E & M Plumbing Heating & AC complaints

On May 4, 2022, the customer phoned in a service request stating her furnace and AC were not running. On May 5, 2022 the customer was contacted for service. She was leaving for work but provided her mother's phone number to let the technician in to work on her system. In servicing the unit, the technician found no filter in the unit, blower motor packed off and blower wheel packed off with dirt, debris and pet hair. The grommet on heat exchanger cell was separating causing a failed heat exchanger. Technician recommended replacement system and advised the furnace was illegal as it was in a sleeping quarters and needed to be sealed combustion to be code approved. No wires were cut, however no parts were replaced as the unit was condemned due to safety. The technician spent 1 hour attempting to service the unit and 30 minutes over the agreed upon time waiting on the customer's mother to arrive for a total service time of 1.5 hours. He then worked up and provided an estimate (45 minutes- not charged to the customer) and sent the same day for replacement of the condemned system. An invoice was mailed to the customer on 5/6/2022. All invoices contain technician notes, materials (if used) and labor. The customer called for repair service, she did not call for an estimate to either repair or replace her furnace and AC. It is not our company policy to provide estimates for service, all service calls are time and materials. Terms are for payment due upon receipt of invoice. Multiple invoices were sent to the customer as well as phone calls. On June 10, 2022 the customer's mother was contacted as the customer's phone had been disconnected. The customer's mother advised she would relay the message for her daughter to call E&M but would not provide her new phone number. The customer has since taken to social media and the internet to disparge E&M.

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