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Complaint Details
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Initial Complaint
05/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was charged $950 for less then 30 min work on a warranty part. When I asked for an itemized bill since they told me they dont charge $950 an hour for labor I was told they dont do that. They said they charge for paperwork, driving , etc. this should be itemized with the times of you are charging customers for it.
Business response
06/21/2023
This work was a coil replacement and includes us diagnosing the problem, ordering and buying a $1000 or so coil from factory. Picking up the coil, installing the coil. Including pumping down the system welding in the new coil reattaching the drains. Warrantying this work for a year. Retiring the coil to the distributor. Filling out the paperwork and waiting on our credit from the factory. We regularly check our competition and this is a VERY fair price for the work done. MOST IMPORTANTLY, we quoted this work to her and our quote was accepted. And then we performed the work to her satisfaction. There is no way this job was done in 30 minutes even just the time at her house. She never paid us for this work until we turned her over to the collection agency. Then she reluctantly called and paid half and we agreed to take payments on the rest. Also we had to pay the collection agency 40% to get our money.
The name she uses on the complaint is not the same as the name she used for our service either.
Lastly ,
We are still always willing to do whatever necessary to make a customer happy so we will reduce the price on the coil replacement if that is what is necessary to make her happy . It is not easy for us to do so as we are simply reacting to what price she thinks it should be with no knowledge of the cost of providing this service or comparing what others charge for the same service.
Please let the customer know we are happy to solve her issue if she is willing to pay the balance upon our resolution.
Thank You
Initial Complaint
04/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I replaced my ** a year ago or so and my dealer told me that the unit is not registered under warranty. At the time and till to date the dealer was responsible to register any new ** units after installation. This is beside the point, I am a new widow and we have been dealing with this ** company for over twenty years. Out of trust, I took his word for it, though one of his help told me the unit is still under warranty. To make the story short, I found the ** registration/warranty a year later, copy attached. Please advise me what needs to be done, if anything? I would appreciate your support and help, as always, regarding my problem. Best regardsBusiness response
05/20/2022
*****, As you can see on the two lowest documents the air handler unit was clearly out of warranty as of 2016 . The outdoor unit (condenser) was almost 20 years old and was the older outdated r-22 refrigerant. And we offered to replace the system and she accepted and so we did. A year after the new install this came up. I am more than happy to do whatever it is to make her happy including giving prorated money for the cost of that old unit. Actually we will happily do whatever it takes for her to be satisfied, as we will do with any customer.
Please know we will get this taken care of if she will allow us to. And we will report back to you and ask that she reports back when we are done.
Thank You,
*********************
Service Wizard
Customer response
05/20/2022
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.
Regards,
*********************Customer response
05/27/2022
Complaint: 17070480
I am rejecting this response because: I want to inform you that *********************, the business owner of Service Wizard, paid me a visit on Friday May 13th, 2022 and he agreed to pay me a refund of $3000.00, the amount I paid for the unit that he replaced while it was still under warranty.Today is Friday May 27th, 2022 and didnt hear from Service Wizard with what has been agreed upon
Regards,
*********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.