Complaints

This profile includes complaints for Monarch Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monarch Home Services

  301 Espee St Ste B Bakersfield, CA 93301-2659

• 

  Monarch Home Services

  3650 La Cruz Way Paso Robles, CA 93446-5997

• 

  Monarch Home Services

  5623 W Barstow Ave Fresno, CA 93722-5065

• 

  Monarch Home Services

  711 Patriot St Visalia, CA 93291-9699

• 

  Monarch Home Services

  485 Victor Way Salinas, CA 93907-2056

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:07/19/2025

  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.

  This company has some unscrupulous business tactics. My air conditioning was not working, and they ***laced the part, but then wanted to upsell some ducting in the atticwhen I was not comfortable in doing that the manager threatened to have the service *** go on top of the roof and remove the part he placed. I was flabbergasted that they would take the part that I needed so my air conditioner would work because I wasnt interested in signing acontract for new ducting in the attic. I paid for the service call and the part that they ***laced on my air conditioner, ***orted to the service *** that was in my house I would never use them again due to that type of upsell that they were trying to do, it was just a horrible experience with the thoughtof them, removing the part and may not having an air conditioner. I would never use this company again.

  Business Response

  Date: 07/21/2025

  We appreciate the opportunity to respond to ******* Singletons concerns and sincerely apologize for any dissatisfaction experienced.
  Upon reviewing the matter, we understand that the customer was unhappy with the recommendations provided during our recent visit. We would like to clarify that the suggestions made regarding the ductwork were intended solely as preventative measures, aimed at promoting the longevity of the **** system and minimizing the risk of future part failures. These recommendations were not mandatory but were offered in good faith based on our technicians professional assessment.
  As part of our commitment to excellent customer service, we reached out directly to the customer to address their concerns and to offer a resolution. During that conversation, we extended a sincere apology for their experience and proposed several goodwill gestures, including waiving the service fee in full and providing a complimentary membership to help ensure their air conditioning unit receives the proper ongoing care.
  Despite our best efforts to resolve the issue amicably and retain the customer, we respect that they declined all offered remedies. While we regret that we were unable to come to a mutually satisfactory resolution, we remain committed to transparency, integrity, and customer satisfaction.
  Should the customer wish to revisit any of our offers in the future, we would be happy to reopen the discussion.

• Initial Complaint

  Date:03/27/2025

  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.

  We will resolve the issue in small claims court. spoke to ****** on March 12. She said she'd follow up about the part order but never did. This became a pattern: repeated promises from staff that a manager would call backnone ever did. Months passed without resolution. Then on February 5, 2025, I got a call from Monarch trying to schedule routine maintenance. I told them the heat still didnt work, and again they promised a manager would call. No one has. This unit has never functioned properly. Technicians gave false or misleading info and failed to fix the problem. Management failed to follow through on anything. It has been over a year with no resolution. Monarch Home Services has not honored its responsibility or shown any basic level of customer care. I have since hired ****** *. D*** to repair the unit and as diagnosed it was exactly the problem. The heating works fine now. I will be taking Monarch to small claims for repair cost. Im writing this to inform others in hopes that Monarch will do business right

  Business Response

  Date: 03/27/2025

  To properly address the customer's complaint, we require documentation from the other **** company detailing their findings and the repairs they performed. Could the customer please provide us with a copy of their receipt or invoice? Once we receive this documentation, our team will thoroughly review it and promptly contact the customer to discuss potential resolutions. We are committed to finding a fair and agreeable outcome.

  Business Response

  Date: 04/21/2025

  On 4/21/25 a follow-up call was made to member ***** **** regarding BBB Complaint : Complaint ID #  ******** and the Warranty Job completed on 4/4/25 (Job #*********). The purpose of the call was to ensure the **** system, where the Heat Shield, Igniter, and Sensor were replaced, was functioning properly and to the member's satisfaction. During the call, an offer of assistance was extended to Mr. ***** inquiring about the performance of the **** system since the last visit. However, Mr. **** was unresponsive to the inquiry and stated that all issues would be addressed in court. Despite repeated offers to assist and resolve any concerns while on the phone, Mr. **** refused assistance and ended the call.

• Initial Complaint

  Date:03/12/2025

  Type:Order 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.

  was January 28n Monarch came and supposed give us information over our AC and water heater and when they came instead of give us a proposal they start removed it was too fast and sales representative keep said was like if we buy a car but he lies to us about the bank we did all documents by internet and we have hard time to add pin number, nevefr was explanation or welcome call and supposed be payment $495 per monthly basis well next day we receive a phone call our home was like for sale , a man came take pictures of my home and i call, message both parties and explain want cancel these was 24 hrs after we signed in less of 5 days i receive a call when i was from bank/loan next day someone from cancelation office going to explain us more meantime i was message STHEP/***** every day since January 29 next day we signed documents and keep said he was near mountains and not way call can be done, message every day same answer until he answer me and said if i need someone speak Spanish with me i was mad nad said the bank changei call Monarch and my home was for sale why? he lied to me said Monarch never work with that bank before and he not was aware about it i.I call Monarch financial manager and he said was always working with that bank with people as us.. never cancel we paid $5000 cash and still almost $40,000 and rebates was already done because we can not qualify contractor already change them, we want rebates for us around $4900 and also be monthly basis payment or cancel all contract our home is not for sale as well Monarch used my husband name and he pass away since September 3, 2024 and we explain that sales deparment/Sthen i add even copy of my husband death cetificate and few documents from the bank as well

• Initial Complaint

  Date:02/21/2025

  Type:Order 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.

  Paid full price for the unit and since they installed it it has been shutting off every night in the winter and we have to go out and reset the breaker as well as not being able to shut any doors or vents in the entire place since when we do it overheats the system and trips the breaker. I had them out right after it was installed and they still said nothing about the warranty or free maintenance they offer which I am still in the warranty window. Since it was during Covid they never called or reached out to let me know about maintenance or upkeep they just left after installing it. Im a service connected fully disabled veteran and I cant keep living like this. I helped this company during the pandemic and I paid in full in cash when other businesses were failing and when I had them come out last time they told me its another 10k to fix it. I was shocked cause I could buy a new unit for that price so I asked the technician to call and see if they could do better for me and he actually laughed and said no then proceeded to tell me its worth more now cause inflation but thats wrong cause in four years inflation has gone up 15% and its equal to the value it would be now. This is so unacceptable and unacceptable to treat people this way.

  Business Response

  Date: 02/26/2025

  We appreciate the opportunity to address this members concerns . It is our priority to ensure the members concerns are taken care of . We have attempted to contact the member twice today to rectify the issue and have not been successful  with getting a hold of the member . We have left our direct contact information on the members voicemail and look forward to assisting them with any issues they may have with the services we have provided . We hope to resolve this issue ina. timely manner and appreciate your patience and support. 

• Initial Complaint

  Date:12/21/2024

  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.

  On November 11, 2024, Monarch Home Services whose address is ********************************************, performed an inspection of the **** system at ****** Allens (my Father-in-law) home. My Father-in-law is ninety years old and lives alone at ********************************. He was told that his heater needed some work done on it to work properly. Monarchs employee, ******* *******, had ****** ***** sign an E- document contract that he had on a tablet. This contract was for $4,150.00. The work that was performed was cutting a 20 inch by 30 inch hole in the bedroom wall into the **** unit area. A filter pad and grill were installed in the hole. The work took about 3.5 hours. ****** ***** wrote Monarch a check for $4150.On November 22, 2024 ****** called my wife, ******** ******, and told her that his heater was not working. My wife and I went to his house and I checked the thermostat. When I turned the thermostat up it would run for two or three minutes and then shut off. I then checked the heater unit and found loose wires. After I secured the wire the heater started to work again.On December 3, 2024, my father-in-law called us again because his heater was not working. I called ********* Air to send a technician to ****** home to get the heater fixed. The technician came on Dec fourth and found a problem with a device on the furnace called a flame detector. He cleaned the flame detector and the furnace worked properly again but he was not sure if that was the problem. The furnace failed again on Dec. 17 and ********* Air sent another technician on Dec. 19th. He found the same problem with the flame detector. The technician cleaned the flame detector and said it should be replaced. I told him to get a new one which he did. The technician put in the new flame detector on Dec. 20, 2024. ********************** charged $230.00 for two calls and a third trip to ****** Allens house to install the flame detector. I believe Monarch took advantage of an elderly person.

  Business Response

  Date: 12/27/2024

  We appreciate the opportunity to respond to the complaint filed by Mr. ****** ***** regarding our services at Monarch Home Services. On November 11, 2024, we conducted a maintenance visit (Job #*********) to service Mr. ******* furnace in preparation for the winter season. During this visit, our licensed technician identified some important recommendations to enhance the longevity of his unit, including addressing the issue of high static pressure. To ensure the accuracy of our assessment, we brought in the technician's supervisor to validate these recommendations. Mr. ***** subsequently decided to proceed with a Ductwork return service (Job #*********) aimed at improving airflow and rectifying the static pressure concerns.
  As a valued, long-time member of our service, Mr. ***** has access to no-cost diagnostic appointments for any issues he may experience with his heating and air conditioning unit. We had an appointment scheduled for November 21, 2024, to diagnose his unit; however, this was canceled at Mr. ******* request. We want to emphasize that we have not received any direct communication regarding any ongoing issues with Mr. ******* account prior to this complaint. Had we been informed of any concerns, we would have promptly taken action to resolve them.
  Furthermore, we want to assure Mr. ***** and his family that we are committed to customer satisfaction and stand ready to address any problems with his system at no cost. Mr. ***** has a ten-year warranty on his installation, which we completed on March 31, 2022 (Job #*********). We appreciate the concern expressed by Mr. ******* family, and we encourage Mr. ***** to reach out to us directly so that we may provide the necessary support. Our only contact information on file is for Mr. ****** and we are eager to assist him in any way possible.
  Thank you for your understanding, and we look forward to resolving this matter.

• Initial Complaint

  Date:11/27/2024

  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.

  5/ 2024- *********** came out to service and find out why air would not blow as well in bedrooms. Person said I need all new duct work showed me pictures of the ducts sinking- mind you house is only 6 yrs old. I think the pictures were someone elses duct ********* was done 2 days later and they stated I need the ducts to be sealed. Came out in **** to try to seal but it was too hot and their equipment failed. Came out late **** beg of July and hooked up to my solar panel unit which I found out should not have been done. They broke my solar panel unit and still have not paid for the damages. I had to pay 250 out of pocket 2 months later to get the solar panels working. I have a ***** true up bill due to the solar panel damage. I have told them numerous times the air does not feel any different in those rooms. They have not returned numerous phone calls in regards to my refund or anything else.

  Business Response

  Date: 04/22/2025

  This has been resolved. The customer was refunded $250 per her request on Dec 2^nd 2024. The check was cashed by the customer.

• Initial Complaint

  Date:11/17/2024

  Type:Order 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.

  
  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,
  
  **** *****
  
   
  ntative alerting him to my cancellation and asking that he confirm receipt for me. He did so and confirmed the cancellation recieved and that he would return my check to my home address. By October 17th I had not received my check back and, again, texted my sales representative asking when I could expect to recieve it. Contractually, it was due back to me within 10 days. Suddenly, I received no text reply from the salesman.On October 25th, I found that my deposit check had been cashed by Monarch on October 4th. I called the company asking to be connected with their accounting department. The lady answering the phone made several excuses why she could not connect me and asked if she could help. I told her my story and she said she would report my call to a party not specified to me. I told her I expected a call back right away. No such call was received. I then sent a letter to my sales representatives superior with the story including dates of the timeline. No reply to date.

  Business Response

  Date: 11/18/2024

  We are writing in response to your inquiries regarding Invoice #*********. We would like to inform you that this invoice has been officially canceled. Consequently, we have submitted a refund request to our accounting department and the accounting manager for the amount of $1,000. While our standard refund processing time is typically up to 30 business days, we recognize the urgency of this matter and have expedited the refund request.
  We kindly ask for your understanding and patience as we process this refund. You can expect the funds to arrive in the form of a check within 7-10 business days. We sincerely apologize for any miscommunication that may have occurred during this process, and we appreciate your flexibility as we navigate this situation.
  Your satisfaction is of utmost importance to us, and we are dedicated to ensuring the quickest resolution possible.

  Thank you for your cooperation, understanding, and continued trust in our services.

  
  

• Initial Complaint

  Date:10/12/2024

  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.

   I am rejecting this response because: This was not our complaint - we never asked for the ceiling drywall to be fixed - just the OLD ducting vents per our agreement. Please look at the images provided in the complaint. You will see you are talking about a separate issue. If the 3rd party vendor who does the drywall wants to quote us a price to fix the ceiling - we'll work with them & pay for that ourselves. 
  
  
  

  Business Response

  Date: 10/14/2024

  In response to the BBB escalation regarding the member's damage claim following our duct work installation completed on June 18, 2024 (Job #*********), we would like to provide clarification on the situation. The member expressed concerns about not being contacted regarding the claim, and after reviewing our records, we can confirm that our Production Manager, ***, communicated with the member on July 25, 2024. During this conversation, the member was informed that the damage claim would not be covered, as it was determined that the damage was pre-existing prior to our installation.
  Furthermore, our installation team diligently documented the condition of the site prior to beginning work. They provided photographic evidence that clearly shows the existing sheetrock and drywall, indicating that damage to the area had already occurred before our teams arrival. We take such claims seriously and strive to ensure transparency in our communications and assessments. We understand the members concerns and appreciate the opportunity to clarify the circumstances surrounding this situation. Attached is the picture taken by our install team at 7:15 am on 6/18/24 prior to the installation 

  Business Response

  Date: 10/22/2024

  Thank you for bringing these additional repairs to our attention. I want to assure you that we are taking your concerns very seriously. I have attached the pictures you submitted as part of your damage claim, which will help us obtain an accurate estimate from our third-party contractor. Your case is now prioritized on our list to ensure that these damages are repaired as quickly as possible.

  We understand the urgency of the situation and are actively working to expedite the process. Once we receive confirmation on the contractor's availability, our production department will reach out to you to schedule a repair date that fits your schedule. We are committed to making this experience as seamless as possible for you.

  We appreciate your patience as we navigate this repair process. Should you have any further questions or concerns, please do not hesitate to reach out to us directly. Your satisfaction is our top priority, and we are here to assist you.

   

  Customer Answer

  Date: 10/24/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please let me know how soon this can be resolved. I look forward to getting this done before the holidays! 

  Thank you!

  *******

• Initial Complaint

  Date:09/28/2024

  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.

   I am rejecting this response because:
  
  I, ****** ******, do not accept this response from the business. I will only accept the funds that were paid for services, that were never rendered, refunded in the account. I cannot accept Monarch Home Services "promise/statement" that the funds will be refunded, because I have been told several times by company employees that someone from "billing" or a manager will be contacting me, and I do not receive any contact. At one point I was told that the funds were never received by Monarch Home Services. It was only when I filed a complaint with the BBB that I received a phone call from the manager. I believe that the company responded in hopes that the complaint would be resolved and has no intention of refunding me the funds owed. I have attempted to contact the company asking for verification that the refund was processed, or in processing, and continue to be told that I will be contacted by "billing or a manager". As of 10/11/2024, I have not received the funds or any contact from anyone at the company. 
  o one ever does. Now I just got a call saying that the charges never went through on my bank card, and they were never paid. If they were never paid why order parts, and why send a tech out to my home. Why is this the first time I am hearing that charges did not go through. The company asked me to send over a copy of my bank statement showing that services have been paid. I believe the company is trying not to give me yhe $2700 that I paid, for services. They never reached out to complete any work and are making it very difficult to receive a refund. Again, I am waiting for a call from a manager.

  Business Response

  Date: 09/30/2024

  We appreciate your feedback and would like to address your concerns regarding the incomplete job and the ongoing refund process. At Monarch Home Services  we strive to provide excellent service and ensure our members' satisfaction. We understand the frustration that arises when expectations are not met, and we sincerely apologize for any inconvenience you have experienced.
  We have reviewed your case thoroughly and acknowledge that the project did not proceed as planned for Job #********* . Please rest assured that we are committed to resolving this issue promptly. We have initiated a refund for the services that were not completed for the amount of $2,748.00 , which is currently being processed. According to our standard procedures, you can expect to receive the full refund within 30 business days, and we are diligently working to expedite this process wherever possible.
  Your satisfaction is our top priority, and we appreciate your patience during this time. If you have any further questions or require additional assistance, please do not hesitate to reach out to our customer service team at ************ . Thank you for giving us an opportunity to resolve your issue and the refund request is being expedited by our Accounting Manager 

  Business Response

  Date: 10/16/2024

  On October 10, 2024, I had a productive conversation with Mrs. ****** regarding her complaint, in which we confirmed that a refund is indeed owed to our member for the canceled job, Job #*********, totaling $2,748.00. We have taken immediate action by escalating the refund request to our accounting manager, who is prioritizing this matter to ensure that Mrs. ****** receives her funds as quickly as possible.

  
  During our discussion, I also made Mrs. ****** aware of some technical difficulties we are currently experiencing with the software that facilitates our refund processing. We are actively working with the software provider to rectify these issues so we can expedite the refund process for her.

  
  At Monarch, we take full accountability for this oversight and recognize the importance of resolving this matter swiftly. While our standard refund processing time is 30 business days, we are committed to ensuring that Mrs. ****** is kept updated on the status of her refund throughout the entire process. We appreciate her patience and understanding as we work to resolve this issue promptly.

  Customer Answer

  Date: 10/19/2024

   I am rejecting this response because:
  
  On October 10, 2024, I received a call from a manager, ****, regarding the refund that is owed to my father for services that we paid on February 29, 2024 and March 1, 2024 but never rendered. My father is owed a refund, and due to his health, I have stepped in to take care of his affairs.

  After making several attempts at having the services completed, the company sent a technician to the home in June of 2024. The technician arrived not to complete services, that were paid for in full, but to evaluate if the parts would be a correct fit for the *** The technician from Monarch Home Services stated that the the parts although they may fit, would not make the A/C work correctly. I watched as the technician called the offices of Monarch Home Services and express to a manager that the parts would not make the A/C work and that I wanted a refund of the funds paid. The manager told the technician that someone would be getting back to me regarding the issue.

  Monarch Home Services asked my father to pay in full for services that they could not gaurentee would fix the A/C. Parts were ordered, and a technician sent to the home, before evaluating if the A/C would work correctly. At the bottom of the invoice, sent after payment was given to business but before services were rendered, it states: I have inspected all of the work done by 10.2 ******* ******* pursuant to the contract terms agreed by me at *******************************************************************************************************. I find that all work has been completed in a satisfactory and workmanlike manner. I have been given the opportunity to address concerns and/or discrepancies in the work provided, and I either have no such concerns or have found no discrepancies or they have been addressed by 10.2 ******* ******* to my satisfaction. My signature here signifies my full and final acceptance of all work performed by the contractor pursuant to the contract as agreed. In the event that payment is required and bank account information or a check is provided as a form of payment, I hereby authorize Monarch Home Services,
  herein called COMPANY, to (i) initiate a debit entry to my account, and to debit the same to such account, (ii) use information from my check to make a one-time electronic fund transfer from my account or (iii) process the payment as a check transaction, as deermined by COMPANY and as applicable.

  This statement is false, and there is no signature from my father, ******* ******. This statement implies that funds will be debited after services have been completed, and my father had an opportunity to "address concerns and/or discrepancies in the work provided". 

  Monarch has debited funds before parts were ordered and the A/C properly evaluated. However,  they have made it very difficult for me to received these funds back. I wad called on September  30, 2024, bu **** and after I submitted a complaint to the BBB, that the company acknowledges their fault and will be refunding the funds. Even though funds were debited from the account, they would be sending a check through the mail as refund. I  asked for verification of said refund in process and told that they could not give it to me.

  On October 16, 2024, after several attempts at getting verification of a refund for services paid for in March 2024, **** called again to state that the refund had been processed. The company had technical issues with their refund processing system that had been resolved and he wanted to let me know that the check was being processed. I was assured by, ****, that the check would be in the mail and at the home by end of business day on October 22, 2024. I was told that if the check did not arrive to give the business a call back.

  That same day, October 16, 2024. I also received a phone call from the Tulare County District Attorney Consumer Fraud Investigator regarding a complaint I submitted regarding this issue. I explained the situation and the responses from Monarch Home Services. I was told by the Investigator that if I did not received the check by October 22, 2024 to call them back and they would move forward with the complaint. 

  I do not, and will not, accept any resolution of this issue that falls short of funds refunded in the form of a check, or deposited back into my father's account. If the check that, **** manager from Monarch Home Services, is not at the home by end of business day October 22, 2024, I will be moving forward with the Tulare County District Attorney as well.

• Initial Complaint

  Date:09/28/2024

  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.

   I am rejecting this response because:
  
  Your company tried to sell me a new coil, with a replacement cost for labor of appropriately $4500, when technically a new coil was not needed.  The technician opened the unit up and showed me water leaking off of the existing coil and pointed to this problem as the cause of my leak as if water was leaking from the coil. Unfortunately , water does not run through the coil, Freon does.  What in fact was happening was water was condensing from air. The problem was the catch pan was tilted and was overflowing.  How it became tilted from the beginning of August to the beginning of September is a mystery.  In recommending a new coil your team is either grossly incompetent or you were trying to defraud me and make a lot of money off of the labor to replace a coil that did not need to be replaced.  
  

  Also-how do you justify charging over $7000 to put in a new register and run 8 feet of attic ducting vs the actual cost by a different contractor of less than $1000 to do the same work?  
  

  Please stay away from my home. I want nothing to do with Monarch home services.

   

  thank you

  acement that was technically not responsible for any water leakage. That's not a mistake. They purposely tried to mislead me to gain commission on an unnecessary coil replacement. They also tried to price ***** me on the 14" duct replacement. Smart 72 installed my system. When I had a yearly inspection by the same technician who did the above, they recommended that I fix my "static pressure" as it was too high. The solution, replace all of my ducting for $26,000. When that happened I stopped using Smart 72. They went bankrupt. I thought Monarch had taken over for them because Monarch showed up to do my annual check *** with the same smart 72 technician . When you press Monarch they claim they did not bail Smart 72 out of bankruptcy. They are just trying to help customers in our area.I called ********************** to cancel my "maintenance" contract and the company said I don't have a contract! Beware-We are seniors and they tried to scam us. No integrity with Monarch.

  Business Response

  Date: 10/01/2024

  We appreciate the opportunity to respond to the complaint filed regarding the maintenance job performed at out member ****** Halpins address at ********************************************************** and the leak that occurred a month later after our maintenances visit completed . First and foremost, we value our customers feedback as it enables us to continually improve our services and resolve any issues promptly and effectively.

  We strive to maintain high standards in our work and ensure that all maintenance tasks are completed to the best of our ability. In this instance, after the maintenance job was completed on 08/08/24, our team conducted thorough inspections to confirm that everything was functioning correctly and met our quality benchmarks. Unfortunately, we understand that the leak was discovered a month later on 09/06/24 and has caused inconvenience.

  The coil found that was causing the leak for our member was covered by the manufacturer warranty but unfortunately the labor on the repair is not covered by the manufacturer warranty.  The member is definitely able to get a second opinion on any repair or recommendation made for the longevity of the thier unit made by Monarch Home Services.  I understand the frustration regarding this issue , Monarch does not make any commission or profit on a part that is covered by a manufacturer warranty. We provided several options for the longevity of the hvac unit and it is up to the customer to decide what they would like to move forward with. 

  Monarch has No Affiliation with Smart 72 and new to the area to be able provide members service for their heating and air conditioning needs . Static pressure may not be something other hvac companies are testing for as part of their process . Monarch Home Services strives to be update on training for our technicians and ensuring we are meeting manufacture standards to comply with the warranties of the unit. 

   We would love the opportunity to rectify the issue and ensure a better experience. Would love to offer a complimentary maintenance on your furnace to ensure you receive the five star service we strive to provide .    

  Business Response

  Date: 10/07/2024

  In response to the concerns raised by our member regarding the recommendations made by our technician on September 13, 2024 (Job #*********), we would like to clarify our position. Our technician provided comprehensive recommendations and solutions aimed at ensuring the longevity and optimal performance of the unit. Ultimately, it is the customer's prerogative to decide whether to act on these recommendations. We fully support the customer's right to seek a second opinion from another company, and we respect their choice to explore different options.
  It is important to note that Monarch cannot comment on or compare our practices or recommendations with those of other companies, as we are not privy to their methodologies or quality of work. This lack of awareness prevents us from engaging in price matching or suggesting any alternatives based on external assessments. Furthermore, we want to emphasize that it is never our intention to make any member feel as though they are being taken advantage of or defrauded in any way.
  To further support our members, Monarch has provided multiple maintenance and diagnostic visits free of charge, given that the member's account has not processed a monthly payment since June 2023. We are committed to maintaining open communication and service transparency, and we are more than willing to continue offering our services to the member moving forward. Our priority remains to ensure their comfort and satisfaction with our care and expertise.

  Customer Answer

  Date: 10/09/2024

   I am rejecting this response because:
  You tried to convince me that my water leakage problem was from a leaking coil.  Both the technician and the supervisor opened up the 3 ton unit and while it was running pointed to the coil , which happened to be condensing air, resulting in water dripping into a drip pan that was uneven.  They both claimed my problem was water leaking from the coil as if water ran through the coil which it does not.  They stated the coil was under warranty but the labor was not and quoted $4500 for a 3 ton unit replace a coil that did not need to be replaced.  Monarch was either grossly incompetent in making this recommendation or trying to defraud me.  Its one or the other.  
  

  A long term improvement which will help the unit last longer was to improve  the return flow which was significantly undersized by Monarchs previously named company, SMART 72.  Many of the SMART 72 employees now work for Monarch including my technician who serviced my systems from the time of initial installation. The quote for installing 8 of ducting and a new filter was $7200.  Another company did it for less than $1000.  
  

  When I became suspicious of the price quotes both to replace the coil and install new ducting I started to research Monarchs reputation and found an F rating on the BBB with many complaints similar to mine.  I called Monarch to cancel my maintenance contract which I thought I had only to find out these check *** were free.  The BBB complaints seem to indicate Monarch technicians provide free check ***, mysteriously discover a major problem and then try to price ***** the customer in order to fix it  

  This practice needs to stop!