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:06/08/2023

  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 charged on 5-16-2023. 324.21$ this amount for contract.On 5-22-23 i was charged ******. This was a mistake or scam i dont know.I called and spoke with contract department and was promised refund.Never was done.After i called 5 in customer service 5 times and was promised manager will call me back.Never got call back.I asked customer service representative connect me with any superior.wasnt given such opportunity.Please help me with refund of ****** .I sent to you proof from credit card.Thank you help

• Initial Complaint

  Date:05/31/2023

  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.

  I have contact Pride Air Conditioning Company regarding installing heating sensors in my washing machine dryer. After several calls the standard answer is that we will pass it along. This has been going on for months. I have a contract for years with them. The service man left the part here but as of yet to receive a call back as far as installation.

  

  Business Response

  Date: 06/01/2023

  I have reviewed the account records for the policy holder with the department manager.  The unit is not readily accessible and does not allow the installation of the parts in its current location.  Per the terms of the policy, the customer is required to provide ************ to equipment to.  I have attached a copy of the terms of the policy and have highlight this for you.  ************** is working on trying to find a solution to the access issue. Per the manager this information was provided to the policy holder.  We are continuing to seek to find a solution. 

• Initial Complaint

  Date:05/18/2023

  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.

  On Feb 2023 I called Pride to check a leak in my bathroom faucet. Repairman came and said I needed a new faucet and it had to be ordered. After numerous phone calls I was told it was on order finally in April 2023 a second repairman sass sent who said I didnt need a new faucet but needed a new part which he would see if it was in his truck - no he didnt have it so he would order it. Now many calls later repairman returned and couldnt get the part to insert in my faucet. Now 3 months later with a still leaking faucet I was told I would need a NEW faucet which would cost me nearly 600 dollars!! Even though I have waited 3 months and have a contact!! I have never been disappointed in Pride until this long wait, many phone calls and now large cost!!

  

  Business Response

  Date: 06/01/2023

  We attempted to repair the unit to hold the costs down for the policy holder.  Unfortunately, the repairs were unsuccessful. The customer was given two options.  They could purchase a new faucet that includes installation at the cost of $600.00 or they could purchase a faucet of their choice and we would install it at the cost of $225.00.  I have discussed this with our appliance manager, and I have notated the account.  We will deduct a $100.00 good will discount for either option.  

  Customer Answer

  Date: 06/05/2023

   
  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,
  
  *** ***** And *********************

• Initial Complaint

  Date:05/17/2023

  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.

  I purchased a condo in March and wanted to get a contract to cover my air conditioning unit and appliance against breakdown and repair. The previous owner of the unit was using Pride Air Conditioning and so I thought I would be able to take over his contract. When I contacted Pride I was originally told I could do so as long as the previous ower contacted them and approved it. I called the previous owner and he sent an emai to Pride approving the transaction. When nothing was done I called Pride back to see what was happening and was told that I couldn't take over his contract and would need a new one. So thats what I did. My new contract was paid for and I thought I was done. However, after checking my credit card statement online I saw there were two charges for Pride. I found out that they had in fact charged me for my new contract and also charged me for taking over the previous owners contract. So I called them again to get a credit because I don't need or want two contracts. I've been waiting almost a month now to receive that credit and keep getting the run around about their "new system" and that it takes time to process the credit. I'm totally frustrated with this situation and I'm not comfortable doing business with these folks but at this point simply want the refund processed for one of the contracts.

  

  Business Response

  Date: 06/01/2023

  We apologize for the delay in getting this resolved for *******************  The error occurred during our transition to utilizing new software.  ****************** refund has already been processed back to his original payment method on 05/18/2023.  I have attached the credit confirmation for your review.  ****************** can confirm the refund has been processed with his credit card company. 

  Customer Answer

  Date: 06/01/2023

   
  Better Business Bureau:
  
  I did finally receive my refund, thank you. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I've still not received a copy of my active contract. Could you please have a copy sent to me via email?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/15/2023

  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 canceled my contract on 2/27/2022 with Pride Air-conditioning and Appliance **** and am still waiting for a refund. Contract # ***** I call every week and get excuses. "Upgrading the computer system" "Mailed to wrong address". They told me they mailed a 2nd check on 5/5 and I am still waiting for it as of today 5/15/2023! I have been calling a person named ******* at ********************** for the past 2 weeks and last week she told me it was mailed on 5/5/2023. I think that a company this large should be able to refund a customers money within a reasonable time. Not Five Months. This is $ ****** not a large amount to them but a large amount to me. I find their practices and way of doing business with senior citizens to be unscrupulous and unreputable. They are waiting for us to forgot about the money owed ** and then keep it. I have documentation on this matter if needed but will have to get help to scan it and upload it. Thank you

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20060305
  
  I am rejecting this response because:  I cannot see it.  I have still not received a check as of today 5/23/2023.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/01/2023

  Check ***** in the amount of $429.98 has been issued and mailed to the customer. 

  Customer Answer

  Date: 06/01/2023

   
  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. 
  
  Thank you for your roll in helping to resolve this matter
  

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

• Initial Complaint

  Date:05/10/2023

  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 signed an appliance warranty contract with Pride on 9/21/22. After calling them several times for problems and being told each time that the items were not covered, I called them on 1/24/23 to cancel contract. I was told they only make refunds once per month and I will receive refund no later then March. I didn't receive it and called in March and was told I would get it in April. I didn't. I called again on 4/21/23 and was told the refund check was awaiting the signature of the owner and I would receive it soon. Today, May 10,2023I called again and was given the same story. I just want the refund I am entitled to

  

  Business Response

  Date: 05/10/2023

  A prorated refund was issued back to ************************** credit card on 05/03/23.  I have attached the confirmation of the refund.  

• Initial Complaint

  Date:05/01/2023

  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.

  on feb102023 I cancelled policy #***** covering **** ************ ************* and requested a refund. The policy was cancelled because the property was sold. I was subsequently told I would be receiving a refund of $357.41 on my credit card within 4-8 weeks. I have yet to receive this refund. i have made numerous phonecalls requesting the status and am told that they are having problems with a new computer system and the refund/credit is pending. Any help you could provide me is obtaining this refund would be appreciated.Thank you

  

  Business Response

  Date: 05/15/2023

  A refund was issued on 05/10.  see attached confirmation. 

  Customer Answer

  Date: 05/15/2023

   
  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:04/24/2023

  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 have been waiting since early March for my washer to be repaired. On 3/18/23, the technician told me that the lock on the machine was broken which prevented it from working. He told me that the part would be ordered and I would be contacted when it was in. I never heard back, so I called weeks later and received an apology for not being contacted when the part came in. When the technician came out to replace the lock, he now said that the tub had to be replaced and that was not covered. I noticed afterwards that the tub was extremely wobbly which is not like it was prior to the technician working on the unit. I believe he removed something from the unit to cause this. I have left two phone messages and one online message for a manager to call me back but have not received a call back. This service is unacceptable and I have had to pay to have my clothes washed during this time.

  

  Business Response

  Date: 05/10/2023

  The part for the washing machine was installed prior to the expiration of the policy **************** had with our company.  The policy has not been renewed and no further service has been requested at this time.  Should **************** need further service it can be done on a COD basis. 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19973929
  
  I am rejecting this response because the part to fix my machine was not installed and my calls to follow up have not been returned. Also, I did renew my policy so this is a new problem if the renewal didnt go through. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/11/2023

  Please see attached terms of the policy that **************** had with our company.

  As per section 5) Appliance, Repair Exclusions, any repairs to the tub of the washing machine are not covered under the terms of our policy.  In addition, ******************** policy has expired.  Please also review section 9, General Repair & Replacement Clauses, no work in progress will be rendered on expired policies. Should ****************** want ** to provide additional service, they would be provided on a COD basis. 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19973929
  
  I am rejecting this response because:

  Like I said in my original complaint, my messages to the company went unanswered  I was trying to find out why the repair was not covered and the cost. We also noted that the tub became loose after the technician worked on the unit.  Finally, I recall renewing the policy. Id like to know why it wasnt renewed. It seems quite suspicious to me that the policy wasnt renewed when there was a pending issue  

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

• Initial Complaint

  Date:03/30/2023

  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 have an extended home warranty contract with Pride Air Conditioning and Appliance. My refrigerator needed repair. Pride technician tried to replace a part in my refrigerator but told me the part was generic and would not work. The technician told me that Pride could not get the correct part so they ordered the generic one which will not work in my refrigerator. The technician told me Pride would contact me to go over the next steps within 2-3 days and left without being able to fix my refrigerator. After 3 days I called Pride and was told I needed to speak to the parts department. No one in that department will answer the phone or return calls after 3 voice messages I have left over weeks now. My contract calls for Pride to fix or to provide a monetary allowance toward a new refrigerator. I would like this to be addressed by Pride to provide the services I paid for in my contract.

  

  Business Response

  Date: 04/20/2023

  I show that we had to special order the parts and the parts were installed on 04/11/2023.  I have attached a copy of the installation ticket.  This issue has been resolved.

• Initial Complaint

  Date:03/07/2023

  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.

  During a service call I was told I needed a new coil. Someone called me a few days later and told me I had three options. 1) a new coil=$2300 2) A new air handler with a 5-YEAR WARRANTY = $2700 or 3) a new air handler and compressor for $4000. I opted for option 2 because of the 5-YEAR WARRANTY. I called them a few days later to ask for something in writing about 5-YEAR ********. I was told they only come with a 1-year warranty. I have been trying to get the person who told me it came with a 5-YEAR WARRANTY to call me back to make good on what he said. I have been getting the run around for 3 weeks now. The last time I spoke with someone she put me on hold for 42 minutes and then hung up. I am going to cancel my service contract and will never use them again!! Buyer beware!!! I asked them when they installed the new air handler if it would require an inspection by the building inspector. They said no. When they originally installed the entire AC unit, the inspector had to come back twice and Pride had to correct make corrections before they could pass the inspection. I find it odd that they told me an inspection was not necessary.