Hawks Heating & Air Conditioning Reviews (%countItem)
Hawks Heating & Air Conditioning Rating
Address: 953 Pitkin Ave, Grand Junction, Colorado, United States, 81501-3635
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+1 (970) 257-0032 |
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I used Hawks Air Service since 2006 to start-up, shut-down, and service/repair the two evaporative (swamp) coolers at my home since 2006. In 2011, a their recommendation, I purchased a box of 4 cooler pads when only 2 were needed at that time. I stored the remaining 2 pads in my garage in the box they came in and in good condition for future use. On April 19, 2018, the company came out to start-up our coolers. The technician told my husband that one cooler needed new pads and installed another set of new pads rather than the pads I previously purchased (and have a receipt for). I was not at home at this time. Once I learned that we were charged for yet another set of cooler pads, I called to discuss my bill with the owner "Fred." His first response when I told him what happened was "Someone is going to get fired over this. We don't sell partial boxes of pads." He said he would call me back. He never did. Instead, I received another copy of the invoice with a note saying my husband didn't tell the technician about the existing pads and that we should pay the balance due ($176.00). The entire invoice for the work on 4/19/18 was $552.00. I paid all of it ($376.00) except for 2 pads ($176.00) because I shouldn't have to pay for pads I previously purchased from this company. I returned the unused pads to their offices and later received another copy of the same invoice with at note indicating that they don't accept returns after 30 days and I should pay my balance. On December 27, 2018, the box of 2 cooler pads that I previously returned to their office earlier this year (April/May time frame) were left on my door step with a note to please pay the balance ($176.00).
I have retained all invoices and payment records with Hawks Air Serve since I started using them in October 2006 and can provide copies upon request. From 2006 to April 2018, I spent more than $6,274 with this company. I am appalled at the extremely poor customer service over such a relatively small amount on their part. I didn't expect their technician to have checked their records to determine that we had previously purchased pads, but I do however expect a credit for the 2 unused pads I previously purchased. Why would I pay for two sets of something I cannot use?
Tell us why here..
We have been taking care of the ***’s Breezair coolers sense 2006, on 4/19/2018 our technician recommended new pads for the *** coolers on the East side of their home. Mr. advise our technician to go ahead and replace them, as we did the work we were never told by them that the ***’s still had 2 pads from 2011 sitting in their garage, so we replaced all four pads, charged them for the four pads. A week later we get a call from Ms. telling us she would not pay for all four of the new pads we installed because she still had two pads from 2011 in her garage. Hawks was never told by anyone at any time they were sitting in the garage. Had they told us we would have had to sell them four new pads anyway as our distributor does not sell the Breezair pads in single units.
They were told to keep the pads just in case down the road one pad from one of two Breezair cooler they have were to break or fail then the single pad could be used.
I’m sorry we can’t take two new pads off after they’ve been install and return them to our distributor, we don’t sell or install used product and could not resale two pads from 2011 after the fact.
Again, I recommend they keep the pads for future use as they do have two Breezair the same size and pay their invoice from 4/19/2018.
PS not sure any company will take back 7 year old product!
Regards,
Fred S .
Complaint: ***
I am rejecting this response because:
I am not asking for the company to take back the pads. I'm asking for a credit to my account as an EXTREMELY loyal customer over the past 12 years, having spent THOUSANDS of dollars with this company. I wasn't married to my husband in 2011 when I purchased the first set of pads, so he did not know they existed (and therefore could not relay the information to the technician). Further, I was never told pads could only be purchased in a set of 4.
When I called and spoke with Fred the first time about this matter, he indicated he would take care of this situation. I understood that to mean that my account would be adjusted. As a business owner myself, I strive to provide stellar customer service and am grateful for each and every client/customer. I would never do anything to lose a client of more than 12 years over a misunderstanding like this. The fact that this company continues to fight with a loyal customer rather than make an adjustment to their account says a lot about their integrity and overall regard for their customers.
Again, I shouldn't have to pay for the same set of pads twice. Nor should anyone! A quick internet search of reputable breezair supply websites, revealed a set of 4 of the same EM-1 pads for under $105. I'm sure with the markup and overhead included in the price of the 2 pads from Hawks ($176), the monetary loss they would actually incur by crediting my account is significantly less than $100.
***
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]