ComplaintsforForest Air Conditioning & Heating, Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had this company come out due to air problem. Tech was here for two hours trying to locate the problem. In that time frame stated that we needed freon. He put two pounds of freon in. Did diagnostic test and charged $290 and left. The system never got better. The tech stated that it woukd cool back down. It never did. It's now 84 degrees and been that way for the second day. My wife has sent emails to the company telling them the air is not working, and we have got no response from this company.

  Business response

  06/20/2024

  Dear BBB,
  We are writing in response to the complaint submitted by **************** concerning our recent service visit.
  On 06/13/24, our technician visited ***************** to diagnose and address an issue with their air conditioning system. During the two-hour service call, our technician identified that the system required freon and added two pounds to the unit. Additionally, a comprehensive diagnostic test was conducted to ensure the system's functionality. The customer was billed $290 for the services rendered, which included the cost of freon, the diagnosis charge, and the labor.
  We regret to learn that the air conditioning system did not improve as expected following our visit. However, we would like to clarify a few points in response to the concerns raised:
  1.Follow-Up Communication: After the service, we were not informed via phone call that the issue persisted. Our standard procedure involves encouraging customers to contact us immediately if problems continue so that we can promptly address them.
  2.Email Correspondence: Upon receiving an email from ***************** indicating that the air conditioning system was still not functioning properly, our team responded by attempting to contact her to schedule a follow-up visit. Unfortunately, despite multiple attempts, we did not receive a response to our calls. We were prepared to send a technician back to reassess the situation and provide further assistance without additional charges for the follow-up visit.
  3.Service Charge: The $290 charge was for the services performed, including the addition of freon and the diagnostic test. This fee covers the labor and materials provided during the initial visit. As a policy, we do not offer refunds for services rendered. However, had we been informed in a timely manner and allowed to conduct a follow-up visit, we would have worked diligently to resolve any ongoing issues without imposing further service charges.
  We are committed to customer satisfaction and strive to ensure that all our clients receive effective and reliable service. We regret any inconvenience experienced by the customer and remain willing to assist further if she contacts us to schedule a follow-up visit.
  We hope this clarifies our position and actions taken in response to the situation. Please feel free to reach out to us directly should you require any additional information.
  Sincerely,
  Forest Air
  
  

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