Cavalry Heating and Cooling 72 Degrees Heating and Cooling Worst customer service I have ever had... Period. Scamming unlicensed company Longview, Washington
On 12/21/2012 I called Cavalry heating and cooling (72 Degrees Heating and Cooling/Oregon Aire) regarding an issue I was having with my furnace. They advised me they would be able to come out the next day. Later that day they called me and said they had a last minute opening available and they could come right over. I agreed and met the technician at my residence. He seemed friendly and knowledgeable. He began his work and was able to finally get the furnace to act up after about 30 minutes. 1 of the 3 burners was igniting and the other two were not. Garry my technician found the gas pressure at the gas valve to be just a tad low and it will not resolve the problem but it is worth a shot he said he found nothing wrong with the furnace and would need to contact the manufacture for further information about a possible recall. He charged me the 89.00 plus tax for a service call. He told me he would contact Bryant (The manufacturer) on Monday and give me a call I never heard from him again.
I called the main office on 12/29/2012 at 4:42PM and asked for him to call me and let me know what was going on with my furnace, I never received a call I called them back again on 12:31 at 4:30PM again I did not receive a call back. I was patient with the Holidays so I was willing to work with them and wait a couple days. On 1/02/2013 4:15PM I called the office asking for an update on my furnace and they advised me that Garry was waiting to hear back from Bryant and they would have him give me a call.
Again I did not receive a call. The following day 1/03/2013 I called the main office at 4:47PM and told them that Garry had still not called me and I was beginning to get impatient. At this point I also sent an email through their online contact us section explaining my problems and never heard back from them. I finally received a call back from Garry the same day 1/03/2013 at 5:03PM he told me that he had contacted Bryant and they said there is an Upgrade Kit at a cost to me available but they dont know if it is for my model and he was waiting for a call back from them. I asked him exactly what this Upgrade kit was and he said it was from the exhaust fan blowing out the flame it needed a baffle (Keep in mind this house was built in 2002, It would make sense if this furnace hadnt been working for 10 years already without the fan causing the problem) Garry advised me that he would call Bryant back on Friday 1/04/2013 to find out if my model was in need of this part and that he would call me Friday afternoon. I never heard from Garry again and I called the office on Tuesday 1/08/13 at 4:42PM I talked to Tasha and told her I was still waiting to hear back from Garry.
At this point they advised me they were still waiting to hear back from Bryant and that Garry was out of town for the week for training and I needed to call back on Friday when he returned. I told them I was not going to wait another week for my furnace to be repaired and I wanted a refund for my services since I did not feel that I was getting the service I paid for nor decent customer service. She told me that I paid for a diagnostic and they would not refund my money. I tried to explain to her that I did not receive a diagnostic because they were never able to give me an answer to what the problem was. She became extremely rude and told me I wasnt getting my money back. I told her I wanted a refund or I would go another route, She replied by saying Yeah like what I told her I have been without heat since 12/21 and when my furnace does decide to work my house is 38 degrees and it has to work extremely hard to heat the house costing me a ton in gas and I would like a refund and compensation for my troubles. She said she will not pay my gas bill and she sees no reason to and hung up on me.
I called another heating and cooling company in town and explained the story to them. Within 5 minutes they were able to pull up all recall information on my furnace and advised me that there is not recalls for my model. I told they technician about the upgrade kit and he searched in the service bulletins and was able to confirm my furnace did not need this part. He told me that they have installed many of this exact furnace (In fact they installed mine when the house was built.) and he was positive it was something simple and they would take care of it for the price of them to perform maintenance. He said it was most likely a bad gas valve. When I explained the Baffle to him he was confused and said he had no idea what Garry was talking about and had never heard of such part. When I called Cavalry heating back to again try for a refund 1/09/2013 4:23PM I talked to Christine. I told her I talked to another heating and cooling company and they were able to acquire the recall and service bulletin information in 5 minutes and I did not understand why I have been waiting for 3 weeks with no heat. I also told him I was able to get a diagnosis closer to what the cause was when Garry was unable to provide this to me. Christine asked me what they diagnosis was. I politely told her that they were unable to figure it out and I was not going to share what another company was able to determine because I was dont working with this company at this point after the rude and horrible service I was given. I asked for a refund and she directed me to call Ron, and he can have Garry call me. I asked her who Ron was and what he did for the company. She advised me that Ron works in the warehouse ordering and receiving parts. I told Christine that I wasnt going to talk to someone that wasnt going to issue me a refund. She told me to call back the following day 1/10/2013 and we ended the call after having to ask her 3 times for the name of who I need to talk to.
!0 minutes later Garry called me at 4:44PM and left me a voicemail saying he just heard back from Bryant (Their hours are 8:00-5:00 EST so this would not be possible since they were closed since it was 7:44PM EST)he said they had no idea what was wrong with my furnace and they were going to start replacing parts one by one for free until it worked BUT I had to pay another $175 labor on top of the $89.00 I already paid them. I found this fishy so I called the other Heating company back and asked told them what I had been advised. They told me it sounded like a scam and specifically asked This isnt 72 degrees/Cavalry heating is it? This makes things even more suspicious when another company can guess what company is scamming people. I have also heard and researched to find that 72 degrees has had their license pulled and is operation under this name Cavalry. I do not want these people back at my house or servicing my furnace. I want my money back and I want compensated for my troubles.
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