Courtney Heating & Cooling

Courtney’s Heating & Cooling was first contacted by [redacted] to set up a maintenance visit on his furnace 11/09/We went to the home 12/07/to perform a precision tune up and professional cleaning on his furnaceAt the time of service [redacted] was offered several optionsHe could do this one time maintenance visit for $ or he could sign up on a maintenance planThe maintenance plan included visits and the total of the plan is $ We explained to that he could put a $ deposit down on the plan and we would collect $ for each maintenance visitHe chose to sign up for the maintenance plan, so we collected his $ deposit plus his first maintenance visit amount of $ We have enclosed a copy of the maintenance plan that [redacted] signed showing the totals of the plan and his signatureIt also states on the plan, that any repairs needed would be received with a 15% discountWe returned 05/15/to perform the ac precision tune up and professional cleaning as his 2nd visit on the maintenance plan that he signed up for in December of At the time of service, our technician found the system to be low on refrigerantWe added 1lb of refrigerant for $ We did alert the customer of this needed repair and he was very unhappyHe told the service technician that he was told he would not have to pay for repairsHe only had to pay $ no matter what was neededHowever he did go ahead and pay the $ maintenance visit amount and the additional $ for the refrigerantThe following day 06/01/16, the customer called our office and was very irate and demanded his money back for the repair the night beforeOur receptionist passed the call onto our office manager [redacted] continued to be very irate, explaining that everyone in StLouis was scam artists and that he should have never moved hereHe said every company he has dealt with has taken advantage of himHe then explained again that he was told he would never have to pay us anything other than $ anytime we came outOur office manager said she would send him a copy of the maintenance plan that showed that additional repairs were not covered and would be received at a discounted rateOn 06/04/16, [redacted] called our office again very irate and using profanityHe told our reception that he had gotten his copy of the plan that our office manager had sent himHe was mad that she had highlighted the portion indicating the 15% discount and wanted his money back right nowWe told him that we were not going to give his money back, the repair has already been completedThe customer started threatening us and said he was going to call the police and the Revdex.comAgain , he was irate and using profanity, which we do not tolerateCourtney’s Heating & Cooling has been in business since We do not speak to our customers the way the homeowner is statingIf that were the case we would not be so successful in business and would surely have many more complaintsThe customer however seems to be unhappy with every company he has dealt with including our company as he has statedSo therefore we feel there is no solution we can offer that would satisfy this customer

I apologize, I misunderstood the report given to me by HollyI thought that Mr [redacted] had also asked for a refund during their conversation since he is asking for a refund nowThe basis of the conversation remains as stated and that was that we needed to see in writing what was found by the other company so that I could discuss it with Mr [redacted] The reason we ask for this information is so that we can verify the claimWe are sure Mr [redacted] is being truthful in the findingsHowever, we have had situations by other clients where claims were made or the diagnosis were made by a friend and not a certified companyThis has led to our policy to have a copy of the invoice from a certified HVAC contractor to verify claims made by our clientsWe do not feel like this is an unreasonable request

Complaint: ***
I am rejecting this response because:** ***'s failure to speak to me in person, on the phone or by e-mail with a logical explanation of the mis diagnosis by his technician of my HVAC system.I find it laughable that *** would question my honesty, or my intentions regarding this complaint when the focus of any type of dishonesty or improper business practices are clearly pointing at the inaccurate report that was provided to me by his service man Joe.The fact that he has refused to communicate with me unless I provide him with documents that I have no obligation what so ever to provide to him is ridiculousHis company created this issue and he has done nothing but add fuel to the fire with his reluctance to explain his company's inaccurate diagnosis of my HVAC system.I ask you this ** ***, why was your company trying to sell me a complete HVAC system for over $when the only thing wrong was an exposed wire that was short circuiting and was repaired by another HVAC contractor for less than $?Why don't we focus on the real issue here and you stop trying to spin this story a different wayI hope you don't misunderstand that
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/07) */
This homeowner called our office requesting her recordsWe did not tell her that it was against the law to provide them to herWe explained that there is sensitive information on the tickets such as credit card information and that we needed
something in writing to ensure we were sending the records to the correct person as that is our company policyAlso, we did not tell her that we did not have an officeWe do have an office in South StLouisWe did explain that we did not have a West County location and that all calls went through our South City locationWe did receive her request for the records in writing and we sent them to her
It sounds like the problems the homeowner is having are problems related to the air conditioner and the ductworkHowever we cannot confirm this without actually seeing the problem she is having with the air conditionerWe cannot rely on another company's diagnosis as to what is happening hereNo documentation has been produced to us from this other company stating that these problems are related to the furnace we installedFurthermore if these problems she is claiming are true, we were not the company that installed the ductwork, filter slot, or air conditioner in this home
The only time we serviced the air conditioner was July 01, which was for the air conditioner not coolingThe problem she had at that time was due to lack of maintenanceWe cleaned the condenser coil, replaced the filter that was supplied by the customer, and blew out the condensate hose and fittingDuring the period of time of service at this home after that July 1, call to November 23, we were never contacted by the customer with complaints of any condensation or no cooling problems
On February 07, during our yearly maintenance on the furnace we found the heat exchanger crackedWe installed a new furnace the next day, February 08, This furnace was installed to the existing supply and return ductworkWe did not install any new ductworkThe ductwork was all pre-existing and installed prior to our furnace installation by another company
On October 18, we were out for the furnace not heating due to a bad control boardWe returned the next day, October 19, and replaced the control board under warranty and preformed maintenance on the furnace
The last time we were out at the home was Saturday November 23, for the furnace not heating due to a bad circuit boardOur technician did not have the board in stock on his vanAll of our vendors were closed due to it being a Saturday eveningOur technician left space heaters to keep the customer comfortable until we located the board and were able to returnThat same evening the customer contacted the same technician and told him she was going to call a lawyer if we did not fix the furnace that nightOur technician then contacted our parts manager and they met at our warehouse at 11:pm to see if we could get the boardThey removed a brand new board from a new furnace we had in stock since we could not get one from a local supplier that eveningOur technician then returned to the home at 12:27am and was there until 1:06am to install the new board and restore heat to the homeSince the furnace purchased only had a labor warranty of year from the installation date, we did charge $for the labor for this visit
We at Courtney's Heating and Cooling stand behind our work and the products we offerWe were only contracted by this customer to install a new furnace to the existing supply and return ductworkFor this reason, we do not feel we are liable to refund for the furnace, the service call, or any doctor billsIf these problems are caused by the air conditioner or the ductwork, then the original installer of those products should be contacted

Initial Business Response /* (1000, 5, 2015/11/16) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@sbcglobal.net
We apologize for this situationThere was a misunderstanding and this was something that we should have taken care of for the
client at no chargeWe spoke with the client 11/09/and got this all cleared upWe sent a technician to her house on 11/12/and performed all of the necessary repairs at no chargeThe client was satisfied at completion of the work
Initial Consumer Rebuttal /* (3000, 8, 2015/11/16) */
I had filed a complaint against a businessThe Revdex.com had intervened for me and the business finished my job as requested

I apologize, I misunderstood the report given to me by Holly. I thought that Mr. [redacted] had also asked for a refund during their conversation since he is asking for a refund now. The basis of the conversation remains as stated and that was that we needed to see in writing what was found by the other company so that I could discuss it with Mr. [redacted]. The reason we ask for this information is so that we can verify the claim. We are sure Mr. [redacted] is being truthful in the findings. However, we have had situations by other clients where false claims were made or the diagnosis were made by a friend and not a certified company. This has led to our policy to have a copy of the invoice from a certified HVAC contractor to verify claims made by our clients. We do not feel like this is an unreasonable request.

Courtney’s Heating & Cooling was first contacted by [redacted] to set up a maintenance visit on his furnace 11/09/15. We went to the home 12/07/15 to perform a precision tune up and professional cleaning on his furnace. At the time of service [redacted] was offered several options. He could...

do this one time maintenance visit for $ 84.95 or he could sign up on a maintenance plan. The maintenance plan included 6 visits and the total of the plan is $ 378.00. We explained to that he could put a $ 60.00 deposit down on the plan and we would collect $ 53.00 for each maintenance visit. He chose to sign up for the maintenance plan, so we collected his $ 60.00 deposit plus his first maintenance visit amount of $ 53.00. We have enclosed a copy of the maintenance plan that [redacted] signed showing the totals of the plan and his signature. It also states on the plan, that any repairs needed would be received with a 15% discount. We returned 05/15/16 to perform the ac precision tune up and professional cleaning as his 2nd visit on the maintenance plan that he signed up for in December of 2015. At the time of service, our technician found the system to be low on refrigerant. We added 1lb of refrigerant for $ 60.00. We did alert the customer of this needed repair and he was very unhappy. He told the service technician that he was told he would not have to pay for repairs. He only had to pay $ 53.00 no matter what was needed. However he did go ahead and pay the $ 53.00 maintenance visit amount and the additional $ 60.00 for the refrigerant. The following day 06/01/16, the customer called our office and was very irate and demanded his money back for the repair the night before. Our receptionist passed the call onto our office manager. [redacted] continued to be very irate, explaining that everyone in St. Louis was scam artists and that he should have never moved here. He said every company he has dealt with has taken advantage of him. He then explained again that he was told he would never have to pay us anything other than $ 53.00 anytime we came out. Our office manager said she would send him a copy of the maintenance plan that showed that additional repairs were not covered and would be received at a discounted rate. On 06/04/16, [redacted] called our office again very irate and using profanity. He told our reception that he had gotten his copy of the plan that our office manager had sent him. He was mad that she had highlighted the portion indicating the 15% discount and wanted his money back right now. We told him that we were not going to give his money back, the repair has already been completed. The customer started threatening us and said he was going to call the police and the Revdex.com. Again , he was irate and using profanity, which we do not tolerate. Courtney’s Heating & Cooling has been in business since 1977. We do not speak to our customers the way the homeowner is stating. If that were the case we would not be so successful in business and would surely have many more complaints. The customer however seems to be unhappy with every company he has dealt with including our company as he has stated. So therefore we feel there is no solution we can offer that would satisfy this customer.

Complaint: [redacted]
I am rejecting this response because:The description of the conversation that was had between myself and [redacted] at Courtney Heating and Cooling is totally inaccurate.At no time during that conversation did I ask for a refund of any type. I simply asked to speak to the owner of the company for an explanation of the inaccuracies of the diagnosis that was performed by his technician on my AC unit. The main issue was that I was told that by Courtney that my compressor was locked up and needed to be replaced at a cost of over $3000.00 dollars, when in reality,my compressor is in perfect working order and the actual problem was a wire that was shorting out.That issue was fixed by a different contractor at a cost of less than $300.00 dollars.[redacted] informed me that the owner would not even speak to me about my issue unless he had a copy of the other companies work order in his hand. I told her I did not feel obligated to provide any paper work from the company that provided the repairs.I told her at that point that a complaint against her company would be filed with the Revdex.com.I will consider this complaint unresolved until an explanation of the actions of Courtney Heating and Cooling are explained to me in person or in writing from the owner of this company. I do not find this to be an unreasonable request by any means.I also am seeking a refund of $189.00 from Courtney Heating and Cooling to cover my service fee I paid them and lost wages by my wife for the wasted time she spent to receive an inaccurate and misleading diagnosis of our HVAC system. 
Sincerely,
[redacted]

[redacted] had contacted [redacted]s Heating & Cooling May 18, 2016 and spoke with [redacted] in regards to the service performed at his home on May 16, 2016. He explained that the ac was fixed and that we had misdiagnosed the problem. He had asked for a refund of the $ 89.00 diagnostic...

fee that we charged him. [redacted] explained that we needed to see a copy of the invoice to validate the claim and so that we could discuss the findings further. Mr. [redacted] said he should not have to prove anything to us and did not want us to know who the company was that was out to his home. [redacted] explained to Mr. [redacted] that he could block out the name of the other company on the ticket if that made him feel more comfortable. Mr. [redacted] stated that he would not send us a copy of the invoice and that he would issue a complaint against our company. It is our policy to see a copy of the invoice from the other company so that we may verify that another contractor was indeed there and verify that the diagnosis was indeed wrong. We cannot issue a refund without this verification. If we made an error, we are more than happy to make it right by issuing a refund of the the $ 89.00.