Interstate Heating

Review: On Friday, February 26 at 7:30 a.m., we received a phone call from [redacted] L., an Interstate service tech, stating he would be arriving to our house around 8 a.m., which he did. We explained the problem with our furnace, that we would occasionally hear (two to three times a day) a screeching sound right before our furnace blower kicked on. We tried, but failed, to recreate the noise that prompted us to make this service call.

After about 20 minutes, [redacted] stated that he wasn’t sure what the problem was but that it could be the blower motor since he believed it was leaking oil. He stated that the blower motor was covered under warranty but labor was $678 to take out the old and put in the new. After discussing our options, we decided to go ahead and replace the motor.

[redacted] stated that he needed to go get the parts and that he would be back in 45 minutes. We thought that was a bit long since Interstate is five minutes away from our house. [redacted] returned back to our house a little after 9 a.m. and began work. He finished at around 10 am. My husband paid the bill while I was taking a shower. I was surprised how fast he was done and told my husband that it seemed strange to have such a high labor charge for a job that was completed so quickly. I asked for the receipt and my husband told me that we were not given a receipt.

I then called Interstate and explained to the receptionist that I would like to talk with someone about getting an itemized receipt for the work completed. She forwarded my call to Diane in billing and said that she would not be able to send me a receipt until Monday or Tuesday, but that she would tell Dennis the customer service manager.

Dennis called me Friday afternoon, just before 2 p.m. I explained the situation and my concern about such a high labor charge for a job that was done so quickly. He told me that the billing rate is $180 an hour. I said even at that billing rate and the $90 diagnostic charge, the bill should not have been nearly $700. He then explained that [redacted] earns $100,000 a year and that he was having a hard time keep techs. He said he would email the receipt, but never did.

On Monday, February 29 I sent a follow-up email, requesting an itemized receipt for work done on Friday, Feb. 26 and a call as we are still hearing the screeching sound from our furnace, even with a new motor blower installed.

I never received a phone call. On Tuesday, I was sent the following information as an explanation of charges:

- DISPATCH TIME - Julie

- DIAGNOSTIC FEE - $89.99 (FLAT FEE)

- SERVICE TIME – [redacted]

- TRAVEL TO GET MOTOR AND WHEEL - [redacted]

- WARRANTY PAPERWORK - Julie

- RETURN TO CARRIER - John

- ACCOUNTING FOR BILLING AND WARRANTY FOR BLOWER MOTOR AND WHEEL– Gus

$554.00 for this service.

This is not the type of itemized receipt I was looking for. This information contradicts the $180 an hour for labor. I feel as if we were charged an exorbitant price for labor and we still have a furnace that is not working properly.Desired Settlement: Desired outcomes:

* Reduced fee for the installation of the motor blower - $180 per hour for labor x2 = $360

* An accurate diagnosis of the problem with the furnace. We were charged $90 for this service and and believe we did not get what we paid for.

* Ideally a tech who can fix the problem at a fair price.

We have used Interstate for 18 years - bought two furnaces and two air-conditioners... and always hired them for maintenance. They have always done a great job. Somewhat confused that we are having this issue with this company.

Business

Response:

Response to Complaint #[redacted] The [redacted] contacted Interstate Heating for a repair. [redacted] went to the home and diagnosed the problem as a faulty blower motor and wheel. He then explained to both husband and wife, at the kitchen counter, the exact cost of the work to be completed. They then accepted the charges and told [redacted] to proceed with the repair. [redacted] then went to the Carrier Distribution Center in Milwaukee to get the specific motor and wheel for their furnace - he did not go back to Interstate. He did the repair and was paid by the husband. Interstate’s pricing structure is in place to provide customers with Carrier Factory Authorized service technicians, and for the staff and location needed to provide this type of service. If there was still a problem with the furnace, we were not aware. The work that was completed by [redacted] has a 60-day warranty on labor and the balance of the furnace warranty on motor and wheel. If the [redacted] would like additional service, they should contact Interstate Heating Co. to set up a service call. Tell us why here...

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. On Friday, March 4 I placed a call to Interstate, spoke with Julie (dispatcher - very friendly and helpful) and [redacted] is scheduled to come to our home on Thursday, March 10 to try to diagnosis our original problem. I appreciate that labor and parts have a 60 day warranty, I was unaware of this.

Regards,

I was thoroughly impressed with Interstate Heating's service. The sales and service technicians were very experienced, efficient, courteous, timely, and personable. They worked within my budget. They answered all my questions honestly and clearly. The old furnace and air conditioning units were hauled away and the entire work area was cleaned up well.