I had an extremely negative experience with this company on 6/16/15. My central air conditioning unit needed to be charged with coolant. After the repairman charged my air conditioner he told me there was something wrong with my fan. I told him I could see that the fan was working but he proceeded to take things apart. Finally, I said, "Look ... Just stop. I'm going to buy a new air conditioner." Wouldn't you know it ... right after he left I turned it on and it works just fine. He was trying to rip me off so that I'd have to pay for him being there longer. How underhanded! Don't trust this company! Or if you do, be sure to look over their shoulder as they're working.
December 9, 2014Dear [redacted]:We are writing in response to the letter we received in regards to ID [redacted]. Please note that on December 4, 2014 around 4pm, we tried to contact [redacted] to discuss this matter but were unsuccessful and had to leave a message. We also tried...
to contact you as well on two occasions on December 8, 2014, at 10:48 am and again on December 9, 2014 at 11:16 am, both times were unsuccessful and we had to leave a message.On November 10, 2014 we received a phone call from [redacted] with regards to his oil furnace not working. At that time [redacted] was informed that we would be able to send a technician over to his home and [redacted] was informed that it would cost $70.00 per hour plus materials. He agreed and we dispatched a technician to his home. Our technician was unable to locate his home and had to contact [redacted] for directions it was at that time that [redacted] stated he didn’t need a technician as he was able to get his furnace working. Our technician asked [redacted] if he still wanted him to check out the furnace and [redacted] said that he was fine and didn’t need our services. Our technician then proceeded onto his next service call. [redacted] then contacted our office and said that he thought it was working but there still seems to be a problem and could we send over a technician. The office said that they would and dispatched the technician again. Upon arrival our technician found that the burner motor was bad, we didn’t have a new one in stock but we did have a used one. [redacted] was informed that the only motor we had was a used one but that we would be able to get the furnace up and running and provide him with heat. Our technician also informed [redacted] that the motor came with a 30 day warranty.When [redacted] presented his check for payment he informed our technician that the check was from his father and that we should probably take care of it immediately. We processed his check immediately, [redacted] called our office later that day to ask about the check and then visited our office the next morning to question if the check had been processed.
15 days later on November 25, 2014, [redacted] called our office and stated that his heater wouldn’t come one. Our office reminded him that the motor that was just installed would be covered under a warranty but not the labor, if the problem was actually with the motor but that it could be something else that caused the furnace not to work and that would not be covered under any warranty. At that time [redacted] was informed that we were very busy and booked and that we wouldn’t be able to get to him until late in the day. When the technician was completed with his work and able to go to [redacted]'s, our office called [redacted] and asked if he still wanted our technician to check out his furnace but that if we did it would over time as it was very late in the day. [redacted] said that he didn’t need our services as he got his furnace taken care of. We said ok, thank you. On November 26, 2014, our office got a phone call from a guy who never left his name or phone number but just started ranting about his furnace and hung up, he never stated that he wanted us to check out his furnace. Our employee was able to identify his voice as he had spoken to him the day before. [redacted] said that he only said that he didn’t need any service the day before because he didn’t want to pay any overtime.
If the motor was the problem again, [redacted] would have had his $75.00 which he paid for the used motor applied to the cost of a new motor. [redacted] would still owe $75.00 for the cost of a new motor as a new motor costs $155.00, plus the labor for installation.
According to [redacted]'s complaint to you, he understood that only the motor was under warranty. He also stated that his furnace went down two days later, but he failed to contact our office until 15 days after the initial repair. He also states that he signed a contract with Rick’s Refrigeration & Heating, Inc. We have not entered into any type of contract with [redacted]. The only form that [redacted] signed was our invoice in which it states “I have the authority to order the above work and do so order as outlined above, it is agreed that the seller will retain title to any equipment or material furnished until final and completed payment is made, and if settlement is not made as agreed, the seller shall have the right to remove same and the seller will be held harmless for any damages resulting from removal thereof.” This does not stipulate a contract.
Hopefully this clears up any misunderstandings that may have arisen after this service call.Sincerely,Kathleen R
Office Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Thank you for your response, First off I would like to point out a few things that were mentioned in the businesses letter that are a fabrication. Yes, I called Ricks to fix my heater. They told me they would send out a tech and while waiting for him I played with the heater and got it working. I did tell the tech I no longer needed him and did call back to request him again as the heater stopped working. Why they are saying when I paid that I told them that it was my Fathers check and to take care of it asap? the check that was issued to them is in My Name from my account. My Dad has been dead for over 10 years so where they came up with that is a wonder to me? I did ask that they deposit it fast as I wanted to do Christmas shopping for my Son and didn't want to take a chance of the check not going through for them. #2 I did not call them 15 days later, I called them 2 days later to tell them the motor stopped working. I was told that it would cost me $70 an hour to fix when they were just paid for the job 2 days earlier. As you can see from the receipt, it listed the motor as having a 30 day warranty. Nowhere on this paper does it state that a warranty part is only covered and not the labor. Why should I have to pay double for a part that was bad? I told them that if it was another part that was wrong I would be happy to pay but shouldn't have to pay for a warranty part. The Tech nor the business ever told me that warrantied parts were covered only for parts and not labor. A warranty is for when you buy something and it goes bad, the company that issued the warranty should take care of the problem at no cost as the cost has already been paid. I would have been fine paying another $75 for the new motor to replace the used one but don't feel I should of been charged twice for a part THEY WARRANTIED. #3 they say I called ranting and raving and hung up on them, that is a fabrication! I never called that business again after calling them to tell them the motor does not work. I'am not a confrontational person and respect people and would not do that. Even if I did, they would of known it was me as I would of told them it was me. Why they are trying to make me look like a bad guy has me baffled? They say in their letter that I understood that the part only was under warranty and not the labor, The only thing I was told by the Tech or office was that since I'm signing a contract with them that the parts will be 10% off with the contract. At no time was it explained to me that a warranty part is covered only for the part and not the labor nor does it state it on my receipt. All it says is 30 day warranty. I have had my heater fixed which has cost me several hundred dollars when it should of only cost $155 as I had to hire another company to replace the motor again. Rick's got over on me and I hope they are happy with my $155 as I will not use them or recommend them in the future to anyone. I called them because they are our Hometown business and wanted to support our local businesses as the are only a quarter mile from my home. I wish them nothing but success with their business but they need to better explain to their customers about the warranties. Hope your Christmas is better than mine Rick's as you took presents from under my Son's tree. Sleep well at night. Thank you and I consider this matter closed with Ricks but not with social media. God Bless and good day
I had an extremely negative experience with this company on 6/16/15. My central air conditioning unit needed to be charged with coolant. After the repairman charged my air conditioner he told me there was something wrong with my fan. I told him I could see that the fan was working but he proceeded to take things apart. Finally, I said, "Look ... Just stop. I'm going to buy a new air conditioner." Wouldn't you know it ... right after he left I turned it on and it works just fine. He was trying to rip me off so that I'd have to pay for him being there longer. How underhanded! Don't trust this company! Or if you do, be sure to look over their shoulder as they're working.
December 9, 2014Dear [redacted]:We are writing in response to the letter we received in regards to ID [redacted]. Please note that on December 4, 2014 around 4pm, we tried to contact [redacted] to discuss this matter but were unsuccessful and had to leave a message. We also tried...
to contact you as well on two occasions on December 8, 2014, at 10:48 am and again on December 9, 2014 at 11:16 am, both times were unsuccessful and we had to leave a message.On November 10, 2014 we received a phone call from [redacted] with regards to his oil furnace not working. At that time [redacted] was informed that we would be able to send a technician over to his home and [redacted] was informed that it would cost $70.00 per hour plus materials. He agreed and we dispatched a technician to his home. Our technician was unable to locate his home and had to contact [redacted] for directions it was at that time that [redacted] stated he didn’t need a technician as he was able to get his furnace working. Our technician asked [redacted] if he still wanted him to check out the furnace and [redacted] said that he was fine and didn’t need our services. Our technician then proceeded onto his next service call. [redacted] then contacted our office and said that he thought it was working but there still seems to be a problem and could we send over a technician. The office said that they would and dispatched the technician again. Upon arrival our technician found that the burner motor was bad, we didn’t have a new one in stock but we did have a used one. [redacted] was informed that the only motor we had was a used one but that we would be able to get the furnace up and running and provide him with heat. Our technician also informed [redacted] that the motor came with a 30 day warranty.When [redacted] presented his check for payment he informed our technician that the check was from his father and that we should probably take care of it immediately. We processed his check immediately, [redacted] called our office later that day to ask about the check and then visited our office the next morning to question if the check had been processed.
15 days later on November 25, 2014, [redacted] called our office and stated that his heater wouldn’t come one. Our office reminded him that the motor that was just installed would be covered under a warranty but not the labor, if the problem was actually with the motor but that it could be something else that caused the furnace not to work and that would not be covered under any warranty. At that time [redacted] was informed that we were very busy and booked and that we wouldn’t be able to get to him until late in the day. When the technician was completed with his work and able to go to [redacted]'s, our office called [redacted] and asked if he still wanted our technician to check out his furnace but that if we did it would over time as it was very late in the day. [redacted] said that he didn’t need our services as he got his furnace taken care of. We said ok, thank you. On November 26, 2014, our office got a phone call from a guy who never left his name or phone number but just started ranting about his furnace and hung up, he never stated that he wanted us to check out his furnace. Our employee was able to identify his voice as he had spoken to him the day before. [redacted] said that he only said that he didn’t need any service the day before because he didn’t want to pay any overtime.
If the motor was the problem again, [redacted] would have had his $75.00 which he paid for the used motor applied to the cost of a new motor. [redacted] would still owe $75.00 for the cost of a new motor as a new motor costs $155.00, plus the labor for installation.
According to [redacted]'s complaint to you, he understood that only the motor was under warranty. He also stated that his furnace went down two days later, but he failed to contact our office until 15 days after the initial repair. He also states that he signed a contract with Rick’s Refrigeration & Heating, Inc. We have not entered into any type of contract with [redacted]. The only form that [redacted] signed was our invoice in which it states “I have the authority to order the above work and do so order as outlined above, it is agreed that the seller will retain title to any equipment or material furnished until final and completed payment is made, and if settlement is not made as agreed, the seller shall have the right to remove same and the seller will be held harmless for any damages resulting from removal thereof.” This does not stipulate a contract.
Hopefully this clears up any misunderstandings that may have arisen after this service call.Sincerely,Kathleen R
Office Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Thank you for your response, First off I would like to point out a few things that were mentioned in the businesses letter that are a fabrication. Yes, I called Ricks to fix my heater. They told me they would send out a tech and while waiting for him I played with the heater and got it working. I did tell the tech I no longer needed him and did call back to request him again as the heater stopped working. Why they are saying when I paid that I told them that it was my Fathers check and to take care of it asap? the check that was issued to them is in My Name from my account. My Dad has been dead for over 10 years so where they came up with that is a wonder to me? I did ask that they deposit it fast as I wanted to do Christmas shopping for my Son and didn't want to take a chance of the check not going through for them. #2 I did not call them 15 days later, I called them 2 days later to tell them the motor stopped working. I was told that it would cost me $70 an hour to fix when they were just paid for the job 2 days earlier. As you can see from the receipt, it listed the motor as having a 30 day warranty. Nowhere on this paper does it state that a warranty part is only covered and not the labor. Why should I have to pay double for a part that was bad? I told them that if it was another part that was wrong I would be happy to pay but shouldn't have to pay for a warranty part. The Tech nor the business ever told me that warrantied parts were covered only for parts and not labor. A warranty is for when you buy something and it goes bad, the company that issued the warranty should take care of the problem at no cost as the cost has already been paid. I would have been fine paying another $75 for the new motor to replace the used one but don't feel I should of been charged twice for a part THEY WARRANTIED. #3 they say I called ranting and raving and hung up on them, that is a fabrication! I never called that business again after calling them to tell them the motor does not work. I'am not a confrontational person and respect people and would not do that. Even if I did, they would of known it was me as I would of told them it was me. Why they are trying to make me look like a bad guy has me baffled? They say in their letter that I understood that the part only was under warranty and not the labor, The only thing I was told by the Tech or office was that since I'm signing a contract with them that the parts will be 10% off with the contract. At no time was it explained to me that a warranty part is covered only for the part and not the labor nor does it state it on my receipt. All it says is 30 day warranty. I have had my heater fixed which has cost me several hundred dollars when it should of only cost $155 as I had to hire another company to replace the motor again. Rick's got over on me and I hope they are happy with my $155 as I will not use them or recommend them in the future to anyone. I called them because they are our Hometown business and wanted to support our local businesses as the are only a quarter mile from my home. I wish them nothing but success with their business but they need to better explain to their customers about the warranties. Hope your Christmas is better than mine Rick's as you took presents from under my Son's tree. Sleep well at night. Thank you and I consider this matter closed with Ricks but not with social media. God Bless and good day