Complaints

This profile includes complaints for Chino Heating and Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chino Heating and Cooling

  550 N Highway 89 Chino Valley, AZ 86323-5917

  
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  Chino Heating and Cooling

  PO Box 438 Chino Valley, AZ 86323-0438

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted chino heating to revive a quote to replace our ac/heating in sep 23. After getting a few quotes, theirs was a bit less and install was early Oct 23. We went from an older gas unit to an electric one, during the initial quote my husband and I asked specific questions to ensure there would be no issue with these changes. We were assured this was possible, simple and would be a one day job.The job was a wreck as *********************** admitted in January 23, after months of issues. The installation was done by two young men that seemed to lack help and knowledge of how to complete the job. *******, I believe was his name, said he was the lead on the job- but soon after arriving became very unprofessional, had his girlfriend come to the job- our home, with their small child. I felt bad and allowed them in to use the rest room, when asked. But she lingered and stayed long after and finally left when the two crew did.Much worse, at the end of day one- there was no cooling, lots of issues with the thermostat set up and then told the heat pump couldnt be set up, but the heat strips would be functional enough to heat our home. Its very chilly, getting into the 30s at night. I clearly asked to ensure we would have heat, having three small children- our youngest is a baby. ******* confirmed there would be heat, and a crew would be back to finish the job and complete the remaining work. Evening and night come- with no heat! I called every phone number available for help- including the quality control person, who didnt answer, and I left voicemail. But there was no after hour service number in the packet I was provided, and no after hours support options on the companies voicemail. The next day, after using a space heater luckily we already had, to have some warmth through the evening and night- the quality control person called me back. He didnt seem concerned but did come out and told me the heat strips were not connected. I was very upset. Many more issues!!

  

  Business Response

  Date: 01/26/2024

  In response to ******' complaint: Yes, our employee made many mistakes on this job which we have accepted full responsibility for, have dealt with those issues on our end and have apologized to ****** many times. I have spoken with ****** regularly regarding this issue and have requested that she allow us to return and correct the mistakes that were made. She has refused to allow us to return to the job at this point to make the corrections. I have not refused to refund her the money she has requested but asked that she allow me to research the situation further before making that decision, informing her on 1/24/2024 that I would call her back after I made a decision. I immediately reached out to the equipment manufacturer for clarification on issues that ****** raised and did not receive a response from them until this morning. While not all of ******* accusations are true and accurate and being that we are not allowed by ****** to correct these issues, I feel that the right thing to do at this time is to refund ****** the amount that she has requested. 

  This morning, ****** contacted myself via phone and I informed her that I had a check in the requested amount that I intended to mail to her. She requested that I meet her in a public place and give her the check to which I responded that I did not feel comfortable with that and requested that she pick up the check at our office or I mal it to her. She relayed that she would come to our office today before closing and get the check.