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Business Profile

Plumber

Saddleback Plumbing Heating & Air
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/25/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    4 service calls later, $1,200+ billed for diagnostics & repairs to an ** unit that is dumping water out of the emergency secondary drain with no resolution. ** is still malfunctioning with *************************, the field supervisor is no longer returning calls, left 2 voicemails and 3rd in-person message with the dispatcher over a 9-day period.First call, I was charged for diagnostics and refrigerant refill, checked for refrigerant leak (maybe), drain lines checked & cleared. ** is running.Second service call, ** not working again within 2 weeks. Ducts cleaned and more thorough inspection & diagnostic. ** brought back online.Third service call, 1 week later. The ** is dumping water out of the emergency secondary drain. Technician finds no fault with the system he can identify. Replaces flood sensor on secondary emergency pan which already has some water present when sensor was installed.Fourth, service call. The ** stops working within 8 hours of 3rd service call. Secondary emergency pan has standing water in it, with water dripping from the unit. A promise to research how to address the suspected coils freeze, and get back to me within a day or two by *****. Never heard back after that conversation. 3 attempts to reach out have been ignored.The lack of follow-through is extremely disappointing and further compounded by the business ignoring my attempts to reach a resolution after charging $1,200+ for ineffectual services.

    Business Response

    Date: 07/18/2024

    We believe this person had a defective zone board on his HVAC system. We made several attempts to repair and quoted for a new board to be installed. By then he had lost confidence in us and we refunded all monies charged.  

     

    Customer Answer

    Date: 07/18/2024


    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,

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

     

Saddleback Plumbing Heating & Air is BBB Accredited.

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