Complaints

This profile includes complaints for Hagerstown Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hagerstown Heating & Cooling has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hagerstown Heating & Cooling

  511 East Franklin St Hagerstown, MD 21740

• 

  Hagerstown Heating & Cooling

  1280 Wesel BLVD Ste D Hagerstown, MD 21740

• 

  Hagerstown Heating & Cooling

  511 East Franklin St Hagerstown, MD 21740

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:06/14/2024

  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.

  We were scheduled for prepaid $156 routine maintenance check 5/3/24. Tech ******* came out. Hooked up gauge to a/c unit. Stated "no's jumping all over the place, meaning we had a "possible leak". Put dye in system, stated co. would be back 6/3/24. Requested tech named "****", which co. stated that is who would be coming out. 5/3/2024, we were charged $1119.63 on top of prepay! We paid by ******** and put a billing dispute on charge as felt it was way too much money and they were upselling! Spoke with acting manager "****" who promised **** would be coming out on 6/3/24. I called the office who confirmed **** was the tech who was to be coming out 6/3/24. I got the following email from Hagerstown Heating and Cooling

  Customer Answer

  Date: 06/18/2024

  From : *************************************************************
  To : "dwallech"< *****************************>
  Date : Fri, 24 May 2024 16:59:33 -0400
  Subject : Re: Phone Call Follow-up
  
  Good morning Mrs. ***************** believe this entire matter is based on a misunderstanding of A working system. Though your system seems to be working you do in fact have a leak. Allow me to explain in further detail.
  
  A system can be low on refrigerant and still give the perception of Working Fine. Heres how it works. Your unit has the ability to provide cooling up to 95 degrees. Back when *** provided a proper inspection of your system, he noted that your SuperHeat was too high (14F) and your Subcooling was too low(1F). This information is documented in your work order for reference. As we havent reached a full heat wave, yet, the system can still keep up with your cooling needs. At this point, Im wondering if *** didnt pick up on the system being low and your system iced over on the first 90 degree week, if you would have accepted all the charges with open arms?? Just a thought. Back to the refrigerant readings, a simple ****** search will tell, even the most novice person, that this is a guaranteed indication of a system that is low on charge. This is all a part of the Tune Up our highly trained professionals go through to be proficient in doing proper Preventative Maintenance. All to ensure the life and protection of your heating and cooling unit. 
  
  
  To the next point.I cant speak of ***** behavior that produced the Mistrust. Maybe it started because **** wasnt dispatched out to your home? Possible? Maybe *** was never going to measure up, in your eyes. Possible? Not sure what you experienced with letting the Freon out of the gauges or from the tank. But when adding refrigerant into someones system, the hoses must be Purged to eliminate cross contamination. The law is very explicit when it states a De minimis' release of refrigerant. A very common practice. This being said, your accusations are based on misinformation and are directed in a fashion that can be misconstrued as a form of Slander and/or Extortion in a Maryland Court system.
  
  In summary, your system has a leak and I would share this information with the next heating and cooling company you will be using.
  
  Lastly, when I was asked to lead the company, I chose to accept because of the honesty, integrity, empathy, and servant attitude the team shows every day. I am very proud to represent them and will defend them in the face of customers that choose to trust the internet and their research instead of highly trained professionals. Our mission statement is driven around protecting customers from other contractors and ******. If they are wrong, our technicians have zero worries of coming to management and saying so. We simply make things right, train, and move on. The threats of the Better Business Bureau or ************ Slander will not waiver Hagerstown Heating and Cooling on its standing on this subject. We will NOT be sending **** out to your home on June 3rd and will be refunding your repair(Approved by ****). We believe without a shadow of a doubt we execute the BEST experience a customer can have, in the TriState area. An ill-informed, accusatory and combative customer is definitely not worth salvaging.
  
  Allow 1-2 weeks to receive a reimbursement check in the mail (Approved by ****).
  
  Cordially yours,
  
  **** *********
  General Manager
  
  On Thu, May 23, 2024 at 1:41?PM dwallech <*****************************> wrote:
  
  Good afternoon ****, 
  
       We did not have any issues before ***** came and do not nor should we have  he type of experience we expect nor have we had from Hagerstown Heating and Cooling prior to this service call with *****.
  
       I knew something was amiss shortly after ***** arrived as he was up in the attic and then out back to the a/c unit, then back up to the attic then back out to the a/c unit. He hooked up his gauge to the a/c unit and then said his gauge numbers were "jumping all over the place", which he stated "meant we had a possible leak". He went back out to the company truck to get the R22 (Freon) and took it out back to the a/c unit but was spraying R22 (Freon) out into the air which you stated should not be done, but he did it out over the top and away from the a/c unit for a little while towards the easement at the back of our home. I went everywhere ***** went as I knew that something was not right, especially when he said numbers were jumping all over the place and we "might have a possible leak". He looked at the a/c unit and said it was a 2007 unit. We had this unit installed by Hagerstown Heating and Cooling in 2018. I even went up into the attic as well when he was up there. 
      I will turn ****** company Hagerstown Heating and Cooling in to the Better Business Bureau for upselling as this is what this is and nothing less.           My husband and I will NOT tolerate this whatsoever. We were promised by **** that **** was the ONLY tech that would be doing anything with the air handler. 
  
      **** knows as to the why we ended up getting a whole new a/c unit and system back in July of 2018. We know a lot about **** and Hagerstown Heating and Cooling and you have been here "lets say as of the first of last month a month as acting general manager" you said per our previous conversation.
  
       I am going to tell you I want a regular maintenance check up when **** comes out the way it should be done for the $156.00 we paid for ahead of time and the money that was charged to our Discover card refunded back to our Discover card as the whole amount is on a billing dispute as soon as it posted to our account or I will turn Hagerstown Heating and Cooling in to the Better Business Bureau. There will NOT be a visit fee as we discussed previously NOR will there be any other additional fees because there should not have been any in the first place for a "possible leak".
  
       You do NOT want us to plaster bad business practices of Hagerstown Heating and Cooling all over the internet as good news travels fast but bad news travels faster. **** knows I did this with another company and the reasoning behind it. 
  
       We want the full amount of the money returned to our Discover Card for $1119.63 as we already paid $156.00 ahead of time for the maintenance service call for the a/c for this year. 
  
       Sincerely, 
  
       ******* K *******
  
       
  
               
  
       
  
  
  
  
  
  
  
  
  
  ---- On Thu, 23 May 2024 12:39:05 -0400 **** ********* <*************************************************************> wrote ---
  
  
  
  Mrs. ***************** hope that you and your husband are doing well. I wanted to touch base and let you know that we still have you on the schedule for 6/3/24 with a 9am-11am appointment. 
  
  We value our relationships with our customers and their comfort. Have you had any issues since we last spoke?
  
  
  
  
  
  On Tue, May 7, 2024 at 1:46?PM dwallech <*****************************> wrote:
  
  
  
  
  
  
  
  --
  
  **** *********
  
  General Manager 
  
  ************
  
  
  
  
  
  
  
  You are quite welcome!
  
  
  
  
  
  
  
  ---- On Tue, 07 May 2024 13:45:12 -0400 **** ********* <*************************************************************> wrote ---
  
  
  
  Thank you for the clarification. 
  
  
  
  On Tue, May 7, 2024 at 1:42?PM dwallech <*****************************> wrote:
  
  
  
  
  
  Good afternoon, 
  
       I am not sure you understand there is a stop payment on the full amount of the charge yesterday until this matter is resolved as I explained on the phone this morning, not just "for the incurred cost of adding Freon R410 along with dye in order to locate the possible leak" as I explained in our conversation this morning.     
  
       Sincerely, 
  
       ******* K *******
  
  
  
  
  
  
  
  ---- On Tue, 07 May 2024 13:29:45 -0400 **** ********* <*************************************************************> wrote ---
  
  
  
  Mrs. *******,
  
  
  
  I wanted to reach out to echo the phone conversation from earlier. You have concerns over the findings yesterday, 5/6/2024,by the Technician. To summarize the issues are as follows:
  
  
  
  - **** was not the technician
  
  - Questions about there being a refrigerant leak found- causes
  
  - Questions about the procedures for finding a leak
  
  - Overall cost of finding the leak any potential future costs
  
  - Previous interaction last year with the company makes you question the company's integrity
  
  
  
  You've put a stop payment in place for the incurred cost of adding Freon R410 along with dye in order to locate the possible leak. 
  
  
  
  
  
  Agreed upon plan moving forward is for ONLY Technician **** to return on 6/3/2024 between 9am-11am, in order to follow up to confirm leak and possible location. This will be an approx. 30 minute appointment where the findings will be reported back to myself, for further updates and steps to resolve findings. Contact will ONLY be made via email, at which time you will call in to speak with me.
  
  
  
  Respectfully,
  
  **** *********
  
  General Manager 
  
  
  
  
  
  
  
  
  
  
  
  
  --
  **** *********
  General Manager 
  ************
  
  
  

  Customer Answer

  Date: 06/18/2024

  I uploaded the file containing emails between myself and **** from Hagerstown Heating and Cooling, wishing to resolve this issue whereas we are seeking the $1119.63 we were charged which **** stated **** had approved (**** is the owner of Hagerstown Heating and Cooling) and stated we would receive the entire amount of $1119.63 in the form of a check in one to two weeks which has not occurred to date. 

  Sincerely, 

  ******* K *******

  Customer Answer

  Date: 06/18/2024

  Good afternoon, these were the emails we received and nothing since then and no check as well as no further information from Hagerstown Heating and Cooling. These are the last emails to date: 

  From : *************************************************************
  To : "dwallech"< *****************************>
  Date : Fri, 24 May 2024 16:59:33 -0400
  Subject : Re: Phone Call Follow-up
  
  Good morning Mrs. ***************** believe this entire matter is based on a misunderstanding of A working system. Though your system seems to be working you do in fact have a leak. Allow me to explain in further detail.
  
  A system can be low on refrigerant and still give the perception of Working Fine. Heres how it works. Your unit has the ability to provide cooling up to 95 degrees. Back when *** provided a proper inspection of your system, he noted that your SuperHeat was too high (14F) and your Subcooling was too low(1F). This information is documented in your work order for reference. As we havent reached a full heat wave, yet, the system can still keep up with your cooling needs. At this point, Im wondering if *** didnt pick up on the system being low and your system iced over on the first 90 degree week, if you would have accepted all the charges with open arms?? Just a thought. Back to the refrigerant readings, a simple ****** search will tell, even the most novice person, that this is a guaranteed indication of a system that is low on charge. This is all a part of the Tune Up our highly trained professionals go through to be proficient in doing proper Preventative Maintenance. All to ensure the life and protection of your heating and cooling unit. 
  
  
  To the next point.I cant speak of ***** behavior that produced the Mistrust. Maybe it started because **** wasnt dispatched out to your home? Possible? Maybe *** was never going to measure up, in your eyes. Possible? Not sure what you experienced with letting the Freon out of the gauges or from the tank. But when adding refrigerant into someones system, the hoses must be Purged to eliminate cross contamination. The law is very explicit when it states a De minimis' release of refrigerant. A very common practice. This being said, your accusations are based on misinformation and are directed in a fashion that can be misconstrued as a form of Slander and/or Extortion in a Maryland Court system.
  
  In summary, your system has a leak and I would share this information with the next heating and cooling company you will be using.
  
  Lastly, when I was asked to lead the company, I chose to accept because of the honesty, integrity, empathy, and servant attitude the team shows every day. I am very proud to represent them and will defend them in the face of customers that choose to trust the internet and their research instead of highly trained professionals. Our mission statement is driven around protecting customers from other contractors and ******. If they are wrong, our technicians have zero worries of coming to management and saying so. We simply make things right, train, and move on. The threats of the Better Business Bureau or ************ Slander will not waiver Hagerstown Heating and Cooling on its standing on this subject. We will NOT be sending **** out to your home on June 3rd and will be refunding your repair(Approved by ****). We believe without a shadow of a doubt we execute the BEST experience a customer can have, in the TriState area. An ill-informed, accusatory and combative customer is definitely not worth salvaging.
  
  Allow 1-2 weeks to receive a reimbursement check in the mail (Approved by ****).
  
  Cordially yours,
  
  **** *********
  General Manager
  
  On Thu, May 23, 2024 at 1:41?PM dwallech <*****************************> wrote:
  
  Good afternoon ****, 
  
       We did not have any issues before ***** came and do not nor should we have  he type of experience we expect nor have we had from Hagerstown Heating and Cooling prior to this service call with *****.
  
       I knew something was amiss shortly after ***** arrived as he was up in the attic and then out back to the a/c unit, then back up to the attic then back out to the a/c unit. He hooked up his gauge to the a/c unit and then said his gauge numbers were "jumping all over the place", which he stated "meant we had a possible leak". He went back out to the company truck to get the R22 (Freon) and took it out back to the a/c unit but was spraying R22 (Freon) out into the air which you stated should not be done, but he did it out over the top and away from the a/c unit for a little while towards the easement at the back of our home. I went everywhere ***** went as I knew that something was not right, especially when he said numbers were jumping all over the place and we "might have a possible leak". He looked at the a/c unit and said it was a 2007 unit. We had this unit installed by Hagerstown Heating and Cooling in 2018. I even went up into the attic as well when he was up there. 
      I will turn ****** company Hagerstown Heating and Cooling in to the Better Business Bureau for upselling as this is what this is and nothing less.           My husband and I will NOT tolerate this whatsoever. We were promised by **** that **** was the ONLY tech that would be doing anything with the air handler. 
  
      **** knows as to the why we ended up getting a whole new a/c unit and system back in July of 2018. We know a lot about **** and Hagerstown Heating and Cooling and you have been here "lets say as of the first of last month a month as acting general manager" you said per our previous conversation.
  
       I am going to tell you I want a regular maintenance check up when **** comes out the way it should be done for the $156.00 we paid for ahead of time and the money that was charged to our Discover card refunded back to our Discover card as the whole amount is on a billing dispute as soon as it posted to our account or I will turn Hagerstown Heating and Cooling in to the Better Business Bureau. There will NOT be a visit fee as we discussed previously NOR will there be any other additional fees because there should not have been any in the first place for a "possible leak".
  
       You do NOT want us to plaster bad business practices of Hagerstown Heating and Cooling all over the internet as good news travels fast but bad news travels faster. **** knows I did this with another company and the reasoning behind it. 
  
       We want the full amount of the money returned to our Discover Card for $1119.63 as we already paid $156.00 ahead of time for the maintenance service call for the a/c for this year. 
  
       Sincerely, 
  
       ******* K *******
  
       
  
               
  
       
  
  
  
  
  
  
  
  
  
  ---- On Thu, 23 May 2024 12:39:05 -0400 **** ********* <*************************************************************> wrote ---
  
  
  
  Mrs. ***************** hope that you and your husband are doing well. I wanted to touch base and let you know that we still have you on the schedule for 6/3/24 with a 9am-11am appointment. 
  
  We value our relationships with our customers and their comfort. Have you had any issues since we last spoke?
  
  
  
  
  
  On Tue, May 7, 2024 at 1:46?PM dwallech <*****************************> wrote:
  
  
  
  
  
  
  
  --
  
  **** *********
  
  General Manager 
  
  ************
  
  
  
  
  
  
  
  You are quite welcome!
  
  
  
  
  
  
  
  ---- On Tue, 07 May 2024 13:45:12 -0400 **** ********* <*************************************************************> wrote ---
  
  
  
  Thank you for the clarification. 
  
  
  
  On Tue, May 7, 2024 at 1:42?PM dwallech <*****************************> wrote:
  
  
  
  
  
  Good afternoon, 
  
       I am not sure you understand there is a stop payment on the full amount of the charge yesterday until this matter is resolved as I explained on the phone this morning, not just "for the incurred cost of adding Freon R410 along with dye in order to locate the possible leak" as I explained in our conversation this morning.     
  
       Sincerely, 
  
       ******* K *******
  
  
  
  
  
  
  
  ---- On Tue, 07 May 2024 13:29:45 -0400 **** ********* <*************************************************************> wrote ---
  
  
  
  Mrs. *******,
  
  
  
  I wanted to reach out to echo the phone conversation from earlier. You have concerns over the findings yesterday, 5/6/2024,by the Technician. To summarize the issues are as follows:
  
  
  
  - **** was not the technician
  
  - Questions about there being a refrigerant leak found- causes
  
  - Questions about the procedures for finding a leak
  
  - Overall cost of finding the leak any potential future costs
  
  - Previous interaction last year with the company makes you question the company's integrity
  
  
  
  You've put a stop payment in place for the incurred cost of adding Freon R410 along with dye in order to locate the possible leak. 
  
  
  
  
  
  Agreed upon plan moving forward is for ONLY Technician **** to return on 6/3/2024 between 9am-11am, in order to follow up to confirm leak and possible location. This will be an approx. 30 minute appointment where the findings will be reported back to myself, for further updates and steps to resolve findings. Contact will ONLY be made via email, at which time you will call in to speak with me.
  
  
  
  Respectfully,
  
  **** *********
  
  General Manager 
  
  
  
  
  
  
  
  
  
  
  
  
  --
  **** *********
  General Manager 
  ************
  
  
  

  Customer Answer

  Date: 06/18/2024

  This is the last information we received from Hagerstown Heating and Cooling which was on May 24, 2024 as we have not received anything from them to try to resolve this issue in the form of any contact by phone, email, or through the mail in the form of a letter and/or the check for $1999.63 that it states in the following email on May 24, 2024 that we would have within one to two weeks from Hagerstown Heating and Cooling per ****, who is the owner of Hagerstown Heating and Cooling

  Re: Phone Call Follow-up
  
  
  *************************************************************
  
  
  FRI MAY 24 4:59 PMHAGHEATINGNCOOLING (ARCHIVED)
  
  
  dwallech
  
  
  Warning! Unverified sender. 
  The system could not verify if this email was sent by ******************************** Do not click any links or open any attachments, if any, in this email.
  Report SpamBlock the SenderTrust this sender
  
  Good morning Mrs. ***************** believe this entire matter is based on a misunderstanding of A working system. Though your system seems to be working you do in fact have a leak. Allow me to explain in further detail.
  
  A system can be low on refrigerant and still give the perception of Working Fine. Heres how it works. Your unit has the ability to provide cooling up to 95 degrees. Back when *** provided a proper inspection of your system, he noted that your SuperHeat was too high (14F) and your Subcooling was too low(1F). This information is documented in your work order for reference. As we havent reached a full heat wave, yet, the system can still keep up with your cooling needs. At this point, Im wondering if *** didnt pick up on the system being low and your system iced over on the first 90 degree week, if you would have accepted all the charges with open arms?? Just a thought. Back to the refrigerant readings, a simple ****** search will tell, even the most novice person, that this is a guaranteed indication of a system that is low on charge. This is all a part of the Tune Up our highly trained professionals go through to be proficient in doing proper Preventative Maintenance. All to ensure the life and protection of your heating and cooling unit. 
  
  
  To the next point.I cant speak of ***** behavior that produced the Mistrust. Maybe it started because **** wasnt dispatched out to your home? Possible? Maybe *** was never going to measure up, in your eyes. Possible? Not sure what you experienced with letting the Freon out of the gauges or from the tank. But when adding refrigerant into someones system, the hoses must be Purged to eliminate cross contamination. The law is very explicit when it states a De minimis' release of refrigerant. A very common practice. This being said, your accusations are based on misinformation and are directed in a fashion that can be misconstrued as a form of Slander and/or Extortion in a Maryland Court system.
  
  In summary, your system has a leak and I would share this information with the next heating and cooling company you will be using.
  
  Lastly, when I was asked to lead the company, I chose to accept because of the honesty, integrity, empathy, and servant attitude the team shows every day. I am very proud to represent them and will defend them in the face of customers that choose to trust the internet and their research instead of highly trained professionals. Our mission statement is driven around protecting customers from other contractors and ******. If they are wrong, our technicians have zero worries of coming to management and saying so. We simply make things right, train, and move on. The threats of the Better Business Bureau or ************ Slander will not waiver Hagerstown Heating and Cooling on its standing on this subject. We will NOT be sending **** out to your home on June 3rd and will be refunding your repair(Approved by ****). We believe without a shadow of a doubt we execute the BEST experience a customer can have, in the TriState area. An ill-informed, accusatory and combative customer is definitely not worth salvaging.
  
  Allow 1-2 weeks to receive a reimbursement check in the mail (Approved by ****).
  
  Cordially yours,
  
  **** *********
  General Manager
  
  On Thu, May 23, 2024 at 1:41?PM dwallech <*****************************> wrote:
  
  Good afternoon ****, 
  
       We did not have any issues before ***** came and do not nor should we have  he type of experience we expect nor have we had from Hagerstown Heating and Cooling prior to this service call with *****.
  
       I knew something was amiss shortly after ***** arrived as he was up in the attic and then out back to the a/c unit, then back up to the attic then back out to the a/c unit. He hooked up his gauge to the a/c unit and then said his gauge numbers were "jumping all over the place", which he stated "meant we had a possible leak". He went back out to the company truck to get the R22 (Freon) and took it out back to the a/c unit but was spraying R22 (Freon) out into the air which you stated should not be done, but he did it out over the top and away from the a/c unit for a little while towards the easement at the back of our home. I went everywhere ***** went as I knew that something was not right, especially when he said numbers were jumping all over the place and we "might have a possible leak". He looked at the a/c unit and said it was a 2007 unit. We had this unit installed by Hagerstown Heating and Cooling in 2018. I even went up into the attic as well when he was up there. 
      I will turn ****** company Hagerstown Heating and Cooling in to the Better Business Bureau for upselling as this is what this is and nothing less.           My husband and I will NOT tolerate this whatsoever. We were promised by **** that **** was the ONLY tech that would be doing anything with the air handler. 
  
      **** knows as to the why we ended up getting a whole new a/c unit and system back in July of 2018. We know a lot about **** and Hagerstown Heating and Cooling and you have been here "lets say as of the first of last month a month as acting general manager" you said per our previous conversation.
  
       I am going to tell you I want a regular maintenance check up when **** comes out the way it should be done for the $156.00 we paid for ahead of time and the money that was charged to our Discover card refunded back to our Discover card as the whole amount is on a billing dispute as soon as it posted to our account or I will turn Hagerstown Heating and Cooling in to the Better Business Bureau. There will NOT be a visit fee as we discussed previously NOR will there be any other additional fees because there should not have been any in the first place for a "possible leak".
  
       You do NOT want us to plaster bad business practices of Hagerstown Heating and Cooling all over the internet as good news travels fast but bad news travels faster. **** knows I did this with another company and the reasoning behind it. 
  
       We want the full amount of the money returned to our Discover Card for $1119.63 as we already paid $156.00 ahead of time for the maintenance service call for the a/c for this year. 
  
       Sincerely, 
  
       ******* K *******
  
       
  
               
  
       
  
  
  
  
  
  
  
  
  
  ---- On Thu, 23 May 2024 12:39:05 -0400 **** ********* <*************************************************************> wrote ---
  
  
  
  Mrs. ***************** hope that you and your husband are doing well. I wanted to touch base and let you know that we still have you on the schedule for 6/3/24 with a 9am-11am appointment. 
  
  We value our relationships with our customers and their comfort. Have you had any issues since we last spoke?
  
  
  
  
  
  On Tue, May 7, 2024 at 1:46?PM dwallech <*****************************> wrote:
  
  
  
  
  
  
  
  --
  
  **** *********
  
  General Manager 
  
  ************
  
  
  
  
  
  
  
  You are quite welcome!
  
  
  
  
  
  
  
  ---- On Tue, 07 May 2024 13:45:12 -0400 **** ********* <*************************************************************> wrote ---
  
  
  
  Thank you for the clarification. 
  
  
  
  On Tue, May 7, 2024 at 1:42?PM dwallech <*****************************> wrote:
  
  
  
  
  
  Good afternoon, 
  
       I am not sure you understand there is a stop payment on the full amount of the charge yesterday until this matter is resolved as I explained on the phone this morning, not just "for the incurred cost of adding Freon R410 along with dye in order to locate the possible leak" as I explained in our conversation this morning.     
  
       Sincerely, 
  
       ******* K *******
  
  
  
  
  
  
  
  ---- On Tue, 07 May 2024 13:29:45 -0400 **** ********* <*************************************************************> wrote ---
  
  
  
  Mrs. *******,
  
  
  
  I wanted to reach out to echo the phone conversation from earlier. You have concerns over the findings yesterday, 5/6/2024,by the Technician. To summarize the issues are as follows:
  
  
  
  - **** was not the technician
  
  - Questions about there being a refrigerant leak found- causes
  
  - Questions about the procedures for finding a leak
  
  - Overall cost of finding the leak any potential future costs
  
  - Previous interaction last year with the company makes you question the company's integrity
  
  
  
  You've put a stop payment in place for the incurred cost of adding Freon R410 along with dye in order to locate the possible leak. 
  
  
  
  
  
  Agreed upon plan moving forward is for ONLY Technician **** to return on 6/3/2024 between 9am-11am, in order to follow up to confirm leak and possible location. This will be an approx. 30 minute appointment where the findings will be reported back to myself, for further updates and steps to resolve findings. Contact will ONLY be made via email, at which time you will call in to speak with me.
  
  
  
  Respectfully,
  
  **** *********
  
  General Manager 
  
  
  
  
  
  
  
  
  
  
  
  
  --
  **** *********
  General Manager 
  ************
  
  
  

  Business Response

  Date: 06/18/2024

  Re: Phone Call Follow-up
  
  
  *************************************************************
  
  
  FRI MAY 24 4:59 PMHAGHEATINGNCOOLING (ARCHIVED)
  
  
  dwallech
  
  
  Warning! Unverified sender. 
  The system could not verify if this email was sent by ******************************** Do not click any links or open any attachments, if any, in this email.
  Report SpamBlock the SenderTrust this sender
  
  Good morning Mrs. ***************** believe this entire matter is based on a misunderstanding of A working system. Though your system seems to be working you do in fact have a leak. Allow me to explain in further detail.
  
  A system can be low on refrigerant and still give the perception of Working Fine. Heres how it works. Your unit has the ability to provide cooling up to 95 degrees. Back when *** provided a proper inspection of your system, he noted that your SuperHeat was too high (14F) and your Subcooling was too low(1F). This information is documented in your work order for reference. As we havent reached a full heat wave, yet, the system can still keep up with your cooling needs. At this point, Im wondering if *** didnt pick up on the system being low and your system iced over on the first 90 degree week, if you would have accepted all the charges with open arms?? Just a thought. Back to the refrigerant readings, a simple ****** search will tell, even the most novice person, that this is a guaranteed indication of a system that is low on charge. This is all a part of the Tune Up our highly trained professionals go through to be proficient in doing proper Preventative Maintenance. All to ensure the life and protection of your heating and cooling unit. 
  
  
  To the next point.I cant speak of ***** behavior that produced the Mistrust. Maybe it started because **** wasnt dispatched out to your home? Possible? Maybe *** was never going to measure up, in your eyes. Possible? Not sure what you experienced with letting the Freon out of the gauges or from the tank. But when adding refrigerant into someones system, the hoses must be Purged to eliminate cross contamination. The law is very explicit when it states a De minimis' release of refrigerant. A very common practice. This being said, your accusations are based on misinformation and are directed in a fashion that can be misconstrued as a form of Slander and/or Extortion in a Maryland Court system.
  
  In summary, your system has a leak and I would share this information with the next heating and cooling company you will be using.
  
  Lastly, when I was asked to lead the company, I chose to accept because of the honesty, integrity, empathy, and servant attitude the team shows every day. I am very proud to represent them and will defend them in the face of customers that choose to trust the internet and their research instead of highly trained professionals. Our mission statement is driven around protecting customers from other contractors and ******. If they are wrong, our technicians have zero worries of coming to management and saying so. We simply make things right, train, and move on. The threats of the Better Business Bureau or ************ Slander will not waiver Hagerstown Heating and Cooling on its standing on this subject. We will NOT be sending **** out to your home on June 3rd and will be refunding your repair(Approved by ****). We believe without a shadow of a doubt we execute the BEST experience a customer can have, in the TriState area. An ill-informed, accusatory and combative customer is definitely not worth salvaging.
  
  Allow 1-2 weeks to receive a reimbursement check in the mail (Approved by ****).
  
  Cordially yours,
  
  **** *********
  General Manager

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21848691
  
  I am rejecting this response because:
  

  BBB Note:  As requested, the consumer has provided a copy of the last email sent to them from your business.  However, to date, the refund check has not been received.  Please advise of the date the check was sent, and the method it was sent.  this will allow us to provide the consumer with this information and close the complaint accordingly. 

  
  

  Customer Answer

  Date: 06/18/2024

  Our mailboxes are locked and can only be opened by us with a key or by the postman who has the key to put the mail in the mailbox. It is not like someone could steal any mail out of our mailbox. 

  Customer Answer

  Date: 06/19/2024

  Today is Wednesday, June 19, 2024 7:30 pm. Our postal service has already delivered mail and we still do not have our check for $1119.63 from Hagerstown Heating and Cooling like they stated they would in the emails they sent to us nor like they stated to BBB that they would. We are still waiting for the check.

  Sincerely, 

  ******* K and ***** L *******

  Business Response

  Date: 06/20/2024

  As mentioned in my voicemail response on approx 6/17/2024, we have no intention of responding as a means of correcting this issue. Mrs. ******* conveniently didn't send you our last email conversation between our GM and her. Ask her for that interaction and ALL of your questions will be answered. No need to keep the interaction going.

  Business Response

  Date: 06/20/2024

  ****BBB Note:  BBB has spoken with the business and has advised that the service was to be initially paid by credit card, but the charge was never completed. Please confirm. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21848691
  
  I am rejecting this response because: The charge of $1119.63 was charged to our Discover Card. The emails that we sent a copy of BBB states that it was and also states that per **** that they were going to send the reimbursement check approved by **** to us in the mail in 1 to 2 weeks. We have yet to receive the check. They stated the check was in the mail and now it has yet to be received. The amount of $1119.63 was charged to our Discover Card the same day the technician ***** was here at our home. The amount that was charged $1119.63 as we stated in the emails was put into a billing dispute. Discover still has this amount as a billing dispute as once we receive the check we then have to turn around and then the charge goes back on our Discover Card and then we in turn have to pay Discover the $1119.63. This is all noted on our Discover Card account with the billing dispute department at ******** since they have already been informed by us when we received the email that the check would be received by us from Hagerstown Heating and Cooling for the $1119.63. They informed us since we would be receiving the check from Hagerstown Heating and Cooling that once we received the check, the amount would go from a billing dispute back on to our Discover Card and then we would have to pay the charge since we were getting the full amount from Hagerstown Heating and Cooling per Hagerstown Heating and Cooling in their email they sent to us. This is how the Discover Card billing dispute department states the billing dispute has to be handled since Hagerstown Heating and Cooling stated they were reimbursing us for the full amount that was charged to Discover that has been in billing dispute the moment the charge hit our Discover Card account. I informed ******************************************* and Cooling in the email that the full amount was in billing dispute with ******** and **** stated per ****** authority that the full amount of $1119.63 was being reimbursed to us in the form of a check as well as to wait one to weeks to receive the check, which was in the email from Hagerstown Heating and Cooling dated May 24, 2024, which I already sent a copy which was dated May 24, 2024, of which we should have already received the check. Therefore, we along with Discover Card are awaiting for the check in the full amount of $1119.63 to arrive in order for things to progress as they already should have done had we received the check as Hagerstown Heating and Cooling had stated they were going to do per their email on May 24, 2024. 
  Sincerely,
  ******* *******

  Customer Answer

  Date: 06/24/2024

  Good afternoon, 

       When **** ****** owner of Hagerstown Heating and Cooling approved the $1119.63 to be sent out to us from Hagerstown Heating and Cooling per the email from **** on May 24, 2024, the email stated the check would be received within one to two weeks. As of June 24, 2024 the check has yet to be received. Once it is received and the check clears our bank, we will then remove the billing dispute from our credit card account. Once that occurs, the charge goes back on our credit card account and then in turn we pay the charge with the funds in our bank once the funds clear and are credited to our bank account.  

      This is all Hagerstown Heating and Cooling has had to do from the beginning to resolve this whole issue was to do what they said they were going to do in the email from **** who states he is the general manager for Hagerstown Heating and Cooling. 

       It has been a month now and still we have not received the check from Hagerstown Heating and Cooling that **** stated Hagerstown Heating and Cooling for $1119.63, which in the email dated May 24, 2024 **** ***** approved for it to be sent. Had this been sent and had we received the check the billing dispute would have been removed from our credit card company and they would have received the money from us. 

       We are asking **** ****** President of Hagerstown Heating and Cooling to follow through on his statement to us through the email sent by his general manager **** ****** stating that we would be sent a check for the full $1119.63 as stated in the email from **** on May 24, 2024. By doing so **** ***** as well as ourselves would have had a resolution to this matter a long time ago. However as of today, June 24, ************************************************* the amount of $1119.63 as Mr. ****** president of Hagerstown Heating and Cooling promised. 

  Customer Answer

  Date: 07/02/2024

  Good morning,

      It is July 2, 2024. We still have not received the check for $1119.63 from Hagerstown Heating and Cooling that **** ***** stated he would send in the email dated May 24, 2024. This amount remains in billing dispute with our credit card company. It is in dispute because since the owner of Hagerstown Heating and Cooling, **** *****, stated he would be refunding all of our money $1119.56 per an email sent through the general manager ****, stating it was approved by ****, the billing dispute is still in effect because the monies have to be refunded by check to us from Hagerstown Heating and Cooling. Once we receive the check, tour credit card company will remove it from billing dispute back to the original charge amount of $1119.63, and then we in return have to pay to our credit card company. Once again it is all in the May 24, 2024 email that was already sent to BBB stating as such in response to the fact they stated Hagerstown Heating and Cooling would be returning all of money and should have done so as they stated in the email to allow to 1 to 2 business weeks from May 24, 2024, which should have been received a long time ago in the mail from them to us. However, to date, this has not happened. Hagerstown Heating and Cooling promised they had put it in the mail and to allow 1-2 weeks to receive the check so we are wondering why we never received their check that they promised to send via mail to us? 

  Sincerely, ******* K. *******

  Customer Answer

  Date: 07/06/2024

  Hagerstown Heating and Cooling were to send a tech out June 3, 2024, but never sent anyone back out. However, when ****** their tech originally came out he said we had a "possible leak". He stated he put dye into the system so it would show with ultraviolet light when a tech came back out on June 3, 2024 to see if we indeed had a leak. But as you can see in the emails from Hagerstown Heating and Cooling, they say we do have a leak, but they never came back out June 3, 2024 to see if the ultraviolet light on the dye showed a leak, so i don't know how they can now say we have a leak when they never came back out and refused later to send **** on June 3, 2024, who was scheduled to come back out and later rescinded his visit to come back out to see if the ultraviolet light showed if we did or did not have a leak. Without a tech from Hagerstown Heating and Cooling never coming back out to check to see if we did or did not have a leak, I don't know how they can say from their office that we do indeed have a leak when they never sent anyone back out to check on the dye that ***** said he injected into the a/c when a tech, who was to be ****, was scheduled to come back out on June 3, 2024 to see if an ultraviolet light would show on the day to indicate if we had a leak or not. There is no way Hagerstown Heating and Cooling would no one way or another whether the "possible leak" that ***** said we "might have" and why he said he put in the dye to them never having anyone come back out to be able to say we indeed have an a/c leak without them have their company come back out to see if they day and the uv light that ***** their tech said would be used on June 3, ***************************************************** not. However once again, if you read Hagerstown Heating and Cooling's email, they state we indeed we do have a leak, even though they never came back out to find out. There is no way they would know if we do indeed have a way to know or not since they never came back out whatsoever since. 
  

  Customer Answer

  Date: 07/18/2024

  Hagerstown Heating and Cooling came out to do a routine a/c maintenance check for us that we prepaid for. The technician ***** came out and while doing the a/c maintenance check said the gauge numbers were "jumping around" and we "MIGHT have a leak in our a/c system. He stated he put a dye in our system and would be back in a mouth with an ultraviolet light which would show "IF they was a leak or not". He charged us that day for $1119.63, which I disputed through our credit card company. I requested Hagerstown Heating and Cooling that they have **** come out for the "a/c leak check" because he has been with the company for a very long time and know that he never tries to upsell, which we felt this was the case with this huge bill for "MAYBE THERE MIGHT BE A LEAK". Hagerstown Heating and Cooling stated they would be sending **** out and only **** on June 3, 2024. However, we then got an email which I forwarded to the BBB that stated that perhaps ***** never lived up to ****** standards in our eyes. Hagerstown Heating and Cooling then proceeded to stated **** would NOT being coming out on June 3, 2024 out. They did not send anyone out, and yet in the email, even though Hagerstown and Cooling never sent anyone back out to check with the ultraviolet light to see if it showed along with the dye if there was a leak or not, they stated that "WE HAVE A LEAK". How would they know we have a leak or not if they never came back out and checked????? There is no way they caould tell if we did or not if they never came back out to check if we did or not. Instead, they sent an email stating we "DO HAVE A LEAK". Also they questioned whether "***** would never measure up in our eyes and never would". That was not the issue. We requested ****, since being with the company only six months and questioned him why it would take a whole month to see "IF" we had a leak or not after he put the dye in, which should never take that long, we felt we would request to have their tech **** come out. **** has been with the company for a long time. When Hagerstown Heating and Cooling came out and installed the whole new a/c unit system in 2018, which ***** told me no it was in 2007, ****, who is owner of the company, came out several times after the installation as we were not getting a/c all the way to the four farthest corners of the house like we were to the rest of the house. **** came back three times to adjust the baffles in the attic. Finally he sent **** out, who in less than five minutes listened to what we had to say and said let me check something and in less than five minutes after going up in the attic for a few minutes, came back down and checked and all of a sudden we had a/c all through the house even to all the four farthest corners of the house and stated the a/c handler was upside down. Now if ****, the owner of the company did not find the issue, but **** did, and **** has always worked on the a/c handler ever since with no a/c issues in our home we know that we trust him. After being told from *****, we "MIGHT" have a leak and not coming back for a month, when it never takes that long for a leak to be found with a dye whatsoever as well as being promised that **** and only **** would be coming out on June 3 and then being sent an email that **** was NOT coming out and trying to switch the blame to perhaps ***** did not measure up in our eyes was not trying to resolve the issue. BUT on top of that we were told "WE HAVE A LEAK" in an email from them, without sending anyone out. Hagerstown Heating and Cooling never sent "ANYONE" out to see if there was a leak or not and just said "WE HAVE A LEAK". There is no way they can tell from an office. This is no resolution to the issue they said we "MIGHT HAVE" by their technician! Promising they were sending **** out and only **** on June 3, 2024 and then later stating they were NOT sending him out, was the icing on the cake of distrust with Hagerstown Heating and Cooling **** ***** and "acting manager ****, as of May 1, 20, as he stated he was when I spoke with him on the phone. They didn't want to send **** out as they had promised but instead try to twist and turn and throw back insinuations which makes them look really bad as a company as well which built more distrust. The resolution with Hagerstown Heating and Cooling is the billing dispute which we won with our credit card company, as well as the rest of the resolution is to get another a/c company who we find that we felt we had with Hagerstown Heating and Cooling until they are trying to upsell and throw out accusation at a customer they have had until instead of breaking a promise of sending out their tech **** as promised, and breaking that promise as well as tell us we have a leak when they never sent out a tech to see if the ultraviolet light on the day showed if we "MIGHT HAVE A LEAK" was in actually a leak if at all. We do not like the resolution but want other consumers as well to know that Hagerstown Heating and Cooling is doing this and we don't want other consumers to go through what we went through. We no longer want Hagerstown Heating and Cooling to ever come back to our home. What we thought was a reputable company has now changed that to one of distrust with their lies.