St. Louis HVAC company refunds consumer after pricing dispute

St. Louis HVAC company refunds consumer after pricing dispute

Member complaint

I hired Total Comfort Group of St. Louis for an A/C tune-up. They offered me a discounted price of $49. When the technician came on site, my wife showed him a mailer from our utility company saying that we could get a $75 credit on our electric bill for having the tune-up performed. The company said we didn’t need to do anything to ensure we’d get the credit, and that they’d take care of the rebate process, which would take four to six weeks.

After the service, the technician gave my wife an $85 bill. She wrote him a check, then called me telling me they were done. I called the company, because the service was only supposed to be $49. They told me that it was more work since they have to handle the credit with the utility company, and that they couldn’t do that for $49.

The offer didn’t say anything about the tune-up for the credit being different from a regular tune-up. I feel like this was a bait and switch. I want a $36 refund, and to make sure the information is submitted for my credit.

David John, St. Charles, Missouri

Provider response

Utility optimizer checks are quite time- and detail-extensive and can’t be offered at discounted rates. I am offering a full refund to the customer as restitution. There was confusion between the parties.

Brian Edmiston, business development manager

Status

Resolved

Editor’s Note: The service provider offered a full $85 refund instead of the $36 refund, and they didn’t handle the credit paperwork. The member considers this matter resolved.

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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