ComplaintsforLaney's, Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called for the installation of a wifi thermostat to be installed back in December. When I called, I was told the fee would be $150, the thermostat installed retails at $200. The technician was there for 30 minutes and did not have the supplies needed to install the thermostat without disconnecting the wire that controlled the fan. So now our fan does not work on its own unless t heating or cooling is operating. When the technician checked out he said he would be $689. Double of of what was promised and quoted and on top of that our fan no longer works. I asked repeatedly for an itemized receipt/invoice, and that has never been supplied. I am requesting a refund of $339($689(price paid)-350(price told).

  

  Business response

  03/27/2024

  When ************** called in, he stated he was looking for a smart thermostat that could connect to WiFi to be installed.  He was informed at that time, that we have a minimum service fee of $150 (which covers the time and expenses to get ************** on site and provide our customers with options to complete the task at hand).  At that point, our technicians are trained to give options based on our flat rate pricing and get authorization prior to performing any work.  We do not quote prices over the phone because we don't have the necessary information to give accurate prices without being on site.  The technician quoted the correct and current price from our price book for the Honeywell T10 Pro Thermostat Kit with room sensor.  I realize ************** stated the product retails for $200 in his statement.  He may have found this thermostat for that price.  We purchase our products from our distributors, and we certainly paid more than $200.  We also did provide a breakdown of materials and labor on December 26th via email.  

  We are more than happy to look into the issue of the fan not working unless the system is heating or cooling.  If the issue is due to the work that we performed or if the stat is incorrectly programmed, there will be no charge.

  Customer response

  03/27/2024

   I will be filing a complaint with the state.

   

  Thank you
  
  

  
  

  

  Business response

  03/29/2024

  I spoke with ************* today.  We discussed the concerns he mentioned.  I shared the explanations for the billing amount and confirmed an itemized billing was provided through email in December.  We mutually agreed to a $200 refund as well as having a service technician return to his home to check the wiring on the thermostat and enable the fan to run properly.  This return call will not be billed.   I requested ************* to stay on the phone while I processed the refund.  The refund was accepted and processed.  ************* agreed to rescind the comments he shared in the complaint.  

  Customer response

  04/02/2024

   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.  Thank you and looking forward to technician to return to finish work(fan wire).  Thank you.

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