Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased this split unit on March 9 2022. When they installed it, it didn't work and took them till March 23 to fix it and then it started leaking from the inside unit on March 25 and wasn't fixed till April 1 and then it started leaking again through the walls because they didn't properly install the condensation line and wasn't fixed until July 21, 2022. Last August 2023 it stopped working and it took them till October 13 to fix it. The compressor needed to be replaced. I live in ********* and this is my secondary home. I don't get here very often as my work is in **. After they fixed it, I hadn't been back to SD until February when they said they needed to do a maintenance check on it. They said it was fine and the next time I came back to SD wasn't until June 26 2023. I texted them to see if I needed to have them come start up the unit as it hadn't been turned on since February when they were last here. They said that I needed to set up an appointment for a maintenance and told me that I had no credit card on file and sent me a link to put it in and so I did. He then told me to just turn the unit on and put it on turbo and it will cool down the place quicker. When I got to the condo the next day, I turned it on and the code E4 came up on the unit where the temperature normally is and no cold air was coming out. I texted them immediately and he said "let me get you on the schedule". That was on June 26. I have left messages on their work machine, texted them through the same number that they have texted me back and they will not return any of my calls or texts. I don't know what to do now as I have paid for a machine that I've had problems with ever since it was installed. The unit did not come in a box and there was no manual given to me. The owner ***** said he was going to mail me one and email me one and I still haven't received it. If there is anything that you can do to help me out with this, I would truly appreciate it. Thank you.

• Initial Complaint

  Date:11/20/2022

  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 May 20, 2022, went online scheduled an appointment for maintenance to the air conditioning unit of my mother's residence **************************. The appointment was scheduled for 5/24/22. At the time the unit was not cooling due to several leaks in the units and the not holding the anti-freeze. After a technician looked at the unit it was suggested to replace the unit completely. Another appointment was made to replace the heating/air conditioner on 5/26/22 of which the **** was paid in cash. Once the unit was installed there were issue with the cooling, the A/C would be set at 78 degrees but continued to cool even more for example set at 78 but go to ***** degrees. You would have to turn the unit off to get warm or use fans instead. There were several calls made to the company finally three technicians came out unfortunately it was not resolved. Then on 11/12/22 or 11/13/22 I scheduled another appointment with the company because the **** was not heating this time. The scheduled appointment was for 11/16/22 at 9:30-11:30am when I called to confirm on 11/15/22 I was told my appointment was for 11/17/22 I explained my appointment was on the 16th according to the website. Eventually the company made my appointment for 11/17/22 but changed the appointment to 11/18/22 due to lack of personnel. I explained the situation to the receptionist and I was assured the appointment would be for that Friday. Unfortunately I called into the office to confirm the appointment and no response. The non-responsiveness by the company has continued. My mother who is 93 years old is now having to use a heater. Using a single standup heater can be dangerous and it is with great disappointment I say this company has not rectified the situation they created.

  Business Response

  Date: 11/21/2022

  ************************....  we have had a series of incidents that have made it impossible for us to get someone to your property. We understand the issue and realize that it is disconcerting for you to deal with this. We will attempt to get someone as soon as possible. The electric small heater is at least providing some comfort. We will reach out in the next few days.

  Customer Answer

  Date: 11/22/2022

  The fact this company did not respond to calls or provide reasons for nonresponse is not acceptable.  The move of the thermostat was very unprofessional it looks as though a child had placed it on the wall with string and putty plus this was the 4th thermostat installed.  To say that my mother provided her own heater and that was okay because she had heat is not acceptable. ************ did not provide service in a timely manner and then they did not respond until I called regularly on Wednesday, Thursday and ************* ************ will never receive a recommendation from me nor will I provide a good review.  The professionalism by the company and its personnel is at minus 1 (-1)

  Business Response

  Date: 11/23/2022

  It's out of or control. We'll get it in when we have time and personnel to do so... we are doing what we can. ****** fix the past and we simply did not have anyone to go. Not that they were busy, it was there was no staff employed. That is why the phones were also not answered. We are sorry.