Great Mills Heating & Air Conditioning

Review: We had a new Carrier Heat Pump put into our home by this company two years ago in August 2011. They have had to make 3 service calls for various reasons (not seasonional maintenance) for repairs since we had this unit put in. This past one which took place under warranty was on Oct. 2, 2013. The air conditioning wouldn't come on. The company replaced a switch that was under warranty. The cost for that was $64.00 which was covered. Right next to that number the serviceman wrote a number of 54.00 under the amount column with no explanation. Under the total amount of materials column on the bottom of this sheet it says Total Materials 54.00. The next section is for the labor which has Service Cell written in it and then 99.00 under the amount section. The total labor cost shows $99.00.

On the far right hand side of their worksheet they show under the summary of work done Total Materials 54.00 and Total Labor 99.00.

Now we have a 5 year Maintenance Agreement that was purchased with the Carrier Heat Pump when we purchased the unit through Great Mills Heating and Air Conditioning to cover all warranty parts for 5 years. So all parts should be not charge under this agreement.

Lisa Aug, the owner's daughter, is telling me via the telephone conversation on October 4, 2013 that the $54.00 is not for any parts but is for a labor charge to order the part and so on. In no way does this reflect on our paperwork, nor was this relayed to us via any conversation regarding labor charges. Its almost like they are trying to bill us twice for the labor charge to get the monies back for the part (double billing for the part once through us and through the Carrier Company).Desired Settlement: I would like a change in the way they write out their bills so other people don't have to feel like they are being cheated or double billed for labor or something that is under warranty.

I will be happy to submit a copy of the invoice for you to examine if you so desire.

Business

Response:

Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411 K Street NW, 10Th Floor Washington DC 20005-3404

To Whom It May Concern:

OCT 2 1 2013

My office received a phone call from the [redacted]'s on Wednesday October 2, 2013. The told my secretary they had no air conditioning. They were told there would be a diagnostic fee to have my service technician and truck to come to their home and find out what the problem was. We installed **. & [redacted] heat pump on August 2, 2011 They signed a maintenance contract on July 11, 2013.

My service technician told [redacted] that the contactor was bad. The part was under warranty, not the labor to install the part. **. [redacted] gave the authorization to replace the warranty part. The next day **. [redacted] called me and questioned his invoice. I explained to him that the part was under warranty not the labor to install the part. **. [redacted] indicated to me that he understood and that was fine.

On October 4. 2013 I was contacted by [redacted] in reference to the invoice. I explained the service call that was perfomed at her home the prior to [redacted]. She told me that she wanted to talk to [redacted] in reference to this situation. I told her I would leave a message for him and have him return her phone call when he came into the office.

[redacted] called an additional times that day and was told [redacted] had not been in the office that day. He was out of the office on other jobs. I then received a letter from the Revdex.com on Tuesday, October 8,2013.

I feel that we did everything we were supposed to do. The charge were explained to everyone at the time of service.

If you should have any questions, please fee free to contact me at ###-###-####.

Respectfully yours,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The statements from the company are totally untrue. First, my husband was not contact by phone or otherwise before or during the installation of this part. When my husband had made the appointment for the person to come out and look at our unit the person on the phone said "They would have to come over and look at it." Nothing was ever stated to him about any type of charges being charged to us for them even to come over to our house over and above a labor cost or we would have never agreed to this in oral or written agreement in a contranct or other. That is a total and unsatisfactory business ripoff. Then the 2 individuals that did show up at our door did so when our adult daughter was home. She stated they made no contact with her other than they were there for at the maximum 15 minutes and then knocked on the door and handed her this bill. My husband was the one that called them the following day to asked about the charges on the bill and when he did not get any where with these people then I tryed and also was not given a respectable response.

If you actually look at the copy of the bill in which we are putting in this complaint about it looks as if we are being charged two labor charges to make up for a part that was suppose to be under warranty. This unit is not that old and has been well kept up with cleanings and yearly maintenance.

We believe that even though this is not a great amount and that we can certainly afford it, it's how many other people are getting taken by this company because they just don't care anymore.

Regards,