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Murray's Heating & Air Conditioning, LLC

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Reviews Murray's Heating & Air Conditioning, LLC

Murray's Heating & Air Conditioning, LLC Reviews (4)

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  On January 12th, when I sent the email I did not threaten to start a social media campaign, The repairman from the business told me and made note that the leak had been occurring since the original installation, and I am within my rights to contact the Revdex.com and the State attorney general. On January 14th the Business owner called me and made several offers. The first of which was a 10 year parts and labor warranty, the second being $250 and the final being $500. While I did say the 10 year parts and labor was an insult I said I would like to take the weekend to talk the $500 offer over with my wife. I asked him to reconsider a counter offer of something closer to $1000 because I was to have another furnace company come and check their work on the furnace installation and water heater as well as pay for the three week leak of excess natural gas on my national grid bill. On January 16th the business owner called me and let me know that it would be a recorded conversation. I also recorded the conversation. He explained to me that he would never do business with me again and that he would not honor his original offer of $500 for fear that I would sue him. He said if he had given me money that he was admitting wrongdoing. I attempted to negotiate with the gentleman and explained to him that I would have to have another furnace company come out and check my furnace. I asked for monetary compensation because my national grid bill was exponentially higher, I needed to have a third party assess and repair damages, and for the improper installation. We both still have a recording of the conversation if you would like to listen to it. In the closing arguments of the conversation he told me he had insurance if my child/family were to die because of improper installation. He also told me that he would not remove my furnace or honor my thirty day warranty. I do not feel safe with this furnace in my house, please help us.  Regards,   [redacted]

I believe that we have addressed this complaint in a timely and professional manner. The customer appears to have added a new complaint about the gas bill which was not mentioned previously, that claim is just not feasible. As for the statement that we would not work for him anymore, that was in response to him saying that he would like to continue to do business with us if we gave him $1000.00. I informed him that he should find another company to do business with as he is so upset with us. We can provide the telephone recording upon request.

This customer purchased a furnace from us shortly before Christmas 2017 and we did the installation a few days prior to Christmas. The dates can be verified by my office upon request. During the installation...

process, a plastic drain fitting on the customers humidifier, referred to as a “condenser” by the customer, was broken. We informed the customer that it was broken, ordered a replacement part, and installed it at no charge as soon as we had it in our possession. On January 12, we received a call that there was a gas smell at the home. Within 2.5 hours of receipt of the call we had a service tech at the home and repaired the small leak under warranty. I received an email demanding a phone call and threatening legal action as well as a campaign of social media and other means to damage my business. I called the customer who demanded a full refund for the furnace installation as well as keeping the equipment in place. He tried to negotiate further. Although there was no wrong doing on our part, I attempted to appease him with an offer of a 10 year labor warranty which he referred to as an insult. He demanded $1000.00 minimum for “Peace of mind”. At the time, when I was with my family on an outdoor activity, I tried to negotiate and made him an offer which he refused and I said I would follow up on Tuesday. After some reflection, I did call back on Tuesday and told the customer that we had honored the warranty in a timely manner, and owed him nothing more. As for his claim that I wouldn’t honor the warranty and remove the furnace, that is not an option per the terms of the warranty. The equipment is fine, the installation is fine, everything works properly, there is no claim here. Please feel free to contact me with any further questions.

REGARDING THE COMPLAINT ITSELF THIS IS OUR COMPANY'S ACCOUNT OF THIS CUSTOMER'S REPAIR. OUR COMPANY WAS OBSERVING THE NEW YEAR'S HOLIDAY ON MONDAY JANUARY 3RD, AS NEW YEARS FELL ON SUNDAY.  THIS CUSTOMER CALLED WITH A NO HEAT SITUATION ON HER FIRST FLOOR, KEEP IN MIND THIS CUSTOMER HAS MORE...

THAN ONE ZONE FOR HEAT AND CHOOSE FOR US TO COME OUT ON A HOLIDAY.  THE REPAIR WOULD HAVE BEEN MUCH CHEAPER IF SHE WAITED A DAY THIS WAS HER DECISION.   THE ON CALL SERVICE TECHNICAN CALLED THE CUSTOMER TO GIVE HER AN ESTIMATED TIME OF ARRIVAL AND TO LET HER KNOW THAT WE WOULD BE BILLING ON HOLIDAY HOURS, THE DIAGNOSTIC FEE WOULD BE $179.00 AND THEN HE WOULD GIVE HER A PRICE FOR REPAIR.  THE TECHNICAIN WENT TO HER HOME DIAGNOSED THAT THE FIRST FLOOR ZONE HAD A BROKEN CIRCULATOR COUPLING; HE REPLACED IT WITH A NEW ONE, AND DISGARDED THE ONE HE TOOK OFF, HE ALSO OILED THE MOTOR AND BEARING ASSEMBLY.   HE THEN TESTED THE ZONE TO MAKE SURE SHE HAD HEAT.  HE GAVE HER THE INVOICE FOR THE DIAGNOSTIC FEE AND THE CIRCULATOR COUPLING TOTAL WITH TAX $289.23, SHE SIGNED IT. (SEE ATTACHED COPY)  THE CUSTOMER CALLED BACK ON 1/10/17 (AS SHE STATES IN HER COMPLAINT "THE WHOLE WEEK SHE NOTICED...) AND SAID SHE HEARD A  GROWLING NOISE ( I, MICHELLE THE ONE SHE REFERS TO AS THE LADY ON THE PHONE) TOLD HER THAT THE WAY SHE DESCRIBED IT THAT HER BOILER SHOULD NOT BE MAKING THAT NOISE AND THAT WE WOULD SEND A TECHNICIAN OUT.  AFTER I GOT OFF THE PHONE WITH HER, I SPOKE TO JOE THE TECH THAT WENT TO HER HOUSE, AND HE SAID THE CIRCULATOR COUPLING WOULD NOT MAKE SUCH A NOISE AND THAT IT MAY BE SOMETHING ELSE.  I CALLED THIS CUSTOMER BACK AND TOLD HER WE WOULD COME BACK OUT AND HONOR OUR WORK AS FAR AS THE CIRCULATOR COUPLING BUT THAT IF IT WAS SOMETHING OTHER THAN THE COUPLING, WE WOULD HAVE TO CHARGE HER FOR ADDITIONAL WORK THAT MAY NEED TO BE DONE.  WE EXPLAINED THAT WE HONOR OUR WORK (DIAGNOSTIC FEE FOR 30 DAYS) AND PARTS FOR 1 YEAR. SHE WAS NOT HAPPY WITH THIS AND TOLD US SHE DID NOT WANT US AT HER HOUSE AGAIN.  WE DID REITERATE THAT IF HER PROBLEM WAS DO THE CIRCULATOR COUPLING WE WOULD STAND BY OUR WORK AND PARTS, BUT SHE WOULD NOT ALLOW US TO COME BACK OUT BECAUSE WE TOLD HER THERE MAYBE ADDED PARTS COST.  AS FAR AS THE COST OF THE REPAIR THE REASON IT WAS HIGHER THAN THE AVERAGE REPAIR WAS DUE TO THE HOLIDAY RATE SO HER STATEMENT ( I HAD 2 OTHER COMPANIES LOOK AT IT AND ACCORDING TO THEM THE ENTIRE PUMP COULD HAVE BEEN REPLACED FOR THE PRICE I PAID MURRAY'S IS NOT A FAIR STATEMENT) SHE WAS TOLD OF THE HOLIDAY CHARGE BEFORE WE WENT TO HER HOME FOR SERVICE, AND SHE AGREED TO IT.  THE CIRCULATOR COUPLING WITH THE LABOR TO INSTALL AND TEST WAS $88.81+TAX.AS FAR AS THE PUMP RUNNING CONTINUEOUSLY, IF THE CIRCULATOR COUPLING WAS BAD THE PUMP WOULD NOT RUN. THE MOTOR MOUNTS FOR THE MOTOR WERE NOT WORN OUT EITHER.  THE CUSTOMER ALSO SAID SHE COULD NOT AFFORD TO HAVE SOMEONE ELSE TO FIX THAT WORK THAT SHE TRUSTED US TO DO, THEN SHE STATES SHE HAD TWO OTHER COMPANIES LOOK AT THE SYSTEM.  WE ARE A COMPANY THE RUNS BUSINESS HONESTLY, AND AS A GOODWILL GESTURE AFTER THE CUSTOMER CAME INTO THE OFFICE TODAY, CLAIMING THAT WE NEVER REPLACED THE PART. ( I HAVE ATTACHED A COPY OF OUR REPLACEMENT PART INVOICE DATED THE FOLLOWING DAY OF SERVICE) WE REFUNDED HER THE COST OF THE CIRCULATOR COUPLING BECAUSE SHE WENT ON SOCIAL MEDIA AND PAINTED US IN A NEGATIVE LIGHT, WHICH WAS UNJUSTIFIABLE. IF WE CAN DO ANYTHING ELSE TO ADDRESS THIS COMPLAINT PLEASE LET US KNOW. THANK YOU,MICHELLE [redacted] OFFICE MANAGER MURRAY'S HEATING & AIR CONDITIONING, LLC

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