Complaints

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• Initial Complaint

  Date:10/05/2022

  Type:Customer Service 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.

  We call Arrow Heating and Cooling to come out and inspect our furnace. The agreed upon arrive time was from 8am to 12pm on 10/4/2022. We were also told that the technician would give us a call when they were on their way. At 12pm on 10/4/2022 I called Arrow Heating and Cooling because the technician had not arrived nor had we received a call saying they were going to be late. The representative who answered the phone had no information as to our appointment and said that she had to leave a message for the office to call me back. I never received a call back. The technician did arrive, without calling, at 2pm (2 hours after the 4 hour window). He spent less than 10 minutes looking at my furnace before saying he had to order a part and that the office would be in contact. Today Arrow Heating and Cooling called to tell me the price of the part plus labor. They also said they will be charging us a $105 "trip fee" for the technician to come out on 10/4/2022. I was fine with the price of the part and labor, even though it was heavily up-charged, but its business. I asked if the trip fee could be waved or discounted due to the technician not arriving or calling within the agreed upon time and was met with aggression by the representative. My wife also called asking why we have to pay the full amount for less than 10 minutes of work and for the 2 hours late. The representative and the supervisor were extremely rude and would not listen to what me or my wife had to say. This was very unprofessional and a scam. To send a technician 2 hours outside of the agreed upon time window, plus not returning my calls as to when they will be there, is a violation by Arrow Heating and Cooling to the agreement between Arrow Heating and Cooling and myself.

  

  Business Response

  Date: 10/12/2022

  Good afternoon. After reviewing this case here is our side of the story. The customer in this case did have an appointment scheduled on 10-4-22. The appointment was schedule with us for between 9AM-12PM that day. The service technician Doug did run into some issues that day with a previous call which made him run behind for his calls following. Doug went to the home to troubleshoot the furnace and after troubleshooting the unit determined the gas furnace was in need of a new gas valve. According to Doug's vehicle tracking and GPS system he was at the specific residence for 22 minutes, which is a reasonable time to troubleshoot a faulty gas valve. After explaining to the home owner the needed remedy is when the home owner started to refuse the service call charge. Every service call at Arrow Heating and Cooling is $105. That always includes up to the 1st half hour of labor which is our troubleshooting period. When a service call is made with our dispatcher this charge is always explained up front to the home owner if the equipment is out of the 1 year labor warranty period. Please note, this unit has not been serviced since December 2016 and is not in warranty. Due to the home owner insisting they were not going to pay the service charge the technician proceeded to leave and keep going on his scheduled calls. The next day our dispatcher reached out to the home owner to schedule the gas valve replacement and the home owner then expressed they were upset with the technician being late and not calling when on the way. Our service manager spoke with them on the phone and apologized and explained to them what all our service charge covers. He offered the home owner a 5% discount on the repairs due to the inconvenience but the home owner still refused any service from us. The home owner is looking for a billing adjustment but up to this point has never paid for the original service charge of $105 from the first visit.