ComplaintsforEconomy Furnace Heating & A/C

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10, 2023, Economy Furnace came to my residence to check my central air and add R22 if needed. The service technician checked the unit and added 1 lb of R22. The total cost was $225 which consisted of a $125 fee for the service call and a $100 fee for the R22. I paid with check **** from my bank account. The technician not only stated that my central air unit was good, he also wrote it on my receipt. (Which I have a copy of) . The invoice number is ****** The next day, when my central air was turned on, it did not work. I called Economy Furnace, and they refused to even send a technician out to look at my unit. I said fine, then refund my money, and I will call someone else. They refused this as well. The only thing they wanted to do was SELL me a new unit! This after their own service technician told me that I did not need a new unit yet and that I should wait until I needed to replace my furnace before purchasing one. My wife then called to try to resolve the situation with the owner of the company. She told her that the company isn't responsible for any damage that may have occurred when they serviced the unit and refused to do anything to resolve the situation. She stated that her technician should have done a dye test first before adding anything. When my wife asked her why it wasn't performed, her answer was that it's not free. The owner then stated that there must be a leak in the unit. My wife asked her if the unit had a leak why would her technician state that he checked over the unit and everything was good and then proceed to add 1 lb. of R22. She told my wife that she wasn't going to argue with her and hung up. My wife attempted to call the company back one more time to try and resolve the situation, but they did not answer her phone call. After not answering the phone. I then placed a stop payment on ***** **** which cost me an additional $33. My unit is still broken, and Economy Furnace has not once called or even attempted to resolve this.

  Business response

  07/25/2023

  On July 5, 2023 ** ****** called our office to request service on his Air conditioning.  I personally took the call.

  At that time he stated it was a R22 system and all he wanted was refrigerant to be added.  I told him at that time that there would be no quarantee for the service since it was an old R22 system.

  He replied that he understood.

  On July 10, 2023 my technician went to ** ******* house.  He did exactly what *** ****** requested, he added one pound of R22.

  On July 11, 2023 ** ****** called back saying the unit was not cooling.  At that time our quality control personnel tried to talk to *** ******, however, his irate demeanor and his expletive language was not acceptable.

  After 15 minutes of being screamed at I instructed my employee to hang up the phone.

  A few minutes later **** ****** called and I answered the phone. Once again she began to scream and use unacceptable language.

  I asked her kindly to talk to me properly and I would listen.  She, however, continue to scream and use language I will not listen to so after attempting to reason with her to no avail, I hung up.

  I cannot resolve an issue if the customer is not reasonable to even listen without demeaning and berating language. 

  ******** *********, President

  Customer response

  07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ***** ******

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DATE: 6/21/23 Economy Furnace was contracted by my HSA to replace my AC and Furnace. Prior to doing the installation their office representative and the representative of the HSA told me I was getting an AC unit and furnace. However, only the furnace was installed. I reached out to Economy furnace and they noted that the HSA rescinded the AC unit work order. When I called the HSA they notified me that the Economy Furnace technician did not properly complete their notes in order to have the AC unit replaced and declined the work order for the AC unit. Either Economy Furnace or the HSA are hiding a mess up of some sort. Whenever I call either one of the Company's they are telling me all of their documentation shows only a furnace to be installed. But, prior to installation I was verbally told over the phone by both that it was going to be both AC and furnace. It also seems very odd that Economy Furnace told me that they could see a work order for the AC unit was cancelled by the HSA. But then when I called the HSA they pointed the finger at Economy Furnace. In any event, my old AC unit still is not functioning as it should. Anytime the outside temperature gets above 80 my unit cannot maintain the temperature that my thermostat is set for (71 degrees).

  Business response

  06/27/2023

  On June 6, 2023 we went to *** ****** upon request of his warranty company - HSA. 

  Our diagnostic was that the blower motor, control board, fuses and transformer was burnt up, which in turn was causing the Air Condition not to work as the blower on the furnace was not working 

  We reported our findings to *** ****** warranty company as well as reporting that the parts for this furnace was no longer available.

  At that point, HSA deemed his furnace non repairable, at which time, they authorized replacement of a new furnace.  The authorization included HSA providing the furnace and paying the labor.

  *** ****** contract with HSA left several non covered charges for which he was responsible for as the homeowner.  Those charges were $620.

  *** ***** states that he was told by my office staff that those non covered charges were for the installation of a furnace and an AC. At no time did we have authorization by his warranty company, HSA to replace his air condition.

  Please see below the response from HSA representative :

  "The dispatch and autho was for the furnace only not the AC.  The 620.00 was for the nons of the furnace w/o.
  Homeowner needs to pay the nons for the furnace claim, it has nothing to do with the AC system."
  

  That being said, On June 21, 2023 we replaced the furnace at *** ****** home. 

  After replacing the furnace, *** ***** said the Air Condition was not keeping temperature to what he has the thermostat set to.  HSA did originate a Air Condition claim for this client, however, we are unable to accept this work order due to

  previous scheduled work.   *** ***** needs to contact his warranty company to request service on his air condition.

  We have completed the work we were authorized to do through his warranty company. HSA

  Thank you

  Margaret S********, President

  Customer response

  06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******* *****

*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. ↩