HVAC estimate causes dispute between homeowner and contractor
Le Grande Upholstery & Carpet Co. Inc.
Never responded to Marlene Happach's request to refund $200 for upholstery work she says she had to have redone.
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Charlotte HVAC complaint
COMPLAINT: Kim Honeycutt, Charlotte, N.C.
"I called Horne Heating and Air Conditioning to restore the A/C at a rental home. Jon Horne [the owner] informed me that they'd perform an evaluation and contact me with the diagnosis within 48 hours.
"I didn't hear from anyone and my tenants were miserable, so I assumed they were too busy to complete my request and I called a different company for the repair. Three months later, I got a call from Horne stating I owe them $95 for the estimate.
"I'm not willing to pay them when they did not honor their own protocol. I would have never contacted and paid another company to complete the assignment if Mr. Horne had held up his portion of the agreement."
DESIRED RESOLUTION: "I want them to terminate the $95 charge and send a letter stating I don't owe them any money."
RESPONSE: Chris Horne, business manager, Horne Heating and Air Conditioning
"Upon review of the customer account and service history, our records indicate a different series of events. Diagnostic charges were quoted over the phone and the customer agreed to pay for the diagnostic plus any repairs via credit card over the phone.
"Later that same day, a representative visited the location, checked the system and diagnosed a faulty outdoor fan motor. We attempted to contact the member on several occasions that day and later that week to advise of the necessary repairs.
"After no successful contact was made a statement for the diagnosis fee was mailed to the location. Our organization feels we are indeed owed for the service provided; however, per the member's request, the account has been credited $96.58."
Charlotte upholstering complaint
COMPLAINT: Marlene Happach, Charlotte, N.C.
"I hired Le Grande Upholstery & Carpet Co. Inc. to reupholster my three-piece sectional sofa. They had my couch for several weeks. When they delivered it, I gave them the remaining balance of $2,000 and the couch seemed to be fine until about six months ago.
"The foot rest padding is faulty and leaves permanent dents on the rest. It's also lumpy and is ruining the integrity of the couch.
"I contacted them and Lee Turner [the owner] told me they'd come out, but never showed. I called and asked where they were and was told they were running late. Lee rescheduled for a few days later and they still didn't show.
"I haven't heard from him since."
DESIRED RESOLUTION: "I would like a $200 refund, which is the amount I paid another company to fix it."
STATUS: Penalty Box