West University Place Heating & Cooling Contractors West University Place, TX

Homeowner not happy with Houston HVAC service

COMPLAINT: Paul Cleek, Houston

"Two years ago, Anderson A/C (now Northern Air Heating & Cooling) installed a new A/C unit at my house.

"Five or six weeks ago, I contacted Northern to perform the annual maintenance, which they did. The unit stopped working two weeks later.

"Northern's technician found the problem: The unit's hard start kit had burnt out and tripped the breaker.

"He explained the hard start kit and told me although it's not required for the unit to run, it'd prolong the compressor's life. I decided to have it installed.

"The technician didn't have one with him, so he called for the price and wrote up a work order. The parts cost $185 and there was no charge to install it, since I was paying the $79 service call.

"He came back and installed the hard start kit, but I wasn't home, so he left the invoice, a note to call and arrange payment, and a hard start kit information sheet.

"I looked up the kit on the Internet to learn more about what it did, and I was surprised to find out that the kit I was charged $185 for retails for $40.

"I exchanged numerous e-mails with the general manager. I made it clear that I would pay a fair price for the kit but I had no intention of paying four-and-a-half times as much as I could buy it on the Internet.

"Then I reviewed the original invoice from my A/C unit. It clearly states I have a 10-year parts and labor warranty.

"I shouldn't have had to pay for the service call or the parts. I sent this information to the manager, who sent me a $185 invoice for the kit."

DESIRED RESOLUTION: "I want Northern to acknowledge the 10-year warranty, cancel the $185 invoice and refund the $79 for the service call."

STATUS: Stalemate

Editor's note: Northern Air responded to Cleek's complaint, indicating they were willing to resolve the issue, but the company and member could not reach an agreement.