Our professionals have been servicing heating and cooling systems for 25 years. From repairing to replacing, we provide you with exceptional heating, cooling, HVAC and air quality services.
Bryant HVAC, heating and cooling, air conditioning, furnace, heating service, cooling service, plumbing generators, humidifiers, air cleaners, heat pump, HVAC repair.
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Cosby Heating and Cooling has billed us $1025.10 for services and repairs after leading us to believe that the items were covered under warranty. The following is a timeline of events related to the invoice and an overview of our experience:
April 13th, 2012 – We had a scheduled appointment for our Spring Maintenance. My wife had to call the receptionist mid-day and remind her of our 9am appointment time. The receptionist informed us that she would be sending someone out at that time (12N). The technician informed us that the pump was bad and that they would check the warranty and follow back up with us. Later in the afternoon my wife called and asked the receptionist to confirm the warranty and informed her that if anything wasn’t covered under the warranty we needed to know before the work was done as we had an existing home warranty that we would submit the charges to. My wife reinforced that the submission for the home warranty had to be done prior to work being done if the items were out of warranty. The receptionist assured her at that time that no work would ever be done without discussing the costs ahead of time and even stated, “If you don’t hear back from us we’re good to go”.
April 17th, 2012 – My wife called to check status of service call and warranty. The receptionist followed up on the same day and stated that everything was good to move ahead on their end and she scheduled for April 19th.
April 19th, 2012 – My wife called mid-day to see status of the service call and was told the date would need to be changed to April 20th or April 23rd.
April 20th, 2012 – No one from Cosby Heating and Cooling showed up and no phone call was received.
April 23rd, 2012 – Technician was supposed to be there at 9am but showed up at 11am and then had to leave again to get parts. From 11am to 4:30pm the technician spent more time out in his car on a mobile phone than he did in our house. The technician was ultimately unable to repair the pump.
April 26th, 2012 – My wife called to see when the next service call would take place. The receptionist informed her that it would take place first thing in the morning on April 27th.
April 27th, 2012 – My wife called at 12pm and 3pm to check on status of the service call. The receptionist stated at that time that they would be there. At around 4pm my wife missed a call informing her that they had run out of time that day for our service call and that they would get to us on Monday, April 30th. I called the office multiple times after 4:30pm and never received an answer. I paged the on-call service technician to find out what was going on. He returned my call promptly, was very apologetic and very professional. He voiced that they (Cosby Heating and Cooling) had some “issues” and that other technicians had voice their concerns as well.
April 30th, 2012 – The Service Technician showed up at 8am and worked until early afternoon. As he was leaving my wife commented that the job had taken quite a while and at that point he informed my wife that they had to do much more work than just replace the pump.
May 12th, 2012 – We received an invoice for over $1000 for the pump and several other items and Cosby Heating and Cooling is now stating they were NOT covered under warranty.
May 14th, 2012 – My wife called and spoke with the receptionist who informed her that she’d have a warranty manager(?) give her a call. I called and requested to speak with a manager. The receptionist showed no sense of accountability or urgency to fix my problem. I informed her that this appeared as if it had been done intentionally and that I felt as if I needed an attorney. She responded with, “Maybe you should just have your attorney talk to ours. We have an attorney too you know.” I was frustrated so maybe my comment came off as a threat but I got off the call feeling the opposite.
May 15th, 2012 – I called and spoke with the receptionist to see if anyone would be calling me back today. She stated the manager was in the office and then left the phone for a couple of minutes. When she returned she told me that he was not ready to talk to me? As of 7pm on May 15th no one has returned my call.
I imagine I'd not be as agitated right now if it weren't for the receptionist's attitude and my own gut feeling that I've been swindled. The fact that no one will talk to me doesn't help either.
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