ComplaintsforAccess Heating & Air Conditioning Inc

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction Date: 7/23/2024 Amount : $416.12 Complaint: Access Heating was called out to do a basic service on my air conditioner. The tech arrived to do the service and let me know that the capacitor needed to be replaced. I was not informed as to the cost of the replacement. He did the work and after the work was done he told me it would be $416.12. I was never informed before hand of what the cost would be until after the work was performed. If I would have known the cost beforehand, I would never have agreed to the work being done. I have tried to resolve this with the company but they are no longer replying. Below are excerpts from the email conversations with the service manager at Access Heating."I had **** at my house yesterday for a basic AC check-up which was $75. During the service call, he discovered that the capacitor needed to be replaced, which I know is a very simple repair as I have done it myself. When it came time to pay, I was very shocked to hear a price tag of $416.12. Never once did he inform me of the cost of the repair, which should have happened.I asked **** why it was so much, and he told me the capacitor itself was $303, which also seemed very odd. When I looked up the exact capacitor installed, Heartland Controls 19J24, I am sure you can imagine how shocked and upset I was to discover that the capacitor is actually $34.59."From ***** "I regret that the price did not match your expectations during the service at your house yesterday. If **** did not inform you of the repair cost until the end, I will address this with him immediately, as it is not our standard procedure. We strive to provide upfront and honest pricing before completing any work, regardless of the cost."According to the ***** vendors have a level of expectation when it comes to transparency and setting service expectations which did not happen here.

  

  Business response

  08/22/2024

  Dear ***********************,
  
  Thank you for bringing your experience to our attention. I want to sincerely apologize for the frustration and disappointment you encountered during your recent service with us. At Access Heating & Plumbing, we pride ourselves on transparency and clear communication, and it's clear that we fell short in this instance.
  I understand how unsettling it must have been to receive a bill that was far higher than expected, without prior discussion about the cost. This is not the standard of service we strive to provide, and I apologize that this was your experience.
  
  To make things right, we will be issuing a refund of $337.12 to cover the cost of the capacitor that was installed without proper cost disclosure. This refund will be sent out by check from our office this week.

  
  We are also taking immediate steps to ensure that our procedures are reinforced with all our technicians to prevent this from happening in the future. Your feedback is invaluable, and we will use this as an opportunity to improve our services.

  
  Please accept our sincere apologies once again. If theres anything more we can do to restore your trust in our company, or if you have any other concerns, please dont hesitate to reach out.

  
  Thank you for your understanding and for giving us the opportunity to resolve this matter.

  Customer response

  08/23/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, December 11, 2023, our hot water heater went out. As my husband was looking for the issue, he noticed that the bottom of the water heater had come out and there was water in the catch pan and going into our garage. He called Access and they had a technician scheduled to arrive Tuesday, December 12, 2023. On Tuesday, December 12, 2023, a technician met my husband at the house and confirmed the issue and it was agreed that we would replace the water heater with a new, 50 gallon natural gas water heater (high recovery). We signed the agreement and they scheduled the install for Wednesday, December 13, 2023. Come Wednesday, the installation crew comes and installs the water heater. When my husband got home from work, he smelled a strong gas smell coming from the water heater. He called Access and was advised to shut off the gas valve and they would send a technician out. About 9:00 PM, a technician showed up and confirmed by soap test, that there was a gas leak due to improper install of the flex hose. He did not have ************, so he scheduled a technician to come out Thursday, December 14, ******************* the morning. My husband also noticed that Access had installed a 48 gallon water heater, instead of the 50 gallon as agreed upon in contract. He asked that this was looked into. The technician, *******, advised that we actually got a better deal on this unit because we are getting gallons per hour due to the high recovery. My husband did not agree and asked that ******* had someone reach out to him. On Thursday, December 14, 2023, the technician did not arrive until late afternoon and replaced the flex hose but did not mention the wrong size. My husband again, asked that someone contact him. I have tried to call and email and only received one response, admitting to the error and asking to communicate further to fix. I agreed and asked that they give me a call to resolve. It has now been over a month and no communication is returned.

  

  Business response

  02/27/2024

  On February 7, *************************** reached out stating that their new water heater was not providing sufficient hot water. We got a technician out that same day who discovered that there was a manufacturer issue with the water heater. We were able to repair the water heater, as well as install a thermostatic mixing valve and new expansion tank at no cost to the homeowners. 

   

  To our knowledge at this time, the water heater is operating as expected and the issues are resolved.

   

  Thanks,

   

  Access Leadership Team

  **************

*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. ↩