TC Heating & Cooling

TC came out to inspect our non-working AC unit We were working through a home warranty company TC took our payment and then never followwith the warranty company to service our unit After repeated calls to TC, the owner finally returned my call He was rude and said that he had an issue with the home warranty company and until that was resolved nothing would be done It's been weeks without AC and still not resolution So we are out the money for no service, have no AC, and when I talk to the owner he treats me like dirt

Our upstairs AC unit stopped working properly in late May 2016. I called our Home Warranty company, filed a claim, and a few days later another company came out and added refrigerant to the unit. I paid them the $100 deductible. A few weeks later, the unit was not properly cooling again. I contacted the home warranty company, who did a "recall" telling me to call that first company again and that I wouldn't have to pay another deductible. I reached out to them and they said they'd let me know when they could come out. I never heard from them again. So, in early August, I contacted the home warranty company again. They said they would let the first company's supervisor know that they weren't doing their job and they called Tom with TC Heating and Cooling, with me on the phone, to set up an appointment for the next day. The home warranty company also made note that I would not have to pay another $100 deductible, and I heard them tell Tom not to charge me the deductible, but to bill that to the home warranty company. Tom's son, Chevy and an associate, came out the next day (August 3). They looked at the unit (located in the attic space) and found that the indoor coil was leaking. Chevy commented that he was sure that the first contractor knew exactly what was wrong, but didn't want to do the work because it was in the hot attic, and that was probably why I wasn't hearing back from him. So, Chevy wrote me an invoice with what he found, said they would probably have to order the coil and that someone would let me know. I did leave Tom a message that same afternoon telling him that my coil could still be under warranty because I saw on the manufacturer's website that some of them had a 10 year warranty and ours was only 9 years old. He left me a message the next day (which I still have saved) saying that he contacted the company and that ours had only a 5 year warranty, but that he went ahead and ordered the part, and that he was told it should be in the next Wednesday or Thursday. He said he would contact the home warranty company to give them the information and get authorization from them, and then someone would contact me when it was in. The next Wednesday I left him a message asking if the coil was in. He did not return my call. I then called again on Thursday and actually spoke to Tom. He said that the part was not in, but that he would check with the distributor, and that it would have to be in by that evening for them to install it the next day, Friday. He never called me again. Monday morning (August 15) around 9am, Chevy and his associate showed up at my door, saying they were there to replace the coil. I let them in and said I didn't know they were coming then. Chevy told me that Tom said that he had set up the appointment for 9am on Monday. I said that no I hadn't heard from him, but luckily I was home and they could do the work. So, they replaced the coil and did their work. When they were finished, Chevy told me that there was $175 not covered by the home warranty company. I asked what that was for and he wasn't sure. I called the home warranty company, but was on hold for quite a while. Chevy talked to Tom a couple of times while I was on hold and then told me that they would go ahead and leave and we'd take care of it later. He left me an invoice showing I owed $175 for the "not covered" portion. He also relayed from Tom that Tom had called and talked to a woman to set up the 9am Monday appointment and told her over the phone that she owed $175 that was not covered by the home warranty company. I told him that Tom had NOT called me about the appointment or owing anything. I asked what number he had called but he didn't know. After they left, I finally reached the home warranty company and they said that what TC Heating and Cooling told them was that I owed $50 each for reclaim and disposal of freon, and $75 for a zoning and building permit. The home warranty company said that these contractors are their eyes and ears and they depend on them to let them know what is going on. After I hung up with the home warranty company, I called Tom's number and naturally he didn't answer. I had to leave a message. I asked in the message what exactly they were charging me $175 for and why they were charging me for a zoning and building permit for a 9 year old house. I also asked if he could tell me what number he called to set up the appointment and advise about the not covered portion, but he has not returned my call. I also have not received anything from them by mail. My complaint is not about the work they did. So far the AC unit is working as it should. My complaint is about them being dishonest about contacting me and for trying to get money they are not due.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Ms. [redacted] is not actually our customer, she is a customer of [redacted] home warranty of which I am a service provider. When I originally contacted Ms [redacted] to set up an appointment I was told that the prior week a different HVAC company had been to their home to address this issue as a representative...

of a different home warranty company only to be discovered that they had no policy with that home warranty company. I was also told that this previous HVAC contractor had "removed some Freon". I informed Ms [redacted] that [redacted] would require us to provide them with our diagnosis and receive authorization before making any repairs.We went to the [redacted] residence on Friday 8/26/16 for our 2:00 to 4:00 appointment. We performed a full system refrigerant leak detection and found a leak at a braze joint where a new evaporator coil had been installed 6 months earlier. We collected the $100 service fee that [redacted] requires to cover our service call and diagnosis. I entered our diagnosis on [redacted]'s authorizations web portal on the evening of 8/26/16. [redacted] provided us with an authorization to make repairs on 8/30/16. I called Ms [redacted] at 8pm on 9/1/16 to setup an appointment to make repairs. I offered our 10:00 appointment on 9/8/16 as that was our first available appointment. Ms [redacted] refused that appointment stating that her son is diabetic. I told her that everyone on our appointment list has some type of health issue to which she responded " I'll take care of it". The $100 collected was for services rendered in preforming a diagnosis. [redacted] will reassign her claim to another service provider and she will not be required to pay another $100 service fee to them.