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Woods Family Heating & Air Conditioning, Inc.

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Reviews Woods Family Heating & Air Conditioning, Inc.

Woods Family Heating & Air Conditioning, Inc. Reviews (18)

I have reviewed the response made by the business in reference to complaint ID 10876197, and find that the resolution offered "I strive for 100% customer satisfaction and  if you feel that  $75.00 is a fair price I will refund the remainder" would be satisfactory to me.  I will wait for the business to issue me a $220 refund and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
What you are saying is the exact opposite of what the service scheduler said to me.  He said that the caps were not sealing surfaces and that if it were overheated it would have leaked right away and wouldn't have lasted 3 years.  This has been my argument the whole time.  The valve was overheated when it was installed but because the caps are secondary sealing devices and they were on the leak never showed up.  I have no problem believing that the caps are there to seal and that some leakage of the o-ring is "normal".  The fact that the cap has black residue is evidence that the valve was overheated and cooked the o-ring.
Regards,
[redacted]

I am so very sorry my technician misdiagnosed your problem . I agree you deserve a full refund on your service call. I will have my office manager refund you the full amount and get that out to you . Im am also sorry no one responded to our complaint  there is no [redacted] here so I just I asked...

around and no one recalls speaking with .  If you ever have issues in the future please call my direct # @ ###-###-####  or email   [redacted]Thanks for your bussinessRick Woods

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.However, simply accepting the refund dos not change my conviction that I was very nearly conned into replacing very expensive and operable equipment at a cost of almost $8,000. Customers should be wary about dealing with businesses such as this.
Regards,
[redacted]

My service Tech [redacted] was the service man on this call. He confirmed that the compressor was locked up/ Froze up  because of a bad capacitor.  He installed a brand new capacitor on the unit and tried to get the compressor to start several times. Each time the compressor would try...

to start and then would go out on overload.  With that taking place it most always indicates a bad compressor.  We have seen situations that at a later time that if the repair is tried again that a compressor will start. It is rare that this happens but we have seen this on occasion. [redacted] is one of the best Service Technicians in the area he has worked for me 20 years. I have no doubt that the compressor was froze up while he was there on that service call and would not start for him. He would not make that up. I offer 100% satisfaction or your Money Back on any of my services and will refund Mr [redacted] his service charge.

I am sorry that Mrs.  [redacted]  feels that because she was selling her home we were not giving her the best advice.  We feel that the advice we provided would be best for all parties involved.   EPA law requires that a HVAC service technician not put  R22 Freon in a...

system that is known to leak into the atmosphere and cause damage the law has fines up to $20000.00 dollar.   Also the fact that under VA law any house being sold , that  any major problem with the home needs to be disclosed to the buyer. This problem falls under this guideline and we would not be willing to state or provide service that would make it appear that this unit is ok. The fact the other company said  that the repair would only last 2 years is not a good decision. Maybe to the seller but not the buyer. I offer 100% customer satisfaction and will refund the $89.00 that is requested. If Mrs [redacted] would like to discuss this in detail  I can be reached at ###-###-#### Rick Woods

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: We called Woods for an A/C problem, at the time our house was under a sales contract and we were 10 days from closing. The 1st man that came out wouldn't even go in the attic but told us we needed insulation in the attic and nothing else was wrong, the coolant level and pressures were fine. We almost spent $600 on the insulation but called them one more time. Another guy came out and said we have a terrible coolant leak and needed a new heat pump. He said their "comfort care team" would send someone out to give us a quote. That guy came and said our particular heat pump was under factory recall, but our warranty had long expired and the least expensive unit would be $5,560.00. Thankfully we got a second opinion since all of this was sounding fishy. All we needed was a little coolant and the system charged. A $500 fix that should last 2 years. Woods totally tried to rip us off knowing we were under the gun with the house closing looming in the near future.Desired Settlement: That others can be warned of their predatory practices.

Business

Response:

I am sorry that Mrs. [redacted] feels that because she was selling her home we were not giving her the best advice. We feel that the advice we provided would be best for all parties involved. EPA law requires that a HVAC service technician not put R22 Freon in a system that is known to leak into the atmosphere and cause damage the law has fines up to $20000.00 dollar. Also the fact that under VA law any house being sold , that any major problem with the home needs to be disclosed to the buyer. This problem falls under this guideline and we would not be willing to state or provide service that would make it appear that this unit is ok. The fact the other company said that the repair would only last 2 years is not a good decision. Maybe to the seller but not the buyer. I offer 100% customer satisfaction and will refund the $89.00 that is requested. If Mrs [redacted] would like to discuss this in detail I can be reached at ###-###-#### Rick Woods

Consumer

Response:

Our unit was manufactured before 2010, therefore, it can be charged: As of January 1, 2010 it is illegal to charge any residential hvac equipment manufactured after January 1, 2010 with R-22 freon. Units manufactured before that date can still be charged with R-22 if serviceable. If unserviceable, they may be replaced from the manufacturers existing inventory of unused/unsold units if available, of R22 refrigerant units manufactured before January 1, 2010 or the newer units manufactured after January 1, 2010 which utilize R410a freon. Units manufactured after January 1, 2010 for residential use may only be charged with R410a freon if a leak occurs.

Mr. Woods response further exposes his predatory practices. Not that our home sale is any of his business, but all aspects relating to this situation were simultaneously disclosed to the buyers through our realtor as we made our decisions.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I was told I HAD TO HAVE an OEM Compressor Motor replacement for my Lennox System which was not under warranty. After my own research and a week without AC I found out that an After Market Motor which could have been replaced two days after my initial call, is a suitable replacement. I verified my research with a non-Woods employee HVAC Tech with 40 years experience and a salesman from [redacted] here in Roanoke and both concurred with my research findings. The tech with 40 years experience saw the bad motor in the unit and said "There is nothing special about that motor any any motor that size will work". He replaced the bad motor and inside of two hours I had my AC again. I can only speculate that ether the Wood's Tech's do not know how to install motors outside their comfort zone or Wood's is getting kickbacks from Lennox. I saved about $200.00 just on the cost of the After Market motor and it is doing fine. I feel like I was ABOUT to be gouged and I was lied to or these people are not as knowledge-able as the consumer is led to believe. There is indeed some reason they were pushing a more expensive motor. I went in to cancel my service call today and the receptionist was very dismissive They get one star more than I wish to give them. Wood's... you and I are done.

Edwin R.

Review: My heat pump went out. Woods "service" man said a capacitor was bad and this caused the compressor to freeze up. I wrote a check for $89 ( which I am now contesting). His Rep came later in the same day and quoted me a price of $7986 as necessary to restore my heat and air. I contacted the company that originally installed my heat pump and he came at 7 PM that same day. He replaced the faulty capacitor and my system was then, and remains. still working well.

I am requesting a refund of $89 for NO service, but instead was deceived in a manner which borders on criminality.

I have Wood's documents to back up this claim.Desired Settlement: Refund $89 and Stop conning customers

Business

Response:

My service Tech [redacted] was the service man on this call. He confirmed that the compressor was locked up/ Froze up because of a bad capacitor. He installed a brand new capacitor on the unit and tried to get the compressor to start several times. Each time the compressor would try to start and then would go out on overload. With that taking place it most always indicates a bad compressor. We have seen situations that at a later time that if the repair is tried again that a compressor will start. It is rare that this happens but we have seen this on occasion. [redacted] is one of the best Service Technicians in the area he has worked for me 20 years. I have no doubt that the compressor was froze up while he was there on that service call and would not start for him. He would not make that up. I offer 100% satisfaction or your Money Back on any of my services and will refund Mr [redacted] his service charge.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.However, simply accepting the refund dos not change my conviction that I was very nearly conned into replacing very expensive and operable equipment at a cost of almost $8,000. Customers should be wary about dealing with businesses such as this.

Regards,

I would like to personally thank everyone at Woods heating for installing a great new heat pump system for our home. The sales rep, [redacted], the scheduler, [redacted], the installers [redacted] and the start up tech, [redacted] were all very professional, friendly, knowledgeable and neat in all aspects of the installation. And the best part, the unit started the first time it was turned on with no problems. Everything was explained to us about how the system worked to insure we understood what to expect from this unit. We did get a couple of estimates and while Woods was a little higher, I am so glad we went with them because I feel we got both an excellent system, and the installation was great. I know there are a lot of good companies doing this same thing, but I would and have personally recommended Woods Heating when considering replacing your existing system. To everyone involved in our install, thank you.

Review: The exact nature of the complaint is not listed. I hired the company to install a new air conditioning system as the old one was 30 yrs. old & not operational. Because of either incompetence, rushing the job, or carelessness, the workmen damaged my front door (by not fully opening it while moving heavy equipment into the house), ripped ceiling drywall in several rooms while installing replacement vents, caused water damage to a ceiling, and broke a [redacted]ing fixture. All of the damage occured during installation on May 5-6, 2014. Also, a newly-installed wall vent was damaged but I was able to repair it myself. I repainted the door myself and workmen replaced the weatherstripping.

I called the company immediately in order to tell them about the damage. I also emailed numerous photos. Workmen were sent out in a timely manner but each time they came the damage either increased or was not done properly. They were sent out at least three times, and each time repairs were not completed.

The customer service man came out today once again. I explained to him just how angry I am - not only because of the damage caused to my home, but also because I have wasted so much time at home waiting for and staying with the repairmen when I should have been at my office. Approximately a month ago I even called one of the company owners to express my frustration with his company and to stress how much valuable time I have wasted because of his employees. Obviously my call made no difference. I told [redacted], the customer service rep, that I was going to file a complaint because the company's owners are not concerned with problems such as mine & care only about their bottom line.Desired Settlement: I would also like the repairs to be made in a competent manner.

The total bill was $6385.00. I have paid $4692.50 to date. I paid $3000. initially and was to pay the balance upon completion. Since the damage occured and has not been repaired,

I was asked to pay 1/2 of the balance due, which I did today.

Because of this unbelievably incompetent service, and particularly because of the untold hours I have spent dealing with the company's employees who have created the mess in my home, I would like

$1,000 taken off of my bill.

Consumer

Response:

From: [redacted] [mailto:[redacted]@gmail.com]

Sent: Monday, July 07, 2014 10:32 AM

To: Info

Subject: Re: You have a new message from the Roanoke Revdex.com regarding complaint #[redacted].

To Whom it May Concern,

I would like to adjust the "desired outcome" portion of the complaint which I filed on July 3. Because of the inability of Woods Family HVAC employees to repair the damage to my home, I would prefer to simply hire someone myself to do the necessary work in a competent manner. [As I stressed in the complaint, these workers just made things worse each time they came out.] I will pay them out of the $1000. I have requested.

Business

Response:

Mrs.

This

is the first I have heard of your problems. I am concerned about taking care of

you. You are correct that the repairs need to be done by a professional. I have

a professional painter and drywall company ready to come to take care of these

issues for you. Let me know if this is satisfactory with you and I will arrange

for this to be taken care ASAP.

Thanks

Rick

Woods

###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It troubles me that Mr. Woods has not heard of these problems previously. I have been in almost constant contact with [redacted] and have called one of the owners as well to complain (my concerns to the company have been consistently relayed ever since the damages occurred in early May!). In addition to all this frustration, workmen - FROM Woods Family HVAC - have been sent to my house several times to "repair" the damage. Each time the damage was either made worse or not repaired at all. Unvelievable! It is impossible that the company was not aware of this!

I am unable to decide which aspect makes me angrier - the frustration with dealing with this or the many, many hours I wasted staying home with the workmen while I should have been at work! I refuse to have additional work done on my house sent from this company.

Business

Response:

Mrs

I only desire that we get your situation taken care of. I agree to your

resolution to remove the desired amount $1000.00 from your bill. I spoke with

Phillip who was in charge of your job about your situation and why I was not

made aware of your concerns. He said I felt I could handle the situation

without bothering you.

If

you would like to speak to me personally feel free to call my Cell#

###-###-####

Rick

Woods

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Due to the damage caused by the installers in addition to the incomplete installation of the air conditioning system, I would like to be certain that the guarantees which apply to the system are

still applicable to my new heat pump, CBX25 Air Handler, and other equipment placed into my home in May. I am quite concerned about the viability of the system because of the multiple problems

which have occured. Since installation (5/6/14) it has been in operation less than 45 minutes (total) due to my concern of additional water damage to my daughter's bedroom ceiling. When Mr. [redacted], Woods Family's technician, returned to my home in June to inspect the damage and the attic unit, he told me that he could not determine the cause of the damage (speculating that perhaps the installers spilled a coke, coffee, or other liquid), but pointed out that the installers had also failed to prime the heat pump thus not readying the system for actual use. Mr. [redacted] then prepared the system correctly.

I hope that you understand exactly why this has been such a negative experience.

Thank you.

Review: We called Woods Heating to inspect our furnace that had gotten wet from flood. They said it needed several parts so they installed a 150 BTU instead of 160 BTU. We did not have heat for Nov. Dec. Jan only electric heaters in our bedrooms. They said that they had ruptured lines and ask that we remove items in garage after getting neighbor to help get items outside-they decided that they didn't rupture lines. County inspector said they didn't have (2) wires connected properly. They changed (4) thermostats to (7)-but didn't solve problem. I have had only one main floor-(bedrooms, bath, den-No Heat)

I last called Woods on Feb.17th No ResponseDesired Settlement: This problem has caused physical pain and much stress! I ask that this furnace be removed with $5260.00 be returned. I no longer have confidence in their ability to provide heat-with No Results after 3 months and 8 visits!

Business

Response:

Mrs

[redacted] contracted the Woods Company to install a Gas Boiler on 11/11/13. The

contract price to replace the boiler $5980.00. The contract also provides

for payment in full upon completion of job.

The

contract has provided a 5 year warranty on all parts and a full 1 year labor

warranty. The boiler was installed on 11/19 and competed on 11/20.

The

Woods Company Purchased a Mechanical Permit from Roanoke County . The Boiler

was inspected by the County and the install has passed inspection.

Mrs

[redacted] has fallied to honor her end of the the contract and has not paid in

full. There is an outstanding balance of $1312.96 that is past due.

Upon

full payment the we will honor the warranties in this contract .

Rick

Woods

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please see attached.

Regards,

Business

Response:

Everytime we have been there the boiler has been operating correctly. It was operating correctly whe it was inspected by Roanoke County . I suggest we have the manufacture inspect the job.

so I have contacted the Boiler Manufacture. [redacted] They are willing to

send a representative to the job site and inspect the Boiler they will verify

if the boiler is installed correctly and passes code. And is fully

operational. I can arrange this at Mrs. [redacted] convenience.

Thanks

Rick

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In my previous response my complaint was that the thermostat controlling bedrooms and bath does not work. The thermostat worked for a week or two and they quit working. Woods Heating did not state the facts correctly concerning the installation of furnace in my home.

They were asked to elevate the furnace like the previous one – having a space between furnace and cement floor. They said they would come back and fix it correctly. As stated previously they did not wire the furnace correctly according to the inspector that advised them of this problem. Woods came back again to correct the problem and while here admitted that the thermostats had been wired incorrectly and proceeded to rewire them. This company representatives have been to my home numerous as many as eight times – one time with four men. I am very displeased with the service rendered and find this faulty workmanship is very inconsiderate of me as a customer.

Woods Heating knew before they began work on furnace in my home that the contract was from [redacted]. Their complaint that I have not paid them is because [redacted] told me not to pay until the furnace was working properly. On Dec 31st 2013 – Woods had not turned the gas on the furnace and came by and said if he did not get pay from me he would not get paid if he did not get rest of money.

I want this furnace removed from my house and get full refund for the inconvenience they have caused me.

This work started on Nov. 17th 2013 and as of April 14 – 2014 we still do not have heat in our bedrooms and bath.

[redacted]

Business

Response:

I have a appointment lined up with Mrs [redacted] and [redacted] from [redacted]. It is set for May 20th at 10 am. I will keep you posted if any thing changes

Thanks

Rick Woods

Business

Response:

I went to the address below with [redacted], We first met with the Daughter [redacted]. I asked [redacted] what the concern was with the heating system. She said that the Boiler was working fine, but that there was a zone that was not heating. I repeated the answer to her. That she had said the boiler was operating fine but it was one of the zones that was not heating. She said yes. The other zones worked ok. She said yes. While I was there [redacted] turned the T-stat up to the boiler and I watched it cycle on . He then turned the T-stat back down and I watched the boiler cycle off. I found no issues with the boiler and its operation.

I explained to [redacted] that [redacted] was not responsible for the existing piping distribution (zones) performance. That we were there to address any concern with the boiler itself. Seeing that they did not have a concern with the boiler, there was no need for us to be involved. Ms. [redacted] then joined us and I briefly explained the same thing to Her.

[redacted] Rep

Business

Response:

I went to the address below with [redacted], We first met with the Daughter [redacted]. I asked [redacted] what the concern was with the heating system. She said that the Boiler was working fine, but that there was a zone that was not heating. I repeated the answer to her. That she had said the boiler was operating fine but it was one of the zones that was not heating. She said yes. The other zones worked ok. She said yes. While I was there [redacted] turned the T-stat up to the boiler and I watched it cycle on . He then turned the T-stat back down and I watched the boiler cycle off. I found no issues with the boiler and its operation.

I explained to [redacted] that [redacted] was not responsible for the existing piping distribution (zones) performance. That we were there to address any concern with the boiler itself. Seeing that they did not have a concern with the boiler, there was no need for us to be involved. Ms. [redacted] then joined us and I briefly explained the same thing to Her.

[redacted] Rep

Review: Woods was called to diagnose lack of heat from heat pump . Tech arrived 1/26/16 2:30p.m.. His diagnosis as to heat strip damage was completely incorrect . Electrical tests with meters would have shown a wiring issue ( lack of current, not damaged heating coils)as Woods tech stated. First a simple Ampere , then voltage test would have confirmed this . Woods tech wrote a repair order and he listed the damage as needing a new heat strip unit. That misdiagnosed for future repair is extensive and very expensive, as the labor would been out of my pocket. Woods was paid total bill charge of 89.00 for 1/26/16 service call by personal check # 312 the day of service to the technician upon his leaving. I called in another certified Trane HVAC company to confirm Woods' diagnosis, as the repair was to be very expensive. The technician within 10 minutes ran an Ampere test on the system. That follow up tech knew there was a lack of current pressure indicating connectivity issues to components . Further electrical meter readings showed inactive relay(s) current, that would need to be resolved (before) heat strip coils could be diagnosed as damaged and needing replacement . A simple 24 volt line relay connection would have activated the relays . This was performed connecting two 24 volt wires, energizing relays, that had not been originally connected and obvious visually to any tech . Simple connections were made and relays activated and coil strip elements then worked perfectly. I called Woods on 2/3/16 to ask for supervisor, office mgr. [redacted]? said she could handle complaints . Complaint was lodged and I requested call back for resolution . As of today 2/8/16 no one has called or left msg on answering machine. I want a refund of my service charge of 89.00 . Thank you.Desired Settlement: I do not want any other service from Woods . I request a refund .

Business

Response:

I am so very sorry my technician misdiagnosed your problem . I agree you deserve a full refund on your service call. I will have my office manager refund you the full amount and get that out to you . Im am also sorry no one responded to our complaint there is no [redacted] here so I just I asked around and no one recalls speaking with . If you ever have issues in the future please call my direct # @ ###-###-#### or email [redacted]Thanks for your bussinessRick Woods

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Woods Family Heating and Air Conditioning, Inc. has performed a great service to me and my family. The sales staff was friendly, knowledgeable, and professional. The technicians were on time, professional, and friendly. I bought a new Trane A/C and Heating system, and all of my questions and concerns were answered beyond my satisfaction. I highly recommend this company. You may pay a little more, but you will be glad you did. This company receives an A+ rating from me so far. Thank you Woods family!

Review: Woods installed an air conditioning unit improperly in my home. I spent several thousand dollars. It's been an on going battle with them to just fix what they did. They refuse to help. The unit they put in started leaking thru my ceiling causing thousands of dollars in mold damage that I had to pay out. I had a warranty and they did not uphold to it.Desired Settlement: Ultimating I just want what I paid for. Heat and air for my children. And to not have to keep paying for their mistake

Business

Response:

We installed a Heat Pump system for Mrs. [redacted] in DEC of 2010. The system was installed to code and to Trane specifications. Mrs [redacted] has a warranty on her system . This warranty covers parts and labor to repair defective items It will not pay for filters or routine Maintenance or cleaning.

I have a copy of her warranty available if needed, It details what is covered and what is not.

On 1/03/12 we received our first service call. It was a no heat call . A service man was sent and found that the unit had a stopped up Air filter. We replaced the filter and advised Mrs [redacted] to keep an eye on her filters in the future. The service Tech explained to her that this was her responsibility . And that her Trane warranty will not pay for that service . We did this service call free of charge.

On 8/7/12 we had a second service call. Service Tech again found a Stopped up filter causing the unit to freeze up and leak water. Tech advised customer to replace filter every 30 days. Again this service call was not covered under her warranty. We charged the customer $89.00 for the service call.

On 7/1/13 we responded to a third Service Call. Service Tech found a blocked up filter and the coil very dirty . He advised the customer that at this point the coil was so impacted with dirt the coil would need to be removed to be cleaned properly. He advised her that the cleaning was not covered under warranty. He gave her the price for the Coil removal and cleaning.

I contacted Trane this week concerning her warranty. And Trane again confirms that her warranty will not pay for Filters/Routine Maintenance or cleaning of the System.

We contacted Mrs [redacted] on 7//17 and explained to her what is covered and what is not under her warranty and she now understands that the coil cleaning is not covered by the warranty. She has scheduled us to clean her coil on 7/25/14.

Thanks

Rick Woods

Review: October 20, 2015, I had an appointment for Woods Family Heating and Air to come to my home and service my oil boiler. The company sent [redacted]s to perform the service. I advised [redacted] that my oil boiler was leaking water at times and the last time this happened I had to replace the expansion tank. After inspection [redacted] determined the bladder in the expansion tank was ruptured and I would need a new expansion tank. He said it would not be a problem to replace since he had one in the truck with him. Once [redacted] completed the service he advised me I owed $449 ($154 1x oil boiler tune up and $295 for EX-30 Extrol Tank). I advised this seemed high for the tank, as I recalled a few years back when I replaced the tank the price was considerably lower. He said "his" book showed price of $340.00 and he gave $45 off to make the price $295. I did not question him any further and handed him check for $449. Later in the day I checked the exact same expansion tank model on-line and found the price to fall in about the $40 range!! I called Woods the same day and asked the young lady that answered that I wanted an explanation of way I was charged $295 for a $40 part. She took my information and said someone would call me back no later than the next morning (Wednesday). I received no call back Wednesday. I contacted Woods again on Thursday and advised the young lady that answered that I did not receive a followup call the day before. She placed me on hold and a few minutes later she came back and proceeded to tell me that the service tech quoted me the price from his price book and even gave me $45 off. I advised I understood that he quoted me from his price book, but I wanted to know why I was charged $295 for a $40 part? She advised that he quoted me the price up front, which I corrected her and advised he did not. I was only advised that he had one in his truck. She apologized and said he should have quoted me up front, but he did give me a $45 discount and she would pass my complaint on. This is a very unethical business practice (price gouging) and needs to stop and other consumers be aware.Desired Settlement: I know I would pay a bit higher than list price for the expansion tank, but nearly 800% higher than list price is unethical especially when the service tech did not follow his own company policy of quoting the price before installation. I would expect the outcome to be 1 of 2 things. First, have Woods come and get the new expansion tank and refund me $295 or secondly provide a refund of $220

Business

Response:

Dear Mr [redacted]

It is very hard for someone on the outside to understand the

total cost of service. It is even hard for me after 30 years. The Quoted price

for the expansion tank is the installed price it is not just a charge for the part. We do sell parts uninstalled at our place of

business. Well below the installed cost.

Please consider the following

Not

only do you have the wages of the Service Man you have the benefits that

go along with that. I hire only the best and pay the highest wages in the area.

. Along with that I pay 100% of employee’s health insurance. I provide

paid weekly training, Paid Holidays and Vacation. Company Uniforms Etc. I do more for my

people than any other local HVAC company.

Behind

the Service Man in the field I have two Dispatchers handle incoming calls

and the coordination of the men in the field. They too enjoy the same benefits Package.

Also

to support them I have a parts man that keeps their trucks fully supplied.

In

support of all these people I have an accounting department to do payroll/

pay for supplies keep accurate records for taxes and other legal and

government obligations.

A

clean and well stocked vehicle is expensive as well. $20000.00 of stock. Lease Payment, Some

days they can go thru $100.00 in gas for 1 truck. Add to that insurance. Wear and

tear/ deprecation. What

does that truck cost a day I

sometimes wonder.

Then

you have the cost of the parts and any warranty’s you offer. .

Since we give a 1 year labor

warranty on the tank that has to be

factored in the price of the service .

Then

you have to carry insurance incase for example the tank ruptured and

flooded your house.

The price of

a service call goes way beyond the cost of a part as you can see . It is very hard to be profitable in service

with all the hidden costs.

Because of the complexity of

Service Pricing, many of the top company’s in the USA subscribe

to a Pricing Service ‘ They provide you

with Service Pricing based on USA averages

with all of the above factored in. We

have been using this for a few years and are satisfied for the most part. And

this average pricing was used on your service call.

It appears from you letter that

you were very happy with our service and it was only the pricing after the fact

that has you disappointed.

I strive for 100% customer

satisfaction and if you feel that $75.00 is a fair price I will refund the

remainder.

If you

would like to call and discuss any of this

on the phone with more details please

call as sometimes emails are difficult

to read they may seem insensitive Etc. . My cell # [redacted]

Thanks

Rick Woods

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10876197, and find that the resolution offered "I strive for 100% customer satisfaction and if you feel that $75.00 is a fair price I will refund the remainder" would be satisfactory to me. I will wait for the business to issue me a $220 refund and, if it does, will consider this complaint resolved.

Regards,

Review: My family moved into our house on January 25, 2016. Upon using the heat in our house we noticed that the auxiliary heat would come on more often than it should have. When we had our first warm day we tried to use the air conditioner and the evaporator began to freeze up. The heat pump was installed in 2013 by Woods. I called Woods to come out and determine what the problem was. They came out on April 7, 2016. He determined that the unit was low on refrigerant and proceeded to check for leaks. After some searching he found that the evaporator was leaking and quoted me a price for replacement. I told him I was going to get some other quotes before I made a decision. I had 2 other quotes. One of the companies came out to verify that it was only the evaporator that was leaking. Upon searching he found that the evaporator was leaking but also that the low pressure service valve was leaking. When he took the cap off the top of the valve there was a "whoosh" like when you remove a cap off of a soda bottle. Also the inside of the cap was black. This is an indication that the valve was overheated when it was installed, causing the o-ring to fail. I called Woods on April 19, 2016 to discuss this with them. He said he would look into it and call me back the next day. By 3:00 the next day I had not heard anything so I called them. He said that they would not cover the labor or parts citing that it was impossible that the valve was overheated when it was installed. He also said that if the valve was overheated that the refrigerant would have leaked out sooner. The refrigerant was not leaking out because it had the cap on it the whole time, this is one of the cap is designed to do. The cap has a knife edge seal that when tightened it will seal very good, much better than other seals actually. This explains why there was a "whoosh" when the cap was taken off, it was holding back the pressure and when the cap was loosened the gas escaped. This is an EPA regulation that the valves must be kept on the valve for this very reason. I told the service scheduler that I would like to speak with someone in charge but he would not transfer me. I tried to explain the cap seal to him. He said he was not a technician and he did not understand how any of the stuff works. I told him that I wanted to speak with someone who did. He said someone would call me back. By Monday April 25. 2016 I had not heard anything so I called back. The service scheduler said he was working on it and that he would call me back. He did call me back on April 26, 2016 and asked what valve it was that was bad. I told him it was a 3/4" suction valve. He said he was working on it and he would call me back. Again I did not hear back so I called on April 27, 2016. He said he tried to convince the owners but was unsuccessful. He said they could send a technician out to look at it but no matter what he saw that they would not cover it. I then asked to speak with the owners and he said that I could not speak to them and they would not change their mind. I then advised them that I would be contacting the Revdex.com if I could not speak to anyone else.Desired Settlement: I would like Woods to replace the valve that they overheated when they installed it and recharge the system. Woods needs to stand by their workmanship. I understand that they must be skeptical but this is pretty blatant. The cap is black from being overheated. People make mistakes and this is what happened in this case. I am a machinist by trade and if I mess something up and it's obvious I make it right at my cost, even if I had done the work 10 years ago. People use Woods because they are a "family" company for reasons like this, so they can take care of customers in ways a large corporation cannot.

Business

Response:

First of all this is a complaint for something that was done for another person. The person who we did the work for had a 1 year workmanship guarantee they had no issues or complaints with our workmanship.I would like this complaint removed. For the following reasons. 1) Most all service valves have leakage with the caps removed. This is the reason [redacted] and other manufactures have caps on the service valves. The caps are the final seal in a service valve design . And are absolutely needed to be the final seal in a Service valve. I have contacted the [redacted] factory representative Mr [redacted] and this information came directly from [redacted]. His words are that a Valve with the Caps installed correctly that does not leak is a Non Issue! And the valve should not be replaced. We leak checked the system and as Mr [redacted] indicated the valve is not leaking with caps properly installed. This complain has no merit as this is a non issue.Mr [redacted] is welcome to call me to discuss further. ###-###-####Rick Woods

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

What you are saying is the exact opposite of what the service scheduler said to me. He said that the caps were not sealing surfaces and that if it were overheated it would have leaked right away and wouldn't have lasted 3 years. This has been my argument the whole time. The valve was overheated when it was installed but because the caps are secondary sealing devices and they were on the leak never showed up. I have no problem believing that the caps are there to seal and that some leakage of the o-ring is "normal". The fact that the cap has black residue is evidence that the valve was overheated and cooked the o-ring.

Regards,

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Description: AIR CONDITIONING CONTRACTORS & SYSTEMS, AIR CONDITIONING REPAIR, VENTILATING CONTRACTORS, AIR DUCT CLEANING, HEATING CONTRACTORS, HEATING & AIR CONDITIONING, DUCT CLEANING

Address: 86 Lee Highway, Roanoke, Virginia, United States, 24019

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