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:05/23/2025

  Type:Sales and Advertising 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.

  When we went to turn our sprinklers on for the season, we discovered that there was a bad ball valve in the saddle valve used by the sprinkler water turn-on. This valve failure led to a leak. We called Lion Home Service and they sent a plumber to fix the issue. We accompanied the plumber to the location and pointed out the issue, took pictures, and were completely clear about what needed to be done. The plumber did not fix the issue at all, as our sprinkler professional pointed out when they returned, and instead performed service to the hot water pipe that was unnecessary and not asked for. We were charged a lot of money both for the service that we did not need/did not ask for, and for the service that was not performed. Not being professional plumbers ourselves (hence why we hired someone), we were not able to tell that they had not fixed the problem and that they had performed unnecessary services. Our sprinkler professional explained what had happened very clearly, and what they must have done-- they either didn't know how or decided not to fix the problem, they took advantage of us, and did the unnecessary work to cover up the fact. We are seeking a refund to our entire bill (which we already paid) and that the plumber return to complete the work correctly, and that the plumber be accompanied by a supervisor to ensure that they do not cheat us again. We will also be present for any further work to ensure we are not cheated or charged again. In our uploaded invoice, tasks WH139 and PS150 were not authorized or needed repairs, and task PS306 was not completed at all. We would like all charges refunded Task PS306 completed if that is indeed the correct task, and the DISDIA (Dispatch and Diagnostic) charges refunded.

  

  Business Response

  Date: 05/23/2025

  From the technicians notes and the client comments after the job, this work was discussed and agreed upon via this signed estimate. 

  Technician: I was called out today for a leaking pipe for the sprinklers. When I arrived at the clients house we went to the basement and he had a drain port for the sprinklers that was leaking because it wasnt tightened on properly. I then turned the water off and built up an estimate to replace the saddle valve, cold ball valve on the water heater and tighten up that drain port as well. Before I proceeded to do work I did a whole home plumbing check-up and everything looked great. I then performed work and tested for leaks and everything went good as well. The client was happy with the results and paid with card.

  Comments from the client: We had a great experience with Lion Home Service. ****** *. fixed a pretty serious leak and plumbing issue and he was professional, competent, and friendly the whole time. ****** answered all my questions and gave me a lot of room to understand all my options. The work is impeccable. Highly recommend!
  - Cei *******

   

  From our end, these options were discussed and the client was happy with the work and was spoken about thoroughly. Refund has been denied. 

  Customer Answer

  Date: 05/23/2025

  Complaint: 23369846
  
  I am rejecting this response because:

  The technician did not replace the broken part and instead replaced a part on the water heater that needed no service. I am not a professional plumber, which is why I hired you to do this job. When I was shown the work, I said it looked good because I assumed (incorrectly) that the job had been completed and the problem fixed. When the sprinkler technician arrived today he explained that not only was the problem not fixed, but that the plumber did additional unnecessary work, then claimed that work as "fixing" the problem. I left a nice review and provided an EXCELLENT tip to the technician because I am a nice person and because I thought the problem was resolved. The sprinkler technician indicates that the plumber tightened one part of a pipe to stop the leak, but did not replace the ball valve, and our sprinkler water is still broken. From our point of view it appears that: the problem was not fixed, another plumbing "issue" was created and "solved" so that it gave the appearance of work completed, and that Lion Home Services did not uphold their side of the contract to fix our plumbing issue. 

  I feel very taken advantage of and I feel that Lion Home Services did not adequately help me understand what they had done or we would not be in this situation. I am also deeply disturbed that the plumber performed other unnecessary work rather than the work we hired them to complete. I request a refund for the work done that we did not need, and also a refund for the work that was not completed.

  As of today we have a technician from Lion Home Service scheduled to come fix the problem tomorrow morning (5/23). My wife will be in attendance during the entire process to ensure that the plumber is actually working on the problem (our bad for not looking over their shoulder the first time), and we will be requesting that the plumber demonstrate that the service has been done correctly and will be asking them to demonstrate the functionality of the REPLACED ball valve and saddle. If the plumber actually fixes the problem, we are happy to pay a NEW invoice for the correct work done correctly. We require a refund for the "bait" work that was done instead, and we will not pay for this as we did not need it and it was either a big mess-up by Lion's plumber or an intentional misdirection.

  It is not fair to your customer to try and bait-and-switch because we are not professional plumbers-- that is exploitative and wrong. Please provide a timely refund and resolution to this matter. 
  
  Regards,
  
  Cei *******

  Customer Answer

  Date: 05/27/2025

  from: Cei ******* <****************************************> via ******************************** 
  to: *************************************************************************
  date: May 25, 2025, 11:47 AM
  subject: Close Complaint ID ********

  Hello, 
  
  We have resolved Complaint ID ******** with the business directly and the BBB case can be closed. We are not perfectly happy with the resolution, but I think it's the best we will get. 
  
  I appreciate BBB's efforts on our behalf. 
  
  Best, 
  Cei
  --
  
  Cei *. *******
  Pronouns: He/Him/His
  ************************
  @*****************

• Initial Complaint

  Date:05/12/2025

  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.

  This business promised to clean and verify that an air conditioning unit and a furnace or in working condition. The service was intended to be part of a real estate transaction in which the buyer requested the service from the selling party which I represent. They did not clean the units, instead they provided a quote for repair or replacement only. Additionally, I was quoted $119 for this service, and was instead charged more than 300. I was told by the technician that a cleaning would be part of the maintenance fee which I was charged on the attached invoice. They did not perform the work that was very clearly asked and I am having to come out of pocket several hundred dollars to hire another company. They are refusing a refund or to complete the work that was promised They have since blocked my number and refused to provide an explanation.

  

  Business Response

  Date: 05/13/2025

  On the recorded call, the cleaning was not promised as $119. $119 is our dispatch/diagnostic fee. The price to check out both units was quoted and accepted by this client. In the first recorded call, the agent clearly says that $119 is the dispatch fee to get the technician out there and the technician would discuss any fees for the service. Agent confirmed the $119 was to diagnose both of the A/C and furnace, agent did not confirm the cleaning was included in that price and cleaning the unit is a separate charge. Client called again for a price quote and client asked again for just a cleaning & service, which are both separate charges. Agent reinforced the fee was for the visual inspection and any maintenance would be a separate charge that the technician would go over. Again the agent said the dispatch fee was $119 and the technician would go over pricing at time of service depending on what needed to be done.

   

  The technician found several issues with the unit and could not in good faith certify it was "cleaned and in working order", client is asking us to edit these notes and not inform the new or old buyer of the extensive issues with the service. We presented the client with many documents saying the unit is in need of repairs or replacements. Technician was not comfortable cleaning the unit in it's current stare.

  Notes from the job are below 

  **** *. 5/7/25 Came out for full system maintenance. Talked with the realtor *****. Furnace and evaporator coil is 23 yrs old and outdoor is 11. Ac system is running on r 22 which is banned by the *** for refrigerant. If repairs are done. It will be reclaimed (recycled) refrigerant. ************ is getting high towards tolerance. Blower wheel has extreme build up. Bearings are bad. Blower shaft moves in and out of motor. ************ capacitor is bad. Control board has heat damage to board. Heat exchanger is starting to show heat stress and rust. Heat rise is towards the high side. Which could be due to lack of air flow of struggling blower motor. Evap coil extremely rusted. Split temp for ac 18. Could possibly be low on refrigerant. Couldnt test pressures due to out door temp being lower then *****. Out door unit coil extremely dirty. Out door capacitor had on fan side and shows heat damage to wire on compressor side. Outdoor fan motor over amping. Built estimate for repairs. But will only be temporary fix. Best resolution will be replacing instead of repairing. Due to age and no warranty coverage. Could possible need more r 22 due to long line set

  Customer Answer

  Date: 05/13/2025

  Complaint: 23319486
  
  I am rejecting this response.  If calls are in fact recorded, you did not listen to my first call in which I talked to a gentleman with a Russian/Eastern European accent and was clarified 3 times that the price included the services in question.  **** absolutely told me that my request falls under the "maintenance" service.  The only thing I got out of the visit was a diagnostic, so by your own logic my charge should have remained $119.  Lion claims in their response that "Agent confirmed the $119 was to diagnose both of the A/C and furnace, agent did not confirm the cleaning was included in that price and cleaning the unit is a separate charge."  Again, I agreed to a separate charge when **** told me that the "maintenance" service included what I was asking for.  Lion is ignoring the fact that I did receive an additional charge, and the work was still not completed.  I said from the beginning that all I needed was an invoice showing that the systems were cleaned and verified in operational order, and I never received it.  So again, why was I charged for "maintenance" when zero maintenance took place?  Additionally, **** told me in our last phone call (which are apparently recorded so I look forward to hearing your response to this) that both units are in working order.  I asked later that this fact be added to the invoice, along with the "cleaning" that a customer ********************** *** told me took place (again, I look forward to hearing about the "recorded" call that will prove this.)  At NO POINT EVER did I ask that Lion to mis***resent the **** condition in the invoice, I asked that things be added to it.  I attached a text message showing this.  Furthermore, **** did not tell at any point that he was not comfortable with the cleaning, in fact he quoted me what a coil cleaning would cost (see attached invoice).  The narrative that the units couldn't be cleaned only came up after I called them out for not doing what I asked for.  

  
  Regards,
  
  ***** ****

  Customer Answer

  Date: 05/13/2025

  I hired Lion to do a simple cleaning/certifying of our HV** units as part of a sale.  I was initially quoted $119, and I verified no less than 3 times with the customer ********************** *** that the price would include cleaning and testing.  When our tech showed up, he said we were misquoted and the charge for cleaning and testing would be about $450, as it was part of their "maintenance" package.  They very reluctantly cut us a "deal" for just over $300.  Not only was zero cleaning done, the tech did not perform a single action that could be classified as "maintenance."  What we got was a diagnostic and estimate for ***airs and ***lacement.  I called to complain twice before someone finally got back to me.  I was told that the tech didn't perform the cleaning because it may have damaged the unit, which was clearly a lie because the tech never told me that and actually gave me a quote to perform the ** coil cleaning, $470 (what a deal!).  The *** then told me that a simple cleaning was done, but not the deep clean that I was expecting.  I asked that my invoice be revised to reflect that, but was quickly blocked.  Yes, they actually blocked my number after ***eatedly mis***resenting both the price and work.  I was shocked. 

  

  Business Response

  Date: 05/13/2025

  *****, we will refund in exchange for removal of all bad reviews. 

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  

  I will remove all bad reviews within one business day of receiving a full refund of $308.  Since you've proven yourselves to be completely untrustworthy I need the full refund in advance.  

  
  Regards,
  
  ***** ****

  Customer Answer

  Date: 05/21/2025

  This business claimed they would give me a refund.  I still have not received this.  

  

  Business Response

  Date: 05/22/2025

  The conditions of the refund have not been completed by the complainant. We will not refund until the condition has been met. 

  

  Business Response

  Date: 05/30/2025

  We attempted to remedy this situation with the client *****. The original work was signed, charges explained, and the client moved forward with it knowing the price. Reviewing the recorded calls, there is no confirmation from our call center that our cleanings are $119. We will not be refunding the agreed upon price since the work is impossible to undo.

  Customer Answer

  Date: 06/09/2025

  Lion Home Service charged me for a "furnace maintenance" and "AC maintenance."  Here is the explanation of this service found on their website.  

  During a typical maintenance service call, our techs will:
  Check and change your filters.
  Clean your heating and cooling system
  Perform a full system diagnostic
  Program your thermostat (if you want)
  Inform you of any potential and upcoming repair work

  I paid their invoice over the phone before it was sent to me via email.  According to the explanation of work, **** did not do a single thing that I had asked for.  No actual maintenance was done.  I had explained to multiple people, including ****, that we needed a simple cleaning and certifying that the units were working order.  This was to fulfill the selling side of a real estate transaction.  When I talked to **** specifically, he told me the service would fall under their "maintenance" packages.  All of the details can be found in my prior complaint and responses. 

  This business is now claiming that they attempted to remedy the situation with me and that I ultimately signed off on the work.  I never signed anything.  **** marked "over the phone" in the signature box on my invoice.  Had I actually been informed that no actual maintenance was done, I would have refused to sign.  
  
  I would like to offer to take down all of my negative reviews in exchange for a full $308 refund.  

  

  Business Response

  Date: 06/10/2025

  Thank you for this breakdown *****. This was escalated to our ** who agreed to refund the $308 job total to rectify the situation. We do apologize for the miscommunications here and the time you spent escalating this to us. We do appreciate your feedback on these matters as they only make us better in our operations. 

• Initial Complaint

  Date:05/02/2025

  Type:Product 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.

  Appt was made with Lion for clogged kitchen drain, mentioning an advertised price of $99, and acknowledged by the appt setter on the phone. Tech came out and charged my husband $455 on 4/14/25 (I wasn't home.) My husband said the tech didn't seem competent or comfortable doing the work. When I got home that day, I called, and called almost daily for 2 weeks, mostly talking with the answering service always explaining I was overcharged and wanted a refund. I spoke with ********* (answering service) on several occasions; he, and others, said the refund was initiated on 4/17 for $349. In the next 2 weeks, my drain clogged 5 or 6 times. I called them again to come and fix it - but we did not want the same tech. An appt was schedule for 4/25 - BUT the same tech was on his way! My husband had a conversation with the office person who said they only had 1 drain tech. My husband told her they needed a better tech. She said, "yes, we are looking for one." He then asked must he go hire someone else then? She responded, "unfortunately yes." On Sat, 4/26, I called again and told answering service ***** I wanted a full refund of $455 by Friday, 5/2 or I would contact BBB. My husband called 5/1; ********* said for some reason the refund check never got mailed. Each time, the answering service said someone would call us - No one EVER called. Now I think we deserve a full refund- $455. We did call another company who responded immediately and charged hundreds of dollars less - and fixed the drain. Today, 5/2, my husband had another conversation with the answering service because ********* on 5/1 said someone would call us. NO Phone calls EVER and no refund received.

  

  Business Response

  Date: 05/05/2025

  We have refunded this client the amount owed and acknowledged the *** did not notate the coupon on the call. The check was delayed due to an accounting error outside of our control. Refund has been sent. 

  Customer Answer

  Date: 05/11/2025

  Complaint: 23280474
  
  I am rejecting this response because: I received a check for $349 on 5/11/25. I was charged $455. The coupon was for a $99 service. Initially I asked for refunding the difference: $455-$99 = $356. (1) I don't understand your math. (2) After making so many phone calls to Lion for a refund, almost daily for 2 weeks, AND still having the drain problem (I had to call another company to fix it) I am asking for a full refund of $455.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 05/12/2025

  Our technician was on site: Client brought me into kitchen where clog occurred. Client had vent stack for sink going through roof. Client explained they have to have it cabled every now and then due to grease. Began testing.
  -Ran water for less than 30 seconds and both sides backed up.
  -Only fixture affected.
  
  Determined kitchen line is clogged itself. Provided estaitme to pull p-Trap and cable client declined p-trap pull and agreed to cabling.
  -Ran back to shop to get head for cable.
  -Cabled all the way out and back as seen in photos.
  -Explained to client without installing P-Trap I cannot test and that is why we charge for it. Client checked flow after putting p-trap back.

   

  This job was more than the $99 coupon, husband on site agreed to additional work outside of the $99 special. We refunded more than what was owed back as a sign of good faith. We will not be refunding anymore. Client on site was aware of what our technician found and signed the estimate for $456. 
  

  Customer Answer

  Date: 05/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me only because I have exhausted my efforts. There was a 67-day guarantee for the work but that was not honored. I will not use Lion Home Service again. The price was not honored, the service/guarantee was not honored; there were NO call-backs. What a fiasco.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/07/2025

  Type:Billing 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.

  Charged for services that were not authorized, continuous harassment, and wrongfully sent to collections. Lions Home Service even states on their invoice "Diagnostic was not approved by client prior to being completed"

  

  Business Response

  Date: 04/07/2025

  We have made the billing adjustment, no further action needed. 

• Initial Complaint

  Date:03/28/2025

  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.

  **** was our salesman. Back in June I believe of 2024 We wanted to just clean our old furnace and air conditioner. He talked us into a whole new system with 5 years of their club. $23000. We were told twice a year they would clean and inspect the whole thing. **** told us we get a year supply of filters each year for the 5 years. Which was only 4 even though he knows we live on a dirt road and have 4 dogs.we had a tech come out on March 16 2025. Tech told us that the filters werent free and that the blower is filthy and want to charge us $360 to clean it even though this system is less than a year old. Husband was talking to them and telling nothing is covered period. Major BS. Would never tell anybody to use this company ever.

  

  Business Response

  Date: 03/31/2025

  Hello valued client, this employee is no longer with us so we can not support these claims as nothing was made in writing. Our *** club memberships do not include filters or cleaning the unit. Attached is the invoice that does not support the claim of including filters or cleanings twice yearly. We did offer to clean this unit back in September of 2024 and it looks to be declined due to price. 

  We cannot give away services for free. It is typical to need to clean the unit after 1 year and every year after to guarantee the life of the system. We cannot guarantee the unit will not need a preventative maintenance cleaning after a year.  

• Initial Complaint

  Date:10/21/2024

  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.

  We hired Lion to repair a leaking sewer line between our house and the septic tank. The septic tank is 15 feet away from the house. The sewer line is about 3 feet below the surface of the ground. There were two cleanouts in this length. A cleanout consists of a tee in the sewer line and a length of pipe extending up to the surface with a removable plug for access. The existing cleanouts were 2 feet apart and the new ones are 2 feet apart. One closer to the house foundation wall and the other 2 feet closer to the septic tank. When we were given the bid of $15,759, the work was not explained in any detail. We were not shown a breakout of the work steps and the associated costs as I recall. They were not discussed with us. They did say that the work would be done in two days. I recall saying that sounds very expensive for two days work. We left the next day for 10 days on vacation and set it up so the work would be done by the time we returned. Upon return I talked to several people about the project, one who is a plumber and another who is a residential home builder and found out that in their opinion this was outrageously high for the work done. I also found out from a neighbor that she only observed ************ (2) being there one day. I understand that they probably have a pricing book with an item for replacing a septic line cleanout. In many cases they are 8 feet or more below the surface and far enough apart (maybe 100 ft or more) requiring two separate excavation locations. In our case, the two cleanouts were two feet apart and 3 feet down basically requiring little more work or materials than putting in one. Their charge we found out for replacing a septic line cleanout is $7,178. We were charged for two, $14,356. This is my major issue. There are two there 2 feet apart only because of a code requirement, I suspect. I think it was unrealistic to charge for two with no concern for us, the customer.

  

  Business Response

  Date: 10/22/2024

  Hello valued client. Yes per our plumbing manager, the two clean outs and replacements were charged correctly. We did have to go under the foundation. We do get the okay for pricing before any work is done. Our apologies for any miscommunication on pricing. Your Project Manager stated she explained the scope, the pricing, work to be done, on site at the time the estimate was signed. 

  Customer Answer

  Date: 10/22/2024

  I do not agree that the work and related charges were explained in detail.   I particularly don't recall being told or explained that we were being charged for two cleanouts that were only two feet apart.   I don't recall any converstion related to the price beibg tied to two cleanouts.  Only the total price.  Regardless, I feel treating this as two clean out replacement tasks is unreasonable.

   

  ***

  

  Business Response

  Date: 11/22/2024

  Clarification on Project Scope and Pricing
  ***,
  The signed estimate clearly specifies a two-way cleanout. Additionally, the attached signed contract provides detailed information about the scope of work. Our services are sold as comprehensive packages rather than la carte, and the project was completed in one day. The two day work estimate was just that, an estimate given by a Project Manager, not the person completing the work. Its important to note that our pricing is based on the project as a whole, not the time taken to complete it.
  The signed contract explicitly states that the scope includes a two-way cleanout going through the foundation, which accounts for the higher price.
  There was a five-day window between the sale and the execution of the project, during which the customer had ample opportunity to shop around or seek clarification. However, no concerns or questions were raised during this period. The pricing objection arose only after the project was completed.
  We understand the customer's frustration, but the timeline provided allowed for sufficient time to explore other options or seek second opinions.
  Please let us know if theres anything else we can clarify.

  Customer Answer

  Date: 11/24/2024

  Complaint: 22453236
  
  I am rejecting this response because:  The huge fee charged for the small amount of work required is unjustified.   The two people who explained the work to us admitted that they worked on commission.  I believe this is why they made no effort or displayed no concern for our side of the agreement.  We told them we were leaving the next day for 10 days on vacation.   I believe that most reputable firms would have made an effort to explain or suggest that there may have been a better way to accomplish the repair.   I made the mistake of thinking they were honorable people who were not out to take advantage of our age and circumstances.
  

   

   

   

  
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:07/26/2024

  Type:Order 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 had a new furnace and air conditioning system put in by Lion a little over a year ago. I was talked into buying what I thought was a contract that would help me save money,. I am 83 years old. I called again today to get my air conditioning systems cleaned out for the summer. They have put this off twice for "emergency" situations. I have since found out tdhat I can only buy filters for my heating and air-conditions from them at an exorbitant price for 4 filters. Today I found out that the cleaning which usually costs 70 to a hundred dollars was 400 dollars. I did pay that 400 because I was desperate to get the job done. However, these people do not deserve an A+ from you.

  

  Business Response

  Date: 07/30/2024

  Hello *******, 

  We are very sorry the membership was not explained in detail. Our membership does save you 15% on services. We are happy to give you a refund on the remaining life of your membership and forgive the $400 invoice due to the miscommunication. Please let us know if that will ease the stress of this situation. We do not want you to feel like you have been mislead or taken advantage of, that is never our intention. 

• Initial Complaint

  Date:06/17/2024

  Type:Customer Service 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.

  Poudre Valley Air was an outstanding company…until Lion Home Services bought them out. They have now missed THREE appointments to fulfill our contracted agreement for a simple A/C check, as of June 16, 2024. Nor have they called to let us know.
  
  We will now attempt to cancel that contract as they’ve broken it through and through. We will demand a full refund of charges for the rest of the contract.
  
  What’s the bet Lion Home Services will refuse and try to reschedule…again?! But we’re sick of staying home for half days for, ultimately, no reason.
  
  So tell me when have such buyouts EVER been good for customers?

  

  Business Response

  Date: 06/17/2024

  I have reviewed the account and do see that there have been a couple of reschedules for this appoint both from our end due to emergency situations where we had multiple clients with no AC. With the heat wave we have had (many days in a row with over 90 degree temps) we are doing our best to get to all appointments. However there were also 2 requests from the client to reschedule as well. We are trying to accommodate all appointments for service and maintenance. I did also receive their request for a refund of their Poudre Valley Air membership and have passed that on to our contact at PV to process. I also attempted to call the client this morning and only received voicemail- I did leave a message as well. 

   

• Initial Complaint

  Date:06/12/2024

  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.

  Lion installed AC in 2021. Summer 2024 it stopped working. Unit has a 5 year warranty. We were never provided with the manual or warranty, it was shoved inside the outside unit.
  They sent a tech out on 6/1, quoted $2485 for repair related to duct cleaning, dryer vent cleaning, gas burner cleaning, & new filter system. She said she tested the unit and there was NO leak in the refrigerant. She said it would be working by morning and if not, to call back & they would be “out first thing”.
  Temp inside the home 88°, on 6/2. Called again in am, no one arrived until about 4 PM. The tech apologized for the poor service the day before, said that tech was not HVAC certified and should never have been sent out. He quoted us $1700 to test for refrigerant leak, and I asked if there were any other options. He called mgr and said “oh I forgot about this other nitrogen test for we can do for about $700.”. He clearly stated it was either a problem with the installation or a problem with the unit, & either way, we should not be held liable for any charges. Despite this, no work would be done until we paid him $725 on top of the $112 we paid earlier in his visit for the diagnostic. No answers that day.
  6/3 we again called, temps inside in the high 80s. No one came that day.
  6/5, they called to say a mgr was on his way for electrical testing. Valerie took my complaint re: $725 charge and said she would file it with accounting for review & would fill out a client concern form, which should result in a call from Karen. Still no call from Karen. A manager and another tech came to visit and put refrigerant in our system with some kind of dye, saying this would find the leak and would schedule with us within a weeks time to come back.
  6/11 the temp starts rising, up to 79 at this time. Called 2x today, got answering service both times, no answers on a call back.
  Called Lennox on 6/2 for troubleshooting and log the situation. case number 03562977. representative advised 2nd opinion.

  

  Business Response

  Date: 06/12/2024

  I see that unit was installed in 2021, however I don't see any communication from client requesting the manual or warranty information. This is usually provided at time of install but we would not be aware it wasn't received without notification from the customer. I also don't see any reports of concerns with how the unit was installed. All of our technicians are HVAC certified. The $725 was for a leak detection which was needed since the unit was not functioning properly and the diagnostic that was done showed concern of a leak. 6/4 I spoke with Jessica as she was the listed homeowner and advised of our service manager to come out and do an electronic leak detection on 6/5 which she agreed with and was done at no charge. No leak was detected and we added 8 pound of refrigerant to the unit that day, along with dye, so we could schedule a return to do an ultraviolet leak detection test. All was done at no charge to the customer. The follow up visit was scheduled with Jessica yesterday 6/11 and is scheduled for 6/21 which is the date that the homeowner chose. This upcoming appointment is also being done at no charge to the customer. At this point I clarified with Jessica what relation Libby was to her and she confirmed spouse, which allows us to communicate openly with her. I asked Jessica if she wanted me to call Libby since she is the one that had reached out for an update and she advised she would fill her in, so no call was made. After coming in this morning and seeing another call after hours from Libby, I called and left her a voicemail this morning to follow up with my apologies on the lack of communication to her. I also updated their profile in our system to identify Libby as a spouse so she does not run in to further difficulties. Our hope is to have the issue resolved next week after the ultraviolet leak detection test.

  Customer Answer

  Date: 06/12/2024

  Complaint: 21836599
  
  
  
  I am rejecting this response because:

  Two of your techs, Charity and Nicholas, told me it was “standard practice” to leave the manual and warranty inside the machine. Is this true or false? Your wording in the reply makes it seem like a surprise to you. 
  One of your techs communicated that Charity “had no idea what she was doing and never should have been sent out on an HVAC call”, so I remain confused on that issue due to your reply.
  The miscommunication about calls and call backs seems resolved, we are at Jess’ father’s funeral today and I will try to return your call asap.
  I was told by Nicholas the $725 would be refunded. I was told by Valerie a customer complaint would be filed when I called to follow up. No action until I filed with BBB. 

  and STILL our home remains in the 80s.  We were told no leak, then yes leak, then more testing, etc etc etc. I want to have functioning AC, please and thank you. 

  Libby 

  
  
  
  Regards,
  
  
  
  Libby Jarka

  

  Business Response

  Date: 06/13/2024

  I spoke with Libby on the phone yesterday and cleared up the confusion on the owner's manual and warranty paperwork. The appointment that was set for next week with Jessica has been rescheduled to today due to the system no longer cooling again. I have briefed the tech and the service manager as well. We are truly hoping to find a resolution to the issue today. I will continue to be in communication with Libby and Jessica  to help facilitate repairs and a resolution. Thank you

  Customer Answer

  Date: 06/17/2024

  Complaint: 21836599
  
  
  
  I am rejecting this response because:
  
  Thank you for your attention to this. The remaining issue is the $725, which again, we were told would be refunded because the problem was either A) installation or B) product, which would be covered under warranty. We were told there was a minuscule leak, but the cause was not yet identified.

  
  Regards,
  
  
  
  Libby Jarka

  

  Business Response

  Date: 06/18/2024

  I have continued open communication with the customer and have advised I would refund the $725 in good faith since the tech advised there would be no cost. Refund has been processed through the card they paid with, and I will follow up one last time on Thursday to ensure unit is still functioning appropriately.

• Initial Complaint

  Date:03/13/2024

  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.

  They were hired to check furnace an insulation. The number of the lockbox was given to them. Only 2 other person knew it. Someone proceeded to use it and squat in the house using drugs and staying there. The police took report. There was furnace glue on the couch etc etc Lion wanted the ***** for the rest of the work they did not do. I told them I would settle for half. *****. Sine I didnt want them in the house again doing drugs which police think are fentanyl. There deny everything and I dont want them back

  

  Business Response

  Date: 03/13/2024

  All work was completed that the customer agreed to have done. At no point has she advised that work was unfinished. Initial visit was on 11/27/23 with following appointment on 12/1/23 to complete the work. On 12/4/23, customer called in and went to our call center where she advised she wanted to speak to a manager but gave no details as to what the concerns were, and no mention of police involvement or any illegal activity. A call was made to customer on the same day by the ***************** manager who left a voicemail. A second attempt to reach the customer was made on 12/20/23 where another voicemail was left. On 12/27/23 customer emailed in expressing she wanted to speak t oa manager and if she didn't hear from someone she would be forced to file a police report- still no indication given of what the issue was. On 12/28/23 the ***************** manager called a third time and left another voicemail, an email was also sent to the client in an effort to make contact.

  On 1/2/24 the project manager for the job made contact with the customer on a separate request and was advised of the situation. Customer was advised to call in and speak with the ***************** manager. Customer called in and was transferred to me. AT this point, customer accused our team of doing drugs in the home, laying in a bed, and leaving a mess. When asked, she also advised she had pictures of our technicians in the home and the photos were dated and time stamped. I immediately advised her to file a police report for her protection, and requested she email the photos in for review so we could address the concerns directly. 

  Customer opted to come in person with a copy of the photos for us. I advised I would make copies and return the originals to her, but she stated she had two copies so we could keep them. Looking at the photos, they were not dated or time stamped as originally indicated, nor were there any people in the photos at all, let alone our technicians. Photos were of an unmade bed, a pill on the floor (?), and a white substance she believes was a crushed pill. Other photos consisted of a soda bottle left behind, a tape measure left behind.

  Since none of these photos show proof of our team conducting themselves in an improper manner, I called the customer on 1/8/24 and left a voicemail to advise that we would address the concerns of cleanliness and respecting customer property to all field technicians, but since no actual proof of our team acting inappropriately, then we could not rightfully discipline. 

  On 1/12/24 I called again to follow up and left a voicemail. 

  On 1/15/24 I called to follow up on her concerns and also to discuss the balance due. No answer so left a voicemail

  2/1/24 Customer called in to address her balance. She wanted to pay less than half of her balance due ($1400). She claimed she wanted to pay only this amount due to other costs she felt she needed to pay to secure the home. Due to potential damage on a couch in the home, I offered to deduct $231, bringing her balance from $2981 down to $2750, if she provided payment at that time. She AGREED to this, but then advised she wanted to send a check in and not pay by credit card over the phone. I advised that I would note the account that when the check came in, we would apply the discount at that time. No check was ever sent. 

  On 2/6 she called in and advised we could just charge the card on file. A return call was made to her and a voicemail was left advising her we do not keep credit card information on file, so she would need to call in to provide card information.

  Just this week, she spoke with our accounting department where she again advised she only wanted to pay $1400 (less than half of her balance due)

  We have been diligent in our attempts to work with this customer to resolve her concerns. All calls went to voicemail and a long period of time went by before we were even advised of what the concerns actually were. On two occasions she advised she would make payment, then did not follow through on that payment.