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:09/26/2024

  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.

   I am rejecting this response because of the misinformation. The 7/10/24 service was due to us having experienced power outages over the weekend. This shorted our thermostat which had to be replaced. You claimed you were too busy and did not have enough technicians then for the summer maintenance which is the one performed by your service technician ****** ***** on 9/23/24 who noticed the faulty part. He in turn called ***** ******* (a supervisor) who in turn came to the house and went through our service records and noticed there was a lot of missing information and discrepancies. So no, we have not had our winter servicing and like I stated before, we are supposed to be on a six month schedule routine service maintenance of our unit.This morning **** called my husband ****** and apologized for what has been happening and told him he would be bringing and installing the part we needed. It was agreed upon 2:00 pm this afternoon but so far it is 4:30pm and no show. My husband called the office and left message as always to be forwarded. 
  
  was available but for me to leave a message. As of 10:00a.m this morning I have received no call back. I am at the end of my ***** with this company! We had to pay them $20,000 that costs us to replace the air conditioning unit with them and they wont give us the service that we are paying for! And in addition we have to pay a monthly fee of $15 membership, seriously? For what? I dont know what else to say but maybe these people should not be in business!

  Business Response

  Date: 09/27/2024

  Thank you for bringing your concerns to our attention. We take feedback very seriously, and we appreciate the opportunity to address your experience. At Monarch Home Services , we strive to maintain a high level of customer satisfaction, and we are committed to resolving any issues that may arise. After careful review of your complaint, we understand that you encountered issues regarding the scheduling of maintenance within your membership with us as well as a part that was required to be installed , and we sincerely apologize for any inconvenience this has caused you.

  We value your membership and are dedicated to rectifying this situation. We have implemented specific actions taken to address the complaint, such as policy changes, staff training, and  improved communication amongst our office staff   to avoid this from happening again. After reviewing your membership with us we have verified that the last tune up completed  was on 11/27/23 for the winter tune up . A demand job was completed on 7/10/24 and the maintenance  was completed on the ac on 9/23/24. We recommend to schedule these  maintenances   six months apart and more than happy to pre schedule your next maintenance to avoid this in the future. 

  After reviewing the account i see our technician *** has communicated we have your part in hand and are scheduled to come out this afternoon to complete the repair . Apologize for any inconvenience this may have caused your as our member and more than happy to assist you if you have any future questions or concerns 

  Business Response

  Date: 10/01/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We value your feedback and sincerely apologize for any inconvenience you experienced regarding the parts  job completed at your residence. It is always our intention to provide excellent service and clear communication, and we are sorry if we fell short in this instance.

  Our technician communicated directly with your husband prior to the visit they were currently on a job and would be next in line , and we believe all key points were addressed at that time. At Monarch Home Services we recommend that our members go about their day as normal . We understand that time is valuable and don't expect you to sit at home waiting for our arrival. 

  However, we understand that there may have been some miscommunication or misunderstanding regarding the remaining services owed to you. Please know that we are committed to resolving this to your satisfaction. We have reviewed the service report, and it does indicate that certain follow-up services are still pending. Our team is prepared to schedule these at your earliest convenience, ensuring that we fulfill our obligations and meet your expectations.We are scheduling our heating tune up currently at the end of the month due to still being in triple digits and not able to perform the maintenance on the furnace at the moment 

  We appreciate your patience and understanding as we work to provide the best possible resolution. Our customer service team will reach out to you shortly to discuss a suitable time for completing the remaining services and to clarify any outstanding concerns you may have. Your satisfaction is our top priority, and we look forward to rectifying this situation.
  Thank you for allowing us the opportunity to address your concerns.
  
  

  Customer Answer

  Date: 10/01/2024

   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.

• Initial Complaint

  Date:09/17/2024

  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.

  We purchased an AC unit approximately 5 years ago and have had nothing but problems with it. We were told that we needed a 5 ton unit vs. a 4 ton and that the unit would run efficiently and reduce our bill. Since then they keep coming back and trying to upsell us on the need for a larger return unit. Something we were told we DID NOT NEED upon the original sale. Now. a coil has gone bad that should not and they are acting so kind to say that they will cover that cost, but we must pay $7,000 to upgrade the return. So, to get the problem fixed that should be on warranty, we must pay an additional $7,000.The supervisor also told me that since it met Title 24 that it would just cost us time and a lot of money to go to court.

  Business Response

  Date: 09/24/2024

  Thank you for bringing this to our attention, after reviewing the members account the member has a 10 year parts and labor warranty on the unit we installed  on 4/14/24 Job #********. If any components covered under the warranty are causing the unit not to work properly Monarch is more than happy to schedule a lead technician to address all concerns and submit a warranty claim with the manufacturer of the unit .  I reach out to the member to address concerns and schedule the appointment but received no answer , left message for call back and noted account to schedule the member for next appointment available . 

• Initial Complaint

  Date:09/09/2024

  Type:Billing 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: In the conversation on ************************************************************************************************************* my house.  My counter to that accusation is that he did not leave when I told him I was sick, and he should have had all his faculties working.  I did not.  I told him I did not understand what was happening and I asked if the repair could be postponed.  Their inspector refused to postpone.  He told me I could not have any heat until the repair was done.  He lied.  The system was working before he inspected it.  I have no recollection of any dealings with a loan company until I was surprised two months later by a Good Leap rep.  Anything I finger-signed on a device or any information I shared on 14 March was at the direction of the Monarch inspector.  I was very ill.  I needed heat in my house.  During a time of severe duress, I did as directed by the person who was in charge.

  
  chased from **************************** and installed and maintained by their dealer, Monarch Home Services, to be removed from my house. I want the remaining balance on both home loans with ********* and ******** to be paid off. The dealer is a scammer.The system is a lemon. Remove it from my home and make the loan companies whole.

  Business Response

  Date: 09/19/2024

  Dear BBB Team,

  
  We are writing in response to a complaint concerning a recent interaction with a customer regarding a loan process related to services provided by Monarch Home Services. On September 10 at 10:07 AM, our manager engaged in a conversation with the customer to clarify her concerns surrounding the loan approval and subsequent charges.

  
  The customer was approved for a loan amount that was less than the total required for the job. This was communicated to her, and she agreed to cover the difference using her credit card. However, following this conversation, the customer expressed confusion when she saw the credit card charge applied to her account, leading her to believe that this was the only payment obligation. It is important to clarify that she was never charged without her consent. The loan in question was directly handled by the loan company, which conducted its own approval process. The customer received an email containing a link to provide her personal information, which was necessary for loan approval. Our technicians do not have access to sensitive personal information, including Social Security numbers, and we uphold strict privacy protocols to ensure our customers' data remains confidential.
  In our conversation, when the manager reiterated that there was no way for the technician to access or open a line of credit without the customers explicit knowledge, the customer became understandably frustrated, even making a disturbing remark regarding wishing ill on our technician. It is essential to address her desire for a loan refund; however, we have reviewed the situation and found that the customer voluntarily applied for the credit and signed all necessary legal agreements. Prior to the commencement of any work, our team ensured that the customer was fully informed about the loan terms, which she accepted.

  
  We value customer feedback and always strive for transparency and understanding in our dealings. We believe that all processes were correctly followed and communicated. If there are any further questions or clarifications needed, we remain open to discussing this matter further.

  Business Response

  Date: 09/24/2024

  I am rejecting this response because: In the conversation on ************************************************************************************************************* my house.  My counter to that accusation is that he did not leave when I told him I was sick, and he should have had all his faculties working.  I did not.  I told him I did not understand what was happening and I asked if the repair could be postponed.  Their inspector refused to postpone.  He told me I could not have any heat until the repair was done.  He lied.  The system was working before he inspected it.  I have no recollection of any dealings with a loan company until I was surprised two months later by a Good Leap rep.  Anything I finger-signed on a device or any information I shared on 14 March was at the direction of the Monarch inspector.  I was very ill.  I needed heat in my house.  During a time of severe duress, I did as directed by the person who was in charge.

   

  Above is the statement from the customer. I would love to point out some of the statements the customer made. She said that the tech told her that she needed repairs to be completed in order for her to have heat. However, a few sentences later, the customer stated that she had heat prior to our arrival.  When the manager reached out on the phone, the manager did not accuse the customer of danger the technician. We asked the customer, "If she was extremely ill as she has stated above, why did she not reschedule the appointment to a date in which she was in better health?" The customer got upset with that question and then said "She wished she would have coughed on the tech". 

  I would also like to address, the initial appointment for her tune up was on 03/08/24, we had a field supervisor arrive to the home on 03/14/24 and the work was completed on 03/15/24. The customer signed and authorized all repairs to be completed and did not ask to cancel at any time during the installation or prior too. 

  
  

  Customer Answer

  Date: 09/25/2024

   I am rejecting this response because: It is my word versus their word.  I do not see this ever being resolved because I reject their lies.  They have notified me that anytime their employees are in my home, they will be recording the visit.  If they had recorded our conversations in person and on the phone, I know I would be vindicated. 
  
  
  

• Initial Complaint

  Date:09/06/2024

  Type:Delivery 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.

  Last year, a cold-start capacitor kit attached to my AC unit. exploded. It was previously installed by a Monarch technician and failed because it was the incorrect unit. Since I had paid for this unit, I was promised that the correct one would be installed. This still has not happened. The Monarch records of my account will show when this occurred. I have also asked the subsequent maintenance technicians, who've visited my home, about this. They all said they would follow up and still nothing.

  Business Response

  Date: 09/09/2024

  We spoke with the customer today on 09/09/24. It has been determined that the initial installation of the part was on 08/02/21. The part then had faulted on 05/01/2023. The last time we were out to the customers home was on 02/27/24. We have not come to a resolution yet because we need to have a technician inspect the customer's unit. We have scheduled for the tech to come out on Thursday April 12th between 12pm-4pm. 

• Initial Complaint

  Date:09/03/2024

  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: Monarch Home Services refused to look at my HVAC system and insisted the only way to fix the static pressure issue was by paying them more for the additional repairs. The morning of September 7, 2024, a crew member showed up to my residence and I explained the issue with the static pressure in my HVAC system. The crew member had no clue about what the issue was and when I explained the issue with the static pressure, he requested the presence of the manager, *****, who originally spoke to me in December. ***** showed up to my residence and insisted in giving me analogies as to how they were not responsible for something they said they fixed and worked the day of installation but later failed. ***** mentioned that he presented me with various options to fix the system back in December and that I had chosen the lowest priced option therefore I must have known that I was going to have issues later on and that that was on me as the customer for only fixing part of the issue. ***** mentioned that it is a luck of the draw when it comes to repairs because they don't have crystal ball to determine who is going to have issues with the repairs the following day, month, or even years later and that I was the chosen to have to go through this. I explained to him that I would have understood if the issue was a different issue and/or this issue came up years later but the static pressure issue on my unit was the same issue identified by their crew member back in December and July. I explained to him that I would not pay for an $11,500 band aid to which he insisted he was not going to send his crew to do free labor. ***** and the crew member did not look at any component of the system, resisted in even looking at it and blamed the other two components that were not replaced originally as the cause of the static pressure. Both crew members were at my house for almost two hours insisting this would not be fixed unless additional debt was accrue. If this is not going to be fixed, then I request a refund for the project and I will go look for another contractor that will be able to solve and fix the issue. At this point, their flat out refulsal to accept responsibility is leaving me, the customer, to fend for myself and eat the cost for something that was not fixed originally.  
  
  
  tic pressure. The crew member immediately presented me with options to fix the issue at an additional price which I declined being that it was the same issue as in December. I asked to speak to a manager and over the phone I explained that if this was the same issue that supposedly had been rapaired back in January, that there was no reason for me to pay again. Monarch management insisted that they couldn't do anything because time had passed and it was normal for the system to have other issues. I insisted that being that it was the same issue the repairs should be made under the same agreement already financed. Management declined the responsibility and said another management team member would give me a call back the next day and no one did. I called back three times and left messages with the receptionist but have not received a phone call back. I would like to seek help with the repairs or the refund since I'm left with an $11,500 loan and the repairs weren't done accordingly.

  Business Response

  Date: 09/09/2024

  The customer was able to speak to a field supervisor on 09/07/24. 

  Business Response

  Date: 09/19/2024

  Dear Better Business Bureau,

  
  We appreciate you bringing this customer complaint to our attention and understand the concerns regarding the service provided during the last HVAC technician visit. It is of utmost importance to us that our customers feel confident in the thoroughness of our inspections and the expertise of our team. We take pride in our commitment to quality service, and we assure you that we want to resolve this situation to the customers satisfaction.

  
  To address the customer's concerns, we would like to offer a complimentary visit from one of our lead technicians, who will perform a comprehensive analysis of their HVAC system. We believe that a more experienced technician can provide a detailed examination of the unit, ensuring that no component goes unchecked. Additionally, the lead technician will take the time to discuss all available options and recommendations with the customer, fostering transparency and trust in our service.

  
  We kindly request your assistance in facilitating a suitable time for this follow-up appointment. Please let us know when the customer would be willing to have our lead technician come out, as we are eager to demonstrate our commitment to resolving their concerns. Thank you for your attention to this matter, and we look forward to ensuring the customers continued satisfaction.

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because: I am not opposed to having the business come out to my property to check the **** system but their response does not address my original request which is to repair the unit as it was originally intended. Over the last two months, I have had multiple crew members that have come out to my property to continue to pressure me about the issue being something they are not responsible for. If Monarch Home Services is going to come out to my property once again, it won't be to address the issue but rather point the finger at other components of the **** system to avoid responsibility. In none of their communication have they offered to address the issue but rather continue to deflect by sending a crew member and delaying any needed repairs. No customer should have to defend a contract after paying $11,500 out of pocket to repair a vital component of their household. Again, I am not opposed to a review of the **** system but I will not accept any conditions to convince me otherwise that it is my fault and that they won't repair anything because I chose to only pay $11,500. If Monarch Home Services is willing to be transparent as they say, repairs should be ordered and both us can go about our ways, otherwise I do request a refund and I will handle the matter with another contractor. 

  I am available on Saturday, October 5th from 8am onward for Monarch Home Services to send their lead technician. Please confirm at earliest convenience. 

  Thank you. 

  
  

  Business Response

  Date: 09/24/2024

  The member is on schedule for Thursday October 8th for our first  call of the day between  8-10 am to have a lead technician out to their home and  address all concerns regarding the repairs the member moved forward with to address the static pressure of their system. The member completed a duct work installation on 1/2/24 Job #*********: to address the static pressure issues and Monarch will ensure any concerns the member may have will be addressed and taken care of on our visit   

• Initial Complaint

  Date:09/03/2024

  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.

  On 8/6/2024 Monarch agreed to clean all the air ducts in our home. They were to sanitize , clean and get rid of any smell when the air conditioner is on. They did not clean all the ducts they said they would and we still smell something when the air conditioner is on. They said they would come back and take care of it, but never showed up on the date when they said they would. Now they wont return my calls. I have talked with other contractors that do the same thing and they said I was over charged for the job, but I should try to have them complete it first, since I already paid them in full. They should finis the job or give enough money to pay someone else to complete the job.

  Business Response

  Date: 09/04/2024

  We contacted the customer and left voicemail for a returned call. We would love to send a tech back out to the customers home and inspect the work that was completed. May the customer please give us a call back to get on schedule? 

• Initial Complaint

  Date:08/30/2024

  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.

  In June 2024, we hired this business to replace our ductwork. The job included removing the old register vents & drywalling them. They finished the ductwork and said they'd contact me to make an appointment for the drywall. I told them to come any day except one day I'd be gone. They never called me, but sent repairmen they day I was gone. My husband and I have called several times to get the work finished, but our calls aren't returned. We just want them to finish the job.

  Business Response

  Date: 09/06/2024

  It appears according to our records, the work has been completed as of 06/27/24. They do however need to be on schedule for paint and patch. We are going to reach out to our third party contractor for their availability. At the moment they are currently 2 1/2 weeks booked out. We unfortunately do not have any control over this since it is a 3rd party we are contracting. 

• Initial Complaint

  Date:08/27/2024

  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.

   I am rejecting this response because:
  
  I did not authorized anyone to do the Duct system  Bec its doesnt needed to be done now , its impossible that I  said yes , thats why I was asking the supervisor WHY AFTER contract signed they start  doing the project the  next day  without waiting for 3 days waiting period  , and I start calling them  on Sunday 8/25/2024 cancelling the contract .He (Mr.B ***** )  reach out to me  on 8/27 , saying I cant cancel Bec the project is almost done .This past two days  8/29 & 8/30 we keep calling them and no call back  , they only keep getting messages . The supervisor who responded to this matter was not even able to give me an answer  why it was rush to do the project without  waiting for 3  business day ( consumer rights )  

  THINGS did not follow by the other party : 

  >Did not wait for 3 days waiting period before  they start working on the Duct System . 
  >Did not provide a  copy  of the problem of the ** unit .
  >Did not provide a hard copy of the contract to their elderly client , instead they sent through his email ( where he doesnt know how to access ) They did not even send  a copy to his wife about all the transaction/ contacts made on Aug 22, 2024 .  
  * Job is not completed yet , They did not show up on Aug 30 for inspection  .

   

  Business Response

  Date: 08/29/2024

  Spoke to member and addressed their concerns regarding the install completed on 08/24/24  Member was concerned that the documentation  for their install was not able to be provided by the field supervisor on technicians on site . Apologized for the experience and explained that both the field supervisor nor the install technicians have access to print an invoice out in the field . Member was concerned that such a hug job was being completed without her being present . Verified that her husband gave the consent and consulted with her several times via phone call prior to moving fwd . Verified the members email address and provided all the invoices  for our visits completed and member was happy with the communication and documentation provided . Advised of scheduled appointment on 8/30/24 scheduled to complete the installation.

  Business Response

  Date: 09/04/2024

  Unfortunately, we disagree with the statements above. The husband was available in person while the wife was available by phone. The husband stated that he was the decision maker but we kept the wife involved over the phone. We explained to the wife the issues and concerns we found and the solutions that were needed. The husband wanted to apply for fiancing in which he provided all his information not to our tech but to the loan agencies in order to apply for the loan. He was approved through Goodleap. The husband's initial payment was going to be around $330 a month but he requested if we could get his payment between $270-$280 am month. We were able to help the customer with lowering his payment to make it as affordable to them as possible. The husband signed the documents to get the work completed. The customer called us on 08/23/24 to confirm that the tech was on his way. We completed the work on the 23rd and the 24th. The wife called on the 25th which is a Sunday and the company is closed. She spoke with our answering service stating that she wanted to cancel the services. However, the husband is the one who signed the waiver for the 3 day. The husband stated he was the decision maker and that he did not need his wife present during the visit. Work has already been completed but the job is not finished. We have attempted to complete the aero seal for the unit but the customer has been unavailable 3 times. We do have a scheduled phone call with the field supervisor at 3pm . 

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:
  
  How can my husband be a decision maker , hes 87 year old , he has a language barrier and he never made a decision without us talking specifically with this project of $24,958.00 , that can wait , I spoked with ********************* over the phone tellling him I will not do it , it can wait . I even told him I might lose my job . And theres was no record that my husband called them on 8/23/24 . All I ask from the company  to provide the  proof  or copy of the WAIVER  that my husband signed . Up to this date theres was no copy was sent to us.Please help us to get the copy of the waiver they were claiming that was waived?????  

• Initial Complaint

  Date:08/26/2024

  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 called to request service due to my ac not blowing air. ********** came out and said everything was fine. At that time the unit was blowing cold air and everything was fine. ********** said the static pressure was high and stated she would be calling a supervisor. Little did I know this would be sales ***resentative that inspected the ac unit after the first ********** had said nothing was wrong just a concern for the pressure. This sales *** went up on the roof and what do you know... the blower stopped working. The sales *** came inside and started pitching a $4700 job that was needed for my ac unit to start work plus parts they had to order. I asked how was this possible if my ac unit was only 2 years old and should be under warranty. The sales *** apparently had not done his research and didn't know I have a 10yr warranty on the unit and a 5 yr warranty for labor. They had also installed a kill switch inside the ac unit next to the blower that was in the off position. I have been calling the company for 8 days now to see when they will be installing the new blower since it's very evident what this sales *** did. Now they are not taking my calls and I'm being directed to the call center. I can't get answers from anyone. I have pictures of text messages requesting to know when my parts will arrive and pictures of the kill switch that is inside the ac unit that should not be there. This company has very dishonest employees willing to compromise a new ac unit to make commission.

  Business Response

  Date: 08/29/2024

  We are currently waiting for the manufacture to send the warranty parts. Unfortunately, we do not have any control over how long it takes for them to send us the parts. We do have an estimated ETA for the part to arrive on 09/08. We will keep in contact with the customer. If it arrives earlier, we will call the customer to schedule an appointment

   

   

• Initial Complaint

  Date:08/23/2024

  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.

  Went through a representative at ****** for a free cleaning service with Monarch. The technician went on my roof, 8/13/24,and came back down and said my 2 yr old HVAC was working way too hard. So, he called his supervisor to come and confirm. He was here in less than 5 minutes, went on the roof, came back down said the unit was working way too hard and starting to burn out my unit and my mother board. He said he was going to check the ducting in the attic, but he couldnt fit, so he called another field supervisor. The next field supervisor was here in 5 minutes, checked in the attic and said my ducting diameter was too small and my 2 uptakes were too small, and air was leaking into the attic throughout the ducting; and that I was only getting half of the air that I was supposed to and thats why my unit was dirty, and sucking air and insulation from the attic. He said I needed to not use my air in 106* until they could come the next day and replace my ducting so my unit didnt burn up. He pressured me to sign with their finance company and waive my waiting period to hurry and get my air conditioning back on the next day and save my 2 yr old HVAC. It was an outrageous price $21,000 or $23,000 for new ductwork with lifetime spray lining or not and that thats what he had his mother choose. I needed air conditioning for me and my indoor pups, so I signed on his phone and still cant get my supposed contract and Goodleap finance paperwork. The workers were supposed to bring the paperwork, 8/14/24, their first day of work. It was promised in one day. They didnt finish and came back next day. On 8/16/24, I back out of garage to dentist and on way home tire was getting low. Took to ******************* and there was a s**** in my back right passenger tire. I checked my driveway and found 4 screws and a piece of heavy metal and fiberglass on my driveway and in my lawn. They destroyed the shelving in my hall closet to get to the attic. No extra air in master ********** as promised

  Business Response

  Date: 08/29/2024

  The customer signed a contract and the work was anticipated to take 3 days to complete. She had work completed on two out of the three days. However, when we attempted to complete the work on the third day, the customer refused our ********************. She stated that she has not received her contracts. We attempted to bring them to her in person but was unsuccessful. A manager reached out to the customer and they both agreed to meet at the Bakersfield Office in order for the customer to review her contacts. The customer stated that she does not want to complete the third day of work due to financial reasons. We agreed to not complete the work and modify her loan the difference of the work not being completed. We asked if she could meet in person so we could discuss and help remodify her loan. We asked her to allow us one business day to get her contracts ready and we will call aback to schedule a date when she can come to the office. We also asked her to bring any documentation or pictures of any damage along with the tire shop invoice when she arrives to our in person meeting.  We attempted to call the customer the next business day and she has not returned our calls.