Complaints

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• Initial Complaint

  Date:04/30/2025

  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.

  Most recently set a follow-up appointment for a service. Regarding my ** I had the company installed in 2018, this seems to be a continual problem with pricing with this company. In 2018 I paid this company to install a new HVAC complete air conditioning and heating system and since then have had regular maintenance as according to any agreements with this company. Most recently again scheduled appointment April 21st 2025 service and regular maintenance for proper upkeep. During the appointment a service technical employee was sent out to my home and advised me about a blower motor that was not operating as it should. I asked the employee about replacing this particular part that has in the past been covered by a current warranty I hold with the system. He quoted me after he removed the part $200 and I reminded him about my warranty that covered for 10 years from 2018. He then told me he would try to call the shop. He then said he could not get a hold of anybody to give him the approval to replace the part. I expected during the service call anything such as warranty for such a small part especially would be happily taken care of by this company I paid thousands to install this HVAC system. This did not turn out to be the case. After reaching out to the company myself and speaking to ***** whom seemed unprofessional in regards to ongoing warranties that could have been handled in this case, and even accused me of threatening him, which I did not do, I merely stated I may share my experience with others. After that initial call he said he would call me back. The next day I received a call from ***** who was still not willing to make things right, I was polite to him. And I asked him to please fix the problem and use my 10-year warranty for parts since the technician while he was at my home uninstalled the part and told me he had the part on his van but since he could not get a hold of anybody he could not install it so he put back my old Original Part.

  

  Business Response

  Date: 06/04/2025

  See Attachment

  Customer Answer

  Date: 06/11/2025

  I am reject*** this response because:

  In regards to email received today 6/4 2025 Re complaint 232-70382. Response from wally Falkes ************** 4/ 14/2025 I sent a letter to this company to ****** request*** a resolution. After receiv*** a response finally after a couple of weeks go*** by after fil*** a complaint with BBB. Now I receive a response from co-owner ******* which I feel could have been resolved back in April if the company would have responded to my concerns regard*** the issue with my blower motor as their employee stated was the problem that he found with my system. I initially made this appointment with ***** directly after call*** the office he offered me an $89 service not go*** into detail what the service involved. I presumed it's involved check*** my HV** system that I paid this company to install in 2018. I initially contacted ***** about his employee not complet*** the job. ***** seemed to be not will*** to make the issue right with me. I explained to him I did not receive the service that he offered. When I made the appointment with ***** I explained to him and requested that my outside ** box be vacuumed out due to debris and leaves possibly built up inside that normally comes with this kind of service he said yes he would have his employee do this. I also asked ***** about my rebate form that I had completed by ******* in 2024 for a rebate from my local electric company for normal upkeep of an HV** system ***** told me the employee would also take care of that dur*** the date of service 4/21/2025 when the Day of Service came. An employee showed up, by the name of ***** he started to perform services which I escorted him around the system and had a conversation with him regard*** what would be completed this day of service, I asked him about vacuum*** the ** box out while he was perform*** the service on the ** box. The employee then told me his vacuum was broken and he could not perform that service. I then brought up the issue of hav*** the rebate form completed. The employee seemed unable and misinformed or not informed at all about this , I provided the form he did not complete the form in the correct way. I noticed this after the employee was gone. Another issue that came up dur*** the inspection of my HV** system he told me that the blower motor was fail*** and proceeded to uninstall this motor he showed me which was inside my mobile home, and told me he would need to call the office to replace the part. He then returned after go*** out to his van and told me he could not reach anybody at the office and could not install the new part he had with him at the time unless I paid him an additional $200. This concerned me. I mentioned my 10-year Parts warranty he again mentioned that he could not reach anybody at the office to confirm so he reinstalled the faulty part which I was not comfortable with or pay*** $200 for when he already had the part uninstalled and had the new part with him. I've never had a problem pay*** this company for any Services performed. To this day it seems the integrity of this company is in question because of the lengthy discussion I had with ***** and not want*** to complete the job without additional fees and another service call. I would not mind pay *** for a labor charge the day of the service. It seems unprofessional that the employee ***** could not reach anybody at the office. Dur*** the initial visit. I see in the response ******* mentions a discount and or to make payments. This was never offered to me. I would have just paid the full amount as I did in the past anyway I would have rejected any offer. Again this company's Integrity in my eyes is in question.

  
  

  
  

  

  Business Response

  Date: 06/23/2025

  
  

  Customer Answer

  Date: 06/25/2025

  I am rejecting this response because: the company acted unprofessional on the original date in question. By not making themselves available to their employee while he was at my home servicing my equipment. And also uninstalled a so-called defective part and told me he had the new part after uninstalling but decided to reinstall it since he could not reach anybody at the office. I've tried to work this out directly with the company ***** in particular. It seems peculiar that the employee wanted to charge me $200 extra on top of the one-time charge the Day of Service for the part he uninstalled a 2 inch by 2 inch part which sits directly behind my air filters and is in plain sight. And now they want to make a whole nother separate work order charge. Of $125. Something's wrong with that picture. I asked now that they contact me the first week of July so we can come to a conclusion on the situation directly between the company and myself, I need the rebate form filled out correctly for one and a receipt for any payment I make to them. *** ********