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:08/18/2022

  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 1/11/2017, my elderly Mother paid Ragsdale Heating and Air over $10,000 to install a heat and air system in my mobile home in *******, **. The "Sales man" came and talked my Mother into taking the original furnace inside unit out and replacing it with an outside unit for heat and air. My Mother ended up taking a loan out to pay the man for the unit and installation, he took off with the sale and off he went. A few days later two young men came to install the unit. The did not even replace or make sure my ducts were hooked up and the guy stood here for about 20 min it still wasn't blowing properly-barely no air. I know they didn't replace the ducts or even make sure they were hooked up because they stayed at only one end of my home. The man left regardless of not blowing and next day Ragsdale sent another tech over here-he said it was probably the thermostat needed replacing so he did and no difference. Months went on the Ragsdale office manager, ****** just laughed at me and said the rats probably chewed the ducts down, but if I wanted to pay $2,000 they would fix the ducts where they would work. I didn't have $2,000 more dollars so it never got fixed---I have never even gotten to use unit. ****** again she said she had to fix because under warranty but she would not honor anything else because of rats. Now a week ago after breathing dangerous mold and health problems, I told ************** was emailing her and Art Ragsdale (owner) a letter. I told them if they don't replace my unit and fix my ducts to work, or give me a full refund I would take legal action. She called 2 days later said they would replace ducts but I would have to pay labor, I said no and what about ***** nonworking unit? She called back 2 more days later and rescinded the offer to fix ducts and said they are offering me only $2,400 and have to sign a release form and would have to find another company to honor my warranty. I said no because that still does not fix the problem. I still remain without.

  

  Business Response

  Date: 08/29/2022

  One of our core values is to give remarkable service and you can see by our 5 Star Rating we uphold this value.Another one of our core values is to be kind and encouraging. We are sorry that we have a huge misunderstanding here. We installed the new heating and cooling system with ductwork for $7,558.00 in 2017. In 2018 the system was not working due to an infestation of rodents which had made beds at the evaporator coil which blocked air flow. This was not and is not covered by the manufactures parts, workmanship nor labor warranties. We made recommendations for a solution, however, ********************** were not pleased with those as it was not covered by warranty and would be a cost to her, therefore, ********************** advised Ragsdale that she was going elsewhere to have the problem resolved. Now, in August 2022, ********************** contacted us and advised nothing had been done and that we must cover repairs under full warranty. We stand behind our original findings that we offered to replace the ductwork with hard pipe, as to avoid further rodent damage, at no charge. From our understanding this was not acceptable to you. We then offered you $2,400.00 to enable you to use your own contractor. The manufactures warranty would still be in effect. 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17740061
  

  
  I am rejecting this response because:
  

  To begin, I view this problem as far more than just a misunderstanding. You stated that you installed a new heating and cooling system with ductwork; that is NOT correct. You have not even connected any ductwork, as your contract states and that obviously makes the unit unusable. Also my elderly Mothers receipt says that she paid you a total of $10,407.00, ($289.00 per month), not $7,558.00; so that is inaccurate as well. You also keep blaming rodents for your sloppy and lack of work you did at my residence. Yes, I did tell you that all my neighbors and I in this area had a brief problem with rodents, due to county demolition of a mobile home on the next street over. If this was a problem for you to hook up the unusable unit, which you did minus the ducts, you should have declined the job and not taken our money. You also took pictures of the rodent droppings, so that shows that you were perfectly aware that there were rodents under the home when you did the job; therefore you cannot keep blaming the rodents for never hooking up the ductwork and your faulty system. You offered then to install metal ductwork after I called again and tried to charge me another $ *****; I declined. I then advised ****** in the office shortly after that the rodents had been taken care of with poison, as my neighbors did too. I asked again if you could fix your problem with the faulty installation and unusable unit so I could use my system, you declined. I then saw a burned spot on the computer board, as well as three ***** burners. There should be no moisture in this unit, (it had never even been used), so I called ****** to honor my warranty and replace these bad parts, she said she would, but no more honoring the warranty with rodents, even though I told her there were no more rodents; she just hung up on me. I still could not use my unit, so that really was totally unbeneficial to me just replacing those parts; it was still unusable. It is also untrue that I said I would go somewhere else to have the problem resolved. As my letter states that I have written to you, I now have health problems and have for some time, due to this negligence from your company. I have been breathing all of the mold underneath my home through the vents and return all of these years, which as you know is very dangerous; when I told ****** she agreed and said that her workers wouldnt even go under there with the mold to hook up my ducts because it was dangerous, and I told her I have been breathing it for years. I also have had to pay for window units to stay cool in summer months, as well as floor heaters to stay warm in winter months. When you received my letter, you offered to finally hook up my ducts, although you would charge me labor fees; I declined since I am not paying you another dime. Then you told me to think about it over the weekend. I called you back as you asked the following Monday, and you said the offer was no longer on the table and the new offer was to take the $2,400, sign a release form and find another company to honor my warranty; I declined. Once again, I am not pleased with your response to this problem.
  
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/01/2022

  ************************** facts are not accurate, therefore, please review our original statement/answer, as we stand behind that information. 

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17740061
  
  I am rejecting this because:

  As I have said, the offer of $2,400 is not appropriate to fix my issue. I have requested a mediator to look at this case. Attached is a copy of what was charged, $10,407 as well as stating that all ducts are included and were not.

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

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********.

  Sincerely,

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