Robinson's Heating & Air Conditioning

The customer called us to get a price to replace the coil.   They had another company check the unit out and they determained it was a bad coil.   Our cost to replace a in warranty coil is $3000.00. The unit is out of the labor warranty.  Our cost to check a geo unit is $300.00....

 The customer is out of our warranty and they are in no way stuck with using us.  They have had another company taking care of this equipment since the labor warranty expired.  I do not see how this can be a complaint. We gave the customer our prices for the work.  They are not obligated to use us.

We had an appointment for furnace & air conditioning check-up. Made the appointment a week in advance.
We had to work from home that day.
We have used Robinson's for 12 years.
Robinson's called in the morning to confirm. My 10 year old son hung up the phone.
We called Robinson's one hour after they were scheduled to arrive. operator said that she was hung-up on and would not send anyone to our house.
I called back to explain.
Mr. Robinson got on the phone and called me every name but a loyal customer.
"I wouldn't come to your house for anything!"
Mr. Robinson has been to our house inspecting our furnace himself numerous times.
I have met him. He acted like my friend.
Need less to say, I WOULD NOT do business with him under any circumstance.
he's a phony!

We had an appointment for furnace & air conditioning check-up. Made the appointment a week in advance.
We had to work from home that day.
We have used Robinson's for 12 years.
Robinson's called in the morning to confirm. My 10 year old son hung up the phone.
We called Robinson's one hour after they were scheduled to arrive. operator said that she was hung-up on and would not send anyone to our house.
I called back to explain.
Mr. Robinson got on the phone and called me every name but a loyal customer.
"I wouldn't come to your house for anything!"
Mr. Robinson has been to our house inspecting our furnace himself numerous times.
I have met him. He acted like my friend.
Need less to say, I WOULD NOT do business with him under any circumstance.
he's a phony!

Review: Robinson replaced our Heating/AC unit. They improperly installed the new unit because they did not properly position it so it would drain into the pipe which leads outdoors. This caused approximately $10,000 in water damage to our walls and hardwood floors in the master bedroom and the ceiling in our kitchen below the bedroom and AC unit. They are unwilling to accept responsibility and pay the $2,500 homeowners deductible that we were forced to pay out of our pocket. They said it was a manufacturer issue with the unit, however, the overflow pan, if properly position to drain would have negated the damage. In addition, Robinson was paid for their knowledge of installation of carrier units (same manufacturer as the original model--which, by the way, Robinson installed as they were the subcontractor for the builder from whom we purchased the house) and I would expect them to understand any upgrades or changes in the manufacturer's products since my understanding is that they install Carrier brand often.Desired Settlement: Reimbursement for $2,500 homeowner's insurance deductible paid our of pocket by us.

Review: 1. The technician charged $126.00 for a new capacitor and $100.00 for a service call. He installed the capacitor and then quoted the price for it. He should first quoted the price and then install the capacitor if I agree. Their price for capacitor is outrageously high (four times higher than the market price). Also, the info about the warranty for capacitor was provided after the job was done, not before.

2. When I called their office the same day to find out why the price for the installed capacitor was so hign and why the warranty period is so short (90 days only), they talked to me rudely (screaming at me, interrupting me and eventually hanging on me). Office people were rude, not the technician.

3. I am OK with paying $100.00 for a service call. However, I prefer to decide by myself whether I should proceed or not with installation of a new capacitor for $126.00.Desired Settlement: Apology for being rude and billing adjustment for capacitor.

Business

Response:

Good afternoon,

I am writing in response to complaint number [redacted]. We checked out the customers condensing unit and found the capacitor was bad. We told the customer what the problem was and the cost of repair. He gave authorization to proceed. When the job was completed, paid and the service man left his house. He then went online to price out the part. 1st, we do not buy online. All our purchases are through a supply house. The price we gave the customer was the cost for the part and labor. If he was not satisfied with our price at that time. He could have paid the $100.00 service charge to come out for diagnostic and to cover the 1st half hour of service. Our service charge is explained to the customer when the service call is called in. He started shopping online after we repaired his unit and his unit was cooling. I explained to the customer that our parts are not purchased online and therefore we do price out according to online prices.

Thank you,

Robinson's AC

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

1. The following paragraph in the company's response is the total lie: "We told the customer what the problem was and the cost of repair. He gave authorization to proceed".

That's exactly I am complaining about. The serviceman told me what the problem was and the cost of repair AFTER he completed his work. I did not give authorization to proceed. After the work was done, I had either to accept the repair or ask the serviceman to remove the installed unit. I accepted the price because I did not know the real market price for the unit replaced.

Review: Robinson's Air Conditioning and Heating Company installed our 3 Ton 15 [redacted] HVAC unit May 2013 and we filled out our Rebate Certificate and promptly returned it in June 2013 to Robinson's to file it with [redacted], so that we could get our rebate. Well its 16 months later and many telephone conversations with Robinson's (Marie S[redacted]) promising that its been filed/submitted or that it's going to resubmitted. We checked with [redacted] and it wasn't submitted. I called [redacted] Rebate Division on several occasion and had them call Robinson's to assist them in filing the rebate. Still nothing. My wife called Marie several times and Marie promised that we would have a check in the amount of our rebate by the end of the month (last month Aug) and we're about to enter into October and we still haven't received our rebate check.Desired Settlement: We would like our rebate check