Complaints

This profile includes complaints for ABC Plumbing Sewer Heating Cooling Electric's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr Arlington Heights, IL 60004

• 

  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr STE 200 Arlington Heights, IL 60004-1499

• 

  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr Arlington Heights, IL 60004-1485

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:08/15/2023

  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.

  *** replaced all of the ******************* under my house. They busted all.of the concrete in my basement to do this. And now when it rains water pours in from cracks and all of the new concrete poured.

  Business Response

  Date: 10/04/2023

  Please see the attached.

  Thank you!
  
  

  

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

  Customer Operations Manager

  Direct: ************

• Initial Complaint

  Date:08/10/2023

  Type:Order 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.

  Following up on my last post to BBB which was followed by a message from BBB to file a complaint.The company duped ** by taking advantage of a difficult and stressful situation, charging us not just a higher amount than what it should be, but more than 300% of what it should have been, and by thousands of dollars.Also there was never an invoice detailing product, labor, etc. and I never officially agreed to that. Then they show me a pretend document where my name is not my name and the signature is not my signature.Then I read in reviews that they do the same to many people! It is basically a business model.I even tried to approach them and offer a reasonable solution- but the company not only turned me down, but added an ironic insult.Although in my case a lawsuit is pending since it is unclear if the company acted in a legal manner, but in general the public should be aware! And for that I rely on BBB

  Business Response

  Date: 10/04/2023

  Please see attached.

  Thanks!
  
  

  

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

  Customer Operations Manager

  Direct: ************

  Customer Answer

  Date: 10/12/2023

   
  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. Hello
  I received your email today that the case would be closed since you did not receive my response regarding my satisfaction level from your previous message.
  
  The reason you did not receive my response yet is that in your previous message you suggested that I take legal action against the business- and this is exactly what I am exploring these days. This is a long process. I dont know how to do this, let alone quickly. But I know *** need to pay.
  
  Please consider this my expression of level of satisfaction. Thank you!
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:08/07/2023

  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 hired *** Plumbing to conduct a routine annual inspection on my fully-functional air conditioner. A technician came out for the inspection on Mon 07/17, but in the process, broke my ** (the unit still runs, but no longer blows cool air, and is therefore just an expensive fan). At the time, that technician informed us that our unit was in good shape, despite being on the older side, and that we should have no issues unless our outdoor coil froze (which it had not).We informed *** that our ** was no longer functioning properly, and they sent out a second technician on Tues 07/25, who apologized profusely and told us that *** would cover the damage as it is a result of their contractors work, given the ** was working prior to visit (per the first technician's notes) and then broke.*** management agreed to send someone out to attempt to fix the situation by replenishing freon coolant (R22, which they say is now very expensive). We were unsure this would remedy the issue but were optimistic, because it sounded like *** was taking responsibility for their work. A third technician is sent to add R22 on Thurs 07/27. It is clear within a very short time that this is not a lasting solution.The technician is sent back out (fourth total visit) on Mon 07/31. He makes no attempt to repair the ** and acts very hostile towards us, stating only that it is an old unit and that it "probably" has a leak. When we reiterate that it was fully functional before ***'s first visit, he walks off mid-conversation.We have now spent three weeks without any ** in the heat of summer, with temperatures in our apartment at or above 85 degrees. *** has strung us along and pretended to take responsibility, while doing nothing -- rarely even returning our phone calls. We had a fully functional ** that is now broken, and *** should stand by their technician's work by either fully repairing or replacing it.Attached is a recap of all interactions with ***, including their technicians' notes.

  Business Response

  Date: 09/27/2023

  Please see attached. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20434919
  
  I am rejecting this response on the grounds that *** technicians have clearly damaged my property, and are refusing to stand by their work -- instead attempting to shield themselves behind false pretenses and ambiguity.

  *** did not actually offer to inspect the line for leaks, as they claim, but rather suggested that it was "possible" that a leak existed. This alleged leak was not mentioned at the time of their first technician's visit (at which time the ** was fully functional), nor at the time of their second technician's visit (at which time technician #2 stated in no uncertain terms that technician #1 had erred and erred and caused the issue with my **). And, notably, this inspection diagnosis alone would cost several thousand dollars, on top of an additional several thousand dollars to fix if a leak was found. *** was ostensibly looking for another revenue source, not to remediate their work.

  ***'s addition of R22 fluid to my unit after this fact was very clearly presented as a potential remedy for the broken unit, NOT a test to diagnose potential issues with it.

  And to reiterate, the unit was 100% fully functional at the time of technician #1's visit. His own notes stated "pressure is low little bit [sic] for R22", while indicating that the rest of the unit's function was fine with no other qualifications. It immediately ceased to function following his departure, after which I notified ***. It is very clear what the causation was here.

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

  Business Response

  Date: 10/06/2023

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

  We appreciate your response but disagree with your evaluation that our original response was ambiguous. You state a few things in your rejection. First that the unit was fully functional at the time of our first and second technician's arrival. This is clearly untrue based on the documents that I believe you have provided the BBB where each technician states that there is a clear issue with the R22 refrigerant. Secondly, the second technician never stated that the first technician made an error. He documented that a manager would reach out to you, which did occur. Thirdly, you state that we did not offer you a leak detection search. When the third technician arrived, he offered you the leak detection and you declined it, again, as evidenced in the paperwork that you submitted to the BBB, received yourself and signed off on, and that we have on file. We again apologize for any inconvenience, but all detail has been outlined in our initial response, and we hope this follow up clears up any confusion you might have had. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20434919
  
  I am rejecting this response as *** again attempts to distort the facts of what occured, and refuses to take responsibility for a major problem they created. As stated multiple times across multiple channels, their first technician stated that the unit was in working order when he performed our tune-up. All statements, both verbally and written (as I submitted as proof), support that the unit was functional, with his only qualifying statement was "pressure is low little bit [sic] for R 22". Had it not been functional, the technician would have clearly noted it, and likely would have refused service in the first place. *** also refuses to acknowledge the substance of interactions with follow-up technicians (in person) and management (via phone).
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 10/18/2023

  Initially, we were out for a tune-up on a 23-year **, R22,system. Our initial tech did document that the system was low on coolant (R22).A couple of days later, the system began to freeze due to the low refrigerant levels that were mentioned at our initial visit. Our technicians detected a low refrigerant charge.  Such issues can occur due to internal leaks or other factors.
  
  We conducted our diagnostics with professionalism and presented our findings to you, explaining potential causes and necessary actions. We agreed to refill R22 back into your unit at no charge but expressed that there is, most likely, a leak somewhere in the system and we cannot guarantee that it will continue to function. The 23-year-old ** system was not functioning due to low refrigerant levels.
  
  We spoke with the customer about various options as well as replacing the ** system. We offered several options and discounts, but the customer declined. At *** HV**, we are committed to transparent communication.Both management and the customer experience team have made good faith efforts to resolve system issues.

  ~The Customer Experience Team

  
  

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20434919
  
  I am rejecting this response because, yet again, *** is attempting to distort the facts, and I do not want other consumers to be taken advantage of in a similar way. *** states: "A couple of days later, the system began to freeze due to the low refrigerant levels that were mentioned at our initial visit." In reality, the system ceased to function *immediately* after their technician left, to which *** was promply notified. It is not a coincidence that a unit that was functioning perfectly well (which ***'s technician noted himself) began to have issues following their "tune-up". *** then used this as an opportunity to attempt to extract more revenue out of the customer instead of remedying their own technician's faulty work, dragging the situation out before ultimately walking away without resolution.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 10/19/2023

  Thank you for providing your feedback. It is clear that there is a difference of opinion here, and at this time we have provided you with all of the facts as well as our final decision in this matter. We stand behind our technicians and their diagnostic reports, which was provided to you at the time of service. In this particular case you were presented with the options to move forward to determine what the issues were with your 23 year old AC system. We wish you the best of luck in the future.

  ~ *** Customer Experience

• Initial Complaint

  Date:07/27/2023

  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.

  07-23-2021.purchased :$1775 40 gal Water Tank. Have 6 yrs. ************ warranty and 2 yrs labor. Called for service 07-18-23, no hot water. They didn't honor my warranty because the tank had got water in it. They say the manufacturer voids the warranty when water causes the problem. I have nothing to do with manufacturer. I have warranty with *** PLUMBING. They failed to put that detail on my warranty papers. Please help me to replace my water tank, PS. order number #******.I appreciate if you can help, thanks.

  Business Response

  Date: 09/26/2023

  see attachment

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20387032
  
  I am rejecting this response because:
  I paid $1700 , they offering me $200. I will appreciate if they replace  water tank free of charge  thanks in advance 

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

  Business Response

  Date: 10/06/2023

  Dear ********************,
  
  We acknowledge your request for a full refund. However, we kindly direct your attention to the rationale provided in our initial communication. It is imperative to note that, in accordance with the manufacturer's policy, warranties are nullified in instances involving Acts of Nature. Consequently, *** is unable to endorse or facilitate any refund or replacement in this regard. It is essential to emphasize that *** bears no responsibility for the circumstances that transpired. In a gesture of goodwill, we have extended a refund of $200. We strongly advise you to engage with the manufacturer to pursue further recourse in this matter. It is imperative to understand that, in no uncertain terms, *** cannot be held liable in any capacity for the situation at hand.
  
  

• Initial Complaint

  Date:07/26/2023

  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.

  Date of transaction: 05/21/2023 downpayment, 06/22/2023 remainder of balance Amount paid to business: $27,182 What the business committed to provide: fix separations in ********* in the basement, excavate and expose section of sewer in front yard, replace from wall up to sidewalk with full size PVC piping, cleanout, replacement of concrete Nature of the dispute: I called about a sewer smell in my home. *** came, did some work, but did not complete the job. Now, there's property damage and the stench is still there. They said they would work on the *********, but they did not finish the work.Business has said they will resolve the problem, but have not taken any action to resolve problem.Order #***********

  Business Response

  Date: 09/26/2023

  Please see the attached response for ******************* complaint number 20380920

   

  Thank you,

  Business Response

  Date: 09/26/2023

  It has just come to my attention that ************ disputed the charges with her credit card. Please see the updated response attached that includes our most recent contact with her (today) and the results of this communication.

• Initial Complaint

  Date:07/26/2023

  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.

  We purchased a brand new air conditioning unit for our home in April of 2022. Everything was paid in full and the unit was installed. After the first month, the ** stopped working and was not pushing cool air through the house. Since then (1 year and 3 months), *** has sent out over 12 different people to "have a look" at the unit only for it to still not work over 1 year later. We have EXTENSIVELY tried to work with *** to get the issue corrected, but at this point we want a full refund and compensation for the hours of work lost due to us having to be present for *** to NOT be able to fix this problem. We have emails from *** agreeing that if they could not fix the unit this last time that they would replace it. They have not.Our contract states specifically:"*** Plumbing, Sewer, Heating, Cooling and Electric warrants that if a defect is found within 10 years from the original installation date of equipment, whether or not the use of the system begins on that date, the Company will provide a new or remanufactured part at the company's sole option to replace and defective part without charge."There were defects ON DAY 1 and this still has not been rectified. We have gone several days in heat without **. We are planning to sell this property but cannot due to inoperable ** unit.

  Business Response

  Date: 09/25/2023

  see attachment

  Customer Answer

  Date: 09/29/2023

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

• Initial Complaint

  Date:07/24/2023

  Type:Product 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 6/20/23 *** came to my residence for a requested service call on 2 A/C units. The charge was $102.94 which included a maintenance agreement charge of $33.94 per month for both units. On 6/23/23 I contacted *** to let them know that I wish to cancel the maintenance agreement. I was informed at this time that the charge had not been processed yet and that my cancellation request would be honored. On 6/28/23 I contacted *** again to confirm that the maintenance agreement had been cancelled. I was told that it had been cancelled and that I did not have any agreements in place. On 7/24/23 I received my credit card statement which showed a charge on 6/20/23 for $102.94 and a charge on 7/16/23 for $33.94. I contacted *** and was told by ********* that there is no record of me requesting a cancellation. She stated that she would now cancel the maintenance agreement for the 2 units but I would not get a refund because I was aware of these charges. She also stated that she would request a refund but it was unlikely that I would receive one. I never received a contract or copy of by billing statement, multiple calls and text requests for this information went unanswered. I am requesting a total refund of $67.88 and a written confirmation that this has been canceled and that there will be no further charges. I have also contacted my credit card company to dispute these charges.

  Business Response

  Date: 11/06/2023

  Dear *******,

   

  We would like to extend our sincere apologies for any inconvenience and confusion you have experienced regarding the monthly maintenance agreement with **** We take your concerns seriously, and we are committed to addressing this issue promptly and to your satisfaction.

  Upon reviewing your complaint, we acknowledge that there were discrepancies related to the monthly maintenance contract charges and the cancellation process. We deeply regret any frustration this may have caused you.

   

  To resolve this matter, we will take the following actions:

  1. Full Refund: We will issue a full refund of $33.94 to your credit card for the charges related to the monthly maintenance agreement. You can expect to see this refund reflected on your credit card statement shortly.

  2. $50 *** Gift Card: In addition to the refund, we would like to extend a $50 *** gift card to you as a token of our apology for any inconvenience and confusion you have experienced.

  3. Invoice Confirmation: We will promptly email you a copy of the invoice for your records to the email address you provided to the BBB.

  Please allow  **** business days for the refund to be processed, and for the gift card to be sent to your preferred mailing address.

   

  We are committed to improving our processes to prevent such issues from occurring in the future. Your feedback is invaluable to us, and we will use it to enhance our customer service procedures.

   

  Once again, we apologize for any inconvenience you have experienced and thank you for bringing this matter to our attention. If you have any further questions or require additional assistance, please do not hesitate to contact us directly.

   

   

  Kind Regards,

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

  Customer Experience Supervisor

  Office: **************  |  Direct: *************

  *************************  

  Customer Answer

  Date: 11/06/2023

   
  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:07/24/2023

  Type:Product 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.

  6/20/23-*** service call at my residence, charge for service included a monthly maintenance contract for 2units for $33.94 per month, later realized I never received a copy of the contract or the bill, contacted *** requesting bill-never received 6/23/23 contacted *** requesting cancellation of monthly maintenance agreement, was told that the charge had not been processed yet and they would cancel. 6/28/23 contacted *** to confirm cancellation and was informed that maintenance agreement was in fact cancelled and that I did not have a maintenance plan in effect. 7/24/23 received credit card statement showing a charge for $33.94, called *** only to be told that they have no record of my request for cancellation and that I was aware of these charges. ********* at *** informed me that she would now cancel the maintenance agreement for 2 units, but it would be unlikely that I receive a refund. She did state that she would send an email to the appropriate area requesting a refund though. I have contacted my credit card issuer to dispute the charge on my current bill. I would like a refund from *** for $33.94 and written confirmation that this maintenance agreement for 2 units has been cancelled and there will not be any future charges.

  Business Response

  Date: 09/25/2023

  see attachment

• 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.

  I called *** to service my air condition from a ad I saw for $49. They sent a guy name ***** I think. He immediately started disconnecting wires on my furnace saying they were connected wrong. I told him he was here to service my ** and leave my furnace alone. He said oh my bad I was looking at the wires wrong. I told him to call his supervisor because he kept fumbling around, he kept saying I got this I know what ** doing. After 3 hours I told him again to call his supervisor. He refused so he called for another tech to come out and the office told him to call the supervisor. He called **** his supervisor this man was awful he talk to him like he was a dog. I tried to tell **** what was going on and he told him to take him off speaker and told him off. Then he start telling me my thermal stat was broke an he could fix it for $416 I told him no I want another service guy. So the next guy came at 12:30 he was ******* he looked at it and talk to **** the supervisor. Meanwhile ***** had pulled wires a loose saying my ** was disconnected. It was working before he got here. The other man ******* sent for Esmir. When he got here he had a totally different diagnosis and spent 20 minutes doing something an the ** started running again and he wanted $790. I dont no what for. I am a single black senior female. I answered a add for $49 dollars for my ** to be checked. They send someone thats been on the job 8 months. He screws up the job and they ******* me out of $622. The service office called and she said she would see what happen and call me back. That was 3 weeks ago. They are liars and swindlers. First Im told I need a thermostat then next next guy says its a wire. If they work for the same company and are that far apart on whats wrong there is a problem. They never call me back they just ******* me out of money for my ** that the first guy screwed If they did it to me they are doing it to other seniors.

  Business Response

  Date: 09/25/2023

  see attachment

• Initial Complaint

  Date:07/18/2023

  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.

  Deceptive and fraudulent practices -Charged $100 to "tune up" our two ac unit. What we found out was they never even opened up the ac units to inspect/clean and then said we had to spend upwards of 7k to replace the big one because it is out of date and completely out of a type of freon that is no longer manufactured. They then said they needed to charge the smaller ac unit for $798 because the freon was low.-This didn't seem right, but they seemed reputable so we obliged.-The next morning the ac did not work and we called another hvac company owner who admitted he used to work for *** but quit and started his own company due to the fraudulent practices. He showed us that *** failed to even open up the ac units because the big one was FULLY charged with freon and all it needed was a replacement part for $100 to be working perfectly again...not the 7k+ replacement *** pressured me into doing without even inspecting the unit! We then moved to the smaller one and showed me that they charge me $798 and again did not clean it or charge it with any freon as it was completely empty. Needless to say, both are working perfectly now and it opened my eyes to how I was completely lied to. *** never performed the initial tune up they said they did and instead lied to me and tried to have me pay over 7k to replace a perfectly working AC unit and then did the same with the smaller unit. I am in real estate and shared the story with some clients and my inspector and they have echoed very similar stories where they absolutely prey on the unassuming consumer, pretend they are looking and doing something and then come back and lie with their diagnosis and give outrageous suggestions. I feel so disgusted by this experience knowing how they are doing it to so many people out there and of course, they won't return any of my calls or refund me the $898 they stole from me.

  Business Response

  Date: 09/25/2023

  see attachment

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20337336
  
  I am rejecting this response because:  This response is completely inaccurate.

   

  Again, the big ac did not require any refrigerant and was working perfectly fine.   The refrigerant was tested 12 hours later by a new company and it was completely full. They tried to convince me that it wasn't working and needed to be replaced for over 7k.

  They charged me $90 to do a full tune up and no such tune up occurred.  At the end of the "tune-up" all they did was lie to me and try to tell me things that weren't actually happening.

  They claimed they filled up the small ac with refrigerant and once they left the ac was still not working.  I had someone come about 16 hours later and the the refrigerant was still at 0 which plays into ***** scheme of wanting me to call them to say it still isn't working (since they actually never added the refrigerant in the first place) so that they can advise that I replace the small one as well.

  *** charged my credit card around $800 when the bill I signed and consented to was around $430.    They never acknowledged doing that.  They never sent me a receipt or explained why they tried to get away with charging my card almost double of what I was told was going to be charged.

  All in all, my cc was charged nearly double of what I was told it was going to be, there was no tune up taking place, I was lied to my face multiple times in an effort to sell me on replacements that absolutely did not need to happen, and then further lied to about the refrigerant.  The entire experience has been echoed by dozens of my clients and colleague in the office (I am a real estate agent) so I know I am not the first and sadly won't be the last person that *** tried to con out of money.  They gave me $400 back because they were caught lying and called out on it, yet they still owe me the rest of the money that they stole from me.  I honestly don't know how anyone at this company can live with themselves knowing what they do to poor unassuming and ****** trusting consumers each day.

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

  Business Response

  Date: 11/06/2023

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

   

  We appreciate your feedback and concerns regarding the recent service you received from *** HVAC company. We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all our valued customers. We would like to address the issues raised in your complaint.

   

  On May 22nd, our technicians conducted a thorough assessment of your HVAC units. For the larger unit, we diagnosed that it was over 10 years old and required R22 refrigerant, which has become scarce and expensive due to manufacturing discontinuation. In such cases, it is our standard practice to offer our customers options that ensure cost-effectiveness and long-term performance. We suggested a replacement as the most viable and sustainable solution.

   

  Regarding the smaller unit, our technicians detected a low refrigerant charge. Such issues can occur due to internal leaks or other factors. We conducted our diagnostics with professionalism and presented our findings to you, explaining the potential causes and necessary actions.

  It is important to note that HVAC systems can have complex issues, and determining whether a unit has been opened or not is not always definitive. Furthermore, we understand that former employees may have differing opinions, and it is not uncommon for them to promote their own businesses by criticizing competitors. We maintain a high standard of service and ethics in our company practices.

   

  In consideration of your concerns, we issued a courtesy refund of $400. We also ensured that you had ample time to seek a second opinion, as evidenced by the fact that you deferred the service until June 19th. Our technicians remained available to address any questions or doubts you may have had.

   

  At *** HVAC, we are committed to customer satisfaction and transparent communication. We encourage customers to review our technicians' diagnostics and discuss any concerns before authorizing work. We respect your right to make informed decisions about your HVAC system.

   

  We regret any inconvenience you may have experienced and hope that this response provides a clearer understanding of the situation. Should you have any further questions or require additional assistance, please do not hesitate to contact us directly.

   

   

  Kind Regards,

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

  Customer Experience Supervisor

  Office: **************  |  Direct: *************

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

  Business Response

  Date: 11/06/2023

  Dear *************************,
  We appreciate your feedback and concerns regarding the recent service you received from *** HVAC company. We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all our valued customers. We would like to address the issues raised in your complaint.
  On May 22nd, our technicians conducted a thorough assessment of your HVAC units. For the larger unit, we diagnosed that it was over 10 years old and required R22 refrigerant, which has become scarce and expensive due to manufacturing discontinuation. In such cases, it is our standard practice to offer our customers options that ensure cost-effectiveness and long-term performance. We suggested a replacement as the most viable and sustainable solution.
  Regarding the smaller unit, our technicians detected a low refrigerant charge. Such issues can occur due to internal leaks or other factors. We conducted our diagnostics with professionalism and presented our findings to you, explaining the potential causes and necessary actions.
  It is important to note that HVAC systems can have complex issues, and determining whether a unit has been opened or not is not always definitive. Furthermore, we understand that former employees may have differing opinions, and it is not uncommon for them to promote their own businesses by criticizing competitors. We maintain a high standard of service and ethics in our company practices.
  In consideration of your concerns, we issued a courtesy refund of $400. We also ensured that you had ample time to seek a second opinion, as evidenced by the fact that you deferred the service until June 19th. Our technicians remained available to address any questions or doubts you may have had.
  At *** HVAC, we are committed to customer satisfaction and transparent communication. We encourage customers to review our technicians'diagnostics and discuss any concerns before authorizing work. We respect your right to make informed decisions about your HVAC system.
  We regret any inconvenience you may have experienced and hope that this response provides a clearer understanding of the situation.Should you have any further questions or require additional assistance, please do not hesitate to contact us directly.