Complaints

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

close

Find a Location

Triad Heating & Cooling, Inc. has 4 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

• 

  Triad Heating & Cooling, Inc.

  3297 Old Cedar Falls Rd Asheboro, NC 27203-8365

• 

  Triad Heating & Cooling, Inc.

  806 Green Valley Rd Ste 200 Greensboro, NC 27408-7076

• 

  Triad Heating & Cooling, Inc.

  3980 Premier Dr Ste 110 High Point, NC 27265-8409

• 

  Triad Heating & Cooling, Inc.

  143 W Main St Jonesville, NC 28642-2124

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:06/11/2024

  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.

  Saturday May 25, 2024 a technician came to my house and diagnosed the issue with our unit was the capacitor. He removed the old one and put in a new one in only 10 minutes. I was charged $818.65. I contacted the office the service manager knocked some off of the price to make it $613.98. I asked for a detailed invoice which I only received a generic invoice that did not break down the price structure with labor and parts. I reached out to the owner via email and did not receive a response. I sent an original email and it went through because the response (5/28 at 4:07PM) was that the owner and the managers see this email. I sent 2 more emails (5/28 and 5/30) to the owner and have not received any response as of today 6/11/2024.

  Customer Answer

  Date: 06/21/2024

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 07/10/2024

  To whom it may concern,

  We received a second notice complaint just a few days ago and it appears that I cannot respond to it online now. I did not receive a first notice, so I'm not sure what happened to that.

  I researched the service call from May 25th, 2024, to gather all the pertinent information. The invoice the customer received is as detailed as possible. We do not separate charges for parts and labor; the charges are clearly defined on the invoice.

  See attached.

  I acknowledge that the charges are higher than usual for similar repairs scheduled during normal business hours. Unfortunately, her service call was submitted on a Saturday, after our normal business hours, and on the Saturday leading up to the Memorial Day weekend. All our on-call technicians are paid time and a half for after-hours calls and double time for holiday after-hours calls. Their time begins when they leave their home until they return, as no other customers are regularly scheduled on those days.

  I agreed with my service manager's discounts, as she should not have been charged for an after-hours dispatch fee. It is our policy to drop all dispatch fees with any repair that is done.

  Our regular rate for a capacitor replacement during normal business hours is $382.54. This customer was charged $573.81, which is $191.25 higher than our normal business hours rate. We believe this is fair considering we asked a highly skilled and factory-trained technician to leave his home and family on a holiday weekend in a fully stocked service truck to diagnose and repair her system. According to our GPS system our technician left his home at 4:24 pm and returned at 6:35 pm, spending over 2 hours on this customer's system. He promptly diagnosed the issue, located the part on his truck, offered a repair estimate with the total charge for the repair that the customer approved while he was on-site, installed the part, and got her air conditioning working again. The attached invoice clearly shows the customer's signature agreeing to the repair before it was completed and after the repair to charge her credit card.

  This is clearly a case of buyer's remorse. They used us to get her air fixed and then complained about the price after the air conditioning is working again. She never complained about the price to the technician. She had every opportunity to tell the tech not to do the work and that it was too expensive and she did not. 

  I hope this clarifies the situation. It is unfortunate that costs have increased over the last few years, but to continue providing quality service, we must charge a fair price.

  Thank you for your understanding and please let me know if you require any further information.

  Best regards,

   

   

  --

  *****************
  - President

  Customer Answer

  Date: 07/10/2024

   I am rejecting this response because:  it is stated that they have given a detailed invoice which does not include labor and parts which I have asked for this.  Also it is stated that I am paying for the technician's time from 4:24 pm to 6:35 pm which is not shown on the invoice.  I agreed to a capacitor to be replaced.  I agreed to what I thought was a major repair due to the cost of the repair of over $800.  There is a case of fraud in this business stating the *** times because I was able to track the location of the truck when I was told the technician would arrive at a certain time.  As I was tracking due to the technician not showing up at that specific time I noticed the truck was not moving from the ****** located in ******, ** for about 15 minutes.  The owner is stating that the technician spent over 2 hours on my system which the technician did not spend 2 hours on the system.  The technician arrived at my house at 5:06 PM then at 5:12 the technician stated it would cost $112 to look at the system.  I agreed to this charge and the technician looked at the system.  At 5:15 pm the technician stated it was the capacitor and said he would need to check his truck to see if he had one.  He never came into the house to check the temperature which is stated on the invoice also.  The technician had me turn everything on and off at the thermostat.  At 5:22 PM he put the capacitor on.  At 5:30 PM he had put the capacitor on and had me turn the thermostat down.  Again he did not check the unit on the inside to see if it was working.  I would like the company to give me a detailed invoice showing the cost of the capacitor and labor.  The invoice provided was a generic invoice not specific to the job completed.  The response stated the 2 hours on the system when in reality it was only about 18 minutes. 
  
  
  

  Business Response

  Date: 07/11/2024

  Unfortunately our software only allows us to show charges on the invoice as you have seen them with Labor and Materials combined. I'll be happy to give you a typical breakdown. 

  Our Standard Rate for a capacitor replacement during normal business hours would be $382.54 plus tax

  (Which consists of $114.95 dispatch fee, $122.48 Parts and Materials, $145.11 for Labor, Overhead Burden and Profit) plus tax

  In your situation the Holiday / Overtime Dispatch Charge was $573.81 plus tax

  (Which consists of $204.95 Holiday / After Hours Dispatch Fee, $122.48 Parts and Materials, $246.38 for Holiday / After Hours Labor, Overhead Burden and Profit) plus tax

  Just for further clarification you were not charged for the 2 hours of time that our technician was involved (traveling or working) on your call. Our pricing is flat rate so if your call had taken the technician 20 mins or 3 hours the charge would have been exactly the same amount. I was just trying to explain the fact that he was only out going to your individual call and not out running calls on a route like they do during normal business hours. 

  I hope this helps to clarify the charges. Have a great day.