Complaints

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• Initial Complaint

  Date:05/04/2025

  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.

  On 4/23/25 Ladd came out to service my air conditioner. They charged $544.93. We joined a service plan with Ladd which was included in the $544..93. We were told we needed an evaporator coil. On 5/2/25 Ladd came back out to put the coil on. The Ladd person said the coil was no charge, but labor was $818.57. I said that is ridiculous. The charge was told to me after the work was done. The man said he had been here 3 hours. Ladd person was only here maybe 46 minutes. I called Ladd’s Office and spoke with someone. The lady said,”we do not charge by the hour. We charge a flat fee and $818.57 was correct.” I have never known labor to be this high! Ladd was originally called out to service the air conditioner. My complaint is the price of the labor being too high! I paid the money because the Ladd person put the evaporator coil on. I believe I was price gouged!

  Business Response

  Date: 05/05/2025

  On 4/23/25 ****** ***** contacted our office to schedule a one time cooling tuneup. Our technician arrived on site and commenced with the tuneup. When it was determined that the system was low on refrigerant, the technician recommended that the customer start our maintenance plan that covered that day's tuneup, as well as the heating tuneup in the fall and provided them with a 15% discount on any additional repairs (including the suggested leak search) that might be needed. The customer agreed and we continued with the service, and performed the suggested leak search on the cooling system, as it was still under manufacturer's part warranty. The technician determined that there was a leak in the evaporator coil and needed to be replaced. They confirmed availability of the evaporator coil from the manufacturer and verbally quoted the customer the flat rate book price for labor on an evaporator coil replacement and allowed for the maintenance plan discount. *** ***** agreed to replacing the coil and it was scheduled with the office for May 2nd. 

  On May 2nd, the technician arrived at the customer's home at 8:16am (per our gps enabled software) and was allowed access to the home by *** *****. Technician proceeded to replace the evaporator coil per the verbal proposal. During this time, *** ***** had "business to attend to" and left the home when his wife, ***** arrived. At 11:28am, the technician completed the service and requested payment in the amount of $818.57 (Flat rate repair price of $963.02 less customer discount $144.45). **** ***** expressed her displeasure at the cost of the repair with the technician and he passed that info along to the office. A few minutes after the tech left the home (with payment), **** ***** called into the office and proceeded to express her displeasure with our office personnel. She complained that she was charged for 3hrs of labor but that the tech was only there for 45 minutes. The office person explained that the tech had been there 3.2 hours and that it was impossible to replace an evaporator coil to working operation in 45 minutes. *** ***** went on to say that *** ***** was the one that approved the repair, and then he left her to pay for it. She expressed that because it was the first of the month and she had bills to pay that this left them in a bind and that *** ***** would be calling. 

  *** ***** called a few minutes later and spoke with the same office person. He expressed that he should not have had to pay more than $100 for the refrigerant or the installation of the coil. The office member reminded him that he had been quoted for the repair, and had approved it several days prior to us making the repair. The customer was offered the option of us coming back out to the home and removing the coil and refunding the $818.57 that was paid that day. *** ***** agreed and the phone call ended. An installer was routed to the home to remove the part-warranted evaporator coil. Less than 15 minutes later, *** ***** called back and said never mind, that we'd already installed it and they may as well just leave it. That was the last correspondence with either homeowner.