Residential Heating & Air Conditioning

Initial Business Response /* (1000, 5, 2014/10/01) */
I understand they want this done for closing of this home but I cannot risk our license and integrity to meet this customers demandsThis customer called to schedule a CENTRAL AIR CLEAN and TUNE which it must be above degrees to be able to
get proper readings without damaging the central air (which we explain to customers)and we offer evening and weekend appointments to avoid customers taking time off but they chose the appointment date/timeSadly the 1st date they were scheduled, did not meet that necessary tempWe left a message immediately that morning and again late morning informing them via voicemail that we would need to reset for at least a week out when it was predicted to be at least that tempThey moved to 9/25/and we experienced some IT issues and their appointment was effected, so we offered a FREE ($discount) clean and tune at whatever time would be convenient for them, taking full responsibility for that errorThey chose the Saturday 9/27/with an arrival time slot between 1-4p with a min notice via phone with an etaUpon arrival we found that due to the age/condition of the equipment(approx1988) we could not service it, as it would be a liability, told them that it might be in their best interest to look at replacement because of thisWe thoroughly apologized but cannot prepare a customer for this possibility until we are able to physically see the equipmentWe did not charge the customer anythingIn addition we told the customer that we would test the Lennox pulse furnace, which requires a specialty technician, for free but that was all that we could doThey told us they would have someone else out to take care of thatWe also that these furnaces have a 99% failure rate and are not safe to run if they fail, then they must be red taggedWe will not be able to meet their request of payment because it is not our equipment or our responsibility to maintain their equipmentThe average life of a furnace or ac is 12-years and theirs is far past this point and in poor conditionIf they would like to use that clean and tune at another property for FREE we will do our best to accommodate this but again cannot guarantee that any existing equipment will be serviceable or repairable
Initial Consumer Rebuttal /* (3000, 7, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we first called to set up an appointment, the company stated it had to be degrees and that they wouldn't be able to complete the appointment if there was inclement weatherThe first appointment was scheduled for 9/24/with the window being between 2-5pmThe first call we received around 4:15pm, where the company left a voicemail stating that due to rain and the temperature dropping they were unable to perform the tune-upMy wife was at the house, sitting in her car where the temperature read degrees and it wasn't rainingWhen we called back minutes later to confirm the fact it wasn't raining and the temperature, the customer service representative was unable to determine why the appointment had been cancelled as the person who called and left a message had also left the officeThey stated, "If we called and told you we weren't coming, we aren't coming"While we were frustrated, we were willing to overlook this as it was clear they were unable to complete the appointment that dayWe then rescheduled for the following day on 9/25/at the same time (2-5pm window)Shortly before 2pm, my wife called to let them know she was going to be there within minutes, and requested the technician wait if they were already at the houseThey were courteous and confirmed they would pass the information alongAt 2:45pm, my wife called again, confirming they would be coming that day and the 2-5pm timeframe was a window of when the technician would arrive, not that the technician should have arrived at 2pmThey confirmed 2-5pm was a window and that the technician was running late, so it would be closer to 5pmMy wife then called again at 4:58pm, to which the customer service representative confirmed the technician was running late, she would deduct $from the cost of service, and she would have the technician call when he was on his way to the houseAt 5:40pm, we still had not received a call and so I called the Emergency line to confirm the appointmentThe customer service representative confirmed he was still coming, and would have the technician call us back with an ETABy 6:10, we had not heard anything, so we called the customer service rep back and they stated the technician had run into unforeseen issues, and didn't have very good cell reception in the basement he was working inShe then stated she would have him call us shortly to confirm ETAShe then asked "Your address is Minnewashta, correct?" To which we replied that we were in Brooklyn ParkThe customer service rep then realized that instead of rescheduling the appointment for 9/25/14, they had rescheduled it for 10/2/She offered to reschedule Mondaymorning (9/29/at 7:00am) or over the following weekend and stated that they would comp us for the entire service as this is not how they run their businessWe rescheduled for Saturday, 9/27/14, between 1-3pmAfter the technician arrived, he took a look at the Air Conditioning unit and then went in the house, and down in the basement to look at the electricalHe asked why they weren't cleaning the furnace as well, to which my wife confirmed we were having Centerpoint Energy come and complete it through our Home Service plus planHe was surprised and commented that no one will clean those any longerHe then let her know that he had to call his supervisorAfter returning from the call, he was incredibly rude, and while backing away with his hands in the air he told us that they wouldn't complete the service as they didn't want to get in the middle of anything (since we were closing on our house)The company did not offer to complete the furnace cleaning for free, nor did they offer to come to a different location for a different repair
At this point, we have had the A/C and Furnace cleaned and tuned by other companies and do not wish to have the company in question out to our new house as this was a terrible experienceThey not only wasted our time by cancelling and refusing service, they were rude and acted as though we were at fault while we were kind and easy to work with
Final Business Response /* (4000, 9, 2014/10/07) */
Sadly we cannot offer this customer any more what we have since they were not charged anythingWe can only offer our apologies and cannot service equipment for the sale of a home when the equipment is in poor condition as we would be held liable for the operation and safety, as we are licensedWe at no point want our customers to feel at fault but when the equipment condition is in question we can only be honestAlthough this may effect the sale of a property we do not want any homeowner to end up with equipment that is questionable with our name on it stating it is in good working orderWe are sad that we cannot meet the demands of this customer to pay them $when no service was completed! We offered a $service for no cost, which is a fair propositionBut we cannot stay in business by not collecting any money but paying customers to do business elsewhere as well as for their time