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:03/11/2025

  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.

  I was contacted by Cals Heating Cooling Solutions from a HVAC lead once agreement on price was made for purchase of a 5 ton Trane system, Date came to install installers installed what I assumed would have working service, the system began to fail almost immediately began to not properly work contacted the owner ******** A.******* IV he came by a few days later took a look confirm indeed no heat and cold air blowing and 24/7 air blowing system failed to shut down that went on for about 2 weeks before he could come by. System failed once again he came by assumed needs a filter change unit blowing cold air, summer months proceeds to arrive we decided to use the unit it blew out hot air contacted ******** advise unit needs servicing he states he will stop by July 2024 contacted him again never came by I contacted another company to service unit advise that system was new that I may need to call installer it was not holding Freon due system being install only 6 months prior that I needed to call him asap and to shut system down. Contacted ******** again he states he will stop by never did October came around needed service and wanted to start fall usage system was only blowing cold air I contacted company to service where the system was totally diagnosed with all correct issues and what will cost to repair also was advised system was not properly warranty with trane damaged was over $4000 I was then advised to contact installer where unit is still under a year old with a number of issues after carefully speaking to ******** himself advising the issues once again was told he will stop by to service, ******** begins to advise that other guy was not honest etc when indeed he had been amongst other issues going forward system turns on in emergency heat mode where cost more utility cost where ******** advise he knows, we now have to replace this young unit for the price of 12k asking ******** for some compensation for inconvenience and full refund of install. Utility comp.

  

  Business Response

  Date: 03/27/2025

  The writer is the owner of CAL Heating and Cooling Solutions so I am intimately aware of everything pertaining to this matter.

  Care was taken to look over Ms. ******** house and previous ducts and hvac system to determine what was needed to correctly do this job. Also, Ms. ******** home main level and basement was under construction. We warned Ms ******** to changed filters regularly because of dust from Reno work, to have R.E. duct work cleaned and added to places in the home that would need conditioned air coverage.

  As of late January, any complained of issues have been repaired, heatpump was repaired, checked and working properly and efficiently. I have recieved no complaints from Ms. ********* about any additional problem. I also responded to Ms. ******** on google. 

  It seems Ms. ******** wants me to pull out a 1.5 +- year 5 ton system that is working fine and plus give her money for electric bill.

  After installing the **** system I received a message of a problem with the system performing properly, as indicated by (text message) I responded immediately and set appointment. System filter was totally clogged with drywall dust from basement renovations. This was the fault of the customer and we did not charge for diagnose, clean and check. On every occasion we have been more than fair.

  System was immediately checked and found to be working properly.

  Next complaint was no heat, we found the breaker would not stay on because the basement dedicated hvac line was being shared by the whole basement. Breaker was popping continuously. This issue was supposed to be corrected by her, unlicensed Electrican but never was done properly. To this day, there is a 100 amp breaker on a 60 amp wire plus other circuits added which is a problem waiting to happen. 

  It seems Ms. ******** is trying to use every resource to make us sound like the culprit and disregard the initial issues explained to her that were needed to be corrected. 

  To be truthful and as a show compassion, regardless of the continual complaints on a repaired system. I am willing to extend our service warranty out till June 2025. The normal protocol for hvac companys is to fix any mishap on any of their newly installed systems which we have done. We have followed up properly.

  According to BBB, I only had 30min to write this response but I have plenty more evidence of factual manipulation and deceit to present. Yet still we at *** Heating and Cooling Sol. Offer our hand out in integrity and compassion we want you to have a great experience as we do with every client we service but we cannot and do not just giveaway new systems after resolving minute issues.

   

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23048024
  
  I am rejecting this response because: Again you are lying as usual you have failed to address all issues there was not any construction going on in the home during ********* i have a number of documented recordings and call recordings and texts to support complaint and any future lawsuits that may arrive with legit licensed HVAC COMPANIES documents and video recordings, you have failed to address each complaint and provided requested documents pertaining to your old installed system lets be very clear again i have called you on a multitude of lies you told, your warranty extension for another companies unit is insane, i would not have trusted your your make believe warranty ,show documented proof of your past work warranties, if you can we have waited for those documents by email for well over 60 days now as per you that emailing was better have yet to see. Please address each complaint one by one, duct work has never been mention i had just had new duct work installed and ducts are cleaned every 90 days due to fact I'm a asthmatic to minimize any medical issues, if we cannot get this solved soon then we can proceed with any further steps please start with being honest from the beginning of the complaints with a suggestion when the unit would not cut off and was blowing cold air only in the winter months of January 2024. I think not providing the documents to you believe that i will not be able to support my complaints smiling or not I'm very professional and i document everything a smiling face can rob you blind or mislead you in any sales hint you should know personally now sad to say at the expense of me your consumer, I'm requesting ******* that is half the unit cost my new system was 12k I didn't request that amount im requesting a refund for what i have detailed before.   
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/06/2025

  Complaint: 23048024
  
  
  CAL:
  Hopefully, this will correct some of the issues stated by K.
  W. Since she has somehow forgotten, claimed as lies and is currently slandering with.
  
  
  I am rejecting this response because: Again you are lying as usual you have failed to address all issues there was not any construction going on in the home during 2024-2025.  
  CAL:
  [Nothing  said has been a lie, stretch or fabrication, when we installed the system you had renovation work going on in the basement, pool and on the main level]
  
  
  i have a number of documented recordings and call recordings and texts to support complaint and any future lawsuits that may arrive with legit licensed HVAC COMPANIES documents and video recordings, you have failed to address each complaint and provided requested documents pertaining to your old installed system lets be very clear again i have called you on a multitude of lies you told, your warranty extension for another companies unit is insane, 
  CAL:
  [You have nothing recorded saying anything contrary to what I have said, we know this because nothing was said. We have addressed this issue on ****** (for any party interested in reading it) as it seems you are just attempting to bad mouth our established and reputable company.  We took more than the responsibility than we should have to by repairing your AC/Heat after the warranty had expired. We fixed your unit, we have did what is required, as stated earlier, no company just removes an AC/Heat system that is working perfectly and refunds money cause the customer changes their mind 1 year later (taking into account there where problems)
  Over the course of a year we had to make 3 repairs, according to text message records you have not been honest about the time you claim the system was not working. 
  We completed the work and left the system In perfect condition. We had no complaints about the **** (not working) after we left your home. I offered an extended warranty to take you into the beginning of the summer. This would make us responsible for any breakdown. 
  Your original (1 year) warranty expired in Dec. We fixed the last problem out of warranty the last time we were in your home, no cost to you.]
  
  
  i would not have trusted your your make believe warranty ,show documented proof of your past work warranties, if you can we have waited for those documents by email for well over 60 days now as per you that emailing was better have yet to see. Please address each complaint one by one, duct work has never been mention i had just had new duct work installed and ducts are cleaned every 90 days due to fact I'm a asthmatic 
  CAL:
  Whenever you honestly state any issues we are more than able to respond as we have by doing any necessary repairs. Ducts were mentioned and you promised to make repairs as they were necessary to distribute air properly and enhance comfort.
  
  
  to minimize any medical issues, if we cannot get this solved soon then we can proceed with any further steps please start with being honest from the beginning of the complaints with a suggestion when the unit would not cut off and was blowing cold air only in the winter months of January 2024. 
  
  
  CAL:
  Since you have mentioned the issue of the air not cutting off I will harp on that for a moment. As soon as possible we came and repaired the issue and offered to pay a part of your electric bill to reconcile any complaint. We felt that was a good and appropriate thing to do.  We accepted any responsibility of that wrong to you and recompensed it. As a matter of fact, this issue occurred because your electrical panel was in disarray. 
  
  
  I think not providing the documents to you believe that i will not be able to support my complaints smiling or not I'm very professional and i document everything a smiling face can rob you blind or mislead you in any sales hint you should know personally now sad to say at the expense of me your consumer, I'm requesting ******* that is half the unit cost my new system was 12k I didn't request that amount im requesting a refund for what i have detailed before.   
  
  
  CAL:
  First off, your system did not sell for that cost, the unit itself was 70% that cost. Second, we do not refund 1+ years later on perfectly working systems. Third, you should have consulted with us on removing the system if you were set on replacing a perfectly working system. We could have offered some sort of buy back. But because you went the route of slander, speaking untruths and unwarranted attacks on character, well youre old enough to know what that brings. 

  I have included a photo of your Thermostat and the network setting of the owner Scammers be aware, we will not be scammed, every attempt you make to deter excellent business from growing and attacking our character will be met with unmatched agression