Poff Heating, Air Conditioning & Refrigeration, Inc.

Review: I contacted Poff Heating and Air when my water heater began to have heating problems. I explained that I still had hot water, just not as much - that the hot water would run out after eight minutes or so. A service technician came to the house and informed me that I needed to replace one of the heating elements. I did, at a cost of $325. That night I discovered that the hot water was still running out after eight minutes so I contacted Poff and they sent the same technician back to the house. He checked out the water heater and told me that the element was receiving power - and he left. I have since learned that if there is any hot water in the heater, it isn't an element problem - that if one element goes out, both quit working and your water is completely cold. This was not the case for me yet Poff's technician insisted the problem was an element. Again, having learned more about water heaters since then, the problem was likely a thermostat issue. Not knowing, however, and without any guidance from Poff, I decided I needed to replace the water heater entirely. I spoke with Mr. Poff and asked him to credit me at least half of the money ($162) I had already paid and apply that credit toward the installation of a new water heater. He agreed and told me that the $162 would likely cover the majority of the the cost of installation (with a $50 fee to pick up the new heater from [redacted]). Poff's guys picked up the water heater from [redacted], installed it, took my water heater with them (along with the new element that I didn't need but paid for), but when I asked for an installation receipt, I was told they couldn't produce it because they were "out of paper." A few weeks later I received a bill for another $360. Since I didn't need a new element, I've essentially been charged $684 ($634 minus the pick-up fee) simply for them to install a new water heater for me. I don't think this company dealt fairly with me when they first diagnosed the problem and I don't feel they are being fair now.Desired Settlement: Billing Adjustment - I'm willing to pay a total of $400 for the pick-up and installation of the water heater (well more than the $162 I was told would likely cover the installation cost). I've already paid $325. I do no think I should have to pay anything for the element that didn't fix the problem and is presumably in Poff's possession.

Business

Response:

THIS IS IN REFERENCE TO COMPLAINT #[redacted] -- [redacted].OUR TECHNICIAN DID A SERVICE CALL ON 1/08/16 TO CHECK HOT WATER HEATER. HE FOUND THE TOP ELEMENT WAS GETTING 220 VOLTS AND 0 AMPS WHICH INDICATES THE ELEMENT WAS BAD.ONE ELEMENT CAN GO OUT BECAUSE THEY ARE ON INDEPENDENT CIRCUITS - (2) ELEMENTS - (2) THERMOSTATS.HE SUGGESTED THE CUSTOMER GET A NEW WATER HEATER BECAUSE OF THE AGE OF THE EXISTING HEATER. CUSTOMER SAID HE'D CALL HIS WIFE AND AFTER THIS PHONE CALL HE TOLD TECHNICIAN TO REPAIR THE HEATER. THE INVOICE #[redacted] WAS FOR $262.50 WHICH CUSTOMER PAID WITH CHECK #[redacted]. HE DID NOT PAY $325.00 AS HE STATED.CUSTOMER CALLED BACK AND TECHNICIAN WENT TO RECHECK THE HEATER. FOUND ELEMENT WE INSTALLED WORKING PROPERLY AND GETTING VOLTAGE AND ALSO THE OTHER ELEMENT WE DIDN'T INSTALL WORKING PROPERLY.CUSTOMER CALLED AGAIN AND STILL WAS NOT SATISFIED AND WANTED US TO INSTALL A NEW WATER HEATER HE PURCHASED FROM [redacted] AND GIVE HIM A CREDIT OF $162.00 WHICH WE CREDITED HIM $165.00. MR. POFF DID NOT TELL HIM THAT AMOUNT WOULD COVER THE MAJORITY OF THE COST BUT THAT WE WOULD APPLY IT TO THE COST OF INSTALLATION. OUR REGULAR PRICE TO FURNISH AND INSTALL A WATER HEATER IS $775.00. INVOICE #[redacted] FOR $360.00 EXPLAINS THIS IN DETAIL.WE ARE SORRY HE FEELS HE WAS NOT TREATED FAIRLY AND WE WILL DEDUCT THE ENTIRE AMOUNT OF HIS FIRST SERVICE CALL FOR $262.50 AND ALSO CHARGE O AMOUNT TO PICK UP HEATER HE PURCHASED. I AM ENCLOSING A REVISED INVOICE #[redacted] FOR $212.50.WE CERTAINLY WANT OUR CUSTOMERS TO BE SATISFIED WITH OUR SERVICE AND WE FEEL LIKE THIS IS A FAIR RESOLUTION SINCE WE DEDUCTED THE FIRST SERVICE CALL COMPLETELY.WHEN WE INSTALLED THE NEW WATER HEATER WE ALSO INSTALLED A NEW EXPANSION TANK IN ORDER TO BRING IT UP TO CODE WHICH THE CUSTOMER DID NOT PAY FOR AND WE INCLUDED AT NO EXTRA CHARGE.I HOPE THIS RESOLVES THIS MATTER TO CUSTOMER'S SATISFACTION.THANK YOU,WILLIAM E. POFF

Consumer

Response:

I have reviewed the response 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. Mr. Poff cut the amount we owe so I'm satisfied. Thanks for your attentiveness to the matter.

Regards,

Review: Purchased new Carrier split HVAC unit April 10 2015 paying 4200.00 for the product and installing. As soon as it was installed pump making noise. Said that would be back in next day or 2 to fix. After about a week called and they finally sent someone out. Could not fix and was ordering a new pump. After repair person left the unit would not work at all. Pump was going to take a couple days. This was end of April. On May 12 I called owner, who said he would check and have someone contact me. Had not heard from anyone so 1 week later I called Poff back on May 19. Later that day he called me back and told me if I could be at home tomorrow afternoon, (Wednesday) he would have someone here to fix it sometime after lunch. It is Wednesday at 6:45pm and I have not heard from anyone yet after changing plans to be here. I have had a new air conditioned for over 30 days and cannot use it. It has been taken apart so many times that they have left screws out when putting back together.Desired Settlement: Want to get my air conditioned working properly and put back together as it was supposed to be when installed new

Business

Response:

Eddie Poff stated he is going to customer's house to repair unit.

Consumer

Response:

I have reviewed the response 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.

Regards,