HVAC contractor clears up confusion over discount
COMPLAINT: Margaret Mahood, Columbus, Ohio
"Favret Heating & Cooling of Columbus installed my new furnace. To start, the service man arrived very late and told me I needed a new motor but should buy a new furnace instead.
"He offered me a 10 percent senior citizen discount but said he didn't know how old I had to be to qualify. I signed a contract, and he said he'd revise it later with my discount. However, they billed me for the full contract amount and said the discount didn't apply to my installation. They did not keep their word.
"I have spoken to several people, and all of them confirmed that my eligibility for the discount had already been entered onto my file on their computer and that the manager had authorized it.
"They later offered me $24.50 instead, but I was not happy with that amount, as I feel the company owes me $310. They also offered to come back and remove the furnace for an additional service fee.
DESIRED RESOLUTION: "I want them to give me the $310 discount."
COMPANY RESPONSE: Philip Favret, vice president, Favret Heating & Cooling
"I am sorry for any miscommunication between our employees and our customer. Our policy is to give a 10 percent discount on service maintenance and repairs. Installation of new equipment is not included.
"The member received a discount of $24 when she paid our invoice, but we'll send her a check for an additional $310. We are sorry for any miscommunication and will be taking steps to eliminate any confusion in the future."