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Business Profile

Heating and Air Conditioning

Rick's Heating & Cooling, Inc.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/18/2022

    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.
    I have complained about an overcharge for a part that was not installed at the price of $198. I've had several email conversations with an office employee named Michelle T, web address is (************************************.
    If you email me I will forward our conversations starting on 10-5-2022.
    The bottom line is there was a technician named ******* here to repair my A/C system on 7-12-2022, Invoice number ****** that charged me for a relay costing g $198 that was never replaced. This technician was rude, cussing, upset and yelling that he was not qualified to repair my unit. After a few phone calls he took me into the utility room where my furnace was. He said this relay needs replaced but he did not have one on his truck, so he was instructed to switch this relay with another relay that was located in another area of my furnace. He said this will at least cool the house until tomorrow morning when another technician (***) can come and replace the relay that was faulty. Well, after he was switched the relay the blower kicked on but the A/C never worked like he stated. The next day *** did come and replaced that faulty relay. He voided the invoice from *******, but still charged me for TWO RELAYS. He told me he must be paid at the time of service, so I had to pay $356 for TWO RELAYS. On invoice number ******* After he voided ********* invoice I did not realize that I paid for a part that was not installed, that part charged me $198
    I will forward emails from this company when you respond, I don't have the ability to upload my email conversations on a file

    Business Response

    Date: 10/19/2022

    In regards to Complaint ******** - Customer ** *****

    Our customer history with Mr. ***** began on

    7-11-22 - tech (KV) arrived and found a bad thermostat. It was replaced and was charged $217.00 for trip charge and replacing faulty stat with a new stat. 

    7-12-22 tech (BE) returned after hours and found bad relay - this ticket was voided due to another tech needed to follow-up with repair the next day.

    7-13-22 tech (RJ) returned, as can see by attached ticket (2) relays were replaced. Customer initialed accepting the replacement of (2) relays

      And as ticket states "All work is C.O.D. please pay technician"

    10-4-22 tech (RJ) found one of the relays replaced on 7-13-22 was faulty so it was replaced at no charge because it was covered by warranty on the part. 

      As stated on our invoices "All replacement parts supplied by Rick's Heating & Cooling carry a 1 year warranty on the part and labor. If said parts fails within the first 30-days there will be no return trip charge Monday 

                    thru Friday 8-5. All warranty work work to be performed Monday thru Friday 8-5." 

                   The $59.00 trip charge should have been charged since it was over the 30 days. But we did waive this charge for the customer. 

    The customer has not been overcharged for anything

    Customer Answer

    Date: 10/25/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


    Regards,



    ****** *****


    I am charged for a relay that was not replaced on a voided invoice ****** dated 7-12-22. There was only a relay switched on that date and service, the technicians name was *******. On the next day another technician (***) came to the house and replace 1 (one) relay. When he made his invoice he put down 2 (two) relays were replaced after  he voided invoice #****** I am due a refund for the relay that was on the invoice he voided that cost $198, I am sending photos to your website because I don't know another way for you to see the invoices. Please reply when you receive the invoices in question, thanks ** *****

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