ComplaintsforDuncan Heating & Air Conditioning, Inc
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Complaint Details
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Initial Complaint
09/21/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
We were having a commercial AC issue. We called duncan heating and air. They came out and diagnosed the problem as the control board. After replacing the control board and taking our control board with them the AC unit was still not fixed. They had misdiagnosed the problem. They have sent threatening letters and emails demanding we pay them $977.65. In one email they offered to come and take the control board back. When I called and said that would be fine if they would return our control board (which is turned out had no issues) I was told that was no longer an option. They have been very rude when we have asked to talk to managers and owners. They continue to send threatening letters to us demnding we pay for services when they misdiagnosed the problem and replaced a piece that did not need to be replaced. We want Justice served in this case and action should be taken against them for unethical business practaces. also, we should not have to pay for it, since we bought a new one.Business response
11/12/2021
Business Response /* (1000, 5, 2021/10/04) */ Dominic with Country Inn & Suites called 6/18/21, stating the unit in room 409 is freezing up, was not cooling. Duncan Heating & Air Conditioning (Duncan) told Country Inn & Suites the service call to diagnose the issue is $85.00 plus repair costs. Duncan technician met Dominic at room 409 on 6/18/21, found the control board was not working properly. Service call was $194.85. Dominic told our technician that there was no one there to pay the bill. Country Inn & Suites Management approved replacing control board. Duncan had to special order control board & installed 7/6/21. Unit was cooling at that time. Charges were $753.38. Still no one there to pay the bill. Duncan's standard procedure is to collect at time of service, but no one was there to pay, so Duncan billed Country Inn & Suites. Unit started freezing up on 7/7/21, Duncan technician went out 7/7/21. TXV valve is out and Duncan cannot get one to replace. No charge for this call. Unit now needs to be replaced. Country Inn & Suites wants credit for the control board, it was special ordered, cannot be returned & they approved the order. Country Inn & Suites tried to get Goodman Manufacturing to pay for the control board, but it is not under warranty, and Goodman Manufacturing would not pay for it. We have sent Country Inn & Suites invoices, statements and past due invoices according to our company policies. After refusing to pay, we sent Country Inn & Suites a "Demand for Payment" letter, once again our company policy. Duncan Heating & Air Conditioning, Inc. has done everything possible per company guidelines to resolve this issue. Consumer Response /* (3000, 7, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unsatisfactory responce from business. We are still very unahppy with the service we recieved and had to replace the unit after the techician serviced it. Business Response /* (4000, 9, 2021/10/15) */ The control board needed to be replaced in order to get the unit running so that the technician could further diagnose the issues. Technician did find a TXV valve not operating properly, but the unit just needed to be replaced. We spoke with the customer about giving them a bid to replace the unit; however, they wanted to go to Goodman directly to see if they could get some assistance with the unit. We continued to try to collect for the services. Instead of giving us the opportunity to replace the unit, they went with someone else, therefore, avoiding paying for the services performed by Duncan Heating & A/C, Inc.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.