ComplaintsforMinuteman Heating & Air

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called this company on a promotional coupon i received in the mail. Which stated free service call so i called the number the card ********** on Thursday 7/6 to setup an appointment i mentioned to ***** customer service rep i advised her i had a coupon for HVAC services the rep said they did not have nothing available till next week they can put me on standby . Monday 7/10/2023 i received an email that they can send a ac tech out today i said ok. Tech came to my house about 10:30 am looked at my unit advised me of what was wrong with unit they tried to fix it but at the end were not able to . technician by the name of ************************* sd i still had to pay for the service call i told him i had coupon. He called his supervisor and said no I had to pay. Prior to this being told to me his assistant had told me they were going to honor the coupon and i did not have to pay. At the end he said i had to pay cause the coupon said Wednesday and Thursday . I told the technician I specifically called the call center and told them about the promotion i was calling about . I have no control of when the company decided to send a technician out to my house . I am very upset with this company cause i got to different responses and still had to pay . they went back on their word and did not honor nothing.

  

  Business response

  07/12/2023

  We did send out this promotional coupon. It is one of several that we send out often, and all of them concerning the service fee are very similar. It is very important that you attached the coupon, because in the attachment it clearly say "Service fee will be waived if work is done at time of call". In other words, it is a free service call with work done. We also listened to the recording of when you called in and spoke to *****, the initial call in, and you mentioned the coupon right away. She says, right after you do, "the waive service fee with work" coupon?, and you answered "yes".  If we had done any billable work for you, we would not have charged the service fee, exactly as the coupon says, and was confirmed with you and by you on the phone call. Because no work was done, the service fee was due, just as the coupon says, and was confirmed with you on the phone call. Because your compressor is bad, we had you set to come out and give a system replacement estimate, but you cancelled the appointment. One of our Senior Managers called you and left a voicemail for you to call him, but we have not heard back from you. If you would like to speak with us about this issue further, we are always here for you. Please call and ask for ******* or ****, and we will speak to you about all of this, or call you back as soon as possible should we be unavailable. We are sorry this has left you soured on us, but believe we have put things in place to help prevent misunderstandings like this from happening. We hope you will call and speak with us.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We want our money back. We bought a new Daikin $16k AC & heating from Minuteman and they installed it last November 2021. The AC part of it performed poorly this summer so they installed a new one a few weeks ago (July 2022) but it performs just as poorly. For example our indoor temp got to 86 last night and the temp outside never broke 100 all day. The AC didn't cool down to the upper 70s until about midnight. It runs all day and all night and never cycles off. A $16k unit should work better than that but Minuteman says we can’t expect any better. They say we are being unrealistic and there is nothing wrong with the unit. We get it that cooling to 20 degrees is all that can be expected but this unit is not doing that. A small window unit in each bedroom performs much better than this AC. Cooling to 20 degrees cooler than the outside is an industry standard. We no longer have their support anymore even though we have a 3 year warranty. I say that we don't have their support anymore because the last time we complained they respond saying they bent over backwards to help us, that they didn’t manufacture the unit and there is nothing wrong with it. I posted a bad review on ******, their response to it was the same. I have showed them pictures of the inside thermometer, the channel 4 weather app showing the outside temperature and the thermostat of the unit numerous times but they ignore them. They have been out multiple times to fix it but they are unable to get the AC unit to function as it should. It will cool for about a week then it stops cooling properly. We’ve been struggling with this vicious cycle all summer. We need some help! See attached receipt. Let us know if you need anything else. I can provide pictures to prove how hot it is in this house vs outside air. Thanks for you help.

  

  Business response

  08/22/2022

  Sorry it took a minute to respond. We were already working with this customer on this issue. We’ve just replaced the thermostat and that seems to have fixed the problem. We do not manufacture the units or the thermostats, we just install them. There can be manufacturer's defects in products. We still stand behind our install of the product purchased, but think it fair to mention that the 20 degree difference is because we’ve been under extreme weather conditions , at 100 degrees and above the systems aren’t designed for those temps in prolonged times as we’ve  had recently. I believe this has all been resolved since we changed the t stat, and would have been based on the warranty we gave the customer, and in fact, we were already working on this with her. Apparently that is not good enough for the daughter.

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