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:07/08/2024

  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 have been a regular customer with ********************** since 2017 and we get our air conditioners serviced in summer and our heater serviced in winter. We have a contract with the Valley. In may of 2024. We had a service done and the technician -He told us that our ** is going to die soon and had given us some estimate of some repairs. Next week we started the ** and it would not cool down the house. We had to keep all the windows open and multiple fans on for 3 to 4 days -Before the American Home Shield will send us repair technician. The repair technician came and told us that the ** unit was not plugged back in after it was serviced. I contacted the general manager at Valley repair since I had to pay a service fees to get the warranty people in. There was no apologies. They did not care about ***************** They simply stopped accepting my phone calls and my emails after the initial email from ************** saying that they will take care of the warranty service fee and will take care of us. I have waited this long. I sent multiple emails have called them multiple times. What kind of customer service is this? How are they ******************** accredited. I simply do not trust them as they Did not complete their job and did not follow up with their customer service. I would like to know from the Valley whether they would treat their customers this way How could customer trust?I would like them to be refund my contract fees, and I would like an explanation of why they would treat their customers like this

  

  Business Response

  Date: 07/24/2024

  Hello *****,
  

  I hope this message finds you well. Today I received your complaint concerning the services you received on your air conditioning unit. I would like to start by apologizing for your negative experience. You stated the home warranty company found the unit unplugged, this of course, sounds suspicious. I can tell you with confidence our technicians do not work on commissions and have no reason to defraud a valued customer like yourself, on the contrary our technicians are trained and encouraged to provide an honest diagnostic of the needed repair and/or their professional opinion of the condition of the unit. What you have explained is a complete contrast of Valley Air Conditionings long time business practices to earn the trust of our customers by offering expert advise, quality services based on honorable intentions and never ******* to meet sales goals or quotas.
  

  If you would like to further discuss this situation, I would be more than happy to call you. 

  
  I hope you have resolved the issue with your unit and not have further issues. 
  
  
  In appreciation for your past loyalty, I will agree to refund half of the amount of your last service ($113.50.)
  
  
  Thank you and again, I apologize for your negative experience with Valley Air.
  
  
  Regards,
  
  
  ****** Biglione 

  Customer Answer

  Date: 07/24/2024

   I am rejecting this response because: I had talked to general manager and explained what happened. My husband was there and he found the plug unplugged and it worked fine after that so this was definitely done by your technician and your general manager in the initial email agreed to resolve this and just absconded after that and does not respond to the email or pick up my phone call, I just wasted unnecessary amount of time dealing with the initial issue and the follows. I would like to discuss this further with you. Please call me. 
  

  I had to pay $125 to my ********************* and then had be so much of amount of my precious time. This is not how you deal with your customers. Please call me to discuss this if you feel like discussing.
  

  
  

  

  Business Response

  Date: 07/25/2024

  Hello, I spoke to *****. She is emailing me some information. I am hopeful we will get this resolved. 

  Customer Answer

  Date: 07/26/2024

   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.