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:10/29/2024

  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.

  I contacted Comairco to have their technician look over our air compressor unit since it was not properly functioning. No fees for this check up were discussed but was told that we had to sign a credit card authorization form to start this process. The only reason I contacted them was because they was the authorized repair service center for our air compressor brand.
  The appointment was made for 11AM Friday Sept. 11th 2024. I returned to out facility at 10:30 AM after a quick delivery. My assistant told me that the service technician had arrived at 10am , looked at the air compressor and left in 10 mins. I was under the impression he was going to meet me and listen to my experience to properly diagnose the issue. They also made him sign a form - a form that indicated that the technician was present and had nothing to do with authorizing payment . I never got to meet the technician - (his name is Alan ph#*********** since he ignored our appointment and made up his own schedule.
  On Sept. 19th , I noticed a payment of $1165.01 to Comairco made on my credit card. I contacted them and their explanation was that it was the inspection fee. First of all , this fee was never discussed upfront. There are vendors & service techs who provide free diagnosis/estimates or they present and provide the information that the visit will be at cost before they send anyone. In this case there was no explanation and the $1165.01 is way too much. A typical at-cost visit usually is around $150~$300 and will actually be present to discuss the issue. Comairco just came , looked at the unit and left in 10 minutes and charged us $1165.01 without any explanation. Later , I spoke with Thomas W*** from Comairco who gave me an explanation that did not make any sense. He was setting us up on making us purchase lubricants for our compressor exclusively from them at a higher price point. I am shocked by their audacity and disregard for an honest business transaction.

  Business Response

  Date: 11/15/2024

  I have tried to reach Mr ********* in regards to this complaint and have not heard back.  The charges that were charged against the credit card that was provided are within our labor rates and are in line with the industry that we service.  I am not sure what industry he is referring to that only cost $150 - $300 for a service call but that is not in the Industrial Air Compressor Industry.   Being this is a specialty industry a customer requesting service is billed portal to portal at a specific rate.  Mr. ********* should have requested the estimated amount of the charge which we would have been able to supply to him or asked for a copy of our labor rate sheet prior to issuing his Credit Card information as anyone would if they weren't sure what the cost may or could be.  Our tech went to his location to perform diagnostics of the issue that Mr ********* gave our Service Coordinator  so if he was not present that is not a concern, again in this industry that is pretty standard, and this is what was charged to his credit card - the cost outlined on our Labor Sheet, Portal to Portal.  If we stood around waiting for him to return the cost would have been more being the rate is portal to portal and he would have been more upset. Upon completion of the service call we made recommendation on repairs to repair the issues that he requested the service diagnostics call for.  These were the repairs that our service coordinator was trying to tell him that needed to be completed to fix his issue and Mr ********* took it as we were trying to sell him lubricant for his compressor which was a small portion of what is needed to repair his industrial air compressor. I am more than willing to talk to Mr ********* about this situation and come to an agreement if he returns my call.