Member says Norfolk service provider didn’t properly repair air handler

Member says Norfolk service provider didn’t properly repair air handler

Member complaint

I hired ServiStar of Norfolk, Va., to inspect a drainage problem with an air handler in the garage. A service representative seemed to have fixed the problem. However, the problem occurred again. A technician responded and again seemed to have fixed the problem, but the problem happened again. This time, I called another company, which sent a service rep who has apparently fixed the problem.

I paid for an annual preventive maintenance plan, which included two annual checks and a provision for no call-out fees with ServiStar for the two heat pumps and air handlers at my house.

When I called the first time, the $98 call-out fee was waived since I had a maintenance plan. However, the second service technician gave me a $98 bill. I told him I should not have to pay. He went to his truck and a few minutes later I got a call from the ServiStar office and spoke to a lady who told me I owed the $98 because it was a service call charge for diagnostic services and not a call-out fee.

After discussing the charge, I agreed to pay. But when I noticed a considerable amount of water coming from the air handler again, I decided to call another company. The technician determined the overflow pipe wasn’t discharging properly and modified it to try to enhance the drainage flow. His solution worked and I’ve not had a problem since. However, I did have to pay $163 for the call and repair.

I wrote the owner of ServiStar expressing my dissatisfaction with his company’s work and also asked him to reimburse me the $98 I was charged well as the $163 I had to pay to get the problem fixed. I have never received a reply. I want a refund of $261.

James Pauls, Hampton, Va.


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