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:08/22/2022

  Type:Customer Service 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.

  On 4/16/22, a tech (*************************) from Quality Home HVAC came to my home to determine why our outside AC unit wasnt working. The unit was making a humming noise and the fan wasnt turning. ***** checked a few things and had went out to his vehicle a few times. He then informed me the problem was a bad capacitor and he already replaced it without asking me and didnt tell me the total cost to fix this (until he had already replaced the capacitor). He then told me it would be $400 which I thought was too high. He was at the house for an hour. Based on what he fixed I would have paid around $200. I feel ripped off since I didnt give him permission to replace the part and he had not informed me what the total cost would be until after he replaced the the capacitor. I paid the $400 but wasnt happy about it. On the invoice he was just going to list Repair AC but I asked him to add more details about the repair with a breakdown of labor and price for parts but he just added Repair AC Capacitor Replacement. All he did was replace the capacitor and no other work was done. I called their office after he left and explained my frustration. I was told a manager would call me back. Later that day on 8/16 I called the office again since I didnt hear back from a manager. I then called the office again on 8/17 and informed them that ** still waiting to hear from a manager. I was told I would hear from a manager ****. As of 8/22, I still havent heard back from a manger after calling their office 3 times. I called ************. I dont appreciate the lack of professionalism, concern, and follow up regarding this issue as this is poor customer service. The way their tech handled this should also not be the way they conduct their business by not discussing what needed to be fixed and the total cost prior to completing any work along with getting the customers permission to complete the work needed. Any assistance with this issue would be appreciatedthank you.

  Business Response

  Date: 10/06/2022

  Hi ***, 

   

  We have reviewed your complaint and we would like to say we are sorry for the way you feel about the pricing. Unfortunately with rising gas prices and the wholesale houses raising their prices month over month, our two hour minimum has increased in order for us to stay in business. I am very glad ***** was able to repair your system for you within the two hour time frame that we had allotted for your service call. As far as us reaching out to you in a timely manner goes, I absolutely appreciate the feedback on this and can agree with you in terms of our response time. We have recently partnered with a receptionist service and are still working out the kinks on our backend. I will share this message with them and have a team meeting so that this does not affect any of our other clients in the future. I did however, want to respond to you personally here and let you know that we have looked at your complaint and wanted to let you know that we hear your concerns. According to our records it looks like you signed the approval for the work to be completed. I have uploaded the signature that you provided to this response just to share some clarity on the subject. We value your business and appreciate the feedback from this report. Thank you so much for taking the time to bring this to our attention to help our company grow. 

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 17753780
  
  I am rejecting this response because:

  
  

  I was NEVER informed of a two hour minimum or provided any pricing information prior to any work being done.  I asked about pricing when I made the appointment and I was informed the tech would give me pricing information. Why can't this be a transparent process and provide the customer the information they need such as there being a two hour minimum - this is the first I heard of this policy. ***** wasn't even at the house for two hours. He arrived a little before 9am and was done by 10am. I shouldn't have been put in this position to being with. ***** took it upon himself to replace the capacitor before giving me any pricing information and getting my approval to move forward with any work which is unprofessional. He informed me what the problem was and then proceeded to tell me that he had already replaced it so should I have asked him to remove it? I should have been informed of the full pricing prior to this being replaced and then I could have decided to wait to have it fixed at another time and to also give me the opportunity to compare pricing with other companies. The $400 was overpriced based on talking with other companies. I figured the cost would be maybe $150-$200. I did go ahead and sign for the work being done but I wasn't comfortable with how the whole process took place so I called your office soon after he left and then called two more times with no response from anyone.  I felt that I was taken advantage of and had I been given a price of $400 PRIOR to the work being done in order to give me the OPPORTUNITY to decline, I would NOT have agreed since I knew this was too expensive but I wasn't given the chance. This is not the way to do business - how would you feel if this happened to you? I have never had someone done work on our house without being given any pricing information and my approval prior to having the work completed. I find it interesting that you blame your receptionist service about the response time as when I made the appointment all of that information was done correctly/promptly but getting messages to a manager/owner seems to be a problem? I was also informed by the BBB that your response time was slow with them. I was a previous customer with your business and to be treated in this manner is beyond frustrating. I have never submitted a complaint to the BBB so I don't take this issue matter lightly but this process and your way of doing business has been unprofessional. I called your office three different times after this happened and yet there was no follow up by your office to discuss this further and I don't get a response until I contact the BBB. I don't think it's unreasonable to request a price adjustment based on all of the information I have provided as I would like to get this complaint resolved.

  
  

  Thank you,

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