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Complaint Details
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Initial Complaint
10/11/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
On September 22 My outside unit the fan was not turning on I called them because they installed the heat pump so I trusted them to fix it. I called them and they came out and attempted to reinstall the blower at my hone but was unable to. So he took the part with him and said they would call when the part came in. That never happened. I had to constantly call them and every time I called I was given excuse after excuse. They never called about a date to install so I called them and they said they ordered the part and should be here Wed. They received the order but the box was empty which is extremely suspicious. They didn't even bother to ask the warehouse why they delivered an empty box. I had to call off work for them to install the part but when they came out they found another issue with the defrost panel. So again they were unable to fix it and had to order another part. I have paid over 600 dollars for a portable AC unit to cool myself during this time. When he came to put freon in the unit he saw that the cylinder was also bad so that would cost me another 800 dollars more. They continued to put the blame on everyone else and take no responsibility for the amount of time and money I have spent trying to get this resolved. I have been more than patient. They also tried to hot wire the blower motor to my breaker box and I told them no. I cant use the heat or the AC I have to use emergency heat. Wendy the receptionist was very unprofessional. She told me that her workers should not have to work around cat feces and I do not own a cat. So now my emergency heat is not turning on and now they tell me they still do not have to correct part and have no idea when it will be here. The manager said he didn't know anything about the situation but said it would be 2 weeks but no one told me that, As of now nothing has been done.
Business response
10/18/2023
The job is complete. The customer owes us $2,769.90 after $370 of discounts. The home and customer were in disarray, there was dog feces and scatted everywhere. A very unsanitary environment we should not be liable to submit our employees' health too, but we got the job complete anyways to satisfy the customer. $370 is all we will be discounting.Initial Complaint
04/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May of 2022, we called this company to come out and look at our lift station. The provider informed us we needed a new motor. We had this replaced and the cost was over $1,400. Then, in September of 2022 (just four months later), we were experiencing the same problems that we had in May. When this company came over, they stated that the motor needs to be replaced again, so we did it for over $1,100. Then again in January of 2023 (four months later), the motor was broken again. I was told the motor did not have a warranty. However, I directly called the motor company and they stated the provider should have brought the motor to a dealer to see if it was the fault of the motor and if so, there is a warranty. This company did not do this and did not return my call when I called to ask about this. We did not go through with replacing the motor for a third time with this company. This company did not address the root of the problem and continued to charge us for new motors when clearly there was something else going on! We decided to go to another company that has helped us with this issue and the cost was 1/3 of what we paid originally.Business response
05/04/2023
We have contacted the customer and we are attempting to settle with an in-house credit for future work to be completed.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.