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:02/17/2023

  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.

  This business is trying to pull a classic bait and switch. Their tech showed up to do a tune up on my HVAC system. He indicated that the one time service was one price (Approximately $275) but that if I subscribed to a Gold Plan annual servicing, I would get two visits per year for $400. I agreed. He changed the air filter in the system with one of their filters, indicating that this was part of what's included in the annual plan. It was clear that this visit was the first of two included in the plan, both in how the choice was presented and with the inclusion of the air filter, which as the tech said, was part of what's included in the plan. The tech had me approve a $32 charge on site for the first month's payment.I was not presented with an actual invoice, but shown only a signature line for the amount of $32. However, the invoice I'm uploading clearly seems to imply that I signed this document. In truth, I saw none of this information and was asked only to authorize the first month of an annual plan.Later that day, the office emailed an invoice for the cost of a one tine visit in addition to the first monthly payment for the annual plan. I wrote back indicating that I was told the visit was considered the first of the two in the annual plan and that I was expecting to be charged for the annual plan only. The office insisted that they were charging for both. The charge to my bank includes both despite the office staff now saying they were charging us for just the one time visit. This amount is also approximately $50 more, before tax, than what was quoted on site by the tech.I want the company to be put on notice that this practice of bait and switch is not acceptable.

  

  Business Response

  Date: 03/02/2023

  Hi ***,

   

  We've tried to reach out multiple times via email and phone, but we're not sure what you're asking for a refund on. We've already refunded the payment you made for the maintenance membership (immediately after you spoke to the office and before you initiated your complaint), and the only other charge was for the maintenance you preauthorized and we completed. I've attached the invoice for your clarity and the clarity of the BBB. As our office has attempted to clarify, we offer two options for maintenance: 1) full price, pay-on-the-spot tune **** which you requested, and 2) ongoing maintenance memberships that have one low monthly cost, priority scheduling and diagnostics, and maintenance performed at the middle and end of the year, following the payments made. We'd love to help with any reasonable request, we're just not sure what the request is. Please let us know. 

   

  Thanks. ******************************