ComplaintsforFondy Heating & Air Conditioning, Inc.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a furnace and central Air units we purchased from Fondy Heating and Cooling . We have had Fondy Heating and Cooling do regular maintenance on our uniits. No problems . On December 20th in the evening we noticed our furnace was not heating properly. The next morning, December 21st we called Fondy Heating and Cooling and reported we were having problems with our furnace. ******, who took the call and our information said it could bemid morning or early afternoon before some one could get back to us. That was understandable. The next morning we woke up to a cold house; called again; got answering machine. We did not hear from them at all. House was down to 54 degrees. At 4:15 AM I woke up to a very cold house; weather outside was very windy and blowing snow! I got on my lap top and starting looking for a repair company that offiered emergency service. I did find one; called them. The repairman was here by 5:00AM did some diagnostics and determined what was needed. By 10:30AM they returned with the needed part and installed it. House started warming up! We were so grateful.We never heard from Fondy Heating and cooling, never a call back. We did hear that they do not like to do service calls; they are short staffed. I can understand that what I can not understand is why they didnt give us a call and tell us they could not take care of our problem. I did call back after Christmas, got the answering machine. I gave them our name, address and told them we would not be needing and future maintenance from them, please take us off their customer list.

  Business response

  01/17/2023

  Sorry to hear this as they are a long-time customer. We put their equipment in some 20 years ago.

  Unfortunately, on that particular date we were unable to keep up with all the calls that were coming in due to the extreme cold and wind. We did receive her call and told her we would try are best to get to her that day but we only had 1 technician on that day and he was already overbooked and she may have to wait until the next day. She did call back and left messages on the answering machine after hours at 4 a.m. & again at 6 a.m. saying that she had found another company. Had she followed the instructions on the machine she would have been able to leave a message for the technician. 

  We did contact her to say how sorry we were that we couldn't get to her. We suffer from the current economic conditions as most companies do. We are unable to find enough qualified people and have lost a lot of technicians to other companes.

  We try to get to all our customers in a timely matter but when there is a blizzard we can only do so much. I'm certain we would have taken care of her the first thing the following day.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/1/2022 We had called Fondy Heating as our air exchanger was not work. Fondy Heating arrived on that day, spent no more than 30 minutes at our home. Determined the blower motor system failed. They had to order the motor. Thankfully this was under warranty. Unfortunately, we had to wait until June 16 for the part to arrive. We would call and check on the part but due to this being a warranty item, the part had to come from a specific place; which took until June 16th. June 16th, Fond Heating arrived; installed the part. I made a comment how quick this took because it was less than 30 minutes. The tech explained it was an easy fix. We received our **** on 07-08-2022 for $458.93. We were shocked by the cost to fix the warranty part. In calling; they explained we were being charged travel time. From their location of *********************************************** to our address ******************; which is 28 miles. They charge full rate for travel time - this is NOT disclosed on the ****. We were charged travel time for the trip in April and in June. I understand that costs are up; i would like to see them CLEARLY state on their bills that you will be charged Travel TIME or state there is a flat rate for travel time. What happens if they are traveling to my location from their shop, then from my location to another home near by; is that person then charged from their shop as well? Or from my location? We had been a customer of Fond ********************** when we built our home in 2006 and now with this new home in 2018 unfortunately given how they are charging and NOT disclosing their pricing we will not longer be a customer. I understand there are costs associated with work and travel. I would not have a problem paying half this **** NOT all of it as they did not properly disclose their fees. Thank you.

  Business response

  07/19/2022

  Responce to customer compliant. 

  We charge a flat service rate of $145.00 per hour. 

  All Service calls are a minimum of 1 hour. Customer lives approximately 30 minutes from our shop. They were charge 2 service calls for 1.5 hours each. This is the time to and from your shop. 

  I'm willing to refund $145.00 because they are a good customer.

  Thank you:

  ***** Larson 

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