ComplaintsforCallahan A/C & Heating Services, Inc.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ** failed working when turned on about three weeks ago, I called Callahan for fix. I explained that this issue was the same one that occurred last year which had been fixed by them. I inquired whether it was possible for the same technician who fixed it last year to come to check. My request was refused. The technician named **** came around 3:30 pm on May 25, 2022. He turned on the ** control panel and went outside to check the ** Unit. To my surprise, the ** is functioning properly (it did not function when I turned it three weeks ago with the ** unit not spinning). He said he did not see any issue now. I explained i) when I turned it on, it was hot and the ** unit outside did not spin with no cold air coming out; ii) This issue happened last year and a technician came and fixed it. So there was no issue after that until about three weeks ago this year. He responded that probably the *** is running low and needs to be changed, and Callahan invoiced us last year, but we did not change. I was confused because I did not know the suggestion last year and told him that after the technician came to fix it last year, it was good with no issue at all the whole summer and why did the same issue happen again. I further asked what *** stands for? He replied rudely that he attended over 10 years of school learning the business. It was wasting his time to explain to me. He accused me of challenging his expertise and threatened me of leaving. I was almost crying requesting that we both on speaker phone to talk to his supervisor for help. He refused and walked aside to call and then left. I called a manager called ****** who told me in an angered and raised voice that she had already talked to ****. I was wasting both ****** time and her time by asking a technical issue and she had no time talking to me because she needed to pick up her kids, and talking to her cost money. I told her whether she and **** treated every customer the same despised way as they did to me

  Business response

  05/26/2022

  We had a Service call 6/4/2021 for AC not getting cold found *** starving unit Quote was mailed out to replace the *** (thermal expansion valve and high-pressure control) on June 7th 2021.   System seemed to work intermittently and Customer declined repair.

  
  Customer called 5/16/22 with no A/C on second floor system.  The temperature that week was very hot and we had to prioritize the NO AC calls first and we could not schedule her until 5/25/22 as she had A/C on her first floor.  When we arrived and checked the system the outdoor air temperature was not as hot and the system was operating.  The tech told the customer that it was likely that the *** still needs to be replaced for the system to operate correctly in hot weather.

  
  Customer called our office and spoke to ****** upset with the tech and his diagnosis.  ****** tried to walk thru with the customer what was needed and was unable to explain technically why the system needed the *** valve.  The customer was told our service manager who is technical would give her a call next day to try to answer all her questions.   Customer posted to ******************** before that could occur.  Service manager is calling customer this morning and will hopefully satisfy the customer.

  Customer response

  06/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have been waiting for Callahan to get back to me as stated in its response email. I have never heard back from them as it stated.
  
  As a business regulated under the federal and state consumer laws, it should conduct its business in a professional, disciplined and diligent manner. Under no circumstances should an intimidating tone and behavior, if not discriminating, be used to a customer simply based on a customer asking a legitimate question regarding the functionality of the *** less to say about fixing the issue.
  
  Hope Callahan management will address the issue.
  
  Thank you
  
  *************** 

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