Michael D. on BirdEye
3 years ago
12/14/2018, 06:21 AM
I contacted Bradham brothers about repairing my HVAC unit which wasn't heating the house on 12/12/2018. I received a call back around 3:00 that day, I was asked if I wanted a technician to come out, I said yes. The receptionist then told me there would be a $89.00 + Tax ($95.45) Diagnostic charge for the tech to come out. I asked her if it would be applied to the repair if I chose to have them fix it, She said no. I asked why, and I stated that the other HVAC companies, That I regularly deal with as a landlord, either didn't charge a Diagnostic fee, or they would apply that fee to the repair. She said that was not their policy and asked if I still wanted a tech to come out. I said yes.
The technician, was a great guy, very open about what he was doing and he seemed to have a great deal of experience and knowledge. He checked the system and said I had a bad capacitor and Contactor and that that would fix it. I asked how much the repairs would be if I let Bradham Brothers do it, It was $210 roughly for each. So that would be $420 plus the diagnostic fee + tax or $540.00 (roughly) The parts were $50.00 from TRANE, I installed them myself. The unit is still doing exactly the same thing.
I called Bradham Brothers back to let them know the diagnosis was incorrect. I was told by the receptionist that the service manager (Todd) would call me back, When he did, He asked me to check the voltage on a couple different wires, I had no problem doing it. And I told him the voltages, He said it must be something else. I asked if they were going to come back and give me a correct diagnosis, He said no, that they were not going to do business with me again. I asked why, he said the receptionist didn't like the way I spoke to her. I told him what I said, he responded that he didn't hear the conversation, But that they were not going to come out again.
I asked that if he wasn't coming out, and that if the "diagnostic was incorrect or incomplete" would they refund the Diagnostic fee. He said he would not come back out, and would not refund the fee.
I offered to come to their shop to discuss it, and he said no, that wouldn't be good.
So I have at this point paid $95.45 for an incorrect diagnosis, My HVAC is still broken, and they have given me no recourse. This is unfair, and bad business. I feel as though they view this fee as free money not as an actual diagnostic service. To me $95.00 is significant, I live 1 mile from their shop so travel shouldn't have been their issue. I worked quite a few hours for this money, and all i wanted was fair resolution and for my children to be warm tonight.
If the diagnosis was incorrect or incomplete, they should either come back and complete the diagnosis, or refund the fee.