Complaints

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

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  Element Heating & Cooling, Inc.

  347 Locust St S Twin Falls, ID 83301-7837

  
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  Element Heating & Cooling, Inc.

  504 E Main St Burley, ID 83318-1937

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:04/27/2023

  Type:Billing 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.

  Element Heating and Cooling installed all my equipment in my new ***************** home. On May 4, 2022 I paid for an annual service fee 2X per year. I used my 1st service on May 4th, 2022 where they came out and inspected my furnace and A/C. During this time my system was still under warranty, as he stated my unit was very slow on starting and did not know what the issue was so just assumed the dust on the blower wheel. was the issue. He at the time did not have enough time to do this and the service as the office had other jobs scheduled for him.Yesterday April 26th 2023 element came out for my 2nd paid inspection and cleaning, the tech noticed the unit still was slow to start and noise, upon further diagnosis he determined the motor bearing was bad, moreover was never properly diagnosed back in on May 4th 2022, while under warranty, the office was called and over the speaker phone the office informed the tech and me they would take care of the motor on a warranty claim and I was only responsible for paying the labor to install it. The job was completed my bill came to $287.00 I paid the bill only to find out today April 27, they then informed me they would not cover the warranty and are now asking I pay for the motor whereas they stated 100% they would cover it under a warranty claim.Incidentally had the same exact issue been diagnosed back in May 4th, 2022 this could have and should have been fixed under warranty period. This is bait and switch, had they been upfront with me yesterday I would have contacted ********** to contact them to resolve said issue. But after telling me on the speaker phone they would cover the warranty claim, and then the next day after going on false information they are now quite fraudulent if you ask me. They need to eat this cost as they stated they would, I was on the hook for all labor which I happily paid in full. I lived up to my part they need to write this off, they should have diagnosed this in May while warrantied.

  

  Business Response

  Date: 05/17/2023

  First, we would like to start off by apologizing it has come to this. We have done our best to do what was fair to ** and the customer. We did install the equipment for the builder on 09/27/2016. The 5-year manufacturers warranty started on this day making the warranty good until 09/27/2021. The customers argument that it would have been covered under warranty in May of 2022 is not correct. We still would not have been able to warranty any parts at that time.

   

  However, we did understand that the customer was upset about having to pay for the motor and that he was displeased with his bill from April 27^th, 2023. The bill for the motor was $530.00. The customer called in and spoke with management and at that time we agreed to discount the bill just to cover the cost of the part. The bill was discounted by $230.00.

   

  Again, we apologize if there was any confusion upfront. We did not do anything on purpose and if we could warranty the part we would. Unfortunately, these warranties are black and white. There was no way around it and that is why we discounted the parts for the customer which we feel is fair.

   

   

   

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

  Element Heating and Cooling