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Complaint Details
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Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Trane Heat Pump, Model No. TAYWAR0362 unit from Stanley Best Heating and Air, Inc. on May 28, 2008. On 8/23/2021, I paid for a one (1) year complete preventative maintenance program for the unit, invoice# 111367 with Stanley Best Heating and Air, Inc. Around June 2, 2022, I contacted Stanley Best Hearing and Air, Inc. to come to my house because the unit was not cooling. A technician came to the house. He looked at the outside unit and said the compressor was not working and I needed a new unit. I asked what it would cost to repair the compressor. He called his office and quoted me a price of $2,898.98 to fix the compressor. I asked him to have the company send me prices for a new Trane unit. I decided to get a second opinion. I contacted Russell & Abbott Heat and Air. They sent two (2) technicians to my house. They came inside and checked the thermostat and told me the unit was running more amps than it normally should be. They stated it could run as high as 19 amps, and mine was running 14 amps. They went outside to check the unit. They showed me a part they removed from the unit that looked like a metal vegetable can, and said it was a worn out run capacitor. I asked if they could repair the unit. They had the part readily available in their truck. The total cost for the service call and replacement part was $277.00, (copy of check is provided). I was perplexed by the difference in price of the two companies. The technician with Stanley Best company made no attempt to repair the unit. If this unit could not be repaired, I was going to have a new unit installed. Unfortunately, I have lost complete trust in Stanley Best Heating and Air, Inc. I sent Stanley Best a letter regarding this incident. He has billed me a total of $125.00 which included a service call in the amount of $85.00 and labor for $40.00. I paid Russell & Abbott for a job Stanley Best did not attempt or was not capable of repairing. I should not have to pay Stanley Best! Thank you.
Business response
06/13/2024
We have eliminated the invoice in question and have eliminated any charge from this account. The technician that went on this particular call is no longer with the company and has passed away. We are sorry for the inconvenience that Ms. ****** experienced and we have taken steps to improve our customer dispute processes so that these issues can be resolved more effectively and efficiently.Initial Complaint
01/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I hired Stanley Best to troubleshoot my HVAC system as the air conditioner wasn't working. I have following issues with this company: 1. They sent a technician to my house without an advanced appointment and charged me for the service. They texted me a technician was on his way while I was at work in the morning of 8/31/22. I was in meetings that morning and could not get home in time for the technician. 2. They charged me for the service that did NOT fix the issue that they claimed. My HVAC unit quit working after a several days so I had another company ****** ****** ** ********* *** come out to diagnose the unit, and they found it was "bone dry," quote unquote, which meant the unit was completely void of Freon. This should not have happened if Stanley Best had fixed the leak as they described in the attached invoice. I need Stanley Best to cancel the attached invoice # 114524, null and void.Business response
01/17/2023
We have discussed this matter with the customer and have come to a resolution. The customer agreed to withdraw this complaint.Customer response
01/18/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I will withdraw my complaint as soon as I receive an invoice with zero amount per my discussion with the company.
I have not received the updated invoice yet as of today 1/18/23.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.