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:11/08/2022

  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.

  H and C Heating and Cooling sent a representative to my residence ***** ********** ****** ******* *** XXXXX) on 9/21 to diagnose a problem with my furnace. The technician determined that the blower fan motor had to be replaced. I was charged $125 for the initial diagnosis. One week later on 9/27, the technician arrived with the new blower motor (Trane part #MOTXXXXX, see attached photo showing part number) and spent 2 hours to replace the motor. The technician told me that the motor cost was $800 due to supply chain problems. I was charged another $1185 ($800 for the motor and $385 for the labor). I questioned the cost of the part but paid the balance in full. Subsequently, I looked up the cost of the same part on the internet and found the same OEM part for $283 at Supplyhouse.com (see attached documentation). I called the company to ask about this and was told the owner would call me. Despite multiple attempts to contact the owner, I did not hear back from him. I would like an explanation of the charges and billing adjustment.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/15) */ Contact Name and Title: Brian ******, President Contact Phone: XXX-XXX-XXXX Contact Email: *****@HeatingAndCoolingInc.com On September 20, 2020 we went to Mr. Rao's house at the request of his son, Mr. Manthripragada. The complaint was that the air conditioner wasn't working because the blower didn't seem to be working. A technician was sent to the home and diagnosed the problem as a failed blower motor. The next day we called Mr. Manthripragada with the price for the repair and told him it would be about $1280 to replace the motor and capacitor. He then gave us the go ahead and we ordered the required repair parts from Trane and installed them on September 27, 2022. In order to do the repair the entire furnace flue piping above the furnace all the way to the tee connector had to be removed and replaced. This included the flue piping for the water heater as well. In addition, we had to send a second technician to his home with a wheel puller in order to get the blower wheel off. The set nut was misaligned from the factory causing the wheel to bind to the shaft. This was an extensive repair taking over two hours where a "normal" blower replacement would take less than an hour. Despite the extraordinary amount of labor required for the repair we still charged Mr.Manthripragada LESS than the amount we originally quoted him. We only charged him $1185 for the repair vs. the $1280 we quoted him. The fact that Mr. Manthripragada has been able to source a repair part for $300 has nothing to do with us diagnosing his problem and repairing it for an agreed upon price. That would be like me ordering a pizza delivered to my home for $20 and then after eating it complaining that I could've bought a pizza at Costco for $10.00. I am quite sorry that Mr. Manthripragada feels like he paid too much for the repair but we gave him the price ahead of time and he had the opportunity to go buy his own motor and install it himself or otherwise make the repair. Consumer Response /* (3000, 7, 2022/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from H&C Heating and Cooling did not address my complaint. I authorized the work based on a preliminary quote, which I thought was made in good faith and based on current market conditions for parts. I have no problem with the work that was done or the labor cost for the work. My issue is that I was charged $800 for a part that can easily be found online for less than $300. I understand that companies typically have some markup on parts, but a 180% increase is excessive and indicates that H&C is taking advantage of current conditions to gouge customers. I did check with another company that is an authorized Trane dealer and was given a ROM quote of $750 for OEM parts and labor to replace the furnace blower. I would like to let future customers know about H&C Heating and Cooling's practices for marking up parts.