ComplaintsforMr. C Heating & Cooling Service LLC

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our outdoor HVAC unit stopped working and I called Mr. C (Luis) for service. This is what transpired...On 23 January 2023 Mr. C, diagnosed the "problem". He stated I needed 3 parts. I told him the unit was still under warranty and he "called" the company requesting to order the parts. The next day I contacted him about the parts and he stated he still could not get a hold of anyone to order them. This seemed odd because we currently in the winter months and there was a cold freeze coming within the week. He advised my family to buy portable heaters in the meantime, while he gets the parts. I was charged 2 hours of labor for diagnosing an issue which he couldn't determine for sure. Additionally, he purposely bent my fins of the unit, knowing it will cause an issue in the future. A few days past and he came back to the property to work on another issue.... On 27 January 2023: The parts still was not ordered. He stated the manufacturer was difficult to reach. On this day he performed two minor fixes:Hour 1: He replaced a thermostat unit inside one of tenants units. He took 30 min for a 2 wired thermostat and than decided to take a lunch break on our dime. Pizza to be exact.Hour 2: He went to fix my other tenants HVAC pipe housing unit covers and noticed he forget his material, left for 30 minutes and once he returned, it took him 10 min to change it out.On this day I was charged $340 for labor... 1 hour of which was used by Mr. C to either eat his lunch or drive to his house to retrieve his material. He also charged me $180 for materials that I researched in ********** that actually cost $40.On 5 February 2023, our family is still waiting for him to respond on gaining the parts, we have been using space heaters even through the cold freeze which went below -15 degrees. I decided to You Tube this and it turns out he turned my fuse upside-down outside. I turned it around and walaaaa, my unit works. If this is not malpractice, I don't know what is. Horrible.

  Business response

  02/21/2023

  I notified the customer in advance of my hourly rate for service calls ($170/hr); I charged the customer a total of $340 for 2 hours of labor to diagnose and resolve issues in not one, but two units. I installed a thermostat in one unit and corrected and secured a line set in another unit. I also spent quite a bit of time on the phone with tech-support which stated that several parts needed to be changed which also took time. At no point did I charge my customer for my lunch break. 

  I also charged the customer $180 in material costs: 4.5" flat 90s; a 4.5" coupling; 2- 4.5" pieces of runs (which at ********** cost $46 each); and multiple screws and zip ties. 

  The customer shared with me that their child had thrown a large amount of snow onto the condenser unit, all I did was remove the built up ice on the coil. If the coil was damaged, it was due to the large amount of snow and ice that had accumulated on top of it. Removing ice from the coil could in no way have caused damage to it.

  The customer states that he solved the issue on his own by turning the fuse back to its original position; however, the work that I did was necessary in order to get the system running. 

   

   

  Customer response

  02/27/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I believe people need to know the work ethic and practices this company offer to its customers and the potential negative implications to the home owners systems on their property. 

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

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