Complaints

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• Initial Complaint

  Date:04/25/2025

  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.

  On April 21, 2025 a technician named **** claiming to be the owner of RHR Heating came to replace a dual run capacitor in our Trane heat pump. When making the appointment I had inquired about the cost of labor and parts. The receptionist emailed me back with a quote for the part I already knew I needed of $40-$52. After installing the new capacitor, **** said the charge for the part was $225. I asked him why it was so much more than the quote I got and he said he didn't have to talk to me about his pricing. He said I could pay him or he would take it out and just pay him the $120 labor charge. Of course he knew I would then have to hire someone else to come and do the job. There is one size capacitor which will fit in my heat pump and which retails for $20 retail. A 100% markup for appliance parts by repair companies is industry standard. My complaint is that I was given a bait and switch then held hostage to pay or have to call someone else and pay an additional labor charge.

  Business Response

  Date: 04/25/2025

  Dear *******,

  
  

  Thank you for taking the time to share your feedback. I sincerely regret that you feel we engaged in a "bait and switch" tactic, as that was never our intention.  

  
  

  Regarding the pricing of the capacitor, while our office initially provided a quote, it was unfortunately for an incorrect model. Additionally, the quoted cost did not include labor, which was communicated to you via Email. At no point did I state "too bad" in response to the situation. Instead, I offered to reassemble everything so that you could seek another professional opinion if you wished.  

  
  

  We understand that customers may have concerns about pricing, but questioning the structure of our pricing and business operations is not always reflective of the complexities involved. Running a business entails significant behind-the-scenes expenses that are not always visible to the customer, and at ***, we make every effort to maintain fair and reasonable pricing despite these costs.  

  
  

  It is disappointing to receive a negative review, particularly when our team genuinely strives to provide honest and reliable service. While we respect your right to share your perspective, we believe that this situation could have been addressed more constructively.  

  
  

  Best regards,  

  **** Manes  

  RHR Heating 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23247821
  
  I am rejecting this response because:

  I was quoted a price for only the part of $40-$52 and was charged $225 for just that part. I am not refuting the labor charge of $120. The owner of the business is responsible for the information given out by his employees. As per the manufacturer of my heat pump, there is one size dual run capacitor for my heating unit which can be priced either online from an alliance parts supplier or from a local electronics supply store at $20. I would be willing to look at proof that the part cost more than that.

  Removal of the newly installed part would have meant an additional labor charge from a future appointment with a different repair company on top of the current labor charge bringing me close to the same price being charged by RHR Heating anyway. I requested the quote in advance of the appointment in order to make the best decision for me as to whether to proceed with RHR. By not standing by their quote and coming to the appointment anyway they held me hostage for the labor charge whether or not the repair was made.

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/28/2025

  I would like to mention again that the capacitor we installed is not the same as the one quoted in the email.
  
  The $120 charge was a diagnostic fee, not a labor charge. The capacitor we had to install is the Turbo 200 2.5/67.5, which differs from the one initially quoted and costs us more than $40. Had we installed the capacitor referenced in the email, we would have honored the originally quoted price. 
  
  The $225 charge reflects the cost of the correct capacitor and the associated labor required for its installation.  

  At no point were the clients prevented from seeking alternative options. Had they expressed a desire for a second opinion, we would have readily accommodated their request. Furthermore, we may have considered waiving the diagnostic fee had the clients conducted themselves in a courteous and professional manner. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23247821
  
  I am rejecting this response because:

  At no time did I conduct myself uncourteously or unprofessionally. After the repair, when I was presented with the bill, and I questioned why the part cost so much more than the quote, I was told that he didn't have to explain, he didn't have to honor what his employee quoted, and that he could take the part out, charge me the diagnostic fee, and leave. I was not given the option of having the $40 part installed. In fact, I had asked the office personnel by email to make sure he had the $40 part with him at our appointment. And before he started working I asked if he had the part for my unit with him. He stated that he had lots of parts with him but would not answer about the part I was asking for. After the diagnosis was made I was not consulted as to which capacitor I wanted installed or offered any options. I would be happy to have him return and switch out the capacitor for the $40 one as long as there is no further labor/diagnostic charge and he refunds the $185.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/02/2025

  We regret to inform you that we are unable to process your request for a refund of $185, as the original service was conducted in accordance with our established procedures and pricing guidelines.
  
  Additionally, we are unable to accommodate your request to replace the installed capacitor. The office inadvertently quoted an incorrect capacitor, and the selected component was chosen based on its reliability and compatibility with your system. The price charged not only reflects the cost of the part itself but also includes procurement, warranty coverage, quality assurance and labor. 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23247821
  
  I am rejecting this response because:

  I don't accept this response because I should have been given the opportunity to select the part used, since apparently there was options, or not have the service done at all by knowing the correct price ahead of time. Some responsibility should be taken by the business for giving the wrong quote.

  I would at least like to have a copy of the warranty for the part emailed or mailed to me at the address on file.

  
  Sincerely,
  
  ****** *******