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Valley Heating, Cooling and Appliances Reviews (16)

The refund has not shown up on the credit card: so as of this date that is not resolved. He has agreed to pay part of the cost of repairing the floor but that too has not been done.

We have reviewed the file for Mr. [redacted] and at this time will not issue any refunds. The technician has stated he informed Mr. [redacted] that the issue with his dishwasher could be caused by a pump/motor assembly, the main circuit board, or a combination of both. After replacing the pump and...

motor assembly and collecting $495, Mr. [redacted] called back to inform us that the dishwasher was still not operational. At this time our office manager [redacted] informed Mr. [redacted] that we could either come out and replace the circuit board as the technician [redacted] had recommended for no extra charge, or we could remove the pump and motor assembly and issue a full refund back to Mr. [redacted]. The customer requested to have the circuit board installed, and now the dishwasher is operational. I spoke to Mr. [redacted] weeks nearly two month after the repair was completed, and was asked to issue a partial refund by Mr. [redacted]. I informed Mr. [redacted] that we could install the original pump and motor assembly that we originally replaced and issue a refund, but informed Mr. [redacted] that we could not warranty the operation of the dishwasher if he chose to have the components that were diagnosed as faulty re-installed. Mr. [redacted] declined my offer.We have already invested more in parts and technician labor than we collected for the repairs to attempt to satisfy Mr. [redacted], and will not issue a refund in addition to completing the above referenced repairs. Thank you for your time in this matter.Regards,[redacted]PresidentValley Heating, Cooling & Appliances

Mr. [redacted] called our company on February 27, 2015 to get a quote on a new heating & air conditioning system.  I quoted him a price on a Trane 2.5  Ton 13 Seer Package Heatpump.  This system does both heating and cooling.  We told him the price would be $4844 completely...

installed with 2 year labor, 10 years parts & 10 years on the compressor.  He then told me, he had to look at his credit card availability and he would call us back.  He call back the same day and order the installation.  I told him we would send a tech to his home on Saturday February 28, 2015 to get all the measurement for the stand and elbow and confirm the size of equipment required for his home.  Mr. [redacted] signed the paper work for the installation and we scheduled it for March 3,2015.During the installation the technician explain to Mr. [redacted] that the units are bigger now than the one he had on his house before because the coils are larger to provide better efficiency.  He tought we were giving him a bigger unit than he needed and he was being charged more.  We actually installed the same capacity of air conditioning system on his home that he originally had just a different SEER rating to provide better efficiency because they make the coils bigger for better heat transfer.  As far as the warranty on his system is quoted to him over the phoneand given to him of the paper work he signed.At this time it is unclear just what the customer would like us to do because he has not mentioned any problems with the cooling or heating issues on the new unit we sold him.  It is the proper size and the warranty give on the unit was included with his paper work and also quoted to him originally over the phone.[redacted] - Valley Heating & Cooling & Appliances, Inc.

We have already refunded the 59.95 and are in the process of repairing the linoleum tile.

Works was done, the tech was knowledgable. Coupons are misleading . With the 20 percent offer is false . Because the price of the service call is added back in. Free service call is false because then you get charged for diagnostics . At best it was only a 5.00 dollar savings if either coupon was applied

Our company performs thousands of service calls each year. We have a very low incidence of unsatisfied customers due to our willingness and desire to meet and exceed the expectations of our clients. I attempted to explain to Mr. [redacted] that we cannot discount the job lower than what we would normally bill when we have also provided extra services free of charge.It is our fault if we did not full explain and clarify that hardware failures can be caused by multiple components, and a single failed component can cause a failure in other components as well. We feel that this is the case in Mr. [redacted] situation, and that the original failed components also caused the failure in the circuit board. We would be willing to offer Mr. [redacted] a $100 refund (50% of the requested amount) to satisfy the situation.

Mr. [redacted] called our company on February 27, 2015 to get a quote on a new heating & air conditioning system. I quoted him a price on a Trane 2.5 Ton 13 Seer Package Heatpump. This system does both heating and cooling. We told him the price would be $4844 completely installed with 2 year labor, 10 years parts & 10 years on the compressor. He then told me, he had to look at his credit card availability and he would call us back. He call back the same day and order the installation. I told him we would send a tech to his home on Saturday February 28, 2015 to get all the measurement for the stand and elbow and confirm the size of equipment required for his home. Mr. [redacted] signed the paper work for the installation and we scheduled it for March 3, 2015.Attached is the invoice on the quotation for his new Trane Package Heatpump system with 2 year labor, 10 years parts & 10 years compressor. Trane only requires our company to give 1 year labor warranty but Mr. [redacted] received 2 years labor on his system. This information was given to him over the phone & was included on the invoice he said prior to getting the installation of his new system. We also mark out the credit card security code per his request, because we knew how important it was to him.  We are required to trunciate the credit card number & the security code as well.  It is unknown just what Mr. [redacted] would like us to do. The system is brand new and is more efficient then his old one. We have added a 2 year preventative maintenance agreement to check the systems 2 times a year for 2 years which has a value of $149/year per system. We included 1 additional year of labor above our Trane dealer agreement requirements. At this time we have done everything we agreed we would do for this customer and more.Sincerely[redacted] - Valley Heating & Cooling & Appliances

They were on time and efficent in replacing the ice maker in our Maytag.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Judy's response is totally untrue.  She refused to furnish me with the information on any warranty.  She told me it takes six to eight weeks for this information to be furnished.  She also failed to mention that her employee copied the ID number on the back of my credit card totally compromising the card.  Her employee told me that he was required by the company to take this number.  I am now in a position that I must monitor thte use of the credit card for any improper charges or use.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As I stated in my original complaint, Valley's technician, [redacted]) was in my home for about ten minutes, made the immediate (and absolute) diagnosis that the pump and motor was "bad", checked the availability of the parts while still in my home and determined they needed to be ordered. The technician quoted me the price ( $495.95) and wrote a work order for the replacement pump and motor parts and labor only.  i gave him my credit card for that repair and even trusted him with my security code to enter my home because I would not be there when the parts arrived. In their response to my complaint, Valley stated: "At this time our office manager [redacted] informed Mr. [redacted] that we could either come out and replace the circuit board as the technician [redacted] had recommended (my emphasis added) ..." .  Valley Heating is simply not telling the truth.   At no time was there any mention by the original technician, [redacted], of a circuit board being the problem. Their written work order to fix my dishwasher was for a pump and motor, period.The pump and motor was replaced, but the exact same problem existed.  Another service technician came out a month later, replaced the main circuit board and the problem was fixed immediately.  (i should also mention that the "bad" pump and motor ran fine during the testing of the machine, but would stop after running after about 5 minutes and would run repeatedly while the dishwasher diagnosis process took place.) When the second technician came out in January, he changed out the circuit board which he said cost $198.00.  i am allowing another $100 for the circuit board replacement labor (it took less than 20 minutes to replace) and believe I am entitled to a refund for the difference between the misdiagnosed repair I paid for and the correct repair made.  i am not asking for any compensation for the trouble and inconvenience their poor service caused my family.When I spoke to [redacted] at Valley Appliance, he suggested that they would find old pump and motor and come and take the new one back since it was not the problem. I believe that is prima facie evidence and an outright admission by Mr. [redacted] that they originally made a wrong diagnosis of the problem for which they are solely responsible.  i have had my own business for almost 40 years and when we make a mistake, we take responsibility for our error and absorb whatever the cost is to make it right for a client...that's what responsible and reputable businesses do and that's what Valley Appliance should do in this case. i want a refund for the difference between the misdiagnosed repair I paid for and the correct repair made which is approximately $200.00. 

Regards,

Chris came out the day called, found the problem, and got A/C in a satisfactory state to wait till the part came in that was needed to put it back to full health. Came back on time the next business day with the part checked every thing out and had every thing shipshape.

Review: In March I requested that Valley heating and cooling install a unit on my home and informed them that my home was 912 square feet. When I asked them about the size of the unit their representatives became evasive and would not answer my questions about the unit. They also refused to furnish any information on a warranty or the size of home the unit was to be used to heat and cool.Desired Settlement: The unit should be replaced at their expense and the difference in the charges should be refunded to the credit card account.

Business

Response:

Mr. [redacted] called our company on February 27, 2015 to get a quote on a new heating & air conditioning system. I quoted him a price on a Trane 2.5 Ton 13 Seer Package Heatpump. This system does both heating and cooling. We told him the price would be $4844 completely installed with 2 year labor, 10 years parts & 10 years on the compressor. He then told me, he had to look at his credit card availability and he would call us back. He call back the same day and order the installation. I told him we would send a tech to his home on Saturday February 28, 2015 to get all the measurement for the stand and elbow and confirm the size of equipment required for his home. Mr. [redacted] signed the paper work for the installation and we scheduled it for March 3,2015.During the installation the technician explain to Mr. [redacted] that the units are bigger now than the one he had on his house before because the coils are larger to provide better efficiency. He tought we were giving him a bigger unit than he needed and he was being charged more. We actually installed the same capacity of air conditioning system on his home that he originally had just a different SEER rating to provide better efficiency because they make the coils bigger for better heat transfer. As far as the warranty on his system is quoted to him over the phoneand given to him of the paper work he signed.At this time it is unclear just what the customer would like us to do because he has not mentioned any problems with the cooling or heating issues on the new unit we sold him. It is the proper size and the warranty give on the unit was included with his paper work and also quoted to him originally over the phone.[redacted] - Valley Heating & Cooling & Appliances, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Judy's response is totally untrue. She refused to furnish me with the information on any warranty. She told me it takes six to eight weeks for this information to be furnished. She also failed to mention that her employee copied the ID number on the back of my credit card totally compromising the card. Her employee told me that he was required by the company to take this number. I am now in a position that I must monitor thte use of the credit card for any improper charges or use.

Regards,

Business

Response:

Mr. [redacted] called our company on February 27, 2015 to get a quote on a new heating & air conditioning system. I quoted him a price on a Trane 2.5 Ton 13 Seer Package Heatpump. This system does both heating and cooling. We told him the price would be $4844 completely installed with 2 year labor, 10 years parts & 10 years on the compressor. He then told me, he had to look at his credit card availability and he would call us back. He call back the same day and order the installation. I told him we would send a tech to his home on Saturday February 28, 2015 to get all the measurement for the stand and elbow and confirm the size of equipment required for his home. Mr. [redacted] signed the paper work for the installation and we scheduled it for March 3, 2015.Attached is the invoice on the quotation for his new Trane Package Heatpump system with 2 year labor, 10 years parts & 10 years compressor. Trane only requires our company to give 1 year labor warranty but Mr. [redacted] received 2 years labor on his system. This information was given to him over the phone & was included on the invoice he said prior to getting the installation of his new system. We also mark out the credit card security code per his request, because we knew how important it was to him. We are required to trunciate the credit card number & the security code as well. It is unknown just what Mr. [redacted] would like us to do. The system is brand new and is more efficient then his old one. We have added a 2 year preventative maintenance agreement to check the systems 2 times a year for 2 years which has a value of $149/year per system. We included 1 additional year of labor above our Trane dealer agreement requirements. At this time we have done everything we agreed we would do for this customer and more.Sincerely[redacted] - Valley Heating & Cooling & Appliances

I contacted this company because my ice maker was not working. I asked upon scheduling if they serviced Kenmore models and was told yes. Once the technician arrived and took out the ice maker only to quickly put it back in the freezer, I was told my ice maker was broke and I needed to purchase a new one. I called the company and asked why the technician did not repair or make any suggestions to what was the problem. I was advised that Valley Services Heating & Cooling does not repair ice makers, only installs new ones. WHY was a service technician scheduled to come out to my home if there was no intention on repairing the problem? I spoke to Judy as well as Craig (owner) and got no sympathy, compassion or apology. Both advised me that their technicians do not repair ice makers, only install new ones. At no time when I was speaking with a representative (or the service tech) was I told the company could order a new ice maker and install it. I am out $79.95 (which could have been applied to the new purchase), for no help at all. I would suggest asking many questions in regards to any repairs you might hire this company for.

Had a problem with an AC they installed just over a year ago. They came in did some maintenance, didn't seem to help. Came in again, same result. They told me they decided to do another adjustment that should resolve the problem and scheduled a time. Had to take time off work to meet them. They called at the scheduled time and asked to reschedule. Next time same thing happened. Then they just missed their appointment and started ignoring my calls as if they just want to get rid of me. I feel I've been mistreated and lied to. It seems they have a high rating due to their appliance business, but I don't recommend buying an AC from them.

Review: Dishwasher problem was mis-diagnosed, then subsequently corrected but Valley Appliance refused to issue credit for the difference of the mis-diagnosed work as they had promised.Desired Settlement: I want a credit for the difference between the correct repair price and the mis-diagnosed repair price I paid which is only fair. That is between $150-$200.

Business

Response:

We have reviewed the file for Mr. [redacted] and at this time will not issue any refunds. The technician has stated he informed Mr. [redacted] that the issue with his dishwasher could be caused by a pump/motor assembly, the main circuit board, or a combination of both. After replacing the pump and motor assembly and collecting $495, Mr. [redacted] called back to inform us that the dishwasher was still not operational. At this time our office manager [redacted] informed Mr. [redacted] that we could either come out and replace the circuit board as the technician [redacted] had recommended for no extra charge, or we could remove the pump and motor assembly and issue a full refund back to Mr. [redacted]. The customer requested to have the circuit board installed, and now the dishwasher is operational. I spoke to Mr. [redacted] weeks nearly two month after the repair was completed, and was asked to issue a partial refund by Mr. [redacted]. I informed Mr. [redacted] that we could install the original pump and motor assembly that we originally replaced and issue a refund, but informed Mr. [redacted] that we could not warranty the operation of the dishwasher if he chose to have the components that were diagnosed as faulty re-installed. Mr. [redacted] declined my offer.We have already invested more in parts and technician labor than we collected for the repairs to attempt to satisfy Mr. [redacted], and will not issue a refund in addition to completing the above referenced repairs. Thank you for your time in this matter.Regards,[redacted]PresidentValley Heating, Cooling & Appliances

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As I stated in my original complaint, Valley's technician, [redacted]) was in my home for about ten minutes, made the immediate (and absolute) diagnosis that the pump and motor was "bad", checked the availability of the parts while still in my home and determined they needed to be ordered. The technician quoted me the price ( $495.95) and wrote a work order for the replacement pump and motor parts and labor only. I gave him my credit card for that repair and even trusted him with my security code to enter my home because I would not be there when the parts arrived. In their response to my complaint, Valley stated: "At this time our office manager [redacted] informed Mr. [redacted] that we could either come out and replace the circuit board as the technician [redacted] had recommended (my emphasis added) ..." . Valley Heating is simply not telling the truth. At no time was there any mention by the original technician, [redacted], of a circuit board being the problem. Their written work order to fix my dishwasher was for a pump and motor, period.The pump and motor was replaced, but the exact same problem existed. Another service technician came out a month later, replaced the main circuit board and the problem was fixed immediately. (i should also mention that the "bad" pump and motor ran fine during the testing of the machine, but would stop after running after about 5 minutes and would run repeatedly while the dishwasher diagnosis process took place.) When the second technician came out in January, he changed out the circuit board which he said cost $198.00. I am allowing another $100 for the circuit board replacement labor (it took less than 20 minutes to replace) and believe I am entitled to a refund for the difference between the misdiagnosed repair I paid for and the correct repair made. I am not asking for any compensation for the trouble and inconvenience their poor service caused my family.When I spoke to [redacted] at Valley Appliance, he suggested that they would find old pump and motor and come and take the new one back since it was not the problem. I believe that is prima facie evidence and an outright admission by Mr. [redacted] that they originally made a wrong diagnosis of the problem for which they are solely responsible. I have had my own business for almost 40 years and when we make a mistake, we take responsibility for our error and absorb whatever the cost is to make it right for a client...that's what responsible and reputable businesses do and that's what Valley Appliance should do in this case. I want a refund for the difference between the misdiagnosed repair I paid for and the correct repair made which is approximately $200.00.

Regards,

Business

Response:

Our company performs thousands of service calls each year. We have a very low incidence of unsatisfied customers due to our willingness and desire to meet and exceed the expectations of our clients. I attempted to explain to Mr. [redacted] that we cannot discount the job lower than what we would normally bill when we have also provided extra services free of charge.It is our fault if we did not full explain and clarify that hardware failures can be caused by multiple components, and a single failed component can cause a failure in other components as well. We feel that this is the case in Mr. [redacted] situation, and that the original failed components also caused the failure in the circuit board. We would be willing to offer Mr. [redacted] a $100 refund (50% of the requested amount) to satisfy the situation.

Valley Heating, Cooling, and Appliances is the kind of company with which I want to do business.

After having been customers for ten years with company X, recently we experienced a problem with company X. They installed a new heat pump. Making a long story short, the new heat pump stopped cooling properly short of six months after installation. We called the company five days in a row, which resulted in two prompt service calls, one service call a day later than promised, and two no shows after we had been told a technician would come out. On days 6 and 7 I made no further attempt to contact the company. We had been told two technicians would come out for the fourth inspection on day 6; no one came; no one called.

At my wit’s end by day 7, at 7:00a.m I called Valley, Heating, Cooling, and Appliances(VHCA). [redacted] answered the phone, offered me a portable cooling unit to help keep my elderly parents comfortable and safe in the heat. Even though she understood that I have a new heat pump under service contract with the other company and might not be able to purchase a new one from VHCA any time soon, she spent nearly an hour on the phone with me, discussing my options and best courses of action. We agreed that she would send a technician out between 10:00 and 1:00 to give us a second opinion as to what the problem might be. Alan arrived before 11:00, spent two hours checking everything possible, found that our thermostat had not been properly calibrated before being installed among other problems and gave us valuable suggestions from using less expensive air filters to leaving specific doors open--- all for the standard service charge. Until we can be reimbursed by our credit card company or the manufacturer, we still have cooling problems. However, just having dealt with the wonderful people at VHCA, I feel a sense of relief and am confident that things will now work out. If we are reimbursed by the manufacturer or our credit card company, I will be contacting VHCA to remove the old unit and install a new one.

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Description: Air Conditioning Contractors & Systems, Air Conditioning Repair, Air Conditioning Systems - Cleaning, Appliances - Major - Service & Repair, Appliances - Small - Service & Repair, Air Duct Cleaning, Air Purifying & Cleaning Systems & Equipment, Appliances - Installation, Air Balancing

Address: 916 E Baseline Rd Ste 129, Mesa, Arizona, United States, 85204-6607

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