. ↩