Complaints

This profile includes complaints for Momentum AC Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Momentum AC Services, Inc.

  3113 N Armenia Ave Tampa, FL 33607-1633

• 

  Momentum AC Services, Inc.

  2900 18th Ave S St Petersburg, FL 33712-2552

• 

  Momentum AC Services, Inc.

  9187 Park Blvd Seminole, FL 33777-4133

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:09/25/2024

  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.

  Subject: Deceptive Practices by Momentum HVAC I would like to file a formal complaint against Momentum, a company I have used for HVAC services for several years. I recently experienced multiple incidents that suggest the company is engaging in deceptive business practices, including charging for Freon services that were not authorized and refusing to provide recordings of critical phone calls. At two different properties, Momentums technicians charged my ************ with Freon, despite no evidence of leaks or system malfunctions. Furthermore, they processed these charges to my stored credit card without my clear, written consent, which is a violation of ethical business practices. When questioned, they provided recordings of other calls but conveniently omitted the recording where I explicitly did not authorize the Freon charge. I urge you to investigate this company and hold them accountable for their actions. These deceptive practices are unfair to consumers, and it is essential that others are made aware of the risks of doing business with Momentum. Thank you for addressing this issue.

  Business Response

  Date: 09/30/2024

  Thank you for forwarding Mr. Beuzeville's complaint.
  
  Mr. Beuzeville has been our client since 2021, and we have serviced some of his properties in the past. On 09/17/24, he contacted us regarding an issue with one of his rental properties. We sent a technician the same day to assess the situation. Since this is a rental property, and no maintenance limit was in place, we knew that we needed approval for any repairs on-site.
  
  Upon inspection, our technician diagnosed the system and found it was low on Freon due to low pressure, and the drain line was clogged. We immediately contacted Mr. Beuzeville to inform him of the issues and recommended repairs. He agreed to the repairs, and we called him again to confirm the pricing and his approval of the work. Fortunately, all our calls are recorded for quality assurance, and I will attach the recorded conversations for your review. These confirm that we received his approval for the job.
  
  After the job was completed and the invoice was sent, Mr. Beuzeville requested a refund, claiming he never approved the Freon charge. We explained the situation to him and provided the recorded conversations where he approved the repair. Despite this, he refused our explanation and escalated the issue to the CEO of our company. In an effort to resolve the matter amicably, the CEO offered a goodwill refund of $179, which Mr. Beuzeville declined. Instead, he demanded a full refund for the Freon charge, arguing that the Freon wasn’t necessary, even though the system was confirmed to be low, as evidenced by our photos and the technician’s diagnostic report.
  
  When we informed Mr. Beuzeville that we could not meet his demand, he became upset and promised to damage our business. He subsequently posted a negative review on Yelp and changed his previously positive Google review to a one-star rating. After that, he opened a claim with your office.
  
  We never force customers into repairs; Mr. Beuzeville willingly agreed to the work. Our question is why, after the repairs were completed, did he change his mind and attempt to damage a business with a proven track record and thousands of satisfied customers? Even after speaking with our CEO, he chose not to accept any offers and took this route instead.
  
  Please review all the attached evidence, which includes:
  - The invoice
  - Pictures showing pressure levels and the Freon with a scale, demonstrating the exact amount added
  - Two phone recordings of the repair approval (we are unable to upload this due to the type of files it allows us to upload, please advise us on where to upload the phone conversations with his clear approval)
  - A phone recording with the CEO (we are unable to upload this due to the type of files it allows us to upload, please advise us on where to upload)
  - The positive review he gave us in June, and his updated review (we were unable to upload the updated review due to the maximum files reached)
  

  If you need more evidence that we have, please let us know where we can upload them to help solve this matter.
  
  Please review all the evidence we have provided, as we take every complaint very seriously and are committed to resolving this matter immediately. 
  
  Unfortunately, we cannot allow ourselves to be subject to blackmail or threats from customers demanding refunds after approving and receiving services. Our reputation is extremely important, and we are dedicated to serving our customers with integrity and professionalism. We intend to continue delivering excellent service and growing our base of satisfied clients in the future. 
  
  Thank you for your attention to this matter.
  
  Kind regards,
  Daniel Kovach

  Customer Answer

  Date: 09/30/2024

   
  
  Complaint: 22337920
  
  
  
  I am rejecting this response because:

  Momentum AC has again failed to provide evidence that they were permitted to store credit card information as per the BBB complaint. The owner's response was far from amicable and he even stated that I should go ahead and file a complaint with the "Attorney General's Office". 

  
  Sincerely,
  
  
  
  Javier Beuzeville

  Business Response

  Date: 10/01/2024

  Mr. Beuzeville,
  
   We have reviewed your concerns regarding the recent service, and we believe that we have taken all the necessary steps to ensure transparency and compliance with our protocols. Below are the key points of clarification:
  
  1. *Freon Charge and Approval:* We have documented the system's Freon levels before and after the service, and the charge was necessary due to low Freon in the system. We would never proceed with a repair without your consent, and we received your approval during two separate phone calls, both of which were recorded.
  
  2. *Card on File:* As a homeowner managing properties with tenants, our protocol requires having a card on file if you are not physically present at the time of service. This ensures payment can be completed after the work is done, especially since tenants are not responsible for payments. We have followed this protocol consistently since 2017, and your card has been kept on file for all services rendered.
  
  3. *Billing Transparency:* We informed you of the service cost prior to starting the work and again upon completion. The card on file was charged as per our established process, just as it has been for past services. We strive to maintain transparency through detailed invoices, complete with descriptions, pictures, and all relevant evidence regarding the service performed.
  
  4. *Refund Request:* While we cannot issue a full refund for the Freon used, we have offered a goodwill refund of $179. This offer stands as a gesture of good faith, though we maintain that the charges were necessary and approved by you.
  
  Momentum AC is unable to issue refunds to every customer who requests their money back after agreeing to a repair. We do not engage in upselling, and all pricing is based on a fixed price book that is set in our system upfront. Our goal is always to provide honest and transparent service, ensuring customers are fully aware of costs before any work begins. 
  
  We have many cards on file, and we never use them without proper authorization. You provided us with authorization when you approved the job to be completed. At no point were you pressured or forced to proceed with the repair; the decision was entirely yours.
  
  If you choose to file a complaint with the Attorney General's Office, we will involve our legal counsel as well. We are confident in the evidence we have, including phone call recordings, detailed invoices, and pictures that clearly support the work we performed. The diagnostics align with the visual evidence, and we are fully prepared to stand by our actions and present our case if necessary.
  
  We assure you that our business operates with honesty and integrity, and we have a long-standing reputation for delivering high-quality service. Our technicians are paid hourly, not on commission, and adhere strictly to our price book to ensure fair and consistent pricing.
  
  We hope this clarifies the situation.
  
  Sincerely,

  Daniel Kovach

  Customer Answer

  Date: 10/06/2024

   
  
  Complaint: 22337920
  
  
  
  I am rejecting this response because:

  1. The unit did not need a Freon charge. The Condensate line was clogged and that is all the unit needed. The resident prior to this had no prior issues with the unit keeping or maintaining temperature inside the home and 2lbs of Freon is not an inconsequential amount. This is not an isolated incident as an almost identical issue occurred on a different property in St. Pete. In both instances upon follow up inspections the units have held pressures and no leaks could be determined or found.  Upon reading reviews on Yelp there are multiple instances from other client's claiming to be charged for unnecessary repairs in addition to customer's being charged due to warranty's not being honored. I had requested that Momentum  provide technicians EPA certifications - Momentum has also failed to provide this. Upon review Momentum has not provided Freon weights for the St. Pete property despite requesting said documentation. Momentum has also failed to provide recordings of all the requested phone calls despite multiple requests, the only one that has been provided is one which is out of context. I am confident that Momentum will not provide the two phone calls in question much less the last and completely inappropriate final phone conversation I had with the company's owner.

  2. Momentum did not have express consent to store my credit card details. If they can provide said documentation or privacy statements they should. Per their own invoices and policies it is explicitly stated: "I find and agree that all work performed by Momentum AC Services LLC has been completed in a satisfactory and workmanlike manner. I have been given the opportunity to address concerns and/or discrepancies in the work provided, and I either have no such concerns or have found no discrepancies or they have been addressed to my satisfaction. My signature here signifies my full and final acceptance of all work performed by the contractor." - Momentum does not have said signature and this is per their OWN WRITTEN POLICY stated on their invoice. 

  In response to points 3 & 4 and Momentum's Comment -  "We do not engage in upselling, and all pricing is based on a fixed price book" - A near identical service was performed at both the Saint Pete and Tampa properties. The St. Pete service is nearly identical with the exception of an alleged .3lb difference of Freon. Although Momentum is at will to change their pricing as they wish; I would encourage them to disclose their price sheet to back this comment showing documented changes from said dates. 

  
  Sincerely,
  
  
  
  Javier Beuzeville

• Initial Complaint

  Date:06/06/2024

  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 found Momentum AC from ****** based on very positive reviews. Installed a brand new AC system last Feb. and paid for over $8000 for it. I expected this system to last a long time and be worry free for a while, as the old one lasted for near 20 years. However, only after a year and 3 months, unfortunately passed Momentum AC's 1 year full warranty, the system broke. I really appreciate Momentum AC's prompt response and fix, but only found out that they replaced the capacitor and charged me $400 for it plus service and diagnostic fees. When I asked for the expected lifetime for whatever capacitor that they installed (the old one last year, and the newly replaced one), I was told that it could be random, and unfortunately such capacitors are not under Momentum AC's parts warranty. That means that I should expect the system to be broken any time again and I have to pay big bucks for them each time. I would love to continue the business with Momentum AC, but after this, I have to think alternatives. A business' reputation is not just based on the service they do normally, but rather on how they can handle a customer's adversity and improve itself upon it. Additional note: just found out that the capacitor (model info: Titan Pro 35 + 5 TRCFD355) that they replaced costs around $12 at Amazon and the invoice shows that I was charged $400 for this part. Yuck. What else should I say?

  Business Response

  Date: 06/26/2024

  Good afternoon,
  My name is *********************, and I am the office manager at Momentum AC. On June 4, 2024, we provided service at a customer's residence in the afternoon, which incurs higher labor charges due to the emergency nature of the repair. We always communicate our fees upfront over the phone and proceed with repairs only after receiving customer approval. During this visit, we replaced the capacitor, charged for the service call, and discounted the diagnostic fee. Additionally, we offered the customer a membership option with a 15% discount on repairs, which they declined at the time.

  
  Following the service, despite our efforts, the customer left a negative ****** review and filed a complaint with the Better Business Bureau (BBB) without prior contact with our company. Upon discovering the review, we promptly reached out to the customer to discuss their concerns. After a constructive conversation, we decided to refund them $269 to resolve the issue satisfactorily.

  
  As a result of our proactive approach and commitment to customer satisfaction, the customer revised their ****** review, indicating their satisfaction with our resolution. At Momentum AC, our goal is to serve all our customers exceptionally and ensure their HVAC needs are met with reliability and trust. We take pride in our track record of thousands of happy customers, and we remain dedicated to delivering the best possible service.
  Please let me know if there's anything else you need from me.

  
  Best regards,

  
  ********************* Office Phone :************ 
  Office Manager, Momentum AC

  Customer Answer

  Date: 07/01/2024

   
  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:09/21/2022

  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.

  Momentum ** was sent out by ************************ a couple weeks ago to diagnose and repair the ** at our rental town home in **********. They Charged $380 to flush a drain line and add some R-22 refrigerant.They didn't attempt to repair or find the coolant leak, meaning that the system would obviously continue to leak expensive R-22. About two weeks after they performed their work, the ** went out again, due to a leak. Another company went out, found the leak and performed the necessary repairs and explained that the filter drier and TXV valve were leaking/defective. I spoke to Momentum's office manager yesterday and she advised me that she offered us a new unit and that 13 year old systems should not be repaired. She refused to refund our money.

  Business Response

  Date: 09/21/2022

  Good afternoon, 

  We have receive the complaint, we have been to this home on 8-25-2022 after the property management ****************** Used sent us a work order to check one of their properties . the complain was ** was not working. When we arrived at this location and we proceeded to diagnosis the system and we found the system is pretty old over 12 years old and has Freon leakage but this was not the reason the ** stopped working, the drain line was filled with water and once the technician cleared the line with nitrogen and drain solve ** kicks on when the technician proceeds with the diagnosis the ** has Freon leakage as a stated above , technician add 2lb of Freon just to try to cool the house and make the tenant feel more comfortable , but the maintenance limit is around ****** to ****** and we have already exceeded the limit , we did state on the invoice that we need to add more Freon because its probably not enough We did alert the management company the system probably has a leak somewhere but due to the age and the condition of the unit we recommend a complete new change out.

  I need you to understand that we are doing business with more than 17 management companies and we have a protocol if we suspect the ** has a lot of issues or require a repair that we can not take any responsibility on the repair so we offered a new system just because we need to be  on the safe and preprofessional side. Our policy is we warranty any work or parts that we change but if the unit is too old than we can not warranty the job that we do we rather not do the job or offer a new unit.

  Regarding the $380.00 charge,  we did receive an approval to minimum work : add Freon and clear the line. as u can see the work we completed by the invoice and the pictures i attached.

  The homeowner decided to take the 2nd opinion the 2nd company changed the filter dryer they will be responsible for the repair and that their decision .We unfortunately could not do the same just because the system has more problems.

  Homeowner called to the office and started cursing and screaming and yelling would not allow me to say anything when I explained to him that we did work on this unit he called me a liar and said he was contacting you guy @ BBB

  When I spoke with the property management he treats them the exact same way and they did also stop working with the homeowner due to his aggressive behavior, probably this is his way to threaten business to get his money back.

  We will not tolerate this kind of behavior and we will not be under threat we did preform out job the best way we could if I was a fraud as he stated I would done repair just to take his money and I didn't.

  If you have any question please give us a call at ************ ****

   

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18053587
  
  I am rejecting this response because:  I did not curse or scream as she stated. She is not telling the truth. I did explain that I would be filing a complaint. I told her that it was nothing short of criminal activity to charge money and not repair the problem. They could have reached out to me to extend the charges beyond our $300 limit, but didn't. Therefore the freon leaked out soon after they left the premises. I was not provided any options except to replace the system. Additionally, I fired the previous management company because they asked for  $525 to renew the lease agreement. This is in addition to the 9% they charged monthly. You were told only partial truth. Momentum clearly wanted us to purchase a new system. The 2nd tech said that the cost of the needed parts was low enough to justify the repair, we we proceeded with the 2nd company. I want a refund. The leak caused the *** valve to freeze in a closed position which meant that the tenants only had heat, but no AC. I want my money returned. Thank you. 

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

  Business Response

  Date: 09/27/2022

  Good morning.

  Again we received a work order to go to this house because the ac was not working, we did take care of the problem and made ac work and have some cool to the tenant , we have maintenance limit and we reached the limit ,,,,,,  we did advice ac has a leak, and because of past experience and company protocol if we diagnose or have suspect ac has many problems and to repair the ac will not work as good as it needs , or if we can not warranty or guarantee the repair we will decide not to move forwards we did the minimum required to make ac run without touching it too much you need to understand ac is too old ,and at this times  not a lot of parts in stock and if they are very expensive because ac is not under warranty, so after all listed above we decide to give an estimate for a new unit, you don't have to agree to the estimate , you have the right to use any company on the market we never in the past and we will never in the future treat with aggressive sale to our customers this is their options if to do the repair or not i did not force you to move forward with a new unit , it was just a recommendation. and after i give my recommendation you have the right to choose if you want to do it or not , we never called and ask if you wanted to move forwards and we did not handle directly with you , we handled with the property management which we still doing a lot of work for them and we do work with this property management for over  4 years now and like this property management we have at least 17 more  management companies that we do a lot of business them for 6 years now ,  we are an honest company and if we were not honest most likely we would not had returning customers. 

  you decide to to take us as a project and complain about us and probably it's not your first complain to the BBB  so please sir we have submitted all the evidence for the repair we did and what we could do for the same day and for the maintenance limit we had......we're happy you decided to take second opinion and they solve your problem in the way it worked for you, but every company has their own protocol , policy and own way to handle situations what i suggest to the BBB is to call to the property management and ask them about our performance and about your attitude too .....

  have a lovely day.