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Complaint Details
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Initial Complaint
10/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I hired them in the spring of 2023 on annual maintenance contract. I am an out of state landlord with 3 properties in *********, this requires an HVAC company to deal directly with the tenant to schedule and visit the properties. I explicitly requested communication as I can't be there myself.Of course they said 'no problem, we'll communicate before/during/after.' The problems began immediately. They discovered a refrigerant leak and I spent $1000 to refill the system. 3 weeks later the system failed again, they revisited the property, did nothing, charged me $129 and told me 'the system has a leak' (which I already knew). They claimed the rep 'tried to call you' yet I never received a call or message.A second property was visited and the rep said the tenant 'asked not to come inside due to sickness in the house,' so the rep confirmed they were not able to complete the work. Again the rep said 'called homeowner and left voicemail,' but once again I never received that message.I complained to them that I was not recieving these messages. The General Manager, *********************, then called me. I explained that I had requested one thing: communication. I asked that they please reschedule the appt where they did not complete the work.Days later I received an email from ***************************, Service Coordinator. She said the tenant was not responding. I said 'given the sickness in the house, give it a week and try them back.' She responded 'I'll follow up again in a few days.'I did not hear back from her for 3 weeks, when I emailed again to say 'I have not heard anything?' ****** acknowledged that no attempt was made to contact the tenant, despite her saying 'I'll folllow up again in a few days.' ***** was copied on that message, and given my experience already, I requested that he refund 'half the cost of my service contracts.' He completely ignored that request.Last week I asked again for a refund, ***** then explained that 'agreements are non-refundable.
Business response
10/22/2023
*************,
Thank you very much for your feedback. We agree we did not provide you with a satisfactory customer service experience and we apologize for that. Per your request we have issued a refund for the balance of the 3 maintenance contracts.
Best regards,
*** McClintock
Co-Owner
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.