ComplaintsforOxford Energy

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/19/24 I called and left a message in regard to warranty and possible service. No one returned my call instead Oxford energy came to my house on 6/19/24 They showed up while I was not home and began working on the ** unit without my consent. Upon my arrival they did not discuss any warranty expiration or pricing information. They didnt even tell me what was wrong with the until I approached and asked.They told me the ** just needed refrigerant while they were already in the middle of adding it. They waited until they were finished with the service to approach me and tell me that I had no warranty. They initially told me that the price was $250 then $350 then $600. *************************, who I spoke with, would not come to a resolution with me kept asking me what do I want to do, instead of figuring out the best possible solution for the situation. His best solution was to remove the refrigerant. They trespassed my property at a later time while I was not home to remove the coolant who knows what other damage they may have caused to the unit. I was not at the property.It is truly disgusting that it has come to this. Im not around trying to look for freebies but whats right is right and whats wrong is wrong and this instance, Oxford Energy is WRONG! Especially, in the current dire weather conditions. Can you imagine coming home and finding your mother dead from a heat stroke because of the malignant actions taken by this deceitful company. The distress that OxfordEnergy has caused to me and my family is unparalleled. I have never experienced this level of unprofessionalism and mistreatment by a commercial business in my life. I received a call back from OxfordEnergy on 6/21/24 to answer my warranty concerns and the person I spoke with had no idea of what had already transpired but of course no one tried to help. Oxford Energy does not care about their customers. After I invested $15000 dollars into that company this is the treatment I get. A **** shame.

  Business response

  07/29/2024

  I am writing to you in response to the claim above. Oxford Energy did receive a call from the claimant stating she needed service in the middle of a 90+ heat wave as described above. Oxford Energy dispatched a service technician the same day as the call, as described, between 9-10 pm to her home. Upon arrival, the claimant was not home but her mother answered the door and directed the service tech to the ** unit in normal fashion. The service technician found the ** unit to be low on refrigerant and added more to make the system functional. When the claimant returned home the service technician gave the standard pricing of after hours service, not under warranty, of $350 dispatch fee, along with  the cost to add the refrigerant of $600. After the work had been completed the claimant stated she was not told up front what the fee would be. The technician contacted the general manager who spoke with the claimant and explained that her new system was installed 4 years prior and she had a 1 year labor warranty. He also confirmed that the written message from her that was received through the company website stated she needed service, and she did not call in for a quote. The claimant stated she did not realize that 4 years later with a contract that stated 1 year labor warranty that she would be charged for this service. After a back and forth with the claimant, it ended that she did not want to pay for the service, so the technicians left with no payment. To date, the claimant has not made any payment for services rendered. The accusation that anyone trespassed her property and removed refrigerant is unfounded and not true. She had a different contractor come to her home who contacted our office and stated she had a leak in her evaporator coil. This is why the refrigerant leaked out. Our office told this contractor that he could purchase a new coil under the manufacturer warranty. We, as a company, are always trying our best to be transparent and to keep our customer's journey at our forefront. The fact that this customer is unhappy will be discussed internally. Having said that, the company responded as quickly as one could hope for and performed the work to make sure they were not left with no **. The only error made was not holding the repair until the customer approved it. Which she stated she would not have given the option. Since the technician did not hold this conversation upfront, the office never sent an invoice for this service.

  Thank you and please reach out to me for any further details you may need.

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

  Director of Marketing and Customer Engagement

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