G & R Heating and Air

G & R Heating and Air was contracted out by American Home Shield Warranty to come out and diagnose my Air Conditioner/Furnace in my condo because it stopped working. A technician came out Friday (8\16\2019) afternoon. The technician (Rob) called me back and said my motor was seized, I needed a new motor. The warranty company apparently was having trouble with their system so the diagnosis from G & R couldn't be submitted right away for the repair to be approved. I called the warranty company and they mentioned that they will email G & R to get the diagnosis so that this can be expedited. Rob from G&R told me I could pay out of pocket it would cost me about $1,600.00 to get it done (over the weekend) right away or I could wait until Monday. I wasn't going to pay out of pocket, hence the reason for having insurance. I called G&R and spoke to A.J. on Saturday morning to see if he received the email, he said he would check and get back to me. I never got a call back. I figured it was the weekend so we weren't going to get any additional help, let's just get through the weekend My wife, my 2 month old baby, and my 2 year old son survived the weekend in the heat to try to get by until Monday. On Monday (8/19/19) morning I called G & R, I spoke to A.J. he said they were waiting on approval from the warranty company. I called the warranty company and they mentioned that the part for repair had been ordered but it will be delivered within the next 5 days. I reiterated that I couldn't wait that long and be without AC for 5 days with an infant in the house. The warranty company worked with me and we got on a three-way conference with G & R (A.J.). G & R had to get approval from the American Home Shield "approval department" to go pick up the part themselves. Shortly after, A.J. calls me back and says that they (referring to G&R) are kind of new working with American Home Shield (warranty company) however they got approval for them to go get the part and repair it. However, A.J. said if it would cost me an additional $75 for them to go pick up the part. I was a little confused because typically when dealing through an warranty company you do not pay additional fees (to the contractor) but being promised it would get repaired today and had already spent all morning on the phone back and forth and in desperation to get this fixed for my family, I gave G & R my CC number over the phone and this matter was about to be settled. G&R agreed they were going to go pick up the part and fix it today between 12pm- 2pm...so I thought. 30 minutes later I get a text from G & R stating that they would not be able to do this today, they will have to wait until tomorrow. So I called A.J. back and he mentioned they couldn't go pick up the part today it was all the way in West Chicago, and that would put their guys on overtime and blah, blah, blah...so I OFFERED to go pick up the part MYSELF as long as it was repaired today. A.J. said no he couldn't allow that. So then I said because your making me wait another day, at least refund me the $75 since I agreed to pay that based on the repair happening today. A.J said no he would still have to charge me or nothing could be done. I asked to speak to a manger or someone in charge, A.J said there was no one around right now. So basically, A.J. makes a decision like this without even consulting someone else in the company, after you make a promise without confirming it can be fulfilled and you still want to charge me $75? That was the final straw dealing with these lazy, lying crooks from G & R. They lied to me, tried to overcharge the insurance company for a $150 part, tried to take my money after they are strictly prohibited from charging anything out of pocket when going through the warranty company (I confirmed this with Home Shield and they were not supposed to have charged me anything). No one from G&R cared or had any concern for the situation I was in with small children involved. If this was my business and one of my employees made a promise and I couldn't deliver it, I would personally call the customer and most definitely offer them a refund while still doing the job! If you screw up, you rectify the situation, not penalize the customer because of your incompetent employee's bad decisions. There are thousands of these heating and air companies out there, so how G&R stays in business with that kind of horrible and deceitful service, boggles me. You would think they're customer service would be top priority. Not G & R. They are in the business of ripping you off, taking advantage of people in desperate situations and taking your money only to deliver empty promises. These guys need to be out of business, and based on these other horrific reviews on here, that will probably happen very soon and it will be justified.