I called Friday, June 06 for someone to come look at the unit they installed almost 4 years ago because the air conditioner was not working. Jennifer answered the phone and told me it would be Monday before anyone could come look at the unit. "Do you still want me to schedule you for Monday? Or do you want to call someone else?"
"Yes, Monday will be ok." I was under the misconception that it had to be the people who installed it for the warranty to be honored.
About an hour later, Jennifer called and said there was a cancellation and someone could meet me at the house in 30 minutes.
2 people come to my house and diagnose the problem. They did something that was supposed to be a temporary fix. The coil needed to be replaced. I was told the labor would be $60 an hour but the part would be covered in the warranty. The gentleman I paid, said "someone would be calling you tomorrow to see if you want us to replace it so we can order it."
"You mean Monday, you are closed on Saturday."
"No, this part is very important. What we did to get you by will only last a short period of time and this part needs to be replaced."
I left to pick up my kids, and we went out for awhile that night. When we came home, it was 85 degrees in the house, the fan was blowing, but the outside unit was not running. I had to turn off the unit and open the windows again.
Monday, after 3 messages were left, Jennifer finally called me. "Did they tell you how much this is going to cost?"
"I know the part is covered in the warranty, and.."
Jennifer interrupted saying, "yes and the labor will be $450. Do you still want me to order it?"
I hesitated and said "yes."
"Well, there are a lot of people ahead of you - I can try to move you ahead of some since you only have one unit, but there will still be a lot of people ahead of you."
Tuesday, I call to see if the part got in. Jennifer said "no, no coils have come in today. Like I told you before, there are a lot of people ahead of you once it does come in.
"Well, let me ask you this, will the money I paid Friday go toward the replacement of the coil?"
"No, they did work on your unit. That covers what they did Friday."
"Well that work didn't do anything to benefit me."
If you decide you want someone else to do the work, call and let me know so we can use this coil on someone else's air conditioner."
"Who is the person in charge of that office?"
"Why?"
"Well, you all haven't seemed to want to help me from the beginning." and I recounted all the things that had happened so far.
"Well we really aren't a heating and air service, we only have 2 or 3 technicians."
Well, you would need to speak to Charlie. He is the service manager. He is only in early in the morning between 7:00 and 7:30 because he is out in the field all day."
"Is Charlie the person who is in charge of that office? I want the name of the person Charlie answers to."
"The person in charge is Mr. Parker and he is in New York. His son is who is in charge of this office but he doesn't know anything. You need to talk to Charlie."
In the meantime, I call someone else to get them to come do the work. I take Wednesday off so I can be home while the work is being done, and early that morning, I get a call from Jennifer saying they worked me in to replace the coil today. Of course, I called and cancelled with the other company.
They come, do the work and 2 3/4 hrs later present me with the bill which is now $500 because another part had to be replaced.
"I was just going to replace it and not charge you but I called the boss and he told me I needed to charge $50 for the labor."
"Well, I didn't realize your company wasn't who I needed to call for this. I just assumed since the unit came from you, you needed to be the people I called."
"Well, there is no guarantee that another company won't rip you off too." was the response I was given.
I will never use this company again and will tell everyone I know not to use them either. L
Their math is definitely different from mine. 3 hours at $60 does not add up to $500 even if you are charging $60 for the 2 people.
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