All City Heating & Cooling Scam Diagnostic - False Report Newfoundland New Jersey

Ms. Deborah Mann (false name and location in initial complaint was used by complaitant), contacted our company on December 10, 2014, because her rental property did not have heat. Upon the initial phone call, Ms. Mann approved the quoted $99.00 plus tax diagnostic charge. As a courtesy for all of our customers, All City will waive the diagnostic charge if the customer approves the repair. Ms. Mann agreed and asked us to take a look at her rental property. 

Upon arrival, our certified HVAC technician found that the existing aquastat in the unit was bad and needed to be replaced. Our technician quoted the tenant $640.00 plus tax for the repair, and we collected a deposit of half, which is standard procedure, and as promised the diagnostic charge was waived. At some point Ms. Mann and her tenant had a conversation and the tenant was instructed by Ms. Mann to stop payment on the check that was issued to us for the repair because Ms. Mann did not have the money to pay for the repair.

The following day on December 11, 2014, Ms. Mann was contacted by our office, and she explained that she cannot afford the repair. As a courtesy, we extended her a payment plan, although this is not our usual practice, we always try to accomodate our customers. Ms. Mann declined (leaving her tenant without heat for approximately 1 week in below freezing temperatures), at which point we explained that the diagnostic fee will have to be charged as she was initially informed, and Ms. Mann agreed to pay by sending in a check.

After several weeks we contacted Ms. Mann to inquire about the payment she claimed was sent in the mail. Ms. Mann was extrememly rude and discourteous when contacted by our office. We then patiently waited another several weeks for payment as we understand that financial hardships may occur. After no response or payment, we submitted Ms. Mann to a collection agency. The collection agency then forwarded Ms. Mann to an attorney after several failed attempts to collect the debt owed. 

Once Ms. Mann was informed that she was sent to a collection agency, she began to retaliate by attempting to tarnish our reputation on several websites. We have been in business for almost 8 years, with zero negative complaints on any websites. In fact we are listed on Home Advisor as one of the top rated HVAC companies in New Jersey, along with an A+ rating on the BBB as well as being accredited.  If in fact we are a "scam" as Ms. Mann claims, we do not believe our level of success would be achieved.

In Ms. Mann's complaint, she states she contacted 3 other HVAC companies and their prices were less than ours. This may very well be true, however our pricing is extremely competitive with other HVAC companies that are equivalent to our caliber. Ms. Mann also states that she contacted her plumber (not a certified HVAC tech), and he "twisted two wires" to rectify the issue. If this is indeed the case, the plumber clearly by-passed the part that was in need of repair, which can prove to be dangerous and hazardous. As a reputable company, safety is among one of our principal concerns, therefore we would/will not conduct such a repair.

We believe it is shameful that Ms Mann is aiming to ruin the reputation of a small business, after she promised to pay on multiple occasions. As Ms. Mann stated in her complaint, she has used our company before and we have fair pricing. And what she also failed to mention, is that she used our services for 2 years prior with no complaint. Because Ms. Mann opted to have a "quick fix" does not in any way warrant our company as being a scam.