ComplaintsforChicago Heating & Cooling 1 Corp.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Chicago Heating and Cooling 1 Corp completed routine maintenance on 11/6. The statement of work detailed changing the humidifier water pad. On 11/25 the furnace stopped working due to a leak from the humidifier. A separate HVAC company, Oasis, came and determined the leak was caused by the humidifier drain line being disconnected from the main drain. This occurred during the routine maintenance check. I had to pay another $165 from Oasis to get this fixed. Chicago Heating and Cooling did not return any of my phone calls to resolve the issue, and sent me a nasty email denying liability. I am requesting a full refund of the maintenance and payment for the additional service needed.

  Business response

  11/28/2023

  These are the facts, and they are all indisputable. Attached is the invoice and report. On November 2, 2023, we arrived at the complainantshome for a furnace check. We performed a furnace check and all details listed herein. When the furnace check was completed, we informed the complainant and had her next to us while we went over the furnace. We showed her the humidifier pad was replaced, which had nothing to do with any drain hose or drain and we also showed her the new air filter was installed as well. The furnace was running and heating well, there was no water leaking anywhere at all, as the humidifier was running right in front of her as the furnace was on. The complainant signed off on the invoice and paid.
  
  On November 27, 2023, at 7:30 a.m. an email was received from the complainant wanting a refund for the furnace check we performed on November 2, 2023. As you can imagine, we were already in the field working and the first opportunity I would have had to read this email was when I returned home that evening to find another email with threats of further action and a slew of 1-star reviews across every imaginable site she could find. I wasnt even given a reasonable amount of time to respond to the complainant.
  
  We have been in business for over 20 years and take what we do very seriously. It was an unfortunate thing that happened to the complainants furnace, 3 weeks after we left, and it was in no way caused by the furnace check we performed on November 2, 2023.
  
  As for the air filter, the hose falling off causing water to leak below soaked the air filter and caused it to collapse, which is a very common cause and effect response to water falling on a filter.  The complainant is inaccurate about us being nasty in our email responses to her, which I can provide if necessary. We simply informed her of the facts that she cannot accept. The complainant simply wants to shift blame for an unfortunate incident that occurred with her furnace,3 weeks after our visit, which had nothing to do with the furnace check we did on November 2, 2023.
  
  We will not issue a refund of any monies and we will fight the complainant as far as she wishes to drag this. Its not about the money, its about the fact that the complainant cannot accept the fact that her unfortunate issue had nothing to do with us and wishes to place blame and spread libelous lies on the internet. I would strongly advise that she refrain from this behavior,otherwise, she will find herself on the wrong end of an Arbitration hearing or worse a lawsuit!

  Customer response

  12/03/2023

   
  Complaint: 20920134
  
  I am rejecting this response because Chicago Heating and Cooling directly caused damage to my HVAC system through their maintenance service. Per my contract with Chicago 1 Heating and Cooling (attached) my service was warranted for 30 days.  When I discovered the water leak, I called the company immediately on Friday. ******* did not respond to my urgent calls requesting emergency services until Monday. My contract stated "In servicing your HVAC system and/or appliance, the Company warrants that service will be performed in a professional and timely manner." This is a breach of contract and I request a refund, as I had to hire another service and pay another $165 to get the leak fixed. Most HVAC companies have emergency services for customers, and Chicago 1 Heating and Cooling failed to provide service in a professional and timely matter. 

  I am owed a refund of the maintenance visit that ultimately did more harm than good. The other company I hired put in their quote that the humidifier drain was not properly re-attached. The last person to touch the humidifier was *******'s technician. *******'s technician caused the leak in my HVAC, and he failed to act within a reasonable timeframe when I called for help. I am within my 30 day warranty and demand my money back. 

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

  Business response

  12/05/2023

  The complainant is factually wrong in her assertion that we caused any damage. We warranty all work we perform for 30 days after service, not anything that goes wrong with her furnace. The complainant called during the Thanksgiving Holiday weekend and we were all off, like most of the country, and we were closed. We responded as soon as we returned from the Holiday, which was Monday. The complainant has no idea what a breach of contract is, she is simply looking for a scapegoat for her unfortunate furnace breakdown during the Holiday weekend, which again, had nothing to do with the routine maintenance we performed 3 weeks earlier. We never, at any time, detached or even touched the humidifier drain hose. The complainant was literally next to ************** where he explained, in great detail, step-by-step, what was done. The furnace and humidifier were working just fine and leak free, hoses and all attached, because we never touched it, nor would there have been a reason for us to. 

  I cannot stress enough, the complainant simply cannot accept the fact that an unfortunate breakdown occurred, having absolutely nothing to do with the routine maintenance we performed 3 weeks earlier. She is simply looking to place blame where there is none! The complainant did not afford us an opportunity to even come and look at her furnace as the first opportunity we had to respond was on Monday, after the holiday, and by then she had already had someone else come to her home and do service. 

  Given the fact that we were not the cause of the damage and the fact we were not afforded an opportunity to look at the furnace, we will not be issuing a refund of any sort. Integrity is a hallmark of our Company and business and how we have operated for over ****************************************************************************************************************** this instance, we are not at fault nor the cause.  

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