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:06/01/2025

  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.

  This is inaccurate information the sweating has nothing to do with the whole from the attic opening in my garage this did not happen with the previous AC and still has nothing to do with the current AC you replaced some of the air ducts and the unit junction box which has been placed in the wrong spot even from your own text have told us it shouldn't not have been placed where they put it because it's making my laundry room extremely cold and not blowing correct air flow through the rest of the house the air ducts that was changed and made larger is not properly done it is not placed together correctly last technician that was out just a month ago said the exact same thing from the previous text that has came out it needs to be fixed correctly this is all the work done by your company even if I had to pay an additional for extra work that was not done from your company no one has contacted me I have been calling emailing and no one responds to me they even go as far as lying and telling me a technician is on its way and he has never showed up when I call back and refuse their lies they tell me they're sorry they made a mistake different homeowner the work that needs to be done is the work that was not properly done by your company there is particles from the attic insulation when you replace a larger air duct that is not properly sealed blowing in my house and AC blowing in the Attic so please check your notes on what work was done at my house because the air ducts was changed and made larger and the air handle box in the Attic was also changed in three different locations not only I know that the technicians that come out and look at the work order tells me the exact same thing you're the only person that's telling me you did not change my air ducts not all of the air ducts was changed from your company but the ones that I'm having problems with were changed and that is easily to be seen from old air ducts to new air ducts in my attic the air conditioner blows not strong enough on the opposite side of my house which before was the coldest side of the house when you guys put in the air box in the Attic for better flow it was placed in the wrong location if you need another error conditioning company can come out while you're here and they can explain this to you as well your text know this but it seems that no one wants to correct the mishap work that was done so please stop telling me and sending lies I'm tired of calling in and someone telling me lies on the phone or when they come to my house telling me more lies of work that wasn't done or an animal done it we have a brand new roof on our home there is no holes and there is no animals anywhere in my attic and the work that needs to be replaced is not done by an animal any company will see that own team**, which explains the unbalanced air distribution my laundry room is freezing while other rooms get no airflow. There is also a visible leak in the ductwork blowing cold air into the attic, wasting energy and making the system inefficient.Despite numerous service visits and **weekly calls since April and May 2025**, I am still being given the runaround. **No one has followed through with repairs or taken responsibility**, and Ive been left with a malfunctioning ** system, hot bedrooms, and debris blowing into my home. The situation is unacceptable and potentially hazardous to my familys health and comfort.**Resolution Sought:*** Immediate full inspection and repair of all ductwork, air handler, and installation issues at no additional cost to me * Sealing or replacement of leaking ducts * Cleaning of any attic insulation or debris from vents * Confirmation of completed repairs by a senior technician * A written apology and record of what was corrected

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23404977
  
  I am rejecting this response because:

  This is inaccurate information the sweating has nothing to do with the whole from the attic opening in my garage this did not happen with the previous AC and still has nothing to do with the current AC you replaced some of the air ducts and the unit junction box which has been placed in the wrong spot even from your own text have told us it shouldn't not have been placed where they put it because it's making my laundry room extremely cold and not blowing correct air flow through the rest of the house the air ducts that was changed and made larger is not properly done it is not placed together correctly last technician that was out just a month ago said the exact same thing from the previous text that has came out it needs to be fixed correctly this is all the work done by your company even if I had to pay an additional for extra work that was not done from your company no one has contacted me I have been calling emailing and no one responds to me they even go as far as lying and telling me a technician is on its way and he has never showed up when I call back and refuse their lies they tell me they're sorry they made a mistake different homeowner the work that needs to be done is the work that was not properly done by your company there is particles from the attic insulation when you replace a larger air duct that is not properly sealed blowing in my house and AC blowing in the Attic so please check your notes on what work was done at my house because the air ducts was changed and made larger and the air handle box in the Attic was also changed in three different locations not only I know that the technicians that come out and look at the work order tells me the exact same thing you're the only person that's telling me you did not change my air ducts not all of the air ducts was changed from your company but the ones that I'm having problems with were changed and that is easily to be seen from old air ducts to new air ducts in my attic the air conditioner blows not strong enough on the opposite side of my house which before was the coldest side of the house when you guys put in the air box in the Attic for better flow it was placed in the wrong location if you need another error conditioning company can come out while you're here and they can explain this to you as well your text know this but it seems that no one wants to correct the mishap work that was done so please stop telling me and sending lies I'm tired of calling in and someone telling me lies on the phone or when they come to my house telling me more lies of work that wasn't done or an animal done it we have a brand new roof on our home there is no holes and there is no animals anywhere in my attic and the work that needs to be replaced is not done by an animal any company will see that
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/01/2025

  Strada only replaced the a/c system we did not replace duct system we only increased the supply flex from 12 to 14 inch to the first mixing box, we had to seal one existing connection in attic but that is all Strada has done, the sweating of the air handler is do to the fact that the ceiling in the garage is missing right above the air handler the h/o is aware of this, this job was done thru resi pro program and they themselves have said the h/o needs to pay for any repairs needed to existing duct work.

  Business Response

  Date: 07/07/2025

  BBB team, 
  Thank you for allowing me the opportunity to respond to the complaint. I would like to clarify the work performed by Strada. We replaced only the A/C system; we did not replace the entire duct system. Our work included increasing the supply flex from 12 to 14 inches leading to the first mixing box. Additionally, we sealed one existing connection in the attic as part of the job, but no other modifications were made to the ductwork.
  Regarding the sweating of the air handler, this is due to the missing ceiling in the garage directly above the air handler, which the homeowner is aware of. This lack of enclosure allows for temperature fluctuations, which can cause sweating.
  It is important to note that this job was performed through the Resi Pro program. They have indicated that any repairs needed to the existing ductwork fall outside the scope of our work and are the responsibility of the homeowner.
  Please let me know if you need any additional information.
  Sincerely,
  ******* DelMastro 
  
  

  Business Response

  Date: 07/14/2025

  Date Sent: 7/10/2025 8:09:50 PM
  

  BBB Team,

  
  This job has been completed, and everything is working fine. We were hired to complete the job, and the customer hasn't paid for anything. The property management is aware of the customer's concerns and will not be paying for anything additional.

  
  As a company, we plan to visit one more time to confirm that everything is working properly. Please let me know if any additional information or pictures are needed.

  
  Thank you.

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

  Business Response

  Date: 07/10/2025

  BBB Team,

  
  This job has been completed, and everything is working fine. We were hired to complete the job, and the customer hasn't paid for anything. The property management is aware of the customer's concerns and will not be paying for anything additional.

  
  As a company, we plan to visit one more time to confirm that everything is working properly. Please let me know if any additional information or pictures are needed.

  
  Thank you.

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

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We prepaid for two services. Last November they came out to do the second service and the gentleman did not what he needed nor did he know how to do it so he said they would call us back. Weve been trying to get them out here since last November and it is now March. We have lost so much time meeting the gentleman and calling their office every few days. They also dont answer their phone and they keep saying they will call back but they dont. We even spoke to a supervisor, who promised that they would get back to us and give us a refund or the service that we pre paid for. We spent many hours dealing with this and no one will take care of us.

  Business Response

  Date: 03/23/2025

  BBB team,

  Thank you for sharing the customer concerns with us. We are currently reviewing the customer file to understand what happened. If a refund is needed, we will make sure to process it.

  
  Best regards,

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

  Customer Experience Manager 

   

   

   

  Business Response

  Date: 03/23/2025

  Thank you for sharing the customer concerns with us.  We are currently reviewing the customer file to understand what happened. If a refund is needed, we will make sure to process it.

  
  Best regards,

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

• Initial Complaint

  Date:12/20/2024

  Type:Customer Service 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.

  Ive had this service for security for almost 8 years. I recently sold my home and they continue to charge me for a service I no longer use! I have called multiple times as well as emailing. Their customer service is awful !!!

  Business Response

  Date: 12/20/2024

  Mrs. ************ are currently researching the charges with our accounting department and will get back to you by Monday.
  Thank you for your patience.

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

  Customer experience manager 

• Initial Complaint

  Date:11/08/2024

  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.

   
  Complaint: 22532327
  
  I am rejecting this response because:

  They are still trying to charge excessive charges for faulty equipment that they refused to fix unless we upgraded to a new system and sign a new contract. They are also threatening legal action against me over their outdated equipment that's still sitting in my parents home broken and has been broken for years--  prompting me to have to possibly seek legal counsel myself because the charges are outrageous and way too high for equipment that broke down right AFTER the guy came the first time to "fix". We should not have to be conned into signing a new contract to fix this equipment when they shouldn't have sold us outdated equipment to begin with. They should have honored and fix said equipment.

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

  new contract for them for another broken system. I am disputing all charges because they installed a raggedy system from began with and tried to con me into signing a new contract in order to fix that beat up thing.They should have not tried to con me into a new contract to fix an outdated machine. I want the excessive charges reduced as this machine hasn't been used in years. They refuse to fix the machine and would only fix it if we got a new contract in which I refused.

  Business Response

  Date: 11/08/2024

  Dear ******* *******,
  Thank you for bringing this matter to our attention, and we apologize for any inconvenience you have experienced.
  We understand your frustration regarding the alarm system and the service issues you encountered. We take feedback seriously, as we aim to ensure that our products and services meet the needs and expectations of our customers. We would like to address your concerns regarding the equipment functionality, communication challenges, and billing questions.
  To assist you in resolving this matter as efficiently as possible, we would appreciate the opportunity to review your account and discuss the issues directly. Please reach out to our customer service team at *************  with any additional details or documentation regarding the issues and charges you've disputed. Our team is committed to finding a satisfactory resolution, whether it involves repair, billing adjustments, or contract review.
  We hope to restore your confidence in our services and appreciate your patience as we work toward a resolution.

  
  Sincerely,
  ******* *********
  Customer Service Manager
  **********************
  
  
  

  
  

  Business Response

  Date: 12/07/2024

  Response to Customer Complaint

  Dear ******************** Team,

  I am writing to address the complaint submitted by ******* ******* regarding Strada Security.

  I would like to inform you that the matter has been resolved through legal proceedings. The customer attended court and settled the outstanding amount owed to our company.

  Given this resolution, we kindly request that the complaint be removed from our records.

  
  Please let us know if you require any additional information or documentation to facilitate this request.

  
  Thank you for your attention to this matter.

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

  Customer Experience Manager for **********************

  ************** 

• Initial Complaint

  Date:09/17/2024

  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.

  06/13/2024....$139.00.........Annual maint.plan....called for tune up....guy showed up 07/23/2024....was here 45 minutes,,did not do everything....what i was told he would do....during the following month,,ac froze up 4 times.....this is why you get the tune up......called strada,,,,no response...so i called another company...they came out 08/30/2024...Rmr air conditioning......************,,,,did proper tune up.....for $69.00.....have not have a problem since ..runs good now...

  Business Response

  Date: 09/28/2024

  
  
  Dear BBB Representative,
  
  I hope this message finds you well. I am writing to provide a detailed response to the recent inquiry regarding the service performed at the property of Mr. **** ************ at ********************************************
  
  Our technician completed the following work during the service:
  
  - Cleaned the evaporator and condenser coil.
  - Checked electrical components and pressures.
  - Ensured the unit was working properly by the end of the maintenance.
  
  The customer expressed satisfaction with the service performed, and there were no reported issues. Given that the work was successfully completed, we believe that no refund is due at this time. 
  
  For reference, the service took place on July 23, 2024.
  
  If further clarification is needed, please do not hesitate to reach out. We appreciate your attention to this matter and are available to provide any additional information as necessary.
  
  Thank you for your time and cooperation.
  
  Sincerely,  
  ******* DelMastro  
  Customer Experience Manager  
  

  Business Response

  Date: 09/28/2024

  I am writing to provide a detailed response to the recent inquiry regarding the service performed at the property of Mr. **** ************ at ********************************************
  
  Our technician completed the following work during the service:
  
  - Cleaned the evaporator and condenser coil.
  - Checked electrical components and pressures.
  - Ensured the unit was working properly by the end of the maintenance.
  
  The customer expressed satisfaction with the service performed, and there were no reported issues. Given that the work was successfully completed, we believe that no refund is due at this time. 
  
  For reference, the service took place on July 23, 2024.
  
  If further clarification is needed, please do not hesitate to reach out. We appreciate your attention to this matter and are available to provide any additional information as necessary.
  
  Thank you for your time and cooperation.
  
  Sincerely,  
  ******* ********* **************  
  Customer Experience Manager  

  Business Response

  Date: 10/06/2024

  BBB,
  
  I am writing to inform you that I am willing to refund the $139 to the customer, even though they were satisfied after our repair. We are maintaining an A+ rating on BBB, and I dont want to risk damaging our reputation.
  
  Sincerely,  
  ******* *********

  ************** 

  Business Response

  Date: 10/13/2024

  BBB,

  I spoke with the customer on Friday and explained that her refund of $139 was issued that same day. Even though we refunded her as a goodwill gesture for a service she was satisfied with, the customer hung up on me and didnt want to continue the conversation.

  please feel free to call me at **************

  thank you ,

  ******* DelMastro 

  Business Response

  Date: 10/22/2024

  BBB,

  
  I spoke with the customer on Friday and explained that her refund of $139 was issued that same day. Even though we refunded her as a goodwill gesture for a service she was satisfied with, the customer hung up on me and didnt want to continue the conversation.
  please feel free to call me at **************
  thank you ,
  ******* ********* .

  Business Response

  Date: 10/25/2024

  Dear BBB,
  
  I am reaching out to see if we can close this claim. We have already issued a full refund to the customer.
  
  Thank you for your assistance.
  
  Best regards,  
  ******* *********

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

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21964708
  
  I am rejecting this response because:

  You state that a system can leak after utilizing the brand new central A/C system that your company installed just 2 years ago but are you to have a customer believe that a leak can begin within 2 years after installation? The tech that was here at my new construction home clearly articulate the leak was located inside the cabinet (closet) just outside the air handler. This portion of the copper pipe is not exposed to the elements or heat and is inside the hallway closet where the air handler is located. He (your service tech) stated the leak was more than likely at the weld at the 90 degree bend inside the hallway closet. So my question is how can there be no warranty on your work after only 2 years of purchasing this brand new home and the work your company did. 
  

  I request a contract or something in writing that shows a warranty or the lack of a warranty after your company installs a complete central A/C unit. 

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

  Business Response

  Date: 07/09/2024

  Hi ****************,

  Thank you for reaching out with your concerns about your A/C system. Id like to explain why leaks can occur and how they might happen at any time.
  Why Leaks Happen: A/C systems rely on refrigerants to cool the air. Over time, various factors can cause these systems to develop leaks:
  Age and Wear: Just like any mechanical system, A/C components can wear out over time. Seals, hoses, and connections may degrade, leading to leaks.
  Corrosion: Exposure to moisture and environmental elements can cause metal parts to rust and corrode, creating tiny holes for refrigerant to escape.
  Vibration and Movement: The continuous operation of the A/C system causes vibrations. These vibrations can loosen fittings and connections over time, leading to leaks.
  Temperature Fluctuations: Extreme temperature changes can cause the components of the A/C system to expand and contract, which can create stress points that eventually leak.
  Physical Damage: External factors like impacts or abrasive materials can damage the system, resulting in leaks.
  Why Leaks Can Happen Anytime: Given the variety of factors that can cause a leak, it's challenging to predict exactly when or where a leak might occur. Even with regular maintenance, these issues can develop suddenly due to unforeseen circumstances.
  Additionally, with the current high temperatures, your A/C system is working harder than usual. This increased workload can accelerate wear and tear, making leaks more likely to occur unexpectedly.
  Our Commitment: We understand that dealing with an A/C leak can be inconvenient, and were here to help. Regular maintenance can reduce the likelihood of leaks, but if you ever suspect a leak, please contact us immediately. Well perform a thorough inspection and make the necessary repairs to ensure your system operates efficiently.
  Appointment Confirmation: We have your appointment set up for July 11, 2024. I see the amount for the leak check already includes a discount. Our technician will thoroughly inspect your system and provide you with the best possible service.
  Conclusion: If you have any more questions or need further assistance, feel free to reach out. We're committed to providing you with the best service possible.
  Thank you for your understanding.
  Best regards,

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

  Customer Experience Manager 

  Business Response

  Date: 07/17/2024

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

  Thank you for reaching out and sharing your concerns. I understand your frustration and would like to address your points clearly.
  If there had been an issue with the installation of the copper lines, the problem would have manifested immediately, not two years later. The development of a leak after two years can be attributed to various factors, including normal wear and tear, vibrations, or other unforeseen internal factors.
  Our standard warranty on workmanship is one year, and the manufacturer's warranty on equipment can vary . Given the time that has elapsed since your installation, the warranty on our workmanship has expired. Therefore, we are not in a position to offer a refund at this moment.
  I am happy to provide you with a copy of your installation contract and warranty documents for your reference. If you need further assistance or have any questions, please let us know.

  
  Best regards,
  *********************************

  Business Response

  Date: 07/18/2024

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

  Thank you for reaching out and sharing your concerns. I understand your frustration and would like to address your points clearly.
  If there had been an issue with the installation of the copper lines, the problem would have manifested immediately, not two years later. The development of a leak after two years can be attributed to various factors, including normal wear and tear, vibrations, or other unforeseen internal factors.
  Our standard warranty on workmanship is one year, and the manufacturer's warranty on equipment can vary . Given the time that has elapsed since your installation, the warranty on our workmanship has expired. Therefore, we are not in a position to offer a refund at this moment.
  I am happy to provide you with a copy of your installation contract and warranty documents for your reference. If you need further assistance or have any questions, please let us know.

  
  Best regards,
  *********************************

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is at its end. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/31/2024

  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.

   
  Complaint: 21784196
  
  I am rejecting this response because:

  I have more than one home with the same ac system.  It is only the one at this house that gets low on freon so that tells me that there is a leak somewhere in the system 

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

  Business Response

  Date: 06/15/2024

  ******* , 
  I wanted to address the performance of your air conditioning unit in ******* due to the high temperatures we've experienced over the past few months.
  As you know, we do not manufacture the units, and they contain mechanical components that can sometimes fail unexpectedly, even in brand-new systems. However, your extended warranty has covered all necessary repairs, and you have not had to pay any additional fees beyond those required to maintain the extended warranty.
  I understand your frustration with the need to recharge the unit annually. If you would like to discuss canceling the extended coverage, we can certainly explore that option. Please keep in mind that canceling any policy may involve a prorated amount and potential cancellation fees.
  Given the age of your unit, I personally recommend keeping the policy to prevent paying for repairs out of pocket. My goal is to provide you with the best service and support that Strada offers to our valued customers like you.
  Thank you again for your understanding. Please feel free to reach out to me directly at ************** if you have any further questions or concerns.
  Best regards,
  *******
  
  
  

  Business Response

  Date: 06/15/2024

  ******* , 
  I wanted to address the performance of your air conditioning unit in ******* due to the high temperatures we've experienced over the past few months.
  As you know, we do not manufacture the units, and they contain mechanical components that can sometimes fail unexpectedly, even in brand-new systems. However, your extended warranty has covered all necessary repairs, and you have not had to pay any additional fees beyond those required to maintain the extended warranty.
  I understand your frustration with the need to recharge the unit annually. If you would like to discuss canceling the extended coverage, we can certainly explore that option. Please keep in mind that canceling any policy may involve a prorated amount and potential cancellation fees.
  Given the age of your unit, I personally recommend keeping the policy to prevent paying for repairs out of pocket. My goal is to provide you with the best service and support that Strada offers to our valued customers like you.
  Thank you again for your understanding. Please feel free to reach out to me directly at ************** if you have any further questions or concerns.
  Best regards,
  *******

  Business Response

  Date: 06/07/2024

  Dear ********************,
  
  Thank you for reaching out to us regarding your recent service call. After reviewing your account, I noticed that there have been no charges since everything was covered under your warranty swap. Regarding the issue of your unit being low on Freon, this can happen at any time, especially with the high temperatures we have been experiencing lately.
  
  I see that the last service call was on 5/31/2024. If you have any concerns or would like to schedule another service appointment, please do not hesitate to contact me. Our team is here to ensure that your unit is running efficiently and effectively.
  
  Thank you for your continued trust in our services. We look forward to assisting you further.
  
  Best regards,
  
  

  Business Response

  Date: 06/25/2024

  BBB,

  I would like to clarify the coverage of R410A under your Service Warranty Plan (***) contract, as outlined in the current underwriting terms and conditions.
  Repairs: The *** covers R410A at the time of repair. When we replace the leaking part, we will charge the system to the proper subcooling level.
  Service Calls: The *** does not cover R410A during a service call if the system is leaking. In this case, the customer is responsible for the cost of the R410A.
  Maintenance: The *** covers up to 1 lb of R410A during maintenance. Any additional R410A required will be charged at $75 per lb.
  Line Set Leaks: If the line set is leaking, it is not covered by the ***. However, the bid we provided for the line set replacement includes R410A.
  These terms and conditions apply to all customers under the current *** underwriting.
  If you have any further questions, please feel free to give me a call. 

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

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

• Initial Complaint

  Date:05/26/2024

  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 have a new system in a new build that was installed approximately 14 months ago. The system is already leaking oil/freon in the copper leading to the air handler. I attached pics. I called and was told there is a service fee and labor is not covered under the parts warranty. I would understand but this isn't a parts problem, this would be due to an install issue which should be fixed and the system filled up.

  Business Response

  Date: 05/27/2024

  This is certainly not the level of service we strive to provide to our valued customers, and I sincerely regret any inconvenience this may have caused you.
  Your comfort and satisfaction are our top priorities, and we are committed to resolving any issues you may have encountered with the A/C unit. Please do not hesitate to reach out to us by calling ************** and asking to speak with *********************************. She will be more than happy to assist you and address any concerns you may have.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 15th I called who I thought to be One Stop Heating and Cooling and scheduled an appointment for September 20th as our AC was no longer functioning. We had a service contract we had paid for with One Stop.On September 20th ************************* from Strada came to our home and charged us $427. He told me that our service agreement was with the previous company and that it no longer applied. He pushed multiple times to attempt to have me sign a new service agreement making me feel uncomfortable. I explained to him in the beginning that I was not going to be paying for another service contract with what happened to my previous one. He blew out the debris in our AC drain line and caused the line the come apart. He did not test to make sure all water was draining properly and thus over time water went into our walls and underneath our first floor flooring. Multiple companies had to be called out to fix the damage caused and our 1st floor flooring had to be completely replaced. This technician caused ****** plus worth of damages to our home.I asked Strada to repair the line for free given the issue and they obliged. When they came, the technicians reneged on the free service and asked us to pay $576.00 to fix the issue they caused after the repairs had been completed. We explained to them the circumstance and they still tried to charge us to which we refused. Given that we had insurance cover most the costs except the deductible of around $2,000, we did not pursue Strada any further.We did not hear from them again until March 1st claiming we still had an open invoice. Had they sent us this invoice in September or October, I couldve submitted to insurance for payment. Now at this point, I want them to make things right. I want our insurance deductible paid for and all money paid refunded.Their shady business practices are not acceptable for this community.

  Business Response

  Date: 03/19/2024

  Dispute Regarding Outstanding Payment for Service
  
  Dear BBB,
  
  I am writing to bring to your attention a dispute regarding an outstanding payment for services rendered to a customer, *********************. The customer purchased a contract from One Stop, who has since gone bankrupt, and we acquire the access. The last service call we have on record is from 2/15/2022 from One Stop.
  
  ********************' first service call with Strada Services was on 9/20/2023 for a broken PVC pipe and water leak, which she paid $427 additional work was require .  On 9/30/2023, we went back to finish the job, which required a two-man job to pull the drain line from the 1st floor to the 2nd floor. The customer was informed that drywall and other expenses were at their own expense, which they agreed to and signed a document.A total of $576 was due on the service date, which the customer did not complete payment for.
  
  Despite our efforts to collect, including emails and assistance from a collection agent, the customer has refused to pay. The job was completed, and the customer was fully aware of the payment due. We believe the customer owes the money and is refusing to pay.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *********************************
  *************
  Customer Experience Manager  why here...

• Initial Complaint

  Date:02/11/2024

  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.

   
  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,
  
  ***************************omplaint, but further underpinning a lack of post-installation support, I was told that Strada would be responsible for scheduling the final inspection with the county (required to complete/close out the building permit) and that someone in their office would reach out to me within a few days to work with my schedule. After a week of no contact from Strada, I found the county website and scheduled my own inspection. The county inspector showed up on time. The inspection passed with no issues.

  Business Response

  Date: 02/12/2024

  ******************,
  
  Thank you for taking the time to speak with me today. I want to extend my apologies for the delayed response regarding the refund. We have been waiting for Synchrony finance to provide us with information on whether they will be crediting your account or if we will need to issue a check. Your patience is greatly appreciated as we work to resolve this matter promptly.
  
  I am pleased to hear that the inspection is being completed and that everything is passing as expected. It is our priority to ensure that all of our customers have the best possible experience with our work. I will be sure to include all of my contact information in this email,and I encourage you to reach out if you have any further questions or if there is anything else I can assist you with.
  
  Thank you for your understanding and cooperation in this matter.

  sincerely,

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

  Customer experience manager for ********************** 

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

  Business Response

  Date: 02/12/2024

  ****************** ,
  
  I have submitted the refund of $****** to Synchrony.  I have attached the receipt.  It should take **** days to show on the account.  They did say the payment will stay the same that the ****** is just reduced on the principal of what is owed.