ComplaintsforArtie's Heating & Air Conditioning Inc

• Initial Complaint

  01/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Jan 6 I requested service on my thermostats from Arties ***************************** They said my thermostats were not functional for heat pumps and offered to replace them. They installed an old one of mine on one unit, and said the other required replacement and they had one for around $120... which turns out is about a $43 thermostat with no programmable capability. Given I wanted to get this over with I said install it. When it came time to pay, they said Ooops -- the thermostat is really $185 not $120. Given I felt pressured and intimidated with stories that THEIR thermostats are unique and although the same model online is only $34 dollars, theirs are unique and their part numbers or serial numbers are 1 digit off online/retail ones, etc. I feel given my age and retirement status I was taken advantage of, misled, and price gouged. I contacted the owner, and given the same set of stories about why their low-end, non-programmable ******* Heat Pump Non-Programmable Thermostat was $140 more that the identical model on Amazon. No comment on bait and switch on the $120 vs $185 quote they gave us while in our home. Again, I feel targeted due to my age (67 1/2) and intimidated (they already installed it) and misled and lied to on the cost and price of the service. A NEST internet and programmable thermostat is only $199 online... and they are charging $185 after quoting $120 for low-end non-programmable $43 junk.

  

  Business response

  01/11/2023

  **************
  Better Business Bureau
  
  
  On January 6, 2023, ************** requested service for two units at his residence heat not working. 
  Upon arrival he questioned the Technician about the cost to replace a programable thermostat.
  He was quoted the price on $120.00 for the programable thermostat.   (NON-HEAT PUMP)
  After evaluating both units found the thermostats installed by his alarm company were inoperable with the systems.
  He was then advised of the price for HEAT PUMP PROGRAMABLE THERMOSTATS $ ******.
  He advised the technician he had his old thermostats could we install them. He told the technician to proceed and correct the problem. 
  One of his old thermostats did not work, which resulted in the installation of a new thermostat.
  The technician corrected the problem, presented the bill and was paid accordingly.
  ************** called into the office and complained we overcharged for the thermostat; it was found on amazon for $43.00.
  Our manager explained he was not certain of the type of thermostat found online but what was found was probably not the same.  OUR cost factor for this type of thermostat is NOT $43.00.  When a customer calls for service he pays for the knowledge and expertise and parts and labor of this technician.
  Due to him being so irate and feeling he was over charged was offered a 10% refund.
  Arties Heating and Air Conditioning prioritize customer satisfaction and nothing less than ensuring you are complete satisfaction.   Arties Heating and Air conditioning does not and shall not discriminate based on race, color, religion, gender, gender expression, age. national origin, disability, marital status, sexual orientation, or military status, in any of services.
  
  We value our customers and will gladly come and remove the thermostat and refund the ******. paid for the thermostat
  
  
  

  Customer response

  01/12/2023

  Better Business Bureau:
  
  Sadly, ***************************** reply is filled with inaccuracies and outright lies.  If his technicians are at my home to work on two heat pumps, and my emergency heat on the heat pumps are not working, and the thermostats are not supporting the heat pumps, why would they offer to install a NON-heat pump thermostat ---at $120  which would not fix the problem .. he should fire them and hire someone with competence, ... they clearly stated the thermostat would fix the problem, which would make it a heat pump thermostat.  They also waited till after the install to inform us the thermostat had gone up in price (the secret one-off serial number unavailable to the public thermostat) which has an identical twin online for $43 on Amazon.

  
  

  Their ethics is horrible.  Their business practices are deceptive, and they clearly prey on vulnerable people.

  
  

  I will however ACCEPT their removal of the thermostat given they send a different crew, not the ones that were here and lied and manipulated us and took advantage of us.

  
  

  Since I was required to pay on the spot, I would expect CASH or CHECK at the time of the thermostat removal for the $185 plus tax or $200.25

  
  

  Thanks for your addressing this issue. 
  
  Regards,
  
  *********************

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