ComplaintsforCoastal Cooling, Inc.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  INVOICE#: i40591,I am disputing this charge. Wednesday, November 23, 2022 at around 5:30 p.m., I discovered the A/C fan on the external unit was not spinning. I called the Coastal Cooling Service number to request service.I expressed to the technician my deep concern, because we had scheduled the Thanksgiving Day dinner at my house.The technician told me that my ONLY option was to purchase a *************** for $500.00 to get the A/C system running immediately.The entire A/C system was installed by Coastal Cooling. I find it hard to believe this technician was not capable of establishing the fact that my A/C system in my house is covered with a 10 year warranty for all parts. I would have to pay $550 for this "universal motor", plus $179 service call, plus fuel charge (amount unknown), So, the total cost would have been between $750 to $1,000! I told the technician I will not pay this amount on the spot and requested him to fix the unit, and later, when the office was open, the charges could be figured out. The technician left. We spent Thanksgiving Day in a hot house.Next day I called another company. On the spot, the alternative company, that I called, was able to establish that the A/C unit in my house is still under warranty. The alternative company was able to provide me with an original motor for $50 and charged me $200 for the work. All I paid that Friday was $250.My problems with Coastal Cooling: 1.The technician was trying to overcharge me 10 times for a warranty covered part. 2.The technician left me in a hot house when he had the ability to fix the unit. 3.I was loyal to Coastal Cooling, Inc. for 9 years since the unit was installed. 4.In the past, I never refused to pay, and I have a feeling there have been times when I was charged for warranty covered parts. 5.On Monday, the operator/secretary (person who took my call), was rude to me, did not offer any solutions, and threatened me with collection.

  Business response

  02/07/2023

  This customer contacted us around ********* on the Wednesday before Thanksgiving 2022.    The after hours technician fielded his call and traveled to the home, at his request, to diagnose the unit.    The unit was diagnosed to have a bad condenser fan motor.   As it was after hours, and the distributors would be closed for Thanksgiving, the technician explained to the customer that he was unable to verify warranty until his manufacturer reopened.   This is clearly stated on his invoice.   The customer also did not provide any warranty paperwork for verification.  The customer was adamant that he wanted to be running, so the technician offered to install a universal motor at that time to accomplish this.   This was offered at COD pricing as no warranty was known at the time.    We also could not obtain the *** motor until the day after the holiday.   The customer was dissatisfied with the solution offered and refused that option.   He also refused payment for that service trip which is what is being disputed now.    Furthermore, he is not even being billed at after hours rates, he was invoiced for a standard hours trip/diagnostic charge($124) and a fuel surcharge($9.85).    This would have been due in any event, there is always a charge for a service call and this is explained prior to coming out.    This bill is valid.  

  Customer response

  02/07/2023

   
  Complaint: 18883507
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

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