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:03/15/2025

  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.

  On March 3, 2025 a tech from this company showed up to do scheduled maintenance on my AC unit. When asked if this recommended add on was under my warranty with ******. He said ****** had gone out of business leading me to believe my warranty was not good anymore. He said I needed a hard kit booster to protect my compressor which could cost $4000. His first quote was $423. I said that was a lot. He came back at me with a quote of $211. I said go ahead and do it. When the job was done he gave me a bill for $280. i paid it. when I looked up the price of the part online it was about $30. I called the ** manager and they said she was not in and she would get back to me in ***** hours. She did not. I called back in 72 hours and got a hold of her. I told her my story. She said she would email my story to the manager of the *****. And he would get back t me in ***** hours. He did not. I waited 6 business days to call her back and they said she was not in. I left her a voice mail. She did not call me back. Today I called the company to cancel my monthly service contract with them spoke to a guy he said he would take care of the cancellation. As I stated they did not get back to me several times that is why I am corresponding to the BBB.

  Business Response

  Date: 03/17/2025

  The customer spoke to the customer service manager who went over the invoice. The customer was explained that on the day of the tune up, the tech performed an install of a hard start kit due to the Daikin system running weak as the capacitor was showing signs of it give up soon. Aside from this the tech located some additional bio growth and recommended adding a treatment. This was a total charge of $280.50, after the applied discount for being a gold member. 

  The customer was advised that we could request a call back from the service tech manager, since he was upset with the tech advising that ****** was no longer in business. This is accurate as carrier took over Daikin but in efforts to give the customer more details, we requested the service manager to follow up. 

  We have sent another request to receive a call back from the service manager, this manager tends to be on the field and office hours can vary depending on the workload. Mr. ****** did understand the billing after going over it with the customer service manager unsure of the dispute being requested at this moment. 

  Business Response

  Date: 03/17/2025

  The customer was contacted by the service manager and a voicemail was left. Pending a call back to **************.

  Business Response

  Date: 03/17/2025

  The service manager was able to get ahold of the customer and went over their concerns. As an act of good faith, we have fully refunded the customer for this service call. 

• Initial Complaint

  Date:10/14/2024

  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.

  I found Xtra Mile by calling the ****** listed phone number for another business (that I own). Somehow Xtra Mile is using a call system to acquire customers which is stealing customers from other businesses. The number I called was ************. I have contacted ****** and am trying to get my business listing corrected. However, in the meantime, ********* is acquiring customers fraudulently.

  Business Response

  Date: 10/15/2024

  Good Morning, 

   

  I spoke to Donna this morning, and this was not intended to be against Xtramile. It seems there is an AI calling system that is using her number to route to different companies in the area. Xtramile is NOT affiliated with this calling system, nor do we use the number mentioned. Donna is replying with an update to dismiss this complaint. 

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22419967, and find that this resolution is satisfactory to me.     I do not believe that Xtramile is intentionally taking customers from me, however there is some lead generating company that no one seems to be aware of who intentionally and maliciously changed our business phone number on Google.  If I find anyway to identify them I will file another complaint.
  
  
  
  Sincerely,
  
  
  
  Donna Dickerson

• Initial Complaint

  Date:08/07/2024

  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.

  I am a ************** Member" with this business with these stated benefits:As a ************* Member, you are guaranteed same day appointments, FREE evaluation, 20% parts discount, 2 tune-*** and once a year duct sanitizing. Only $19.95 per month.I phoned today for a same-day appointment and am being charged $138.00 because they can only get to me "after hours." I phone at 12:11 pm.I am the victim of a deceptive practice.

  Customer Answer

  Date: 08/07/2024

  This issue has been resolved. 

  The vendor sent a service technician within normal business hours and I was not charged the $138.00 fee.

• Initial Complaint

  Date:08/07/2024

  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.

  I purchased my air conditioning system with a full, comprehensive 10-year warranty. When I purchased the warranty, I was told that warranty repairs would cost me nothing.Here I was charged $737.40 for a warranty repair.I am the victim of a deceptive practice.I want a full refund of the $737.40 that I was charged.

  Business Response

  Date: 08/22/2024

  Good Afternoon, 

  We visited the customers home on 5/03/2024, on this day we confirmed the unit needed a part replacement. The customer was without air and requested the part be ordered. A processing fee ($279) was paid for along with the purchase of 5 pounds of refrigerant ($365.60). In order to determine if a leak was present a leak detection ($92.80) is done. 

  The customer was also due for a membership renewal ($249) in order for the service call to be at no cost, and additional discounts be applied to the services rendered. After review the refund request there is no balance owed to the customer. 

  The customer since has been serviced and has not voiced any concerns pertaining to this service call. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22106452
  
  I am rejecting this response because:

  Diagnosis is to be fully covered under my service plan.

  I should not be charged for refrigerant that leaked due to a faulty part that was to be replaced under warranty. It the part they installed hadn't failed then the refrigerantvl would not have leaked!

  I expect a full refund for diagnostics and refrigerant.

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

  Business Response

  Date: 08/23/2024

  Good Afternoon, 

  
  The diagnostic fee is covered by the yearly membership however a leak detection test is a not covered within the yearly membership.

  As for the refrigerant this is optional and at the customers expense nor will the manufacture warranty on the part pay for adding refrigerant as a temporary solution. Please find attached your Daikin Warranty, the section on refrigerant was highlighted. 

   

  
  

• Initial Complaint

  Date:06/28/2024

  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.

  In November of 2023 - the company was used to validate an evaporator leak on my HVAC unit. This was replaced under warranty by the manufacturer. In February of 2024 our fan unit went out and this was replaced at my expense in May of 2024. I noticed that the unit was freezing up again after the fan replacement approximately 2 weeks later. A tech came out and stated that there was another leak in the evaporator coils and he spoke to someone at the company who stated they would order another part and it would be covered since this was just replaced less than 4 months ago. The unit was not working until Nov until Feb, then it stopped working until May when I replaced fan. This is ridiculous and poor customer services from this company

  Customer Answer

  Date: 07/05/2024

  You can close this complaint.  I was able to work out a satisfactory resolution to this issue with the company.  Thanks 

• Initial Complaint

  Date:12/19/2023

  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.

  ********************* was the technician that came to my home and told me I had a power surge. The power company FPL refused to repair all damage underground wires and meter has rust in bottom where water runs into the wires. I asked for documentation from xtraMile and never received it. They did the work for FPL electric. I need ********************* to sent me what he wrote down. I also need repairs done. Upload documents show I have surge insurance and line insurance with FPL

  Business Response

  Date: 01/29/2024

  The customer received an $89 refund on 1/23/24. Customer is satisfied. 

  Business Response

  Date: 01/29/2024

  We are scheduled to return to customer on **** to complete the service visit. 

  Customer Answer

  Date: 01/30/2024

   
  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:12/17/2023

  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.

  4/10/23 had routine A/C maintenance appt with XTRA MILE (**). The ** tech said A/C system needed electrical rejuvenation (condenser/capacitor, Hard Start ***************** Charge$509.58.On 11/23 AC SYSTEM wasnt working, Alarms in electrical panel for Circuit Breaker for A/C (air handler,A/C unit condenser) went off & smoke came out of electric panel. When ** A/C tech came he said Hard Start Kit put on in April by different tech had blown up affecting A/C & electrical panel he stated that issue was the Hard Start Kit ** installed in April which did not belong on our A/C System. (FYI- I still have the Hard start System that Blew up). Once A/C tech removed Hard Start System our A/C system worked but electrical panel was still damaged. ** Electrician was able to do a short term fix electrical panel so we had electric power but said our electrical panel had too much damage for long term use. Considering the damage from this issue we agreed with him to replace panel. Charge $2,466. I HAVE MADE REPEATED CALLS TO ** CUSTOMER SERVICE REGARDING THIS ISSUE & REQUESTING ** MANAGEMENT CALL ME TO RESOLVE THIS ISSUE. I HAVE NOT RECEIVED ANY CALL BACK OR OTHER CONTACT FROM **.

  Customer Answer

  Date: 12/27/2023

  
  I was contacted by the General Manager at XTRA MILE to discuss my **************** Complaint I submitted to ********************.
  

   We had a very productive discussion and agreed to billing adjustment to resolve my issue WITH XTRA MILE.   As a result my **************** Complaint with XTRA MILE has been resolved.  
  

  if you need any additional information please contact me. Thank you 

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

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

• Initial Complaint

  Date:10/30/2023

  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.

  Plumbing Protection work:06/14/2023- Bathroom sink has leaking needs to replace the pop-up drain. ***** installed and we had a slow leak underneath to vanity and floor (mold must be underneath). *** the Senior Tech. came (09/20/2023) to tighten and also remove the old ball stopper stick. 08/18/2023- Replace, install new water filtration system under kitchen sink. Turned my back for four minutes, ****** replaced old water filtration with new. I asked how that was replaced so fast. Went in circles with this with him, turned out he supposedly unscrewed the old housing and replaced with the new. Asked him where the box with my new water filtration system was. He told me, "I took it to the truck". I said, "Go bring it back to me". He never even put in the new hose or even installed my new faucet that came with it. After I had specifically told him that our household had come down with Covid-19 a month earlier and we were concerned. He insisted that I didn't need the hose or faucet. Went around in circles again until he said, WELL, THAT WILL BE $345.25". I said, "Do it!" With surprised look, he replaced the small side faucet but no hose. He refused to install and asked me to sign the paperwork. He left and took my hose with him and junked it. *** the Senior Tech. came (09/20/2023), and said, "Yea, it's okay, no problem". Not true! There is a problem! This was an easy job, Unscrew and replace, the faucet was more detailed. Electrical Protection Work:09/18/2023- We were having shower remodel work done (plumber) and original conduit was installed outside of wall frame. We needed electrician to fix the bathroom conduit. Electrical Protection plan worker **** said, " I have to cut paneled bedroom wall and change over flex to allow conduit to turn corner. Repulled wiring through conduit and reconnect devices. **** made two holes in same area and left my bedroom wall with a large gaping hole. Conduit is large and special drywall and paneling is required.

  Business Response

  Date: 01/29/2024

  We refunded the customers money. She stated she was satisfied with our resolution.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 20801310
  
  I am rejecting this response because:
  To whom and where have they refunded the money?  I show no record of this refund anywhere. And which occurrence were we refunded for? I had two complaints with the plumbers and one complaint against the electrical work.

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

  Business Response

  Date: 02/14/2024

  As you may or may not know ****** is ********************** daughter.  She lives with and cares for her mother and her mothers home.  After the first complaint to the BBB was made by ******, I called her to see what we could do to resolve her issues.  After more than hour after listening to her complain about everything but what we had done.  I finally got her to narrow it down to two things.  She claims that we did not replace all the hoses on the water purification system installed under the sink.  Then claims we probably stole that unit and just changed one of the hoses.   Additionally, we did some electrical work and had to run conduit from the bathroom into her bedroom which is paneled not drywalled.  To do that work we had to make a hole in the paneling to run the conduit.  Before the work was done, we explained we dont repair the holes made to complete the fix that it is up to the homeowner.  She said she understood and signed work agreement for us to do the job.  Now she claims the hole can not be covered because the conduit sticks out to far.   Again, after allowing her to complain about us stealing from her and the fact that she believes *********** was hitting on her I just confronted her by asking her what she is looking for to resolve these issues.  She truly didnt understand what I was asking,  So I explained was she looking for an apology, was she looking for us to come back out and replace all the hoses on her water purification system or was she looking for a refund for the work we did.  I could not get her focused on what she wanted.  So again, I explained that typically when someone writes a BBB complaint, they are looking for some remedy or compensation for damages.  I point blank asked her was she looking for us to refund her money,  she asked how much we would pay her.  I told her I was not in the position to offer an amount.  She would have to tell us what she felt she was ***********.  In my frustration I asked her was she looking for a huge number like $10K, because that is what it felt like she was trying to do get money to pay for her bathroom to be remodeled and to have the paneling in her bedroom replaced.  I explained that we were not going to pay that kind of a number, but I was hoping she would say just buy me a new water purifier and fix the hole in my paneling and I would have done that.  But never was there an offer to pay her $10K.  I finally told her the best I could do was send my two managers out to replace the hoses on her water system and to see about making it possible for the hole in her wall to be fixed.  She agreed and I had our CSR manager call to schedule the call.  At that time, she said she didnt want us back and want the $10K that she was offered.  We have sent our best Techs to the home to do this work and she has a problem with everyone of them. 

   

  Just a point you might want to make with the BBB.  She is not the homeowner.  Shes the daughter.  The mother never filed any complaint.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 20801310
  
  I am rejecting this response because:

  
  Hello ***** & ********************* (To ALL):
  I would first like to clarify some issues that I saw when I read the response from Xtra Mile business and ***** (BBB). My mother wanted/asked me to contact BBB. ******* is currently listed as the sole owner of the property at **************************, I am on the *********** and care for my mother and reside at this same residence. In addition, my mother is with the *********************** program (My father died from service-connected causes),she is not able to care for herself or any business associated with the property, or even her own health care. I was appointed by the courts and by the VA as her Fiduciary (Rep. ******* and am also listed as *********************** ***** of ******** and for ************** ***** of ********.
  Now in regard to conversations I had with either BBB or Xtra Mile what I said to either party was not fabricated nor was it meant to imply that I was asking to be paid a large amount of money. If you recall, I originally stated that I wanted to be refunded the entire amount. After speaking with *********************, we narrowed it down to the two managers coming back to this job site.One was the plumber who would install the new hoses and the other was the electrician who would install a small conduit (I believe the conduit/connector **** installed was the only one allowed), but as ********************* said to me, they would not be fixing the hole in the wall. His company does not do that. It was afterward when ********************* said to me, What do you want or what are you looking for, me to pay you $10,000.00 to re-panel the entire room, because Ill do that If thats what it takes to satisfy you. I told him I was not looking to do that and mentioned that was an exorbitant amount to have to pay. At the end of the conversation, **************** said he would call at another time to arrange for the two managers to stop by. After careful consideration, I changed my mind and decided to contact ***** (BBB), I was concerned as a customer, and felt ripped off by both plumbers, **** and ****** . **** did not do his job the right way leaving the stopper loose so it could slow leak all over the bottom of the bathroom vanity and wall . And do I have to go over what ****** did and did not do?! I am not fabricating any part of those two stories, or even about the electrical work. I discussed this all with both parties exactly what was mentioned,however, regarding the electrical work, to reiterate, I honestly felt that ******************* could have done the job the right way by completing the work in the bathroom and not carrying it out into another room (my bedroom paneled wall).And I believe he installed, what was required, a large connector that because where it was put, will not allow normal size drywall to cover it, not to mention the cuts that **** did to the wall paneling and outlets.
  Are we all clear about this or what is it that I am saying to you is incorrect?

  
  A Copy and Paste below from my response to BBB on 02/07/2024

  
  Desired settlement:
  
  If it is required, you can send your plumbing manager to inspect the job site, but we are requesting a refund for the plumbing work on the bathroom vanity stopper that leaked all over bottom of vanity ($280.65) and the refund on the new water filtration system install ($345.25). The discussion with these two plumbing incidences in particular has been going on since August 2023.
  If it is required, you can have your electrical manager inspect the holes/cuts made to the paneled bedroom wall along with inspection of the conduit and two outlets that ************ worked on. If all is safe, and the work was necessary to do on that paneled wall then you can keep the fee charged, but I will need my wall repaired. Xtra Mile will be responsible for the complete cost to repair the dry wall and paneling. As of yet, I have not researched what the cost of this repair will be (Professional estimate appointment will be made in the next week). However, to be absolutely honest and to reiterate, I researched electrical conduit, connectors, etc. and from what I gathered something else could have been done in the bathroom wall instead of him going into the bedroom wall and two outlets. And the refund on this job would be $474.20.
  
  I have four contracts with Xtra Mile (i.e. Air conditioning (ten year), plumbing, electrical, and FPL Home Serve). I do not wish to cancel any of my contracts. And furthermore, when I call for service that we pay for or have paid for in the past, I will not accept any service work that is anything below what is clearly stated in the contract, nor should any worker of Xtra Mile be scheduled at our residence other than the exact time and day specified that was made between our household and Xtra Mile.
  I truly appreciate the time you took and the concern you have in trying to resolve this BBB complaint. We have been good customers with Xtra Mile/FPL Home for four years and we intend to stay with Xtra Mile, FPL Home, and also FPL (40 years). To make you aware we have more jobs that need to be done around our home and would like to be able to contact Xtra Mile, FPL Home when we are ready to schedule any plumbing,electrical, or cooling/heating service needs.
  Thank you again for your dedication to ******* ship. if you have any questions or concerns you can contact us at any time.
  
  Sincerely,
  *******************/*****************************