Complaints

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

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  Perfect Star Heating, Cooling, & Electrical

  4415 Cowell Rd Ste 210B Concord, CA 94518-1946

  
• 

  Perfect Star Heating, Cooling, & Electrical

  2595 W 10th St Antioch, CA 94509-1374

  

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:08/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 29th, I paid $79 for a Perfect Star technician to inspect my air conditioning unit. The technician informed me that the unit was aging and recommended replacement, suggesting a capacitor replacement would cost $500. However, the technician subsequently stated that the entire unit required replacement. Based on this assessment, I agreed to a follow-up visit from Perfect Star sales team on July 2nd. During this visit, I was presented with quotes ranging from $16,841 to $25,830 for a replacement unit, which was beyond our budget.Immediately following the sales representative's visit, my air conditioning unit malfunctioned. Given the technician's previous assessment, I mistakenly assumed the unit had failed as predicted. The extreme heat wave that plagued Concord during July rendered my home uninhabitable, forcing me to purchase two portable air conditioning units at a total cost of approximately $870 to endure the unbearable conditions in my bedroom and office. The remainder of my house was uninhabitable.On August 9th, I had a second inspection performed on my air conditioning unit by a different company. To my astonishment and outrage, the technician discovered that the unit's fuse had been intentionally turned off by the previous technician which was Perfect Star, which was noted in the report by the second *********** Additionally, basic inspection procedures, such as vent temperature checks and filter replacements, were not performed during its company's visit. I complained directly to Perfect Star whose response focused on denying responsibility, their reputation and "family-owned" status, and the timing of my complaint. Their tactics included pressuring me to accept a phone call instead of providing a written response and falsely claiming I was threatening legal action. They offered insufficient compensation of a $79 refund of the original inspection.

  

  Business Response

  Date: 08/29/2024

  To Whom It May Concern,

  Following the receipt of the client's complaint, we attempted to address the issue through both phone and email communications, seeking a discussion to better understand the client's concerns. The client declined this request, opting only for email correspondence.

  The client's complaint involves an allegation that our technician intentionally disabled their air conditioner. We conducted a thorough review of the client's history with our company, including an examination of the technicians photographs and interviews with the technicians involved.

  Key findings are as follows:

  1. The clients air conditioning system is 28 years old. In 2021, we provided two replacement estimates: $7,359 and $14,715.
  2. On June 29, 2024, the client scheduled a $79 tune-up. The technicians report indicated several critical issues:
  - High compressor amp draw, dual capacitor out of range and leaking oil, and an extremely burnt and pitted contactor.
  - The unit was operating on R22 refrigerant.
  - The furnace inspection revealed a leaking blower motor, a dirty blower wheel, significant dirt and debris buildup, large thermal stress marks on the heat exchanger, and severe rusting of the evaporator coil.
  - Replacement options were strongly advised due to the systems age and condition.
  

  Following this, the client requested a free estimate from a Senior Technician on July 2, 2024. The Senior Technician provided three replacement estimates, ranging from $16,841 to $25,830. The client chose not to proceed with these estimates.
  

  The next correspondence we received was an email from the client dated August 12, 2024. The client claimed that their unit malfunctioned immediately after the Senior Technicians visit on July 2, 2024, and accused us of leaving a fuse off. It is important to note that the unit was operational when the Senior Technician departed, and it is impossible for the system to have been running if a fuse had been turned off. Additionally, the client waited until August 12, 2024, to contact us after having another ******************** their system on August 9, 2024.
  

  We offered a refund of $79 for the June 29, 2024, tune-up as part of our satisfaction guarantee, despite the issues being unrelated to the tune-up itself.
  
  In summary:
  

  - The client was aware of the systems age and replacement needs from a 2021 estimate.
  - The technician recommended repairs and replacement on June 29, 2024.
  - Another estimate was provided on July 2, 2024.
  - The client reported malfunctioning after our visit but did not contact us before acquiring portable AC units from ****** on July 21, 2024.
  - The high temperatures in *******, **, which exceeded 100 degrees, could have contributed to the systems malfunction.
  - Attached are photographic evidence showing the system's condition, including unsafe wiring, oil leaks, and a dirty blower motor. Based on our assessment, we do not accept responsibility for the subsequent malfunction of the air conditioning unit.
  

  Sincerely,
  

  ***************************, Owner
  Perfect Star Heating and Air Conditioning

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22194311
  
  I am rejecting this response because Perfect Star continue to rely on unrelated items including the timing of the complaint and my preference for communication by email over phone. An independent technician determined the previous technician turned off the air conditioner, not that it was due to heat or any other reason. That finding is noted in his report which was previously attached.
  

  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/05/2024

  Our technicians are all background-checked, and we stand behind our team members, rejecting Mrs. ********** accusations of any wrongdoing. *********************** chose to buy her portable A/C units weeks after our last contact with her. She then had someone else come out who claimed we left a fuse off. However, a fuse blows and cannot be left off; it would need to be replaced. A breaker can trip or be off.
  *********************** mentioned that we recommended replacing the capacitor, but she chose not to with our company. As the homeowner, she made the decision not to replace the diagnosed faulty part or the 28-year-old failing equipment. She also chose not to contact us when she noticed it stopped cooling. Instead, she purchased portable A/C units and called another competitor five weeks after our visit, who ended up changing the capacitor that our technician recommended to be replaced.
  The invoice from Mrs. ********** other company is hearsay and irrelevant. We attempted to resolve Mrs. ********** issues, but she ultimately made her own decisions.

  Thank you,

  ***************************

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22194311
  
  I am rejecting this response for all reasons outlined previously. There is a clear disagreement about what occurred here and I dont believe the back and forth is beneficial to either. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/19/2023

  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.

  f you don't care about the safety of your family, or the status of your home after work is done then this absolutely is the team and company for you! we had an entirely new system installed and new ductwork as well as removal of the old system. There was absolutely no consistent communication other than they would send back a team to fix it. Every time they sent back a team to fix it there was a new thing they were there to fix which they didn't. They added a new vent to a wooden floor and a ceramic floor Cut into the wooden floor and left saw marks beyond the great, and as they were grinding into the tile in the kitchen, they didn't think to cover the area and my entire house was covered in dust. They also walked through the house with muddy shoes, destroying two separate carpets And leaving footprints throughout. I don't have a problem with general construction dirtiness, but this was not the same thing. The worst part was they kept telling me the asbestos was removed and then the team who came to do the next step would say they're still asbestos. The last straw was when during removal of the old piping electrical was cut into and lights in my bathroom were disconnected, they came back to fix the electrical and informed me they needed to take off all of the grates to "paint" the vents. This was the first I heard of this. Furniture needed to be moved in and the house will need to be cleaned again. No communication no consideration for the health and safety of my family and zero understanding about the havoc they caused. Literally go with any other company.

  

  Business Response

  Date: 12/28/2023

  First and foremost, this complaint is not from a customer of ******************** Star ********************** and Air. They are not the homeowner nor a customer. They are a tenant in our customers rental property. In fact, the homeowner (our actual customer) has only positive things to say about us. The following is a review via **** left by the homeowner on 12/16/2023:
  
  Perfect Star did a fine job. The only problem is that the work was done on a rental property. The tenant was a bit grumpy as to the experience of putting in new registers for the heating system and the cleanup. Otherwise, I would hire Perfect Star again. - 12/16/2023
  
  We would be happy to provide the BBB the homeowners name and contact information for further investigation.
  
  On two separate recent visits to the rental property (12/11/2023 & 12/26/2023) our installation team was obstructed in their ability to complete the necessary repairs by the tenant. We are working directly alongside the homeowner and have scheduled a return visit on 01/05/2024. The homeowner has agreed to be onsite at his rental property during this visit to ensure that we can complete all necessary repairs without further interference.
  
  

  Customer Answer

  Date: 12/30/2023

   
  Complaint: 21032495
  
  I am rejecting this response because: What is being stated is untrue.  I was completely accommodating during each of the visit.  The techs who came to complete the work were either unprepared with the appropriate materials or needed to call a separate sub contractor in to do the work.  The owner of the home ask me to  manage the work being done at the house an never actually saw the work other than photo I sent him of the poor workmanship.  To be clear I was never "grumpy" about the install of the registers.  I was unhappy that they came back so many times and still the work is not complete.  ***** workers didn't arrive until after 5 and were her until 8pm.  I have young children and needed to put them to bed. 

   

   

  
  Sincerely,
  
  ***********************************