Phoenix Mechanical

RevDex.com:At this time, I have not been contacted by Phoenix Mechanical Corporation regarding complaint ID [redacted] .Sincerely, [redacted]

Phoenix Mechanical came to our house, seen the problem and came up with a plan to fix our water problem They worked only one day and we have not to this day have not had another problem with water in the yard Very professional and dedicated to great customer service

They gave us an estimate for a new furnace and new central air untilThey came out did the work in less time than estimated, and they did not raise the estimate one penny from the original quoteWe were pleased with their workmanship and my husband is in the construction business and does similar work in a commercial setting and was very pleased with the quality of work they did installing our units for our home

Revdex.com:At this time, I have not been contacted by Phoenix Mechanical Corporation regarding complaint ID [redacted].Sincerely,[redacted]

We acknowledge the service to [redacted] on the [redacted] of April as stated in...

his complaint. As he stated there were issues with his equipment beyond the normal replacement of the motor.  First of all, we do not carry every part on our trucks and do not accept the consumers word for what is defective in the heating or air-conditioning system. Our technicians will diagnose the problem when they inspect the system and then determine what course of action should be taken. In this case the error code on the Carrier system indicated we call the technical department of Carrier for their analysis to determine what course of action should be taken. We followed their protocol and went step by step to resolve the problem. Unfortunately they miss-led us which caused the delay for the ultimate repair of the system. We originally quoted the customer a price to fix the system as originally directed by Carrier and was accepted. After the completion of repair even though we paid more for the motor/controller than thought we still billed him the quoted price. Regarding the labor, we only billed [redacted] the amount of labor that should have been originally due, even though our and Carriers trouble diagnosing could have been billed.  We billed a total of 3 hours labor for one technician.   I must say that we were more than fair with our billing both for the parts and labor. We certainly lost money on this service call but that is our problem and don’t look to anyone to reimburse us. At the end of the day the system was fixed and no further problems exist as far as we know.   As far as our management and handling of customers we are very sensitive to making sure we are professional at all times. I was the third person on the phone with [redacted] trying to explain the situation but he was unwilling to listen to us and I feel bad how this ended. It was not the right way to end a conversation but is wasn’t going anywhere. I apologize for that and will make sure it does not happen again.   This complaint is the first we ever received(hopefully the last) and we stand by our reputation and company history. No allowance will be made to [redacted] since we were more than fair in our billing.   If I can supply any other information to settle this complaint please let me know. We appreciate your effort in the business community and will help in any way we can.     Respectfully, [redacted]   Phoenix Mechanical Corp. [redacted]

Review: I am writing to describe my experience with the repair our furnace on February [redacted] 2015. Phoenix Mechanical Corp. sent us a bill for the service call described below in the total amount of $1,416.53 which has been paid in full. The labor charge totaled $395.00, the materials $924.24 plus tax of 97.29. I believe we are entitled to a refund of the charge for service in the amount of $172.50 representing the 1 hours it should have taken to replace the blower motor and controller plus the excess of the $924.24 over the supply house charge for the replacement motor and controller plus a 10% handling charge for Phoenix.The evening before our furnace went out, we smelled the unique odor of an enameled copper motor windings being heated or burned, having experienced similar odors the last time our furnace blower motor had failed in a previous home. The next morning, we had no heat and when I checked the furnace, it was clear the furnace was heating because the furnace exhaust pipe was hot to the touch but the blower motor would not come on. On the morning of the [redacted], I called Phoenix and explained that we had no heat, the unique smell of burning copper wire enamel, and that I believed the blower motor had failed. The bill notes that customer thinks blower may have died.At approximately 9:30AM two Phoenix service technicians arrived and began to diagnose the furnace and spent the next three hours conducting that diagnosis. They had not brought a replacement blower motor with them. A third Phoenix service technician arrived at about 1:00PM to support the two original technicians. Eventually a call was placed to the Carrier service technician hot line and the three Phoenix technicians were able to talk directly to the Carrier tech. The Carrier tech was advised that the furnace was showing fault code 41 and that the motor was attempting to start but continued to fail, and in turn report fault code 41. The Carrier tech first suggested that the blower motor be removed from the furnace, remove the controller on the rear of the motor and check the motor for a fault. The ohmmeter test provided a false positive (i.e. the test showed that the motor was not defective). The Carrier tech then suggested changing the motor controller on the rear of the motor and test the blower motor by reinsertion into the furnace. The Phoenix techs called their home office and advised me that the cost of a replacement controller would cost $1,000. With no choice in the matter, I agreed to the price and after some delay a new controller was delivered and installed on the rear of the original blower motor, the blower was reinstalled in the furnace. The blower motor still did not start. The Carrier tech then advised that even though the blower motor had tested good as a result of the resistance tests, it had been his experience that blower motors could fail even though they had tested good. The Carrier tech then advised to obtain a new motor with controller attached (the only way the motor could be purchased) and install it in the furnace. Another call was placed to the Phoenix office and a new motor with controller attached was delivered again after some delay. During that interim, the Carrier tech mentioned that he thought the cost of the controller alone, which had been quoted to me as costing $1,000, cost $300 to $400 and that the cost of the motor with controller attached cost in the range of $600 to $700. I was never quoted a price by Phoenix for the motor with controller attached. When the Phoenix representative arrived with the new motor with controller attached he also brought along a pc control board for the entire furnace in a sealed box with the comment that the pc board could not be returned to the supply house if the box was opened. The new motor with controller attached was installed in the furnace and the furnace and blower started right up. The three Phoenix technicians left our home at approximately 3:30PM.When I received the Phoenix bill, I called the office to discuss the bill and noted that if the two Phoenix techs had arrived with a replacement motor with controller attached, it should not have taken more than 1 hours to replace the motor and see if the problem had been corrected. I spoke to two female employees who ultimately turned me over to [redacted] after I requested a copy of their invoice from the supply house for the motor with controller attached. [redacted] advised that the diagnosis undertaken by his techs had been that provided by Carrier, that they had not charged for the entire 6 hours that his techs were in our home and that nothing could be done to reduce the charges for the service and motor. The phone conversation was concluded with [redacted] hanging up the phone on me.I do not fault the three Phoenix service techs who attempted to repair our furnace but rather lay blame for this fiasco at the feet of Phoenix management who apparently lacked the foresight and prudence to take into account the statements of the home owner. It is obvious that Phoenixs management needs additional training in both handling repair issues and attending to customers relations. It is equally obvious that [redacted] need to learn more efficient operational management procedures to better serve his customers and reduce his own operating costs. [redacted] could have easily directed his service techs to pick up the replacement motor from his local supply house before coming to our home and thereby saved his techs considerable lost time. I should not have to pay for his lack of technical, managerial and operational skills.Desired Settlement: I believe we are entitled to a refund of the charge for service in the amount of $172.50 representing the 1 hours it should have taken to replace the blower motor and controller plus the excess of the $924.24 over the supply house charge for the replacement motor and controller plus a 10% handling charge for Phoenix.

Consumer

Response:

At this time, I have not been contacted by Phoenix Mechanical Corporation regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

We acknowledge the service to [redacted] on the [redacted] of April as stated in his complaint. As he stated there were issues with his equipment beyond the normal replacement of the motor. First of all, we do not carry every part on our trucks and do not accept the consumers word for what is defective in the heating or air-conditioning system. Our technicians will diagnose the problem when they inspect the system and then determine what course of action should be taken. In this case the error code on the Carrier system indicated we call the technical department of Carrier for their analysis to determine what course of action should be taken. We followed their protocol and went step by step to resolve the problem. Unfortunately they miss-led us which caused the delay for the ultimate repair of the system. We originally quoted the customer a price to fix the system as originally directed by Carrier and was accepted. After the completion of repair even though we paid more for the motor/controller than thought we still billed him the quoted price. Regarding the labor, we only billed [redacted] the amount of labor that should have been originally due, even though our and Carriers trouble diagnosing could have been billed. We billed a total of 3 hours labor for one technician. I must say that we were more than fair with our billing both for the parts and labor. We certainly lost money on this service call but that is our problem and don’t look to anyone to reimburse us. At the end of the day the system was fixed and no further problems exist as far as we know. As far as our management and handling of customers we are very sensitive to making sure we are professional at all times. I was the third person on the phone with [redacted] trying to explain the situation but he was unwilling to listen to us and I feel bad how this ended. It was not the right way to end a conversation but is wasn’t going anywhere. I apologize for that and will make sure it does not happen again. This complaint is the first we ever received(hopefully the last) and we stand by our reputation and company history. No allowance will be made to [redacted] since we were more than fair in our billing. If I can supply any other information to settle this complaint please let me know. We appreciate your effort in the business community and will help in any way we can. Respectfully, [redacted] Phoenix Mechanical Corp. [redacted]