Complaints

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:07/06/2025

  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.

  Broke two months ago they came and fixed it then it broke three weeks ago and they came and fixed it then it broke two weeks ago and theycame and fixed it. It broke last week and they came and fixed it and now its broken again my AC unit is six years old come, August ****** just cannot get it done. It was fix it so they dont have to keep coming back again and again and again and Im doing several thousand dollars.

  

  Business Response

  Date: 07/13/2025

  Thank you for allowing us the opportunity to resolve the issue by installing the new return grille. We are happy to hear that the solution has met your expectations, and we truly appreciate your understanding throughout the process. Your satisfaction is important to us, and we are grateful for the chance to turn things around. Should you need any further assistance, we are always here to help.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  A/C unit installed 7/13/20 after tech left a/c stopped working. 7/14/20 a/c came on after 8 hrs. 8/1/20 no a/c, PVC full of water. 8/13/20 letter sent to Goettl (no response). 11/19/20 no heat. Thermostat programmed incorrectly. 9/21/23 a/c off, came back on. PVC not draining. 12/14/23 service maintenance. 6/5/24 no a/c thermostat wired incorrectly at installation. Informed a/c unit warranty was not registered. Control board installed. 6/17/24 no a/c, control board and condensor. 8/23/24 no a/c condensor code, excessive compressor wear. Installed hard start kit. 9/20/24 service maintenance. 5/20/25 no a/c. compressor not running. 6/5/25 no a/c.

  

  Business Response

  Date: 06/12/2025

  We appreciate the opportunity to respond to this concern and provide an update. Weve spoken directly with the customer, and her main concerns stemmed from the original installation, which did not meet her expectations. Additionally, there were some miscommunications during the installation and subsequent service calls that contributed to her frustration.
  To address this, our field supervisor visited her home yesterday to perform a thorough assessment. Based on that visit, our install team returned today to complete the recommended adjustments. The customer has decided to take the weekend to test the systems performance before moving forward with any additional work.
  Our goal is to complete any remaining work as early as Tuesday of next week, depending on the customers feedback. We have a follow-up call scheduled with her on Monday to check in and discuss the next steps.
  She has expressed that once the system is functioning to her satisfaction, she intends to withdraw the complaint. We remain fully committed to resolving this matter promptly and ensuring she is completely satisfied with the outcome.

  Customer Answer

  Date: 06/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** T ****
  
   
  

• Initial Complaint

  Date:04/17/2025

  Type:Product 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.

  After paying a subscription monthly for 5 years, I requested in February 2025 to cancel it because I was unhappy with their service that occurred on February 6. I was told it would be cancelled but they continued to charge me for March and April and it took three more phone calls to get it cancelled and confirmed but was told i would not receive the refund for the months after I first cancelled it.

  

  Business Response

  Date: 04/25/2025

  We have issued a refund of $39.90 for the charges made after the cancellation request. 
  In addition,weve taken corrective action to ensure this does not happen again by reviewing and updating our cancellation process internally.

• Initial Complaint

  Date:02/04/2025

  Type:Product 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 called Goettle because of a leak in the courtyard of our apartment. After waiting for almost a week, the company finally sent a plumber to detect the leak. The plumber said he detected the leak and we paid him $556.00. My own plumber dug down about 3 feet to the spot that the Goettle plumber said that there is a leak and he found none. I asked for a refund on our money with no response from Goettle. Shouldnt we be refunded for what we paid to detect a leak and none was found? Please help us get our money back. Thank you,*******

  

  Business Response

  Date: 02/04/2025

  There is another company in the area with a similar name to us, and I believe that may be the one the you are looking for. I have reviewed our records and do not see you listed as a customer of ours. 

• Initial Complaint

  Date:10/24/2024

  Type:Sales and Advertising 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.

  I had a service contract with Goettle to service my AC twice a year. My appointment was set for July 8, 2024. They called to say they couldnt make it and asked if I could reschedule to July 15th. I agreed. They called in July 15 the to say they couldnt make it and asked if I could reschedule to September 30th. I reluctantly agreed. On September 30th they called again requesting a reschedule. I refused and said that someone needs come out and service my AC or I want a cancellation and a refund. They said they would look into it. No service tech came out and no one called me back. They also charged me $5 for censors that they never installed. I called the next day to cancel and request a refund of my money for this year. No one called. I called a week later. No call back as of yet. Nearly a month later. I would like the monthly fee of $14.95 from January of 2024 to August of 2024 plus the $5.00 fee for the censors that were not installed refunded to me. A total of $124.60. I just heard a commercial on the radio where the owner said his dad taught him to be on time and do the right thing. Well his employees cant be on time Im hoping that his company will do the right thing and reimburse me.

  

  Business Response

  Date: 10/31/2024

  Thank you for bringing your concerns to our attention. We are committed to providing excellent customer service, and I apologize for any inconvenience you experienced.
  Im pleased to inform you that your refund has been processed as of 10.30.24. If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly.
  Thank you for your understanding.

• Initial Complaint

  Date:10/17/2024

  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.

  Goettl Air Conditioning and Plumbing took complete advantage of me and has thrown me into a downward spiral of debt. I am a single grandmother, taking care of my 3 grandchildren. Our A/C-Heating Unit was old and needed to be replaced. Due to all the advertising ****** does, and all of their thousands of reviews, I assumed they were an honest company. They gave me 5 choices of efficiency units, the lowest beginning at $15,000 to the highest at over $25,000. I work 50 plus hours a week to survive, I was rushed through the process and I was overwhelmed. I just went with the mid-level which was $20,000. Mind you, this is for a small 1600 sq foot home. On top of that, of course I needed to finance the unit, which I thought Geottl did. (They advertise that they offer financing). They passed me off to someone else, who I thought was another branch at ******. I still thought I was talking to someone at ******, they did the financing, and it all happened so fast I forgot to ask the interest rate. Come to find out, I paid 3x what I should have for the unit, and they set me up with basically a credit card company for the financing who is charging me a ridiculous interest rate. They got me in a 15 year loan, when it's common knowledge that most air conditioners last an average of 10 years here in Phoenix. As soon as I got done with the financing, ****** made an appointment to come out the very next day to install the unit. It happened so fast I didnt have time to check with anyone else. I've tried to refinance the loan at a lower rate, and they want me to take out an equity loan on my house, which would raise the interest rate of my mortgage. Geotti is deceitful. Their technicians are very knowledgeable and friendly, so they win your trust easily. But they stick it to you with their overpriced equipment, their sales pitch to "do this as soon as possible" and rush you through the whole process so fast your head is spinning before you realize you've been totally ripped off.

  

  Business Response

  Date: 10/31/2024

  Management is looking into this and will have a resolution for the customer 

• Initial Complaint

  Date:10/08/2024

  Type:Sales and Advertising 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 had our AC unit installed in May 2022 by Goettl. We went up to the roof to assess maintenance needs and found the unit is sitting on wood. This isn't going to last but maybe a year. The flashings were screwed directly onto the roof without any sealing. This isnt professional installation.

  

  Business Response

  Date: 10/10/2024

  We appreciate having this issue and the concerns regarding the condenser
  installation brought to our attention. We take all customer complaints &
  feedback seriously and are committed to resolving any issues promptly.
  We understand that the condenser is currently installed on a wood frame with
  a waterproof roof coating. Prior to receiving this complaint, we have not
  received any communication regarding concerns with the installation. However,
  we want to ensure our customer’s satisfaction and are willing to make any
  necessary adjustments.
  To address the matter, we would like to schedule a site visit to assess the
  installation. During this visit, we will remove the condenser and reinstall it
  on a waterproof, exterior-rated condenser pad, ensuring it meets all necessary
  standards.
  We will be calling the customer today (10/10/24) to schedule the site visit.
  We look forward to resolving this matter to our customer’s satisfaction.

• Initial Complaint

  Date:09/20/2024

  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.

  A/C unit is not working since August 28, 2024. Called Goettl A/C for service, Goettl installed the unit 4 years ago. Goettl had to come out twice the first month after installation for freon leaks. On 29 August 2024 I told Goettl what I believed the problem was. I was told by a different tech from another A/C company 28 August. When the Goettl tech arrived he confirmed the problem.The parts were still under warranty but I would have to pay labor and freon in advance to get things started, I objected to paying in advace, but he stated that was the only way to get started and the payment wouldn't be processed until the work was completed. The technician stated the he was there only to confirm what the problem was and that being Labor day weekend that they will be out on the Tuesday the 3rd.I called Goettl Tuesday afternoon and was told that they tried to come out Sunday August 31st, but couldn't find out why it was not completed. I was told by another technician that they do not work on weekends. On this same conversation was told that compressor's wire harness had to be orded and that would not be in until the 11's of September. After about 3 calls on 12 of September, parts manger call and said the part will be in on 16 of September. I called again twice on the 17 of September to get the latest update from the parts manager and was told by the person who answered the phone that the manger would be calling back in a couple hours. I have yet to hear from him or what happening with the part. It's now the 20th of September afternoon. Please any help.

  

  Business Response

  Date: 09/26/2024

  We have been in contact with the customer. Unit his repaired and cooling.