ComplaintsforHy-Tec Heating & Cooling

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased an old farm house in October 2023. In December 2023 the heat stopped working, I found a number on the furnace and I called it. A man answered the phone and came right over. It was recommended that I replace the furnace with a high efficiency furnace. The gentleman told me the office would reach out to finalize the details. I did not receive a call from his office. I ended up contacting another HVAC to get a second opinion and he also recommended the a high efficiency replacement. He was able to replace the very next day. Weeks later I received a call from the Hy-Tec heating company informing me they were ready to install my new furnace I informed them I was all set. Now comes March, and I get a phone call from Hy-Tec Heating asking me for my address, when I asked what it was about the women on the phone informed me she was sending a bill for a service call. I informed her I was not aware there would be a service call, and she said "you don't expect someone to come out for free" I told her when I called the number on the furnace, the gentleman did not inform me there would be a service call, she answered by stating "I am not the one who said that" I informed her I understood I did not originally speak to her, however the employee from her company did not mention anything about a service charge. I believe that is misleading, she proceeded to laugh at me and tell me the same statement, that it wasn't her that I spoke to. I gave her my address, and decided to contact the BBB for assistance. I believe if you are going to charge someone you should tell them before you come out for a service call, and not try to bill them 3 months later. They are also trying to charge me $85 for recommending a new furnace, they didn't even do anything while they were here. The other HVAC company did not charge a service to come check out the furnace. I ask they stop pursing me for a service fee that I was not aware existed.

  Business response

  04/17/2024

  Regarding the customers complaint of the $85.00 service charge. We were called on Saturday. December 9th, 2023 for a no heat situation. His call was returned right away. While talking with the customer, he was told the service charge for weekend service was $125.00 or $85.00 during the week. He agreed we could come on Monday December 11, 2023 since no one was living in the home at the time. We went first thing Monday morning, December 11th, 2023. While diagnosing his furnace, it was determined his furnace was non-operational since the heat exchanger was cracked, which means the furnace should not be used and needs to be replaced.

  We apologize for not getting back to the customer in a timely matter for a new furnace price. The reason for the late invoicing was an incorrect address and the first invoice was returned in the mail. This is why the customer got a call for the correct address.

  The charge of $85.00 was not for just giving him an estimate for a new furnace, but for determining his furnace was non-repairable. We were called for a no heat situation which there is a charge for service and he was informed of that on Saturday December 9th, 2023 when he called. 

  Customer response

  05/02/2024

   
  Complaint: 21481429
  
  I am rejecting this response because:

  The business is lying, I was never told about a charge, or given an option to have them come out on Saturday. I called, a gentleman answered and said the earliest he could come was Monday. It is not right to blindside a customer with an $85 service charge. 
  
  Sincerely,
  
  *************************

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