ComplaintsforG.P.S. Heating & Cooling Systems and Service LLC

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired GPS heating and cooling to do a furnace repair in October 23 after speaking to my nephew who owns a heating business 3 hrs from me. My nephew informed me my furnace parts n labor were covered under warranty. 4 hrs labor. When I called GPS and provided the info I had I asked how much my bill would be after warranty coverage. They said I probably would not see a bill so I scheduled the repair with them. The repairman showed up at 10AM, worked for approx. 2 hrs, left just before noon to work at the shop, he returned around 3 PM and was finished by 5 PM and gone. I account for 7 hours including shop time. Warranty coveres 4 so I figured I owed for 3 hrs passed warranty coverage. I was charged for 6.5 hrs passed the warranty hrs. 3 burners I was told were $35 to $40 each yet I was charged $230.25. I called GPS to question the charges and was not given a proper answer to the discrepancies except the tech had to unpack boxes and load the truck. 3 hrs ? He brought no parts here at 10 AM. He brought back what he took at 3pm. The so called answers did not compute with the charges, hours given to me. Attached is a copy of the bill. I sent a copy to my nephew in ****** and he said it looks to him i was charged in full and was owed a credit back of 3.5 hrs of labor and burner parts. I tried to settle this with them on my own but they were nasty to me for questioning the bill and not accepting their reply. I ended the call after being told i was condescending when I was refuting her answers with my info. And continued questions. The women at GPS stated , well, you have heat don't you? Like I didn't have the right to question the bill . I think i got ripped off and charged in full for labor and overcharged for the 3 burners. Please help me get some of my money back.. labor overcharge (3.5 hrs) $385 approx. Burners $110.25.

  Business response

  12/01/2023

  This unit was not installed by our team and has only had service by our company once prior to this event. The customer contacted our office on 10/4/2023 requesting someone to come look at her unit as she had another HVAC company out to her property and they stated she needed to replace various parts. The reason she was choosing to move forward with our company is because the other company was "jerking her around" and she wanted service done sooner. We reached out to our supplier and found that the primary and secondary heat exchangers, cell panel outlet kits, coupling box kit, cell panel inlet and $341.25 was covered under warranty. However, the burners were not covered under warranty. I am not certain who this customer spoke to that states the burners were going to be $40 but they actually cost us $62.75 a piece. We marked them up according to our customer mark up and charged her for those. Additionally, it took our serviceman all day to work on this job. He did start out at the customers home, then he had to come back to our shop where he and one other serviceman worked on the parts. The labor amounted to 10 hours. That is for the time it took our service tech to drive to the customers home, work at the home for 2 hours, come back to the shop, work with the other technician together for 3 hours, the technician to drive back to the home and install the parts. As stated above, our supplier only covers $341.25 of labor. Our labor charge is actually $100 an hour, we rounded the $341.25 up to $350 and removed $350 off the labor charge of $1,000.00. As stated on the invoice, the parts except the burners are covered under warranty. We got charged for the burners therefore the customer would need to pay for those. Additionally, the customer is required to pay the remaining labor that isn't covered under the warranty. When the customer reached out to us to make her complaints, she was extremely rude and hostile. She hung up on our office staff multiple times as we tried to sort out and explain the situation. She made remarks such as, "Well am I paying for your service technician to go to the bathroom and eat his lunch?" Then the customer's husband came into our office and questioned the bill. He was extremely kind and we explained the whole situation to him that there were various things that weren't covered under the warranty and the customer would be required to pay that. We stated it wasn't our decision but the decision of the warranty company. The husband stated that they were displeased with the brand of unit that was installed and most likely wouldn't go forward with installing a unit from that brand in the future. He then said he understood and had a check to pay the invoice in full. The bill was paid, we handed him a receipt and then he left. We assumed the issue was resolved after that as the bill was paid and the husband seemed satisfied. 

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]The response states that my husband came in and paid them? My husband has never been to their office nor has he spoken to them. They must have us confused with someone else.  I mailed my payment to them and have not recieved a reciept except for my bank statement showing they cashed my check. I was not rude to them and I indeed hung up when I became the one being mistreated for not accepting their answers without further explanation. The response given to you contains alot of mistruths. The tech was here at my home a total of 4 hours. He was at the shop from noon to 3. That's not ten hours. I come up with 7 hrs. That's what I wanted explained. Not hearing about unpacking boxes etc.  Comfort gallery in the ****** area and gave me all my warranty info and saw what I was billed and agreed that I have been overcharged for labor by 3.5 hrs. I'd be happy getting back for the 3 hrs.
  
  Regards,
  
  ***********************

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