ComplaintsforCarolina Heating Service

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The AC unit on our main floor went out Friday, July 5, 2024 when I had a house full of company. It was struck by lightning. It is now July 9th and there has been no resolve and no promise of anything being done to fix the unit. It has been 98 degrees every day, and they are offering no information on what they are trying to do to fix the unit.. The owners say they had a part overnighted yesterday, won't provide the tracking number to check on the delivery, and won't provide information over the phone as to where the part is. They don't even know if the part they ordered will correct the problem. We pay a yearly maintenance fee of $540.00 with the promise that we will be offered discounts on service calls and repairs, and PRIORITY service during inclement weather. That has not been delivered.

  

  Business response

  07/11/2024

  We went to customer home on Saturday, July 6th to resolve the issue. The customer needed a part that had to be ordered. The part was order on Monday, July 8th once the part house was opened. It was overnighted, however the part did not arrive until Wednesday, July 10th. When the part arrived at the shop, it was delivered to the tech to resolve the issue with the customer's unit. The repair was completed free of charge. The customer's unit is now repaired and cooling. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Carolina Heating and Air has been a reliable company for many years. They were purchased in 2020 by ***** HVAC. My thermostat went out and they came over and said it would cost ‘120’ to fix it. They fixed the thermostat (which generally cost 200 at most, and cleaned my coils for 345 which was correctly stated. The technician then said the total bill was over $1600! This company is price gouging and not being clear about the cost up front. When I called they said ‘did you agree to the price?’ The short answer is no but there would have been confrontation since the job was done. I want half of my money back as any other company would complete my needs for $600 or less. Unreal. Please mark them down as price gouging customers!

  

  Business response

  06/14/2023

  I spoke to Mr. ****** and found that there was some miscommunication with pricing. I reached out to him and we are refunding $****** of the total repair cost to this homeowner. I spoke to him over the phone and has agreed that this resolution was sufficient and will not be following through with his complaint. 

  Customer response

  06/14/2023

  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 upon receipt of the $*** refund. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is an ongoing problem. If I contact the company they charge me for a service call. The problem has never been resolved. The thermostat on a heat pump installed 3 years ago still doesn’t work properly. Multiple components have broken and been repaired by manufacture warranty. We were even told heat strips had been improperly installed by previous technicians, also from the same company. AC was out for several weeks this summer due to broken part. Our heating bill continues to be around $450 in winter months after supposedly getting a hugely efficient and expensive model and keeping thermostat at 67 degrees. I believe this is at least partly due to thermostat incorrectly reading room temps. Whenever I call to remedy problem, I am made to feel as if it’s my fault and I have not paid for a maintenance plan. I get frustrated and just deal with it until winter rolls around and heating bill is outrageous and house is cold.

  

  Business response

  02/24/2022

  I have reviewed the complaints on the system from our files and did notice a large amount of calls relating to the system newly installed.  One of the perks of the system is that it is covered on parts and labor warranty for any repairs that are directly related to the system. All of the repairs thus far have been covered under warranty with the exception of the service call and there was a charge for that call of 300.  That call was ran on a Saturday which is emergency hours for us and is not covered under parts and labor.  That 300 would be charged to any customer requesting service during a weekend or a holiday where we are normally closed.  The repairs however were covered under parts and labor.  Certainly we would like to make every and all attempts to correct any issues found, and I am unaware of any calls since October 1, of 2021.  Also each of the invoices that I have printed out the technician has stated that the customer was satisfied upon their departure.  I am also reviewing the account and have noticed that there is no active membership currently, so I am unsure why a retroactive membership would be beneficial.  I am more than willing to extend a membership offer for 2 years on this system to help in any way possible, as well as send a technician free of charge to evaluate the thermostat.  If it does need to be replaced we would certainly make sure we replaced it free of charge under the warranty extended from the manufacturer.  Please let me know if this is acceptable, but I cannot refund the 300.  That price was quoted prior to our departure to the residence and the customer agreed to it which is why it was collected.

  Customer response

  02/25/2022

  I’ll accept the maintenance plan and thermostat evaluation but I’m not paying another service call to have them look at it without replacing it.

  

  Business response

  02/25/2022

  Great, I will have my team reach out to you to set you up for the free maintenance plan and also schedule your tune up to prepare you for the cooling season approaching us.  A thermostat inspection is part of that evaluation.  I will put special notes in the call for the technician to really go over the thermostat with a fine tooth comb and make sure any issues are resolved and you are satisfied.   

   

  I would like to advise you that if you need us during emergency calls times which is after hours and weekends, the fee will still apply, but if we are able to come during business hours on Monday - Friday your service call fee would be covered under your parts and labor warranty.  I did read in some of the notes where you reset the breaker a few times prior to the tech arriving.  I would also encourage you to not do that and allow the tech to see the problem as it is occurring.  I hope this helps clarify our service call fees and we can continue to build trust and loyalty in the coming years. 

*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. ↩