One Hour Heating & Air Conditioning

It is regretful that the customer was unhappy with the billing for our services.  We do not show in our records that the customer reached out to us to discuss the issue with us.  We often have these conversations with customers and attempt to come to some kind of satisfactory...

conclusion.  This was our first contact with this customer so we have no idea what we are getting into. The condition that was reported was that the customer had to repeatedly hit the reset button to make the system come on.  When a burner goes off on reset it is because the system has detected a fault or safety issue. There are 2 ways to approach the call.1.  Service call with call out fee and then repair cost.2.  Schedule a preventative maintenance service with no call out fee. (Preventative maintenance was the option chosen).This includes tune up of the burner, (electrode and air adjustments)  filter change, and clearing of oil lines and setting pump pressures, all to achieve maximum combustion efficiency.  Additionally we vacuum the soot and debris between the boiler sections and exhaust pipe.  Regularly has a cost of $249.00 plus the tax.  Early in the season (this was October 15, 2017).  Being early in the heating season we were billing at $199.00 which is what we charged in this case.  This service also must have cleared the problem as we had no further call back.So now let's look at the additional work that was recommended as this is the amount that is really in dispute.  The part in question has the function of eliminating air from the system.  Air in the system can cause noise issues or at worse a no heat condition.  The part was leaking water meaning it was not eliminating air.  There have been countless cases over the years that water damage to other heating components or property can be sighted. So how does a $10.00 part get so expensive?  Overhead. Knowledge. Experience.  See attachment.Any customer we service is encouraged to call in to talk to the management if they have an issue.  If you don't call we can not come up with a remedy.SincerelyRalph D[redacted]Owner: One Hour Heating and AC, Shelton

Complaint: [redacted]
I am rejecting this response because: Baloney.  I had no problem with the boiler cleaning.  What shocked me was finding out I was charged another $225.00 for maybe five minutes work and what I discovered was a $10.00 part.  I said nothing initially because I thought the part was expensive.  When another HVAC professional told me recently that air eliminator cost $10.00, I knew I had been taken.  Your staff knew what they were doing.  Now all I can do is warn everyone else about your company.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/13) */
The failure to the secondary heat exchanger is due to water leaking out of the water tight secondary from a water test. We wanted to show the homeowner and offered multiple days and time to show him what the problem is. The other company per the...

invoice did a combustion test which it passed. It passed for us too but that is not the issue. The issue is water leaking out of the secondary, not a combustion issue. We again offered multiple days and time to show him in person the defect that was leaking but he declined our multiple offers. We could not finish a diagnosis of the system due to a heat exchanger failure. The American Gas Association stated that and hole or crack in a heat exchanger is reason for replacement of the heat exchanger or furnace and that it must be red tagged out of service due to potential to leak carbon monoxide. We are just following national code. The warranty issue really wasn't a issue. We just couldn't verify any of the warranty info at the time of service because the equipment was never registered by the originally installing contractor or the homeowner. We explained this at the time of service and gave worst case scenario if the manufacturer did not honor the warranty. The homeowner skipped over us in the process while we were trying to get a warranty pushed though for him and while American Standard did say it was under warranty based on the serial number the reality is that once we would have issued a claim on the heat exchanger it would have been declined because it was not registered. I was able to get a proactive registration put into place for the furnace because it was under 10 years old. The root cause of the problem is the heat exchanger due to if being a safety issue and allowing water to leak and also creating a vacuum leak when there is not water present. Any other issue is secondary at that point. I wish we could have had the opportunity to show Mr. [redacted] exactly what is going on with his own eye as I am 100% sure that once he witnessed the issue with his own eyes he would have a very different opinion.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that "The failure to the secondary heat exchanger is due to water leaking out of the water tight secondary from a water test." I do not need to see that to understand the problem. I also agree that you offered to show me the problem several times. I even stated that fact several times in my original complaint. But again, I do not need to see the problem to understand it. The other company did a combustion test and then went on to find the root cause of the water leaking out of the secondary. You state that you could not finish a diagnosis, but you did. You just assumed that the secondary heat exchanger needed replaced because it was leaking water, and presented me with a $2,112.00 work proposal. The other company discovered 2 reasons as to why water was leaking out of the secondary and corrected them for a cost of $95.00. Water is not leaking now and the heat exchanger did not need to be replaced to achieve that result. You also state that "The warranty issue really wasn't an issue", but it was a bid issue to me, a $1,056.00 issue. You never once mentioned that any of your original $2,112.00 work proposal may be covered by warranty. You never once said anything at all about a warranty or that you were giving me your "worst case scenario if the manufacturer did not honor the warranty". I agree with you that I did skip over you in the warrant process because you did nothing in that regard until I brought it to your attention.
Although we seem to agree on some of the issues, my feeling is that we are at an impasse. I assume the only way to resolve the issue would be to see if my furnace would pass your test now. So my question to you is: would you be willing to perform that test again, now that the water leak has been repaired?
Final Business Response /* (4000, 9, 2015/11/23) */
We would absolutely be will to come back out to show you the issue we are describing as the other company is not testing what we are talking about. My only stipulation is that you are there.
The reason you were presented with the "worst case" bill and likely didn't get the full story was because you were not present during our inspection and it does not sound as if your son who was present during the inspection passed along all the info.
We will be in touch asap to schedule a time with you.
If we are incorrect in our diagnosis I will gladly pay the $95 you paid for the second opinion.
Final Consumer Response /* (4200, 11, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will call to schedule a time for you to complete your inspection, with me at home. Regarding the "worst case" story, my son was never involved in this issue at all. My wife was at home during the entire technician's visit, and she is perfectly capable of passing along all of the info. Also, I personally talked to your service rep via phone (while he was still at the house), and he never mentioned "worst case". In addition, I had five more conversations with your office on 11/2/15 (the calls are still in my phone call log) and again "worst case" was never brought up. In fact, my first call was specifically made to see if anything could be done to reduce your $2,112.00 repair proposal. I talked with Tom, who said he would check and call me back. When he called back, he stated that cost ($2,112.00) was correct and he reminded me that I had a service contract that would cover $500.00 of the repair. That is also when he suggested that I may want to look into replacing the entire HVAC system and offered to have a sales person meet with me. That's when I said that I thought my system was not old enough to need to be replaced and that it is probably still under warranty. This in turn, prompted my call to American Standard. I'm repeating myself with all this, but again, that's when I called Tom back, informed him that the heat exchanger was under warranty and asked him if he could breakdown your work proposal into parts and labor. Tom said he would check and call me back, which he did with the $1,056.00 proposal.

Me [redacted] had felt the services he received where less than desirable.  He requested a refund of a portion of his bill.  We complied.  Has it happened we had some automatic deduction come out of our account at the same time and the check was return.  He filed a complaint...

and contacted our office.  We corrected the problem and compensated him additionally for his incovenance.  I only wish he had given us a chance to correct the problem before filing the complaint.  He seams like a very reasonable man to me.  I only hope he will give us a chance to earn his trust in the future.[redacted] Kerstein's Heating & Cooling

Thank you to the entire team at One Hour Heating & Conditioning ([redacted] & Mister S[redacted]) for a job well done! I recently purchased/installed a large GE standby generator at my house in NH through Home Depot. The Wilkins/One Hour H&AC team was contracted to do the job. Every step of the way from A-Z was handled professionally and courteously. Everyone was very efficient and knowledgable. It was a very big job that required digging, drilling, piping, and rewiring. I was there watching every step of the way, learning and observing the progress over 3 days. Everything was executed neatly and carefully, explaining and answering my questions along the way. They earned my trust and confidence and would not hesitate to work with them in the future. You need highly trained and competent professionals to do this kind of work. Don't compromise or settle for less.

Revdex.com:
I have reviewed the offer and/or 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] I thought I was very clear in my description, but let me be more direct.1) The system was installed by a licensed contractor a year ago2) The system died after an lightening storm so there is no mystery what caused it3) The original installer diagnosed the problem as a compressor and changed it (I saw the hole in the compressor). A few days later the reverse valve failed. The installer was unavailable due to health issues and referred me to One Hour. 4) One Hour came out, confirmed the issue and replaced the reverser valve. A few days later the system failed again.5) One hour came out and diagnosed the issue as the reverse value again. The manager ask his own One Hour team to look at that again and a second one hour guy come out and that is when One Hour revised the diagnosis as "block due to stuff in the lines".6) This is when things went south. One Hour explained I need to paid $1000 to fix the unit and they had nothing to do with the "stuff in the lines". The tech called the Goodman and asked if my warranty would cover a "cleaning" and they said "NO". The One Hour manager refused to talk to me. I heard him on the tech's phone say he pays or leave. I am not blaming One Hour for getting stuff in the lines. That was most likely caused by the original failure of the compress or the reversing valveI called the original installer back and he contacted the Goodman and the Dealer. They came out, took a look and the Unit and said with your full 10 year warranty, you are covered for internal failure and replaced the Unit in full. This was a full month after One Hour was here. What I understand now that the process required to get a new unit is lengthy and there is no money in it for One Hour. The $1000 quote was done intentional to scam me out of money as you had no money left to get out of the unit. To use your tech words "You have a level 4 problem here". To close this issue I need the money that you wanted from me. Please provide me a check for the top end of your  "level 4" cost and we can close this.

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: Brian W[redacted] - GM
Contact Phone: [redacted]
Contact Email: [redacted]
As I explained on the phone to Mr. [redacted] I would be happy to come out and look at it free of charge but since he called another...

company prior to letting us assess the situation first it would be hard to offer any type of warranty sight unseen. My offer still stands to come out for free to perform a safety inspection of the entire system and evaluate the situation from there. I am more than willing to help out but I would like to see the system prior to negotiating any type of refund for a part that is out of warranty. Again I am more than willing to work with Mr. [redacted] if he would be willing to let us in the home with a property owner present.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the phone call was made (the call was recorded), not once was a courtesy inspection offered. All that they told us was that it is out of the warranty. The exact question we asked was "so there is nothing you can do for us?" Their answer was no. So why would we in our right mind pay them to come out and look at their poor work and pay them to fix the same part they tried to fix (and failed) less than two years ago? That's why we called someone else. We feel that they should provide a refund for the work that they did less than two years ago, but we will accept the 735 dollars that it cost us to fix their work from two years ago.

Professional, courteous, immediate service. Highly recommend One Hour in Shelton!

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11531905, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Everyone at One Hour is very pleasant from the initial phone contact to the service person who comes to the house. They are neat and clean and let you know the problems, if any, and the resolution. They show pictures of any damaged areas that need attention. Very professional.

I am having a difficult time following this but I do understand the frustration with the situation because it is not a good one.  Anytime a different service contractor winds up on a HVAC system a little over a year old with serious issues the outcome is not likely to be for...

good.  You have to ask ..Where is the installer and why is he not making the repair?  It has to be a case of could not, would not or customer did not want them back.  From the information we have customer's system was installed by an acquaintance.  Customer did have someone with refrigeration skills look at the unit and they made a diagnosis of a bad reversing valve and wanted us to bring a part (not a truck stock part).  We are unable to accept someone else's diagnosis.   The System in fact did have a bad reversing valve and we did make a claim under customers part and labor warranty for the repair itself. We subsequently on a following visit discovered refrigeration system contamination, likely the cause of the valve failure  and certain to be a source of future problems.  This contamination is usually caused by lack of proper evacuation and install procedure  from installation and takes a year or more to cause problems.  This system is just over a year old.  We recommended a system clean up but unfortunately that could not be covered manufactures extended labor plan and customer declined. We did not install this system.  This complaint was also filed with [redacted].  It would have been good to get a list of install contractors from Angie's list.  Those on [redacted] will try to work out a resolution if things go awry.. and they can.  It's unusual for an established contractor not to welcome the opportunity for service after the sale, certainly those in [redacted] do.  Again, we did not install this system, but we certainly were the bearer of bad news.  We obviously want no further involvement and will we refunding the entire $117.00. ?

Our agreement does require that we maintain the equipment so that we can watch for small repairs that can turn into expensive repairs.  When we make a warranty commitment we are ready and willing to take responsibility for breakdowns per terms of the agreement ,...

all clearly stated. We depend on our skill and ability to mitigate failure, we are NOT willing to depend on others for their abilities and foresight. Obviously in presence of a warranty we have a financial interest in proactively making a repair at our cost, others do not nor should they. I did review the agreement with the home owner when she called and we both had a copy of the agreement in hand. A proper agreement spells out what each party needs to do. Our agreement is far from Deceptive. That is a very strong word for not liking something or personal choices that turn out badly. The agreement has a highlighted section that shows our warranties and guaranties (a check the box section). In bold print in the same section, it says: see back for full explanation. Spread over a full 8x14 sheet there are 28 partial lines of print explaining our obligations. There are only 2 plainly separated sentences that state homeowner responsibility.     1. Notify us if there are issues immediately so we can take corrective action     2. maintain our maintenance program. It spell out what we need to do and what the homeowner needs to do and is a quick read with          no legal terms. The home owner canceled our services in 2011 after numerous reminder calls and a letter from us. This was personal choice. All this is clearly documented in our job history.

Revdex.com:
I have reviewed the offer and/or 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.] To support my complaint and rebut the response from One Hour, I am submitting documents in my possession which were provided to me at the time of agreement and installation of the system.   The first set of documents is the Warranty information and options for maintenance provided in a booklet by One Hour.  If you read both of the Warranty Information, which would be the document an owner would reference in regards to terms of the warranty, there is no printed information on this document that warranty is void if a maintenance agreement is not maintained with company.   On the options for Maintenance, it suggests maintaining a maintenance program, and again, this document does not explicitly state the maintenance program must be with One Hour.   I was under a maintenance plan with One Hour until 2011.  I have 2 HVAC units in my home, and consolidated the maintenance with one contractor, W. G. Speeks......I have provided a copy of the current agreement through 11/2015(in second set of documents).   I can obtained written confirmation from Speeks that the unit installed by One Hour has been under a maintenance agreement since 2011 and serviced regularly.   The second set of documents includes the Proposal/Agreement as stated by One Hour.   I have underlined on the second page the fine print which is the only reference in all the documentation which indicates One Hour's requirement regarding the annual maintenance program....I feel and believe that this requirement should have been clearly stated on the Warranty Information Page and Maintenance Options provided in Homeowner's booklet, as these would be the documents one would reference if there was a issue with the installation and working order of the equipment and what would be covered if there was a need to exercise the warranty.  I believe because the maintenance program requirement is in fine print on the back of the proposal and not listed on the two main documents in the Homeowner's booklet, One Hour can decline and not honor the warranty which I am sure was rolled into the price of the equipment and installation quote and is a deceptive business practice.   The equipment was purchased in 2008, has been properly maintained and serviced by them and another reputable HVAC company, and One Hour should be responsible and honor the warranty and either repair or replace the unit.    
Regards,
[redacted]

Once the electrical work is completed and inspected The building inspector notifies Virginia power that the project is ready for their part.  Meaning that the temporary wiring is removed by Dominion Virginia Power and they make their permanent connections.  After they are...

notified neither the building inspector or the contractor are involved.   We are able to check the status of Dominion's work order on line and it shows as completed/closed.  It is obviously not complete and we have opened a new work order, been in contact with the customer and situation is in the process of being resolved to their satisfaction.

Sept 8, 2014
Revdex.com of Central Indiana
22 E. Washington St., Ste. 200
Indianapolis, IN 46204-3584
 
Dear Ms. [redacted],
 
This letter is written in response to a complaint filed on Sept 2, 2014 with ID [redacted] against Dial One Hour. 
 
I have called...

and talk with [redacted] to come up with a solution that would make her and her husband happy!  She agreed that if we paid for the hotel bill and replaced unit that is having issues with an upgraded unit, she would be happy.  The unit has been replaced with an upgraded unit and we will be reimbursing her for the hotel bill.   
 
It is our goal at Dial One Hour to provide great customer service and satisfaction.  We stand behind our agreements and warranties and have done so for over 100 year in Central Indiana. 
 
Please let me know if you need additional documentation from us to resolve this issue.  
 
Sincerely,
 
 
[redacted]
Operations Manager
Dial One Hour Heating & Air Conditioning

I hired Wilkins to do my annual cleaning in July 2015 as they had a special running in The Union Leader for $99....they sent the tech out that morning. He was downstairs quite a long time and I thought...oh no...can't be good! He finally came upstairs and I asked if everything was ok? He explained ALL the work he did.....not only did he clean my furnace, he also took care of my expansion tank, which apparently needs to be serviced also, and several other things that had not been done by my usual oil company! I was so impressed with his service ethic....with the special I got with their ad they ran, I honestly don't think the company made anything on my cleaning, but seriously, I will be using them for my annual cleaning and save the money for a contract with my oil company! I will also request that young man again and again! Apparently, he is aces at his job!

Review: I called One Hour Heating and Air about an issue with my Central AC (Heat Pump) the man that showed up at my house was very nice. My issue is when he showed up to see what the issue was he ONLY looked at the outside unit and replaced a part. First I believe they are OUTRAGEOUS with their fees for labor/parts. He thought it was working and left. I had to call them again since the temp in the house was going UP and not down. When he came again he finally looked at the inside unit and said it was the expansion valve and quoted me a very high price. I told him to leave. My gripe is that if he had looked at both units he would not have changed the part on the outside unit.Desired Settlement: I called the company and complained. Chris J[redacted] was very rude to me and I wanted at least Half of the $484.00 I gave them. The Billing department claimed they sent out the check that day - 08/16/16. I called them again on 08/19/16 since there was no check in the mail to find out they only send refund checks out on Fridays. I also found out that it is only for $200 and not $242.00. I would think it would be only fair since the work was not done properly that I get the amount I desire of $242.00.

Business

Response:

Not sure why the difference took place but a phone call would have taken care of this much quicker. The $40.00 is being sent out.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: [redacted] from One Hour Heating and Air, came on 4-19-16 to perform a service call (check-up)on my AC unit. He claimed a part was going back and that it would cost $4,000.00 to fix it. He suggested I replace me heating and air for a cost of $9,2000.00. Today, 4-25-16 I had [redacted] come to check my AC unit. They did find 2 parts that were going bad and replaced these parts for $650.00.

I feel One Hour Heating and Air has deceptive business practices telling people they need to replace their systems and/or telling them the cost to repair the part is a lot higher or as it turns out the part they claim needs to be repaired is not the part that needs repair.Desired Settlement: I think One Hour Heating and Air should refund the $179.00 I paid for twice a year maintenance on 10-1-15.

Business

Response:

Just spoke with the client and we will be sending her a full refund for the maint program she bought from us.

Thank you - [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I used One Hour Heating in Richmond VA ... I have a full warranty parts and labor warranty but they still wanted to $200 for diagnostic and part pick up fee. This was not explained to me on the phone, only after the customer waits for service which I feel is very dishonest for people waiting for heat.Then after the repair the unit stopped working shortly after, they claimed I need to pay hundreds more to clean the unit. Since I can not prove they got the "stuff" in the system I have to pay 100's more. The manufacturer warranty will not pay for cleaning or poor repairs which makes sense. the manager implied I was within my rights to sue. The manager refused to talk to me on the phone and told his tech he pays or he gets on repair/heat. I think he thought I was a women or someone without any technical knowledge he could rip off. I am running on emergency heat now and will wait for another contractor.If I was a person that was not mechanically inclined, I would have paid and been ripped off. I have seen my mother and other single mothers taken advantage of and I would like these type of practices stopped. Especially heat in the Winter. If they are willing to do this to me, I image the scam is everywhere in the company. The Techs who came to the house appear to just be following orders. They were professional which make the managers job easy since they have nice people up front following their orders.Desired Settlement: Refund all money I paid them for parts pickup fee and diagnostics. I want nothing more to do with them since I would have to pay for any issues around another poor repair. I would also request some information from the Revdex.com. Can you tell me who regulates the HVAC contractors who do service work for [redacted] Manufacturing. [redacted] tells me it is the state of Virginia. If that is a the case I would like to better understand how follow up with that licensing agency.

Business

Response:

I am having a difficult time following this but I do understand the frustration with the situation because it is not a good one. Anytime a different service contractor winds up on a HVAC system a little over a year old with serious issues the outcome is not likely to be for good. You have to ask ..Where is the installer and why is he not making the repair? It has to be a case of could not, would not or customer did not want them back. From the information we have customer's system was installed by an acquaintance. Customer did have someone with refrigeration skills look at the unit and they made a diagnosis of a bad reversing valve and wanted us to bring a part (not a truck stock part). We are unable to accept someone else's diagnosis. The System in fact did have a bad reversing valve and we did make a claim under customers part and labor warranty for the repair itself. We subsequently on a following visit discovered refrigeration system contamination, likely the cause of the valve failure and certain to be a source of future problems. This contamination is usually caused by lack of proper evacuation and install procedure from installation and takes a year or more to cause problems. This system is just over a year old. We recommended a system clean up but unfortunately that could not be covered manufactures extended labor plan and customer declined. We did not install this system. This complaint was also filed with [redacted]. It would have been good to get a list of install contractors from Angie's list. Those on [redacted] will try to work out a resolution if things go awry.. and they can. It's unusual for an established contractor not to welcome the opportunity for service after the sale, certainly those in [redacted] do. Again, we did not install this system, but we certainly were the bearer of bad news. We obviously want no further involvement and will we refunding the entire $117.00. ?

Consumer

Response:

I have reviewed the offer and/or 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,

I thought I was very clear in my description, but let me be more direct.1) The system was installed by a licensed contractor a year ago2) The system died after an lightening storm so there is no mystery what caused it3) The original installer diagnosed the problem as a compressor and changed it (I saw the hole in the compressor). A few days later the reverse valve failed. The installer was unavailable due to health issues and referred me to One Hour. 4) One Hour came out, confirmed the issue and replaced the reverser valve. A few days later the system failed again.5) One hour came out and diagnosed the issue as the reverse value again. The manager ask his own One Hour team to look at that again and a second one hour guy come out and that is when One Hour revised the diagnosis as "block due to stuff in the lines".6) This is when things went south. One Hour explained I need to paid $1000 to fix the unit and they had nothing to do with the "stuff in the lines". The tech called the Goodman and asked if my warranty would cover a "cleaning" and they said "NO". The One Hour manager refused to talk to me. I heard him on the tech's phone say he pays or leave. I am not blaming One Hour for getting stuff in the lines. That was most likely caused by the original failure of the compress or the reversing valveI called the original installer back and he contacted the Goodman and the Dealer. They came out, took a look and the Unit and said with your full 10 year warranty, you are covered for internal failure and replaced the Unit in full. This was a full month after One Hour was here. What I understand now that the process required to get a new unit is lengthy and there is no money in it for One Hour. The $1000 quote was done intentional to scam me out of money as you had no money left to get out of the unit. To use your tech words "You have a level 4 problem here". To close this issue I need the money that you wanted from me. Please provide me a check for the top end of your "level 4" cost and we can close this.

Review: On every bit of information, including the sides of their trucks, and on their phone messages, One Hour Heating and Air Conditioning advertises "If we are not on time you don't pay a dime". I had an appointment to have a new AC unit installed at my house on 5/28/13. The company called on 5/27/13 to confirm the appointment. I specifically asked for the arrival time of the workers and was told between 8:30am and 9:00. The workers arrived at approximately 9:30am after I had called to check on why they were not on time. When I inquired about there advertised promise I was given a lot of lip service about how that only applies to "service calls" and not installations. This is not clearly stated in any she I was able to find. The manager also mentioned that the guarantee that the job would be finished on the scheduled date or I would get $500 off was what applied here. To me that sounds like to different offers separate from one another. I take that to mean if they are late it's free and if they didn't finish I'd get $500. I was promised other compensations in an effort to appease me but if they promise something I feel they should stand by it and they were late, period.Desired Settlement: No charge for the instillation scheduled for 5/28/13

Business

Response:

Both our installations and repair service do in fact carry time slot guarantees, two different services/products and two different guarantees, both deal with time.