ComplaintsforBob's Quality Heating & Air Conditioning, Inc

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested an estimate from this company for services on my A/C. The website clearly states free estimates, and on the phone when I booked the appointment was told it would be a free estimate. At time of the appointment their employee showed up and spent 5 minutes at my house and gave me an absurd quote for work to be done, and told me I would receive a **** in the mail. I asked a **** for what and he said the estimate, the estimate is only free if you go with their services otherwise I would have to pay for it. I received my **** and sent an email disputing the charges because they were misleading in their quote for free estimate, no where on the website does it say i have to choose their services or be billed. They never responded. I have not paid the **** and am now in collections because I was misled and ignored. My credit is being damaged because of this.

  Business response

  05/13/2022

  Many things about this homeowners complaint are troubling and blatantly untrue.

   

  We do offer free estimates, but the estimates are only free for replacing or installing equipment. During the estimate, the salesman does not diagnose or look for any issues with existing equipment, they just size and recommend equipment based on the homeowners wants and needs. We do not offer free estimates on repairing equipment, and this is made very clear to homeowners. Our technicians are highly trained individuals, and their time costs money, if we diagnosed equipment for free, we wouldnt be in business. You dont bring your car to a mechanic and ask them to tell you whats wrong with it for free and the same thing applies with us. Every time we go to a home to repair equipment, there is a diagnostic fee of $79.95, and the only time this fee is waived is if they choose to replace rather than repair. This call was never for an estimate, it was for a repair. We never talked to the homeowner over the phone, he requested service on our webchat feature on our website. I have attached a copy of our correspondence from May 25^th and as you can see, he requested a repair and was made very aware of the cost.

   

  On May 25^th 2020, ****** sent us a message via webchat stating that his A/C was not working and that he wanted a repair. We agreed to 8 am on Wednesday the 27^th and that is when we went to his home. We track our technicians time at jobs, and after 20 minutes of working, our tech found that the unit was completely empty of refrigerant. Being that the system used an obsolete old style of Freon, the cost to fix was expensive, which the homeowner declined. We then gave him a price on replacing the unit and said that the service call fee would be waived if he chose to replace the unit. All of our phone calls are recorded, and after that, the homeowner never called so we sent a **** for the diagnostic services rendered. The only correspondence from him was an email we received on December 10^th, 7 months after we performed the work, and it essentially said the same thing as the complaint, that no services were performed and therefore he was refusing to pay. To say that no work was performed is unfair and untrue, I wont bore you with all the details associated with checking freon levels, but he took the necessary steps and found it was empty.

   

  This exact diagnostic scenario happens within our company every single week without complaint, and most homeowners understand how it works because its explained to them. Again, the only correspondence we ever had with this customer was via webchat and a phone call from our technician stating we were on the way to his home, and the cost was made very clear. No phone calls to or from him were ever made thereafter. Unfortunately, this is just a case of someone not wanting to pay their **** and tarnishing our name and reputation as a result. This is why the **** was sent to collections which is where it will remain. As a sign of good faith, I will waive the financing charges that have accumulated over the past year if he calls to pay the ****, at which point I will remove it from collections.

   

  Customer response

  05/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *****************************
  

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