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:04/29/2024

  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.

  On March 8 Pride AC performed a repair of my AC on the roof of my condominium building. They broke one of my skylights while doing the repair. They refuse to provide me with the current name of their property damage insurance carrier in violation of Florida statutes. Their AC manager ***** has been jerking me around for weeks. I have an annual service contract with Pride.

  

  Business Response

  Date: 05/14/2024

  We have accepted the liability and are working with the homeowner on getting the required repairs completed. 

• Initial Complaint

  Date:04/05/2024

  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.

  "Please bear with me as this is a bit complicated as well as frustrating. On July 19, 2023 I cancelled my contract with Pride Appliance as the unit associated with the contract was sold and closed on July 13, 2023. After speaking with a contract representative, who acknowledge receipt of cancellation, I was told that all cancellations for the month of July would be handled by the 15th of August 2023. Having heard nothing by August 15, 2023, I contacted contracts at Pride again and was then told that there was a new accounting system in place with which there were issues so processing my request would be delayed. I received this same excuse in September, October, November, December of 2023 and January of 2024. Exactly how Pride has been paying their bills and employees with a dysfunctional accounting system was beyond me, if that was indeed the issue. In February 2024, I was told that Pride was very behind in issuing refunds and to please be patient. A refund would be forthcoming. In the meantime, I attempted to have someone tell me the amount of refund I might expect. The contract in question ran from March 1, 2023 to February 29, 2024. There was one service call associated with the contract, in April 2023. The exact refund amount was never forthcoming. As of today, eight (8) months later, I have not received a refund or an explanation at to what the exact issue is. I am surmising that Pride has no intention of refunding the unused seven (7) months worth of fees paid (on time and early) and is hoping I simply throw in the towel and go away. From reading previously posted complaints, I am not the only one who has encountered this or similar issue. What a great way to do business as long as you can get away with it. I would urge the BBB to review the business practices of this company and seriously downgrade their rating from A- to something more appropriate if at all. I strongly recommend that no one do business with Pride Air Conditioning and Appliance."

  

  Business Response

  Date: 04/22/2024

  A refund has been issued in this matter for the prorated unused portion of the policy.  As the refund check has not been cashed, we will follow up to reconfirm the mailing address and reissue the check if needed. 

  Customer Answer

  Date: 04/22/2024

  Refund check, dated, April 10, 2024, received Friday, April 19 and deposited this a.m. Monday April 22.  

  Customer Answer

  Date: 04/22/2024

   
  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:03/30/2024

  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.

  My ** is under warranty.High pressure valve needed replacement.The removed the Freon during the work and refilled it when the valve was replace. They wanted to charge me for my Freon.They left all the garbage on the floor by the **.I found a part that they removed and did not replacethe liquid line filter drier.I contacted York the maker of the ** and they advised that this part is important and needs to be replaced.Pride refuse to listen to my complaint because I refused to pay for my own Freon.I am presently in discussions with York management.My ** is 2 years old and has a 5 year labour and 10 parts warranty.

  Customer Answer

  Date: 03/31/2024

  Including email sent to Pride 

  Customer Answer

  Date: 04/01/2024

  Pride just called and all issues have been resolved to my satisfaction.

  Thank you for your help it was greatly appreciated.

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

• Initial Complaint

  Date:02/25/2024

  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.

  1-misdiagnosed the problem with my clothes dryer, ordered a part.2-attempted installation revealed wrong part delivered, and not needed at all. Rediagnosed and ordered correct part.3-at the same time, my stove was misdiagnosed, and the wrong part was ordered.4- after several cancelled appointments, I was assured that both parts were on the same truck, gave us an appointment for Tuesday between 8 and 1. Monday they had no one for Tuesday, made it for Wednesday 8-1. I called at 3:17 and was told the tech knocked on my door no answer. This was an obvious lie, as I live in a gated community. 5-Thursday the tech arrived and started on my stove only to discover the wrong part and misdiagnoses.6-to make matters worse, the dryer part was not on his truck.7- the tech ordered the correct part, put a trace on the missing dryer part, told us we would here from Pride. No news yet.

  

  Business Response

  Date: 03/26/2024

  Our appliance manager reviewed the customers records.  The oven is working. The original note regrettably was missing the word "left" which did cause an order error.  We realized out error, the part was promptly returned, and the correct part was expedited.  This was a clerical error.  The dryer was misdiagnosed but has subsequently been repaired.  All ******* were provided at no cost per the policy.  We have had no additional requests for ******* for these items.  

• Initial Complaint

  Date:01/18/2024

  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.

  Pride Air Conditioning Company installed a A/C condenser Unit for condo apartment 207 @ **************************************. The technician removed my Electrical Fuse Box and junction to make room for brackets to support 207 condenser. Technician did not return/replace my electrical components. This cause rain to short out/damage my electrical components and thermostat. See invoice for details.

  

  Business Response

  Date: 02/14/2024

  Upon management review, we are processing a reimbursement check to ********************** for the repair to his air conditioner.  

• Initial Complaint

  Date:01/14/2024

  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 refrigerator was leaking and I had Pride come to my home on November 11 2023.The Technician said they have to order parts for my refrigerator.I keep calling them and they say the part has not come in.I spoke to ****************** from the ********** ******* 8th **** at 8:55AM and he took my phone number and has not gotten back to me as of yet. Today is ******* 14th.They are not helping me no one ever calls me back. My service contract is up in March of **** and I am considering not renewing with them. It is already 3 months with no resolution from them. I need this issue addressed and my refrigerator fixed.

  

  Business Response

  Date: 01/16/2024

  Out parts department reached out to the policy holder to schedule the installation of parts for Tuesday 01/23/2024.  We left a voicemail message for the customer to call back to confirm their availability prior to scheduling parts installation.  We will reach out again to try and contact the customer to schedule. 

• Initial Complaint

  Date:01/11/2024

  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 am the niece of my uncle that passed away. My uncle contracted with this company with an expiration date of 1/2024. When we sold my uncles condo in October 2023 I contacted them about canceling the contract I wanted a refund of my uncles money. I never got a call back and the woman I spoke to was extremely rude. Fast forward to a couple of weeks ago when I got a renewal bill. Sparked my memory that I never heard from them in October. I left a message on or about 1/2/24 and I still havent gotten a phone call. Also nowhere on their bill is a phone number to call. I would never use this company and Im sorry my uncle did - may he Rest In Peace.

  

  Business Response

  Date: 01/14/2024

  First, we are sorry for your loss.  We have reviewed the account and based on the terms of the policy, there is no refund due. The policy was in force from January 7th through November 17th when we were called to request the cancellation of the policy.  The unused portion of the policy was 50 days.  I have attached a copy of the terms and highlighted the cancellation policy.  Refunds are calculated on the unused portion of the policy less a 10% processing fee and less any claims. The cost per day for the policy was .83.   There were two claims for service.  Service was provided for the dishwasher on 03/06/23 and a second claim for plumbing service provided on 08/04/2023.  Each claim is assessed a value of 70.00.  The value of the unused days is exceeded by the claims on the policy.

• Initial Complaint

  Date:12/04/2023

  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 10/31/2023, Pride replaced my broken a/c unit with a new one. It came without a new filter which it should have had with it. The installer put my old filter into the unit and made no plans to return with a new filter. I spoke with ***** several times over a several days up until the last week of November to resolve the issue (he was the salesman). He repeatedly told me to phone either **** or TJ who he said he would call in advance of my call, to arrange delivery and install of a new filter. It never happened. I was told at one point, that they ran out of filters. However, for about $5.00 they easily could have gone to ********** to get a replacement and instead chose to ignore this issue. It might seem minor, but when you spend $5,000 on a new appliance, you expect it to be outfitted with its proper NEW filter.

  

  Business Response

  Date: 12/22/2023

  I have reviewed the consumer's complaint.  The filters are a special-order item.  For the inconvenience of having to wait so long for the filter, we will provide three filters to the customer. Our Customer Relations Coordinator will be contacting the customer today to schedule the delivery at her convenience.   

  

  Business Response

  Date: 12/22/2023

  Our Customer Relations Coordinate has attempted to Reach the customer by phone.  Tere seems to be an issue with the phone as we keep getting an all circuits are busy message.  We have scheduled delivery for Tuesday and have sent an email to the customer's email we have on file. 

  Customer Answer

  Date: 12/27/2023

  Pride did reach me by phone and said they would be providing filters for the a/c they replaced. A serviceman arrived at around 9:30 a.m. 12/26 with filters, however, they were the wrong size. He used an old filter I had to measure and get the right size filter and said that he'd be back after he found the right ones. So far, I have not heard ***************** of my knowledge, my phone works fine as does the voicemail. However, if the call came through on caller ID as spam, we do not answer those calls.

  Customer Answer

  Date: 12/27/2023

  I received a phone call alerting me to their bringing me filters. See follow up. (they brought the wrong size filters).

• Initial Complaint

  Date:11/17/2023

  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.

  We decided to go with Pride Air to replace our A/C unit in February 2020 after careful consideration. Within WEEKS, we started having issues with leaking. In the less than 4 years we have had this A/C unit, we have called more times than I can count and installed a very expensive solution to try to solve the leaking. They kept blaming sludge as their reason. We have never had the A/C until serviced by anyone else besides pride. Last night my husband and I decided to review the whole condenser, and noticed the solution to help sludge was broken, and clearly broken on install. The condenser has a crack in where the pipe comes out. Then we requested an emergency service, and they didnt come out for TWO DAYS. The technician came out and said that with that solution to help with sludging was actually causing more issues. I have never been so appalled with how a business has conducted themselves. Between all the service calls, we get a different answer every time. Our laundry room in which the condenser is in is always wet. And they are always blaming us for not cleaning the lines. We are using this expensive solution that we are replacing tablets more frequently than we need and like I said- CLEARLY broken and then taped back up by the technician to hide the fact they broke it on install. Disgusting customer service. Dont waste your time and money. They used to be good and its been all downhill since.

  

  Business Response

  Date: 12/20/2023

  We have searched our records by the name and by the phone number.  Address of install was not provided. I found one client with the name *********************** for and address in *********, but the installation was in July of 2021 Not 2020.  We passed the city inspection of the installation in August of 2021.   I have attached a screen shot of the customers file which shows when the installation was completed and that there were no subsequent requests for service. Our records do not match the information provided in this complaint.  If the consumer can provide any additional information, I will be happy to do further research into this matter. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20888000
  
  I am rejecting this response because:
  

  Someone called and I told them to call me back and they never did. I called and requested to speak with ***** the ** manager and he never called me back.

  If you even did your due diligence, you would see that it is likely under my maiden name (******) or under my husbands name (*************************)- instead you picked an entirely different person and sent me their info.

  We need a call back and we can discuss. 

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

  

  Business Response

  Date: 12/21/2023

  While I apologize on behalf of ***** that he did not return your call.  the only information that I had is what was provided to me in your complaint.  You did not provide your Maiden name of ******, nor your husbands first name, ***********  I have looked in our current system which went live March 1st, 2022, as well as the system that was in use at the time you stated your air conditioner was installed.  I have attached screen shots of the results of the searches in both systems. There are no results for the last name ******* or Eitaki in our current system.  There was no result for the last name Eitaki in our old system and the only result for the last name ******* was the account information provided.  I need additional information to try and locate your account.  Please provide the address where the air conditioner was installed.   

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20888000
  
  I am rejecting this response because:

   

  not eitaki, ******. Please someone call me because clearly this is not going anywhere. 

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

  

  Business Response

  Date: 12/22/2023

  I realized my mistake with the spelling of the name when I went to email you directly for the service address.  I apologize for my error.  I located the correct account and have spoken with the ** Department Manager.  While he does not feel that the damage was done buy **************, he has as a curtesy and a gesture of good will , spoke with ****************** this morning and scheduled the repair which will be done at no charge.   

• Initial Complaint

  Date:11/07/2023

  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.

  We closed on our condo in ************ on July 27, 2023. We have asked numerous time for a refund on the remaining contract that we had with Pride AC. We have been getting the run around since then. They last told use the refund would be available after September 15, 2023 and we are still waiting.

  

  Business Response

  Date: 12/22/2023

  A refund check # ***** in the amount of ****** has been issued to the consumer.  The refund was calculated per the cancellation policy in the terms and conditions. of the consumers policy with pride.