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:04/12/2025

  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.

  Issues: False Advertising; Failure to Respond to a Request to Schedule a Follow-Up Visit for a Dishwasher Leak I have been a customer of ******************** since at least 2020 at our 2/2 condo. Cost of contract was $401.25 at the time. I used it infrequently as I have another maintenance contract with an ********** that sold us our 2 ton Carrier in 2019. In April 2024 I received a 3-piece mailing from Pride, which included a "Dear Valued Customer" letter re: Price Increase Summary dated February 24, 2024. My contract price was increasing from $474.01 the previous year to $554.26. I noticed on the new contract, Pride would no longer replace the Oven Range, the Dishwasher or Washer Dryer. The third item was a flyer with a kid wearing glasses: ************* It stated: "We've got you covered... ********************************** Calls, Emergency Plumbing". I assumed this was a truthful representation of the terms of their contract, but it was NOT. We had a dishwasher leak in March 2025 into the unit downstairs. It was on a Saturday night after hours, and then Sunday, I referred to their definition of "emergency": uncontrolled flooding (Terms 1.). I called my other service that DOES work on Sundays, and paid $373 to have their plumber come out and rule out a plumbing leak. He said it was the gasket around the dishwasher door. We kept the dishwasher shut off. I then called Pride, and their tech **** came out on a **************** call #1), looked at it and ordered a new gasket (5-7 days). Pride called me the next Monday, but since I work I was not available until Friday. **** came out and replaced the gasket (service call#2). It leaked again, so I called to schedule on Thursday, April 10, 2025 and Nikayla told me she could not schedule based on what **** had written, she would have to email the manager Art, and someone would call me the next day. NO ONE CALLED ME. I checked the terms: They DO have co-pays (2) they do NOT have unlimited service calls, with limits on repairs (5 & 6).

  Customer Answer

  Date: 04/27/2025

  Pride's operations manager ********* she or someone else said would call me back by Tuesday, April 22, 2025, when no one did, I called her and left a voicemail message on Wednesday, April 23, 2025. Neither she nor anyone else has returned my call.

  

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to respond.

  Following the submission of this complaint, I personally contacted the customer in an effort to reach an amicable resolution. During our conversation, she informed me that she had already replaced the dishwasher and had decided not to renew her home warranty policydespite this being the only issue reported in the several years of service weve provided. While this was her decision, I made sure to share all of the clarifications included in this response and provided my direct contact information should she have any questions in the future.
  
  Regarding the concern about emergency service: As outlined in our terms and conditions, an emergency is defined as uncontrollable flooding. If a leak can be contained by shutting off a water valve, it no longer qualifies as an emergency under the agreement. In this case, the dishwasher leak was contained, and service was scheduled and provided within normal business hours.

  In reference to the marketing materials, the flyer states ******Pay Plans and ***************** Calls.  While we did offer co-pay plans several years ago, we made a strategic decision to phase them out to simplify our offerings and better differentiate ourselves from the competition. However, the verbiage remains in the terms to support legacy clients who opted to keep those plans. Its also important to clarify that the agreement allows unlimited service calls, with monetary caps applying per repairnot a limit on the number of visits. These terms, along with the updated pricing, were provided in the mailing sent in April 2024.

  In this particular case, we promptly responded to the customers request, dispatched a technician, and replaced the dishwasher gasket. When the issue persisted, we continued to offer assistance and, as a courtesy, did not charge the customer for the service provided. During our recent conversation, the customer expressed disappointment that a follow-up call was not made as expected, which ultimately led her to replace the dishwasher. We regret any lapse in communication, the matter was handled according to the guidelines of the Terms and Conditions we have also addressed the communication issue internally.

  We remain committed to transparency, professionalism, and customer satisfaction. 
  

  Customer Answer

  Date: 06/03/2025

   
  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:02/12/2025

  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.

  Puchased home warranty - Warranty In place 6 years. Service call to determine why in burner on electric stove doesn't ignite. Had a *** come never took off jacket said nah can't be fixed walked out. called back to pride and demanded another competent person actually touch the stove. Second visit this service person said you need a new stove.I inquired whether Pride was ***lacing it he said no . The the touch pad circuit board will have to be ordered.He didn't think Pride covered that.Received my renewal contract and actually read the fine print. See Reverse coverages Coverage "#5 over range : Burners, touch panel, circuit boars, bale /broil elements, gaskets, burner blocks, switches"Called 2/11/25 to speak with contracts **** and tell them this was covered and should be ************ a run around awaiting "ART" the parts manager to call. Spoke to Easter. I then searched my file cabinet found last years contract and this years contract IDENTICAL. Next Day on 2/12/25 called pride spoke with ****** again who tried to push off waiting for "ART" to call back IF HE DECIDED TO DO IT >.I demanded to speak with someone else.She put me through to ******* in CS who said nothing she can do. I asked for her supervisor got ******* who was totally inappropriately RUDE and demanded me to get off the phone she would send message to "ART" . I asked to speak to ****** ***** the Owner was denied. The needed part they know is a touch panel circuit board which cost almost $600 and they don't want to be held responsible per their paid contract to provide it. I am filing this complaint to get the service/per the contract I paid for. REPAIR OR REPLACE!!! Service contracts are only as good as the business you trust to provide the service. To provide a home warranty you must provide the services and ***lacement /parts that you warrant and promise per the signed executed contract.

  

  Business Response

  Date: 02/13/2025

  Thank you for the opportunity to responded to Mrs. ******** inquiry.  Please review the attached terms and conditions of the ********** policy, and a copy of the quote for the repair. 

  Per Section 5, (highlighted) appliance repairs are covered up to ****** per repair and if the policy has extended coverage, the repair is covered up to ******. Ms. ******** has extended coverage on her policy and the quote provided was less the coverage allowance of ******.   Mrs. ******** was originally quoted ****** for the repair **************** + tax) on 07/23/2024.  Mrs. ******** declined the repair at that time.   Mrs. ******** called us on February 8th saying that she reviewed the terms on her renewal policy and saw the parts are listed as covered. which she confirmed were the same as her current policy terms and felt that we should have provided the repair at no charge as the parts were covered based on her reading of the policy.  Mrs. ********** inquiry was sent to Arc, our Appliance Manager, to review.  Mrs. ********** coverage was confirmed, and the pricing of the repairs quoted were correct per the terms.   

  We have updated the quote for the repair based on our current pricing.  The quote for the repair, per the terms of the policy is ****** (****** - ****** + ***** sales tax)

  Mrs. ******** can call our customer service center if she would like to proceed with the repair at the current pricing.

   

    

   

   

   

   

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22933048
  
  I am rejecting this response because:
  
  the home warranty  policy I have had in place without ANY interruption included replacement of appliances if not able to be repaired .

  the company has without notifying their contracted customers changed their policy and parameters of coverage . The print is minuscule and unreadable especially for senior citizens with eye issues . 
  At no time did Pride send a  written notification updating changes to the policy .

  who in their RIGHT mind would pay $936 dollars to repair a stove that is replaceable new for $500 which they informed me and agreed HAD been their policy  before they decided to change and not notify contract holders . 
  I asked that they instead of paying themselves  $500  as we do have extended repairs  on our contract if they would put that $500 towards a new stove . No was told they wont do that anymore !!!

  the entire contract is userous and definitely not suited for elderly who are being taken advantage of their bait and switch tactics .

  I Have been contacted by other home warranty companies  now I see that Pride  should have no PRIDE on how little if any service they provide and how dishonest they are working with contract holders who have been with them almost a decade in my opinion.

  I also was verbally dismissed and felt abused by their customer service manager who refused to even listen to my consumer concern . No customer should be talked to in the  tone and attitude used . I am not  in a ghetto and I am not going to be bullied .

  I will pursue this and blog regarding the total disrespect and elder abuse I felt dealing with this issue .

  no resolution .

  unacceptable 

  *** This companies business practices should be investigated and all contract owners should be notified that what they had contracted for is not going to be provided .

  Lets do the Math old school 

  pay $937.00 in repairs to  PRIDE  to fix a 9 yr old range  OR  buy a new one for $500 ( which was their policy to pay $500 towards repair or replacement) so now  ..  whos being taking advantage of ??

  fuzzy math 

  Sincerely,
  
  ******** & ****** ********

  

  Business Response

  Date: 02/13/2025

  Replacement coverage is indicated by a (R) proceeding the coverage listed on the policy face.  As you can see if you review the face of the policy uploaded by **** ********, there is no (R) in front of Range & Self-Cleaning Oven.   If you refer to Section 12 of the Terms upload both by me and **** *************** The General Repair & Replacement Clauses states: "Replacement (R) of covered equipment must be listed on the face of the policy".  The stove is not covered for replacement, and no replacement will be offered.  We provided a quote for repair of the oven as outlined by the terms of the policy which **** ******** agreed to when she purchased her policy.  The repair required exceeds the maximum coverage allowance of ****** as specified in the terms.   The repair, without the coverage allowance would be 1,037.23.  Our quote for the repairs, with the contractual repair allowance applied is 502.23.  

  **** ******** can contact us if she wishes to proceed with the repairs.  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22933048
  
  I am rejecting this response because:

  I have repeatedly tried to deal in good faith to deal with Pride  without any reciprocation for resolution . They are not interested in arbitration or mediation. They are not trying to resolve this complaint rather just say too bad so sad read the fine print we changed in your new contract
  
  
  A classic bait and switch contract fraud where unsuspecting consumers continue to pay renewal on a contract they have had for years and when sold was promised repair or replace .
  legally in my opinion there is culpability on the business part to make their contracted customers aware if they make material changes to a contract .

  
  Informed  customers receiving communication of contract changes   is what separates quality professional honest businesses from those trying to bait and switch taking advantage of senior citizens with poor eyesight who cannot possibly even with a magnified glass read the find print that changed without their knowledge .

  
  I feel empowered and activated to blog and make the public aware of this practice to prevent others from being fooled into thinking this business will do the right thing  

  
  Fortunately there are many review opportunities , review sites , social media and blog opportunities to share my experience and shine a light on Pride.

  
  Clearly they dont mind losing one customer ( me ) but the internet and its ability to reach customers is both a blessing and a curse for a company based on the reviews and experiences of the customers .
  .

  I have repeatedly requested to speak to **************** owner ( second generation son of original owner )

  Apparently was informed he changed the way Pride does business and their contracts. I was DENIED access to communicate with the owner.
  I feel  as though the wizard behind the curtain isnt interested in the munchkins he is profiting off !

  
  In my opinion ************  Pride deserves an F rating and although they pay a fee to be BBB to be accredited . They need to be investigated and held accountable for their business practices . 
  
  Sincerely,
  
  ******** & ****** ********

• Initial Complaint

  Date:12/13/2024

  Type:Order 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 decided to get a home warranty contract with Pride. I signed up online and it was $462. However I live in *********** and we get a discount. Pride owes me $89 back. Its been over a week and I cant get my credit back! Ive talked to several employees and they keep telling me they dont know when Ill get my money back but I will eventually get it back!! What?? What kind of answer is that? Im a SENIOR CITIZEN and live on my social security and would appreciate my credit to be processed within a timely manner. Would you believe I just got a call from employee ******* G actually blaming me it was MY FAULT because I signed up for my contract on line and if I would have called them directly, they would have billed me the correct amount?? HUH? Its my fault?? ****** ***** is the owner. ******, why have customers use your online billing and fault us if we were billed incorrectly? This just gets crazier and crazier. I want my credit back immediately. Enough is enough. Stop taking money away from senior citizens.

  

  Business Response

  Date: 12/13/2024

  All refunds must go through an approval process.  Ms. ******* refund has been processed.  I have attached a copy of the refund confirmation.  

• Initial Complaint

  Date:10/14/2024

  Type:Product 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 have a yearly service contract that expires on 11/18/2024. The service contract is for ******************************************** D4, *************, *********.I notified ********,in ******************** on 8/19/2024 that the condo was sold and I would like a return of the unused premium. She told me to send an email to her and she would send the refund. I immediately sent email after the telephone call. After several weeks of no response I sent 2 additional emails and still got no response. I then tried calling multiple times and left messages with her associates and on her answering machine. I have not received my reimbursement check and she has not responded to any calls or emails.Thank you, ****** H ******* DDS

  

  Business Response

  Date: 10/16/2024

  Please see attached letter.  The cost of claims exceeded the value of the refund, and no refund is due to the consumer.  See attached cancellation terms and Florida Statute *******.

• Initial Complaint

  Date:10/11/2024

  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.

  Part 1: I paid over June 1, 2023 - June 1, 2024 - $369.15 for a contract. When I had a problem during this time, they said I didn't have a contract. Part II: my dishwasher broke in September, 2024. Without my permission, the tech took photos. He left the job in the middle of the cycle that caused water damage to my floor and sideboard cabinet. He stated other areas that were false. Part III: in August, 2024 I had them come out for my A/C unit. The tech seemed he didn't want to repair this and took over 1 1/2 hours to complete. My unit is fairly new. I want them to either repair the dishwasher or provide me with a new one due to the damage.

  Customer Answer

  Date: 10/11/2024

  This has two phases:

  1.  Pride AC took for 12 months the amount of $30.76 from my bank account.  The total amount was for $369.15.  The period of June 12, 2023 - June 12, 2024.

  When I  called about an issue, they stated I never had a contract.  When I called for service, they denied my request during this time frame

  .2.In September 2024 my dishwasher was not working.  The tech caused addition damage to my kitchen tile floor and side panels next to the sink.  He left in the middle of the cycle causing water damage.  Then took illegal photos of the dishwasher without my permission.  I had a service plan that calls for replacement of kitchen appliances.  The dishwasher is one of them.

  I'm looking for both the entire refund of the $369.15 and the replacement of my dishwasher.  Thank you.  

  

  Business Response

  Date: 10/15/2024

  Thank you for the opportunity to address this issue.  We have been in contact with Ms. Monahan and reviewed her complaint.  We did have difficulty confirming the payments on the account originally, as the first and last name on the credit card used when Ms. Monahan had opened her account online, did not match the account name.   Once we confirmed the name difference, we were able to locate the payments, and a note was added to the account for future reference.  We did not take pictures without the customer's permission, per the terms and conditions of the policy (copy attached) which were provided to Ms. Monahan, customer agrees to consent to pictures being taken to document the needs and assessment of required repair(s). 
  
  Based on the terms of the original policy we provided two options to Ms. Monahan.  We would either provide a buyout settlement towards the purchase of a new appliance, or we would void the current policy and provide a refund of the premium paid.  Ms. Monahan accepted the second settlement offer and a check is being prepared for her. 

  Customer Answer

  Date: 10/15/2024

  Thank you for the response.  We are awaiting the $444.00 settlement check from Pride AC.  This should be available on October 18, 2024 @ 9:00 a.m.

  I will let the BBB know when the check is received.

   

   

  Customer Answer

  Date: 10/18/2024

  Per your request, I've attached the refund check from Pride AC.  I will be depositing this morning.  Obtaining a new dishwasher. 

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22410031, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Cindy Monahan

• Initial Complaint

  Date:09/06/2024

  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.

  Hi, on 03/06/20 I hired PRIDE company to install a new ** a week after installation it wouldn't turn on and kept shutting off, I called and texted several times explaining the problem they came twice and said it was just missing tape. They put the tape on but the problem continued I called Pride again Cos the ** was constantly leaking water and I only received insults from them, they said it wasn't their problem but ****'s.I contacted YORK manager *************************** he called me and explained the problem he sent FRIGID AIR who said there was a bad installation. Both YORK and PRIDE have refused to provide me with the warranty service that I pay for I have not heard from them again either; there is always water in the tray it has to be emptied daily the garage is wet all the time, I hired about 4 companies (A/C *****, ********** EMP ** and another I can't remember) they said the unit is not working properly and I will have to spend an additional $3000, it costs me a lot of money every time a contractor comes.*************** said the ***** was damaged and I would need a new one I ordered it from **** and installed it and the unit is still the same we have not had ** for weeks; I had to buy fans ********* said the years on the OUTDOOR/HANDLER units are different I have a 10 year warranty on the unit which I pay for this has been a nightmare; it was a mistake to remove my old ** that never gave me any problems for 15 years, a RHEEM.A week after it was installed I noticed it was leaking water and very wet, but PRIDE told me that was normal, the unit already looks old it is all corroded and moldy, it's a complete mudhole of water that never stops they say it is the evaporator, the condenser, or the compressor, I don't know who says what anymore. The problem continues and as of 09/5/24 the ** is still there not working and no one has been able to fix it, I only pay for it COS the equipment doesn't do the job for which I bought it and for which I'm paying, this has been a nightmare.

  

  Business Response

  Date: 09/09/2024

  Our position in this matter has remained the same. We have repeatedly explained that both the City of **************** Inspector, our AC Installation Manager, our Feild Supervisor and the representative from **** have all inspected the equipment and the Installation.  We all came to the same conclusion.  The equipment was installed properly and working to the manufacturer's specifications. We have not provided service or performed and inspection of this equipment for more than three years.   

   

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22247536
  
   They lie very shamelessly, when the city inspector came, he reported that PRIDE ** had to come to repair something that was not right regarding the installation. They never came, I was surprised when I went to the city for the report and they said that everything was repaired, when the truth is that they never came to repair ANYTHING.
  The unit lit up shortly after it was installed, we noticed that it would turn off and not turn on, I informed ******* of the problem who initially came to my house on several occasions because the unit would turn off regularly. PRIDE only came back to the house one more time after I insisted that the unit was not working because ******* no longer wanted to come back, what he did was insult me in a rude manner that is why I did not call him again.
  PRIDE Air sent an employee named **** and a coworker, they were there all day and just placed tape after tape all over the unit one on top of the other as shown in the photos, and a white paste that melted all over the ** sweatshirt, that was a mess, the unit remained the same, they said they would come back because the insulation was all soaked with water and that they would change it; they also did not come back no matter how many times I called them.
  
  It was then that I hired ********* Air who told us that the unit was installed incorrectly and that it had a decline. PRIDE AIR told us that the problem was with YORK, I contacted **** with the area manager *************************** who on NOV 7, 2023, at 5:15 pm sent "FRIGID AIR" for an inspection and they also informed Mr. ******* that the unit was installed incorrectly, that is what ********** from "FRIGID AIR" informed me. I have EVERYTHING documented, photos, videos, voice messages and texts from both PRIDE and YORK; also FRIGID AIR, EMP AIR, *************** and *********, ALL agree that the unit was not installed correctly.
  
  Not even 2 years had passed when the ***** of the unit was damaged; *************** had to install a new one sent by ****. The insulation was damaged, and now I have to pay about $3000 to uninstall and install everything again when the equipment is financed and still under warranty which has not been honored. I can send you ALL the videos so you can see and check with your own eyes what I'm talking about, the only liars here are those who have scammed us with a unit that does not do the job for which I bought it and the one who still paid without fail, both PRIDE and **** have wanted to get out of the problem, I have tried by all possible means to solve the problem with them, but they have refused very abusively.
  
  I contacted PRIDE in ************* and spoke with several people, including one named **** or **** who told me that he would send **** back to the house and even today 09/09/24 I am still waiting for him because that never happened either. We are sure that PRIDE informed the CITY that he had returned here to solve the problem when that was never true. They would go to another house because they never came back to mine.
  

  Sincerely,
  
  ******** Or *****************************

  

  Business Response

  Date: 09/10/2024

  No refund is due in this matter.  Our labor warranty expired in June of 2021, we no longer are providing service to ********************, and the only contact we have had is to respond to her claim.  

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22247536
  
  I am rejecting this response because:Of course, this was what they were looking for, so that the labor warranty would expire so they wouldn't fix the unit. We always suspected this because all our calls were ignored by them, and they didn't answer the messages either. They spent 2 years on this and never repaired the unit. What they did was a botched job, because we could see that the installers didn't know what they were doing.
  
  Before the PRIDE warranty expired, every time the ** turned off, what they told us was that it was no longer their problem but ****'s. Now it turns out that **** is also putting off the matter so that the 10-year warranty on the equipment also expires and they don't fix it either, but rather THE CUSTOMER WILL INCUR MORE EXPENSES, so anyone can sell.
  
  I think this case will end up in court, because they NEVER, NEVER, ever came back to the house to fix the problem, on one occasion at my insistence they came back, they covered the unit with cheap TAPE everywhere, **** said he would come back and then we never heard from him again. PRIDE and their irresponsible, bad employees only KEPT US AS LONG AS THEY COULD; We knew beforehand that this was what was going to happen, because they put the matter off as long as they could until the warranty expired, this is not the first time I have heard of these cases with certain ** companies and I am convinced that PRIDE is one of them.
  
  They NEVER came to fix what the City inspector said they had to fix, they PRIDE ALTERED THE DOCUMENT AND SAID THEY HAD DONE IT WHEN IT WASN'T TRUE and they reported to the city that they had come and fixed the problem.
  They have no further communication with me, because I called them endlessly without any response, all I received was insults from their bad salesman in *************************************************. And I go further, I am certain that ******* NEVER informed PRIDE of the problem we were having with this unit.
  
  Now it turns out that they are the victims, after having made a bad installation that can be seen from an AIRPLANE that the unit was not installed correctly. Well, let's do something... I am willing to have the CITY inspect the unit again and we will see if things are as I am explaining or not, the inspector will come back and see and be the one to say if they fixed the problem or not.
  
  Sincerely,
  
  ******** Or *****************************

  Customer Answer

  Date: 09/11/2024

  More Information...Hello, good afternoon, today 09/11/24 I received a message that the case had been closed because I had not sent a response, I did so yesterday 09/10/24 around 4pm. I have never had these problems so I don't know how this works. Also, the message said that I had 10 days to respond, so how did it get closed?.

  Thank you

  Have a nice day

• Initial Complaint

  Date:06/30/2024

  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.

  Improperly installed new A/C unit that flooded our condo will not return my calls.

  

  Business Response

  Date: 07/01/2024

  We have been in contact with the customer.  We are schedule to go to the clients today 07/01 to complete repairs.  Please attached work order confirmation

• Initial Complaint

  Date:06/17/2024

  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 light switch needed to be replaced. I called Pride and was given an appointment for over a week later and on the date of the appointment they called to say that they would have to change the appointment because the technician did not show up and when he finally did show up days later he did not have a switch and had to order it. I have never seen a more mismanaged company

  

  Business Response

  Date: 06/19/2024

  I have reviewed the account records.  We were scheduled to check a light switch that was not working.  We apologize that due to an illness the scheduled technician was unable to make the original appointment and the call was rescheduled.  Until we checked the light switch, we would not know what work would be required or if the work need would fall in to scope of service we provide or if an outside electrician would be required.  Upon evaluation we found that the switch would require replacement.  While we try to stock as many items in the truck as possible, we cannot carry every part for every possibility and the switch needed is not a truck stock item.  Upon completion of the evaluation, the required part was requested from the main warehouse and the installation has been scheduled for today, 06/19/2024

• Initial Complaint

  Date:06/08/2024

  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.

  I had a maintenance agreement with Pride Air Conditioning, effective 9/1/23-8/31/24 for my condo located at *********************************************************************************************************************. On 3/15/24 my son notified Pride via Email that I had sold the property and requested a refund. Since that time, my son has emailed them 2 additional times, plus 2 phone calls. Their response has been that they are backed up in processing refunds. I reminded them that it has been more than a few weeks (it is now approx. 12 weeks). Policy # is *******.

  

  Business Response

  Date: 06/11/2024

  Refund of ****** has been issued  Check ***** has been mailed to ******************** at the ******************** address

  Customer Answer

  Date: 06/11/2024

   
  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:05/21/2024

  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.

  Purchased an Air Conditioning system in ************** for approximately 4600 in March and had installed. Follow up inspection in May indicated that the Condenser installed was not grounded properly and they refuse to address this and advise that we need to hire an electrician. They also said it was not included in installation contract but have not provided the contract despite several requests. If they could not install up to code I would not have hired them. I find it hard to believe an AC company has no electricians

  

  Business Response

  Date: 05/31/2024

  We have provided a copy of the proposal signed by ******************.  Please review the terms that state Pride is only responsible for the work listed in the proposal.  It does not include electrical upgrades.  The work required is not covered in the proposal for the installation of the air conditioning system and we do not provide this service.  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21739670
  
  I am rejecting this response because they should have clarified that additional electric work was required to pass inspection...I would not have proceeded with this contract or replaced by the unit.   They do work in this area all the time.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/03/2024

  We have provided a copy of the proposal showing we are not responsible for electrical upgrades.  We contract to install the new air conditioning system to the existing electric.   There was no ground wire on the preexisting unit.  It is the homeowner's responsibility to upgrade the electric to pass the inspection.  We have advised the homeowner that the needed services were not part of the proposed work.  That we are not licensed to provide the required services to the homeowner.   The homeowner must contract with a licensed electrical contractor to provide required service.