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Business Profile

Heating and Air Conditioning

Service Today
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BBB Accredited BusinessA-Rated by BBB

Complaints

This profile includes complaints for Service Today's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 34 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

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    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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    • Initial Complaint

      Date:10/22/2022

      Type:Product Issues
      Status:
      Answered
      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 have two heat pumps for my home. Each year I have them checked out and cleaned if needed. Until now, there have been no significant problems with the hear pumps, they have cooled well in the summer and heated when the weather turned cold.

      This year I had a new company, Service Today, check out the heat pumps. Surprisingly, I was told by the Service Today technician that there were serious problems with one of the heat pumps. An expansion valve, filter dryer, accumulator and coils in the outside unit and coils inside the house were all leaking refrigerant and had to be replaced.

      Service Today charged my credit card $623.50, $263.50 for the service call, $360.00 for a service contract, half for this visit and half for a Spring checkup that would be scheduled later. I was also told that I would soon be notified of the costs for the repairs to the heat pump (Serial No. 3215A88259).

      I later was told that the repair work would require two men each working for 8 hours and would cost $8,929.00. I was also told that they had checked with Carrier, the manufacturer of the heat pump, and that the warranty on the unit had expired. Because of that, the cost for the repairs could not be reduced by warranty. That, however, was not true. A check with Carrier showed that the warranty does not expire until October 27, 2025.

      Because the heat pump was working well with no indication of any problem, and because Service Today had misrepresented my still in-force Carrier warranty, I wanted nothing further to do with Service Today. I called and asked them to cancel the remaining part of the service contract, refunding the $180.00 cost. They refused saying they would not do that.

      Business Response

      Date: 11/06/2022

      Good Afternoon,

      We will be refunding the entire requested amount of $180.00 to the customer with our apologies.

      Customer Answer

      Date: 11/16/2022

      Better Business Bureau:


      I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
      **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

      My complaint has not been resolved.  The promised $180.00 refund that I agreed to has not been made.  Please reopen my complaint, and demand that Service Today  issue the promised refund to me.


      Regards,
      Complaint ID: 18299346
       



       

      Business Response

      Date: 11/18/2022

      I apologize for the confusion. A refund check was not issued. The $180.00 refund was made directly to the card used to make the original payment. The authorization code for the refund is: AuthCode:04791D. The PNRef:********2. Please check with your bank.

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