Complaints

This profile includes complaints for Spoors Heating and Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spoors Heating and Air Conditioning

  345 Sacramento St # 5 Auburn, CA 95603-5509

  
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  Spoors Heating and Air Conditioning

  PO Box 567 Meadow Vista, CA 95722-0567

  

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:11/08/2023

  Type:Product 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.

  We invited Spoors, (along with two other companies), to bid on installation of inline blower in duct work for increased airflow; Spoors was never contacted for a "Service Call". While we were open to other suggestions, we already knew an inline blower to boost airflow was needed, and wanted an estimate accordingly. The Technician observed the situation, made a couple comments as to sending forward an estimate for a couple other options, in addition to the inline blower. He stated it would take a few days for an estimate and that it would come soon. We never received an estimate for any work whatsoever; all we received was a bill for a "Service Call" for $97.00 along with some suggestions without any pricing. When we received the first bill, I kindly requested they remove the charge, and explained as outlined above. Today we received a second bill, with includes "Payment is due upon receipt" and that a "1% financing charge per month shall be applied". This is wholly unacceptable; at no time in our contact with Spoors did they mention a charge would apply for visiting to make an estimate, which never came. Spoors ignored our first response to remove the charge, and simply sent another bill for $97.00 - This is a very poor business practice and we will not pay anything for inviting a company to bid on a project. We ended up hiring ******** Heating, which actually came out (without a charge), sent us an estimate, which we accepted. The work was done today and we are very pleased with the result. We are very happy we did not hire Spoors.

  

  Business Response

  Date: 11/14/2023

  Good Afternoon ******************,

  The initial issue was described to us as, "airflow issues - maybe ducting, or possibly blower speed needs to be adjusted." *********** fee was charged because if we look at the furnace to see if the blower needs adjustments or if a furnace is not operating properly we will have to diagnose it. When the tech arrived he determined that it was just an airflow or ducting issue and gave information for the ductwork. This $97.00 service charge should have been removed by the tech and was not. We did not see this and the bill was sent by the tech and our service software automatically at the time of closing out the job. When you emailed us your response and not wanting to pay for the service fee it went to spam. In the future if you have billing issues and you do not get a response back by email, a simple phone call to the number provided on your invoice would be appreciated as we have a live person answering not a recording and we would have removed that fee immediately. We have reiterated to our team on the importance of letting our clients know the service fee upfront and clarifying whether it is a diagnostic or an estimate. 

  The 1% finance charge is there as a protection device for our company if we have someone who does not pay for an install or large project we can have that there accruing for the cost of possible legal fees. We have never charged that to a single client. Even when clients have a bad financial issue we talk with them and create a payment plan with them, no interest accrues or charges are applied, no applying for a loan or credit pulled because we try to help our clients and do have an understanding that those things do happen.

  I also apologize for not having an estimate provided to you. I am unsure at this time why our team did not get that back to you and will be investigating it so that this does not happen in the future to other clients or yourself should you choose to give us another opportunity in the future. We had some staff changes recently as some were not working out, and were not providing the service we expect for our clients. We have hired new staff members and we all share a common goal and stronger work ethic. I have attached the updated invoice showing that no balance is due. I appreciate the opportunity you gave us and sorry to hear we did not follow through on our promise. Please let me know if there is anything else that I can assist you with or clarify.

  Resepectully,

  *************************

  Customer Answer

  Date: 11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me, although the typical "Spam" line is an old and rarely truthful response.