Complaints

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• Initial Complaint

  Date:06/11/2024

  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.

  snellville heating and air installed my HVAC unit the Sunday before memorial day it quit working not only was it hot and very unbearable it was a hazard to my health the next day the guy came from snellville heating and air and before he could get up the stairs he noticed the problem as the pan was full of water and said when it was installed a pipe was half glued on he did not charge me to repair it but still charged me ****** for coming out which I think shouldn't have been charged due to the fact if they had of installed it and properly glued it on in the first place their would be no need for them to come out.called the next day and was told the service manager would get back to me he didn't after a week I called him very unpleasant guy that said he would talk to the technician and call me back well he never called back and its going on 2 weeks I have done business with this company on numerous occasions most are pretty friendly but this service manager was not .I think I was unfairly charged due to the fact they installed it and should have made sure parts were properly glued on

  

  Business Response

  Date: 06/18/2024

  We installed the system for **************** March 31, 2017. After the install of the new system, we visited the home on 3 different dates, 12/5/17 and 8/13/18, to perform complimentary maintenance visits on the new system and once for a one-time A/C tune up, 6/10/22. The Customer called in to report an issue with the unit not holding temp in the mornings on 1/3/24. The call scheduled for the same day was not completed due to the Customer not being home and having an all-day appointment. They were going to call back to reschedule, however, we did not hear back from them. We have not heard from the Customer until 5/27/24 when they placed an afterhours call stating that the A/C was not working. Our technician went out the same day, 5/27/24, and found one of the *** fittings to be leaking. We repaired the leak and charged the customer $120.00 for the call. When our Service Manager spoke with ****************, he was not rude. He informed him that we could not warranty a *** fitting on a 7-year-old system that has not had regular maintenance as recommended by the manufacture. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21832209
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/27/2024

  We are more than happy to work with you, ****************. However,we can not warranty the fitting after 7 years of it working properly. Without having had proper maintenance and upkeep we can not completely take away the diagnostic. The technician did come out afterhours on a holiday weekend to correct the issue.