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:08/13/2022

  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.

  A 10 year warranty was purchased for a central air conditioning unit from Koch in 2015, The air conditioning unit broke down so I called to check on the warranty. I was specifically told that the only charge would be labor so I agreed to the service. When the service technician came out to serve the unit he was there no more than 15 minutes and charged me an outstanding fee as well as a diagnostic fee that was not agreed upon during the phone conversation with the company. After I have called an left multiple message for the magian ro return my call I have yet to receive a call back.

  Business Response

  Date: 08/15/2022

  The unit was under warranty,we didnt charge for the part the labor was not under warranty and refrigerant is not under warranty. I dont understand the complaint and this is the first ive heard of this.they can call me **** at the office # anytime. But as i stated the part was covered not the labaor.Thank you

  Customer Answer

  Date: 08/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am requesting to pay for 15 minutes of labor and reimbursement for the diagnostic fee I was charged as that was not in the verbal agreement. Please note that I have left multiple messages with the receptionist for a call back.

  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 08/17/2022

  I am sorry about the troubles you have had, I myself left a message after the day we were out there.I had no response.The home i believe is registered to your wifes mother i believe and neither of the folks i talked to.We went ahead and honored the warranty.I have a newrer secretary and when she looked up the customer and the notes in the computer said DO NOT SERVICE REFUSED TO PAY A PREVIOUS BILL. Werent aware of that until after **** went to call.As for 15 minutes of labor it took **** 10 years of learning to be able to get that done in a quick manner.So i am not returning any money and thank you.

  Customer Answer

  Date: 08/17/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ****** *******

  I Don't know what you are talking about bill not paid but, if you wasn't suppose to service then why did you service me ? and was this the reason we were over charged.Only offer I will accept is a full refund retaliation against customer by over charge is the impression I'm getting now I paid you for the services I was over charged I need a refund .