Complaints

This profile includes complaints for Certified Heating and Cooling, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Certified Heating and Cooling, Inc.

  17311 Alico Center Rd STE A Fort Myers, FL 33967-6020

  
• 

  Certified Heating and Cooling, Inc.

  20771 S Tamiami Trl Estero, FL 33928-2806

  
• 

  Certified Heating and Cooling, Inc.

  4851 Tamiami Trl N STE 200 Naples, FL 34103-3098

  

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:08/13/2024

  Type:Service or Repair 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.

  The problem occurred on 8/9/24, I have a yearly blue ribbon contact Certified heating and cooling in ***************. Approximately 6 months ago they did a service on my air conditioning and again on 8/9/24, they recommended coming out twice a year, after the service on 8/9/24 the service agent told me he found a something in a drain line by the air handler and called his supervisor because in overflowed into the unit and had damaged some insulation and needed to be dried out so it wouldnt rust and wanted me to pay for the repairs of ******* This is a service I pay for that caused damage to my ac system. I also was told that his supervisor would be calling me later that afternoon. I have not heard from any one. The last thing I want to do is go to small claims court but Im not going to let this go.

  

  Business Response

  Date: 08/19/2024

  To whom it may concern, this challenge has been resolve and was a communication misunderstanding and customer is made whole. 

  Customer Answer

  Date: 08/19/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/17/2024

  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.

  My Complaint is longer than 2000 characters. I will upload it with supporting documents. The only document that I was unable to upload is the initial inspection report because of the file size. I can e-mail it or print it out and mail it. This inspection report is important to my complaint

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 22001625
  
  I am rejecting this response because:
  
  Hi, My name is *************************, I am ***************************' Caregiver and have been assisting her with a complaint that I just filed this morning on her behalf against Certified Heating and Cooling. I uploaded the detailed breakdown of the complaint with supporting documents and photos. I was not able to upload an inspection report that is critical to the complaint because the file was too big.
  
   
  
  I am attaching that report to this e-mail. If there is any issue accepting this in this e-mail please let me know
  
   
  
  Thank you  very much and I appreciate your time.
  

  

  Business Response

  Date: 07/26/2024

  To Whom It May ********************* were contracted on November 23, 2023, to replace the customer's **** systems, clean, and perform Aeroseal treatment on their duct system. During our field supervisor's initial visit, the customer expressed concerns about a persistent mold issue in their home. This mold problem has been ongoing since before the hurricane that affected our area in September 2022.
  Our field supervisor informed the customer that the only guaranteed method to ensure there was no mold in their duct system would involve testing by a mold remediation company. If mold was found, it would require replacing the duct system, which would necessitate removing ceiling drywall in their condo. The customer declined this option and opted for duct cleaning, disinfection fog, and indoor air quality improvements in the **** system instead.
  We proceeded as contracted, installing the **** systems, performing duct cleaning, and applying the Aeroseal treatment. During this process, we encountered a condensation issue in the customer's bathroom, caused by a humidity issue and a clogged vent. Despite our efforts, the condensation issue recurred. We returned to address the problem, successfully resolving the vent issue, and I personally assured the customer that we would cover the cost of repainting the bathroom due to the inconvenience caused by the condensation.
  The customer then requested a visit from my field supervisor and installation manager to discuss their concerns about the mold and duct work. During this visit, the customer insisted that all duct work needed replacement and claimed we did not adequately clean the ducts. The situation escalated when the customer threatened legal action and verbally abused my employees, leading them to leave the premises and report the incident to management.
  After reviewing all interactions and work performed for this customer, it is evident that the issues they are experiencing predate our involvement and are not related to our services. We were contracted to replace two **** systems, clean the ducts, and seal inaccessible duct work. The customer chose an alternative solution to avoid more extensive duct replacement and remediation.
  I have offered the customer the option to open an insurance claim with our insurer, which they have done. Our insurance company has reviewed the situation and determined that we are not responsible for the issues the customer is claiming. I have communicated to the customer that we are willing to cover the cost of the bathroom repainting, as previously promised, but we cannot take responsibility for pre-existing conditions in their home.
  The customer is now seeking resolution through the Better Business Bureau. We believe this claim is unfounded and not in line with BBB guidelines, as we have made every effort to address their concerns and provide solutions within the scope of our contracted work. We remain committed to resolving any legitimate issues and ensuring our customers receive the highest quality service.
  Thank you for your attention to this matter.
  Sincerely,

  
  **************************;

  
  Certified Heating and Cooling

  
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22001625
  
  I am rejecting this response because:

  
  I am rejecting this response because:
  
  First off, lets get something straight here. This complaint isn't about them not being able to remove the mold. That is irrelevant. It is about Certified not performing what was required in the contract, the health risk they created by not doing what we requested as the customer and what they were contracted to do and then they kept the money paid to them for services they intentionally failed to do. We feel that is Consumer Fraud and Breach of Contract and Gross Negligence.
  
  Applying the Aerosol was only to be applied after the ducts were cleaned, not before. Applying it before the cleaning is negligent and Consumer Fraud since they were paid in full for that service. Certified knew it shouldn't have been applied. It never should have been applied until **************** contacted us to inform us whether or not they were able to remove the mold. That was their job. At that point we would have contacted the experts iMold and ***** who are the companies that provided the reports and photos supporting this complaint. They would have tried to remove the mold. If they failed we were prepared to replace the ducts. Anyone in their right mind would have tried cleaning the ducts FIRST before replacing them. We were prepared to have Certified replace the ducts if iMold could not clean them. It was imperative that the mold be gone. **************** knew that.
  
  They knew the ducts were not cleaned and we feel it was all about the money. Their actions put ****'s health more at risk than it was before by not telling us there was still live black mold in the ducts. Like we stated, it is irrelevant whether they could remove the mold or not. It is about **************** failing to contact us after the cleaning was to take place. He was explicitly told he was to contact us if he was not able to remove the mold. He didn't. **************** was aware how sick **** is and how critical it is that the mold be removed. That is Gross Negligence. **************** stated that he sealed inaccessible ducts. There were no inaccessible ducts. Certified sealed all the ducts which included all the dirt, dust and debris that should have been cleaned out of the ducts at the very least.  
  
  Please note that all the documents and photos that support the complaint come from 3rd party experts in their field and that they made the determination in the reports and it was their pictures showing that the ducts were never cleaned, not ours and according to the real experts they became uncleanable due to Certified Heating and Cooling negligent act of applying the Aerosol treatment before verifying the ducts were cleaned of the dust, dirt and debris and yes the mold in possible but at the very least the dust, dirt and debris. That treatment sealed everything in it including live mold. **************** stated that he rented a duct cleaning machine as his proof he did the duct cleaning but the photos showed the technicians never used it. It doesn't make any difference what **************** says because the pictured don't lie. The 3rd party pictures and the expert reports confirm that. These are the same two technicians that Certified terminated for their actions regarding the condensation issue at our home which required the bathroom to be repainted. These are the same employees that were supposed to do the duct cleaning. The reports and pictures confirm Certified failed in their duties and is responsible for the actions of their employees and those actions damaged the ducts in my home beyond repair. We feel that is Breach of Contract, Gross Negligence and Consumer Fraud.
  
  They have made no effort to try and fix this. When they came to the condo after showing them the report and some of the pictures they became very defensive when we told them they need to fix this. All they did was offer to refund the duct cleaning and that was all. Why did they make the offer unless they knew the ducts did not get cleaned. Tempers did get raised.
  
  During our last phone conversation **************** attempted to bribe us into keeping quiet about this by not filing reviews or filing complaints like this one. He offered us an unspecified amount of money which included a NDA. We refused. If Certified has no responsibility in this matter and since they stated they did nothing wrong and completed all that they were required to do then why are they trying to buy our silence. Sounds like guilt to us. We refused his attempt to keep us quiet but they have tried this before as you will see if you go to ****** reviews and look up Certified Heating and Cooling..   
  
  All we are asking for is to be reimbursed for the out of pocket costs to replace the ducts, the reimbursement of the duct cleaning, the Aerosol spray cost and the repaint of the bathroom. **** paid this company over $40,000.00 and she feels abused.
  
  Thank you for your time
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/13/2024

  I have spoken with you multiple times and have made our position extremely clear. You have opened a claim against our insurance company for the challenges youve encountered, and if they decide to pay out a claim that we believe is not justified, that is their decision.

  In fact, we did clean your duct system with our duct cleaning machine, and we did perform Aeroseal on the duct system. We informed you that the only way to achieve a perfect result was to replace the duct system, but you chose to attempt to fix it instead because you did not want to pay for drywall replacement. We believe that we fulfilled the work we were contracted to perform and have met our obligations under the contract.
  I offered to paint a bathroom for you and to refund the cost of your duct cleaning if that would satisfy younot because we did not perform the work, but as a gesture of goodwill. Additionally, I mentioned that to settle this matter, given your attempts to slander our name for things we did not do, a Non-Disclosure Agreement (NDA) would need to be signed. This issue is now in the hands of our insurance company, not mine. If we are found to be at fault, you will be rightfully compensated through our insurance company; that is why we have insurance to protect our customers.
  I understand that you are using the Better Business Bureau (BBB) to try to collect a debt you feel is owed. Im sorry that the result is not what you were hoping for, but at this point, there is nothing more I can do for you beyond offering the resources of our insurance company, which you have already engaged. They can sort this out.
  Thank you,
  *******

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22001625
  
  I am rejecting this response because it is BS. The photos and reports from ***** and ***** said it all. These didn't come from us. They came from the actual professional mold remediators. Those pictures and reports are from a third party who had nothing to gain or any financial interest in what was reported and documented in the reports and photos. Then you attempted to keep us quiet by trying to buy us off. Why would you do that if not for what we say is the truth. It isn't relevant whether you had a duct cleaning machine or not because those two employees that you fired for their subpar work on another matter at my condo and that is the reason you said you would pay for us to get the bathroom repainted. You were paid over $40,000.00 and I expected more from your company like doing the job you were paid to do. And regarding any slander. It is hard to dispute the facts and photos that back up every word we speak. 

   

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair 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.

  Hi. We were under an annual maintenance contract through July 2024. A technician came to our home 2/21/24 for a scheduled preventative maintenance. When he was leaving he pressured us into renewing this maintenance agreement months ahead of our renewal in July. He explained we could cancel before using any of the included services and only showed me signature boxes for the contract. I didnt not have an opportunity to read anything. Just to sign. We found out a few weeks later in March we are moving back to ***** for work reasons. I called certified heating and cooling last week to cancel our $372 service contract which we will not use and have not used any services. We listed our home for sale today. The representative, possibly named *******, said the fee we paid is non refundable which contradicts what the service technician told us when he was onsite. We havent used any services related to the preventative maintenance renewal and the information presented by the technician did not say this was non refundable or else I would have waited until our current maintenance agreement expired in July to renew. The company is unwilling to help us or refund the $372 we paid for future services. We would appreciate the BBBs help with a refund. Thank you for your time and consideration.

  

  Business Response

  Date: 04/13/2024

  Christian- and BBB I would like to respond as the challenge has been resolved, was a communication error and had been corrected thank you *************** for being a valued customer! 
  

  Thank you

  **************************;

  Customer Answer

  Date: 04/15/2024

   
  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.
  

  Thank you to ******* and his team for help resolving the issue. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/22/2023

  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 purchased a maintenance agreement ($216) from Certified to have our HVAC serviced twice. Oct visit deferred to Feb due to hurricane. We communicated to the company scheduler that we would also need our 2 ** light bulbs replaced. The technician arrived and worked on both the inside and outside units. The tech said our ballast was bad and that the company no longer dealt with this ** company. He then put the new bulb in and showed me that it did not work. We asked if the ballast was under warranty and he said the hurricane voided our warranty. The light bulbs were on and working prior to him coming that day. He told me that we could buy a new system but that the ballast they sold now would only have one light so we would need to buy two ballasts. My husband contacted Certified to find out more about our warranty because the hurricane did not affect our lights. Certified told us it would cost $426.85 in labor to replace the ballasts and light bulbs under warranty. We were not pleased to see how expensive this was so we consulted with another HVAC company who said they dealt with ** lights. While we waited for the warranty quote from Certified, we noticed that our water sensor under our unit was now on and there was a ton of water under it. I looked under the unit and could see ice forming. Now, we called the other HVAC company and they looked at the outside A/C he had checked and said our freon was at 3 and that was why it was freezing up. They filled the freon to 10 and then looked at the ballast unit. The new technician moved a wire and the lights went back on so the ballast was fine. It appears Certified did not check my freon and did not know how to replace the ** lights (or did something to it) to trick us into spending money on two ballasts we did not need. It cost me $885.00 to fix my unit so the unit would not freeze up and test the ballast. It is very suspicious that all went bad after his visit and no checklist was sent.

  Customer Answer

  Date: 02/22/2023

  Hello,

  It was the third attachment to this email.  I am attaching again.

  *****

  

  Business Response

  Date: 02/22/2023

  Good afternoon . This is *************************** the operations manager for certified heating and cooling . My Customer support team has reached out to the customer on 2 different phone numbers and sent out a email to speak with them about their concerns today . I have also reached out and left a voice mail with *** and sent him a email since his name is on the account. I have reviewed the information and there looks like there was some miscommunication on our last maintenance visit , I would love to address our customers concerns and also get this to a resolution, feel free to let our customer know we would like to speak with them to get to a resolution. 

   

  My email is ********************************************************* 

  Thank you