Complaints

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• Initial Complaint

  Date:04/22/2024

  Type:Billing 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.

  Date of service:04/17/2024
  Invoice #: *****
  Issue: The service technician completed the service call regarding my air conditioning not cooling. I was contacted by the company through my home warranty. The technician said he replaced the filter but not with the correct size filter which would need to be replaced in 1 week. There was no explanation/expectation that there was going to be a charge for it at all. I called the company on 4/22/24 and spoke with the owner who was understanding. She said they were legally required to change it. My issue is that I was not told there would be a charge especially if it was not the correct one. I would like the $10 removed from my invoice or a copy of the contract that states they are legally required to replace a filter.

  Business Response

  Date: 04/22/2024

  This address is registered to a different person through a home warranty company than the person filing the complaint.  We are a contracted contractor through the home warranty company and was dispatched to the property mentioned for a AC not cooling.  Upon arrival the technician found that the AC on the property had an extremely dirty outdoor unit, a filter  that was completely plugged up, which is shown in my attached picture to my response, and was low on refrigerant.  Per the request sent from the home warranty and our contract, we are to diagnose and fix the issues that are causing the unit to not properly work.  Our technician cleaned the outdoor unit, added refrigerant and then removed the filter pictured due to it being completely plugged up.  When a filter is in the condition pictured it does not allow the air to flow through the unit as it is designed.  Our technician placed a filter that was the same width and depth of filter per manufacturer specs, it was just a 1 inch filter not a 4 inch.  The difference from a 1 inch filter to a 4 inch filter is, 1 inch filters are supposed to be changed every 30 days and 4 inch filters are to be changed every 6 months.  Since our technician did not have a 4 inch available and the homeowner did not have a replacement, he placed a 1 inch filter to allow the homeowner time to purchase a 4 inch.  If a filter is left out of a unit then it could cause damage to the overall unit, therefore it is not recommended to ever leave a filter out of a unit and could be a liability to us as a company. Also had he placed the plugged up filter back into the unit, there is a huge fire risk due to the condition.  

  The home warranty company does not cover the cost of the filter and any uncovered cost then goes to the homeowner.  We have reached  out to the home warranty company and they have said that the homeowner is responsible for the $10 as the filter had to be changed because of its condition.  We reached out to the home warranty and per them the members will need to pay out of pocket to the vendors for work that is not protected by the coverages through the home warranty company. 

  
  

  Customer Answer

  Date: 04/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the technician did not even ask if I had a replacement filter that could have been used instead of him replacing it. The technician not set any expectations that there would be a charge for the replacement filter. The company says it is legally required to change the filter. Where is the documentation that is legally required? If this would have been explained or if the technician would have asked if there was a replacement this would have been acceptable. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 04/23/2024

  Per the claimant when she contacted our office about the filter charge she stated that she would still have to purchase the 4 inch filter to replace the 1 inch filter, therefore there was not a replacement on site for us to change. Furthermore nothing was mentioned to the technician about the homeowner having a replacement on site for him to place.  Per the home warranty contract we are required to fix the issues present when we are dispatched to the property, that is what we did.  If the technician would not have placed the completely plugged  filter and issues came about then legal action could have been taken by the homeowner against our company or even worse had the filter being that plugged up caught fire we the contractor could have been liable for the damages.  Again the filter pictured was not able to be placed back due to its condition.  

  Customer Answer

  Date: 04/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told it was legally required to replace the filter. Where is the documentation?
  
  
  
  Sincerely,
  
  
  
  ******** ******