I recently had an HVAC company replace my AC unit with a brand new heat pump system. I've always trusted them with other major jobs, but lately, they've switched to a chatbot for customer service, making it tough to reach anyone. After the installation, they left a dent in the hail guard, skipped some caulking, and didn't finish repairing the ceiling, so I decided to withhold the final $5,000 payment. I tried contacting them to finish the work, but despite their GM calling me on Christmas day to apologize and promising a credit for a handyman I hired, I haven't heard anything since. I'm confused about what to do next and whether they can demand payment without completing the job. All I want is for them to take care of the few minor issues so I can pay them immediately.
4 Answers
It could be they’re just busy but still planning to come finish things when they get a minute. It’s a bit odd, though, and they should have scheduled that follow-up by now. It sounds like you might just have to keep trying to get their attention for those last few fixes.
I had a similar experience with a smaller HVAC company. They forgot about my minor fixes too — it was quite a hassle! I think they might just be overwhelmed with new jobs and delaying follow-ups. Don't stress too much; if they go quiet, sometimes it’s better not to stir the pot.
If you're really struggling to get them on the phone, try visiting their office in person. That often gets results faster! Personally, I'd stash the money for now and just fix the caulking myself if it’s that minor, then wait to see if they come knocking for their cash.
Since the GM contacted you directly, you might have a way to reach them, right? They should have a direct number in their system. But honestly, maybe just ping them with a call at some point. Don’t let them ghost you like that!