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Business Profile

Commercial Air Conditioning Contractors

Legacy Heating & Cooling
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Legacy Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see

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Legacy Heating & Cooling has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 a water heater replaced in my home on April14, 2025 and accidentally over paid by 36 dollars with my cashier checked, I called the company on April 20th and asked for the billing department to issue me the amount that was overpaid and its been a hassle every since, I have called 5 times and the same answer its being processed. I live 15 minutes away from this company. The company did a great job , its the billing department that *****. If, I owed them money it would be in collections by now, Im on social security and it doesnt seem much, but 36 dollars is a lot to me and if a person sez they are going to handle it, they need to follow through with their word. Called again on June 4th and the same answer, its being processed.

      Business Response

      Date: 06/12/2025

      Dear ******** ****,

      This complaint has been filed with the wrong company. We are a commercial only provider. Please review your invoice for the correct company.

      Best regards,

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

    • Initial Complaint

      Date:11/14/2024

      Type:Order Issues
      Status:
      Resolved
      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 am writing to formally address my experience with Legacy Heating and Cooling regarding several jobs that were contracted but left unfinished. Despite my efforts to engage with Legacy Heating and Cooling professionally and patiently, the service and support I received from themespecially from ******************** far below acceptable standards. The experience has caused significant inconvenience and frustration, warranting this complaint for resolution.Over the course of these projects, Legacy Heating and Cooling failed to complete several jobs in full, which led to delays in payment on my end. When the matter escalated, Legacy involved a legal representative to collect payment. Once the lawyer was involved, Legacy finally completed the initial scope of work, and I promptly fulfilled my financial obligations to them. However, even after this, a few key finishing tasks were left unresolved. Despite repeated promises over the past several months to address these final items, Legacy has not returned to complete them.Throughout the entire process, I maintained a cordial and professional demeanor, attempting to resolve issues amicably and honoring all agreements on my end. Unfortunately, my patience has been met with dismissiveness, and my communications have largely been ignored since payment was rendered in full. Notably, Mr. ***** ******, a representative of Legacy, was uncooperative and at times rude, further complicating efforts to achieve a timely and effective resolution. His approach contributed to the delays that initially led to the withheld payment. This disregard has left me with unresolved issues and no response to my calls for resolution.Given the circumstances, I respectfully request that Legacy Heating and Cooling either honor their initial commitment by completing the remaining tasks or reimburse me for the cost of hiring another service provider to finish the job.Thank you for your attention to this matter.

      Business Response

      Date: 12/04/2024

      Dear BBB Resolutions,

      We received this complaint letter on Monday December 2, 2024. We immediately called our customer and resolved the matter. The customer wanted additional items to be done on one of his jobs that was not part of the original job scope. Our team went out on December 3, 2024, and completed the job to the customer's satisfaction. The customer had not let us know that they wanted additional items done prior to receiving this letter. 

      Please let me know if you have any additional questions.

      Thank you,

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

       

      Customer Answer

      Date: 12/06/2024

       
      Better Business Bureau:


      Better Business Bureau:
      I appreciate the opportunity to address this matter and provide clarification.
      Our team made every effort to resolve the situation amicably and avoid escalating it to this level. Unfortunately, despite attempts to address the unresolved issues through direct communication, the matter required the involvement of the BBB as a last resort.
      For context, we engaged with Legacy Heating and Cooling for several projects, but numerous delays and incomplete work led to frustration. In contrast, our experience with Bill's Heating, who installed new gas lines and heaters for approximately $30,000, was exemplary. Bill's ensured thorough pre- and post-work inspections to confirm the job was done correctly and to our satisfaction, setting a benchmark for quality service. We had great and quality service with our first installation with Legacy Heating as well, these last couple jobs from Legacy just left a lot to be desired. 

      While Legacy Heating eventually completed the pending work at our business locations, it required over a year to finalize, which significantly disrupted our operations.
      We genuinely wish Legacy Heating success in their future endeavors but feel it necessary to highlight the challenges we faced to ensure accountability and improvement.
      Sincerely,
      *** *******

    • Initial Complaint

      Date:12/15/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had a brand new HVAC system installed in 2019. In ************************************************************************************************************* electricity bills. We had 2 separate companies verify there was a leak and in June 2022 we had the system refilled. It has since leaked out again and trademark refuses to resolve the issue. The first tech that was at my house was dishonest and said i verbally agreed to work and I never did. I have made many calls trying to talk to a manager so I can have my system fixed. They will not fix the issue and have been unsatisfactory with their customer service.

      Business Response

      Date: 01/11/2023

      After speaking with *****- he agreed to remove the complaint. We all have a better understanding of the process and  we are working on the repair. 

      Customer Answer

      Date: 01/13/2023

       
      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,

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

    Legacy Heating & Cooling is BBB Accredited.

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