Central Heating & Air Conditioning

I am sure, the Owner of the company does excellent work , however "Jack" only showed up once to take in the scope of my jobInstalling a Swamp Cooler to an AC unitHe issued some instructions, about having it close to the intake, said, when it's done, call himIt's been weeks, I have called everyday, set up schedules for him to complete the job, and he never shows upToday, May 29th I called him, and he was supposed to be here between and PM, I spoke to him earlier in the day, he tells me he forgot, but he'll send his guy over, it's 7:Pm and I am still waitingHe tells me he has other people on the schedule and I asked him, how I get on the schedule, I have been waiting weeks, and he's broken appointments , several timesCOMPLETELY UNRELIABLE !! Forgets who you are, doesn't take no notes, no communication, to even mention or say, he cannot make itAvoid this handy man at all costs, I wish I could say something positive, but there is nothing to even sayCompletely unreliable

From time to time, surely, we need real URGENT and prompt reliable service But I have dealt with small, medium, and large home services, and I know small guy Jack, Forgets, but he also just plain gets tiedup I know he can do better, but only one time did I have to call someone else which makes up for the times he gave me problem solutions over the phone He is hardworking and will call him because he knows what to do He is def sensitive to his work All these one-man workers often don't realize someones waiting stuck stuck by the phone

I called Jack to get a quote on repairing an awning on my houseHe immediately passed me to a guy named "Reed" who is an expert on these thingsThis guy came out and spent alot of time asking questions about me personally and telling me I could probably do the job myselfEven was nice enough to tell me how to do the jobUnfortunately, I wanted to hire someone to do the job not do it myself
He did not seem confident that he could do the job or willing to commit to a time that would work for both of usI did not use their service due to the first impressionNot someone I would recommend and I am surprised a friend of mine uses their service

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]

On 3/2/15 we sent our Service Technician on an overtime “no heat” call at the home of [redacted] located at [redacted] in Cleveland Hts.  The charge for an overtime service call is $139.00 which she approved at the time of her call to schedule.  Upon inspection the Technician...

found signs of a crack or blockage in the furnace heat exchanger so he used his camera to take pictures and showed Ms. [redacted].  Heat exchangers come in either one or two pieces.  The damage was on her secondary heat exchanger.   The Tech told Ms. [redacted] he would check with the manufacturer of her furnace, [redacted], to see if it was still under warranty as we did not install it and did not have any records on it.  The technician found that the parts were under warranty but the filter, and any labor charges for the heat exchanger would not be covered.  According to our flat rate  Quality Service price book the charge for the labor was $1,380.00 (flat rate) which was quoted to Ms. [redacted] and approved. When ordering the new heat exchanger the Technician found out that [redacted] recently changed the way they are making the new heat exchangers.  They used to be in either one or two pieces and now they come in 6 parts that need to be put together which means it is more labor intensive than it would have been.   But since a price had already been quoted the Technician did not increase the charges. 3/3/15 the technician returned to install the new heat exchanger.  He disassembled the furnace and removed the old heat exchanger and noted it appeared that this had been done in the past by others.   He found excessive rust in the second heat exchanger and noted that on his invoice.  He assembled new heat exchanger and installed.   Central Heating & Air Conditioning Co. charged $1,380.00 for labor and $100.00 for new Infinity air filter and $75.00 for [redacted]’s heat exchanger return fee, totaling $1,550.00 which Ms. [redacted] signed the invoice and paid with a Visa. On 3/4/15 we received another call from Ms. [redacted] for no heat.  The same Service Technician responded and found error code 14, 3 hour lockout.  He tested the unit and found that the OEM igniter needed to be replaced.  He replaced igniter.  This usually costs $289.00 but we did not charge Ms. [redacted] for this call. 3/7/15 we received another call from Ms. [redacted] for no heat.  At that time we found unit was not level.  Four of the blocks the unit was resting on had broken and dislodged.  The Technician removed all the debris and replaced it temporarily with one straight board across the bottom of the unit. On 3/9/15 the technician returned and installed permanent supports.  Unit is level and drains. Central Heating & Air Conditioning Co. waived these charges. From the very first call to the last everything that was done and or needed done was explained to Ms. [redacted] and we received her approvals for all of it.  She expressed dismay for the company who originally installed her unit that was why she was calling us.These are the only calls we have ever made with her.  The Technician who did the work is also our Service Manager and his work is impeccable.    We have customers whom have been with us since we started our business 27 years ago. We pride ourselves in our commitment to quality, first rate customer service. Upon further review of the information….it appears that this furnace is grossly oversized for the home. Modifications have been made to the furnace by others to allow it to function without overheating…which is an indication of an “oversized” furnace. That also is why the heat exchanger failed after only 5 years of use. There will continue to be problems and issues with this furnace.I would be willing to offer to Ms. [redacted]…..installation of a properly sized Trane 95% furnace, installed, for our normal price of $3,250, and I would deduct ALL the money she paid to us off that amount. I feel this is a fair offer and it will also address the issue she has with her existing [redacted] furnace.

I am sorry you feel this way.1- Our pricing is competitive and all our customers are free to comparison shop. Yes, we are not the cheapest..but there are reasons for that. We use top quality Trane equipment, and do NOT cut any corners on the installation. The filter you are referring to is an...

Aprilaire air cleaner..which not only improves your indoor air quality, but also protects the equipment from the effects of dust and dirt accumulation. You were told that you have a refrigerant leak and that the cost to search/find the leak could be between $400-800.00 Possibly more if the leak is in the indoor coil. I am sorry that you feel you were not taken care of properly. I do try to take care of all my customers fairly. I would be happy to refund your payment to us, Please let me know how you would like to proceed.

Mr. [redacted],Thank you for bringing this to my attention again. I should have addressed this last winter when I talked to you on [redacted]...I am not sure why I did not follow up with you.I apologize for that.I am not sure why you were charged the overtime rates when we clearly came to your home...

during regular business hours. I will refund the amount that you are requesting.The check should go out in todays mail.Sincerely,[redacted]PresidentCentral Heating & Air Conditioning Co.