Complaints

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• Initial Complaint

  Date:06/20/2024

  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.

  Had AC serviced on 6/13 and was charged 310. When I asked the tech about my system warranty (10 years) he said it was out of warranty. I called and the office told me they would call back when the tech brought in the check. When I was called they said they would give me 60 bucks back. We discussed what I was charged for and they gave me a bunch of fees including a processing fee and said that was all I get back. I feel they were dishonest and did not in fact represent the warranty or what I was charged at the time of transaction to take advantage. Also when the Manager on the phone was pressed with the fact the tech didn't lookup the warranty, instead of asking for my serial number she told me I called her tech a liar and then she started yelling at me on the phone. I called back a few minutes later to straighten it out and she said call somewhere else. My business, my money and my equipment was with them and installed by them. As of 6/20 I don't see the check as cashed and I plan to stop payment on my check.

  Business Response

  Date: 06/20/2024

  The customer was called by our accounting department to let them know that the warranty claim was accepted so the charge for the part was credited but there was a warranty processing fee from the manufacturer and that we would refund the difference.  The customer told accounting that he should not have been charged any charges for labor or diagnosis.  He then refused to listen to her explain how warranty works on his 2017 model unit.  Once he started yelling at our accounting department, he was transferred to service department.  When the service manager answered, she tried to explain the same thing and he refused to quit yelling and listen to any explanation.  With all three employees listening to him yell at us and call us liars and crooks, we determined that there was no way to talk to this individual nor get him to listen to any explanation, nor did we feel that we deserved to be spoken to in the manor he was, so we terminated the phone call and chose to return his complete payment and not service this individual for any future issues.  I do not want to put any of my service technicians in a situation that they have to deal with an individual who treats people in this manner.

  Customer Answer

  Date: 06/20/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21876971, and find that this resolution is satisfactory to me.

  I would like the record to be noted in this file, I did not yell or get loud with the billing agent as stated.  I did raise my voice with the service department manager when she 

  A. started yelling at me

  B. refused to let me speak

  C. continued to insist my system is not under warranty according to her records after I printed them out

  D. refused to stop talking and talking over me for me to read my serial number off the unit.  

  I also had her on speaker, had a 2nd person in the room who would attest to her terrible behavior on the phone and her lack of ability to let the customer speak.  
  

  I also want to note, the technician, Linton was super and I would never treat him poorly as he has been in my home twice for repairs and did an excellent job.  He deserves commendation for great work and I must apologize if he was told I called him a liar, which I did not, or a crook, which I did not.  

  Additionally, if the owner is fortunate enough to read my response, I feel that every individual who spoke to me prior to the agent from service was friendly, professional and courteous.  
  

  The service agent was rude, accusatory, and said "You called my tech a liar!" quoting directly her words and not mine. I initially asked the first lady I spoke with for a list of charges or to explain the charges outside the warranty.  I did say I felt some of them to be a bit excessive or bloated beyond what I considered normal service.  

  Also for this to end so poorly, I just paid this company for a regular service visit in April. I trust the company and the tech.  I am uncertain who the female was in service but her behavior, action, tone, and responses to me were what caused me, in kind to her, to raise my voice. 

  I do not feel as if I have threatened anyone in such a fashion for them to essentially say they are putting a tech in harms way by sending them out, but I will make sure I share this story with any and all who I encounter as well as the manufacturer they represent as I have, until this point, been a loyal and cash paying customer.  

  Sincerely,
  
  
  
  Byron ********