A & S Nathan Heating & Cooling

Review: Took out a heating contract with company and sent technician to perform service. Two weeks later I do not have heating. Called at 7.00 in the am to be told they had a technician in the area between 10.00 and 2.00. My husband works from the house and technician supposedly arrived at 10.00. Would not get out of car because of the dog so company called the house phone and not my cell phone which was the number I had given in the am. They sent the technician away ... when I called to see when he was arriving they said they were going to charge me $75 for him to just come out, $125 for his hourly charge and then parts on top because now this was not part of my service contract. They are very unprofessional and when asked is they would just do the right thing for customer relations the owerer said no. I would not use them again ...they are crooks. When initially asked about the contract they tell you one thing and then when you need to call them out they tell you a different thing and then tell you to read the very small print.Desired Settlement: They can refund me my service contract minus the cleaning fee. Too late for them to make right ....I will not use them again, not recommend to anybody and I have gone to a different company to resolve. I told them I had 4 children and they did not care if we had heat or not .... all about the money. Hope Karma looks after the owner of this company.

Business

Response:

Website Complaint Response:

I will attempt to address your complaint line by line. When you called my office you reported no heat in one zone which is clearly not covered by your contract and this was explained to you in detail. You were then given a 10 a.m to 2 p.m appointment window.We arrived at 10a.m as promised. your dog would not allow my tech.to get out of his truck. You stated your husband works from home...we called your home twice before leaving. The $75.00 fee is for a missed appointment. My technician wasted approximately 40 minutes between drive time and waiting in your driveway. I cannot absorb that loss which is no fault of my own.You can disagree with this but it is our policy.As far as you calling us crooks..this is laughable. We pride ourselves in keeping our customers happy. We also donate to more charities and spend more time helping the less fortunate in a year than most people do in a lifetime so I resent that. And for you to wish bad upon us thru karma speaks volumes in regards to your character,and you are certainly someone we would never wish to do any sort of work for in the future. As far as your desired settlement, you asked for the total of your contract minus the cleaning fee. my offer is the total of your contract (289.00) minus the cleaning (169.00) and minus the trip fee (75.00) so I will gladly refund a grand total of $45.00. I anxiously await your response. Merry Christmas [redacted]

Sent on: 12/16/2013 4:26:34 PM

Consumer

Response:

Review: [redacted]

I am rejecting this response because your technician did not arrive at 10.00 as stated. My husband was at the house from 10.00 to 2.00 that day and did not see of hear your technician come up the driveway and his office looks out over the driveway and he would certainly of heard the dog barking. Your office did call the house number because that was the number you had entered into your system from the summer when you came out to an air conditioning call. When I signed up for the service contract I had given you my cell phone number and I had also given that number not the house number as the call back number when I called to report a problem with my heating system that morning. It was also on that cell phone number that your office called to confirm the window time of between 10 - 2 and was also informed that the technician was going to be in [redacted] that morning so I think the 45 minutes of wasted time is exaggerated. There was also nothing in the service contract that I signed that stated there is a $75 trip charge and nothing that stated a labor charge of $125 per hour which I think is ridiculously high.

Review: cll that business in the morning we used them 3 time prior to do a simple cleaning filter for the boiler the lady on the phone quoted me 150$ they tole me they can even come today if its more convenient (this is a secondary boiler not primary )I ask her if the price would change she told me "no that includes part and service "the gentlemen show up on time stay about 20 minutes fix the classic filter clean parts business .And handed me a bill for 194.62....I told them that was not the price quoted the woman surpevisor came on the line told me how she must have made a mistake .....ok I fail to see why I have to paid the difference she become very defensive didn't disclosed her name tod me"price is this that's that ...."I would never used this company again they where never apologizing for there misquote its bad business and dishonest .I paid under protest and she didn't care to loose a client a simple sorry and a little adjustement would have been better.very bad customer service

Account_Number: XXXXXX

Desired Settlement: I would like a letter of apologies from this women and the difference between what was promess and what was bill wrongly

Business

Response:

Business Response /* (1000, 5, 2013/06/10) */

This problem was brought to my attention Friday afternoon via email from complaintant.Customer had run out of fuel and was quoted 125 labor plus whatever parts were needed. the total was roughly $190.00 customer felt he was quoted 150.00. I feel this is a simple case of miscommunoication and I expressed that to the customer thru email. I also told customer as a good faith effort I would gladly send him a $40.00 check and apologized for any confusion. I dont understand why any complaint was filed ...I was under the impression that we had reached an agreement.My offer to customer still stands please advise on how to proceed.

Took out a heating contract with company and sent technician to perform service. Two weeks later I do not have heating. Called at 7.00 in the am to be told they had a technician in the area between 10.00 and 2.00. My husband works from the house and technician supposedly arrived at 10.00. Would not get out of car because of the dog so company called the house phone and not my cell phone which was the number I had given in the am. They sent the technician away ... when I called to see when he was arriving they said they were going to charge me $75 for him to just come out, $125 for his hourly charge and then parts on top because now this was not part of my service contract. They are very unprofessional and when asked is they would just do the right thing for customer relations the owerer said no. I would not use them again ...they are crooks. When initially asked about the contract they tell you one thing and then when you need to call them out they tell you a different thing and then tell you to read the very small print.