Action Heating & Air Conditioning

$for a $breaker Did not trustDo not use them

Our technician came out Friday evening and inspected the customer’s equipment As per the customer’s complaint, their filter was dirty & their drain was cloggedOur technicians do occasionally make mistakes diagnosing service issuesOur initial diagnosis was the outside condenser wasn’t working due to an internal over load/lock-out and needed to be replacedWe are sorry that we misdiagnosed their service issueWe do stand behind our service & when a customer is not happy with our service we refund their moneyIn this case, our technician came out after hours & the customer’s credit card was not run the next day since they called our office to express their dissatisfaction with our initial diagnosis before their credit card was processed As a company that has been in business since 1967, we pride ourselves in our work and strive for 100% customer satisfaction

From: Revdex.com of Metro Washington DC">Date: Tue, Sep 8, at 9:AMSubject: Fwd: Complaint filed on Sunday, 9/6To: *** *** ---------- Forwarded message ----------From: * Date: Tue, Sep 8, at 1:AMSubject: Complaint filed on Sunday, 9/6To: [email protected] filed a complaint against Action Cooling and Heating with you yesterday. Since this company is located in PA but does business in NJ as well.WeI have filed in NJ as Well. As an update, our ceiling began to leak yesterday morning under the heating/cooling unit!!! I called Action but only got a recording. I left a distressed message but would like to amend my complaint with you. I also want them to pay for the repair of our ceiling on the second floor*** *** and *** ***
*** *** **
Mays Landing, NJ ***
***@***.com
###-###-####

We spoke to *** today, via telephone
We explained that he was charged $for the maintenance and that the Freon was additional
We offered to remove the Freon that was installed 4/21/and refund his money for the freonHe said that he does not want the Freon removed, and that he
is satisfied with the charge
We feel that the complaint should be closed, since *** was given the option to have us remove the Freon & refund his money but he declined

Our family has been using Action Heating and Air for several years nowWhen they could no longer fix our old AC unit due to changes in regulations, they gave us a good deal on a new one and installed it quicklyEven when problems arose, they were quick to fix them and easy to work withThey are family owned and operated in Wylie, and I believe that makes all the difference in quality

Our technician came out Friday evening and inspected the customer’s equipment.
As per the customer’s complaint, their filter was dirty & their drain was clogged. Our technicians do occasionally make mistakes diagnosing service issues. Our initial diagnosis was the outside condenser wasn’t...

working due to an internal over load/lock-out and needed to be replaced. We are sorry that we misdiagnosed their service issue. We do stand behind our service & when a customer is not happy with our service we refund their money. In this case, our technician came out after hours & the customer’s credit card was not run the next day since they called our office to express their dissatisfaction with our initial diagnosis before their credit card was processed.
As a company that has been in business since 1967, we pride ourselves in our work and strive for 100% customer satisfaction.

They charged me 2654.15 for a hot water heater replacement. I called several other big name plumbers in the area and received a much lower quote. I felt like they new I was under pressure due to emergency. I called the owner on Saturday but was not available. The owner did return my call on Monday and told me that was the price for a union job. I have used this company several other times and I did not think they would take advantage of me as a loyal customer. The employees that came to check and install the unit were very nice that is the only positive. I have no problem spending the money to perform the work but it was excessive. I have asked several of my neighbors and they have had the same repair done for approx $1200.00 less than what I was charged.

Review: My air conditioner wasn't working so I looked to [redacted] to find a reputable company to come out and diagnose the issue. It was about 8pm on Friday evening, and Action Heating & Air was the top-rated company so I called them first. They sent someone right out. Ben showed up at my house at about 9pm and quickly looked at the thermostat, the breaker and the system inside and outside of the house (a total of 5 minutes). He spoke very quickly and told me the unit needed to be replaced. That it was over "20 years old" and that the outside coils were disintegrating, etc. He quoted me two prices $4,000.00 to just replace the outside unit and $7,900.00 to replace the whole thing - we have 2.5 ton unit. My husband came home in the midst of this and didn't get a good feeling from Ben, so he decided to pass on the "offer/pitch" and call others for second opinions/quotes. Of course Ben quickly became annoyed and said "you won't find a better price," and wrote up the slip for $125.00 and went on his way. After he left, we got a phone call from Manny at Action who said that we could reach out to him with any questions.

The next day we had another HVAC service come out and the guy took his time and carefully diagnosed the issue - there was a clog in the drain in the condensate drain line because the air filter needed to be replaced (we just moved in a few months ago). The outside unit still had freon and as soon as the drain was cleared it began working properly. The repairman charged us $90.00 for the fix ($35.00 less than Action charged us to do nothing but lie and waste our time). My air conditioner is now working and the guy that fixed it said we should get 10 more years out of our 12-year old system (Ben told us it was more than 20 years old and could not be repaired, only replaced). We called Manny at Action back today to file a complaint, but he wasn't there so my husband spoke to Jim. Jim was annoyed and rushed once he realized the purpose of the call and said that Ben reported that he tested the freon levels and that they were at less than 20%, etc. When we told him that this wasn't true and that we didn't even need freon, he said he would refund us our $125.00 if (and when) it's still working this coming Monday (implying that he doesn't believe it's really fixed). We'll see if that happens.

Overall, this is a company that preys on people when they are in desperate situations. I made the mistake of telling them we just moved here and I didn't know anything about the system, so they lied to me and made it seem like it was on it's last leg to make a quick and overpriced sale. Additionally, we did get quotes to replace the system from two other companies, for the outside unit it would be $2,900 (compared to Action's $4,000) and both inside and outside $4,000 (compared to Action's $7,900).Desired Settlement: I want a full refund of the $125.00 Service Fee.

Business

Response:

Our technician came out Friday evening and inspected the customer’s equipment.

As per the customer’s complaint, their filter was dirty & their drain was clogged. Our technicians do occasionally make mistakes diagnosing service issues. Our initial diagnosis was the outside condenser wasn’t working due to an internal over load/lock-out and needed to be replaced. We are sorry that we misdiagnosed their service issue. We do stand behind our service & when a customer is not happy with our service we refund their money. In this case, our technician came out after hours & the customer’s credit card was not run the next day since they called our office to express their dissatisfaction with our initial diagnosis before their credit card was processed.

As a company that has been in business since 1967, we pride ourselves in our work and strive for 100% customer satisfaction.

Review: First off, The company did a wonderful job for everything they did. But after a day of phone calls and research I've come to the conclusion that they took advantage of my bad circumstances and Grossly overcharged me for repairs.

I moved into my house on Monday and the Furnace and Air Conditioning would not stop running at the same time. I looked into an upgraded Thermostat and it did not fix the issue. I put the old one back on and the system ran for about 6 hours and died. I went to the basement and found a blown fuse. I put a fuse in the system and it worked for about 30 minutes and failed again. The temperature being 18 degrees outside and the temperature dropped from 65 degrees to 39. I called the number the next morning to have someone come take a look as I've only been in the house a day and the furnace has failed. They came out an hour and half later and were very pleasant.

The technician explained that something [redacted]ed out and the wiring harness is ruined. A new harness would be $4,200 dollar so it's more beneficial to buy an entire unit for $4850 as it will have a warranty. Worried for my family for that evening I agreed that it would be the best plan of action and they got to work about 2 hours later. The techs showed up and spent about 3-4 hours installing my new [redacted] Furnace. The heat kicking on and they were on there way. I was happy to have heat but I really felt the almost $5000 for a furnace to heat a 2000 square foot house was a bit extreme.

I went to the basement to check the unit model number and it's a [redacted] - 35C1 [redacted] Gas Furnace. They retail for around $1,399 to $1,699. The companies labor rate is $75.00 per hour. Which means if they purchase the Furnace and sold it to me at the high end of $1,699. They must have charged me $3,151 in labor for 4 hours of work. That's Insanity! 2 Techs x $75.00 per hour is $150.00 x 4 hours is $600. Which is $2,299 for parts and labor... not $4,850.00 Even if they doubled the labor it would be $2,899 which is still almost $2,000 then they charged me. I started making phone calls and got 4 calls back. 2 techs arrived to quote and the other did a non binding quote over the phone. I got Prices from $2299 to $3,149+tax for the same [redacted] model number installed. Unless 4 separate companies were lying to me the price difference was from $2,551 to $1,700 over everyone else I called.... It's out of control to charge an average of $2,000 over everyone else called.

I called to speak with someone about my concerns and taking advantage of the Right to Return my purchase without penalty within 3 days and I was pretty much told I was st out of luck and I signed a contract binding me to keep the Heat whether I like it or not because it was an emergency. I never used the words emergency with them nobody ever mentioned I'd be waiving my right to anything at any time. The 3 pieces of paper I signed, the original hand written, the digital copy at the end, and the "Notice of Cancellation" showing my right to return or cancel my transaction without penalty of any kind within 3 days. They gave me this and had me sign on 1/28/14, Today is Day 2 (1/29/14) and I'm calling to enact my rights as the buyer to take either a partial refund or to return the product so I can replace it with an identical unit for $1,700 less. The Service Manager would not listen, didn't care what I had to say and told me he would not be removing anything at all and the "Notice of Cancellation" they had me sign meant nothing because they had me sign something else that they kept for themselves but did not provide me a copy. There is a check box on the 2 contract pieces of paper stating: "Customer waived 3 Day Recision". neither of these boxes on either form were checked and I was never told I'd be waiving my rights in any way. The Manager told me he would fax me over a copy tomorrow as they don't have that available today. Which makes no sense to me. Paperwork should be returned daily I'd assume and I don't know why a technician from yesterday would still have my paperwork. Someone in the office (the lady answering the phone, very pleasant) could fax it over to me today. This piece of paperwork I don't have, that lets them off the hook. This piece of paper that if delayed till tomorrow takes me to 3 days and then I'm pretty much out of time to get the Furnace uninstalled any my money refunded. Which is convenient for them and not for me.

The manager told me the [redacted] unit he was installing was "not the same st they sell elsewhere". That he gave me a great deal and If I had called someone else it would have cost me $7000 so I should be happy his guys installed it and it works. Weird how when I call others with that model number and a non binding quote they all tell me way less. His answer was the same over and over again. Better luck next time sort of attitude. Other places aren't union, other places do st work, other places use crap equipment. Nothing my a ramble of attitude and answers that made no sense. I tried to explain that I know the rules, I'm a Service Manager as well. I understand Parts and Labor costs, Flat Rates, tech rates, insurance, profit, loss, labor rates, estimates quotes. I asked for a detailed quote and breakdown of parts and labor and he told me no. They won't provide me a detailed receipt of what they charged me??? Parts? Labor? Tax? Posted Labor rates not followed? Flat Rate guides? I Never indicated or said it was an emergency. The tech who did the quote just said they had installers in the area and the parts were available so if I wanted they could do it today.

Once again the work was great the techs were great. The Manager was awful, and work was extremely overpriced from what I can tell.

No Detailed Estimate or receipt and some piece of paperwork they say I signed and took without leaving me a copy. When requested they said no. and seem to be putting me off until the 3 days is up.

Flat out told me nobody was coming out to provide me with a removal or refund service and If I didn't like it I could contact a Lawyer.Desired Settlement: I would like the difference of the next highest quote of $3,149 +tax = $3,369.43... $4,850 - $3,369.43 = $1,480.57.

I wish I could tell you about the quote from PA, I don't have details as they refused to provide me with a breakdown and the Tech said they didn't charge tax???

Maybe the rules are different in PA than NJ. But the one tech at my home said plus tax so it wouldn't be fair to suggest that they reimburse me the difference, and not include the increase I would have had to pay.

$1480 refunded to my credit card would resolve this issue and I think in a fair manor. I feel like they overcharged me and the answer was "it sucks to be you, and it could have been more"

The work was great, and they were fast, the staff was wonderful throughout the process aside from the Manager, but I really feel stolen from. And as a new home owner I shouldn't feel like they took advantage and overcharged me in a bad situation.

It's a bad way to start a new business relationship for me to have distrust.

Business

Response:

In response to **. [redacted]’s complaint, every customer has the

option of getting other estimates when replacing equipment. At the time our technician

went out to **. [redacted]’s home, we gave him options/prices to replace the

furnace. As **. [redacted] has noted, it was very cold outside & he decided to

have us install the furnace that day. Our standard policy, which is within

state guidelines, is to have customer’s sign an emergency work authorization,

if they do not want to wait the 3-day cancellation period. **. [redacted] could have

taken our written estimate and shopped the prices but he chose to have us

install the new [redacted] furnace that day & he did sign the emergency

work authorization form. We have included a copy of the signed emergency work authorization

form along with a copy of the contract.

Some companies charge more & some charge less but we

feel our prices are fair for the exceptional service we provide. **. [redacted]

noted that we “did a wonderful job” & “the work was great the techs were

great”.

We will not be refunding any money, as we feel

our prices are fair & **. [redacted] did have the option of shopping around

before signing a contract to install the new [redacted] furnace.

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: I was never given a choice or option of furnace. I was never explained that I was sigining away any rights. I was refused a break down of parts and labor. I was not told that this was considered an emergency, and if I waited 3 days I would hold onto my rights. The Technician that showed up said he got the furnace running and it would hold out a few days if I wanted to think about it but it needed to be repalced. Casual remark of the parts are in stock if I told him in the next few minutes they had a team free to install it today, not that if this is an emergency we can get someone out here now.

Argument is not on the work, but the price, lack of a detailed reciept or break down, lack of a more efficient option or any option for that matter. The Unit installed is the 80 efficiency which not good and is not what I would have picked out. Cheap equipment, over priced to me without alternatives. Labor not at the companies $75.00 per hour but at almost $700 per hour which is insanity. The Location clearly overcharged me by several thousand dollars and gave me an inferior efficieny product without option as you can see on the quote they attached there is no information on anything inparticular. They are not willing to refund what I feel is fair at $1500 as it seems. They refused to honor there own return policy or offer an enchange on the unit. They clearly don't care about customer satisfaction or doing the right thing by the customer. If this review exists here and helps others to reach out to another company so they don't get swindled by this one, then it works out in the end for me and them. The loss of one customer is one thing. The loss of potential future customers is something completely different.

Parts $1300 ish? Not the efficiency or brand I would like but I was not given another option.

Labor $3550 ish? for 4-5 hours... Insanity. I don't mind someone making money off of me. but really...

I thought these people were trustworthy but they are clearly out to take advantage of anyone they can.

And they will have you sign 6 pieces of paper in a row quickly and without explanation. Shame on me for not reading them closer.

Regards,

Business

Response:

As **. [redacted] noted in his last response, our technician did get his furnace running temporarily , and we gave him the option to "think about it", but **. [redacted] chose to have the furnace replaced that day because it was so cold out. If **. [redacted] had further questions pertaining to the paperwork he was signing, our tech would have explained them further to him, had he asked for clarification. When someone is signing a contract/waiver & they don't understand what they are signing, they should ask for further explanation. The contract & waiver (which we included a copy in our initial response) are in plain language.

We do not charge per the hour, we charge per the job. Not sure why **. [redacted] states that we charge by the hour and that he wants a breakdown. We do not breakdown our charges, instead we incorporate one charge for the job, as do most companies.

We do not feel that we should refund any money, due to the fact **. [redacted] had the option to shop around and he even noted that our tech gave him that option.

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:

[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:

During the initial quote I asked about a breakdown and the guy told me the labor rate was $75.00 per hour for repairs per tech.

That $75.00 labor rate doesn't apply any more I guess... Convenient

Review: The tech visited our house and immediately diagnosed that our AC unit would need to be replaced & it would cost $3,300 & they could do it the same day. The unit is 6 years old & has never had a problem. I was told it was because I don't change my filters whih I do on regular basis & it blew the compressor. I questioned the tech & requested a written proposal for the work & stated that I was going to get a 2nd opinion & specifically asked if there was any othr lower priced options. This occurred 6/25-Tues. Every day for the next 3 days I kept calling the office & requesting the contract so that I can review and sign & I was put on hold & then ultimately told that they were so busy that they would get to it when they could. I have yet to get the proposal. I became suspicious and called in a recommended HVAC tech & he had our unit up & runing within 30 mins. A switch & some freon & it has been running fine ever since.

They also refuse to give me my $$ back & I can't figure out who the actual owner is. Not sureif this is a franchise or what & no one gives me their last name. The owner on the website is listed as [redacted].

Is this contractor properly registered with he PA general attorney's office? My co worker called & we were told that their # is [redacted]. When I went to the website it is a [redacted] PA listed as [redacted] & is expired. I also understand that this company is doing a bunch of work at the NJ shore and doing the same thing to other consumers who are relyin on these tech's as experts & told they need complete new units.

As a co-incidence, my neighbors water heater was leaking below our condo unit & their renters pulled Action Heating & Air guy in thinking that it was their tech. Again, with in 5 minutes they called me (mistakenly), thinking that it was my unit & Ray said that his tech said our water heater needed replacing because it is leaking water and it would be about $3,000 and he could fix it today because the tech who was there also happened to be a plumber. This issue is what initially caused my concern for this being an ethical company. Ultimatly my neighbor needed a $200 fix & an adjustment to his water heater, not a brand new $3,000 water heater as Action Plumbing told me. Please don't let this happen to other consumers who are relying on this company for professional HVAC services.Desired Settlement: I want my $145 fee back & I want consumers to be aware & for the Revdex.com to make sure that this company is registered properly in the State of PA & NJ. I don't want this to happen to other consumers.

Consumer

Response:

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Mon, Jul 8, 2013 at 4:26 PM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted]

---------- Forwarded message ----------

From: [redacted] <[redacted]

Date: Fri, Jul 5, 2013 at 6:29 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

They called and said they will refund our $$. I still hope others are aware & that they properly reg with the state

Thanks,

Review: Letter received by [redacted] says" the time has come to service your a/c.the charge will be 165.00 dollars " after adding 2&1/2 pounds of freon as maintenance,the charge was 417.00 dollars. I wrote a check for this amount but later called them to complain. They said it was like taking your car for service and they tell you they found another problem which will cost moreDesired Settlement: want my bill adjusted

Business

Response:

We spoke to **. [redacted] today, via telephone.

We explained that he was charged $165 for the maintenance and that the Freon was additional.

We offered to remove the Freon that was installed 4/21/14 and refund his money for the freon. He said that he does not want the Freon removed, and that he is satisfied with the charge.

We feel that the complaint should be closed, since **. [redacted] was given the option to have us remove the Freon & refund his money but he declined.