Complaints

This profile includes complaints for Superior Heating & Air Lake Oconee's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Superior Heating & Air Lake Oconee

  130 Scott Road Ste B Eatonton, GA 31024

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  Superior Heating & Air Lake Oconee

  36 Persimmons St STE 202 Bluffton, SC 29910-7661

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:11/06/2024

  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.

  Company came out for inspection of our heating and cooling system after our outdoor unit started making a high pitched hum when the heat was turned on. Technician came out and replaced refrigerant for $443 as he said it was low. In this same visit, technician told my husband that if noise did not stop there was likely a leak somewhere in system. Next day we noticed noise did not stop so we called company to have technician come back to asses for possible leak. Company manager initially told my husband we did not need a technician to come back as you would not be able to tell if there was a leak by the noise. My husband specifically asked that someone come out to check anyway. Company eventually agreed to send same technician back out. Again, we explained that the outdoor unit was only making noise when the heat was turned on but the technician chose not to go up into the attic to asses the furnace, charged a diagnostic fee of $116 dollars and quoted us over $8,000 for a new unit. Out of reluctance, we sought a second opinion, another company came out and finally assessed the furnace in the attic to find out that was where the leak was the first technician had predicted was there but did not thoroughly assess for. This new company also made us aware that the warranty for the coil had expired on the day of the second visit from the original company and a new coil was going to cost us $5,000. I called the original company to voice my complaints at which the company manager, Kristina, admitted that the technician was in the wrong for not assessing the furnace but was unwilling to refund the diagnostic fee we were wrongfully charged as the technician did not thoroughly do his job in properly assessing our unit to correctly diagnose the problem and ended up costing us $5,000 we would not have had to pay with the current warranty. Now we are having to take up the issue with the manufacturer with no certainty that the warranty with me rewarded due to their negligence.

  Business Response

  Date: 11/13/2024

  To Whom It Concerns:

  We apologize for any inconvenience this may have caused the complainant.  The office manager spoke with the complainant
  in the beginning when he was complaining about the loud noise.  She explained to him that the noise could be
  from the defrost cycle.  She asked if
  this happened when it was cold outside. 
  He said yes it was in the morning when it was colder.  She did offer to send someone out, but he
  said he would hold off for now and see if anything changes.  When he called back a second time, he
  explained that his fiancé was afraid to turn the system back on since the first
  repair was made and would like to have someone come out and check it out.  he was asked if the unit had made the noise
  when it got warmer.  He then stated he
  didn’t know because his fiancé refused to turn the unit back on since that Sunday
  after the repairs were made and the unit made the noise again in the morning,
  which was in the 40’s that morning.  We
  sent the technician out and he spoke with the customer who showed him a video
  of the outdoor unit making a noise.  The technician
  checked the pressures, and the unit was still holding all of the freon that was
  installed 5 days prior.  The technician
  felt he did not need to check the air handler due to the pressures were still
  holding.  He gave the customer a quote on
  a new unit due to the noise was coming from the compressor.  Due to the unit running low on freon
  previously, it caused wear and tear on the compressor.  The husband requested a quote on a new unit
  instead of doing repairs or getting a quote on repairs that would possibly be
  needed.  As you can see from the quote
  that the customer attached, the quote was for $7251, not over $8,000.  There was a discount of $806 applied to the
  unit.  The fiancé then called the office
  and spoke with the office manager who then tried to calm the situation down.  She explained to the fiancé that the technician
  should have checked the indoor unit and was reprimanded for not doing so;
  however, due to the pressures being good and the noise issue being from the
  outdoor unit, which was the reason for not looking at the indoor unit.  They were having issues with the outdoor unit
  making noise.  She also explained that if
  her unit was under warranty, she has ways of working around that and could do
  the repairs under warranty.  The fiancé then
  replied that she did not want us back out and she was going to go with the
  other company for the repairs.  The
  office manager again stated that she would not have to pay full price for the
  repairs because she can get the part under warranty.  The fiancé refused and stated she wanted all
  of her money back.  The office manager
  stated that she would have needed the freon from the first visit and we went
  out after hours on a weekend.  The fiancé
  then got irate and angry and was screaming at the office manager.   The office
  manager said I understand where you are coming from and apologized for them not
  coming to an agreement. 
  

  As the owner of the company, I do not feel that the customer
  should be refunded for the cost of the freon and after-hours fee.  We tried all we could to make the customer
  happy and did exactly what the customer wanted us to do.  The customer needed the freon at the time of
  service.  The customer was advised there
  could be a leak but refused to have a leak search done at the time of
  service.  He was advised that if the issue
  persisted then he may need a leak search. 
  The customer refused the leak search on the second visit as well due to
  pressures being good.  We tried
  everything as a company to make the customer happy, but unfortunately, we were
  unable to do so, and the customer refused to allow us to help.   

  Customer Answer

  Date: 11/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: (1) The “husband” did not ask for a quote for a new unit in place of repairs as the aforementioned “husband” was not home at the time of the quoted visit, it was the “fiancé.” (2) After spending approximately 5-10 minutes at our home on the second visit, the technician recommended the unit be replaced and said “fiancé” asked said technician how much a new unit would be, hence the aforementioned quote. (3) The freon was holding because we had not ran the unit again after hearing the noise had come back subsequent to the freon being replaced. As you mentioned in your response, “fiancé” was concerned about turning the unit back on with an issue still being present. (4) “Husband” did not refuse a leak check simply due to rejection of services as he was told it would cost an additional $1000 and the technician/expert in this field made it seem it was unnecessary due to freon having just being replaced. (5) And finally, “fiancé” became irate when office manager attempted to blame her and “husband” for outcome of visits resulting in an expiration of the warranty on the parts actually needing to be replaced. All of which because we provided a video as evidence of what we were experiencing [Causing?? Forcing??] the technician to think it unnecessary to conduct a further investigation into the attic on the second visit after being told repeatedly (at and between visits) that the issue was with the heat and not with the air. 
  

  I do apologize for losing my cool, but victim blaming is low decorum and a poor way to conduct business. Bottom line, you all are the experts, we called on you all for a service which was not thoroughly completed to the best of your abilities. As I mentioned in my initial complaint, your office manager even admitted to me on our phone call that your technician did not thoroughly do his job by failing to inspect the parts of the unit in the attic (I am sure this was also caught on the recorded line for quality and assurance purposes).
  

  As mentioned in my initial complaint, we are asking for at minimum, a refund of the $116 diagnostic service fee as, mentioned by your office manger, the technician was in the wrong for not conducting a thorough investigation. The refund request for the $483 freon service fee was in the event that our back dated warranty would not be honored, costing us $5,000 out of pocket, due to your company’s mistakes. This is a matter that is still ongoing and under review. 
  

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