Complaints
This profile includes complaints for Paschal Air, Plumbing & Electric's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/17/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID 21728742. Although I still believe, based on my research and quotes for this work with other vendors (in large cities), that the total cost of the service provided should have actually been on the order of $900-$1000, not the total amount after the refund they have offered, I believe they have made an effort to try to make this right and therefore this resolution is satisfactory to me.
Sincerely,
***********************ges were 3 times what others would have charged they had no explanation. They are taking advantage of senior citizens and price gouging.
Business Response
Date: 05/22/2024
Dear ********************,
Our St. ***************** has already called and relayed this information to your grandmother, but we wanted to be sure and respond to you here as well. First, let us begin by apologizing. After further investigation, our GM found that we did over charge *************************************** by $1200. When creating the quote, our service technician mistakenly selected a similar product with a $1200 price difference. We are incredibly sorry this happened and have already apologized to Ms. ***** and let her know that we are refunding that amount to her; but want to apologize to you as well. We truly appreciate you bringing this to our attention because it is NEVER our intention to take advantage of senior citizens or any of our customers. We are an honest and transparent company that strives to educate our customers and provide them options to best suit their needs, along with providing excellent customer service. We apologize for not catching this mistake sooner. It was an honest mistake and we will use it as a training example to emphasize the importance of careful production selection when creating quotes for our customers. Again, we are very sorry this happened and apologize for not only the mistake but also for any inconvenience and frustration caused by it.
Sincerely,
Paschal Air, Plumbing and Electric
Initial Complaint
Date:03/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Service technician initially came out to service the dual unit. When I asked him if I should cover the unit, he said to cover one fourth of the square unit that is open to the fan. I found out later from a third service technician that it was not to be covered. It has to have open air and it was getting suffocated. My heating bill was $500 a month. I finally took off the cape and my bill went down. I let the company know what was going on. I called back later and they hung up on me. They called back and talked nasty to me. I want a refund of $5000 for what was done.Business Response
Date: 03/30/2023
Ms. ****** called our office on 3/17 and spoke to one of our CXRs.
The call was disconnected for some reason after she was placed on hold,
however, this was not intentional. Ms.****** called back and spoke to our CXR
Manager. On the recorded phone call, she told our manager that we did really
good work and was happy with the work we
did, but accused one of our service technicians of trying to scam her and give
her false information that might cause her system to not work properly or last
as long as it should. Our CXR Manager assured her that wasn’t the case
but took notes of all she said on the call and handed it over to our Service
Manager, *****, to reach back out to her after looking into the situation.
***** called and spoke with Ms. ****** on
3/17/23, which was also recorded. During that call, Ms. ****** clearly stated
that her utility bills dropped in half after she had her ductwork fixed under
her house. Ms. ****** had ductwork that was completely disconnected,
allowing conditioned air to blow into her crawl space, causing her unit to run
for much longer periods of time, which in turn, caused high utility bills. Again,
she is happy with the ductwork installation that we did on February 6, 2023,
but expresses concern that our technician (who was there on a maintenance visit
back on October 5, 2022) was trying to scam her and give her false information
about where she could place a homemade plastic cat house on top of the unit in
order to cause her system to not work efficiently and potentially cause damage.
That is not the way we do business and purposely falsifying information to
customers simply isn’t allowed or tolerated in any way. Our tech’s notes from
that visit say: “Checked out unit. Run caps tested within
range. Rinsed off outdoor coil. Heat strips pulled 20 amps per strip. Verified
drain line was clear. I found leaves and debris in the return duct and located
a hole in the flex duct. Also flex duct has water that has gotten in it. I
recommended replacing a section of the return to square metal duct where it
goes under the house so animals can’t tear a hole in the duct.” Ms.
****** claims that the technician told her it was okay to place a plastic cat
house on top of the unit and cover approximately ¼ of the area where the unit’s
fan is located. After speaking to our
technician, he assured ***** that he never told Ms. ****** that was something
that would be fine for her to do. He
said he only mentioned something about adding a “dog house” to the outside unit
(which is an HVAC term referring to the section of square metal duct that protects
the supply and return) as mentioned in his notes provided above.
Our customers are very important to us, and we
want them to be happy and feel comfortable and confident in our knowledge and
the information and work we provide. And
we apologize if our technician said anything that could have possibly been
construed or misunderstood to make Ms. ****** feel like he was telling her it
was okay to place a plastic cat house over the fan of the unit. However, we do not feel that it was even the
cat house covering the fan that caused her high utility bills or that it
damaged her unit. The system would have failed and shut off had it not been
able to pull in an adequate amount of air to continue to run properly. As we
originally diagnosed, we believe her high utility bills were a result of the
disconnected ductwork that was allowing conditioned air to blow into her crawl
space. And after following our suggested repair to correct that problem, she
confirmed that her utility bills did in fact go back down.
After a thorough investigation of this complaint,
we do not feel that we owe Ms. ****** a refund or reimbursement of $5000 and
will not be providing that. We hope that she believes that we would never try
to take advantage of her or purposely falsify information. We are a transparent
company that treats our customers with honesty and respect and always puts
their best interest first.
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