Icy Hot Heating and Air Conditioning, Inc.

Charges trip charges for rescheduling AppointmentIcy Hot Heating and Air Conditioning: This person "[redacted]" attempted to force me into an appointment which I could not make due to work schedule to fix my A/C. I tried to get someone there but couldn't, so I rescheduled for the following 2 days. He charged me with a trip charge me for a missed appointment even though I rescheduled and never showed up. There was no door tag proving that he was there nor anyone else. He couldn't describe my entrance or anything else. These are unfair and deceptive practices and the consumer shouldn't have to pay $75 to reschedule an appointment. Called to resolve the matter and he stated he didn't care whether I cancelled or not I basically got paid from the management company GOLDEN REALTY whether you have me come or not. Desired SettlementRefund of the $75 charged to me for rescheduling.Business Response The "trip charges" in which the customer is referring to are put in place to cover the travel expenses and time that our company spends to make the scheduled appointment of August 18th at 3:00pm. Due to the fact that the customer did not call to reschedule the said appointment until our technician had already arrived, it was necessary for us to charge our $75 service charge. In the event that the customer had called prior to our technician arriving at the home, we would have gladly rescheduled our appointment without any additional fees being charged, that however was not the case. While on the phone with the customer, IcyHot agreed to have our technician wait an additional 15 minutes for someone to arrive at the home as an act of courtesy and understanding to our customer. Due to the fact that the customer was on the phone with IcyHot while the technician was at the home, we did not find it necessary to leave a door tag. Following producer, IcyHot invoiced the property management company for the flat $75 service fee. Consumer Response 1. [redacted] the company representative, knew that I wasn't home and could not be at the home due to my work schedule when I first spoke to him. 2. I told him that I would try to get someone there for him before 3pm and I promptly called him before that time to tell him that I couldn't get someone for today.3. I then told him that I would be able to set an appointment for 2 days later when I would be off.4. I know[redacted] didn't send anyone out because both my neighbors were home and said no company truck came by the house.5.There was no appointment set originally so, why would a company send someone out knowing that the customer wouldn't be home. 6. Again this is a DECEPTIVE tactic used to get trip charges knowing that the MANAGEMENT company will pay.Then when I get a call from the management company they blame the contractor and say all he has to do is email me and I will remove the charge. Then I call[redacted] the rep for the company and he puts it back on the Management company. Meanwhile the A/C unit wasn't fixed and I was charged incorrectly. I will make sure everyone knows about ICY HOT HEATING AND AIR CONDITIONING COMPANY AND "FRANKIE" with their SHADY and DECEPTIVE tactics in the Raleigh area.Final Business Response IcyHot was scheduled to arrive at the customers house on August 18th at 3:00pm with the understanding that the customer's girlfriend would be home to let in the technician. As previously stated, IcyHot received a phone call from the customer, upon arriving at the home, stating that he needed to reschedule due to the fact that he could not get in contact with his girlfriend. As an act of courtesy to the client, IcyHot's technician waited an addition 15 minutes at the customer's home in case someone happened to show up. Due to the fact that sufficient notice was not given to rescheduling the appointment and IcyHot had already arrived at the home and furthermore, spent time waiting for a resident to come home, the service fee of $75 was charged to the property management company. IcyHot spoke to the property management company and reviewed the service invoice. The property management paid the invoice without any hesitations or disapprovals to the charges. The invoice was paid in full on August 20, 2015. If the property management, had argued these charges, we would have honored our outstanding relationship with this company and found a solution to please all parties involved.IcyHot values its customers and takes pride in providing honest and fair service. A locally owned and operated business, we are represented by a humble and kind CEO who's reputation and morals we proudly stand behind.