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:12/15/2023

  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.

  Compaint against:Connett Services ****************************************************************** Business phone: ************ Connett Services installed a *******/Maytag furnace in July 2023 - no testing of the unit was performed at that time. In October 2023, we turned on the unit for the first time and it did not "fire up" so placed a service call to Connett - tech came out and found that the gas was not turned back on after installation. A week after this service call, the unit started double cycling and making "clicking" noises. The unit would blow out cool air and then warm air - shut down off and on in rapid cycles. Since October to current date, we have had multiple technicians come and try to figure out what the issue is. This has been several visits by different technicians on at least 8 separate occassions. They thought the issue was the control board - ordered a new one, came to install it and found it was the wrong part. Ordered the correct control board, installed it and the issue still is occurring.The issue has not been resolved. I do not feel that Connett Services is taking the issue seriously or are just grasping/guessing what "could" be the problem. I am very concerned that we aren't even into the coldest months - and also with the double/rapid cycling that my gas bill is going to be high. I do not have documentation of the technician visits or what they did - but Connett does. I have recordings of the furnace system and what it sounds like while operating. The techs do know of this and have been here to hear for themselves. A technician was suppose to come early this morning (12/14/23) and I have not seen or heard from anyone from Connett Services. I have spoke to the General Manager and she stated that they "may" need to contact the manufacturer and that they may need to replace the entire furnace unit.This issue has been going on since October. I do have receipts and the invoice.

  

  Business Response

  Date: 12/15/2023

  We were out this morning and ordered a new limit switch and removed water from the flue pipe and are working with the manufacture to resolve the problem.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21007765
  
  I am rejecting this response because:
  The furnace is still not working properly as of today, 12/18/2023
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/18/2023

  Parts are ordered from the manufacture, I can only order the parts we do not make the parts and they were not in stock.

• Initial Complaint

  Date:09/22/2023

  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.

  I called on September 12th 2023 to have ************** come out to repair a piece of PVC pipe that goes from the furnace to the outside of the house. They had installed the unit in 2021 and the pipe had came loose at a joint. When the tech showed up he cleaned my outside units and didnt look at the downstairs at the problem I called in until my wife called me and I explained that was the purpose of the call out. Once he had looked at it he told her, that he didnt have the parts to fix it and charged us ****** and left. On Monday September 18 2023 I called the office to see if and when they were coming back to fix it and was told they didnt know what I was referring to. I explained what had happened and was told there may be additional charge to come out again. They scheduled for Wednesday September 20th 2023 and came out and was there about ***** minutes and the tech requested 144,00. I was called by my wife and told the amount and I told not to pay him that was contacting ******************* to have this explained to me how its costing me ****** to glue 2 pieces of pipe back together. When this couldve been done the first trip under the original call out.

  

  Business Response

  Date: 09/22/2023

  We would not have billed anything if you would have had your service checks done and it would have been warranty, but our warranty only covers if you have ** service your unit yearly and you did not. We installed the furnace in 2021 so even a normal 1 year warranty on labor would have expired.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20639239
  
  I am rejecting this response because: The unit is only 2 years old and they were there in 2022 to install a mini split and the technician then said the furnace and ac was in good working order then. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/22/2023

  These are the invoices for when we installed the A/C and Furnace indicating that they both need to have regular maintenance completed to maintain system warranty and the invoice indicating that we installed the MiniSplit for you on 09/03/2021. 

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 April 2022 we got a new furnace and A/C few months later during the Summer the A/C broke. They fixed it a few days later. On May 2023 they came to do the yearly tune- up they said they would need to order a part because it was not working . about 2 weeks later I called to see when they are coming to fix it , they said tomorrow morning. They didn't fix it need to order the motor, week later they came to put it on and it didn't work they said need to order another part. I want them to replace it this A/C not good . It is too stressful, my house is too hot and Ive had to take time off work to be here for them to come look at it multiple times. We are coming up on the hottest months of the year, and we can not be without A/C.

  

  Business Response

  Date: 06/29/2023

  We understand the frustration our customer has.  We install a new unit in a customer's home with the hope that unit will keep the home comfortable for years to come.  When that doesn't happen, we aren't happy about the situation either.  After installing a couple of parts on this unit, we reached out to the manufacturer to see if we could get the unit replaced, instead replacing part after part.  We received notification today, that the manufacturer has agreed to replace the whole air conditioner for this customer.

  Customer Answer

  Date: 06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

  Yes they called me today they will come Monday July 3,  to replace the unit

  thank you so much