ComplaintsforNatal's HVAC, Plumbing & Electrical

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had Natals come out on 3-18 to assess a 12 year old air conditioning unit that was not operational on our 3rd flooran area we do not use often. We were informed the blower motor needed to be replaced and would be $1600 for the unit to work. The blower motor was installed that day and by lunch time we had cool air where there wasnt air before. After the unit was installed an email was sent by Natals with an update of what was done. The email included information that once the blower was installedother testing could be done. This information was not communicated to us.We went out of town and came back to a unit that ran for 12 hours and would not produce cold air. Within three weeks of the blower motors being replacedNatals returned to let us know that other parts of the air conditioning unit were not working. He would need to replace those parts and hopefully the unit would work. However, he was not certain it would work. Again, no mention of replacing the unit. I was stunned. I asked what the cost of a new unit was and why we were not given new unit information on the first visit to compare repairing an aged unit vs installing a mew one. We had just spent $1600 for the unit to work one day! A new person with Natals came out and gave a very high quote. He did apologize for the blower motor not working. A small credit was added to the quote. We are getting our unit replaced by another company with a quote less than the quote given by Natals with the credit.We do not want $1600, but we have a brand new blower motor that was usedthe technician even said he knew someone who needed the exact blower motor. This information alarmed my husband and I that it seemed he knew up front that the blower motor was not the only problem and didnt inform Us. We understand these are trying times, but to send techs out to fix high dollar problems on aged machines and not give the option to get a new one seems like a scam.

  Business response

  05/15/2024

  We were called out to the ***** residence for the system not working and discovered that the blower motor was out. We stated in the invoice that we would have to change the motor and get the system up and running to see if there are any other issues with the system. We replaced the motor and the system operated normally. A couple of weeks later we returned because the unit was not cooling again. We discovered another part was bad. The technician at that point offered to have a design tech out to give a quote to replace the system rather than make another repair. The design techs quote included a partial refund of the motor to go towards a new system. The customer called us to let us know that she went with another company to replace her system for a cheaper price even with the credit. The Service Manager returned the customer call the same morning and  she wanted some credit for the motor as she had changed the unit out. The Service Manger credited back half of the motor replacement as we do have a satisfaction guarantee.

  Customer response

  05/20/2024

  [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. 
  
  Regards,
  
  ************************************

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