ComplaintsforRight Away Heating & Air Conditioning, LLC

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was charged $100 for a service fee even though I was not given the opportunity to approve the service.

  

  Business response

  12/13/2023

  This complaint is due to the fact that the customer is upset, because when we arrived to the home, the customer was contacted by the technician to get approval for repairs, but she did not answer her phone. We tried numerous of times contacting her to get approval, but she was texting the tenant Telling the tenant to let us know that she would call in 20 minutes. This is unacceptable because she was informed that she would be notified 20 minutes prior to us arriving to the home and that she needed to be available by phone so that we can get approval from the customer. We left two voicemails. She never responded by calling us. Then the technician, for some reason started to text message her because she was not responding but only by text message. He explained to her what was wrong and how much it would cost. Then she proceeded to say that she had another company that was going to charge her around $100 cheaper than we were going to and was trying to negotiate a price with us. He explained to her that our price is our price and it is not negotiable. Then she proceeded to say she wanted to break down on the price. There is no breakdown because it is a flat rate price. She was told that if there was no repair done that the service fee of $99 would be charged and she agreed to that. The moment the tenant paid the service of $99 and the technician left thats when she actually gave us a call and didnt understand why. The technician was there for exactly 57 minutes. We have all the recordings of the phone calls her accepting the service fee if there was no repair. She was unavailable to give authorization, and we do not do any negotiations or any business via text message. This was explained to her very clearly in the phone call when she booked the appointment so for that reason we refuse to reimburse her the $99 service fee. If you would like the voice recordings we are more than willing to provide them with you. This complaint is unwarranted and we are not willing to reimburse the service. The owner **** called our company in the past and when we explain to her that there was a $99 service fee she asked is it went towards the repair and we explained that it didn't, so she didn't want to schedule a appointment. She then called us months later and this time she set up an appointment and she was explained there was a $99 service fee and she agreed to that. Then she called back a few minutes later and asked if the service fee would be applied towards the repair cost and she was told it wouldn't be and then the dispatcher spoke to me about what the customer wanted and i then gave the approval to waive the service fee if there was a repair but if there wasn't a repair they would still have to pay the service fee. The customer agreed to that.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am forwarding an invoice from another HVAC company that had to come in to repair the defective work your company did. Note the imperfect installation of the blower motor which resulted in the damage and costs incurred.I am seeking reimbursement for these charges resulting from defective work.Understand that if my request is not accommodated, I will use all means available to public notification of your lack of workmanship. This is not a debate and we have pictures detailing the repairs needed.

  

  Business response

  10/13/2023

  This is the first time hearing of this complaint. as we strive to give our customers the best experience and quality of work and we do understand that sometimes we may fall short and we always have worked with our customers in coming up with a solution. In this case we have not received any information until now and after speaking to ******* from the BBB we had been receiving the emails but they were going to our junk mail. I as a consumer myself understand the importance of resolving issue as quickly as possible. So i have no problem issuing a refund for the work that had to be repaired. we will be issuing a refund for the amount of $965.59 for the reason that we stand behind our work. This refund can take up to 6 weeks to receive and will come in the form of a check. Thank you

  Customer response

  10/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩