Complaints

This profile includes complaints for Right Now Heating, Cooling & Plumbing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Right Now Heating, Cooling & Plumbing, LLC

  212 Evans St Caldwell, ID 83605-3925

• 

  Right Now Heating, Cooling & Plumbing, LLC

  5100 W Emerald St Boise, ID 83706

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:07/25/2023

  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.

  Right Now Heating and Air performed a service call at our house regarding our A/C unit not working. The technician (*************************) was there for 15 minutes and replaced 1 part: 35/** electrolytic condenser (which is actually an electrolytic capacitor). They charged us $763.00 They require payment during the service call which is the first red flag.I was not present during the service call, only my wife was. The technician rushed her through the payment process and the online review. I searched the part that was replaced and the most expensive 35/** electrolytic capacitor I can find is $37.73. Most range between $5.00 and $15.00 I have called Right Now many times in the last 8 days (at least once a day sometimes more). and can't get ahold of anyone to help **** feel that Right Now has over charged us by at least $550.00 and completely took advantage of people who don't know better.Attached is our invoice Can Better Business Bureau help me resolve this issue? or at least help me get in contact with a manager at Right Now to speak to them about this?

  Business Response

  Date: 07/26/2023

  ******************,
  
  Were quite confused by your statement that you cant get ahold of anyone to help you; our Customer Advocate called you twice on 7/20/23,then finally spoke to you on 7/21/23 and let you know that shed call you back early this week, which she did. 
  
  On 7/17/2023 we visited your home and found your air conditioner was not operating.  ************** found the issue and quoted the repair directly from our Clear and Transparent Pricing Guide.  He received permission to move forward with the repair, and fortunately had a part on his truck to get your 19-year-old air conditioner up and running right there and then.
  
  You are certainly right regarding your online search for the component we replaced on your unit; quite often you can purchase a component online for less than we can purchase from our local distributor. We do not purchase components online simply because they do not provide us with the level of service and support that we get from our local suppliers, (same day availability, warranty, etc.). In many cases the component you purchase online will not even have a warranty, and the delayed time it takes to receive online parts delays the actual repair time for the customer.  
  
  The component is not the true culprit for the cost of services that we provided you.  I offer the following explanation to provide you with a better understanding of the costs that our firm incurs to provide service to our customers:
  Daily operational cost includes, but is not limited to the following: office staff salaries, computer hardware repairs and maintenance,software support fees, cell phone and GPS fees, gasoline and diesel fuel costs,office, warehouse, and shop utilities-rent, office supplies, stationary, and postage, liability and vehicle insurance, state & federal license fees,bonding fees, associates dues, tuition fees for specialized technician training, specialty tools, specialty testing equipment, office telephone, (we have 43 phone lines), accounting fees, answering service, (our phones are answered live, 24 hours per day, 7 days per week), laundry fees for uniform,employee retention retirement plan, health care plan, payroll taxes, and property taxes.  
  
  Our Customer Advocate had already offered to honor our No Service Fee Guarantee, which means if our clients are unsatisfied with our services for any reason, your service fee is refunded, no questions asked; thats a $79.00 refund.  In addition, as a gesture of good faith she offered to reduce the cost of *********** by $284.00; this mean, ******************, that with the cost of doing business, weve gone into the red to provide you air conditioning.  Your substantial discount of $363.00 will be credited back to your original form of payment.
  
  We wish you the best.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20372697
  
  I am rejecting this response because:

  It has been 7 days since Right Now responded to my complaint. Their Customer Success Manager (*****************************) said she would refund us $363.00 and we have not received the refund yet.  

  As regards to her response on me not being able to "get ahold of anyone".. Someone would answer the phone every time, but would say that they could not help and leave a message for someone to get back to me. Finally after a week of me pestering them, ****** ( who is the only person there that is helpful) finally made contact with me and gave me ********************************* email address.  ***** only responded to me after I made a complaint with the Better Business Bureau. We were not shown the "Clear and Transparent Pricing Guide" and the technician was very short with my wife and ******* her through the payment and review process.  Red flag to anyone who reads this... If a company is demanding payment right there on the spot, and do not want to send an invoice... they clearly are not an honest company.  This rushed through approach is very intimidating and allows for them to take complete advantage of people who don't know better.

  They had a salesman come to our house the following day after our repair and went over the numbers with us for a new A/C unit and evaporator coils.  At the time we were strongly considering using Right Now for the new install. Which would have ranged between $7,000 to $9,000.  They offered to take off the egregious $763.00 repair cost from the new install.  This has all shown me that Right Now purposefully price gouges on their repair costs to make you feel like you are getting a better deal on your new install.  Terrible way to do business.  On principle alone we will not be using Right Now for any other services.  I hope their greedy $763.00 money grab was worth losing out on a $7,000 - $9,000 install, and any other possible future work.

  We are still waiting for our $363.00 refund.  Once we receive the refund I will let this matter rest.  If we do not receive the refund, I will continue to call Right now daily and leave as many bad reviews as possible on every site that allows.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/08/2023

  ********************** refund was processed on 8/2/2023.

  Customer Answer

  Date: 08/10/2023

   
  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.
  
  *************************

• Initial Complaint

  Date:07/24/2023

  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.

  Paid for I believe a $12k system, AC and Heater about a year and half ago. Last week the unit stopped blowing cold air, called, they said should be $50 charge, sent a tech out a few days later. Tech found capacitor bad, at this point i was told it was a $500 charge, so $50 turned to $500 on a 1.5 year old unit. Called the company i believe 6+ times to voice my complaint, totally ignored. Long story short their warranty means nothing, what price they give you over the phone means nothing, $500+ to replace a three pronged capacitor (10 minute job). Next time I will replace myself, no fear of voiding a useless warranty.

  Business Response

  Date: 07/25/2023

  ************,
  
  We had the pleasure of installing a new furnace and air conditioner for you on 9/6/2021 for $9153.00.
  
  When you called into our office to report your air conditioner was not operating, you were informed there was a $49 service fee to dispatch a technician to your home and diagnose the problem.  During that recorded call, you were informed that the technician would discuss all potential charges with you before any work began; I apologize, but you were not told that the only charge would be $50.00.
  
  When our technician arrived, he diagnosed the issue,presented pricing from our Clear and Transparent Pricing Guide, and you approved moving forward with the repair. After the repair was completed you did indeed contact our office several times, 3 to be precise; we do apologize, but with the high temperatures it can take a couple days to get a return call from management.
  
  Our customer advocate authorized a refund of your $49 service fee, along with an additional $67 discount from the repair itself; that is over a 20% discount for the services youd previously approved. 
  
   As an additional gesture of good faith, we will provide you with an additional $100.00 discount.
  
  We wish you the best.  

• Initial Complaint

  Date:07/12/2023

  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.

  My experience was similar to the one posted from another customer to the ******************** just a few days ago. The company came out, charged us a service fee and said it was a button that needs to be pressed in the ac unit. They left and it still didnt work. A technician came the next day and told my husband it was a fan. We both disagreed that it was the fan but the gentleman was adamant - prior to agreeing to the service, we called to speak to a manager. We asked that someone call us when they were done to confirm that changing out the fan would resolve the issue. No one called. We called the company and left two messages for the manager who said she would call us. Not a big surprise, we were charged ****+, no one has called us and the ** never was in a working state. Its 7AM (58 degrees outside) and already 75 inside our house. *** attempted to reach out via their chat/ text but after sending over my message with issue, no one will respond. This company attempts to conceal their real customer reviews by hiding the negative ones or having multiple positive reviews post directly after a negative one to push down the review on ******* This practice is incredibly dishonest because the general public does not have a true sense of the type of company theyre dealing with.

  Business Response

  Date: 07/13/2023

  Attn: BBB

  A follow up appointment has been scheduled.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20309267
  
  I am rejecting this response because:

  We still have not received a phone call from anyone in management or admin at Right Now Heating and Air to address our original charge of $1,200+.  

  Right Nows response of sending someone out on another service call meant, they sent someone out yesterday (7/12/23) who said we have two options:

  (1) for an additional $2,000 he could try to find the issue and fix it (not sure how he even knew what it is he is supposed to be fixing without diagnosing the problem but he said it was probably a leak somewhere).  He would not credit the $1200 we paid the day before, or the $75 the day prior for the service call.  He also could not guarantee it would work, but he could do it today.
  OR, behind door #2 we could,                          (2) have someone else come out in two days to quote us for a whole new system.
  Based on our current experience and reading the other BBB complaints, the last thing on our minds is entrusting this company with another task or thousands of more dollars prior to them resolving this original complaint.  

  We have been quite heated (literally) over this all week so if my original complaint did not articulate the issue and desired resolution very well, please accept my deepest apologies.
  
  Its the lack of transparency & an outright disregard for customer complaints that include children being subjected to a non-working AC unit with heat in the triple digits this week.   For these reasons, weve taken what shouldve been an internal complaint handled by a manager promptly, to needing to file a complaint (reading & responding, reading & responding then repeat).   My hope is this gets resolved.  The next best thing if we are unable to resolve this would be that others read this and know not to hire this business for any of the services they offer. Save yourself and your family from the headache and loss weve endured.  
  
  To reiterate the issue:

  Prior to agreeing to have the work done (the technician said it was simply a fan that needed replaced), we got a verbal confirmation from a call center customer ********************** representative that (1) the technician would call us prior to leaving our home to confirm that the fan replacement was in fact the issue - thus, the A/C unit had been fixed and was working; and (2) a manager or someone from their admin team would call me to confirm the $1200+ charged on the wrong card prior to any work being done, would be refunded.

  Neither of these happened, despite several calls into the company over the past few days we still have not received a confirmation email or phone call regarding the error for charging the wrong card, nor addressing the fact that the work done did not solve the problem (we are now going on 6 days of extreme heat, no A/C and a company that seemingly has no interest in righting a wrong that has kept 4 small children in varying stages of heat exhaustion this past week.
  
  Sincerely,
  
  Heather 

  Business Response

  Date: 07/24/2023

  
  ****************,

  
  On 7/10/23 a technician visited your home and found a 16-year-old air conditioner that desperately needs to be replaced; its simply worn out.  We informed you of its condition,that a part had failed, but that we would not recommend putting more money into an air conditioner that is on its last leg. You informed ************** that you would replace the failed component yourself.  You were not charged for that appointment.

  
  When we again visited your home on 7/11/23, ************** found a failed fan motor, which he replaced for $1203.00; the air conditioner was operating when ************** left your home.
  Unfortunately, ****************, no repair on your air conditioner is going to resolve its issues; it will continue to breakdown.

  
  While we advised you against repairs, you chose to move forward with having your fan motor replaced.  And even though it did temporarily get your air conditioner up and running, as a gesture of good faith we will refund the $1203.00 youd paid for the motor back onto your credit card; we will also allow you to keep the fan motor.

  
  We do feel its necessary to touch the section of your complaint that you accuse our company of hiding reviews.  That is a complete fabrication, and we assure you that ****** does not allow reviews to be hidden; its simply impossible.  Our reviews, our rating, and our impeccable reputation have all been earned with dedication and hard work. 

  
  We wish you the best.

  Customer Answer

  Date: 08/12/2023

  A follow up appointment was not made. 
  An appointment happened and the company quoted us $40,000 to replace the system. 
  No phone call was ever made to us from a manager addressing the refund for double charging us or any of the complaints or concerns we brought to their attention. 

  Business Response

  Date: 08/21/2023

  A follow up appointment was completed on 7/14/2023.
  On 7/24/2023 management submitted a reply via the BBB to Ms.******* ********* stating that her refund would be processed.  This response also addressed her other *********s and concerns. 
  Ms. ******* refund was processed on 7/27/2023; if she has not received her refund, we suggest she contact her credit card company.  Proof of refund is attached.
  Weve collected nothing from Ms. ******* and consider this matter closed.

  Business Response

  Date: 08/28/2023

  A follow up appointment was completed on 7/14/2023.
  On 7/24/2023 management submitted a reply via the BBB to Ms. ******* complaint stating that her refund would be processed.  This response also addressed her other complaints and concerns. 
  Ms. ******* refund was processed on 7/27/2023; if she has not received her refund, we suggest she contact her credit card company.  Proof of refund is attached.
  Weve collected nothing from Ms. ******* and consider this matter closed.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20309267
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:07/10/2023

  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.

  They performed a service to our HVAC system and inspected the fireplace. When provided the invoice, they neglected to mention the fireplace is functioning. When we requested to have it stated on the invoice, they provided a comment that the technician was not scheduled for the fireplace, so he shouldn't have touched it. We said we would pay for the service if that is the problem, but they said it would be another service technician to perform this function. We just want an invoice stating what was found as functional and so that we can close on the sale of our house.

  Business Response

  Date: 07/11/2023

  ****************** On 6/30/2023 we performed an inspection on your HVAC system and your pool system for $177. During this inspection we found that your electrolytic condenser needs replaced and the top of your water heater is leaking. 
  While on site on technician was asked to perform an inspection on your fireplace as well, but this is a service we do not provide.  ************** turned on your fireplace but made it clear that we cannot perform an actual fireplace inspection.  No inspection was done on your fireplace, and you were not charged for a fireplace inspection. 
  Though you did not pay for the service youve requested, nor did we perform a fireplace inspection, we will happily refund the $177 you paid for the service we did provide; that $177 will be refunded onto your credit card.
  We wish you the best. 

  Customer Answer

  Date: 07/11/2023

   
  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,
  
  *****************************

• Initial Complaint

  Date:07/07/2023

  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 06/09/2023 we had Right Now ******************************************* install a new (15 SEER) AC unit and (dual stage 80%) furnace for $23,284. There were two main reasons I agreed to have the work done:1. The technician from Right Now told me that there was a government tax rebate incentive for upgrading to a newer, high efficiency system such as ours. He told me that the rebate was based on annual income and could be as high as $14,000 but Right Now customers were receiving more like $6,000. As I have contacted other HVAC companies in the Treasure Valley, none of them are familiar with any government rebates this substantial. The Right Now technician told me I would receive the paperwork to fill out to receive the said rebate after installation. I am still waiting to receive that paperwork.2. The technician from Right Now told me that their company had a price match guarantee on similar systems from competitors. I have received quotes from local HVAC companies as low as $14,000 for a similar system. Right Now has offered to drop the price of our newly installed system to $20,000 which would be acceptable if, indeed, we will be receiving a $6,000 government rebate. That, however, doesn't seem likely from what other HVAC companies have told **** want to Right Now to address their promises and charge a fair, honest price for our system. If the claims of their technician regarding a government rebate are false, as they appear to be, then they are engaging in fraudulent sales activities that need to be stopped.

  Business Response

  Date: 07/12/2023

  ************************,
  
  On 6/9/2023 you signed a contract to have a new HVAC system installed in your home for $23,284; the system was installed the same day.  On 6/14/2023 you reported to our office that you were very happy with the service and installation you were provided.
  
  Then, on 6/15/2023 you contacted our office claiming that the installed equipment was incorrect, but when your Comfort Advisor contacted you to let you know that you did indeed receive the equipment you purchased, you informed him that the real issue you had was that after our installation you received a lower quote from another company for similarequipment, and that it was all about the money. 
  
  As a gesture of good faith, a substantial discount of $3,284 was offered; you declined that gesture.
  
  On 6/21/2023 you then contacted our Customer Success Manager claiming the reason you wished for the equipment to be removed was because another company had quoted a cheaper price, and that the initial install failed ************** (its since passed), you didnt like the install location, that some water had leaked in your garage, and due to those issues you do not trust us to take care of your families HVAC needs.
  
  We again let you know that we were still happy to provide you with that substantial $3,284 discount as a gesture of good faith.
  
  Now, youve filed a complaint with the BBB which focuses on a new issue; your claim of being promised a substantial government refund.  ************************, we do roughly 500 installations a year, and the long-term employee who helped you purchase your new unit does not, would not, and cannot make any claims about potential government rebates as thats purely between our clients and their tax professionals.  Perhaps one of the other companies you spoke to advertise such a rebate?
  
  ************************, you signed a contract for an HVAC system, and weve fulfilled that contract in its entirety, and though were under no obligation to do so, weve offered you a good faith discount of $3,284;this is our only and final offer.
  
  Please let us know if you would like to move forward with that generous discount.
  
  Thank you for your time; we look forward to hearing from you.

  Customer Answer

  Date: 07/18/2023

   

  Hello,

   

  I am attaching my response that I accidentally did not include when accepting the response of the business involved in my complaint (ID *********. I will also copy and paste my response in this email as I wasn't sure if ****** Docs was an acceptable format.

   

  My Response:

   

   

  Yes, unfortunately I signed a contract for you to install a new HV** system on 6/9/2023 for $23,284. As for me reporting on 6/14/2023 that I was very happy with the service and installation you provided, I dont recall ever being very happy about any part of my experience with your company. It seems odd that if I were very happy I would begin contacting you on 6/15/2023 about paying to have you remove your system from my home.

   

  I never claimed, as you say, that the installed equipment was incorrect. I simply texted your technician that the Energy Guide sticker on the ** unit appeared to show an efficiency rating (SEER) of **** when we were told it would be ****; your technician then indeed reassured me that I had received what I had purchased. 

   

  Unfortunately for me, I was leaving on a business trip the day after I was first contacted by your comfort advisor. I signed the installation agreement just as I was leaving town. I was not able to get any quotes from other companies until after I had returned home. I then received lower quotes from other companies for equipment not just comparable, but superior to that which you installed. Remember, as stated in my complaint, that my agreement to have the equipment installed was largely based on your technician assuring me that your company had a price match guarantee on the installation of comparable equipment from other HV** companies. It wasnt until I began to get more quotes from other HV** companies that I began to see more clearly how much you overcharged us for this system and how meaningless your price match guarantee is.

   

  As for your quote that it was all about the money, Im not sure who you are quoting there. Maybe you can clarify that for me. Your substantial overcharge for my system, and the money you should have returned to me when I received much lower quotes from other HV** companies, is only part of my narrative. The heart of the matter is actually the deceptive and dishonest business practices that I want others to see clearly. I think all about the money fits your companys narrative quite nicely as money appears to be more important to you than your customers or your integrity. Even your technician, my comfort advisor, said to me in one of our last phone conversations that he did not understand why you wouldnt match the offer of a local HV** company that I texted him images of. That offer was for just under $18,000 and included an 18-SEER, variable capacity ** unitmore efficient, and supposedly more expensive than the equipment you installed for us.

   

  After discussing events on 6/15/2023, you say a substantial discount of $3,284 was offered. Lets be clear. The first mention of any discount from your company came on 6/21/2023 from our comfort advisor who said the owner offered us $1,500 off our system. You did not offer the $3,284 discount until 6/29/2023. Also, I did not decline that gesture. I simply did not respond to that gesture. In that email you stated, This good faith gesture is being offered to resolve your concerns over the agreed upon pricing; please advise if this gesture will resolve your concerns, and the discount will be applied. Why would I accept your gesture when it was based on the condition of my concerns being resolved, and my concerns were not being resolved? I chose to involve the Better Business Bureau in the hopes that having a third party involved would bring greater transparency to my situation and help provide a more fair resolution to this complaint.

   

  I actually contacted your customer success manager on 6/19/2023 (two days prior to what you stated) but didnt receive a response until 6/21/2023. Yes, I did mention in my email that I received a lower quote from a local HV** company for a better, more efficient system than yours. I stated that your extreme overcharge for our system was the most egregious breach of trust that I would mention in that email, but then I listed the failed inspection, the failure to place the unit where I had discussed with my comfort advisor, and the water leaking issues in my garage as additional reasons why I dont feel I can trust Right Now with the important choice of HV** service for my familys home. I stand by each of those issues being legitimate reasons to doubt the professionalism of your company, but those are not the reasons I filed this complaint with the Better Business Bureau.

   

  After discussing events on 6/21/2023, you say again you offered that substantial $3,284 discount. Again, lets be clear, that offer was not made until 6/29/2023. Your second offer of a $3,284 discount came on 7/12/2023 in response to my Better Business Bureau complaint.

   

  As for this new issue regarding your technician blatantly lying to me regarding a non-existent government tax rebate incentive, I assure you this issue is not new to me, my wife, or your technician. You can say what you want about your long-term employee not being able to do what he did indeed do, but he broke your supposed protocol and lied to a customer about a government tax rebate incentive. Though I will admit it is possible he may have gone rogue and engaged in this fraudulent activity of his own accord, I believe that is highly unlikely. I never mentioned this issue previously as it took time for me to contact multiple HV** professionals and question them as to the validity of your employees claims. It is unfortunate that consumers need to record conversations with the representatives of businesses like yours to catch them in lies. I would be happy to go with your employee to take a polygraph (lie detector) test sometime and compare results.

   

  As to your absurd question whether one of the other companies I talked to advertised such a rebate, please recall that in my original complaint I stated that it doesn't seem likely from what other HV** companies have told me that we will be receiving a $6,000 government rebate as we were led to believe by our Right Now comfort advisor. Each HV** company that gave me a quote for a new system knew absolutely nothing about such a rebate, and for good reasonit was a lie.

   

  You say that you are under no obligation to offer us a good faith discount of $3,284. Most businesses with legitimate price match guarantees would probably feel some obligation to take care of their customers and honor their word, but this doesnt seem to be the case with Right Now Heating and Air Conditioning. Your generous offer of $3,284 covers 37-41% of the gap between the $14,000-$15,000 price tag your competitors charge for comparable systems is obviously a more generous figure for you than for me. Anyone who reads this complaint and can do simple math will see just how much you took advantage of a customer when they needed someone who would help, not help themselves.

   

  Inasmuch as this offer you have made through the Better Business Bureau appears to be unconditional, I will accept it. It is a step, albeit less than halfway, in the right direction. Does it truly resolve the matter? No, but I believe you when you say it is your only and final offer. I also believe that, unfortunately, this is as resolved as my complaint is going to be.

   

  Finally, I appreciate you thanking me for my time. I have spent way too much time attempting to bring what could have been an easy and straightforward resolution to what has been a horrible business transaction experience with your company. Your response to my complaint contained deceptive, misleading, and inaccurate information which appear to be an accurate reflection of the way you do business. I hope the time I have spent bringing this to the attention of the Better Business Bureau will help others avoid going through an experience like mine.

   

   

  Thank you so much for your help and time,

   

  ***************************

• Initial Complaint

  Date:07/06/2023

  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.

  I called to have my daughters AC fixed in May. They were there within an hour and a half which was awesome. The technician said it was the transformer and a short in the wiring. He said it would be $700 to fix. By the next morning it was not working again. I made a call to them and they sent another technician. He stated what the problems were and it would be another $1100 dollars to be fixed. I told him that I would have someone else look at it. He said the first technician missed the problems and the part that was replaced the first time may not have been bad because it was a wiring issue. I thought the first technician looked at the wiring since I paid to have it fixed since he said there was a short. I never received a itemized receipt like I asked for. No help from customer ********************** after I called again. I just had some else fix it and none of the things that Right Now Heating and Air said were wrong were the problem. It ended up costing me close to nothing to have it actually fixed but out over $700 to Right Now Heating and Air. They told me pretty much to bad and they couldnt help after talking to someone in Customer **********************. She said she would call me back over the weekend and never heard back.

  Business Response

  Date: 07/07/2023

  Ms. ********,

  We cannot apologize enough for not getting back to you; we dropped the ball and take full responsibility for our communication failures.  Due to our lack of communication, as a gesture of good faith you will be issued a full refund; a check will be mailed to the address on file.

  Thank you for your time and we wish you the best.  

  Customer Answer

  Date: 07/09/2023

   
  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,
  
  ***********************************

• Initial Complaint

  Date:06/25/2023

  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.

  May of 2021 I purchased a new ** and furnace from right now heating and cooling for ******** dollars. I was told by the salesmen that I was getting a high efficiency unit and would see drastic reducing in my electric use. From the date of install to now my electric bill has increased an average of $200.00 dollars per month. Upon instal the two men who came who expressed unhappiness to be doing an install that day. They were rude, and sloppy with the work. The week was mild temperatures so I didnt use the new system. When I did about 7 days later the ** was blowing hot air. I called and a new tech came out. He reported to me that the wiring had been done incorrectly and that he would re wire the system. He also reported to me that the two men who came out shouldnt have been here as the instal team and in his opinion were no qualified together to install without guidance. At this point he has the air blowing cold air. But was still baffled by issues he was running into. After his help, I noticed the furnace wasnt ever turning off and my bill was astronomical. I called for assistance again, I struggled to get someone out. When a new technician arrived they informed me that it was normal and supposed to be on continuous. They did nothing. A couple months later the ** didnt work again. They came back and added refrigerant to my outside unit. Still with issues, another technician was called. They replaced the whole mother board as the system was incorrectly installed and had burned it out. The furnace freezes up constantly with the temperature set at 72. The heat then wouldnt work this winter, the capacitor was replaced, still the unit didnt work. Another technician came out, he got it working by again by re-wiring the furnace as it was incorrectly wired again! Currently the outside unit runs while the thermostat is turned off. The unit runs and the furnace freezes, in the off mode. *** asked to speak to a manager many times and never get one, its as if they dont exist.

  Business Response

  Date: 06/26/2023

  *************,
  
  Were sorry to see that youre having issues with your system.  It does not appear weve been to your home since November of 2022, but we are more than happy to schedule you for an assessment. 
  
  A customer ********************** representative will be in touch shortly to schedule a field supervisor to visit your home.
  
  Thank you for bringing your concerns to our attention; we look forward to getting them addressed.

• Initial Complaint

  Date:06/04/2023

  Type:Customer Service 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.

  My unit was installed August of 2022. I paid over $13k. Right Now Heating and Air stated they will provide 24/7 service if something were to go wrong. This is the 2nd time my system has broken on a Sunday. The first time no one returned my call until Monday. This time after 2 calls to the answering service they called back and said no one could come out and help. This is 100% unacceptable. I am so frustrated.

  Business Response

  Date: 06/05/2023

  ********************,
  
  Were sorry to see that youre upset, but we sincerely appreciate the opportunity to get your concerns addressed. 
  
  Our 24/7 service allows you the opportunity to speak to a live person 24 hours a day, 7 days a week. Unfortunately, we have a limited number of on-call technicians on any given night, so their schedules fill up quite quickly; were sorry to hear that we were not able to get you scheduled on Sunday. 
  
  We see that you have an appointment today between ****; we look forward to assessing your equipment to ensure its operating to manufacturersspecifications. 
  
  Thank you very much for your feedback, and please dont hesitate to let us know if theres anything further we can do to assist.

  Customer Answer

  Date: 06/05/2023

   
  Better Business Bureau:

  They did come out today and fix the issue. The technician was amazing. The only thing I would like to suggest to the business is to teach better customer ********************** skills to after hours/ whomever answers the phone. Thank you. 

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

• Initial Complaint

  Date:05/29/2023

  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 May 23rd just after 1:00 pm their technician arrived at our house to fix our air conditioner. I explained the problem and within a few minutes he showed me which part wasnt working. He told me we could replace it with a $15 part made in ***** that probably wouldnt work, but his recommended fix was over $600 in parts since he said it would help keep the air conditioner working for many years to come. He finished the repair and charged me $615.60 for parts and left.I walked out to the air conditioner after he left and found that all he had replaced was the $15 part (Titan Pro TRCFD355 capacitor). I called them at 2:00 pm right after he left, and *** called them each day since then to try to resolve the issue. Each time the person who answers the phone says that they will have to have someone else call me back, but I have never received a call. I would like to be refunded the $600 for parts that I did not receive.

  Business Response

  Date: 05/30/2023

  ****************,
  
  Thank you for bringing your concerns to our attention and for giving us the opportunity to get them addressed.
  
  On 5/23/2023 our technician visited your home and found a failed dual stage electrolytic condenser.  Our technician did discuss an Air Conditioner Rejuvenation Kit with you, which would assist in keeping your aging unit performing well for as long as possible, but that was not the repair you purchased.  A Rejuvenation Kit costs $1023, and consists of a dual stage electrolytic condenser, a hard start, and a contactor. 
  
  Per our Clear and Transparent Pricing Guide,the cost to replace a dual stage electrolytic condenser is $684.00; our technician did provide a 10% discount bringing the price down to $615.60.  Please see the attached signed service order that clearly shows only the electrolytic condenser was purchased.
  
  As a gesture of good faith, and an apology for the confusion, we have refunded the $79 service fee we collected; this can take 3-5 days to reflect on your account depending on your financial institution. 
  
  We hope having clarification about the purchased repair, knowing your charges were correct, and the $79 refund has alleviated your concerns.  
  
  Thank you very much for your time.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20117309
  
  I am rejecting this response because: it is typical for the price of parts to be marked up to 2x the normal cost, but marking it up to over 60x the normal cost and misleading your customers about what part they are purchasing is unacceptable. As I called within an hour of the technician leaving my house and have not run my air conditioner for the last week while waiting for your response, I would like to return the unused part for a refund. I can bring it by your office myself if you would like.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/01/2023

  ****************,
  
  We do apologize, but we cannot accept a return on a part once its been installed.
  
  As a gesture of good faith, we will supply an additional $100.00 discount to the repair.  This gesture is for no other reason than our desire to provide exemplary customer **********************.  You were quoted for, received,and signed for a dual stage electrolytic condenser; we apologize but we cannot understand how any aspect of that can be construed as misleading. 
  
  The additional discount will be refunded to your credit card; we do hope this substantial discount has alleviated your concerns. 
  
  Thank you for your time.

  Customer Answer

  Date: 06/05/2023

   
  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,
  
  *********************

  Customer Answer

  Date: 06/21/2023

   

  The business said they would refund me $100 2 weeks ago and I still have not received the refund.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20117309
  
  I am rejecting this response because:

   

  The business said they would refund me $100 2 weeks ago and I still have not received the refund.

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

  Customer Answer

  Date: 06/22/2023

  I actually just received the check in the mail yesterday so no further action is needed. Thank you!

• Initial Complaint

  Date:04/20/2023

  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.

  Date of transaction: 1/04/2023 Amount paid for services: $255 Complaint: During a routine furnace tune up, I was told my thermostat was not functioning and that it needed replaced. As a layperson, I accepted this and had them complete the work in addition to the scheduled tune up. When I went to use my AC for the first time since the replacement, it would not turn on the outside unit at all. I call this company to take a look but was treated poorly by the receptionist so I called the company who originally installed the unit to come take a look. It was determined by them ***************** that the issue was with the unit and not the thermostat so it had been replaced erroneously and it is a thermostat not compatible with my system. The business has agreed to issue a credit for the 255 that was charged on 1/4/23 but have refused to come back to replace my original thermostat. I have had to retain ************** again to come back and replace the thermostat, at a cost of 95 dollars. As this business refused to fix the problem they caused in addition to making me whole monetarily, I would request additional compensation of the $95 I had to pay to another company after Right Now refused my reasonable to request to come fix their mistake.

  Business Response

  Date: 04/24/2023

  ****************** Were sorry to see that youre upset.  Its true that we received a call from you on 4/10/2023, stating that your air conditioner was not operating, but after reviewing the call were quite perplexed as to your statement of being treated poorly by our customer ********************** representative.  In fact, she was doing her best to ease your concerns about possibly being charged for repairs, but it seems your frustration increased greatly when she could not say with 100% certainty that you wouldnt be.  We stand behind our customer ********************** representative; she was sending a technician to your home for no charge, she conveyed that the technician would discuss any potential repair costs with you before beginning any work, and that if the tech found anything that suggested our previous work was the culprit to your air conditioner not operating then we would surely waive any fees. Again though, because the young lady would not commit to your appointment being completely free, you abruptly ended the call. 
  
  On 4/20/2023 you again contacted our office stating that you were upset because your thermostat was replaced when it didnt need to be.  ******************, were very sorry, but there is no scenario in which Arctic Air could determine that the thermostat you had replaced 4 months prior didnt need to be replaced.  Regardless of the dubious nature of the information we were provided, as a gesture of good faith and to buy our peace, we agreed to refund the cost of the of the thermostat as well as the $58 maintenance fee;$255.00 was refunded onto your credit card. 
  
  ******************, we have gone above and beyond in our attempt to provide you satisfaction; refunding charges from 4 months prior based solely on the obviously problematic opinion of a competitor is certainly not something most companies would generally provide.  Therefore,we must respectfully decline your request for additional funds.
  
   We thank you for your feedback, and wish you the absolute best.

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and, while I do not care for the tone of the response from the business, I no longer wish to pursue this matter further. The refund provided is sufficient. 
  
  Thank you,
  
  ***************************