Charlotte HVAC, homeowner resolve billing issue

Charlotte HVAC, homeowner resolve billing issue

Standoffish

COMPLAINT: Jessica Schneebaum, Charlotte

"Horne Heating & Air Conditioning has serviced our HVAC for two years. Last spring, they installed a new air handler. In October, I couldn't turn the heat on.

"A technician came out and found a switch had been left in the off position. He also found a mess of wires the electrician had left. My understanding was there was no charge to fix the mistake, but we received a $120 bill.

"I called them twice and was told they would clear the charge. Still, we got a bill. I called again and they had the head technician look at the notes, and he said the charge was legitimate. I asked to speak with the technician, Don McAndrew, who got on the phone and began arguing with me.

"If it was his guys who had turned the furnace off, he asked, 'Why didn't you call me before October?' I didn't need to use the furnace until then, I answered. He then said I had an attitude and there was no way he was clearing the charge."

DESIRED RESOLUTION: "I want them to remove $120 charge and late fees."

RESPONSE: Chris Horne, owner, Horne Heating & Air Conditioning

"We're sorry to learn that the member has filed a complaint. Our organization has maintained Super Service Awards for several years. We're willing to resolve the issue.

"We would, however, like to point out a few details with the claim and customer history. In the spirit of good customer service, we honored rebates and refunds above the original contract at the customer's request. The member also fails to mention she backed her vehicle into our service truck and has yet to offer payment. We haven't asked for reimbursement for several hundred dollars worth of damage.

"Our goal is 100 percent customer satisfaction, and we look forward to serving all Angie's List customers with their heating and cooling needs."

STATUS: Resolved

Blindsided

COMPLAINT: Mike Rich, Concord, N.C.

"I found The Blind Ladies on Angie's List, and ordered blinds from them. Judy Bunch [owner] and her husband Jeff came out to install them. After they left, I noticed the majority of the blinds had unfinished edges. I told Jeff about this. He said they would take care of it, but weeks went by without word. I even recommended them to our neighbors.

"I finally got ahold of Judy and she acted surprised. Once again she said they'd take care of it. Again, I received no word from them until they were installing our neighbor's blinds. I called Jeff and got him to look at them. He looked at two windows, said they were bad and said they'd replace the whole house. Now they don't return my calls.

DESIRED RESOLUTION: "I want the blinds replaced with ones that don't have ragged edges."

RESPONSE: Jeff Bunch, manager, The Blind Ladies

"I feel we've done nothing wrong. The product was made well. We've been in contact with him on several occasions. I said they appear rough, but they're well within industry standards. He only wants new blinds."

STATUS: Stalemate

Disappearing deposit

COMPLAINT: Teresa Gilbert, Mooresville, N.C.

"I hired Nuckles Flooring to add paneling to my cabinets and a cherry wood panel to my island. I signed the initial contract and paid a $2,000 deposit. I fired him because of poor workmanship and because he was taking so long. After I fired him, he told me he completed the work and would charge me double for the initial job if I didn't pay for the cabinet work. I'd be happy to pay him, as long as it's done right, but none of the work was done correctly."

DESIRED RESOLUTION: "I would like Mr. Nuckles to return my two $1,000 deposits."

RESPONSE: Jerry Nuckles, owner, Nuckles Flooring

"The member has misrepresented the facts of the report. She breached my contract and, without provocation, refused to let me deliver the products she requested."

STATUS: Stalemate


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