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:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

   
  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,
  
  Oh ****oice through the email from ******. The amount of the invoice startled me. I had to pay $430. So, I called the company and talked to ****** about the charges.She said it was calculated by their **** The tech started driving at 6:56 am. Arrived onsite at 8:19 am. Relocated his van a couple of times for roof access and getting tools. He left at 9:45 am according to the **** They charged by the half hour.I explained to her he only stayed on the roof less than 1hr as I remember. He did look at the units and took the picture to show us, but she said he did more than just look at the unit and did troubleshooting to get an accurate diagnosis. However, the conclusion was the compressor wire was burnt. I do not agree that the tech took 1hr 20min to get diagnosis. He only said to me your compressor wire was burnt and that is the reason why it did not work.The other one that makes me frustrated is their commute hours are all included in the labor fee. I had an appointment at 10 Am but have charged me for rush hour. Normal time is about 30 minutes to come to our store, but they spent about 1hr 25min on road during rush hour. I was charged for rush hour which does not make any sense. ****** said, if they charged per what the normal time is, they would not be in business.And they charged truck maintenance $50 plus 3hr labor $375 ($125 per hr.) and surcharge $5 and tax 8%I owed them a total of $430. They did not repair anything it was just to conclude the wires were burnt. He just looked for the spot to figure out the problem.I told her why I should pay for rush hour as labor fee and the tech did not stay on the roof that long more than 1hr. but she kept saying their GPS was tracking that way and she could give me 50-dollar truck maintenance fee discounts. I still couldn't accept their unfair charges so I told her I would file a complaint. She said you already received a discount on my bill that covers truck maintenance. I have no problem answering any questions regarding this.My question is whether it is legal for them to charge whole traffic hour as labor fee and plus truck maintenance and their all-labor charge is calculated by their own GPS which I cannot agree with. According to their GPS, which was emailed to me later, the tech spent time at our store 1hr. (50 min on the roof top and 10min for conversation with us for the conclusion) Total hours were less than 2hr 30min. It was not 3hr.I am leaving a complaint so they can stop their scamming behavior to small businesses people like me who suffer from many things in these difficult times, and I want them to give me a refund for excessive labor fee instead of 50 dollars truck maintenance discount.

  

  Business Response

  Date: 09/15/2023

        I do agree with the customer that 30 minutes is reasonable amount of time to travel to her location. I do believe that the time we charged for was excessively billed to them in error as this technician lives clear up at the north end of the Denver ***** area in ******** and it would have legitimately taken him around that amount of time to travel to the south end of the ***** area but that time should not be the customers burden. We should have taken that in to consideration when we sent this customer their invoice. The customer has state that the technician was onsite for an hour with a 10 minute conversation and we will use the 30 minutes of travel time. This total is 1 hour and 40 mins. Our billing is in 30 minute intervals. If the time passes a thirty minute interval it is rounded up to the next 30 minute period so we should have invoiced them for 2 hours of time and $50.00 truck charge. The customer has stated that they do not want the truck charge discount and they want the labor discount so below is what we will re-invoice for and send her a refund for. I included the additional invoice that she had paid on prior work and she had no problem paying for travel time or the truck charge at the time of the service.

   

  2 hours labor at $125.00 = $250.00

  Truck Charge $50.00

  Surcharge: $5.00

   

  Recalculated total of the invoice $305.00

   

  They have paid $380.00

   

  WE WILL SEND A REFUND CHECK OF $75.00

   

   

   

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

  General Manager and Service Manager

  Avalanche Mechanical

  Customer Answer

  Date: 10/09/2023

  Hi

  We didn't receive refund from Avalanche heating and air-conditioning company.

  They said I will get refunded but I still didn't get it.

  

  Business Response

  Date: 10/10/2023

  my office has said they did send a check. see attached. 

  Customer Answer

  Date: 10/23/2023

  I still  didn't get the refund from the Avalanche heating and air-conditioning company. 

  It is so frustrating. 

  

  Business Response

  Date: 10/24/2023

  I sent out an email to my office to confirm it was cut and sent. They still claim it has so at this point I had them cancel payment of the first sent check and I will hand deliver the new check whatever date works for them.