ComplaintsforArch Heating & Cooling, Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a intermittent problem with our furnace not running so we tried to contact Arch heating as we have used them in past.We stopped at their office in mid morning and it was closed with sign on door stating office hours were 9 to noon and to call after that time til 5PM.We called and got message to leave a message and they will call back within 2 hours,but never got a call,Drove to office again next morning and same thing.Kept calling next 2 days and finally got a return call and set up a Friday appointment (2 days later).Tech called to tell me he was there (asked for him to call before heading there so I could be there to meet him) I drove there and got him to furnace,he starting checking for wire connections and started to unscrew combustion chamber and furnace came on so he said it was fixed and gave me a bill and said to call him if it stopped working again.5 minutes after he left it quit,I called and called and no answer.Over the next week I called tech over 30 times and office a number of times and no answer (no voice mail for tech)Finally after 8 days the tech called to ask who I was and why was I calling his phone 10 times a day,and when I told him who i was he said he had called me on his personal phone instead of his business cell number and gave me his business cell number and promised to come over the following Saturday at 10AM and I asked him to call before heading there as I was not going to be there so I could be there when he arrived.Saturday no call,I went to house before 10AM to wait,but no call or tech,went home after an hour and waited for phone to ring,started calling both his numbers by noon,no voice mail available and no answer.Started calling him monday and tuesday and called office and left messages for both contacts on voice mail,after more than 20 calls to tech and office I was forced to get someone else to fix furnace as temps were going below zero next day.Furnace was found to have a bad air flow valve,replaced and works great now.

  Business response

  04/02/2024

  In response to the claim you left on the Better Business Bureau sight:  We apologize you had some difficulty making contact with us around the holiday season.  With the record breaking warm temperatures at that time mixed with the slow down that happens several weeks before and after the holiday season,  we made the decision to have our Office handle business remotely.  If you stopped by the office and found the door locked the office staff may have been on the phone and didn't hear you knock.  After some violence in the surrounding area of our office location in recent months/years, we do keep the office door locked and when a customer or business associate visits they are allowed into the office by our staff.  We do recall ************** telling us that on his original call to you he must have accidentally used his personal cell phone, thereafter, he didn't recognize your number on his persoanl cell and evidenty he don't answer numbers he don't recognize.  Again, we apologize this was such a challenge as contacting a business should be simple and easy.  If you are willing to settle/remove this complaint against us on the Better Business Bureau website we would consider waiving the $68.58 Trip Charge for our visit.  Once the Better Business Bureau notifies us that this has been resolved/closed then I will authorize a Credit Memo request through our accounting department to waive those charges.  Thank you, Arch Heating & Cooling, ****

  Customer response

  04/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. You will need to remove this from collection so it does not end up on my credit history.Please do so before April 4th as that is the deadline for payment to the collection agency.Thank you for your response and your service over the last 25 years.
  
  Regards,
  
  *******************
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was a broken dishwasher claim with *****************. **** was contacted to do the work, he fixed the dishwasher and didnt check seal, so hot water went under floor boards! Called HSA they sent them back out and because the floor boards had swollen from water, he would have to cut them. He explained to me that HSA would cover to fix the floor After MANY calls and call backs! They dont cover contractor damage. So for 5 +months I have been trying to call Arch, who says OMG we will have owner call you back. They have now blocked my number from calling and refused to call back!

  Business response

  05/17/2023

  In response to the homeowner's complaint:  It would be helpful if she would have checked her email and her phone voicemail before stating in a claim on BBB that we have blocked her phone and refuse to call back, as I did make contact twice with this customer with no response back from her.  I emailed her on 04/05/23 and I left a voicemail message on 05/12/23. When I didn't hear back from her I took the assumption that she was in the process of dealing with the home warranty company and/or her homeowner's insurance. 

  On 04/05/23 the customer spoke to our Associate in our *********************** and they relayed this conversation to me.  That same day I sent an email explaining the details of the dispatch (I had been sick for almost 3 weeks and had lost my voice is why I emailed).  This same employee was out of our office on Thur, 05/11/23 & Fri, 05/12/23 but noticed on 05/12/23 that the homeowner had called their personal cell phone and left a message about speaking to our company.  She forwarded me this voicemail on Friday and I called the homeowner within about 30 minutes of receiving this from our employee and left a detailed voicemail message. This homeowner has not responded to either of my attempts to reach her and I tool the assumption that she was probably in the process of working through this with the home warranty company and/or her homeowner's insurance.

  In the email I explained that neither the Technician or the Home Warranty Vendor Manager are employed with either business so both sides are trying to deal with this situation without the option of actually discussing it with the people who were involved at the time.  ************** had reported the flooring and the countertop situation to the Vendor Manager at the time of the Installation and they were supposed to be in contact with the homeowner.  One thing that I would like to clarify is that our Tech did replace the drain pump on March 17th and had not noticed the bad seal on the unit until he returned on March 23rd.  That seal was probably leaking for a much longer period of time than less than a week to have caused the water damage that it did.  Our contract with the home warranty company is for our specified trade and any modifications that are required during a repair or an installation, such as the countertop situation would be handled by Vendors who specialize in those trades. Since we don't do flooring or countertops we referred this to the Vendor Manager at the home warranty company so they could assist the homeowner with getting the correct trades involved.  This is not really a case of Contractor damage but rather extenuating circumstances caused by the original malfunction of the appliance which require further repairs to conclude the situation.  Modifications like this usually fall under non-covered charges on the home warranty contract, which makes the expense the responsibility of the homeowner. This would need to be discussed with the home warranty per the contract this resident has with them.  Our company would have nothing to do with that and can't be held financially responsible for the modifations needed.

  The home warranty company has suggested the homeowner contact her homeowner's insurance for assistance, as they are stating they don't handle flooring or countertops.  We feel that the home warranty company should is obligated to help the homeowner get this resolved, as this is a situation on an appliance under their contract with this homeowner.  If the homeowner is willing to end this complaint with the BBB, our company would be willing to consider the possibility of paying 1/3 of the cost the deductible to have the homeowner's insurance company get involved.  In our opinion, everyone Involved (homeowner, home warranty company, Contractor) should take equal responsibility in covering the cost of the deductible to get this issue resolved.

  We prefer any further communication be done privately betwen the parties involved and not on the BBB portal.  Once this complaint has been closed as resolved we are more than willing to continue communications.  Thank you.

  Customer response

  05/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
   
  I talked to the owner and admit I did miss a voicemail and possibly a email (spam folder?) after talking to a second employee at business Owner and I BOTH agree that its been a mess of miss communication with employee and Home Warranty! 
  We together will get this fixed and taken care of!! 
  Im sorry I wrote to BBB . Arch does sound sincere in helping me with this issue and getting it all taken care of. 
  
  Regards,
  
  ***********************
  

*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. ↩