Complaints

This profile includes complaints for Paul's Air Conditioning & Heating Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Paul's Air Conditioning & Heating Company, Inc. has 2 locations, listed below.

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  Paul's Air Conditioning & Heating Company, Inc.

  1253 N Valdivia Way # A Palm Springs, CA 92262-5489

• 

  Paul's Air Conditioning & Heating Company, Inc.

  P.O. Box 1818 Cathedral City, CA 92235-1818

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:04/03/2023

  Type:Product 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 purchased an AC splitter system May 23 of 2019 , about a year ago it stopped working , I called PAUL‘s AC and heating company to set up an appointment to have them check out to find out why, and I was told they do not work on Samsung anymore, , **** at Paul’s AC and heating told me to call another company, he did not offer a solution except to go someplace else I spent $3400 for something I can’t use.
  
  Thank you for your time
  Sincerely,
  **** ****** ****** A/C and heating
  **** *** **** ********* **** ** *****

  Customer Answer

  Date: 04/19/2023

  As requested here is a copy of the warranty, 

  again thank you for your time 

  **** ****** 

  Business Response

  Date: 04/21/2023

  Paul's Air Conditioning & Heating, Inc.
  ** *** ****
  ********* ***** ** *****
  ************
  ***** ** **** *** - Co-Owner
  
  
  
  ******,
  
  We have received a business complaint with an assigned ID of ********. The complaint was from **** ****** With A statement of
  
  "I Purchased an AC splitter system May 23, of 2019, about a year ago it stopped working, I called Paul's AC and Heating company to set up an appointment to have them check out to find out why, and I was told they do not work on Samsung anymore. Fred at Paul's AC and Heating told me to call another company, he did not offer a solution except to go someplace else I spent $3400 for something I can't use. Thank you for your time Sincerely **** ******"
  
  We installed a 1 Ton Samsung Mini Split system on May 23, 2019. We returned a few days later and hooked up his system to his WiFi network. With all of our installation and sales, we offer a industry standard 1 year labor/installation warranty. The manufacturer also gives the system a 10 year limited manufacturer's parts warranty. This system is 4 years old and it is 3 years past our labor/installation warranty. 
  We looked through our records, and we have not been out to his house for any service or repair work since the initial installation. At the time of installation, we were certified Samsung dealers with training on that system. Several years ago we stopped being a certified Samsung dealer, and we no longer received training for that specific system. We also no longer have any technicians with training on that system.
  While the system does have a 10 year limited manufacturer's warranty, any certified Samsung dealer can get and install warranty parts from a local Samsung distributor. Since this system was out of our standard installation warranty, we felt it would be more beneficial for the customer in both time and cost to call a certified Samsung dealer. We also offered him the name of a local company that was a certified Samsung dealer.
  
  We have also emailed Mr. ****** directly to clear up any confusion on this matter, and to explain our position. We hope this will clear up the matter of this complaint. If you have any questions, or would like additional details, please call or email me.
  
  ***** ** **** ***
  

  
  

  Customer Answer

  Date: 04/21/2023

   I am rejecting this response because: no real offer was made except to go to another repair facility, at the time of complaint, I was never offered another place to go to. I was left on my own to find somebody. Secondly, they advertise on their website that they still sell and service Samsung so I’m a little bit confused with that, thirdly, a friend of mine had called him and asked if they could service there Samsung and they said yes

  I request to get a refund for the system.

  all AC systems are made the same way they all have the same hook ups. They all use the same *****. They’re all made out of  basically the same parts, so I’m very confused that they are not trying to help me except passing me onto somebody else I feel it is their responsibility to honor the Samsung warranty until it expires since they were the ones installing it at the time . again, thank you for your time.