I called Robbins Air requesting a quote on replacing my duct work. I had already had a thorough inspection of my home and knew the number of vents and amount of ducting that needed to be replaced. At the time of scheduling, the representative stated that the replacement wouldn't be a flat fee (it would be based on hours spent replacing the duct work) and they could send someone out to give us a bid on estimated time completing the work. There was no mention of any cost for them to provide this bid - only that they would need to take a look to develop that bid.
The representative showed up the afternoon of November 10, 2022 and I clearly told him the work we knew needed to be done, how many ducts needed to be replaced, and offered to grab the measurements/details of the ducting that we had as a result of our inspection we ordered when we bought the home. He said he would still take a look under the house and get me a quote for the work.
When he was done, he came to the door and asked for a payment of $162.26. Being 27 weeks pregnant and exhausted, I was flustered and thought maybe he performed some work while under the house, and decided to follow-up with the company for an explanation as to what I was paying for, as the invoice simply stated "Custom Amount #1" and I had not received or signed any service agreement, detailed invoice, nor had I received any communication about what I was being charged for. The representative was at our property for less than 20 minutes, 10 of which were him verifying the information I had already provided so he could generate a bid.
I called Robbins Air immediately after receiving the receipt for my payment and noticing it had the "custom amount" and no details given for services provided, nor had I requested any services from the business and solely wanted a bid as I was considering 3 other HVAC companies to complete the work. The representative was very vague and told me I paid for a "service" and if I went with them, the charge would go towards my bill. I clearly stated I would not feel comfortable going with them as I did not receive any service and was not willing to move forward with a company that I felt had deceptive billing practices.
I called back later and reached an individual who was either the manager or owner who was extremely abrupt, told me I paid for an "inspection". I made clear I never requested an inspection, and at no time was it disclosed there would be any charge associated with requesting the bid. She then stated that I was paying for the mileage for them to drive out. I was never told I would be charged for this, nor was I provided an estimate on a mileage charge before they offered to come and make a bid on the project. When I pointed this out, she said "well, we have your signature so that's too bad" (referencing the vague "custom amount" receipt from Square) and hung up the phone.
At no point did I ever receive a service agreement/contract, any communication a charge would be associated with providing a bid with information I could have given them over the phone (but they insisted on coming out for), nor have I even received any details on this "inspection" they claim to have provided that I never requested nor did I provide any sort of consent for them performing. Additionally, while I've worked with contractors who ask for a fee if you choose not to go with them after providing a bid, that fact and any related amount is always disclosed so the customer can choose whether or not to move forward. That opportunity was never provided to me.
I feel this was an extremely inappropriate method of tricking a customer into paying unknown and undisclosed fees, on top of being charged for a service I did not request, was not informed I was receiving, and did not consent to. I requested a refund from this company, but that is what resulted in the hostile response from the manager/possible owner, and I no longer feel comfortable attempting to work directly with the business to recoup the funds they collected for an alleged service I did not request. read more
