Complaints

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• Initial Complaint

  Date:03/27/2025

  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.

  Date was 3/20/25, My furnace quit working and I called McBride Heating and Cooling. I spoke to a ******* who informed me the service fee was $125.00. They came out, the tech removed the screws from the panels, and knew what the problem was right away. The tech called ******* as he did not have the part with him. It took her roughly 20 minutes to figure out they could get the part from ****** but would need to get the OK from me before 4pm in order to fix the furnace next day. I said I needed estimates because furnace was 21 yrs old so I may just go with a new Furnace/AC unit. I receive 2 quotes later that day from *******. To fix was $725.99, if it was under $300 I would have had them fix knowing I would need a new one soon. But this cost, I was not investing that kind of money into something old. To replace new their estimate was *********. So I told ******* no to fixing, and I am going to obtain another estimate. My new estimate with someone else all HVAC certified etc was $8350.00. So I called ******* and said I am going with someone else just send me my bill for you guys stopping out which I expected it to be the $125.00 service fee. She sent me a bill for $200 which was the service fee plus 1/2 hour labor. I called her and said I dont have a problem paying the service fee but I do have a problem paying the extra $75.00 for labor. They didnt do anything. She was upset I didnt go with them. We got into heated words over the phone and she said if I dont pay they will send it to collections. I still dont have a problem paying the service fee but I do not want to pay the extra $75.00 for labor that did not occur. I was led to believe from ******* initially that was what the service fee was for.

  Business Response

  Date: 03/27/2025

  Our technician arrived at the above noted customer's home on Thursday 3/20 to address a no heat situation. Upon diagnosing the furnace my technician found a few issues, one was a bad gas valve, that we do stock, another was a non-stock item. We provided the customer with two options, one quote to repair and another quote to replace the system, due to the age and parts availability. An estimate was promptly sent to the customer via email as he indicated he needed to speak with his spouse. Later that same day ******* spoke with **** and he informed us he has a relative in this field and could replace the equipment cheaper, ******* told him she understood but he would be responsible for the service call and labor fee. ******* clearly told the customer in that same conversation we have a half hour labor fee and that is what he would be billed for. For service-related repairs our fees are as follows: service call $125, labor $150 per hour with a half hour minimum upon arrival. On March 25th **** was emailed a bill for those exact amounts, $125 service call and $75 in labor (1/2 hour minimum per company policy), **** called shortly after receiving the email and was unhappy about the labor charge and said he refused to pay. This bill has nothing to do with him not choosing us for repair or replacement, it is simply company policy for our service calls. ******* informed the customer this was the company policy and she could not adjust the bill, **** got upset and stated if we sent the bill to collections, he would still refuse to pay it, then hung up on her. We are simply trying to collect for what is owed to us per our policy.