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:03/07/2023

  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 February 22, 2023, Pride Air Conditioning installed a new air conditioning unit in my home. The unit price was $5400.00. As per their request, we paid a $450 deposit and the balance of $4950 on installation. As of today's date, 3/6/2023, the unit has failed to function. Numerous technicians have been sent to my home in an effort to determine why it isn't working but so far, they have not found the problem. The first unit installed was replaced by a second unit which also failed to function. Over the past few days, we have contacted the company numerous times and have not been able to speak with anyone even though we have left numerous messages. They are basically ignoring our calls. It has now been almost two weeks without a resolution to the problem. We are senior citizens living in *******. Today the temperature is 90 degrees outside and 85 in our apartment. We have had to go out and purchase fans in an effort to find some comfort. Before purchasing the unit from Pride, we were advised to buy a unit from another vendor. Because we have had a service contract with Pride for many years, we decided to go with them. We are now realizing that this was a mistake. This situation is causing us quite a bit of stress and anxiety. We would appreciate BBB looking into this matter ASAP. Thank you.

  

  Business Response

  Date: 03/30/2023

  Customer has been contacted and issues have been resolved to her satisfaction.

• Initial Complaint

  Date:02/27/2023

  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 a contract with Pride. I called a month ago re the issue in the bathroom. The plumber came over a month ago. He didn't fix the problem, said the part needs to be ordered. Then in a week, the second visit was scheduled. On the day of the visit, they called me that the technician brought incorrect part and the visit needs to be rescheduled. We spent all day waiting, had to take a day off to wait for him, just to hear that he is not coming. The visit was rescheduled. The technician came, but didn't fixed the issue, said that the other part is needed. After multiple calls, they told me that the part is on the backorder, they don't know when it is available. I asked them what part is needed so that I would buy it on my own. They are going back and force and cannot clearly tell me what exactly is needed. As of today, we live without the shower already a month. Please escalate, This horrible company needs to respond and fix the issue immediately

  

  Business Response

  Date: 02/27/2023

  We went out on 01/27 and found that a plastic piece inside the facet handle was broken and the part was ordered.  We scheduled to install the part, but unfortunately the technician who had the part called out sick and we had to reschedule.  We reschedule to install the part on 02/17.  Once this part was replaced, it was found that two additional parts were needed.  The required parts are on back order with our normal venders.  We have no issue if our customer would like to try and obtain the needed parts on his own, however, per the terms of the policy, we do not cover parts that are not available through our normal venders, and we would not reimburse for the cost of the parts, if they locate them, but will be happy to schedule to install them. The parts are a Kholer pressure balance ring (GP500520) and a Kohler cap (GP77759).  

• Initial Complaint

  Date:02/23/2023

  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.

  The company was supposed to run a new liquid line for my central air conditioning unit in my condo in *************** *******. I was in ********** at the time and my Condo Sitter was at the condo when the men came to do the work. The Condo Sitter called me later that day telling me she was there for 2 1/2 hours and the men had told her they finished the job. I went down to ******* a few weeks later on January 31 and noticed the air conditioner was not working properly. I called pride and another gentleman came out to check the unit. He read the report from the other two workers from January 14 and the report said they did not run a new liquid line. I had paid $500 in advance on my credit card as requested from pride. If this guy never read that report to me I never would have known that they did not run a new liquid line. I called the company and ended up talking to a supervisor Named ***, this was on February 1 or second and he said that they would credit my credit card and it would take 5 to 10 business days, today is now February 17 I called my credit card company and no credit has been issued. I called pride again and ended up leaving a message for *** the supervisor and have not received a call back.

  

  Business Response

  Date: 02/23/2023

  The customer refund was issued on February 9th, 2023. I have attached the refund confirmation. 

  We were unable to complete the services as a roofer would also need to be retained and be on site.  ************************** spoke with *** if reference to a refund on 02/03/2023.  The refund, as you can see on the attached confirmation, was processed on 02/09 within the 5- to 10-time frame that was provided.  If ************************** still has not received the credit to his account he will need to speak with his credit card company directly.

  Customer Answer

  Date: 02/23/2023

   
  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:02/14/2023

  Type:Billing 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.

  Do not use this business. They lie, cheat, and operate dishonestly.They owe me for 6 months of charges I did not authorize. I agreed to pay for a 1x a/c estimate. I could not use them so I rejected Pride and paid them immediately for sending the estimator. Than, they started to charge my credit card monthly without approval. They agreed to refund the money they owed but have withheld repaying it until I called constantly demanding reimbursement .Then, after many lies and double talk I still have not received the credits they accepted responsibility for. They decided to keep charging my credit card for what should have been a one time air conditioning estimate for an 6 additional months. I discovered Prides cheating by accident while looking over my expenses. Pride charged me for an extra 6 months only because they had their greedy hands on my credit card. Pride trys to sound good but they are skunks who must be trapped to get your money refunded even when they are caught making bogus credit card charges. You do not want to trust this double talking rip off second generation excuse for an honest business. They are sleazy liars. One thing I admit Pride is good at. Lying. Pay me Pride.

  

  Business Response

  Date: 02/15/2023

  **** ***** purchased a monthly *** agreement and payments were set to run automatically per the terms of the agreement.  ************** contacted us about cancelling the policy, he was advised the due to restriction set by the credit card processor it would not allow multiple refunds of the same amount to be processed in a single day as it views it as a duplicate process.  We advised ************** that if he provided his card information, we would be able to issue a single refund for the agreed upon amount.  ************** declined to provide the information.  Two refunds were issued and then we received a charge back request from **************** credit card processor.  We accepted the charge back and not further refund is due to *************** 

• Initial Complaint

  Date:02/11/2023

  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.

  Pride installed a new A/C at a rental property in 2018 that was a permitted installation. The installation passed inspection by the city of Tamarzc The air handler was installed too high and blocks the door to my attic of my house located in the garage. The manager *** tells me he does not know whether the attic door was installed after the Air handler was installed and therefore refuses to even consider mitigation of the error.This property was tenant occupied and the tenant finally moved after one of the occupants passed away and now I have access to the home I realize I cannot open the door to the attic My house is 50 years old so the attic was always in place Pride has refused to mitigate the error.

  

  Business Response

  Date: 02/25/2023

  We have reached out to ********** to schedule to assess the issue to see if anything can be done to resolve the situation. 

• Initial Complaint

  Date:01/31/2023

  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.

  A technician from Pride came out to our home because our a/c was running but cooling. He advised us that the capacitor was not functioning properly and said it was 211 dollars to replace it. He also informed us that the kill switch and another part could be replaced but it was not necessary for the unit to function properly. He was paid and he replaced the capacitor but not the other unnecessary parts. Within ten minutes of him leaving the a/c was not working properly. Also upon further investigation the kills switch was functioning properly which leads to more concerns about the legitimacy of the repair. We would like a full refund for all services rendered and an investigation into the tactics used to sell customers products they do not need without actually fixing the problem. Upon further investigation into the company and their reviews this seems to be a very common situation.

  

  Business Response

  Date: 02/01/2023

  No refund is due in this matter.  We advised ****************** that additional service were needed which were declined.  She attached receipt and statement.

• Initial Complaint

  Date:10/18/2022

  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 been a customer of ******************** Air ********************** and ********************** for the past 5 years. Recently have I encountered incidents where Pride had been unable or unwilling to repair covered appliances consisting of a refrigerator, ice maker, and a kitchen oven.On 08-25-2022 I had requested in writing the cancellation of the unused portion of my service contract. Receipt of my cancellation request was acknowledged by ******************** of Pride's contract department. She had stated that the unused portion (approx 8 months remaining of my $447.26 contract) would be returned to my credit card.It is now mid October and I have not received the unused premiums. I have periodically asked both *******, as well as ******* of Pride's customer relations department, to investigate the status of this matter. No such refund has been made to this date.Could you please assist me in my attempt to obtain my refund.Sincerely,***************************** *************************************************************

  

  Business Response

  Date: 10/20/2022

  ********************** refund has been processed per the terms of the policy.  When a policy is cancelled after it has been in effect for more than 10 days, the policy holder is entitled to a refund of the unused portion of the policy less and claims.  ****************** had 1 parts/labor claim.  I have a attached the cancellation generated by the system, the terms and conditions showing the cancellation policy, and the refund confirmation.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18242806
  
  I am rejecting this response because:

  The attached document "******* - Cancellation" contains invalid entries for services. The ************ requests incurred since during my current contract period beginning 04-22-2022 was that for an unsuccessful repair of my kitchen oven during June and July. Pride's service technician and parts department had informed me that the part needed to repair the oven was no longer available, and that I was essentially out of luck. I found this to be unacceptable and proceeded to cancel my contract with Pride.
  

  I should be entitled to approximately 8 months of unused premiums for $300.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/16/2022

  ****** from our management team has made several attempts to contact the customer to discuss the matter.  The customer has not returned our call and we are closing this file. 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18242806
  
  I am rejecting this response because:

  I have parted ways with Pride AC due to their poor customer service relating to this complaint, as well as with two
  prior instances of failure to service other household appliances. Thank you.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/18/2022

  I have attached a screen shot of our outgoing call log showing two messages were left for the customer at the number we have on file for the policy.  Our plumbing supervisor, ****** would be happy to discuss the matter with *******************  ****************** can reach ****** at *******************. 

  Customer Answer

  Date: 11/20/2022

   
  Complaint: 18242806
  
  I am rejecting this response because:

  I had not called ****** as I had cancelled my service contract in response to my dissatisfaction with their level of service.
  
  I will contact ****** (who you reference as plumbing supervisor?) for the possibility of anything positive that can be achieved. Note that the instance was not related to plumbing.

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

• Initial Complaint

  Date:10/05/2022

  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.

  Had water heater break, and pride service contract scheduled to rrplace it. When they replsced it they broke water line inside wall. After bring told that there is PVC. Pipes Theu came and took pictures And told me to turn water off 5 days later after many calls they respond to send out plumber to investigate. The plumber leaves before i arrive. Even after informing them when i would be there Then i call and was told that i gave to make another appointment 7 days without water due to an issue they created. And no one trying to resolve the issue

  

  Business Response

  Date: 10/11/2022

  On September 27th we dispatched a technician to the customer's home.  When we arrived, the customer was not home.  We were able to reschedule to return the same day and we drained and bypassed the heater.  The customer was quoted for the ******* replacement of the water heater, less the contract credit of 700.00.  We installed the replacement heater on 09/29.  Upon completion of the work when we went to collect the payment that was due, the owner was not present to make payment.  We received a call later that evening that there was a leak in the wall.  We believed this to be unrelated to the water heater installation and leaks in the wall are not covered by the policy covering the property, however we attempted to contact the owner to send a technician out as a courtesy to determine the cause of the leak and make sure it was not caused by the water heater installation.  We were finally able to schedule with the owner to return on 10/04/22 between 4 to 6 pm.  Our technician arrived at 4:15 pm, no one was home, and the technician was dispatched to his next call. When the customer reached out to us when they had arrived at the property and requested us to return, we were unable to dispatch the technician back to the area.  We rescheduled to return 10/05/22.  The customer turned on the water 30 minutes prior to our arrival.  The area was inspected, and the technician found no signs of a water leak the customer has a balance due of ****** which id due immediatly.  

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18171676
  
  I am rejecting this response because: Pride repairman was informed before installation that I had  PVC pipe and that they needed to be careful with installation.  There was even a warning listed on the pipe coming from the water heater, The leak occurred immediately after installation it was less than 10 minutes, and I called to have the service return- but was told they would have to send someone else. When the serviceman returned around 930pm he took pictures of the leak and said he would notify his supervisor and to turn the water off.  I called Pride every day for more than 5 days before they even returned a call from a supervisor o find out what the problem was.   the dispatch said they were ordering a part. I asked how can you order a part  for something you have not been around to see- cause the leak is in the wall.  When the plumbing Supervisor finally called for another appointment- I told him that I could not be home until 430pm .  He was reluctant but agreed .  The next day I rush home and arrive at 415pm.  and wait.  I check my landline- and pride serviceman called and stated that he will be there waiting for me as agreed  since I was his last call, and it was no problem.  [have the message on voicemail]  I call around 5pm to find out that the call was cancelled since there was no one home.   

  There was no effort to collect payment -- and I would not have paid anyway under these circumstances - being without water for more than 7 days, Due to lack of concern for from PRide.  Then they came ti cut small holes in the wall to say there was no leak.   

  The next day I called a plumber  -- who found the installation related leak and repaired it in less than 30 minutes. 

  9 days without water thanks to Prides installation.   

  And this is good Customer Service?

  
  ***************************

  

  Business Response

  Date: 10/14/2022

  No consideration for time is warranted as the delays were due to the failure of the homeowner be at the property at the scheduled appointment times. We are not charging the homeowner for not being available when they scheduled their appointments.  We followed up and found no leak in the wall was found and no further service are required.  The homeowner needs to remit the balance due 

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18171676
  
  I am rejecting this response because:

  The appointment again that I made with the plumbing supervisor was that I would be there for this appointment at 430pm  and my appointment window was from 4-6pm.  I have video pic of the service vehicle that left before the scheduled time - he left at 413PM  I arrived at 415PM.  and I have voicemail call from the serviceman stating that he would wait for me.to get there  

  Moreso  -- Pride knew that I was without water for this entire period.  No consideration of what I had to endure due to the issue that was directly related to their installation. 

  When a company does not want to find something -- there is always a method not to do so -- because they have done it before to someone else.   The ONLY leverage that I had was that I had not paid them -due to a fault on their part  -- not mine.   Otherwise, they probably would have never returned any of my  calls.

  Again:  Is this good customer service ?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/16/2022

  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.

  We contacted Pride to come out and fix our *** on **** the Tech arrived and found 1 AC partially frozen with a small leak. The filters were dirty and wet from the *** Please keep in mind that 1 of the 2 AC units was working. When the Tech left neither unit was working. When we called them to come back out to fix one of them. They set up the new appointment for the 16th before 12noon. They refused to come back that night. On **** my wife called at noon since they didn't show up. They stated that the tech was running late. My wife called at 2 pm. to get an update as to when the tech would arrive. They said that no one answered when they were at the gate. They canceled. Please keep in mind that Pride had talked with my wife 3 times prior to this event.

  

  Business Response

  Date: 08/31/2022

  We went to return to the property to check the system.  We attempted to contact the customer when we were at the property, we got no answer on the call before and had to removed the call from the schedule.  *********** was rescheduled for the next day. We found an issue with the drain line on the downstairs, the unit was repaired, the parts were on order for the upstairs unit.  The warranty part was received and we returned and completed the repair on 08/22/2022.  We have had no further requests for service. 

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17724990
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************