Complaints

This profile includes complaints for ProMag Energy Group A/C & Heating, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ProMag Energy Group A/C & Heating, Inc. has 6 locations, listed below.

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• 

  ProMag Energy Group A/C & Heating, Inc.

  Orlando, FL 32805-1276

  
• 

  ProMag Energy Group A/C & Heating, Inc.

  4106 METZGER RD Fort Pierce, FL 34947

• 

  ProMag Energy Group A/C & Heating, Inc.

  7660 SE 59th Ct Unit 102 Ocala, FL 34472-9275

  
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  ProMag Energy Group A/C & Heating, Inc.

  2815 Bolton Rd Ste A Orange Park, FL 32073

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  ProMag Energy Group A/C & Heating, Inc.

  3805 Investment Ln Ste 3 West Palm Beach, FL 33404-1777

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:05/20/2024

  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 air vonitioner unit. Inside and outside it stopped cooling three days sho, purchased June 3023. Today 05/24. After paying $95 for assessment of unit I was informed I had defective coils in inside unit leaking cooling gas. I was informed by owner, that coiled will be replaced by warranty. However I was responsible for cost of gas. Total gas coverage will be ****** I disagree with gas cost cost if the coils are damaged is reason for gas leaking

  

  Business Response

  Date: 05/21/2024

  Please be advised we did explain to the customer the (1) Evaporator Coil is leaking , just the one coil. The Coil is covered under the manufacturer warranty in place from the system purchase, so the coil would be replaced at no charge to the customer.  Labor to install the Warranty Evap Coil will be covered by our company at no charge  under the labor warranty from the system purchase. The gas needed to recharge the system is not covered by a Parts or Labor warranty and would have to be paid by the customer. The Amount of $5700 is not the correct amount paid for the purchase of the system, it was $5500.00.  The total for the Freon required is $775 as we explained to the customer.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21737769
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************   If the coil is damaged the the gas has been leaking from the time the part was installed. Therefor I should not be responsible for gas leaked over 9 mths 

  

  Business Response

  Date: 05/28/2024

   The customer is incorrect with his diagnosis. There is a large hole, you can here it spewing out. This was shown to the customer so they are aware. That size of a hole will cause the Freon to leak out in 1 day. As explained the coil is under warranty and the labor is under warranty, the cost is for the Freon. We would be happy to get this work completed right away, but that is the cost of the Freon. 

• Initial Complaint

  Date:11/15/2023

  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.

  recently, pro mag energy did their annuel service of the furnace and ac unit they installed.. since then, the carpet in the furnace room has been saturated. they said the ckeared the line,but would not do a callback without another service fee. this is an unfair tactic and i shouldn't have to pay twice for the same thing. please see what you can do. i am an expert at spreading bad news concerning commerce.*********************

  

  Business Response

  Date: 11/30/2023

  Please be advised we have addressed Mr. ************** issues.  The customer has stated he is satisfied and will withdraw is complaint from the BBB as of today 11/30/23. Thank you.

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service 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.

  10 YEAR PARTS & LABOR WARRANTY ISSUE: We purchased new A/C system from Promag Energy in July 2015. We were talked into purchasing 10 year warranty which clearly is written on our receipt as "10 yr Parts & Labor." It does NOT say parts only, and it does NOT say labor only, and it does NOT say only good for five years and we aren't going to register it. No where on the receipt or in the information provided to us did anyone tell us that this warranty was NOT through Promag, or that there was anything we, as the customers, needed to do to register it or activate it. Now that we are having an issue with the system, on year 8, we are told by Promag that we only had a 5 year warranty with the manufacturer (but when we look that up, it was never activated/registered, although it does show the purchase), and that after 5 years, we were supposed to somehow know, without being told, that we would need to re-register it...and then later during one of the phone calls today, we were told "That's not how we do things anymore." Basically, we paid for a warranty that they will not honor. We are the original owners/purchasers, and we have the original documentation. This is not a company I want to continue to conduct business with.

  

  Business Response

  Date: 11/06/2023

  Please be advised when this HVAC System was purchased on 7/2/2015, the customer was required by the manufacturer to register the warranty.   At the time of install the booklet that was left with the system would list instructions on how to do so. Personal information from the customer, including a social security number,  would have been required.  If the warranty was not registered at the time of purchase then the automatic basic warranty would be 5 years. Thank you.

  Customer Answer

  Date: 11/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that I will not get a satisfactory resolution to this situation,  but am not going to spend any more energy on this company. Thank you for your time and efforts.  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/16/2023

  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.

  I called Promag energy when my air conditioner quit on august 5,2023. They came out and diagnosed the problem telling me the circuit breaker kept tripping and that I needed a totally new unit. I agreed to have them install one and they did the next day. The installers could not get the new unit to work as the circuit kept tripping just as the old one had. They found the short and now the unit works. Seems as though that was the problem all along…The initial technician was to come back and check the installers work and install a surge protector. There was also a permit and inspection required.
  
  The technician has made a few appointments and did not show up.
  
  I have received numerous threatening harassing calls from promag demanding payment in full. I have made them aware that I have no plans to make payment until all work is performed. They are 99% done with the job. I don’t understand why they need to stress me out. They have numerous terrible reviews online and I am concerned about making payment prior to them completing the job.

  

  Business Response

  Date: 08/28/2023

  Please be advised that the install mentioned in the complaint is 100% completed and working to specs. The only issue at this point is completing the final inspection and this cannot be called in until the customer returns home after September 18th 2023. We will call in the final as soon as we are notified the customer is available.

  Thank you.

  

  Business Response

  Date: 09/12/2023

  We find these allegations to not be true.  We explained a new digital thermostat was included with this system and that is what we installed.  The customer is now requesting a new programable thermostat, this was not included in the price of the new install. The system was installed and cooling on 8/6/23.  No payment was paid at all until 8/24/23.  The permit has been issued and at this point we are waiting on the customer to return home in order to set the final inspection.

  Customer Answer

  Date: 09/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Promag is suggesting they the reason for not completing the job is because I am out of town.  Reality is the unit was installed on 8/6/23.  We went out of town on 8/29/23.  That is 23 days after the installation.  Reality is that Promag did not show up several times to complete the job…  Reality is that they were upset because I told them I would withhold payment until the job was complete. Reality is that I was told that the inspection would be done the day after they placed the permit in the window.  Apparently,  after they viewed the job they discovered that additional attention was required prior to an inspection…In regards to the thermostat I was completely satisfied with out “high end” programmable thermostat. Promag installed a cheap non programmable one.  I called the manufacturer of our exsisting thermostat and was made aware that our thermostat is compatible but needed an adjustment.  Apparently the  Promag technician ??? did not have the necessary knowledge to adjust it.

  I am glad that I elected not to pay them until the work was complete as I do not think anything would have been satisfied.  I did pay them after constant threats and demands that if not paid immediately there was a individual at the court house applying a lien on my home.  I was tottaly “bullied” by the owner into making a payment.  
  

  There inability to discuss the job in a reasonable manner without yelling never even gave me the opportunity to address the damage to my floor.  
  Gouges in tile,  garbage left behind and screws discovered in my garage and driveway left me with a bad taste.  Apparently that is the way Promag does bussiness.  In and out and on to the next job. 

  It’s also worth noting that when the initial evaluation was diagnosed the circuit would not reset and we were told we needed to replace the 6 year old unit. Interesting and suspicious that when the new unit was installed we had the same issue of the circuit popping.  It took the mechanics two hours to find the short in the system.  No way to prove it but Promag just want to replace new units because that’s where the $$& is.  No reason to pay a educated / experienced technician.  Just a couple of guys to install new units.  

  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/15/2023

  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.

  IN 2021 this company installed a new air conditioner in my house. About several months ago we started to have water leakage in the garage area. Technician arrived and explained that there is a problem with the drainage pipe that connected to air conditioner. Apparently when the company installed the air conditioner, the placed a new unit on the old condenser box. Technician advised us to change the drainage pipe which we completed with another company ****** ***** ***** *** company advised us of the issue regarding old condenser box and said we need to change it as well. When we contacted ProMac and advised them that they need to come to the house and fix it, they told us to go ahead and contact ***** ***. They were very unprofessional: Supervisor Christie, and Manager Steve were plain rude, and vicious. They said its not their problem, and they stated that they will never come to our house anymore. This is a horrible company.

  

  Business Response

  Date: 08/18/2023

  We would like to respond to this case, our customer on file is **** ******  ****** installed a HVAC system at this property on 2/8/2021.  This System install has passed inspection with the Osceola County Building Dept certifying that it was installed correctly and working properly. We were called 5/4/23 to this home for a water issue. At that time our Technician advised they needed a Condensate Pump or the issue will continue to occur. Our Technician never mentioned a need for a new drain line. This customer decided not to go with our recommendation and called another company, ***** ***. They purchased a new drain line install from ***** *** but have continued to have issues. We received a service request stating they are still having water issues after installing the new drain and wanted us to come out.  Since we did not install the new drain line nor did we ever recommend a new drain line we advised the customer to call the company that did the drain line install for them. Our recommendation was a condensate pump.  I have attached the signed invoice from 5/4/23 to clear up any confusion about what we recommended.  Drain line sludge issues and condensate pumps are not part of a HVAC installed unless purchased separately. All parts on the HVAC system are of course still under warranty from the manufacturer.
  
  

• Initial Complaint

  Date:07/03/2023

  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.

  Subject: Complaint against Promag Energy Group - Request for Investigation
  
  Dear Sir or Madam,
  
  I am writing to file a formal complaint against Promag Energy Group, an entity operating in the Orlando area. I believe it is necessary for your esteemed department to conduct a thorough investigation into the activities of this company based on the following concerns I have encountered.
  
  It has come to my knowledge that Promag Energy Group has been involved in coercive tactics to suppress negative feedback and dissuade customers from expressing their legitimate grievances. This behavior includes threats of legal action against individuals who have voiced their concerns, demonstrating a disregard for free speech and fair consumer rights.
  
  I am one of those who expresses concern for the company's business practices on Google reviews.
  Regrettably, I do not possess the original post as I deleted it and replaced it with an update. Nevertheless, I can provide a summary of the key issues raised in my review:
  
  "In my experience with Promag Energy Group, I have encountered numerous challenges and inconsistencies. Their communication has been consistently poor, and they have failed to deliver on the promises made during the initial consultation. Additionally, their workmanship has proven to be substandard, resulting in recurring issues and additional expenses. It is my sincere belief that customers seeking reliable and professional services should explore alternatives to Promag Energy Group."
  
  I am attaching a screenshot of another customer they are trying to suppress.
  
  Given the gravity of these concerns and the potential impact on unsuspecting consumers, I kindly request that the Department of Business Regulation launch a thorough investigation into the activities of Promag Energy Group. I trust that your expertise and regulatory authority will help uncover any violations of industry standards or legal obligations.
  
  Thank you for your attention to this matter. I look forward to a prompt and comprehensive resolution that upholds consumer protection and fosters a fair and ethical business environment. If you need more evidence, please do not hesitate to contact me.

  

  Business Response

  Date: 07/18/2023

  To whom it may concern:

   The facts are that the review left by this customer contained false, misleading, defamatory information. The customer publicly posted false and defamatory information and we will not tolerate being bullied online. We simply advised customer to remove the false, defamatory statement or we would be forced to take legal action. If we had done anything wrong we would have sent to rectify the the situation right away. The customer has been made aware that the issues they have are electrical issues. Promag Energy Group has completed all work contracted through our company, with the exception of having the permit finalized due to non-cooperation from client.

   

  Customer Answer

  Date: 08/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we called them and they said they would not help. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 08/28/2023

  Hello, please be advised we see the customer responded to BBB 8/24/23 @ 11:57 AM  and said they did not accept our response because "they called us (Promag Energy Group) and we "would not help".  We did not receive any request for help from the customer until 8/24/23 @ 12:08 PM and advised we just needed at date to complete breaker change and  final inspection. We received a call back 8/24/23 @ 12:37 Pm and set work for 8/25/23. This was completed 8/25/23 @ 9:23 AM. The customer had a final inspection today 8/28/23 and the permit has passed final inspection. We have uploaded the Inspection Details from the City of Orlando for your review. Thank you.