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Review 11/19/2010
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I am extremely unhappy with the cost of the service provided by Econo Air on 11-17-2010. My furnace/AC unit had stopped working due to insufficient maintenance. I called them out to fix it and Tim, the technician, and Hector, a trainee, came out. Tim spent time inspecting my attic and telling me I needed asbestos removal and new ductwork. He quoted a total price of $4620 to get all that work done. I declined. He cleaned the connectors of my system and got it running again. The charge for that was the $79 introductory rate, and he spent 1.5 hours. I should have stopped there.
Tim told me I must have the Evap Coil cleaned or my unit would shut down again at some point. He quoted a price of $475 on top of the $79, and told me it was a complicated procedure to take the system apart. I agreed to have him do the work. 45 minutes later he was finished, and charged me a total of $544.
At that rate, my cost was $217 per hour of work. It was not nearly as complicated as he made it sound. I felt that I had been overcharged. I called Econo Air and spoke with Patrick, a manager, who said he would look over the paperwork and call me back the following day, Thursday. Patrick never called on Thursday, so I left him a voice mail asking him to please call me back today, Friday. No response.
I called back today and spoke with Raul, the customer service manager. He said he would not adjust the charges, he said that $475 for 45 minutes of work to clean the evap coil was actually a fair price. I disagree. I realize it requires expertise but I feel it's outrageous that they charged me $475 for 45 minutes. When he would not adjust the price at all I told him I would not be calling them back in the future, ever again, and would have to tell others to avoid their company as well.
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Business's response - by Raul A.on 2/3/2011
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Thank you for expressing your concerns - as she noted we did an Outstanding job during the tune up and inspection at which time we found some concerns. The customer had the option to "decline the recommendation" but she opted to keep invest in bringing the unit up to its optimal performance. The coil cleaning fee normally costs 750 - 1200 depending on how difficult it is to access it. We believe our pricing structure is more than fair, we even suggested she tried calling some competitors to in fact find out that thier pricing was higher. We are not the cheapest and we dont want to be, but our cost reflects superiour service with service warranties that most other companies shy away from. However at this point to prove to everyone one involved that we do in fact offer World Class Customer service, we are willing to GIVE MORE BACK TO OUR CUSTOMER IN THE FORM OF A FREE MAINTENANCE PLAN FOR THE NEXT YEAR. That is a $300.00 value, this would be in addition to the price cut that we already gave for the cleaning. We welcome our customer to take advantage of this at anytime.
Please find great reviews from many of our hundreds of thousands of customers.
http://www.e-conoair.com/econo-air-testimonials.php
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