ComplaintsforASA Air Conditioning and Heating, LLC

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company came out to investigate a noise with my **. I expected they might charge me for the visit, but did not provide any information. The tech pushed and prodded the ** on the roof causing it to make more noises. He proceeded to provide a litany of possibilities for why the noise might be happening. He performed no services; he just talked a lot about what the problem might be. Again, no mention of what he would be charging me. Today I received a bill for $166. The $95 makes sense; the $71 for labor does not, as no labor was performed. No information was sent to me as a promised. No report. No summary of work done or what could be done.

  

  Business response

  09/16/2022

  Good afternoon ,

  Upon receiving this complaint, i looked into this and saw that ********************* had emailed us and asked us for a service call. She was informed about the charge for us to come out. I  have attached emails regarding this and also attached an email 

  where i had emailed her and explained to her how the rates work. In that email i also did ask her if she would like me to send her a quote and she declined it, stating she has spent too much money already with other contractors and could not afford it. 

  The $95 is for us to show up at the door, the labor rate is for our technician to be on site at your home, it is his time there, regardless if he is actually doing something that includes labor or if he is on site speaking to the homeowner regarding their unit. During the technicians assessment, she asked him what she was being charged. When she was told she stated that the labor was not explained to her and asked the technician to leave. We could not do any more evaluation of the noise in the system due to the homeowner asking us to leave. ASA prides in communication with their homeowners to explain the findings and come up with a solution for their problem. Upon discussing options with the homeowner, it is then decided whether further work needs to be done to the system. Although the technician was not able to perform a complete assessment, he recommend that the unit be replaced which was communicated with the homeowner and that work was declined. We have done previous work with ********************* and has been aware of the rates. 

  Customer response

  09/16/2022

   
  Complaint: 18036417
  
  I am rejecting this response because:

  I was not informed in advance of any of the prices, no less the extra for labor that did not occur. no labor was needed because no work was done. I have no objection to paying the $95 for the visit, although they did not tell me about that cost either. If the remaining $71 is removed from the bill, I will be consider this over. I do believe that I should have received this information in advance. I think it is a bad business practice to blindside customers and to assume the person can guess what the costs are rather than giving them a chance to decide if they indeed want to purchase their services.

  The technician spent in an inordinate amount of time trying to demonstrate how much knowledge he has about air conditions on the roof. He rattled off a list of possible reasons, yet did not provide them all in a report. So, in all, nothing was fixed and a comprehensive report was not provided. Also, when you push the air condition, I have reason to believe it lead to additional noises emitting from it.

  Sincerely,
  
  *****************************

  

  Business response

  09/22/2022

  Our apologies about the miscommunication with the pricing. It is $95 for one of our technicians to come out and inspect the problem with the *** Any time that the technician is there is labor whether he is physically working on the unit or discussing options with the homeowner unless we were called out for an estimate, which we were not, due to the unit not working correctly. When our technicians are kicked off of the job site it is nearly impossible to suggest to the homeowner the problem with the system and solutions. We emailed over a written report of what the technician did and explained to the homeowner that the system needs to be replaced. In fact she stated in an email to us "If I must replace it, I will be looking for a quote". She was made aware by the office staff that the technician recommended the system be replaced and we offered to send a quote which the homeowner then declined. We will take off the labor charge ($71) and bill her for the Service charge ($95). 

  Customer response

  09/22/2022

   
  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. ↩