Air Service A/C & Heating

Review: Had a problem with my 5-ton unit A/C unit on 07/07/14. Was 99% sure it was the capacitor that was the problem. The part runs between $30-$50 if I were to buy it myself and I could switch it out in about 10 minutes. However, I wanted to make sure that it wasn't the motor so I contacted Air Service A/C & Heating. Their employee arrived and diagnosed the problem as a bad capacitor (of course!). He also checked the motor and said it was fine. All in all he worked about 15 minutes on my unit. He spent about 10 minutes in his truck and came out with a bill for $297!! I was shocked to say the least and didn't know what to do. I did not sign the invoice, but I paid the man because I was late to work. I feel like I was grossly overcharged, and he failed to inform me of the cost PRIOR to starting the work. Here we are 3 days later and I am still disgusted.Desired Settlement: He was here for about 30 minutes so the labor should be $50-$75. The cost of the capacitor should be $50-60. I would be willing to stretch it to $150. That would be a very fair offer. Therefore, I am seeking about half of my money back (based on the original bill of $297).

Business

Response:

Customer called us on 07/06/14 to set up a appointment for A/C problem, Appointment was set for 8:15 am on 07/07/14. On 07/07/14 customer called to cancel appointment he said he was sure he could fix it himself thinking it was the capacitor. At 11:00 customer called us to come out again asap because unit was making a loud noise and he wasn't sure what it was.

When the technician arrived the customer stated that he started the fan by turning it with a stick and now it was making a loud noise. Technician found the condenser fan turning backwards and the compressor screeching which was in overheat by pass, a damaging effect on the unit, which the customer caused by turning the fan backward. After inspection and testing components tech found the capacitor shorted causing fan not to start tech also found a burnt wire. Technician told customer the price and replaced capacitor and repaired the burnt wire for 297.59. Customer was also informed the system was very dirty and should be cleaned for proper performance, customer asked price for cleaning and tech told him for one unit the price would be 109.00 and the customer offered 89.00.

Customer called back the same day wanting both systems cleaned for 100.00 saying that would be a fair price. He was told 89.00 for the first and 69.00 for the second unit. Customer said he would have to check with his wife and didn't call back.

On a call on 07/30/2009 the same part was replaced at a price of 239.42 (see attached invoice) and five years later he wants the price for 150.00. The customer could not purchase part as he stated, suppliers only sell to License and Insured contractors . We charge 109.00 diagnostic fee included in to the flat rate charge which is the diagnostic, part charge and labor for repair to install part.

We are a reputable company in business for 28 years licensed and insured, have certified technicians. We do not grossly overcharge our customers . We will not be told what to charge. Mr. [redacted] can call other A/C & Heating companies and find out that are prices are comparable to other companies.

Consumer

Response:

I have reviewed the response 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.

There are multiple reasons why the response I received was unsatisfactory.

First off, they claim that the technician provided me with a quote BEFORE starting the work. That is not true. I did not receive the cost of the job until after he was done. I would have never let him start if I new it was going to be that high.

Secondly, your details of the cleaning offer are incorrect. The technician offered 89.99 for my larger unit and 69.99 for my smaller unit. I didn't give him a counteroffer until later that evening when I called him. I told him then that I felt like I was overcharged and wanted the cleaning to be done for 100.00 to balance things out. His response was, "Oh, no. My wife won't go for that. Our workman's comp is too high. I'll do it for 120.00."

Next, if you look online to see how to test if the capacitor is the problem they tell you to use a stick to spin the fan blades. This is a common test. Unfortunately, they don't tell you which direction to spin it. Your dramatic details are way off. I felt the unit as well and it was mildly warm and barely making a noise.

Then, you reference an earlier invoice from 5 years ago. That was before I knew how much a capacitor costs and that technician was here a lot longer than 30 minutes. Now I know I can purchase a capacitor for between for $30-40 online (multiple stores on Ebay and Amazon).

Lastly, if you charge 109.00 for a "diagnostic fee" and the part should cost $30-40 then my offer of $150 is right on the money! Whatever the other $147.00 is beyond my comprehension!

You claim to be "reputable". If so, then you need to refund your customers when you charge them $297 for 30 minutes of work. Your poor attempt at customer service won't be tolerated and I WON'T BE TOLD TO ACCEPT CONSUMER ABUSE!!!!

- [redacted]

Regards,