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Gideon Heating & Air Conditioning

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Reviews Gideon Heating & Air Conditioning

Gideon Heating & Air Conditioning Reviews (3)

I called Gideon's heating and air because I knew that there was something wrong with my a/c. I still had air conditioning, but I wanted a professional to look at it. I told the woman that answered my call of what was going on. I said that I wanted a technician to come out and diagnose what was going on and what my options were. Knowing that an air conditioning unit is expensive, I wanted to make sure that I was informed of what my options were.They told me that they could have someone out the next day, so I planned for that. Later that day that I called there was a knock on the door. A Gideon's employee was there without my knowing. The technician walked through the door, looked at the thermostat, and then went downstairs. He was gone for approximately 30 minutes and then came back upstairs and said "okay boss, you are all set". I was astonished at the lack of customer service. I still had no idea what was wrong with my a/c unit, what he did to my a/c unit, how much if anything it was to fix or look at my a/c unit. Just left completely in the dark about everything. I specifically called Gideon to have a trained professional come out to diagnose the problem and then tell me what the problem was and what my options were so that I could make the best decision for my system and with my approval. I never authorized and told the technician to do any work. I also had no idea that he was doing any work. A week later I received a bill in the mail. I was confused, as I had never authorized any work to be done to receive a bill. I called the office. I was passed around a few times to different people in the company. The last person I spoke with on the phone, unknowing to me, was the owner. she proceeded to yell at me and tell me that it was my fault. that I should have asked if there was a service charge to come out, "we don't tell customers what is wrong because they don't understand', that I was a liar and then she hung up the phone on me. Upset and hoping to speak with someone that cared about their customers, I went to their office. I was then met by both of the owners who continually said, bottom line, you have to pay the bill, and we never will answer a call from you or ever provide service for you ever again. However, I am still paying for a service that I never authorized or agreed to. My complaint is that I never authorized any work to be done or ever was told what the issue was and how Gideon's could fix my issue on my property on a piece of equipment that I own. By far the worst customer service experience I have ever had. Especially on something that is expensive and that my family needs. Just completely astonished at the lack of respect and integrity of this company. The level of unprofessionalism and lack of customer care from this company is disgusting.

+1

I called Gideon's heating and air because I knew that there was something wrong with my a/c. I still had air conditioning, but I wanted a professional to look at it. I told the woman that answered my call of what was going on. I said that I wanted a technician to come out and diagnose what was going on and what my options were. Knowing that an air conditioning unit is expensive, I wanted to make sure that I was informed of what my options were.They told me that they could have someone out the next day, so I planned for that. Later that day that I called there was a knock on the door. A Gideon's employee was there without my knowing. The technician walked through the door, looked at the thermostat, and then went downstairs. He was gone for approximately 30 minutes and then came back upstairs and said "okay boss, you are all set". I was astonished at the lack of customer service. I still had no idea what was wrong with my a/c unit, what he did to my a/c unit, how much if anything it was to fix or look at my a/c unit. Just left completely in the dark about everything. I specifically called Gideon to have a trained professional come out to diagnose the problem and then tell me what the problem was and what my options were so that I could make the best decision for my system and with my approval. I never authorized and told the technician to do any work. I also had no idea that he was doing any work. A week later I received a bill in the mail. I was confused, as I had never authorized any work to be done to receive a bill. I called the office. I was passed around a few times to different people in the company. The last person I spoke with on the phone, unknowing to me, was the owner. she proceeded to yell at me and tell me that it was my fault. that I should have asked if there was a service charge to come out, "we don't tell customers what is wrong because they don't understand', that I was a liar and then she hung up the phone on me. Upset and hoping to speak with someone that cared about their customers, I went to their office. I was then met by both of the owners who continually said, bottom line, you have to pay the bill, and we never will answer a call from you or ever provide service for you ever again. However, I am still paying for a service that I never authorized or agreed to. My complaint is that I never authorized any work to be done or ever was told what the issue was and how Gideon's could fix my issue on my property on a piece of equipment that I own. By far the worst customer service experience I have ever had. Especially on something that is expensive and that my family needs. Just completely astonished at the lack of respect and integrity of this company. The level of unprofessionalism and lack of customer care from this company is disgusting.","neg-1

Misleading consumer regarding diagnosis for air conditioners. Technician wrote, "both systems need to be replaced." False information. On 6/1/16 I requested service call from Gideon, warm air coming from air conditioners. (Have two 18,000 BTU units & worked fine providing heat through recent winter).[redacted], technician came & looked at units then told me, "compressor was bad in one unit couldn't do anything, need replacement." This was written on invoice. Subsequent technician from different company, [redacted] a week later came & said - for same unit, "control board was unplugged & breaker was in off position." He plugged in, added 1 pound of r22, unit is running & cooling." This is all written on invoice as well. Gideon technician misleaded me & was trying to sell me a brand new unit. FRAUDULENT PRACTICE! (Unit is still working fine as of today, 6/28/16.Regarding other unit, when [redacted] from Gideon looked at it he told me that there was a leak in the upper coil & that he could repair it. It would be temporary but would have cool air. At that time I told him that I had a home warranty that would cover the units. He stated, "oh, those warranty companies will replace them with cheap units and you will have to replace them again in 2-3 years, don't want to go with them" with a wave of his arm. He subsequently cut & saudered the coil so the unit is only working at partial capacity and NEGATED/VOIDED MY HOME WARRANTY!! [redacted] then wrote on the invoice, "both systems need to be replaced." Gideon is trying to charge me $357.67 for their fraudulent practice which I refuse to pay! [redacted] technician found that this second unit was missing the King valve cap so he replaced the cap & added 3 pounds of r22 to this unit only one week later!! [redacted] technician noted on invoice which he submitted to home warranty company, " someone has cut & capped off the top 6"s of the outdoor coil which means the unit is not working to its full capacity but is cooling at this time." He also told me that the company probably would not pay or replace units as now there is an existing condition. The technician from Gideon should have told me this BEFORE doing anything so I could have made an informed decision. Needless to say, I received a proposal dated the same day as the service call, 6/1/16, from Gideon for two brand new units for $8,800.00.I called Gideon after the second technician from [redacted] came to look at the units which was a week or so later. I asked who the owner/owners were and set up a face-to-face appointment two days later which was Monday, 6/20/16 with both I voices in hand. One of the owners, [redacted] met with me briefly with the General Manager, [redacted] She proceeded to TRY to chastise ME and defended her technician vigorously. She raised her voice, told me that I waited too long to contact the company and why did I wait so long as she would or could have sent her General Manager out. First, I had to wait a week for the second appointment from [redacted] second, I work and third, I did not want anyone else from that company coming out to do more damage. She was not hearing anything I had to say just berating me, defending the technician and making an issue out of the three weeks it took to gather the information and fit the appointment into my busy schedule. The General Manager was not able to get a word in easily but when he did he was trying to "mince" words with me and said the diagnosis was probably the technician's opinion or recommendation but that is not what it reads or how it was presented. I have contradicting diagnosis on the two invoices from both companies in writing.Desired SettlementFirst, I will not pay Gideon's invoice of $357.67.Second, Gideon should pay me back the $100 service fee that I had to pay [redacted] to double-check their technician's fraudulent diagnosis.Business Response Ms. [redacted] contacted our office on 05/31/16 and reported a/c not cooling-she did not report which system. Service tech went out on 05/31/16 and found that the coil in the up, outdoor unit was leaking refrigerant. The coil is out of factory warranty as the unit is a 2003 model (and in a very corrosive environment). The tech then told the owner that he could by-pass the leaking circuit in the coil for a quick fix, but that the system really needed to be replaced. She said to do the repair. He did by-pass the leaking circuit so that Ms. [redacted] would have a/c. He also found the compressor shorted to ground in the down, outdoor unit. The tech did say she needed 2 new systems as the coil was leaking in up, outdoor unit and compressor shorted to ground in down, outdoor unit and as stated above, both systems out of factory warranty and 2003 models. Ms. [redacted] did not let us know that she was having further problems. We stand behind our work and our service techs, so for instance if she had called our office again and said that she wanted a different tech to come out or our general manager, [redacted] to come out, she would not have been charged had there of been a misdiagnosis with the down system. She does need two new systems, but she stated in our meeting of Monday, May 20th that tech should have stated that "he recommends"-this is just semantics-the systems are old and need to be replaced. Almost the very first words out of her mouth the day of the meeting is that "she knows that the tech must get a commission for selling equipment/systems" and I deflated that idea and told her that no, no our techs do not receive any kind of commission for selling equipment/systems. Also, why did Ms. [redacted] wait 16 days to call the office if she was so upset with our service. The service was performed on Tuesday, May 31 and she did not call the office for a meeting until Thursday, June 16th. If there is a problem, which we do have at times, we like to know about them so that we can fix the problem; if we don't know about the problem we certainly can't fix it. Ms. [redacted] also stated in the meeting that she has a home warranty; Gideon does not do service for home warranty companies so if she knew this up front, why didn't she call her home warranty company and ask them what mechanical contractors they use? Also, I am not willing to give the $100 back to Ms. [redacted] as tech did by-pass the leaking circuit in the coil in the up, outdoor unit and he added refrigerant. The contactor in this unit had also shorted and he replaced. So since she is not paying me for any of the repairs performed on the 31st of May, I am not willing to reimburse the $100. If the tech did make the mistake of condemning the compressor in the down, outdoor unit which he rarely does, then it was an honest mistake on his end. And, like our general manager, [redacted] told Ms. [redacted], you did not give us the opportunity to go back out and check this particular unit so we don't know if what the other company said is correct or not. Like the GM said, for all we know, they could have replaced the compressor? She did not give us the opportunity to re-check behind this particular tech. He has been with our company for around 8 yrs and he is a very honest man and tries his very hardest to perform the repairs as efficiently and honestly as possible. Consumer Response First, my home duct system is set up for two individual systems; once again, Ms. [redacted] is offering "an opinion" like her technician without stating the "facts." This is the precise problem with this company; the consumer is expected to pay for an opinion rather than actual facts. She is incorrect.These two units are located in a coastal environment and, I have seen units in the same neighborhood that appear to be in much worse condition and are working fine. The time frame involved in this dispute is irrelevant. I asked a question to Miss [redacted] in the meeting regarding technician's making commissions. I did NOT state a fact. Once again, she is incorrect.As for Ms. [redacted]'s defense in sending someone else from her company, why would one ask another representative to come for a service check when the first tech was inept or deceiptful? Doesn't make sense. By the way, I was not having further problems as Ms. [redacted] indicates in her response, their technician left me with one unit not working at all because "the compressor was bad and needed to be replaced" he stated. He unplugged the control board and shut off that breaker!!!! THAT UNIT IS WORKING FINE AFTER REFRIGERANT WAS ADDED AND PLUGGED IN!!! I have paperwork that states this.As for a "mistake" in condemning the unit, consumers that are not willing to purchase BRAND NEW units because of a misdiagnosis or "mistake." (Although, I now firmly believe that this is a practice of this company and probably happens often). I wanted a second opinion which confirmed my suspicion as the units worked fine throughout the previous winter months.The fact that the units are out of factory warranty is irrelevant also.As far as the home warranty company the Gideon technician did not know if they contracted with them. He also bad-mouthed home warranty companies and stated, "they put the cheapest units in which will have to be replaced in 2,3 or 4 years."Ms. [redacted] and her General Manager are grasping for straws in making the absurd statement that the compressor may have been replaced. It has not.Honesty was not first and foremost in dealing with this company on their part. If this technician has so much experience I would NOT want to see the work from their less experienced technicians.Let me just re-cap, this company is practicing fraudulently and is trying to take advantage of uninformed consumers. I hope that this complaint is a permanent mark in this company's file. Also note, I am astounded at the lack of customer service skills of this business owner and the pure rude nature that she spews at a reasonably concerned consumer, utter shock!

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Description: Heating Air Conditioning Suppliers, Air Conditioning Repair Companies, Air Conditioning & Heating Contractors - Commercial, Air Conditioning & Heating Contractors - Residential, Heating Contractors, Air Conditioning Companies

Address: 98 J H Batts Rd, Surf City, North Carolina, United States, 28445-7030

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