Have been a loyal customer for many years. The office and service tech have always been the best. Recently, I was having trouble with my HVAC and contacted RT to have them come out. At that time I made them aware that no one had contacted me to schedule my Spring maintenance. I was told their office should have set up the appt. When they came to my house I explained water had been leaking in the garage area. There was a large stain still visible. He said capacitator was bad and needed to be replaced. I agreed to that. The charge was $120.00 (Freon), $127.50 (capacitator), $85 (Service Diagnostic). I was charged for a refrigerant leak of $120.83 which I was told later by the service manager was not performed at my house. The tech guy told me I could have saved $50 if I was part of their contract system. I told him I was, and that is why he came to my house today to perform my Spring maintenance. He told me that he couldn't give me my $50 discount because he couldn't get the invoice to add up correctly and subtract the amount. Normally, I would have never paid the incorrect amount, but I have done business with Rocky Top for years and never had any issues. I didn't think it would be difficult for them to refund my money since I pay monthly for my contract through automatic withdrawal. A day later I never received a follow-up call about what should be done with the obvious water leak in my garage. I called Rocky Top to ask them about the refund and the leak. Date of service was June 13th, and I called their office on June 15th. In discussing the charges of the bill, I asked the service manager about the leak. He told me he would talk to the tech and find out whad he found from the leak check. He told me he would have the accounting office refund me my $50 discount. I also let him know, per the contract, I should only have been charged $50 for my maintenance check -up, but they charged me $80. In addition, I should have received 10% off particular charges on my bill. He didn't contact me back, but I contacted him again June 18th. One the 18th, when I called, I was told a leak check was not performed at my house. We discussed the unnecessary charges again and the fact that my bill did not reflect the correct amounts based on my contract. I was told my money would be refunded, and they were sorry for the charges. I spoke to the office and service manager again on June 15th and June 25th. Both times they acknowledged my bill was incorrect, and I was overcharged and only owed about half of the $453.33 I was charged on June 13th. I was told again that the money would be refunded. Today is July 3rd, and I have yet to receive the refund I am owed. Again, I was told I would be called back, and the money would be refunded. It didn't happen. This seemed out of character for the company I had done business with for so many years. When I said as much, I was told there had been some staff changes. That is understandable. However, what it is not acceptable is for RT to acknowledge they wrongly overcharged me more than 1/2 my bill and not refund the money. Since June 13th, I have contacted RT 5 times (one of those 5 times I didnt get to speak to the service manager), and I have still not received my refund. To add to insult to injury, my monthly payment of $15.00 for my contract was taken out of my checking account very easily. Yet I still have not received my refund. I feel like 3 weeks and 5 phone calls are enough time for a company to refund money to a customer that the company overcharged, and charged for services that were not performed. I have always been loyal to RT and referred their services to my friends. Loyalty to me as a customer is not important or reciprocated. Not refunding the overcharges, nor even returning my call the 4 times I have spoken to them, brings me to that conclusion. That is why I decided to share my story online. I have no problem being patient and understanding about a mix-up in charges; but, this should have been resolved
the day I called. Disappointing.
LATEST UPDATE: I called 4 days ago and left a message. No one returned my call AGAIN. I received an automatic generated email from them to schedule my contractual maintenance visit. I replied and copied the email to the owner to make them aware that I had my maintenance visit 3.5 weeks ago. It was the visit on June 13th in which I was overbilled. I received a phone call back the next day from the service manager saying again they will refund my money. He did have me speak to the office manager to confirm I would receive the refund, but I have not received it yet. I did not hear back from the owner.