Hendel's Refrigeration & Heating, Inc.

His reply is a standard reply trying to deny any wrong doing. ALL of the competitors in the AC industry offer limited warranties/guarantees when they do work. Our AC did NOT have leaky copper tubes prior to [redacted]s showing up to replace the Fan Wheel, and within 12 hours of them doing service ALL of the Refridgerant had leaked out of our system, which would indicate that at the time of the "repairs" they did, they also broke the copper tubes, and are now trying to charge me upwards of $800. This is THEIR fault....they damaged the tubes, and we've been without AC for 5 weeks in the middle of summer. I'm contemplating a lawsuit.[redacted]Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Dear Mr. [redacted]’s took very good care of your mother and she was very happy with the services we provided.  We provided both Maintenance Services and Repair Services for your mother.  Each time your mother contacted [redacted]’s for repair service, we...

dispatched a technician the same day and got her unit cooling/heating.  In all, 7 calls were yearly maintenance, 7 were service repairs and 2 issues were electrical.  The Electrical issues had nothing to do with her HVAC system.  [redacted]’s did not install your HVAC system.. The last few times we serviced your HVAC system our technicians recommended replacement due to the age and costly repairs, you requested the repairs.  All of your statements alleging our technician broke your AC are untruthful and you weren’t charged for the last service call.  We not only took very good care of your mother, we tried to provide you with the proper recommendations for the age of your HVAC system. [redacted]'s tried to assist you with financing and costs, but you became belligerent, cursing and yelling at our employees.

I received 3 quotes from 3 different contractors for a full heating/cooling system ($9000+). We have used Hendel’s in the past and told them this is one of the reasons we wanted a quote from them. They were not the cheapest (+$50) but due to our past service experience, we selected them. All proposals/quotes were for the same complete 18 SEER system. When Hendel’s came to install, the installation crew did an amazing job. They were kind, courteous and very knowledgeable. However when they went to install the thermostat, they put in a model that was one step above the old mercury ones. I told them this is not what we were quoted or told when the sales man ([redacted] [redacted]) was here. They told me this is what they have and I need to talk to [redacted]. I called [redacted] and he said I would have to pay for an upgrade. So I called [redacted] and they told me what thermostat should go with the system and the model number. I called [redacted] and told him which thermostat needs to be installed. Then came the $350 upcharge! I told him when he was here he said we would have Wi/Fi access to the new unit and he said “he didn’t remember that”. He said, “All the contract says is digital, and this is a digital thermostat” . WOW! I have 3 quotes, 2 that include the Wi/Fi thermostat and then [redacted]’s. This would have put Hendel’s as the highest bid and I would have gone with someone else. BEWARE! The will try to upcharge you DURING install. AVOID THIS COMPANY FOR SALES! The crew that will come and service (Rich and Frank) were AMAZING they get MAX STARS!

$5439.32 bought an American Standard 3T heat pump from Hendel's.on 11/4/2013. On 3/25/2014 serviced by Hendel's, for $79.00 and unit ready to go. 3/27/2015 got checkup with Hendel's and unit ok, another $79.00. On 8/31/2015 unit not working. Hendel's came and looked at unit and found broken fit rotolock fitting, has to order part. Labor day w/e we went out of town. They had and installed part, reintroduced Freon $243.00 (we did not pay) on 8/31/2015. On 9/8/2015 we got bill for $1443.67 for Freon and labor, we did get part free. We are on Social Security and wish Hendel's would stand behind their products, as this is unacceptable, never do business with Hendel's again. Also SRP bill for Sept $361.10, which I blame Hendel's.

We recently bought a 6.5 ton 16 seer A/C unit from Hendels for over $7,500. At first, the salesperson [redacted] was very friendly, but after the install, when I came home from work, I seen that they didn't go through the crawlspace in the attic like he originally planned on. Instead, they cut a hole through our wall to move in the air exchange unit.
After being promised for weeks that "their best handyman" would come out to fix the hole, they never showed up. Finally, I received a text with a handyman's phone number with the note "sorry, we don't cover repair work. you are on you own". I felt mislead and disappointed in how we were treated. We'll definitely use someone else next year when we replace the second unit in our home.

Called Hendels for a annual service & inspection on the 2 A.C. units on my home, they were very professional, timely and did everything they said they would. Great company you can trust!! [redacted]

His reply is a standard reply trying to deny any wrong doing. ALL of the competitors in the AC industry offer limited warranties/guarantees when they do work. Our AC did NOT have leaky copper tubes prior to [redacted]s showing up to replace the Fan Wheel, and within 12 hours of them doing service ALL of the Refridgerant had leaked out of our system, which would indicate that at the time of the "repairs" they did, they also broke the copper tubes, and are now trying to charge me upwards of $800. This is THEIR fault....they damaged the tubes, and we've been without AC for 5 weeks in the middle of summer. I'm contemplating a lawsuit.[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]

Regards,

Called Hendels for a annual service & inspection on the 2 A.C. units on my home, they were very professional, timely and did everything they said they would. Great company you can trust!! [redacted]

Dear Revdex.com/Mr. [redacted]Hendel’s has been servicing the East Valley for more than 45 years providing all of our customers with competitive pricing, speedy service and above all we treat our customers fairly.  This is how we have become one of the most respected Air Conditioning companies in Arizona.  Hendel’s won the TORCH award for ethics, applauding businesses like ours for exemplary ethics.  All of Hendel’s Technicians are certified and are provided extensive in-house training at Hendel’s.   As with all of our customers, you were provided with the proper recommendations and were appropriately warned about the risks of repairing a 15-year-old Tappan Air Conditioner.  Hendel’s did not damage your “tubes”.  This is the first complaint we have ever received accusing Hendel’s of purposely damaging a unit.

Had Hendel's install a complete [redacted] unit on 6/2011 for our house, they seemed to have the best price at the time, now I know why. This past Fri evening our system stopped running. Saturday afternoon their service tech came out and advised us that our coil in the attack needs to be replaced and our system has no Freon in it due to the coil malfunctioning. He stated that he could not get the part till Monday. Tech showed up Monday afternoon to start installing the new coil, after 15min of being in the attic he came out and ask if he could come back on Monday morning when it was cooler (so we spend another $89.00 at the hotel). Tech shows up Tues morning and installs the new coil. Both techs had excellent customer service skills from both of them while they installed the coil. Monday morning I spoke with the office manager and explained to her that due to the coil going out prior to its warranty date and all of the Freon leaked out, I was told that I need to pay the cost of new Freon even though the part that created the leak was still under warranty. She proceeds to tell me "unfortunately that is the way it is" I couldn't believe what I just heard in the phone. I have been in the public safety business for over 25 years here in the valley, and if I was ever to stay that to a customer that has dialed 911 and is in need of our service, I would be fired on the spot. Field techs awesome! Management needs a little work on the customer service side. Before we ended our conversation she put me on hold spoke with a colleague, then proceeded to tell me that I could call [redacted] to see what they could do. Lets pass the buck is what I took out of that statement. There was no need to call [redacted] they warrantied the coil like they say they will (5 years). A little customer service will go a long ways if companies like this one would work with customers in a way that they truly care. Maybe meet half way on the Freon, maybe one night of room stay or even one hour of labor taken care of. No way!! Just give us your $1150.00 and we will call it good.
Cost of unit in 2011 $6126.00
Freon and labor 2014 $1150.00
4 nights for room $ 356.00
----------
8/2014 Unit is 3yrs old $7632.00
When this coils goes out before its 5 year anniversary or we create another leak in the system, hopefully a different style of customer service has been integrated within the Hendel's organization.

I received 3 quotes from 3 different contractors for a full heating/cooling system ($9000+). We have used Hendel’s in the past and told them this is one of the reasons we wanted a quote from them. They were not the cheapest (+$50) but due to our past service experience, we selected them. All proposals/quotes were for the same complete 18 SEER system. When Hendel’s came to install, the installation crew did an amazing job. They were kind, courteous and very knowledgeable. However when they went to install the thermostat, they put in a model that was one step above the old mercury ones. I told them this is not what we were quoted or told when the sales man ([redacted]) was here. They told me this is what they have and I need to talk to [redacted]. I called [redacted] and he said I would have to pay for an upgrade. So I called [redacted] and they told me what thermostat should go with the system and the model number. I called [redacted] and told him which thermostat needs to be installed. Then came the $350 upcharge! I told him when he was here he said we would have Wi/Fi access to the new unit and he said “he didn’t remember that”. He said, “All the contract says is digital, and this is a digital thermostat” . WOW! I have 3 quotes, 2 that include the Wi/Fi thermostat and then [redacted]’s. This would have put Hendel’s as the highest bid and I would have gone with someone else. BEWARE! The will try to upcharge you DURING install. AVOID THIS COMPANY FOR SALES! The crew that will come and service (Rich and Frank) were AMAZING they get MAX STARS!

Dear Mr. [redacted]’s took very good care of your mother and she was very happy with the services we provided.  We provided both Maintenance Services and Repair Services for your mother.  Each time your mother contacted [redacted]’s for repair service, we...

dispatched a technician the same day and got her unit cooling/heating.  In all, 7 calls were yearly maintenance, 7 were service repairs and 2 issues were electrical.  The Electrical issues had nothing to do with her HVAC system.  [redacted]’s did not install your HVAC system.. The last few times we serviced your HVAC system our technicians recommended replacement due to the age and costly repairs, you requested the repairs.  All of your statements alleging our technician broke your AC are untruthful and you weren’t charged for the last service call.  We not only took very good care of your mother, we tried to provide you with the proper recommendations for the age of your HVAC system. [redacted]'s tried to assist you with financing and costs, but you became belligerent, cursing and yelling at our employees.

They certainly know they "gotcha." We needed a capacitor immediately, and they charged us over $80.00 for a part that cost $8.80 online!

We recently bought a 6.5 ton 16 seer A/C unit from Hendels for over $7,500. At first, the salesperson [redacted] was very friendly, but after the install, when I came home from work, I seen that they didn't go through the crawlspace in the attic like he originally planned on. Instead, they cut a hole through our wall to move in the air exchange unit.

After being promised for weeks that "their best handyman" would come out to fix the hole, they never showed up. Finally, I received a text with a handyman's phone number with the note "sorry, we don't cover repair work. you are on you own". I felt mislead and disappointed in how we were treated. We'll definitely use someone else next year when we replace the second unit in our home.

$5439.32 bought an American Standard 3T heat pump from Hendel's.on 11/4/2013. On 3/25/2014 serviced by Hendel's, for $79.00 and unit ready to go. 3/27/2015 got checkup with Hendel's and unit ok, another $79.00. On 8/31/2015 unit not working. Hendel's came and looked at unit and found broken fit rotolock fitting, has to order part. Labor day w/e we went out of town. They had and installed part, reintroduced Freon $243.00 (we did not pay) on 8/31/2015. On 9/8/2015 we got bill for $1443.67 for Freon and labor, we did get part free. We are on Social Security and wish Hendel's would stand behind their products, as this is unacceptable, never do business with Hendel's again. Also SRP bill for Sept $361.10, which I blame Hendel's.

We recently bought a 6.5 ton 16 seer A/C unit from Hendels for over $7,500. At first, the salesperson [redacted] was very friendly, but after the install, when I came home from work, I seen that they didn't go through the crawlspace in the attic like he originally planned on. Instead, they cut a hole through our wall to move in the air exchange unit.

After being promised for weeks that "their best handyman" would come out to fix the hole, they never showed up. Finally, I received a text with a handyman's phone number with the note "sorry, we don't cover repair work. you are on you own". I felt mislead and disappointed in how we were treated. We'll definitely use someone else next year when we replace the second unit in our home.

Review: THEY BROKE MY AC BY CAUSING PINHOLES IN THE COPPER TUBING WHICH LEAKED ALL THE REFRIDGERANT OUT AND THEN TRIED TO CHARGE ME ANOTHER $800 FOR THE DAMAGE THEY CAUSED....THESE PINHOLES DID NOT MAGICALLY APPEAR.

Where to begin.

We're currently living in our home in Mesa, but previous it had been occupied by my Mother, who is 68 years old, and now lives with her boyfriend, and so we've taken over the mortgage etc.

Within a week of living here, our AC began to have problems, which we thought, was pretty typical, since it was Summer and this summer has been a bit brutal. Especially this past heatwave.

We started going through receipts, because my Mother was meticulous at keeping them. We discovered.....that this AC had had, 17 service calls from [redacted] in 10 years.

I asked my Mom why she kept using them, if clearly they weren't fixing the issues very well. 17 service calls in 10 years sounds like a company that is taking advantage of an old lady to me, but she insisted they were good to her.

So I called them.

Now back on June 20th of this year, they had replaced the Blower Motor for a cost of about $650.....and on the receipt they claimed to have checked EVERYTHING.

But after a week of us moving in, around August 12th, we noticed a sound coming out of the AC. Keep in mind the AC was still blowing ICE COLD AIR without any issues.

Turns out the sound was "the blower fan" which had come loose and was rattling around. They fixed this for $350, and I questioned them on why they didn't check everything in June. They said "well there's no way to really foretell these kinds of things"

So I said....you know 18 service calls now in 10 years seems pretty suspicious to me, and I said "Did you make sure you checked EVERYTHING this time?"

"Yessir we checked everything, I promise you, and this thing should last at least another summer or two"

WITHIN 48 HOURS OUR AC WAS BLOWING HOT AIR.

I called them first thing in the morning, fairly upset and said "wow, imagine that, you guys come out here, take the motor off, put in this new fan....we've spent over $1000 with you already this year and suddenly it's blowing hot air? It was blowing ICE COLD air before you guys showed up"

So their new technician comes out, they charge me ANOTHER service FEE...ARE YOU KIDDING ME??????

Only to come back and show me these "pinhole" leaks in the copper pipes, and apparently all of the refrdigeration had leaked out, and now they wanted to charge me another $800 to put in refridgeration.

So....mysteriously, they come out to fix it and 48 hours later there's pinhole leaks in my AC and it has leaked all of the refridgeration out.

DO THEY OFFER TO FIX THEIR OWN MISTAKE?

NOPE. Instead they try to convince me to buy another unit for $5200 dollars.

Well my family can't afford that right now.

One week later, I have called them, and said that this is their mistake and they should fix it free of charge. Especially with 18 fricking service calls in 10 years, these guys have made a small fortune off of my Momma, and they tried to do it to me.

THESE GUYS ARE EVIL....THEY DO SMALL PATCH FIXES that will intentionally break so that they can come out again and charge you more exorbitant fees. They have ZERO accountability for their terrible work.

AVOID THESE GUYS OR YOU WILL ULTIMATELY RUN THE RISK OF BEING PREYED UPON LIKE MY MOM WAS.

I have fired them.

And right now my family with 3 small daughters is trying to scrape up the cash to buy a new AC unit after these guys BROKE IT beyond repair and tried to charge me anotehr $800 plus labor, plus the service call.

I'm calling Channel 3 on my side next.

My name is [redacted]. We live in Mesa, in a 4 bedroom home, and we've been scammed by this horrendous company that has zero accountability, and zero compassion for you.

BUYER BEWAREDesired Settlement: I've had 18 service calls with these guys for the same AC over a course of 10 years. It is VERY clear they were doing patch jobs in order to charge us more money as fast as possible.

The last service order our AC was working JUST FINE.....and then after they came to repair a Fan Wheel, there were "magically" created pinholes in our BRAND NEW COPPER TUBING which caused the AC to leak all of it's refridgeration

They are trying to scam us, and they need to fix the damage that their technician either Purposefully or Accidentally caused FREE OF CHARGE. My poor family and my 3 small children have been with NO AC in ARIZONA DURING THE SUMMER TIME....this should be ILLEGAL.

Business

Response:

Dear Mr. [redacted]’s took very good care of your mother and she was very happy with the services we provided. We provided both Maintenance Services and Repair Services for your mother. Each time your mother contacted [redacted]’s for repair service, we dispatched a technician the same day and got her unit cooling/heating. In all, 7 calls were yearly maintenance, 7 were service repairs and 2 issues were electrical. The Electrical issues had nothing to do with her HVAC system. [redacted]’s did not install your HVAC system.. The last few times we serviced your HVAC system our technicians recommended replacement due to the age and costly repairs, you requested the repairs. All of your statements alleging our technician broke your AC are untruthful and you weren’t charged for the last service call. We not only took very good care of your mother, we tried to provide you with the proper recommendations for the age of your HVAC system. [redacted]'s tried to assist you with financing and costs, but you became belligerent, cursing and yelling at our employees.

Consumer

Response:

His reply is a standard reply trying to deny any wrong doing. ALL of the competitors in the AC industry offer limited warranties/guarantees when they do work. Our AC did NOT have leaky copper tubes prior to [redacted]s showing up to replace the Fan Wheel, and within 12 hours of them doing service ALL of the Refridgerant had leaked out of our system, which would indicate that at the time of the "repairs" they did, they also broke the copper tubes, and are now trying to charge me upwards of $800. This is THEIR fault....they damaged the tubes, and we've been without AC for 5 weeks in the middle of summer. I'm contemplating a lawsuit.[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business

Response:

Dear Revdex.com/Mr. [redacted]Hendel’s has been servicing the East Valley for more than 45 years providing all of our customers with competitive pricing, speedy service and above all we treat our customers fairly. This is how we have become one of the most respected Air Conditioning companies in Arizona. Hendel’s won the TORCH award for ethics, applauding businesses like ours for exemplary ethics. All of Hendel’s Technicians are certified and are provided extensive in-house training at Hendel’s. As with all of our customers, you were provided with the proper recommendations and were appropriately warned about the risks of repairing a 15-year-old Tappan Air Conditioner. Hendel’s did not damage your “tubes”. This is the first complaint we have ever received accusing Hendel’s of purposely damaging a unit.

They certainly know they "gotcha." We needed a capacitor immediately, and they charged us over $80.00 for a part that cost $8.80 online!

Had Hendel's install a complete [redacted] unit on 6/2011 for our house, they seemed to have the best price at the time, now I know why. This past Fri evening our system stopped running. Saturday afternoon their service tech came out and advised us that our coil in the attack needs to be replaced and our system has no Freon in it due to the coil malfunctioning. He stated that he could not get the part till Monday. Tech showed up Monday afternoon to start installing the new coil, after 15min of being in the attic he came out and ask if he could come back on Monday morning when it was cooler (so we spend another $89.00 at the hotel). Tech shows up Tues morning and installs the new coil. Both techs had excellent customer service skills from both of them while they installed the coil. Monday morning I spoke with the office manager and explained to her that due to the coil going out prior to its warranty date and all of the Freon leaked out, I was told that I need to pay the cost of new Freon even though the part that created the leak was still under warranty. She proceeds to tell me "unfortunately that is the way it is" I couldn't believe what I just heard in the phone. I have been in the public safety business for over 25 years here in the valley, and if I was ever to stay that to a customer that has dialed 911 and is in need of our service, I would be fired on the spot. Field techs awesome! Management needs a little work on the customer service side. Before we ended our conversation she put me on hold spoke with a colleague, then proceeded to tell me that I could call [redacted] to see what they could do. Lets pass the buck is what I took out of that statement. There was no need to call [redacted] they warrantied the coil like they say they will (5 years). A little customer service will go a long ways if companies like this one would work with customers in a way that they truly care. Maybe meet half way on the Freon, maybe one night of room stay or even one hour of labor taken care of. No way!! Just give us your $1150.00 and we will call it good.
Cost of unit in 2011 $6126.00
Freon and labor 2014 $1150.00
4 nights for room $ 356.00
----------
8/2014 Unit is 3yrs old $7632.00
When this coils goes out before its 5 year anniversary or we create another leak in the system, hopefully a different style of customer service has been integrated within the Hendel's organization.

I received 3 quotes from 3 different contractors for a full heating/cooling system ($9000+). We have used Hendel’s in the past and told them this is one of the reasons we wanted a quote from them. They were not the cheapest (+$50) but due to our past service experience, we selected them. All proposals/quotes were for the same complete 18 SEER system. When Hendel’s came to install, the installation crew did an amazing job. They were kind, courteous and very knowledgeable. However when they went to install the thermostat, they put in a model that was one step above the old mercury ones. I told them this is not what we were quoted or told when the sales man ([redacted]) was here. They told me this is what they have and I need to talk to [redacted]. I called [redacted] and he said I would have to pay for an upgrade. So I called [redacted] and they told me what thermostat should go with the system and the model number. I called [redacted] and told him which thermostat needs to be installed. Then came the $350 upcharge! I told him when he was here he said we would have Wi/Fi access to the new unit and he said “he didn’t remember that”. He said, “All the contract says is digital, and this is a digital thermostat” . WOW! I have 3 quotes, 2 that include the Wi/Fi thermostat and then [redacted]’s. This would have put Hendel’s as the highest bid and I would have gone with someone else. BEWARE! The will try to upcharge you DURING install. AVOID THIS COMPANY FOR SALES! The crew that will come and service (Rich and Frank) were AMAZING they get MAX STARS!