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:01/23/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Gary ******* did not tell us the AC lost all the Freon 22.  He did not tell us the amount it did lose nor was it stated on the invoice. Gary ******* did not offer to do additional testing or recommend installing a new unit. I asked Gary ******* what it would cost for a new unit after I questioned the cost being $2500. He did not tell us to not invest $2500 on our current unit. In addition, another heating and cooling licensed technician came and assessed the current unit. He informed us our unit only holds 8 pounds of Freon if completely empty. For the price of $2500 this made it $312 per pound. The rate by the other technician is $267. We were over charged $45 per pound. For a proper full fill and inspection this would have taken one to one and a half hours. Gary actively worked for less than 3 minutes to 5 minutes to fill the Freon. Therefore, this tells us that the unit was not completely empty. At most that would have filled 2 pounds. Again overcharging us $1926. With this being said we would agree upon a refund of $2016 for the overcharge of $90 mark up of the Freon 22 and the 6 pounds of Freon that was not put into the unit. 
  
  
  
  Regards,
  
  
  
  ***** ******mp; Cooling
  *** ***** **** ******** ******** ** ***** ***** **************

  Business Response

  Date: 01/30/2024

  Dear Sir or Madam,  
  My name is Gary *******, owner of GW Heating & Cooling, I am responding to the complaint filed by ***** ****** about a service call on or about June 28, 2023, I was the technician that went to this call. When I got to the home and assessed the unit and then did the diagnosis of the unit, I found that it had lost all freon 22. I found and fixed the leak and then informed the home owners that it may have more leaks but couldn’t confirm that without doing more testing. I informed them that I could refill with freon for the sum of $2,500, but I strongly recommended to not spend that much on a unit that was old with problems, the wife, Mrs. ******, agreed with me but Mr. ****** said to put the freon in the unit and told her to pay me and that there was no misunderstanding about the price. I do not feel there is any need to give any kind of refund due to the upfront agreement of price and the work completed. Everything that was completed was discussed before completion of the job. 
  I will not compete with prices that they find online that they have come up with for a product that only a licensed HVAC contractor can purchase.  
  Please also take into consideration that I am a trained, licensed and insured contractor that handles such chemicals that not anyone needs to be handling. 
  Thank you,  
  Gary *******