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Business Profile

Heating and Air Conditioning

Whatley Heating and Cooling, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints 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:05/21/2024

    Type:Billing 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.
    On Friday, March 1, 2024, we requested an estimate from Whatley Heating and Cooling LLC to replace our furnace. Monday, March 4th, Danny W****** came out and we discussed our options. At that time, we told him we’d like the work done in April. He sent a written estimate the same day and we let him know we’d like to go with the 80% efficiency gas furnace. We didn’t hear from him the rest of March so on April 8th, we contacted him to see when he could do the install. He asked if we had paid a deposit. He hadn’t mentioned a deposit previously, so we told him no. He sent an invoice; we paid a $3300 (60% of total estimated cost) to get on the schedule. We didn’t hear from him again so on April 10th we inquired about scheduling the work because we were having issues with our furnace. He said he could come look at. We told him since we were replacing it, we couldn’t see paying to repair it. Once again, we didn’t hear from him the rest of April so on April 30th, we called to find out the status of the install. He texted and said to shoot for the following week. By May 9th we still hadn’t heard from him. We called and left a message. He texted on May 10th saying he’d be in touch this coming week. The week of May 12th came and went with no contact from Danny W******. On May 20th, we texted him requesting our deposit be refunded. Of course, every time he didn’t show up, he had an excuse. However, the fact is we paid him $3,300 to put us on the schedule in April! At this point, we do not want him to do the work. He has failed to do the work within a reasonable time period. He has failed to make any effort in keeping us informed. We have been the one to always initiate an inquiry when he did not make contact as he said he would. It is now the evening of May 21st and we still have had no response. This lack of communication and commitment is unacceptable, especially given the amount of money we paid him. We want our $3300 deposit returned immediately.

    Business Response

    Date: 06/06/2024

    we have refunded this consumer

    Customer Answer

    Date: 06/27/2024

    Yes.  Complaint resolved satisfactory with contractor.  Couldn't figure out how to let BBB know.

  • Initial Complaint

    Date:06/16/2023

    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.
    On 2/26/2023, HVAC tech visited my home on my request to repair my heating unit. The tech provided diagnostics, replaced igniter and cleaned the heat sensor. I was advised the heat sensor needed to be replaced as the cleaning of the sensor would only provide temporary solution. I was informed that heat sensor needed to be ordered. I was advised that when the heat sensor was available that a tech would come install it. I paid for serves provided that day as well as for the heat sensor to be ordered and the installation of that part. I paid $582.00 via check. I was told that the part would come in and then be installed within 2 weeks. Then on 3/15/23 contacted tech and part was not yet in. On 3/20/23, I contacted company and part was in stock but would be in touch with me to schedule installation. On 3/28/23, I reached out to say that I was available anytime for installation. I did not get a response. So on 3/30/23, I contacted them and left a message to feel free to contact me to schedule installation. I never got a response. Then on 4/18/23, I sent a message requesting installation of part. This was the reply “ I'm sorry we haven't been able to get it installed we have been dealing with a lot of people who don't have any heat they have to be in priority setting we will reach out next week for the part installation.” Then on May 23 I called and was instructed to provide part needed and picture of heating unit via text. Text with this info was sent on May 24. Then they replied and said they would install on May 29. No one came that day and I had no correspondence from them. 6/12/23 I reached out. No response. Reached out today 6/16/23. No response.

    Business Response

    Date: 07/03/2023

    We took care of this issue. 

    Customer Answer

    Date: 07/03/2023


    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.

    Regards,

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

Whatley Heating and Cooling, LLC is BBB Accredited.

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