ComplaintsforO'Dell's Heating and Air LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had my AC unit go out and tried to fix it myself to save a little money. After I had exhausted all my options, I had no choice but to reach out to a local HVAC company and ask them for their expert opinion on the matter. I found ODells Heating and Air in *****. To my surprise the Owner was making rounds and stopped in on my service call. He stated that I was out of freon, he then recommended that I should use sealant for whatever hole there may be and fill my AC back up with *****. As he was the expert, I trusted his opinion and followed through with his suggestion. A month later, my AC stopped running again. After another AC technician from ODells came by he asked me why I didnt try to find the hole before sealing it up. I told him that I did what was recommended, and he seemed puzzled. Which to me seemed strange, so that week I talked with HVAC people that I have contact with. Why would *******************, the owner of ODells heating and air suggest something that was not the best option? After all, isnt he the expert? This past weekend, I received word that they wanted to credit me $600 for my troubles. Although thats considerate, I spent $1,200 on an AC for nothing to work within a months time. I replied in an email that I appreciate it but would still like to be credited with the $1,200 as I feel as I have been robbed. Keep in mind that I still would need to buy another Central AC unit for my house, which will cost a couple grand.******************* called me 30 minutes ago around 9:30am, saying that his secretary read him the email on his way to a call and he wanted to call me. He openly admitted to not reading the email himself and was incredibly rude and condescending. He calls me when Im at work when I asked in the emails for written reply, has a terrible attitude, and begins to name call and act like a child.Last thing he said before storming off the line was that I offered you all the options, I didnt say that it was the best option.

  

  Business response

  08/05/2024

  We provided service to ****************** on *** 17th of this year. and found his A/C unit low on refrigerant. I explained he had a leak and there where 3 options for him to choose from. 1) replace the unit since it was old in age, 2) do a leak search for a fee, repair the leak if possible and refill, 3) use a product we call leak seal and refill the unit. I am always clear that the leak seal is not always 100% effective. but is the cheapest solution. ****************** chose to do option 3 since it was the cheapest and fastest choice. fast forward to July 22nd and we get a call from ****************** saying his AC unit was not working. when we arrived the unit was low again. we told him at that time we where sorry the product didn't work which we explained in *** was a possibility, but we would gladly give him $600 credit toward the replacement of his A/C unit. after a couple days we get an email saying he expects a full refund toward the cost of a new system. so I replied that $600 was the best offer I was willing to extend and explained I had  the cost of the materials and labor that needed to be covered, and that he was explained at the time of service that the leak seal could potentially not stop the leak. I was then emailed saying the fact that I was offering anything back showed I was guilty of something. and I needed to give him a full refund. so after that Email I decided to call ****************** and speak to him. I explained that I gave him his options along with the disclaimer about the leak seal and he still chose to go that route and $600 was what I was willing to offer. during the call he started yelling saying "You just said you didn't give me the best option" "I cant believe you just said that over the phone" "now I got you". to which I replied. I did not say that, which then turned into a back and forth exchange of what I did actually say. and during that ****************** stated if I didn't give him a full refund  he was going to call the BBB. I then told him to go ahead and that I would not be offering him anything and would not be providing him with my services any more. To which he was not happy. and now here we are. I think if you look clearly at his message you can see who was doing the name calling. I will not be offering any solution to ******************. I will not be strong armed by someone who clearly has buyers remorse from his initial decision.    

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