ComplaintsforLogan AC & Heat Services

• Initial Complaint

  02/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had Logan install a complete HVAC system in April of 18 or 19. Last week, I submitted an online request as the humidifier on my furnace did not appear to be working. A company representative called me the same day or the next day asking what the issue was even though it was listed in the online submission. I advised that the humidifier was not working. Confirmed the appointment. A repair technician called yesterday on his way and again asked what the issue was. For the third time I advised that the humidifier was not working. When he arrived, I showed him the furnace as well as the humidifier and left him to work. When I came back I was told that the issue had been resolved. I was told and show that the water line (ran/installed by Logan) had a kink in it inside the humidifier. This is clearly installer error as no one has touched the inside of the humidifier since the day of installation. Then I was told that the technician completed a tune-up even though I did not ack for one nor was one offered. On top of that, he told and showed me that my filter was dirty yet didn't bother to clean the same. What was the point of a tune-up?!? This entire fiasco ended up costing $429.00

  

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2022/02/10) */ Thank you for your feedback on your latest visit with our service technician. In regards to your humidifier not working properly, and the technician finding a kink in the water line, our field supervisor looked over the pictures and your account. It does show we have not been out for any type of service appointments or maintenance on your system since June 2019. With that type of kink in the water line, there would have been issues with the humidifier shortly after the installation or some point in the 4 years since we installed your system and humidifier. Regarding your filter the technician found dirty in your electronic air cleaner, our technician did verify he had asked if you would like him to clean the filter and that service was declined at the time of service. For the maintenance that was performed on your system, our technician did speak to you about the maintenance and we do have signed documentation accepting all of the charges on February 1st. We had contacted you personally on Wednesday, February 10th, to discuss this matter and at that time, we did offer to refund you for the maintenance plan you had purchased but declined our offer. Should you have any questions or concerns, we ask that you reach out to one of our team members by contacting our office. Consumer Response /* (3000, 7, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician definitely did not offer to clean my systems air filter. I was charged $161 for a humidifier cleaning. I was not even told what the cost was before proceeding with the work. Moreover, you told me that the humidifier wasn't even dirty. Not to mention that the water line was cut and shortened due to installer error. While the sediment screen was dirty, that does not cause the hose to fully kink where it enters the humidifier. The only reason I consented to the maintenance plan was due to sticker shock of the overall bill which I had to sign under duress. Consumer Response /* (3000, 14, 2022/02/14) */ I'd like for this case to be heard by a mediator or arbitrator.

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