ComplaintsforWestern Hills Heating & Air Conditioning Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 20th 2024, my husband called Western Hills Heating and Air Conditioning Company Inc. He told them air conditioner was not cooling properly. They told him, they could come out the next day June 21st 2024 between the hours of 2:00 and 4:00. At approximately 1:40 6/21/24 a tech by the name of Jerry L** arrived. Mr. *** told my husband that it needed a condenser, and replaced it and left. After two and a half hours after he left it was the same temperature as when he left off 86 degrees. I called Western Hills Heating and Air Conditioning, told them that it was same as before 86 degrees, the receptionist, asked if we had paid and I said yes, she said she would have tech call us. At 6:59 , no one had returned my call, so I call again told receptionist no call back still 86 degrees, she said she would relay message. At 7:24 a tech named Ben called, left voicemail and said he talked my husband into waiting till tomorrow to see if it caught up, whatever that means. So I called receptionist back told her that’s ridiculous, it’s 86 in here we need someone to come out that night. No one called or showed up, at 11:49 called Western Hill Heating and Air one last time, spoke with answering service, I explained that it was 85 degrees in the house, it was cooler outside, but the tech said to let it run. I told her all it was doing was running up bill, she said she agreed, and if cooler outside open windows turn off air. I told her this was a pathetic way to treat a 70 year old veteran with lung cancer.I told her we had 10 fan’s going to try to stay cool. I asked answering service to relay to techs to take privatize off their phone or it goes straight to voicemail, they would not. The next morning the 22nd, Ben left a voicemail saying they were refunding the money, and we should call another company. As of yet have not received refund. I see other complaints on this company, should have checked first!

  

  Business response

  06/27/2024

  On Friday 6/21/24 our technician arrived for a service call at this residence around 2:00pm. After knocking at the door several times he heard loud fighting going on inside. When someone did open the door to let him in, my technician said there was extreme inappropriate language heard from a woman in a different room. The technician spoke with the husband and continued to diagnose the AC problem. The AC is 21 years old and he diagnosed a bad capacitor and replaced it. He got the system up and working and ran the unit for 1/2 hour to make sure it was working properly then left the residence around 3:00pm. 

  At 5:30pm we received a message after hours from our answering service that this AC was not working. We called back but the phone was blocked to receiving calls. The technician on-call spoke with the husband who had a different phone number and he told our technician the AC was working and they would wait until the next day to see if the house would cool down (the heat index was very high that day). The woman continued to call our answering service that night at 7:09, 7:49 and 11:58. The technician on-call tried to call her back but the phone was blocked. Our answering service was put in a position to communicate between our technician and the customer because her phone was blocked. This situation is not acceptable. Western Hills Heating & Air Conditioning made the decision to refund the total service $233.00 to the customer which was mailed on 6/24/24. This message was relayed to the customer and suggested that they call a different company for service in the future. Western Hills Heating & Air Conditioning is family owned and  been in business for 40 years. We believe our customers deserve honest and safe technicians in their homes and a lifetime of comfort for their families. We value our customers and our mission is to provide superior service and installation to our community with 100% satisfaction or money back. We support our staff/team with their experiences/customers and we stand firm by our decision to not continue servicing this customer.

  Respectfully Submitted

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