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:11/06/2023

  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.

  Hello,Good day. I have been experiencing a problem with this company for pass 4 to 5 months. I have 4 contracts with them. 1 contract i paid in full for the year. They haven't sent the contract, nor have they acknowledge it. I have been paying every month for the other 3 contracts. Every time i call them for service they refer me to contracts who do not answer there phones, or return calls. They keep saying ************ expired. I have attached proof to you and them of my payments, for the last 5 months. They use an excuse of they can not move over payments made from old system to new one. I don't get it. I am sending them proof of payment. There old system , would have record of this.

  

  Business Response

  Date: 12/21/2023

  Our ******************** reached out to the consumer.  She indicated that she no longer wanted to continue her policies with our company.  In addition, the consumer had opened chargebacks for her policy payments with her credit card company. All chargebacks have been excepted and all future payments have been canceled as per her request.  We are sorry for any inconvenience we may have caused while the consumer was trying to address the issues she was experiencing.    

  Customer Answer

  Date: 12/26/2023

  Hello

  Thank you very much. I am waiting to see if all my charge backs to my credit card is returned for the non service from Pride AC . Then I would close my file with BBB

• Initial Complaint

  Date:10/26/2023

  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.

  they do not have a replacement part for the covered freezer. contract doesn't indicate age of unit. they advised becausethe freezer is over 20 years old, at their discretion they are refusing a buy out.. their policy states up to $500 will be paid if can't repair.and no age limit in contract.

  

  Business Response

  Date: 10/31/2023

  The account has been reviewed and a buyout offer has been provided to the customer per the terms of the policy

  Customer Answer

  Date: 10/31/2023

  what is buyout offer from pride?

  Customer Answer

  Date: 11/01/2023

  I have no communication from pride as of this time

  Customer Answer

  Date: 11/03/2023

  I still have not heard from Pride., as of this time.  have they made me an offer?

  Customer Answer

  Date: 11/07/2023

  I have not received any word from Pride.   what is next?

  Customer Answer

  Date: 11/07/2023

   
  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,
  
  *****************************

  Customer Answer

  Date: 11/07/2023

  I repeat, what is the offer from Pride.  never got any communications from them.  I have accepted without knowing the offer.  what was it?  thank you

  Customer Answer

  Date: 12/12/2023

  in reading the response, they are now looking into it. no solution as of this time.  I will be gone from 12/14-12/19 and will not have use of computor.  thank you

  Customer Answer

  Date: 12/19/2023

  reviewed the offer of $300.  no one contacted me on monday(yesterday).

  Customer Answer

  Date: 12/20/2023

  someone named ARC from pride called yesterday afternoon.  He did not seem to know what was going on.  did not know of the $300offer.  any way he wanted proof of my purchase of the new frefidgetor.  today I sent him the receipt of purchase.  I will call him next week.  thanks for all your help.

  

  Business Response

  Date: 12/21/2023

  I have confirmed that the new head of the Appliance depart has reached out to the consumer directly.  He offered a settlement of $300.00 of the condemned appliance.  As per policy they requested a copy of the sales order for the new appliance.   Upon receipt a check will be issued to the consumer.  I have requested that our accounting department lets me know when the check is cut, and I will contact the consumer directly. 

  Customer Answer

  Date: 12/21/2023

  I will follow up with pride next week if I don't hear from them.  I did not receive an offer related to my speaking with mr ********** if offered, I will accept.

  

  Business Response

  Date: 01/17/2024

  The account has been reviewed by the Appliance Manager.  Pride is not responsible for parts availability or obsolete parts. No buy is due in this matter per the term of the policy.  I have attached a highlighted copy of the terms. 

  Customer Answer

  Date: 01/18/2024

  please close case,all is well.  thanks for all your help.

• Initial Complaint

  Date:10/03/2023

  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.

  My mother was selling her condo and had a pride contract to renew for Jan 2nd. She used this company for the 45 years she was in **. Assured at signing that unused contract would be refunded. Condo sold 3/23. Informed Pride. Refund due $273,15. Waiting since then for check. Contacted company several times. "New system with issues". Spoke to the office and **** several times. Wrote email to general manager 9/20 that was never answered. My mother has since died and I am trying to clean up all her outstanding issues. Her name was ******************* and her contract address was ************************************************************. How can any ongoing company not honor such a small obligation? I can't believe any technical issues could persist for seven months without someone finding a fix. Hoping you have more clout than I do in resolving this issue.

  

  Business Response

  Date: 10/11/2023

  We apologize for the delay in issuing the prorated refund. Upon review the amount of refund due was ****** which has been mailed out to the customer. 

  Customer Answer

  Date: 10/13/2023

   
  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:09/12/2023

  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.

  I continue to call and was transferred to someone I explained the problem and told someone would call me, but they never called back. They did not respond to the attached letter. Pride Air Conditioning was told that I had all new appliances and all I wanted was air conditioning protection but here it is Sept. and I have no contract and no refund in my original contract. I have never dealt with anyone who does not respond.Dear *** or Madam:It pains me to have to write this letter; I have been a loyal customer for 7 or 8 years and recommended your company to several of my friends. However, that relationship ends today.Up until this year, your service has been perfect and you have always responded to my needs; following, however, is the drastic change in your service and hence your reputation:I sold my house on March 17, 2023 and canceled my contract at ************************************************************ and moved to *************************************************************. I was told I could not transfer my contract and sent over $500 fo a new contact with a promise that my old contract would be prorated and a refund would be sent to me. I called several times and was told that it would be credited to my credit cardit still hasnt happened.I was toldI would receive a new contract, but despite 2 calls, still do not have.I scheduled an AC maintenance service some 6 weeks ago a nd today it was canceled. I cant get it done till July 21. When I first requested the service, I told your employee that I was moving to an older home and was concerned about the *** She told me , that there was nothing she could do and th e earliest appointment was June 13-now I have to wait till July 21st I have made several calls on the refund and made another one today. The voice mail said he would get back to mebut no one has.I would appreciate your correcting the above ******************* ************************************************************************** ************ ********************

  

  Business Response

  Date: 09/12/2023

  We do not have a record of this individual having an account at the ************* Is there a way to verify that they contacted the correct Business? 

  Customer Answer

  Date: 09/13/2023

  Please provide documentation to confirm the name and location of the business involved in your dispute.

  Customer Answer

  Date: 09/13/2023

  Pride air coditioning     2150  ************************************************************ 33069  ************

  

  Business Response

  Date: 09/15/2023

  I have reviewed ******************** accounts.  I have issued the prorated refund for the account that he cancelled.  I provided him a copy of refund receipt.  In addition, I have requested a copy of the policy and will forward that to him directly as well. 

   

  Customer Answer

  Date: 09/20/2023

  I did receive e mail stating that they would resolve complaint (  first response since March) but as of today they have not done what ***** said that they would do

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20590286
  
  I am rejecting this response because:

   

  I did receive e mail stating that they would resolve complaint (  first response since March) but as of today they have not done what ***** said that they would do
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/06/2023

  I have been speaking with ******************, He has been issued a credit and has received a copy of the policy.  

• Initial Complaint

  Date:08/30/2023

  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.

  see attachement

  

  Business Response

  Date: 08/31/2023

  ******************** stated to review attached documents, but nothing has been attached.  In addition, ******************** has made no statement as to what he wants a refund for.  I have contacted ******************** to see how I can be of assistance in this matter. 

  

  Business Response

  Date: 09/01/2023

  I reviewed the client's account and call records.  The client was advised that there is a diagnostic fee for a warranty call.  He requested to speak with a manager and was advised by the department manager that this was a policy change and that he would be charged a diagnostic fee at the time of the service call.  The problem was found to be covered by the extended warranty and the labor and parts for the repair were covered at no charge by the manufacturer.  

  As a good will gesture I have agreed to reimburse the client the diagnostic fee one time.  He understands that the warranty does not include the diagnostic call or maintenance related issues and understands that any future request will incur the diagnostic fee.  

• Initial Complaint

  Date:07/31/2023

  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.

  I was in ******* ********************************, until I sold my home that I was living in April 12***** I Call Pride A/c up and on April 17 ***** spoke to Ms ******** and told her I sold my condo to cancel my contract # ********** because I move to ********. Also email Ms ******** on 5/1/23 and told her again about I sold my condo to cancel my contract and mail me the remaining of my money to me at my new address and she said she will, well so far I haven't received any thing. when I call back again she was going to send me my Refund but she didn't no when. I been with this company every since **** at lease they can refund me my money.Please help

  

  Business Response

  Date: 08/15/2023

  The refund has been processed to the original payment method in the amount of ****** for the unearned balance of the policy. 

  Customer Answer

  Date: 08/15/2023

   
  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: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.

  Transaction 11/01/22-10/31/23 amount $425.86 3 months ago I called the company and they sent the technician to check the microwave but he said he had to order a part. After several months I had to contact them to see what was happening with the part, and they told me that they could not find the part and that they had to order it but it would take 6 months but they did not know if it would arrive. They also told me that they were not going to replace the part or the appliance. Apparently they wait for my contract to expire to say it s no longer covers me.

  

  Business Response

  Date: 08/02/2023

  Our records indicate that we have located the parts and have made several attempts to contact the ****************** to install the parts.  ****************** has no email address on file, we have gotten no answer on our attempts to contact the customer to schedule the installation of the parts and ****************** has no answering machine, so we have been unable to leave her a message to contact us for scheduling.  ****************** can contact ** to arrange the installation at her convenience. 

• Initial Complaint

  Date:07/17/2023

  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.

  Someone from your team Two Gentlemen came to my house to repair the air handler they also tested the lines of the air conditioning. They have left and left the lines uncut. I had another company come to give me a quote and they said we can't touch this because the lines have been cut and we don't know what type of moisture is in there they feel that your company is done damage to the ** units. I want to know how your company plans to resolve this

  

  Business Response

  Date: 08/07/2023

  The required repairs were due to a preexisting leak and no damage was caused by our company.  The customer has accepted the cod charges and the repairs have been scheduled for 08/07. 
  
  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20334108
  
  I am rejecting this response because: unfortunately that's not an accurate statement. The repairman were there today and even told me that the property was left in poor condition by the previous pride person. New lines are replaced today at allegedly $1,300. And that wasn't even the issue as I still don't have ac. It was due to their negligence on the ** handler in the attic. They can talk to the gentleman who was there today very nice and very professional.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/02/2023

  The conditions at the customers home were preexisting to our providing service.  As we advised the customer when the leak test was done, the system could not be returned to service in the condition it was in as knowingly allowing Freon to be vented into the atmosphere is a violation of environmental regulation. This was explained to both him and his attorney. We have not had any additional requests for service

• Initial Complaint

  Date:06/21/2023

  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.

  Beginning in January, 2023, PrideAC workers repairing two or three problems with our dishwasher loosened it from the kitchen counter. When they finished working on it in May they would not reattach it. We called the PrideAC service desk and we left messages for managersno response, not even a call back. Our dishwasher has been unusable for many months and is still unusable. PrideAC refuses to provide the service we paid for.

  

  Business Response

  Date: 07/06/2023

  We have attempted to contact ************************ to schedule to have a field supervisor come and access the dishwasher.  We have gotten no response from ************************ as of today 07/06/2023.  We will attempt to contact him again today and we will leave a message for him to contact us to schedule. 

  Customer Answer

  Date: 07/11/2023

   
  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:06/11/2023

  Type:Order 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 Latch to my microwave door broke I was told Pride my contract only covered labor I did not realize that. I called the Company had to keep calling to find out the price of parts and was told it would cost over ****** dollars just ordered the part online, cost ***** dollars I will replace myself. I would not recommend them to anyone in fact I will warn people with contracts with this company.

  

  Business Response

  Date: 06/26/2023

  I have reviewed our records for this policy.  Our records do not indicate that the microwave needed just a latch but required the replacement of the door assembly.  We are happy to cancel the policy as of 06/11/23 as per the request of our policy holder.  

  Per the terms of our policy with **************** and per ******* statue ******* which regulates home warranty insurance policies after it has been active for more than 10 days, the holder is entitled to 90% of the unearned pro rata premium less any claims.  The policy went into effect on 09/22/22 and had no claims.  a refund of ***** will be issued.