ComplaintsforNew River Heating & Air Conditioning, Inc.
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Complaint Details
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Initial Complaint
08/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
From July 21 -29, 2021 I was provided services by New River Heating and Air. My Airflow heat pump is under warranty and has to be serviced by The aforesaid company to remain in compliance with the 10 year warranty. I paid every bill from this company except for I believe $208.00 that I disputed and spoke with an office manager about. I was told that the charge would be written off as a courtesy and in the future I would be made aware of all charges and parts that were not covered by the warranty. I contacted New River Heating and Air for services today 8/11/2022 and was refused service. ***** said it was because it was refusal to pay which is an untrue statement and an attack on my character and integrity. When I spoke with the manager last year I was under the impression that this situation was resolved but turns out rather than resolving the issue they waited until I needed service and used it as a form of retaliation. I have receipts where I paid this company and feel retaliated on. If this is how this company responds I cannot trust that they will provide fair service.Business response
08/12/2022
New River Heating and Air (NRHA) installed an Aire Flo system (part of the ****** brand) at this property in April of 2014. This system came with a 10-year parts warranty through ****** and a 1-year labor warranty through NRHA. On April 3, 2015, NRHA returned and re-leveled the outdoor unit because it had settled at an angle. There was no charge for this. NRHA did this under the 1-year labor warranty.From that point until July 2021, NRHA did not return to the property. On July 12, 2021, seven years after installation, NRHA went to the property for a service call. The customer called and stated that the fan was running and the outdoor unit was running, but the system wasn’t cooling. NRHA found the unit low on refrigerant that evening. Customer paid for the service call with a check that was from a bad account. This payment issue was resolved and a fee was not charged by NRHA.NRHA returned the property July 21, 2021 and performed a leak search on the system. A leak was found at the true suction line where it meets the compressor line. Customer was quoted $726 to fix the suction line leak and recharge the system (priced $606 for Evacuation/Refrigerant and $120 for suction line repair/labor). The repair was a braze repair, no parts were to be replaced for this repair.On July 29, 2021 NRHA repaired the leak and recharged the system. Customer paid $606 of the bill. Customer felt that ****** should be responsible for the $120 repair and labor portion, and she didn’t want to pay it. It was explained to the customer that the ****** warranty only covered parts, not repairs and labor, and that no parts were replaced on the system. Customer felt that ****** should replace the unit of something fails on the system and a part is not replaced. At this point office staff had the Service Technician Manager call the customer. He spoke with her about the repair, pricing, and ******’s warranty coverage. The Service Technician Manager chose to compensate the remaining $120 balance after speaking with customer in order to get the issue resolved and at that time informed customer that any future work would have to be paid in full (at NRHA’s pricing) for any repairs, that this would be a one-time compensation. Materials, time, and labor that were put into this job were compensated at the company’s expense in order to make customer happy. After this, management of NRHA felt it was in the best interest of the company to no longer provide services due to the issues that arose from this repair. Any ****** dealer is able to work and file warranty parts repairs on this system through ******. ******’s parts warranty on this system is in effect until August 12, 2024.Customer response
08/12/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Provide details of why you are not satisfied with this resolution.]. I am not satisfied with this resolution because of the untruthful tag on my account. Don’t come to a resolution on an account and then decide not to provide service. It’s a clear act of retaliation I paid every invoice that was sent except the disputed $120.00. I prefer to do business with a company that keeps their word. Regards, ******* *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.