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:07/18/2023

  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.

  On 2/3/23 I purchased a total HVAC system and duct work from PERFORMANCE air-conditioning, electrical &plumbing for $18, 425.00 My contract states all new equipment. The salesman, ****, knowing that the airhandler to be replaced was located in the rafters insisted that the new unit would fit on the floor of the garage without impediment to parking both cars in my garage. Upon installation the stairs coming from the house going into the garage had to be removed to accommodate the new unit causing a hazard and loss of obtaining homeowners insurance. The second issue was a light switch being moved to the other side of the door leading into the garage to accommodate the new unit. While moving this line the electrical workers criss-crossed other wires in the house causing loss of electricity in half the house and wires burning out. After several attempts by their electrician power was partially restored. Upon new lights being installed where they were missing during the 3 attempts to rectify the problem we find that they did not restore power to 3 locations in the house. The 3rd issue is that previously stated in the contract that all equipment will be new. The installers reused a return and when I asked for a new one that is clearly stated in my contract I was told that it would cost me $1,000 extra. I spoke to ***, their installation manager, on several occasions and *** came with an electrician to try and fix the electrical problem and talk with me about my concerns. *** agreed to come back and move the equipment to the correct location, move the light switch to its original position, restore electricity to the parts of the house not receiving power, replace the steps and give me $1,000 refund for using my old return. It has been 5 months since this was promised. I called on Wednesday July 5th asking to Speak with ***. I was told that they were leaving him an email. I called again the next day and was told the same thing. Nobody has returned calls

  

  Business Response

  Date: 08/01/2023

  We appreciate the opportunity to review ****************** concerns. Our Operations ********* currently assisting with his concerns and has scheduled for a technician to return to the home today, August 1st, to assess the unit and create a plan of action. We appreciate ********************** cooperation in the matter while we work to get this resolved for him.

• Initial Complaint

  Date:07/05/2023

  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.

  We see the many positive reviews, but with us, they blew it. I own a 47 year old service firm, " TeamCAI". If one of my techs had left with (Any thing similar to) a two year old device (mini split) still inoperative, charged over $250 a pound for refrigerant that retails at less than $20 locally (****, etc.). Almost half a grand for a failed service call (And the Amazon retail price is only $699 brand new). Absolutely pathetic. We're printing copies of the invoice to share with others. Beware! Left with it not cooling.

  

  Business Response

  Date: 07/12/2023

  Our Customer Relations Manager reached out to ************** to discuss his concerns. We discussed that we provide flat rate pricing for out services that includes materials, labor and any applicable warranties on the work we provided and we present this cost upfront to our customer so they can make a decision on if they would like to move forward with the work. ************** agreed to the price and for the service to be completed at the service call on 7/3/23. When we were notified the unit was not working since this visit and we offered to send out a tech to reassess the issue but ************** declined. Based on his cost comparison he researched, ************** was looking for a full refund from our service visit. We reviewed the picture included with the complaint and the refrigerant shown is for a vehicle AC system and is not the type of refrigerant his system requires. The unit he has is his home uses R-410a refrigerant. To resolve this matter for customer satisfaction we did agree on an amount for reimbursement. ************** was satisfied with our response at this time. 

  Customer Answer

  Date: 07/14/2023

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

• Initial Complaint

  Date:06/30/2023

  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.

  New ac unit installed for by Paradise air, at which time we paid for a 4 year biannual maintenance plan. Paradise later merged with Performance ac. and service hasn't been the same. We have had challenges since. The problem at this point is scheduling the prepaid maintenance services. Twice now, a 4 hour window was scheduled only to be canceled and then told no additional appointments for a month or more. The first time it was resolved however this most recent instance has been awful. I called to try to coordinate a more reasonable reschedule and the person I spoke to agreed it was too far out for a prepaid "member" and said a supervisor would return my call. I received a voicemail the next day requesting a call back, which I promptly returned, and left a message with someone. I didn't hear back so tried again. And again. And even more. Sent an email to someone that helped with our prior issues, and no response, to two separate emails. I tried both methods again yesterday and indicated if no response I'd go through BBB in an attempt to resolve. At this point we want a return call and refund on the remaining prepaid services, so we can move to a more reliable and trustworthy company.

  

  Business Response

  Date: 07/12/2023

  We appreciate ****************** bringing this experience to our attention. Our Customer Relations Manager reached out and apologized for the last minute cancellation and we're reviewing this matter internally to ensure this does not continue going forward. We have our representatives ask if a customer is able to reschedule their appointment if we're making outbound calls due to volume of inbound calls for service visits, but we should not be requiring our customers to reschedule. We honored ******************' request to cancel her maintenance contract and refunded the amount for the unused portion of the plan. She accepted this refund to resolve her concern. 

   

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20253381
  
  I am rejecting this response because: no refund has been received as promised. I will accept upon receipt of refund. 
  
  Sincerely,
  
  ******/*******************/*******

  Customer Answer

  Date: 07/27/2023

  This response was provided verbally to BBB:

  As of today, we have not received a refund from the business.

  

  Business Response

  Date: 08/01/2023

  We have confirmed that the check that was issued for Ms. ****** was issued and mailed on 7/24/23 check #**** and amield to the address on file. The check should have been received by now, please reach out if it has yet to be received and we will confirm it has not been cashed and issue a new one. Thank you for your patience in this matter as we now consider this matter resolved.

  Customer Answer

  Date: 08/03/2023

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

• Initial Complaint

  Date:06/27/2023

  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.

  The Transaction date 5/28/2021 - August 11/2021 They never have the Permits to install the 4 A/C New Units, The ************* need the permits for the Inspection ASAP. The Owner pay in total $9,632.00 We need they pull the 2 Permits, because if we have no permits the owner have to pay the penalties we not reason, she already pay.Thank You *********************** Property Manager.**************

  

  Business Response

  Date: 09/19/2023

  Thank you for providing us the opportunity to address and ultimately resolve the concerns with regards to the property managed by ****************. Performance partnered up with Paradise and ultimately took ownership of the lack of permitting originally done by Paradise. We worked with the customer and pulled permits for the work completed and are waiting to schedule the final inspection with the customer. We appreciate their patience in the matter and once the inspection is complete, we consider this matter resolved" 
  

• Initial Complaint

  Date:03/27/2023

  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.

  Performance AC, *********************************************** installed two new air conditioners at my residence. I was quoted thermostats that they never installed. I was verbally told they would upgrade me to electronic air filters to replace the 5 filters. They installed only one. No communication about the other one. Installed the plumbing in my upstairs unit and now Im unable to put the door back on and close it. They wanted to bring in a handyman to fix the door issue. Im a handyman so I asked them if I could to do it myself and they could pay me for my time. They verbally agreed but now Im unable to get ahold of anyone to verify this before I fix the problem. Im very frustrated with the lack of communication with the company and there management. I have grown very upset and dont know what else to do.

  

  Business Response

  Date: 04/12/2023

  Thank you for the opportunity to respond to this complaint. Our Operations Manager reached out to ****************** to discuss his concern. We have scheduled the contractor for repairs for ******************** home. Also, the electronic air cleaners were ordered and we are scheduled to install them on 4/13/2023. Our Customer Relations Manager has also been in contact with ****************** and we will be refunding the difference between his new and old thermostats. We will follow-up with ****************** after the electronic air cleaners are installed and the repairs are done to ensure everything has been completed to his satisfaction. He is satisfied with our response at this time.

• Initial Complaint

  Date:02/20/2023

  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.

  I was only getting partial heat would not heat to thermostat setting. The technician said my heating unit was only half working they would have to order a new kit cant get parts whole kit and service call $89 and kit $472.00 my parts are still under warranty the invoice says heater kit nothing about labor. Customer ********************** tells me this is the warranty labor charge I told him all it says is heater kit nothing about labor I should only pay about $200 the he wanted to transfer me to someone else that was warranty labor charge. The unit was bought 8/7/2020 I fell this is way overcharge and he was very rude just saying the same over. Please Help

  

  Business Response

  Date: 03/07/2023

  Thank you for providing us the opportunity to address ******************** concerns. Our customer relations manager was able to review his file with him and gain some clarification on his warranty. We were able to provide **************** with a partial refund and consider this matter resolved. He should expect to see this refund in the next 3-5 business days.

  Customer Answer

  Date: 03/20/2023

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

• Initial Complaint

  Date:01/06/2023

  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.

  My husband and I purchased a new air conditioner from Performance Air in June 2020. We have had issues for the entire time of having the new system - issues that should not happen with a new system.On Christmas Eve (2022), we scheduled an appointment to fix our heating (cold air was blowing out instead of warm air). A Performance technician came out and after hours of working said it was fixed. He said that there was a problem with the heating element and he said he fixed it. We commented on the loudness of the system. The technician said it would get quieter after the system was on for a while. The sound did not decrease and we turned the system off. When we turned the system back on, we noticed that the air was still not warm. We paid over $200 for the repair.We again called Performance Air for repair. A technician from another company came out on 1/2/23 in response to our call to Performance Air. This technician said that the system we had was not for propane gas, which we use, and instead was for natural gas. When this technician called the Performance *********** he was told to do nothing more because the system would be replaced.On 1/5/23, technicians from Performance Air (actually from a company that had just merged with Performance Air) came out and installed a new AC unit in our garage. They still need to install heating. We have no receipts for the visits (my husband was told they would be emailed, though we havent received them yet). We dont have a date for the heating to be installed. We have thought about the money we have spent on the system since June 2020 ($2000 to $3000) and now understand why we have needed to call for repairs - the wrong system was installed. We feel we should be reimbursed for the money we have paid Performance since June 2020, especially since we have a service plan with them and are still paying for a system that cost over $10,000.

  

  Business Response

  Date: 01/13/2023

  Thank you for providing us the opportunity to attempt to resolve Mr. and ******************* concerns. Our Customer Relations Manager ******* has attempted to reach out to Mr. and ******************* by way of telephone on 5 different occations since the end of December. We encourage Mr. and ******************* to call us at their earliest convenience to discuss a resolution for them.

• Initial Complaint

  Date:12/28/2022

  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.

  In January 2022 a new *********** 3.5 ton 16 seer **** system was installed -at a cost of $8903.00 .I was informed by the installers and the sales team that the Nest thermostat I had was fine to use with this system. We left the house with the A/C on for 60 days August and Sept of 2022, and upon our return discovered mold throughout the home. On the first day we returned (10/1/20222)a technician for the company (**********) performed an inspection and said we needed a UV light and a bronze membership that would include priority service- He charged $1265.00 for these services, however the humidity in the house continued. We hired a cleaning service to clean the vents and sanitize the system on 10/2- as we were not able to sleep on the home due to the mold. This service (*********************) charged us $900,00 to clean and sanitize the vents. The second Tech came out twice in the next week and determined that the thermostat was not removing humidity-(**************)and was authorized by the service Mgr ************ to replace the thermostat with an ***************** designed to work with our system. under warranty. The tech also changed all of the dip switches on the **** system. Finally on 11/8/22 a senior tech for the company came out and diagnosed the new thermostat was not wired correctly and was not removing humidity and the cold air return was undersized. He corrected both and the system began to work as it should. The slip covers on all furniture were sent to a cleaners at a cost of $228.80, the pillows that were thrown away were replaced at a cost of $264.78. Shoes and belts and purses that could not be cleaned were thrown away. My wife and I spent countless hours scrubbing the walls and floors and furniture to remove the mold. ************ the service manager has a copy of these receipts, as well as pictures of the damage and my complaint. ************ -who promised us restitution will not return calls or e mails. Total requested refund is $2658.58

  

  Business Response

  Date: 01/06/2023

  Thank you for providing us the opportunity to resolve ******************** complaint. We have come to an amicable resoltuion with him and consider this matter resolved. **************** will be receiving his refund within the next 5-7 business days via mail, and we would like to thank him for his patience in getting the matter resolved.

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising 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.

  On or about August 21, 2020, I contracted with this company for an electrical service upgrade including installing a ******* panel, new grounding system and surge protection. I paid $5,363.00. After the installation occurred on or about August 28, 2020, I followed-up with company on numerous occasions to ensure that the inspection occurred. It not until June 2021 that the company took out a permit for the work. According to the permit, the job value was $2,300, three thousand dollars less than I paid. On or about June 30, 2021, their work was inspected and failed. I then had to follow-up with the company on numerous occasions to have them come out to rectify the reasons that the inspection failed. They twice made an appointment to come out (January 4 and January 26, 2022) and then they failed to come/cancelled. Finally, they came out on February 15, 2022, and instead of rectifying the job -- they wrote up an estimate for me to pay for the additional work. I refused to pay more and complained. On or about February 23, 2022, they finally came out to finish the job. Since then I have been calling the company periodically to request that they schedule the re-inspection. Two times I called I requested to speak to a manager. No one ever called me back. So the last time I called (October 24, 2022) I once again requested to speak to a manager and wrote down the person I spoke to, *****.

  

  Business Response

  Date: 12/20/2022

  Thank you for the opportunity to reach out and work with ******************** to resolve her concerns. We are currently working with her in getting this taken care of and the inspection is now scheduled for December 22nd. 

   

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18436223
  
  I am rejecting this response because it addressed only half of my complaint.  The re-inspection did occur on 12/22/2022.  However, my concern regarding being overcharged and the inconvenience for the two year ordeal has not been addressed.  I last spoke to a ******* but she never called back.  I left another message for her on 12/23/2022 but have not received a response
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/04/2023

  We appreciate the opportunity to correct any repairs at Ms. ********* homeand appreciate her patience in the matter. We have been able to come to an amicable resolution with ******************** with regards to compensation and all matters have been resolved at this time.

• Initial Complaint

  Date:08/25/2022

  Type:Sales and Advertising 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 purchased a new RUUD from another company in Dec 2020. On Aug 15th, I noticed the system stopped cooling. I contacted the company that installed the AC and was provided a quote to replace the TXV. I then contacted Performance to get a second quote. The technician said I needed 5 lbs of refrigerant. I asked why, it would just leak out. He responded that the refrigerant was needed to locate the leak. He said the cost would be $278 / lb but if I purchased the bronze maintenance agreement for $120, his supervisor would probably approve $100 / lb. I had an out-of-town guest, so I said ok but what happens if it leaks out. He said, they would cover the cost to replace it. After the technician filled the tank, he discovered the leak in the condenser coil and said it would cost $1,667 with the member discount. I'm now trapped into using them to replace a warranty item at an exorbitant cost or lose the now $734 I owed: $89 call out + $25 fuel surcharge + $120 maintenance program + $500 refrigerant.
  
  On Monday, I tried to reach Jason, the technician's supervisor and was met with resistance from the dispatch crew. I'm now day 4 without AC and quoted 2x more than the first company I called. I spoke with Antoinette, Dispatch Mgr, about discounts and the cost of the refrigerant. She advised there are no discounts and the refrigerant was included in the $1,667. So, I'm thinking I should be refunded the $500 I already paid.
  
  Later that day, Jason returned my call and advised that he was "crediting" me the $500 but said the cost is still $1,667. He said the refrigerant is NOT included in the cost, thus the entire $1,667 is labor. Total cost $2,401.
  
  If Dave G. (owner) and his investors continue its investments in local companies, creating a monopoly, there will not be fair competition. Per the company's site, they have acquired 20+ companies in the past two years. ******************************************** Attorney General, Florida Sales Tax, IRS please take notice!

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Thank you for providing us the opportunity to review and resolve **. ******* concerns. We were able to reach out and come to a resolution and will be providing her with a refund. Its very important to us that our customers do not loose faith in our ability to provide them with excellent customer service and we fell short in the service of **. ******* home. We apprieciate her patience in this matter and hope she allows us another opportunity to provide her with the type of service we pride ourselves in.