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Business Profile

Heating and Air Conditioning

Munoz Heating & Cooling

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:10/09/2022

    Type:Product 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.
    Date of transaction 5/25/2022 I paid $7,000 for Munoz Heating & Cooling to remove the heating furnace and install a new heating furnace. When they replaced the heating furnace on May 25th, 2022, I was told everything was functioning and come winter I would be ready. I attempted to turn on the heater on September 24th, 2022, and it did not provide any heat at all. The new heater was not working at all, it was leaking water from one of the pipes, one of the pumps did not turn on and the thermostat was not functioning. I called Munoz Heating & Cooling so they can fix the issue. Two techs came to my house on Tuesday September 27th, 2022, to fix the issue but, did not. As of today Wednesday October 5, 2022, Munoz Heating & Cooling has failed to successfully resolve the issue. They came to my house on September 27, 28, 29, 30, 2022 October 1, 3, 4, 2022 to troubleshoot the system and they cannot get it to work. I called Munoz Heating & Cooling two times today (October 5, 2022) and they have not returned my call. Although Munoz Heating & Cooling did provide 7 years of warranty on the heater, I would like a full refund. I believe I have provided ample amount of time for Munoz Heating & Cooling to fix the issue they have created. I do not believe these men have the knowledge nor competency to get this resolved.I have uploaded the receipt Munoz Heating & Cooling issued at the time of payment.

    Business Response

    Date: 10/14/2022

    To whom it may concern, 


    I do recall the incident and can confirm that on May 25th, 2022, the customer issuing the complaint did pay an amount of $7,000 to have a heating furnace removed and to get a new one installed. Now, on September 27, 28, 29, 30, my partner and I did go to the clients house to try and figure out what the issue was. We did not realize that the zone of control for the cables was burnt. We thought that it was something else involving the cables. However on October 3rd, 2022, I was in a car accident (I have attached a scanned document with the exchange card that includes the date and report number of the car accident). I contacted the customer letting them know that I would not be able to personally continue working on the issue for a couple of days since I was in extreme pain from the accident. The customer was aware of this and did not have an issue with this at that time. This customer wrote this complaint before we were able to get to the bottom of the issue. As of today, October 13th, his heating furnace is working just fine. I am completely taken aback because the customer and I have been communicating this whole time and we had been working together to make sure everything was resolved fairly. Ive spoken to the client today, October 13th, and they admit that they filed this complaint a little too soon mostly because the client wanted a sense of security that the problem would be resolved. However, the customer and I have already worked through this issue and have reached an understanding. I am not sure what is to happen next, but I hope that this complaint is evaluated so that it does not taint my business negatively because at no point was this client ignored or not taken seriously. I, along with my team, worked hard to find the issue and yes, it did take us a bit longer than expected but we were running different tests to rule out all possible options of error. If you need anything else from me, please do not hesitate to contact me at ************. 


    Best,

    ****** Munoz

Munoz Heating & Cooling is NOT a BBB Accredited Business.

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