Bill's Comfort Systems

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. Although they stated that they do not have record of me calling until May, part of my complaint was that I began calling them in February and had to keep following up until they finally acknowledged and came out in May.  Bill's Comfort has now repaired my furnace so I am now satisfied.  Bill's Comfort has a good reputation in the community and they really do quality work.  I regret having to file this complaint in order to get them to take action.  I'm confident that in the future, Bill's Comfort will err on the side of customer service, especially when there is a clear question on timing and unreturned service calls.
Sincerely,
Brandon F[redacted]

When we install hvac equipment such as a furnace or air
conditioner the manufacture covers the product for a minimum of five
years.  They however give us nothing for
the labor.  We as a business takes it on
ourselves to cover the warranty of labor one year from the date it...

is
installed.  When this homeowners’ house
was being built it was in the middle of the winter which means his furnace was
ran a lot in during the construction time. 
We do not have any record of speaking with the homeowner until May which
is past a year from when he moved in as well as a year from when we originally
installed the equipment.  However, one of
our service techs lives near the homeowner has offered to go and install this
part on his own time.  We have contacted
the customer and have left a message recently to schedule to get the part
installed for the customer.  We would
love to have this part installed and have this resolved for the customer once
he answers or calls us back.

When we talked to the Homeowners over the phone last year we made it clear to them that a leak check and pressure test would cost $225 for just the leak check, plus any other services provided. After 4 hours of the homeowners insisting that we keep looking for the leak and the system holding...

pressure a leak could not be found. I informed them that this is mostly caused by a leak in the Evap coil (which we did not install) and that it will leak during the winter months when the furnace is running and the temperature on the evap coil is very high. We then offered to add some Super Seal stop leak and dye to the system. The homeowners accepted and we added the stop leak and charged the system. We were there much longer than we anticipated because the insistence of the homeowner to find the leak. When it came time for billing we gave them a greatly discount rate of $473 as it should have been closer to $650. The homeowners became hostile and demanded that they only pay for the original $225 quote which was only for the leak check. We could not quote what a fix would cost before hand until a solution could be found. They were insisting on only paying for the leak test and nothing else even though we had spent extra hours looking at their insistence, and had added freon and Super Seal. I told them that the $225 would not even cover my material let alone my time but I would discount it again back down to the $225 to calm them down and so I could leave without further hard feelings. I had tried to help out this customer as best I could and took a loss on a system that we installed the outdoor unit but not the indoor coil and could not cover any problems with it. When the Homeowners called this year and wanted us to return to their home and recharge their system this year for no charge we informed them that when they refused to pay the already discounted price of $473 and demanded that we only charge them $225 for over $650 worth of work that no guarantees or warranties would be valid on work that they did not pay for in the first place. Therefore Bill's will not be reimbursing this homeowner for the service call from another company, taking an even larger loss on a job where the the problem is with an existing piece of equipment we did not install. Furthermore we politely ask them to take their business elsewhere as we do not feel we need to be threatened, intimidated and talk to the way these Homeowners did to us. Bills feels the only way to this customer's leak problem will be solved is by replacing the indoor evap coil.

Bill's Comfort Systems is not responsible to cover any services a customer has done from another company.  Our resolution is as the service call was not paid for in full that the customer pays the new company that came out.

Complaint: [redacted]
I am rejecting this response because: We have a receipt from Bill's Comfort Systems that states our bill was paid the amount agreed upon ($225.00) and a written 1 year guarantee on the Super Seal that we feel is still binding.We would never have brought another company in if they would have stood behind their warranty and solved the problem. The difference between Bill's and the other company that came out, is the repairman that came out told us before he started what the cost of services would be and did not raise the price upon completion like Bill's did.  We would not recommend Bill's Comfort Systems to anyone!
Sincerely,
[redacted] [redacted]