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:06/01/2025

  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 had an issue with my air conditioner, being serviced, and the technician and the drip pan indicator and did not plug it back in due tothis issue. The drip pan flooded my second floor and my ceiling into my first floor and cost $4000 worth of damage and the air conditioningcompany 18 services did not want to use their insurance to provide me relief in the $4000 that I had to come out of pocket to fix the damage

  

  Business Response

  Date: 06/03/2025

  We do not have a record of anyone by this name nor have we provided service at the address on this complaint.  We need more information in order to respond.  If they have invoices then I can research further.  Additionally, no one has called our office with such a statement or complaint this year.  We do have a drywall person we use in these types of situations and in 25 years in business we have had to handle complaints such as this. If this person is/was our customer, we would have handled the issue if we had been at fault.  The only time we tell someone to call their own insurance agent - which has been once in 25 years - is when we were not at fault.  Once more information has been provided, then I can respond further to the complaint.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23404537
  
  I am rejecting this response because: the Buisness flat out lied to the BBB saying I was never even a client of theirs. I have the proof and all the text between myself and the two owners. I have attached some of it. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/20/2025

  Once this information was provided, we were able to find this person in our system. We needed the information to be exactly as is in our system to find someone.
  
  11/16/22 Ms. ***** was referred by R&R Heating &Air.  They said they are not familiar with her system and referred her to us but said she needed a new zone board.
  11/17/22 - Technician, ***** replaced the zone board and added a transformer.  She was charged $750 for the board and an $89 Service Call.
  12/1/22 -  Ms. ***** called and said the heat had stopped. Technician, ****, responded and replaced a capacitor - free of charge as a courtesy.
  01/10/23 Ms. ***** called and said the unit was making a high pitched squealing noise.  Our technician,Heber, arrived same day and there was not a noise.  The customer stated the noise had stopped but she would  record it next time it happened. she was not charged for this visit.
  02/13/23 Ms. ***** called overnight and said the unit was making a strange noise and not heating.  Technician **** responded.  Said there was a low voltage short.  He replaced the 5 amp fuse and sold her a Maintenance Agreement.  She paid $45 for the fuse, $39 for the service call and $143.40 for the Service Agreement for the discount on repairs.  He changed the filter. Invoice shows date of 2/12 it was an add on to the tech in the field and he wrote the wrong date. - the technician did not collect the invoice amount.
  02/14/23 office called Ms. ***** to collect for previous day call.  She said the unit is not heating again.  Said it was set to 68 and reading 62.  She asked for the owner to come out personally.  ******, the owner, went out the same day and found the fuse had blown.  He replaced the fuse and relocated the zone board to the side of the Air Handler.  He said the reversing coil was bad and gave her a quote of $150 less her Service Agreement discount for a total of $125.
  02/15/23 customer paid the invoice from the service call of 2/13.  She was told the cost to replace the reversing valve coil would be $125.  Ms. ***** said the unit was not working again.  She was put on the schedule for that afternoon.  At 2:00 she called very ***et that she had paid so much money, was referred to us and feels like she should be getting a bigger discount than 20% (Service Agreement discount).  She said she should have stayed with the other company.  ****** returned that afternoon.  He did not charge her.
  02/17/23 technician **** went to the home and the fuse was blown again.  He checked all the wires.  He re wired the system.  He removed all the low voltage wires and changed Y-G.  The unit was still amping high.  He told her the defrost board needed to be replaced.
  02/20/23 **** changed the defrost board.  He found a low voltage short.  He changed the thermostat wire to repair the short. She should have been charged but she had Covid so **** brought the invoice back to the office and said she would pay when he returned on 4/24/23 to ensure the unit had kept working and had not blown the fuse again.  Both Heating & Cooling were working when he left.  
  02/24/23    She r/s for 3/1.
  On 3/1/23 -  no one home.  Voicemailbox was full. 
  03/06/23  office called and left message that we needed to return to ensure unit is working correctly and to collect payment.  
  03/15/23 Mass email sent to schedule a/c tune *** as part of the Maintenance Agreement
  04/15/23 Mass email sent to schedule a/c tune *** as part of the ***************************************** called to schedule a/c tune up as part of the Maintenance Agreement
  09/15/23 - Mass email sent to schedule furnace tune *** as part of the Maintenance Agreement
  10/15/23- Mass email sent to schedule furnace tune *** as part of the ***************************************** left voicemail to schedule furnace tune up as part of the Maintenance Agreement
  01/06/24- direct email sent to schedule furnace tune up as part of the ***************************************** left a voice mail to schedule the furnace tune up as part of the Maintenance Agreement
  02/15/25 - direct email sent to schedule furnace tune *** and office left a voicemail to schedule furnace tune up
  02/21/24 customer returned call and said she could not afford us at this time and would call us in the spring.
  08/05/24 customer called after hours to the answering service that her a/c was not cooling and her pan was filling up with water.  Owner, ******, went to her home the same day.  He found the float switch was disconnected.  He tied it back into the unit and cleared the drain line.  The customer was very ***et and said we must have left it disconnected.  He explained the unit had cooled for a year and a half without issue.  She was on the schedule for us to return but cancelled twice.  He explained if regular maintenance had been performed, the drain line is cleared as part of maintenance.
  08/19/24 customer called demanding to speak with the owner.  She said she found all the paperwork and it said the unit was cooling so it is our fault the unit was not plugged back in.  She said she wanted the company to handle this like adults and asked if we had insurance.  She said there is $4000 worth of damage and we need to pay it.  We sent her an email with all of the invoices for the work done at her home.  The work had been done a year and a half earlier and she never paid for it.  She was on the schedule twice as a follow up.   Over the year and a half she had received numerous emails and phone calls from us to do Maintenance on the Unit.  The unit worked for a year and a half without issue.  We told her to contact her insurance company and if they felt blame needed to be assigned, they would contact our insurance company.  All invoices were emailed to Ms. ***** and It was reiterated in the email that she needs to contact her insurance company. By contacting her insurance company, her damage would be repaired immediately and her insurance company would contact us if after investigating the case her damage was a result of our work.
  08/23/24 customer called at 1:29 p.m. and said the unit is not cooling.  It is set to 69 and reading 74.  Explained we could have a tech out the next day.  She called back at 3:52 and said the unit had started working again and cancelled the service call.
  
  

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23404537
  
  I am rejecting this response because:

  initial date of communication was on 11:17:22 Technician ***** came out and found out that the zone board was the issue which was the purpose for the referral. I was charged $839. An invoice was provided. 
  

  1/10/23 A technician came out due to a sound I heard when the heat was coming on, the name starts with and H its unreadable on the invoice. Yet again an invoice was provided for the services no charge because there was no problem found.

  2/12/23

  technician **** came out on the invoice. It states no heat. No one answered the phone yet under work completed it specifically State changed air filter so unless you broke into my house, I was home and I let you in this invoice specifically states that the system was working properly at this time I was charged $134

  on February 14 at 10:46 ****** text he is on his way to my house

  2/17/23

  5:53 PM **** text he is on his way comes in even though I have Covid. I provide mask and sanitizer.

  2/18/23at 2:33 PM. I text **** were you able to find that part the heat went out at 1:30 AM so we are currently staying somewhere else 3:01 PM **** replies OK Ill go up to my shop in a few and look Ill get you heat today if you want to stay home I reply. I want to be in my home for sure Im sick and just want to be in my own home 3:15 PM **** replies OK 4:53 PM **** text waiting for my wife to get home from work. Ill eat dinner and come over seven30 4:54 PM. My reply OK so meet you at the house at 7:39 PM **** replies OK 7:25 PM I text are you at my house **** replies yes I am early. 7:26 PM. I reply. I will be there in five minutes.
  2/19/23

  12:23 PM **** text did everything stay on last night 1:39 PM I reply. Yes it did and we are still nice and cozy. **** replies good I reply. Thank you so much. End of communication

  8/6/24

  8:22 AM ****** text sending patch master over I reply whos that ****** replies ******* patch master ************ to fix sheet rock I reply. This company is already in the process of fixing everything I have to pay them and I am sure that you saw that this is not my fault and thats why youre trying to fix it, but I have to use this company. The problem then start here. The remaining text are available if they are required.

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