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:10/31/2023

  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.

  More details to come. But for now, I have been a customer of River City since 2011 when they installed a new furnace and since then have had an annual heating and cooling maintenance agreement with them until today. During this time I have paid them in excess of $11,000.
  In July and August 2023 I paid them $2,667.13 to install a new coil, thermostat, and humidifier control because the A/C was not working. After the work was completed the A/C worked fine and there was no reason for me to use the heat since the temperature in August and September pretty much ranged in the 80s to high 90s during that time. I have a gas furnace and heat pump. Up until October I had not turned on the heat since I didn't need it. When I did turn it on In October 2023 the system was not switching from heat pump and furnace correctly and the temperature in the house was at least 5 degrees below the temperature set on the thermostat. The heat pump would come on but not stay on long enough to heat the house and it did not switch to the auxiliary furnace heat. I had to manually change the thermostat to auxiliary heat to heat the house. This was the first chance I had to find out that the heat pump / furnace were not turning on correctly since the thermostat was installed. I suspect either it was installed incorrectly or the thermostat is defective. River City said they would have to charge me a minimum service call of $100 since it was over 30 days since they did the work. I explained that October was the first time I turned on the heat and knew there was a problem and the 30 days should not apply since I had no way of knowing that their work or product was defective until using the heat. Why would anyone agree to pay another $100 to the company that did the shoddy work to begin with. If I'm going to pay another $100, I'm going to hire a company that can be trusted, backs their work, and treats their long time customers properly. They are giving up a 12 year customer over $100.

  Business Response

  Date: 10/31/2023

  River City Heating and Cooling did come out at the beginning of August to do work.  The Customer then had a maintenance scheduled for 10/27/2023 and this was the first time we heard of him having any issues.  He was sent out a junior tech to do the maintenance part and tried to get him to diagnose any issues with the thermostat that he had at that time.  As far as our junior tech could tell everything was working how it should and he called a senior tech as well to confirm.  The customer should of been charged for the extra time my tech had to take on this call to do any diagnostic work but he was not.  When he called up to get copy of his invoice he did not voice that anything was wrong but he was told that if he has any other issues that a senior tech would need to come out to properly diagnose the issue and that it would be a service call because it was out of the 30 day from the work in August.  He never informed us until our junior tech was out that he was having issues with his unit if he had we could of sent a senior tech out to perform the maintenance but there would of still been the $100 diagnostic fee added at that time.  He called on 10/30/2023 wanting free services I explained our policy multiple times.  The customer continued to yell at me saying he deserved free services and after not getting what he wanted hung up on me.  We are a business and we do have policies in place that we have to follow.  

  Customer Answer

  Date: 10/31/2023

   
  
  ********** ********
  
  
  
  I am rejecting this response because:

  
  
  I was very polite at the beginning of our conversation. But was shocked when she said I would be charged because 30 days had passed.  I had no way of knowing that they improperly installed or installed a defective thermostat until I turned the furnace on in October for the first time since they installed the new thermostat.  Why would I turn the heat on when the temperature was 80 or 90 degrees.  Although a 30 day policy is reasonable, in this case it is not because there was no reason for me to turn the heat on until the weather was colder.and that would be the first time any reasonable person would have realized there was an issue with their work.  I did get extremely angry when she said they had to charge me.  I was shocked they would not take responsibility for the work.  She must have told me 20 times that 30 days was their policy no exceptions can be made because we are a business.  

  She acting like I'm some kind of mooch that wants a freebie.  I've been their customer for over 12 years and have never complained, asked for a refund, or not paid a single bill.  I've never dealt with anyone that treats good customers they way River City is treating me as far as taking responsibility for their work product regardless of their 30 DAY POLICY.  NO EXCEPTIONs, WE'RE A BUSINESS,  It's just an excuse they use.

  I can't help that their junior tech could not find the problem. When I called to get a copy of the invoice I specifically said that I wanted it to state that the customer said he thought the thermostat was not working properly so that there was a record that there might be an issue.  The technician said everything seemed ok. Again not until the system was running again did I know that the problem had not been fixed.  This was on a Friday and since the furnace would work on auxiliary heat I was not going to call River City over the weekend.  I call early Monday to have them relook at the problem.  Now she even acting like she did me a favor by having the junior tech look at it for free.  I paid for him to come out to do fall heating system maintenance.

  I am still in disbelief that they treat their customers this way.
  

  **********
  
  
  **** *********

  Business Response

  Date: 11/14/2023

  We are a business and like all businesses we have to stick to our policies or we would be closed.  I can not no charge a service call that is past the 30 day mark due to a customer feeling like it is something we did.  Anything could of happened in between that time causing an issue with a system.  No refund will be given to this customer as I explained our policy many times and the customer refused our services. Also the customer should of let us know that he was having issues with his unit when we scheduled the cleaning of the unit or when we gave him a reminder call the day before of his cleaning appointment.  If he would of let us know that we could of had a senior tech come out for the diagnosis of the unit for the service call. Our senior techs have the knowledge to trouble shoot units if there is an issue.  I am happy to see that the customer found another company that fits his needs and wish him the best of luck in the future. 

  Customer Answer

  Date: 11/14/2023

   
  
  ********** ********
   
  
  I am rejecting this response because:
  

  I don't recall when I initially scheduled River Cities fall maintenance, but usually it has been done one or two months before they come out. That would mean it was scheduled most likely in August or September, prior to me using the heat pump and realizing River City screwed up.

  River City did not follow their own check list that required them to check wiring at least three times.  

  Why after using River City for approximately 12 years and having them to my home approximately 30 times over those years would I now suddenly what them to do something for free?  Thet screwed up that's why.

  I reject her response and have already started spreading the word on River Cities business practices. 

   

  
  
  **********
  
  **** *********