Complaints for Harris Heating & Refrigeration in Madisonville, TN

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

7/25/2022

Arrived almost 2 hours past appointment, charged $160 for travel time, got on ladder (I provided) to announce no gas in system. No gauge hook-up, no work done. Service call of additional $140 makes a total of $300 for no work performed 2 hours late. Offered to put about $600 of refrigerant in system with no check for leakage. Jimmy Harris (owner) did service call, set the price, and gouged me an excessive price with no prior advisement of travel charges when they set the appointment. He's a hacker. Resolution Sought I'd like some money refunded, a service call should involve some work performed not just a cursory glance and an unannounced charge for travel time.

Company Response

8/23/2022

On June1, 2022 we had a service call to the complainant's home. The complainant's address was an Athens address but was in Calhoun. This address is past our company radius but the complainant insisted on us coming out. It took 45 minutes to Calhoun exit and another 30-45 minutes to the complainant's home. Upon arrival Mr. Harris spoke to the complainant about the distance to his home and if he still wanted him to look at the unit. He mentioned the drive time added to call. The complainant insisted he wanted Jimmy and had no problem with the extra cost. The homeowner stated that the original unit had been stolen before he purchased the home. The replacement unit had been replaced with the unit that had been built on a wooden scaffold and was not working. The scaffolding was not sturdy and had little standing room. The homeowner had a ladder up against the unit but Jimmy walked around to the top of the retaining wall and step across onto the scaffolding with only standing room. The homeowner climbed the ladder and stood on the ladder watching. Jimmy removed the panels and attached his gauges. He found the unit to be empty of R22 and told the homeowner. Jimmy said he could replace the R22 but wasn't confident the compressor would come on. He asked the homeowner what he wanted to do, and the homeowner stated that he didn't want to add the R22. He asked Jimmy about a new unit and Jimmy measured the house. When Jimmy completed the job, he gave the homeowner his ticket. He asked him if it was okay, and the owner agree the price was fair and would call the shop at a later date if they decide they want a new unit.

Customer Rebuttal

8/25/2022

There was no "insist" on the request for service. We asked in the original phone call IF our location was in his service area. We were assured it WAS in the service area of them and NO further comments about distance or the unexpected travel charge until the very end of the service call. The drive from my door to Madisonville takes 45 driving slow on the back roads, He drove on I-75 and it should have been even quicker. I make the drive at least once every two weeks on the back roads. Not our fault his GPS took him the long way, he didn't bother to call except to say he was going to be almost 2 hours late. The unit was on a scaffold and I told him if he didn't want to service the unit I'd understand why. He did remove the panel but did NOT hook up gauges. He depressed the Schrader valve and found no refrigerant present via his thumb NOT by gauge. He offered to replace the R22 refrigerant? The unit takes R410A per the unit specifications, real observant isn't he? No offer to check for leaks either, just to add another service charge. Jimmy did NOT measure the entire house, he may have stretched a tape on length ONCE, he eyeball estimated everything else. I never said ticket was fair

Company Final Response

9/7/2022

First off apologies for the error stating R22 instead of R410, that was an error in typing not an error in being observant. Mrs. Harris that had accompanied Mr. Harris is the one who stated it was R22 in the reply so our apologies are for that. However, Mrs. Harris was also there and was in witness of Mr. Harris putting the gauges on the unit, hence she brought them to him while he was on the scaffold. Regardless of that, there was no refrigerant in the system. Mr. Kliman was told and was asked if he wanted us to put refrigerant back in knowing that it would not stay in the system. He stated he did not and asked for a quote for a replacement unit, which he was given via email later. As for measuring the whole house, Jimmy had to measure the home from the outside and in the basement with an electric range finder, because he was not allowed to go inside the home because of the dog being kept inside the home. We apologize for being late, however we did ask upon arrival if Mr. Kliman still wanted us to look at the unit. Mr. Kliman agreed to have Mr. Harris to continue to have the HVAC system looked at for service.

Complaints and Resolutions

Harris Heating & Refrigeration complaints