ComplaintsforMr. Refrigeration, Inc.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A Mr. ********************** representative told me the capacitor for my A/C (trane) was malfunctioning and was not warranted and charged me for the part to fix my A/C. They than told me it was under warranty and removed the part to put a Trane warrantied part on that was to be free. I had already paid in full. The owner told my wife that he would refund the warrantied part and fix the ** after hours charge. Upon my wife and I going to Mr. ********************** for our refund they were extremely rude and refused to provide me a refund. I asked for the owner to call me and its been almost two weeks and hes ghosted me. I have a copy of the receipt showing I paid in full for the warrantied capacitor and ** service, which was done during midday. Be advised of the following facts:I never spoke to the 2 Mr. ********************** Technicians.They removed the fixed capacitor when I had a contractor in my house working while it was 12 degrees.Why didnt they wait to exchange capacitors until they received the warrantied part, ensuring my contractor could have heat. Under what justification are they citing to refund me the cost of the capacitor.I filed a police report for trespassing. I will also take them to court locally if this action doesnt result in my refund.

  

  Business response

  03/02/2023

  
  

  Here is our response to the complaint that was made.

  
  

  ***re are 2 statements that are true in this claim from the customer.  

  1.  We did send a technician out to his property to perform a ** check, which resulted as a service call

  2.  Customer did call in to pay the bill

  
  

  *** original call came in to the office asking for a ** (Preventive Maintenance) Check on a home that was being remodeled.  *** customer provided the name and phone number of the contractor that was working there.  We sent 2 technicians out to the home to perform the ** work that was asked for on December 12, 2022 at 11:03 AM.     When the technician arrived, he found that the unit was not even running.  In order to perform a ** check, the unit must be running.  *** technician then identified that the capacitor was bad.  *** technician then spoke with the contractor ****, who was on property.  **** then called the homeowner, ****************** to let him know what was wrong with the unit.  **** put his phone on speaker so the technician could hear what ****************** was saying.  At that point and time ****************** was verbally abusive to ************** calling him names and using bad language. ****************** asked them to leave and refused to pay since it was not a ** check.  It turned into a service call at the point which was more money.   ****************** was upset that the capacitor was going to cost $45 and said that in ******* they were not that expensive.  Our technicians were headed to leave and the contractor, ****, begged the technicians to stay and fix the capacitor.  **** even said he would pay it out of pocket just to get the floors down so he could be done with the job and not have to deal with ****************** anymore.  **** needed heat in the house to get the floors down.  So the technician placed a generic brand dual run capacitor back on to get the unit going again  so he would have heat.  *** contractor, ****, refused to pay and said the homeowner would have to pay the bill.  *** technicians came back to the shop and explained the situation and what had taken place.  *** previous owner instructed the technicians to return to the site  and removed the generic capacitor and installed the original capacitor since no one wanted to pay the bill.  

  
  

  During this time, ****************** called the office at 12:32 ** (December 12, 2022) to pay the **** and apologized for his behavior and language.  He then handed the phone to his wife who apologized for his behavior to our technicians. Unfortunately we had already placed the original capacitor back on the unit.   Our technicians returned to the office and the previous owner's wife sent the technician back to place an OE capacitor on the equipment if there were any warranty issues and because the customer had called and paid the bill.    We, Mr. ********************** did not install the equipment therefore the equipment was not under warranty through us.  Upon leaving the house, the equipment was heating and working properly.  

  
  

  On January 3, 2023 at 4:06 ** ******************* called our office asking us to come back out to the home because the unit was not working again.  *** previous owner spoke with ******************* and explained to her that ************** would not go back to the house because of the behavior and verbal abuse that was used previously.  Previous owner recommended hiring another HVAC company to come and check the problem out.  If the company found that the capacitor that we installed was faulty, we would replace it free of charge.  ******************* said that she thought everything was fine with Mr. ********************** and we had no issue.  ******************* needs to understand that we can also refuse work when we are putting our technicians at risk of being verbally abused again.  Her husband was using bad language during this conversation with the previous owner on the phone.  

  
  

  On January 9, 2023 around ********************** and *************************** came into our office.   ****************** asked who was in charge?  He then proceeded to yell and wanted to know who the female in the office was lying about him calling and using bad language with them.  He was extremely rude and yelling to the point the others who were in the office for lunch break could hear him.  He was asked repeatedly "what is your name?" but continued to be belligerent coming across the counter pointing his finger.  His wife then joined in with yelling and pointing her finger at the female that was working the front desk.  ***n ****************** turned his attention to the technician who had been to his house when he stepped to the front office to see what was going on.  ***y then started pointing and yelling at the technician when they identified him as the technician they had on camera from the Ring doorbell.  *** technician was instructed by the new owners not to speak to *********************** fearing that physical abuse would take place.  *** police were being called to remove *********************** and the new owner was about to ****** them out the door.  ***re were 5 witnesses that were standing in the office and we have video surveillance from 3 angles that shows everything that went on.  *********************** stormed out threatening to not set foot back on their property and they were going to file a police report.  ***y also screamed they wanted their $143 back.   

  
  

  Later that day, *********************** filed a police report.  An officer called the office asking if we had stolen the capacitor off the unit.  He was told that the unit had an OE capacitor that we had replaced on December 12th where the unit was functioning properly.  So there was no theft that had taken place like ****************** had stated to the police.  If by chance the capacitor was bad, we gave *********************** the option to call us back and we would replace the capacitor free of charge.  We never heard from *********************** or any other HVAC company about this.  

  
  

  *** following day on January 10, 2023 *********************** pulled up to a stop light in their ****** truck, next to ************** in his van.  This was the same technician that had been to the home.  ****************** yelled out the window to the technician "I have you on camera.  I'm going to have you arrested for trespassing".  This is harassment!!!  We were advised by the police to file a report for harassment.  *** technician had a witness with him sitting in the passenger seat that saw and heard everything.  

  
  

  *** next day on January 11, 2023 we spoke with investigator ******************************* with the ************ Police Dept.  He stopped by to get the accounts that had happened from the witnesses involved. He then advised us to file a no trespassing against ****************** because of the incident that took place at our place of business.  We were also advised by Officer ******** to file a report for harassment against *******************  

  
  

  Be advised that every phone call that has taken place is recorded in our system and video recording from 3 angles are available.    If the BBB would like any copies of these, we would be happy to share.  
  

  
  

  ** check $90

  Service call - $145

  ****************** received a discount on his bill.  We could have chosen to charge him $145 instead of the $90 that he paid.  

  Total bill was $143 ($90 ** check + $45 Capacitor + $8 coil cleaner)  ***re was no ** after hours service charge.as stated by ******************.  

  After hours service call $217

  
  

  Mr.********************** has been in business for 41 years and we have never experienced anything like what ****************** has done.  This could have been handled a lot different and civilly.  But ****************** chose not to do so.  

  
  
  

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