Gnoth & Naragon Heating & Air Conditioning Reviews (%countItem)
Gnoth & Naragon Heating & Air Conditioning Rating
Address: 1222 West 8th Street, Mishawaka, Indiana, United States, 46544
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I had the company out for a service call on 12.27.17 (paid $75) and was told I needed the secondary heat exchanger replaced, which was a warrantied part. I asked the tech before he left what the cost might be to repair this he said $375. When I asked why he explained that the part was difficult and time consuming to remove/replace. I didn't feel comfortable with his explanation and contacted the office on 1.5.18 to confirm what I would be charged for; Was told by female in the office that labor was $79/hour. I further questioned the tech's pricing since I was told by Owner, Scott on 1.2.18 that the job should take 1-2 hours how the price was $375? I was told during that 1.5.18 phone call that I would be charged for labor--nothing else was mentioned. My part was finally scheduled for install on 2.3.18. The tech arrived at 9:45am and finished the job at 11:15am (1.5 hours). When he handed me the invoice there was a "Warranty Charge" of $75 and 2.5 hours of labor for $197.50. I questioned the tech and was very uncomfortable handing him a check because this additional charge was never mentioned in the many phone calls made to follow up on receipt of the part, when I was confirming charges with the office on 1.5.18, not even when I called on 2.1.18 and spoke to Scott to schedule the repair. After the tech left I immediately contacted *** and issued a Stop Pay on my check. I called Scott and left a voicemail listing my concerns and also text him at the same number advising that I had issued the stop pay and would not send payment until the issue had been discussed/resolved. Scott returned my phone call on 2.5.18 and stated he was not willing to accept my payment of the labor and would be taking me to court for the $75.
On dec.27,2017 we went out to *** house for a service call. we let her know that the secondary heat exchanger on he furnace had an issue and was leaking water in her furnace. wWe told her it had to be replaced and that the heat exchanger was under warranty, but the labor to fix the unit was not. The tech told her it would cost 375.00 to fix the unit. This is a flat rate cost that the industry uses to charge customers. ( its the same way mechanics charges for their services in garages to fix your car)
I (scott lukowski) received a call on jan. 5,2018 from Shannon about these charges and she was inquiring about the arrival of the heat exchanger. Shannon wasn't liking the flat rate fees so I accomadated her and told her we could do it by the hourly rate of 79.00 and hour. She said that was fine. She then asked when her heat exchanger would be in and I told her I would have to check suppler and give her a call back. I contacted one of my suppliers and they had no order for the heat exchanger. So then I contacted my tech and asked him which supplier he contacted and he told me. My first assumption of supplier was wrong. I then contacted second supplier and they informed me that there was 41 other heat exchangers of that kind on back order. I then proceeded to get ahold of *** and let her know. She was not the happiest person then; but I informed her I had no control of this situation and when the supplier calls me and tells me its here we will schedule a time to put it in.
On feb. 1,2018 *** called office and asked about her heat exchanger and I was happy she called cause I missed placed her phone number cause it was not on her original invoice. we scheduled a time to come out and get the heat exchanger installed. After the heat exchanger was installed my tech gave her the bill and it totaled 273.50. It was 101.75 cheaper then the original price that we quoted he on the flat rate scale.
But she called to complain about the cost.....I told her when I called her back that the cost is from going to get her heat exchanger from the supplier and installing it, plus we had to charge her a processing fee that I was charged from supplier that I didn't anticipate. that charge was 75.00. the reason for this charge is cause the supplier didn't originally sell this furnace to the install company and they were going to have to do the warranty paper work on this product. I had no control on this cost.
Shannon called up after service call and after writing check saying that she refused to pay for the 75.00 processing fee and that she was going to stop payment on check if I didn't take that off bill and absorb that cost for this job. I explained to her that I already gave her a break on the labor part by changing her from flat rate to hourly charges. but she still wanted to argue about the cost. I told her it wasn't my furnace and that I shouldn't have to pay her bill. She of course wasn't to happy. I then told her that if she stops payment on the check, like she said she was going to do, I would have no course of action but to take her to court for the money.
I fixed her furnace for less then origanally quoted and she is still unhappy. Not sure what else I can do at this point.
I am rejecting this response because: It is not an accurate representation of what occurred from December 27, 2017 - February 3, 2018. I am still willing to pay the $197.50 for the labor I was told I would be responsible for. However, if this is not an acceptable solution, I welcome the opportunity to present my side of this dispute in court. I will bring along my original invoices, all of my cell phone records, text messages, banking documentation (to prove the timing of the Stop Payment) as well as very detailed notes of each of day that I had to put forth personal effort to get the warrantied part installed on my furnace (a furnace that was installed by *** in 2005).
I cannot praise this company enough and the new owner, Scott, and his office gal, Jamie. Scott saved me almost $1100 when another company said I needed a new inductor motor. He came out to take a look before he ordered one for me (at a much better cost than the other company), turns out I didn't even need it, go figure! A small drain was plugged with some slimey water (I had not gotten a cleaning/maintenance check on it for the 7 years I had the furnace, my bad, and I am now signed up for it with G&N). Funny how the other guy said he drained all the water and just couldn't seem to figure it out and then said I needed the new motor. It took Scott all of 5 minutes to find the problem, and my furnace was promptly up and running again within minutes!!! The other guy came out early afternoon last Friday, scratching his head, couldn't figure it out (either he was really stupid or was really trying to rip me off) and then left me hanging all weekend and Monday with no heat, scared to death about how I was going to come up with $1100 to fix my 7 year old, top of the line furnace. SO GLAD I called Scott at Gnoth and Naragon. $75 trip fee and I was up and running in no time! The other company charged me $99 and didn't do a thing. They're located right around the corner from me, so I took my cup of slimey water that Scott showed me he pulled off the motor and drain plug, along with his ticket, and told them they lost a customer and I demanded my $99 back from them (which they have refunded me.) I promptly signed up and paid for my yearly furnace and a/c maintenance plan on the spot before Scott left, they're coming back soon to take care of me. Scott was a hoot and a joy to work with, I just can't thank him and Jamie enough for taking such good care of me. Highly, highly recommend this company.