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:06/02/2023

  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.

  I began having issues with my AC so I called Murtland’s Heating and Cooling to look at my unit. Mark came out the following day and cleaned my indoor and outdoor AC unit. He also replaced two capacitors, one of which he kept. While inspecting my outdoor unit he received a phone call from who I believe to be a customer and he began complaining about how long he was at my house. After that phone call, his demeanor changed and was not pleasant. After “finishing” the job he claimed I “should be good to go” and proceeded to charge me $125 per hour for labor, for a total cost of $468.30. The $468.30 for a cleaning and replacing two capacitors all of which took two hours. Which is ridiculous but that’s neither here nor there. That night, I was having the same issues with my AC. I called him the next day to let him know. Despite my issues he wanted to talk about the previous negative review I had written the day of service. He then began to yell at us on the phone. After he calmed down, I told him my issues. He refused to honor his 30 day guarantee until I removed the previous complaint. After removing the previous complaint he would not return my phone calls and has yet to fix the issue.
  
  To fix the issue, I had to hire another company who fixed my issue.

  Business Response

  Date: 06/17/2023

  *** ******,

  I am responding to your dissatisfaction with Murtland's Heating and Cooling bill for services completed.  The two hours of services completed consisted of the cleaning of the coils,   the capacitors switch, and the initial service call fee.  As told to me, the cleaning of the unit had not been serviced  in the two  years you've owned the home.  Furthermore, you had no records of when the previous owner had the unit serviced.  The indoor coil was completely covered in animal hair, and there was no air filter in the unit.  Due to these conditions, the coil was cleaned as best as we could clean it.  Then, the outdoor unit was thoroughly cleaned.  The top and sides of the unit were removed, cleaned, and sprayed,  and as I was cleaning the outdoor unit, I received a phone call from another customer wondering what time I was going to be at their house.  I was letting the customer know that I was running behind and would be later than what time was slated for the appointment; my demeanor never changed; I was simply trying to get all of the equipment serviced.

  We have tried contacting you several times in which there is no response. We would like to resolve this matter as we are working with the Better Business Bureau about your response.

  Regards,

  Murtland's Heating and Cooling