Client claims Columbus HVAC estimate should be free

Client claims Columbus HVAC estimate should be free

COMPLAINT: Diane Black, Columbus, Ohio

"I called Columbus Worthington Air for an estimate to have a supply vent installed from the furnace to the finished side of my basement. When I called to schedule the estimate, no mention was made of a fee.

"When the representative came out, he took measurements and asked for $85. I told him that since a fee was not disclosed when I called, I would not be paying for the estimate.

"If a charge had been disclosed, I would not have had this company come out, since most other companies do not charge for an estimate."

DESIRED RESOLUTION: "I would like Columbus Worthington Air to stop billing me."

COMPANY RESPONSE: Jeffrey Ford, president, Columbus Worthington Air

"All of our customer service reps are trained to quote diagnostic fees over the phone. There are notes in the computer regarding her initial call. We told her that if she chose to have us complete the work, we would reduce the cost of the diagnostic fee. The only free service we offer is for estimating new equipment.

"She verbally accepted our diagnostic rate and requested a technician come to her home."

STATUS: Resolved

Editor's note: The contractor stopped billing the member.


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