ComplaintsforTitan HVAC Inc.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Titan HVAC Date - 12/5/22 Amount - $125 What the business committed to provide - promised a 30 day guarantee, they are unwilling to come out without charging a second service fee to diagnose the issues and determine whether or not it is related. He said 99% it has nothing to do with the initial issue. When I asked how does he know that, he said because it worked for the past 30 days. I said but now it’s not and you have a ‘guarantee’ on your service. He said ‘maybe we’re not the right company for you’ I said why because I’m asking about the 30 day guarantee? He said it’s not the same problem. We went around in circles until I said I’d like someone to come out and he said ‘we’re going to invoice you’. At which point I ended the call. Invoice number - ****** ******

  Business response

  01/09/2023

  On January 6th 2023, ***** ******* called to report she had no heat. That the furnace was making a clicking noise. I told her I could get a technician to her house that day, that it would be $125.00 for us to come out. She said we were there on December 5th 2022, and that she had had a power surge. She felt she needs a new furnace and that she wanted us to write up something that this new service call was related to the power surge back in December, so the insurance company would cover it. I explained we would need to perform a diagnostic on the furnace and see what was wrong, that we would go from there. She did not want to pay for another diagnostic fee. She felt that since we were there in December that there should be a warranty on our work. I did explain, that Titan does have a 30-day warranty on the repair. On December 5th the technician found that the furnace did not have any power. He found the low voltage fuse was blown. He replaced the fuse, checked all motors, capacitors and igniter and found no other issues at that time- the technician cycled the furnace multiple times and the furnace responded every time. I tried to explain that since the furnace did not have power on December 5th and that today the furnace is clicking and has power that it is a different problem. She refused to listen that it was a different problem and hung up on me. A half hour to 45 minutes later, she called back to inform me she has another company coming out to look at the furnace, but that she still felt we should come out for no charge. I explained that the furnace has worked for over 30 day and in extremely cold temperatures below zero. I explained again that it would be a different problem. Eric was in the office and heard my end of the conversation and said he would talk to her. Eric also tried to explain that it was 2 different problems. He explained it that it would be the same scenario as taking your car in for repair and having the alternator changed, then a few weeks later the water pump failed. It is 2 different problems. He did offer to send a service technician out but that she would be responsible for the diagnostic fee. She just could not understand that it was a different problem and that it had been over 30 days.     

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