Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company was to clean and check a residential air conditioning unit.1, Unit was not cleaned, the debris from last years leaves are still inside the outdoor. Unit.2, We were charged for electrical parts we did not agree to,3, The unit was functioning prior to service, but we were charged for additional refrigerant the tech said he had to add to the unit. The amount charged to us was more refrigerant than the unit can hold. Based on the information in the unit.4. If the unit was short of refrigerant why was the leak not found and repaired first prior to adding more refrigerant.5,There is no change in result in the house.6. Call to the company was met with rudeness by the phone reception person.7. I have dealt with and recommended this company several times in the past. Not again.

  

  Business Response

  Date: 10/07/2023

  1. We do not remove the top components of the unit to clean debris from the inside unless there is enough debris to warrant doing so. Having said that, his expectations were not met. We should do more to inform homeowners of the scope of out work ahead of time.

  2. The technician says that he informed the homeowner that both of the electrical capacitors should be replaced based on the readings taken from them. The technician also says that he informed the homeowner of the cost of these parts and the homeowner agreed and gave approval to replace said parts.

  3. The system was low on refrigerant. The technician says he told the homeowner of this and that he would have to add refrigerant and the cost per ounce of refrigerant to which the homeowner agreed. The factory charge of this unit is 128 ounces and we added 50 ounces so it is not more than the unit can hold.

  4. The system had 1 degree of subcool, which usually means it doesn't need much refrigerant to get it back up to where it should be, usually around 10 degree of subcool. 

  This is not low enough to suspect a leak on our first visit. The homeowner has extensive knowledge of refrigeration systems and had every opportunity to instruct the technician that he would rather search for a leak rather than just top up the system.

  5. Bringing a system charge from 1 degree of subcool to 10 degrees of subcool isn't usually going to cause a noticeable difference in operation, especially if the system was working well in the first place.

  6. All I can do is apologize for this, that should not have happened.

  7. I am very surprised by this whole situation as the accounts by our technician and the homeowner are so very different. We have always had a great relationship with this  homeowner and more than that, I enjoyed talking with him. He has trusted us for years and now for some reason he does not, and I am sorry for that. 

   

  Customer Answer

  Date: 10/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Cleanning the debris from the unit is done from the side panel. The same one that accesses the electrics. Thleterature in the unit disagrees with the statement of the amount of refrigerant. The code of practice for refrigerant handling makes leak checking mandatory. This code is part of the requirements for servicing units with refrigerant.

  Again I was not told of the extra cost until the bill was given to me. Please have the debris removed from the unit.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 14/07/2023

  We will schedule with the homeowner a day and time to return and clean the debris out of the unit at no extra charge. Perhaps the system charge capacity can be proven one way or another at the same time.  

  Customer Answer

  Date: 17/07/2023

  
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * ***** **** ** ********** ** ***** *** ****** ****** ******** * ****** *******
  
  On November 21st, Wagner Heating, following our visit to **** ***** quoted us a price of $2600 to install a new hot water tank at our residence. Wagner Heating did not come for a home visit prior to installation, instead after a series of clarifications via emails, confirmed that the tank will be installed on January 4th, 2023. The installation occurred on the 4th as planned but we were left with no hot water overnight. The issue was corrected the following evening. We were ok with that. However, after the installation was complete on the 5th, we were asked to sign for a different amount rather than what was quoted. Wagner Heating at this point informed us that **** ***** changed had their pricing in November and we will charged the new amount even though this was never communicated to us until after the work was completed and the amount was due. The difference in billing is approximately $100.
  
  Wagner Heating claims we took more that a week to confirm the decision to buy and therefore they cannot are not honor to the original quote even though the new amount was never communicated to us prior to starting the work. * ** ********* ** **** ** ******* *** ** * ******** *********  * ** ***** ** ******* *** *** ****** ***** ************* ****** **** ****** ******* ********* **** ********** ** ******** **** ** ***** ********

  Customer Answer

  Date: 01/02/2023

  The consumer contacted BBB and stated the complaint has been resolved.