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Business Profile

Heating and Air Conditioning

Crawley Heating & Cooling, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/21/2022

    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.
    I phoned and asked if Crawley regularly serviced Scottsburg, In ..They advised that they did regularly service Scottsburg & I asked for a service call for my Trane gas furnace as the gas valve was leaking .Previous to the Crawley tech arriving at my home, A *** **** *** co inspector had checked the furnace and confirmed the leak and Red Tagged the furnace as out of service .The tech worked about 15 minute and completed work by saying ''that will be $80 and you won't have to pay another service call when another tech returns with a new valve"". I DID NOT GET A COPY OF $80 invoice but in good busn faith, I paid the $80 with my ccard. After a four day no heat outage, another tech came to my house and worked 68 minutes to exchange the two valves ( actual work time was confirmed by me and tech.)When the tech finished his work he said" 'that will be $368 !".I strongly stated " that can't be right as you only worked 68 minutes....your labor rate can not be $368 per hour!" Then he wrote out my check ( I signed it) as I am 78 yrs disabled old man with crippled fingers and can not write." He then said " I am sorry the bill is so high but I don't have any thing to do with figures"" and then exited my property....Very quickly I, realized that I had just paid $440 for the labor to exchange two gas valves ( 68 minutes!) ....and I did not get a paid receipt for any of the work that was done...I did not pay any valve cost as it was under a Trane 10yr warranty. I made the two payments ( $68 & $368) , in good faith with out paid receipts..(I made the two payment as Madison is my hometown and I thought everyone was honest in ******* *****.??? I had expected Crawley mgt to correct the $440 to about a more reasonable TOTAL CHARGE OF $ 334 (consisting of one $80 service call charge,+$50 analysis work charge+ $204 for valve exchange work) which was actually to be "An estimate "only....(The first tech "guessed " it would be two hour job as" a lot of stuff has to b e taken off" ...WRONG

    Business Response

    Date: 11/22/2022

    To Whom it may concern.

    In response to Mr *******’s accusations, Mr. ******* did contact my office about a problem with his furnace. He informed us that his friend from the gas company had diagnosed a leaking valve. In kind, we informed him that we would be glad to send someone out to confirm this diagnosis and that our service call fee in his area was $80. After arriving, the technician did confirm that the gas valve was leaking. He then informed Mr. ******* that our office would check on part warranty and availability and quote a cost to repair. He then collected the agreed upon service call. After receiving all information from the technician, our office verified the part warranty, located an available part, and quoted a repair cost. Our office then contacted Mr. ******* both by phone and email with not only a verbal but written quote of the repair. Mr. ******* then approved the repair and the part was ordered. After we received the part, we called Mr. ******* to schedule the work. After our technician finished installing the part and further tested the system, he presented Mr. ******* the bill that he had already agreed upon. At this time, Mr. ******* began to complain that the bill was too much.


    Our pricing is based on national estimations of time to complete a task. If the repair had taken longer there would not have been any extra cost. This is known as flat rate pricing and is done in most HVAC companies today. I do not believe Mr. ******* has a valid complaint because he agreed to the price for the work to be completed.

    Customer Answer

    Date: 11/22/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    but it 




    ****** I agree with what has been said, but it was my understanding that the price was a estimate and would be finalized later after the job was completed. The estimate was way out of line of charging $440 and a settlement would be a refund to me. By anal analyzing the $440 the breakdown would be the $80 paid for service leaving the rest of it is labor. By the way, I have never received an invoice. Even though. I paid over priced charges as a tech and timed the actual work to replace the valve was 68 minutes minutes. That equates to paying a reasonable $50 four of the analysis $80 for the service call in freight charges. Leaving the remainder of the $440. Charges as labor oh $300 plus charges per hour of labor which is ridiculous. And since it was an estimate it needs to be re-calculated to a more reasonable charge of approximate $200 per hour. I will pay the more reasonable tot total charge of $340 which is even too much for 68 minutes of actual labor time. Crowley needs to immediately issue a correcte corrected corrected invoice totaling $340 rather than 440 dollars. Oh strongly and urgently reject the $440 payment, which I made to avoid an argument with the tech. I had hoped that the outlandish. $440 estimate could be corrected to a more reasonable charge. A $100 refund to me we resolved the issue.

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