Complaint Review: Bryant Heating and Cooling

In August of 2015, I personally tested and determined my capacitor was bad and contacted Bryant to replace it and to check my refrigerant levels since I didn't have time to run around town to buy a spare capacitor.  Was immediately told my coolant was black and acidic without a litmus test or seeing the levels myself, despite being right next to the tech.  I am not an AC tech but very mechanically inclined both personally and professionally.  He couldn't explain why the coolant was black but could easily sell me something.

Was told my compressor was on its last legs and should be replaced immediately, "could blow tomorrow, could blow in a year but you need to replace it".  

The cost to replace the compressor was ~$1975 plus the additional capacitor/hard starter for another $500 if installed after 30 days (pro-rated after this install).  I have a strong suspicion that the tech is paid commission on his recommended up-sells.  Told him to go ahead and replace the capacitor to get the AC going during this stretch of heat but I'd hold off on the compressor to get another opinion.

The price charged to replace a capacitor and hard start was $203 for each component...my total bill was $585 to test the capacitor, swap out a new one and a hard starter - he was literally on site for 10 minutes and left before the LGE power switch overcame it's delay.  This also included their Gold Level PM service at $179.

I completely understand making a decent profit based on experience and how high overhead can be with regulated gases, but Amazon has the exact same equipment for ~$10 each.  They, without a doubt get bulk pricing on these cheap Chinese parts and  I legitimately feel like they're price gouging.

So yesterday, on 5/12/15 I just had some pushback from Bryant Heating and Cooling from the service on my AC they "performed" in August.

I emailed and asked them to full refund our membership that I signed up for to get a discount when we replaced the capacitor.  Brittany called almost immediately, despite my asking for email correspondence only.

She agreed that I was billed for the Gold Membership but didn't receive what was promised; 2 cleanings (fall and spring - both long since passed).  She said there was an accounting error.

She then tried to get me to schedule the missed cleanings and I told her I wasn't interested in anything but a refund of the membership.  She got snarky and was trying to restart the membership but I didn't budge and asked yet again for a refund.  She seemed befuddled that I wouldn't want pick up where we were supposed to start up last August. 

I cut her off and asked again for a refund on the difference.  She then told me there is "I'm trying to help you, sir, there's no reason to be rude!"...

I then told her if she didn't refund the difference, I'd issue a chargeback - plain and simple.

"From August!?!?!"

"Yes, from August - I paid for a service agreement that includes the upcoming year and I've not received and any of the service - you may come out now for the PM but what about the fall?  You dropped the ball and I want a refund of the difference."

"Why don't you want us to come out and start up?!"

"The service."

"What did our tech do that made you unhappy?"

"I paid for a service, didn't receive said service and now I want a refund - period.  If you don't, I'll issue a chargeback."

"Ok, we'll cut you a check for the difference (~$73) and you'll have it within 7-10 business days."

**Click**

On the same day, I hired 2 more local HVAC companies to come and check on my soon to be failing AC (per Bryant) to confirm its conditon - once I told both companies Bryant Heating and Cooling said my unit was about to fail and was charge nearly $600 to replace 2 $10 parts, they rolled their eyes and said this is common practice for them.  They said on the high end, I should've paid no more than $200 for the replacement parts.

I've reported them to the BBB and awaiting their reply.

Justin 

Louisville, KY