ComplaintsforInterstate Heat & Air Conditioning

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late 2022 this company came out to inspect my furnace. At that time I purchased a plan for an AC inspection in 2023. An appointment was scheduled for 2 hour block of time and their tech never showed up. I didn't have the time to take off for another 2 hour block of time. I didn't hear back from them. Recently I received an invoice in the mail for an auto renewal service for about $200. I called them today 10/13/2023 to make sure it was not auto drafted from my account. I'm still looking into whether anything was charged to my card. Nothing was included with the invoice so it's very unclear what they did there. I also inquired about a refund for them not showing up for the maintenance I paid for and they did not show up for the appointment after I waited for 2 hours. They refuse to refund money for services not rendered. They want to come out and look at my AC now in October but I don't need service on my AC now that we are in cooler weather. I feel this is a rip off and I'm not okay with them happily taking my money but never providing the service I paid for. I want a refund for these services not rendered for AC maintenance.

  

  Business response

  10/23/2023

  To whom it may concern:
  
  
  We received a complaint regarding the customer not receiving the services that they have paid for, and an unclear auto renewal letter the customer received. First, I would like to apologize for the renewal the customer received and assure you that there will not be an auto draft from the customers account as we do not keep customer payment information in our system. Secondly,after reviewing the customers account with us, I see that the following complaints are upheld. Our team at Interstate heat and air conditioning strives for 100% customer satisfaction, with this, ******************** heat and air conditioning, will refund the customer $102.00 which is the amount for the service the customer paid for in advance but did not receive. With the refund,our team would like to offer the customer a free club for a year as well to make up the services that we have failed to complete. We understand the frustration this has caused with our customers and apologize for the inconvenience and services that we have provided. We hope we can make this right in the future and offer the services that we strive to provide.
  
  
  Interstate Heat and Air Conditioning
  10/23/2023

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been a customer with this company for over 9 years. When ******************* was sold to us, we were guaranteed a fair price and honest business practices, Each time their workers came to my house for the service, they always try to find ways to charge me extra. In these times of high inflation, and being a retired, permanently disabled Veteran, these business practices are despicably dishonest and prey on the elderly and unknowing. My wife and I subscribed to the ************** at $14.95 per month. This service provides two check-*** annually for our HVAC. In November 2014 we were told the run capacitor was defective. We were charged $252 for the part plus an $89 diagnostic fee for a total of $341. In April, 2015 during our Spring check-up we needed to replace the Compressor Fan and Capacitor. This unit had a 10-year manufacturer warranty, we were told they couldnt work with the warranty, so it cost $536+ for the ********* and run capacitor. Between then and now, we had also paid for two surge protectors, and another capacitor (that was the third one since we purchased the home new in 2013). Last year, our freon needed to be recharged by 2 pounds at a cost of $130. We had an appointment for May 11th that we had set in March. We received a call from them on the 11th asking us to reschedule *********** person arrived May 16th. He went out to the unit and returned and showed me the run capacitor (we had previously replaced in April 2015 and twice before that) said that the capacitor condemned. I asked him how much it would cost, and he said $257. I told him to keep that part. He then said my freon was low, and changed $143.65 for one pound. I asked if there was a leak? He said no. I told him that they put two pounds in last year. I took out the old Run Capacitor and took it to ***** Supply and purchased a brand new one for $14.11. They were trying to charge me $242.89 for a $14.11 part thats a *******% ****-up. Freon is $21.80 lb

  

  Business response

  06/01/2022

  Response in attached file.

  Customer response

  06/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, with reservations.  *********** response does not address the three-time  relacement of a part over 9 years when it's average life span is ***** years, nor that this part costs $14.11 and they **** it up by well over 1,500%.

  
  

  I will accept the refund they have offered for the additional costs incurred for the past two years and for the leak check; however, I will also have an independent certified HVAC technician present when this occurs.

  
  

  This complaint isn't just about money, it's about the loss of trust in the company's enployee integrity.   As a Senior Citizen and 100% disabled veteran that has to rely on the integrity of a service provider, I no longer have the faith that the employees of this company won't try to take advantage of me again.  I also wonder how many other Senior Citizens have had "mistakes" like this perpetrated upon them.

  
  

  I can be contacted by ****************** at ************** to make an appointment.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩