Don Hoffacker's Air Conditioning & Heating, Inc.

Terribly disappointed with the half-truths and lack of professionalism displayed by this company after previously being very pleased and recommending them.
I had them install a new central heat pump unit (indoor and outdoor units) six years ago and was very pleased. I purchased a 10 year warranty based on their claim that any needed repairs in that time would be fully covered at no expense. I declined their annual maintenance contract, instead electing to perform coil cleanings and filter replacements (as required per the warranty manual) myself. They said that was fine.
Three days ago the outside unit quit working. The tech came the next day and performed the repair, then presented me with a $96 bill for the service call. When I questioned the charge he countered with the thinly veiled threat that the warranty could be voided entirely because I hadn't had them perform the regular maintenance required by the warranty. He insisted that if I didn't have receipts showing I paid someone to do the service, the manufacturer wouldn't honor the warranty. It was after hours by this point, so I couldn't reach the office.
The next day I called the office to inquire about the service charge policy. The woman who answered the phone confirmed that their policy is to charge the fee in addition to any services performed. She then proceeded to change the topic just as the service tech had, threatening to void the warranty because I hadn't had them perform regular maintenance (which she later denied having said). When I told her I had performed the needed cleanings she asked pointedly (and condescendingly), "You've used a hose to clean the coils?" I responded that I had and asked if she was suggesting that customers were too stupid to clean coils. She laughed and answered, "You'd be surprised."
I returned to the original subject by informing her that I would not be using them in the future. Her response was that they wouldn't come to my house again anyway.
I certainly won't be recommending them again.

Review: Mailer sent regarding seasonal inspection service stated that I had a service plan when that was not the case.Desired Settlement: Future mailers should clearly state whether the recipients are currently enrolled in a service plan.

Business

Response:

November 15, 2013

Dear Revdex.com Folks-

We are in receipt of your letter dated 11/13/13.

Re: Consumer as indicated on your Customer Info Sheet Regarding Attention To:

A.) We will discontinue any future advertising to this location

B.) We will not send any future mailer regarding seasonal inspection service to this location stating that consumer had or has a service plan (We do not sell/provide/have service plans-only Maintenance Agreements).

C.) Just for your information, copy of service provided enclosed With description of what was provided and consumers signature Indicating acknowledgment and agreement of and for service Rendered.

D.) ?

E.) We don’t really have a store but we will discontinue future mailers to this location and we promise we will correct whatever it is that we Should fix!

Hope I have satisfactorily addressed all your yours and the consumer’s issues.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The business does not commit to ending the practice I complained about. I was hoping that the business would promise to end the practice of sending mailers suggesting the existence of a maintenance agreement between the business and the recipient, particularly to people who live in locations where the business does not even offer maintenance agreements.

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I cannot state this more clearly: The business sent me a mailer implying that I had a maintenance agreement with them even though they do not offer maintenance agreements in my area. What I expect the business to promise is that they will no longer send mailers implying the existence of a maintenance agreement between the company and the recipient to areas where they do not even offer maintenance agreements. Their letter of November 15 only states that they will no longer send *me* such mailers, which should be an insufficient response to the Revdex.com.

Regards,

Business

Response:

Check Message tab or see attached.