ComplaintsforGarner Heating & Air Conditing

• Initial Complaint

  08/17/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with Garner Heating and AC, because they seemed thorough in their assessment. They were not the cheapest provider. They were actually one of the more costly solutions. However, the salesman gained my confidence. One day before the install the salesman told me the unit was damaged in transport to their warehouse. Therefore they would need to reschedule for the next week. I didnt hear back from the salesman for a few days so I texted for an update. He said he would call me in ************************************************************* that the unit I wanted was now on back order and would not be available until September (this would be about a month and a half from the original contracted install date. This is completely unacceptable. I have quotes from two other companies that I had informed I would be using Garner. For this grave of an issue I would have expected to hear from someone higher ** in the organization. I would have expected someone to bend over backwards to try and make the situation right. Additionally if the manufacturer shipping company made the error. Garner shouldve held them accountable for a replacement and cost reduction for the trouble caused to me the customer. No such offer was made. Instead the sales rep stated he could downgrade my unit from the carrier brand and could install the lesser unit. How is this a good solution?

  Business response

  08/17/2022

  With the current climate, we are unable to get certain equipment in a timely fashion. In our industry, there is one supplier that offers the equipment ************** wanted and he was unwilling to change to other equipment that we offered. For this reason, we are at the mercy of the supplier and how quickly they can get us equipment. 

   

  Through our due diligence, we were able to locate the equipment and had them ship it in from another state. When the equipment arrived, it was damaged so we called ************** to let him know. We were in constant contact with not only our supplier but ************** as well throughout the entire process. 

   

  Unfortunately this is a circumstance of unfortunate events beyond our control. I spoke with ************** this morning and offered to upgrade his system to a better system at cost. He then told me he wanted money off for his inconvenience. I explained to him that had this been our fault, I would have gladly gave him a discount but since it was out of our control and we did nothing wrong, I was not going to be able to offer him a discount. 

  Customer response

  08/17/2022

  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.
  
  Regards,
  
  *******************

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