Complaints

This profile includes complaints for Thermal Tech Heating & Air Conditioning, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Thermal Tech Heating & Air Conditioning, Inc. has 2 locations, listed below.

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  Thermal Tech Heating & Air Conditioning, Inc.

  PO Box 748 Hoschton, GA 30548-0748

  
• 

  Thermal Tech Heating & Air Conditioning, Inc.

  1560 University Dr Auburn, GA 30011-3384

  

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:02/26/2025

  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.

  The person answering calls for this company has no customer service skills. She refuses to listen and talks over you. She closed out our service request through our warranty with *** which caused us to lose the service fee and go through the hassle of trying to have the funds returned and another service placed. It was never explained that the service was closed so si was trying to obtain information and she rudely talked over me and claimed she already gave the info and refused to give me the time of day to understand what the issue was. She needs new training or you will continue to lose customers.

  Business Response

  Date: 02/26/2025

  The work order was placed for AC not cooling with the home warranty company on 02/07/25 and we reached out and left a voicemail, we reached out again on 02/14/25 and left another message. *** ***** was spoken to on 2/14/25 around 2:50 pm, and explained it was physically too cold to check the ac when it is in the 30's outside, he understood, and said it was warm one Saturday and it was not working, then it got cold again. I explained the work order would be canceled and he had to wait till it was warmer outside to be able to check freon levels as it was still too cold to get an accurate freon reading which would not be fair to him or his wallet in the future as you can not check freon levels and get a true reading when it is cold. His wife called 21 days after the work order was placed, wanting an apt, I explained the work order was canceled as it was too cold to check the ac when it was placed when it was in the 30's outside. She said her husband was not made aware of it being canceled. I explained yes he was made aware and explained why, she started yelling and cussing at me so i disconnected the call. Their work order from her home warranty company was placed for an ac. You can not check an ac unit when it is in the 30's which was the temp when work order was placed. Their warranty company rules were followed as we can only look at what is on the work order, we were trying to help them out and save them money by informing *** about ***** and weather and that it needs to be checked when it is at least 70 outside to get an accurate freon reading. The work order was not for heat at all and the heat would not be looked at.  Below is the work order, showing we can only look at one ac unit. Also shows when the work order was canceled. All they had to do like explained to **** today was to call the warranty company and place another work order, but still needs to wait to be warmer to get an accurate reading. All we did was follow AHS rules/guidelines and tried to keep them from wasting money now and will have to redo when it is warmer.

  Work Order Information
  Dispatch Priority:Normal
  Autho Required?: False
  Items
  Item 1: Air Conditioning (Central-Electric)
  Problem: Circuit Breaker And Fuses Tripping, Leaking Water, Not Coming On, Not Cooling, Not Responding To Thermostat, Running Constantly,
  Status: Open
  How Many: 1.
  Location: Other

  Canceled Job: Cannot contact customer
  By American Home Shield on 02/14/2025 @ 2:50pm EST

• Initial Complaint

  Date:12/12/2023

  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.

  On December 11, 2023, the technician came to our house on behalf of ******************************* The unit is 21 years old and has been regularly maintained every six months. He gave us a receipt saying that there was a leak at the evaporation coil that caused the compressor to lock and there was no major damage to condensor unit. He told us that the unit needed to be replaced. However, when Thermal Tech submitted their report to American Home Shield, they said the system didn't break because of normal wear and tear, but because the freon was leaking and that caused the compressor to break. But in a 20 year old system, isn't a freon leak in the coils part of normal wear and tea? Our system was. working until last week, when we called AHS. How are we supposed to know that the Freon is low if the system is still working. It seems like Thermal Tech was just conspiring with American Home Shield by submitting a report to AHS that absolves both companies of responsibility to make good on our insurance claims.

  Business Response

  Date: 12/12/2023

  Tech did say the evap coil in the air handler and the compressor need to be replaced as they do, but picture proof showed the warranty company that the system has issues not cover by the policy. Ahs made the choice based on the pictures submitted to them that would hold up in a court of law. They were advised they could request a second opinion from Ahs. They make the choice to cover something or not. Thats not our choice. Pictures do not lie on the shape the system is in let alone it being a 4 ton inside and a 3 ton outside which is against manufacturer rules.