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:02/05/2023

  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.

  In July 2022 I contacted AHS about an air conditioning problem in my Mom’s home . Assigned contractor came out and said I would need a new unit and that it would take about 3 weeks - After a very hot summer and calling often and receiving excuse after excuse, he sent two apparently part-time workers to install the unit one Saturday in SEPTEMBER!! The AC ran on electric and the heat was to run on gas. When the workers finished they said I needed to pay them 500 dollars for cooling gas - AHS had told me 300 dollars but they insisted on 500 so I wrote them a check since so glad to finally have air!! Also when workers were finished I specifically asked what I had to do when I needed heat later on and was told just to switch the mode on thermostat to heat and it would automatically switch to heat . WRONG!!! When it turned cold in October there was no heat. I called and contractor did actually come out! He said the unit was blowing fuses and was wired wrong but he could bypass something and wire it up for me to have heat . He promised he would be back soon to fix it so AC would also work. This was in October. In early December I started calling saying I needed it fixed as he promised as I was putting house up for sale and had an inspector coming by. He said he would be there the following week WRONG AGAIN!! I kept texting and calling but he had stopped responding entirely. I thought that I had been patient and nice enough so I called AHS. Then they tell me I would have to pay another 125 dollars for a service call since it had been over 30 days - Are u kidding me??? I paid the 125 dollars and they called him and he actually answered them and told them he would call me that day - WRONG AGAIN!! I ended up canceling entire deal with AHS, got my 125 dollars back, and got a reliable contractor who came out right away and fixed it quickly! My advice- stay away - save yourself some headaches and some money!!! Wish I had read all these complaints before I was assigned to him!

  Business Response

  Date: 02/09/2023

  ****** 
  
  

  Your problem has been fixed with your unit so I don’t know what your complaint is 

  Customer Answer

  Date: 02/16/2023

  
  
  
  
  I am rejecting this response because the unit is now fixed but not by Hile construction/ holdings - as stated in my complaint, I had to call another company at my own expense to get the unit working - Patrick came to the residence in July and finally working properly in February after another company fixed it - tooo long - stopped communicating with me totally toward the end - 
  

• Initial Complaint

  Date:10/20/2022

  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 July 3, 2022, we returned from vacation to find our AC unit not working. We contacted our insurance company, American Home Shield, and they sent HMH Holdings LLC to take care of the issue. We were told we would need a new unit and it was being ordered on July 5, 2022. We were told two weeks later that the wrong unit had been ordered and they were reordering the correct unit. In August, we were told the same thing again. We are now well into October and we do not have heat or air. We have a 13 month old baby and the temperature the past three nights has been below 32 degrees. After speaking with Patrick Hile yesterday, I was told that some parts were missing that are needed to replace the unit. He was rude and unprofessional. An hour later, his associate, John, called and assured me the parts would be picked up on the morning of 10/20 and he would arrive shortly after to fix the unit. I called this morning and confirmed that he would be arriving today to fix the AC unit and he confirmed that it would be fixed today. It is 1;48 pm and I have yet to see or hear from anyone.

  Business Response

  Date: 10/21/2022

  No I wasn’t rude and unprofessional you cussed my helper out and you kept trying to blame me for AHS not ordering the correct equipment them not ordering the correct equipment isn’t my fault I tried several time to get them to let me provide the equipment and they wouldn’t. Funny that this isn’t even ****** this is his MOM. 

  Business Response

  Date: 10/24/2022

  I did bring it up in person while we were there Friday afternoon and the job is done and you have to pay for the rain guard for your unit that will be installed on Wednesday morning and you can take down your complaint cuz your son has air and heat now and has it since last Friday but still not my fault that AHS didn’t order the correct equipment so take your complaint up with them 

  Customer Answer

  Date: 10/25/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the job is not done until it is completely finished. I will not be taking my complaint down because your conduct during this entire ordeal has been unacceptable as a professional contractor. Regardless of part acquisition issues or logistic issues on AHS's part, YOUR conduct has been unprofessional. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/17/2022

  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.

  Our ac broke on 8/6/22 and we contacted American Home Shield. This contractor was assigned as the contractor. He was supposed to come that next Monday and he never showed up. Then he did come the next day and told us we needed a new ac coil and condenser and it would be 6 weeks for the part. We waited six weeks for the part, and I checked in on the status of our order August 23 (no reply), September 6 (said his grandfather had died and he would be out of the office but would give us an update on September 7). He did not contact me September 7th, so I again asked for a status update on September 8th (no reply), on September 12th I asked again and he said our parts would be in that week. I texted him September 16th and he said the parts were being delivered that day. I asked about installation the following week and he agreed. September 21st I texted him for an Installation time (no answer), September 26th he finally answered and said he would put us on the schedule for the week. September 28th I asked for a date for the appointment and he told me Friday, September 30th. He never showed and I texted him that day to reschedule and he never replied. I spoke with AHS and they said the part arrived August 18th, but after trying to contact him several times, he never picked it up. Our air conditioning is still broken over 10 weeks later, and he has not replied. He also told someone from AHS he would call us and he did not. We can not go to another contractor because of the home warranty, and we just want him to do the work he is supposed to do. We’ve been without air in the Southern United States during August and September. It’s just cruel that he doesn’t care about people.

  Business Response

  Date: 10/17/2022

  Ma’am I do care about people I have been out here busting my butt taking care of a lot of people without A/C this year I can’t help that AHS didn’t order your equipment correctly that’s out of my control 

  Customer Answer

  Date: 10/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we finally had another contractor come out on Friday. It isn’t the coil that is messed up- it’s the blower. He got the part and fixed it within 5 days. Thank you for making the last 12 weeks absolutely miserable. Have the life you deserve.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 10/26/2022

  You have a wonderful day 

• Initial Complaint

  Date:08/18/2022

  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.

  We have HSA home warranty and our plumbing issues began 8/5/22. HMH HOLDINGS aka Hile construction was sent to fix the problem. The owner came to our property one time on 8/8/22. The only thing he did was blow an air gun down one toilet and cause raw sewage to back up in our tub and shower. He then guessed that our plumbing needed better ventilation to prevent stoppage and advised us he would snake it and submit the ventilation issue to Home warranty for approval. He got in his vehicle without snaking the line and marked it as completed. He preceded to lie to us and the home warranty promising to come out 4 more times to snake it and he did not. He then promised us and the home warranty escalation representative that he would come 8/15/22 to fix plumbing ventilation. He sent two guys who showed up and left because they had no tools. He opened a slab leak service request with my home warranty and i do not have a slab i have a crawl space. We were left without plumbing and raw sewage in our house from 8/5/22 till 8/17/22. We had to stay in a hotel for almost a week the smell was so bad in our house and if we used any plumbing it would back up worse. We have 4 kids on weekend and 2 during the week. We hired a reputable plumber on 8/17/22 and the issue was a simple stoppage.

  Business Response

  Date: 08/18/2022

  I did go out to the house on 8/8 and told the homeowner that she has a ventilation issue my 2 techs came out fixed the issue and also went in the crawl space to investigate where the clog was and they couldn’t find a clog so they called me and told me they could find the clog and they though it could be outside the home the home warranty company doesn’t cover outside the home issues. The home owner also proceeded to get high along with her husband and kids in the house myself and my techs did not appreciate that at all I will not be reimbursing you for any living arrangement cost and clean up cost that is on you not me

  Customer Answer

  Date: 08/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  He sent two guys out here and I had a friend here that witnessed they did no work. They told me in front of my friend that they did not have the tools with them to do the work, they would let us know when they could return. They never returned or answered phone calls. We told him when he first came out that we would pay to have it fixed because we needed plumbing. We ended up calling a reputable licsenced plumber and it was a simple stoppage. He didn't even know what the issue was. As I have shown in the attachments he opened a slab leak ticket with my home warranty and I don't even have a slab. I honestly don't care if he reimburses anything at this point but he was never honest and lied to us multiple days saying he would come out and never showed. I will be sure to let everyone know that he is nothing short of a con artist trying to get money from home warranty companies for work he has never completed. He left us with raw sewage in our house and empty promise to come fix the problem. This left us with inhumane living conditions we had no choice but to stay elsewhere. They should not be accredited by the BBB. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 08/19/2022

  Well for one my guys didn’t tell you they didn’t have the tools and I didn’t open a slab leak with the home warranty company you did that. And why don’t you tell everybody that you were getting high while my technicians were there. 

  Customer Answer

  Date: 08/23/2022

  Date Sent: 8/22/2022 3:45:42 PM
  
  Complaint: ********
  I am rejecting this response because:
  First of all no one was getting high in my house. That has nothing to do with the fact that you did no work you were contracted to do. Also I had a witness here that heard your so called technicians say they did not have tools. I also have cameras in my house. I had a licensed plumber come out and fix the problem in a mater of minutes and you took 8 days and did nothing. The only work order I placed with the warranty was for a stoppage. Can you address the actual issues regarding the work you were supposed to do? You lied to my home warranty and said you came out six times, this is what they told me. I have proof you only came out once and sent the two technicians once. You are not addressing the issue. Why did not complete the work? You could have simply told the home warranty you couldn't or didn't know what to do. Why weren't you honest. You knew you left us with sewage backed up in our house and no plumbing. How would you feel if your family was left in that situation? 
  Sincerely,
  ***** ********

  Business Response

  Date: 08/23/2022

  For one you getting high does matter neither I nor my guys want to be around that stuff. And two every time I ran my air snake it would drain and go down so that told me it was draining and the issue was outside the house HSA doesn’t cover anything outside of the house so you can quit attacking myself and my business and I will not be reimbursing you for anything 

  Customer Answer

  Date: 08/24/2022

  
  
  Complaint: ********
  
  I am rejecting this response because:
  Business owner continues to lie. When he blew the air snake through my toilet it caused sewage to back up in my home. Clearing a stoppage is covered by my home warranty who sent him out. I know this because it has been done before they ran the snake through the overflow back to the house and it was covered. He did not do his job and has continued to lie. I have cameras in my house and documented records. I am not bashing his company I am simply stating facts while he continues to spread childish lies about me and my family. I do not want anything from this company but I do want to notify the BBB that he is dishonest.

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