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:05/22/2025

  Type:Product 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.

  Hello,On March 25, 2025 I had a new air conditioner installed by Signature Heating and Cooling. At the time of installation, I was told to give payment in full of $6,800 to the installer, which I ****** that time, I was told the registration and receipt for the air conditioner would arrive in the mail within two to three days. The delay was because they had to register the product warranty through the manufacturer.After two weeks, I had not received any documentation. I did receive a phone call from a ****** or ***** asking for payment. I informed her I had already paid in full at the time of installation. She said she would do some checking and call me back. After a day not hearing back from her, I called Signature. The person I spoke with confirmed they did receive payment. I asked about my receipt and product documentation. Again, I was told, they were in the process of registering the unit. The warranty, receipt and manual would be mailed to me.2 weeks later, I had not received anything from Signature Heating and Cooling regarding this purchase. I called again and spoke with someone who told me my registration had been mailed on Monday the 28th of April. She also said it could take up to 10 business days to arrive.I waited the 10 business days and nothing had arrived.I have been waiting 2 months. Im tired of getting the run around from Signature Heating a Cooling. A company which advertises their service is the best in the industry. I just want the normal things any customer should receive when doing business.

• Initial Complaint

  Date:05/06/2023

  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.

  Jeremy Nora come to perform the, first of the two yearly visits. However, he could not answer any questions that I had about the thermostats.
  
  As you can see in the attached documents, Jeremy did nothing yesterday, I knew when he took the picture of the thermostats that he had NO knowledge of how to put these unit in the Maintenance mode and how to read the numbers that the systems provide in the maintenance mode. At the end of the day, he didn’t know how to put them back into the mode they were in when he arrived.
  
  Normal visits, by somebody that know what they are during, take around 4 to 5 hours for moth systems. Jeremy, was here just over an hour. All he did was take pictures, he didn’t have any filters, he didn’t check any of the wiring too verify it is tight, he didn’t vacuum or check the R410 levels. You can see that he didn’t even take the same pictures on both systems. He didn’t even take the filters out to see how dirty they are. He just took a picture of the date installed.
  
  When he told me that he didn’t have the filters, I told him to refund my $ 350. He called the office and told me that somebody from the office would deliver the filter to me by the end of the day. That never happened. I am writing this on May 5th at 11:05 AM, so they have had 24 hours to get the filters here, and so far they have made no attempt to deliver them.
  
  Because Jeremy, didn’t know how to perform the summer service and he didn’t have the filters, I now have to hire somebody else that actually know how these system work and can perform the actual service required to verify the R410 levels.
  
  What I want you to know is that Signature Heating and Cooling is not doing the job that they contracted to do. Since I now have to hire somebody else, I want a full refund of the $ 350.00 charged me last November. See attached documents from both the November 9th and May 5, 2023 service invoices.

  

  Business Response

  Date: 05/15/2023

  To whom this may concern,

  I have attached above the 1st Maintenance appointment provided by Jeremy. Upon checking the SIGNED INVOICE - Agreeing that the maintenance service was completed along with advising the homeowner these are special order filters and that they have not yet arrived to the shop. When office got the filter later that after noon they reached out to Mr. Broderick and was unable to get him on the line to schedule the swap of the filters. Noted copied from the software system. below.  

  Inbound on 05/05/2023 at 10:16am MST
  Contact: Glen Broderick
  Related Location(s): 10888 E Placita Marimba, Tucson, AZ 85730
  Call with Monique Mireles Edited by Monique Mireles on 05/05/2023 at 10:17am MST
  Called to schedule filter swap, no voicemail setup on phone. (Filters here at office ready for install)

  A few more attempted been made that day to get filters swapped out like promised, upon reviewing the BBB complaint seems that we didn't have Mr. Broderick's correct phone number on file when we cross referenced, only his email address in which is how the original appointment was scheduled. Upon correcting the mobile number on file. I reached out to Mr. Broderick and offered an additional year of maintenance for the in convince. After 45 minutes we couldn't come to an agreement and I offered a $100.00 refund check# 1063 in which Mr. Broderick agreed that was fair and that he would unfortunately take his business elsewhere. If any question I can be reached at (520)301-9231 or (520)965-3223 Thank you. 

   

  Customer Answer

  Date: 07/10/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20026598, 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,
  
  
  
  Glen Broderick
  
  
  
   
  

• Initial Complaint

  Date:09/13/2022

  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.

  On March 31, 2020, I purchased a NEW Air Condition system from Signature Heating and Cooling. I paid $10,329 for the unit expecting a NEW Air Conditioner (AC). The AC was installed soon after purchased at my primary residence. I use Western States Inspection to come out every six months to inspect my property (plumbing, AC, electrical etc.) separate from the Warranty inspection by Signature Heating and Cooling. About six months or so after the new AC was installed Western States came out and inspected the AC. They told me the AC unit was actually manufactured two years before it was installed and was not actually a new AC. I was never told by Signature I was purchasing a two year old AC unit. I believe one of the Signature employees had come out to check the unit prior to Western States coming out, but they never told me the unit was two years old. The Western States employee (*** *********) stated it is illegal to sell a two year old AC unit as new and if Signature knowingly did so it could affect their license.
  I contacted ******* (owner of Signature who prides himself on being a "Veteran") and told him Western States said the unit was two years old. He stated the AC unit had been sitting in the warehouse and never used. It also was installed "dented."
  Soon thereafter, I started having issues with the unit. Technicians have been out to my house 5 to six times to replace different parts because the AC would stop working. The last occasion the technician came out and found a wire that had sparked and could have resulted in a fire.
  I have called ******* and talked and told I wanted a new unit like I paid for. He always leads me on. I have asked for copies of all of the paperwork regarding my issues and he has yet to provide the information.
  On Sept 12, 2022, I went to the physical location for Signature located at *** * ****** ***** ******* **. No one was present. I called the number, lady answered and was very short.
  Andrew employee is witness.

  Customer Answer

  Date: 08/13/2023

  After filing a Complaint regarding our Air Conditioner Replacement with the BBB, Signature Heating and Cooling made it right with a new higher capacity Air Conditioner. Sorry they we had to go the route of BBB, but they did come back and make it right and we are happy with the results. Thanks for admitted your mistake and doing the right thing