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Businiess name:
Neerings Plumbing Heating Air & Electric
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Review by:
citysearch c.
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Review content:
We contacted Neerings for a bid on repairing our A/C unit this summer. We also contacted various other companies and asked what their diagnostic fee would be to come out. We told each company where the unit was (on the roof) and very honestly gave them all the information requested. Each company gave us a price to come and check our unit, which we took into account. Neerings told us they would ""come out for free."" I don't remember the exact language used by the dispatcher, but either saying they would ""come out for free"" or otherwise, it implied to us that the diagnostic would be free. Based on what we were told on the phone, we chose the two diagnostics that were least expensive. We chose Neerings (free) and Action ($59). I had one day available to deal with this issue, I own a business and we travel quite a bit.
When the technician arrived, he looked in the closet, then told us he needed to go upstairs and it would cost us $142 to do that. We had our backs against a wall. We could not have someone else come out the same day, and we had only that day to deal with this issue in the 90-100 degree heat. We agreed to the fee reluctantly and paid the man cash with the intention of discussing this issue with Neerings afterwards.
I called Neerings after paying and explained my problem to the man on the phone. He told me that he would have someone from ""customer service"" give me a call in the next day or two. Nearly 2 weeks went by with no word from Neerings. Finally, I called them back again asking for ""customer service"" by name. I spoke with Chad, who listened to my story and argued with my points. In the end, he told me he would have to have the manager ""Mike"" call me back because he could do nothing about it. Mike called me back and left a voice mail to which I responded. Immediately upon speaking to Mike, he went on a tirade on the phone with me about his side of the story, this came right after he said hello and I told him my name, no other information was exchanged. During his speech which lasted approximately 3 minutes, I sat quietly and listened, despite his repeated calls for me to ""hear him out"" even though I said nothing.
After listening to Mike's long speech, I began telling my side of the story. Mike repeatedly interrupted me while I spoke and kept telling me I was wrong.
Let me be clear. I don't think Neerings did anything wrong that legally entitles me to damages or a refund; I explained that to both Chad and Mike. What I said to both of them is that they misled me about the price of their diagnostic and that if I knew their price, I would not have gone with them as there were many cheaper quotes. All I got in response to this was that the dispatchers on the phone don't know the prices and it is apparently the opinion of Mike and Chad at Neerings that the dispatchers shouldn't need to know these prices.
I called 5 or more A/C repair companies the same day I called Neerings. Without exception, all of them gave me a quote for what it would cost to ""come out"" to my condo and check my unit. Neerings told me that they would ""come out"" for free. Neerings opinion on the issue is that the onus is on the customer to understand that when they say a technician is going to ""come out"" for free, it doesn't mean the technician is going to actually do anything like a diagnostic for free.
I have given Neerings the opportunity to fix this issue and possibly avoid an issue like this in the future. What I have gotten from Neerings is their dismissal of my opinion and a very cavalier attitude from their supposed ""customer service."" For Neerings to treat a customer the way they've treated me is astounding.
The original service call occured on Aug. 29th, and it has taken this long (I am writing this on Sept. 14th) to have any kind of resolution on this issue. I have taken time out of my day repeatedly for Neerings to deal with this issue and they've been nothing but rude and flippant with me.
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