ComplaintsforLoving Air Inc.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Loving Air Inc. on Tuesday 3/08/2022 to get them to come to my home to checked my furnace because it would not start up for the heating .They told me that they could send someone out around2-4 that afternoon, I said ok .When the guy and his training employee got to my house it was 3:30 that evening to check my furnace. I took them to the basement to check my furnace. It was about 4;00 o'clock they got it running again by hand spinning the inducer. They ask me if I want to order the part to replace the inducer, at the time I said yes because they told me if it went out again it would not come back on and I would have to replace the part. I also was told that if I ordered the part from them I wouldn't have to pay the $** dollars for the diagnostic for my furnace. So i did order the part but after I talk to my husband about how much they was charging for the part it was to expensive, they was charging also $**** dollars to do the job and also it was still running fine for know. So the next day around 1:00 I called to cancelled the contract for the part and service. It was less then 24 hours but they still told me I would have to pay $** dollars for the diagnostic plus $***** shipping and handling fee for the one day they guys came out to my home. I am ok with paying for diagnostic but why should I have to pay for $** dollars for shipping and handling when I cancelled less then 24 hours plus there was nothing in the paperwork about this hidden fee. After not receiving the invoice by Friday 03/11/2022,I called to find out about the invoice plus talk to manger about my disagreement about the price .I was told on Wednesday 03/09/2022 when I was told about the $** dollars I asked to speak to manger I was told they would call me back never receive no call about the $** shipping and handling fee.

  Business response

  03/17/2022

  Loving Air charges a $** diagnostic fee that is waived if the customer agrees with recommended repairs.  Loving Air at the request of the customer immediately ordered the requested part incurring a $** shipping charge in addition to the part.  Loving Air can return the part for a full refund minus the shipping charge and the return shipping charge.  This is where the additional $** came from as actual charges incurred by the company at the request of the customer.

   

  As our invoice does not state that customer will be responsible for for shipping should they cancel, we have already refunded the $**.  This verbiage is being added to our invoices and estimates today so we do not have this issue again in the future.

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