Cincinnati HVAC deposit not repaid when job cancelled

Cincinnati HVAC deposit not repaid when job cancelled

COMPLAINT: Barbara Lutz, West Chester
"Al's Heating & Cooling Inc. gave me an estimate to install a new heat pump and air conditioner. I signed the contract and the salesman left at approximately 4 p.m. on a Friday.

First thing [the following] Monday, I called and said I wanted to cancel. I was told they would cancel the order. Then the salesman called and said I'd have to pay a restocking charge for items they had already ordered and received.

I questioned how things could have been ordered and received in such a short time over the weekend. He said they had [been] and they would send me a bill.

I received a bill for a $262 restocking fee: 5 percent of the canceled job. I left a voice mail requesting a list of the items they ordered and received. I never heard back. About four months later, I received a letter from a collection agency trying to collect a debt for Al's Heating & Cooling.

I replied by letter to them, then received a letter from Al's saying they had a standard 5 percent cancellation fee. That wasn't in the contract."

DESIRED RESOLUTION: "I want a 'no balance due' statement from Al's Heating & Cooling."

RESPONSE: Richard Cox, president,
Al's Heating & Cooling
"The member is correct that she did sign the contract and she did cancel it Monday. The reason she canceled was she later found a cheaper price. We don't have a problem with this issue, however, we did order the equipment and had it delivered. This charge is a restocking fee only."

STATUS: Stalemate


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