Arlington Heating & Air Conditioning. Inc

Review: Despite several attempts, I have been unable to get Arlington Heating & Air Conditioning to refund the unused portion of my maintenance agreement as requested. The plain language of its "Preventative Maintenance Agreement" states that it may be "cancelled for any reason" and a "refund will be made at the owner's request." Since 17 September 2012, I have twice requested cancellation by phone with the company's maintenance scheduler and each time was assured that "[redacted] would process my request within the next couple of weeks." On January 27, 2013 I sent a a letter to the company, by first class mail using one of the company's pre-addressed envelopes, summarizing my previous attempts to cancel and receive a refund and expressly requesting a refund of $122.50 (the unused portion of the maintenance agreement). I have never received a refund, or the courtesy of a verbal or written reply, but recently received a maintenance agreement renewal statement from the company in the mail.Desired Settlement: Receive the $122.50 refund that I have been requesting since September 2012.

Business

Response:

Customer was reimbursed for the remaining portion of his maintenance agreement on 04/17/13. Refunds on maintenance agreements are not calculated by 50% of the value. The refund as detailed in the terms and conditions is calculated based on how many checkups have been completed. Also, accessory items are not reimbursed if a checkup has already been performed. In this case, we already performed the AC inspection. Therefore, the contract converts to an AC only contract which is $125 + the humidifier which is $25 totaling $150. Since they originally paid $220, he was refunded the difference of $70. Please let me know if you have any questions at this time.

Review: I paid $95 on November 6, 2012 to Arlington Heating and Air for a checkup. I did not pay to renew because despite buying a new compressor and air conditioner with this company, they kept telling me I needed a new system. I told them I wanted to pay per visit. On July 9, 2013 I paid for a one year renewal of my contract for the Spring and Fall Check up. At this time I paid $220 for the renewal. I called today to get my fall check up, and they told me the renewal was for my visit in 2012. I told them I had a record of payment for this visit, and they needed to return the $110 to me.

Business

Response:

This customer has always been on a Fall / Spring contract meaning they receive a Fall check up and then a Spring check up. When the fall rolls around again, they pay the renewal for the FCC. Last year, we were called out for a no heat call. We have a $95 trip charge for contract customer. She was charged $95 on November 6, 2012 for a trip charge, not a renewal and not a maintenance check. We found a restriction in the outdoor unit. We returned the following day for no charge and did a $1,000 repair for no charge. As part of the no charge, we completed the annual heating inspection which was due for renewal at that time. We then performed the cooling inspection on July 9, 2013. The customer didn't pay the renewal until that July visit which is why they feel entitled to another check up. However, it was supposed to be paid while we were there in November.