Action Heating and Cooling Services

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: Despite many inaccuracies in the response letter, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Our Furnace has been maintained as its listed on the sticker on the side of the furnace plus, we replace the filters every months. The flame roll switch does not trip anymore since the new ignitor solved the problem from the second HVAC business that took care of the immediate problemAnd in the long run we will have to replace it as its getting oldBut for now we have heatAnd that is what we called to have looked atWe are so glad we got a second opinion and feel we were incorrectly informed by Action heating and coolingI feel like we were taken advantage of and not satisfied with the their outcome. Action Heating and Cooling told us that the furnace was unsafe to run so how could it be in operation when he left ? He got it to kick on but it went right back to off againThe ignitor switch fixed the problemWhy didn't Action know to do this! Poor Customer Service! Buyer Beware! Please do not replace your unit unnecessarily!I called to get a better explanation as to why they did not fix it and was not given an answer as to "if we were to run the furnace with a compromised heat exchanger what would happen" and was hung up on before he answered Why didn't Action call us back at the number we gave them as *** was available and was ready to pick up the conversation where we left off The Heat exchanger is not compromisedWe know its an older unit but is running fine for nowIt should last more than 16-years old I would like my money back for the diagnostic fee as it was not fully diagnosedAnd would also like to flag Action heating and cooling so that other consumers are not taken advantage of like we were!
Regards,
*** ***

Our response is in the attached word file.  Please let us know if our offer will resolve this issue.  Once we know this is acceptable, we will resolve accordingly.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

In the more than 14 years of owning our business, we have never had an unresolved complaint.  While we stand by our reputation of providing good customer service, we regret this customer was not satisfied. To that end, we have mailed a refund check for the trip and diagnostic charge previously paid by the customer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish,...

you may update it before sending it.]
Revdex.com:
Despite many inaccuracies in the response letter, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

We were called to this location on 3/12/18 for a no heat situation.  Our technician dealt with [redacted] as his wife was busy on the phone.  Homeowners furnace is 24 years old with no record of maintenance being done during that timeframe.  The average life of a furnace is 16-20...

years.  Customer agrees to a $69.00 + tax trip & diagnostic fee prior to our scheduling the call.  Our technician explained to the homeowner ([redacted]) that the flame rollout switch was tripped.  He showed the homeowner what he was observing so the homeowner would understand. He reset the switch and observed normal startup but the furnace was experiencing considerable flame rollout and the burner box gets very hot very fast.  He advised the heat exchanger is plugged/compromised as well.  Due to the cost of replacing a heat exchanger, we recommended replacing the entire unit since the cost to replace just the heat exchanger could top $2,000 and, even with that repair, other components could fail in the future.  Customer stated they did not have funds for a new furnace and our technician advised there was also financing available.  THE TECHNICIAN RESTARTED THE FURNACE AND OBSERVED NORMAL OPERATION.  FURNACE WAS RUNNING WHEN OUR TECHNICIAN LEFT, so we have no idea why another HVAC shop would replace the ignitor.  Homeowner signed our service invoice where we explain the problem and our solution.[redacted] called the morning of 3/13 and our dispatcher had the service technician talk to her.  He explained everything he had told the husband the day before and, in the middle of a sentence, the phone call abruptly ended.  He did not have the number to call her back (she didn't call from her home phone) and thought [redacted] had ended the call. She did not call back.   We did NOT hang up on the customer.ACTION DOES NOT TELL CUSTOMERS THAT A FURNACE HAS TO BE REPLACED AFTER 15 YEARS.  Our technicians do try to recommend the most cost effective solution to a 24 year old furnace needing a major repair.The customer never asked for a refund of the trip & diagnostic fee the husband paid.

When I made the phone call to Action on a referral from one of my husbands co-workers on February 13, 2014 I wasn’t sure who was going to show up. However after talking with *** for a few minutes she reissued me that they were capable of handling our geothermal unit. Frankly I was very skeptical since my previous dealing with a “geothermal expert” was not an experience I wanted to repeat. *** set up the appointment for the following morning and I wanted to make sure *** was present since I have zero knowledge regarding our furnace.

*** arrived on time the next morning even with the beginning of a snow storm, his travels from De Pere were not easy. When he took a look at our 23 year old system he was rather surprised they had geothermal that long ago. I started thinking the system was older than ***, but as I found out he may be young in years, but wise with people and his career. *** spent many hours diagnosing the situation and after conferring with *** (the owner)our options were laid out for us. With much hesitation on my part we agreed a new Water Furnace System was what we needed. We signed on the line, gave them a down payment and insisted he stay for a bite since the weather was really getting bad and I knew he must be starving by then. *** did not leave until after 4 p.m., it was a full day.

The following Friday *** and another employee arrived with the new system and spent another 10+ hours installing and insuring *** (I had to leave town on an emergency) was satisfied with the system. *** came out to inspect and complete the process. *** said everyone was very professional and he felt very confident with the work that was done.

When I arrived home on Monday I was very happy with the silence of the unit and the even comfort throughout the house. I especially enjoy the programmable control, it saves me from having to get up 2 hours before my alarm to warm the house up and we have it set to lower a ½ hour before we go to bed. It really is nice. *** advise was right on the money from beginning to end. I was worried when he first walked in our door, but those fears were quickly put to rest and we would refer Action Heating and Cooling to anyone who wanted exceptional service.

Thank you for putting our minds at ease, we feel confident we will be able to count on a system that will keep us comfortable winter and summer. Something tells me we are going to really enjoy the air conditioning this summer too.

Review: Our furnace wasn't working so a rep from the company came. He said it was working and left. It went out again within minutes and was called back. He got it working, but said a part was leaking and needed to be replaced. On 2/24/15, he showed up replaced the part, broke off two screws & just left them there, and then when the furnace went out again he said furnace needs to be replaced. I tried to return collector cover and was told no because it was special order. Date on cover is 9/10/13. Plus I have the original cover and it doesn't leak.Desired Settlement: Be able to return item and receive refund in amount of $281.82.

Business

Response:

Our response is in the attached word file. Please let us know if our offer will resolve this issue. Once we know this is acceptable, we will resolve accordingly.