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"Very well. Did a great job"

"We requested emergency service from Schneider on our AC unit in August 2023. What was explained to us for the cost of the service was not what was billed to us. The person we spoke during the emergency call explained their fee would be a $115 flat fee (discounted for "Gold Star" members from $205) plus the price of any additional parts. As that sounded like a fair price, we agreed to have them out that night. The technician was great, we have worked with him before. He arrived, assessed the issue, repaired it, and left within 25 minutes. He explained that the issue was a bad capacitor, and while he did not have the part with him, he was able to make one out of two other parts he had. Fine by me-as we have children, our house was in the 80s at this point, we were just glad to get it fixed. I thanked him for his quick service and that was that. The next day we received our bill, which was $332. $115 for the fee that they explained, and $217 for the part, itemized as "BDP-914554 OHWP291-4554 45/5 MFD AT 370V DUAL CAPACITOR". I do work with capacitors in my field, albeit on a lower scale, and they are not nearly that price range so I was immediately skeptical, but hesitant as maybe commercial parts are a different ballgame. I looked into the part myself, online, and found that it ranged anywhere from $15 to $25 if I were to buy it myself. I then contacted a trusted local business owner, who formerly worked in the HVAC field and he confirmed the price he pays for the exact itemized line I forwarded him is $23.73 plus shipping. I talked with the HVAC department at my workplace which is quite a large business in this area and he also confirmed this part is less than $30. I called other local heating and AC businesses to ask how much they charge for this part, you guessed it, less than $30. I called Schneider and talked to Roxanne in billing. I explained our conversation during the emergency call, what was explained to us as far as billing, and my curiousity in why we were charged $217 for a part that I had spoken to other HVAC technicians about that runs anywhere from $15-$25. She explained that price factors in labor, taxes, and fees in addition to the part. I relayed back that it was not explained to us that labor was tied into this cost, nor is it displayed in the invoice, despite plenty of space for it to be added. She retorted with "you don't think our technicians should get paid for their time?" I replied with, "that is not what I said, I am just stating that is what was explained to us during the phone call". I absolutely believe the technician should be paid, I assumed that is what the $115/$205 charge was included for. Not once did she apologize for the mistake, take any responsibility, or even recgonize that there was a possibility that labor was never mentioned during that phonecall. I was instead made to feel like I was the idiot for even questioning the $217 itemized line of "BDP-914554 OHWP291-4554 45/5 MFD AT 370V DUAL CAPACITOR". I told Roxanne that I will pay the bill if that's what is going to be charged, but I will be cancelling my "Gold Star" plan as I do not feel that I am benefitting from this service. Our unit was just inspected on 6/30/23. I understand that capacitors can go bad (randomly at that), and I also know that they can leak prior to failing. I do not know if the part was beginning to fail in June 2023 and if that inspection point was missed at the time. Maybe it failed from the excessive heat wave that week. She continued to inform me that not only will our warranty on the part be voided without routine cleaning, but that we will forfeit "Gold Star" service moving forward. I understood what would happen by cancelling the service. We have been "Gold Star" customers for 7 years, through 2 different houses. We had Schneider install our last furnace and AC unit, and then continued to have them come out bi-anually for their "Gold Star" plan, where they inspect and clean each unit once per year. I'm a bit disheartened that, although I've purchased a furnce through them and also used their services for this duration of time, they didn't make any attempt to make the situation right or offer any sort of remedy. I'm a pretty patient person, maybe too nice for my own good, but having worked in customer service myself-this was an unnacceptable resolution. I don't believe we should pay for services that were oversold and understated. Perhaps 7 years as a customer is not seen as "essential customer", or maybe we are not seen as a loss "only" paying $200 a year for routine service, but I've still paid nearly $10,000 over the years to Schneider, an amount I do not consider small as an average income family. I'm only sharing this story for others to consider when shopping around. When I look for places to give my business to, honesty is near the top of my list of needs. Today they've shown me that's not one of theirs. I was mostly happy with them up until this point."

"Excellent service!"