Complaints

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:12/12/2024

  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.

  Approximately on 6/10/2024 the company was called and I requested my A-coil to be cleaned. Upon the technicians arrival I expressed to the technician representing Element Services that my A/C's A-coil was freezing over and I suspected it needed cleaned. The technician placed his hand over the coil and said, there is air blowing so the A-coil is fine, there wouldn't be that much airflow if it were blocked" and went outside to my outside A/C unit. Once out side the tech indicated the values for the freon were in the "good" range but might be kind of low so they put freon into my system and left. Not much longer after leaving the unit froze over as it was doing previously. When I called to express the issue continued the owner claimed, "it was blowing air when my guy left" however, the tech did not wait any time to confirm the issue was resolved.
  
  I then called another company and expressed the same concern. Once ****** **** from ***** ******* * *** came out and inspected the unit he confirmed that the A-coil was in fact dirty and that was the source of my issue. Also, he informed me that my system was over serviced with freon and suggested I call Element and allow them the chance to retrieve their product that was not needed in the first place. Once I called Element Services to inform them the unit was over serviced and asked them to remove the freon that I did not need, they requested assistance on how to manage their business and deal with improper troubleshooting of their technician, not interested in retrieving the freon ("what am I supposed to do about that?")

  Business Response

  Date: 12/16/2024

  Our license number is ******** and in our professional opinion, when we got out the the customer's location it was determined that the system needing more freon to work properly. Also, this didn't turn into an issue until a bill was sent. At which time the customer refused to pay. I am not sure if the other company is licensed or not, but we stand by our professional recommendation. Since June of this year, we have tried to contact the customer to get payment and would like it if he would pay the fee and the late charges associated with it.

  Customer Answer

  Date: 12/16/2024

  I am rejecting this response for the following reasons: Attached are my phone records, which clearly demonstrate my numerous attempts to amicably resolve this issue in the months leading up to my complaint. These records also highlight the neglect shown toward the system that their so-called "professional" inspected and serviced.
  
  I would also like to address their attempt to discredit the legitimacy of another company while deflecting responsibility for their own failures. Furthermore, my phone records prove that their claim about me "not having a problem until the bill came" is false—yet another attempt to manipulate the narrative.
  
  As stated previously, the attached photos of the A-coil provide undeniable evidence of the unit's condition shortly after Element Services' "professional" technician performed their service. Even Element Services acknowledges that their technician only serviced the Freon and left the A-coil in the unacceptable state shown in the photos. This is particularly troubling, as the A-coil was the very issue I contacted them about in the first place.
  
  Their technician chose to service something that was not the root cause of the problem, demonstrating poor business practices seemingly designed to generate extra charges. Adding to this, the technician left without confirming whether the A-coil was still freezing over—my original reason for requesting their service.
  
  I have records documenting this entire process and can substantiate my claims without question. Element Services must recognize that I called due to my A-coil freezing over, yet their technician only serviced the Freon, left the A-coil in the condition shown in the photos, and failed to verify whether the issue was resolved. When the problem persisted, I called back just two days later.
  

  Business Response

  Date: 12/19/2024

  We gave him our professional opinion and then we performed the service after talking to him. We would like to get past this too so we are offering to not charge the late fees but he would still have to pay the original cost, $400.

  Customer Answer

  Date: 12/21/2024

  I am rejecting this response because Element Services has repeatedly demonstrated dishonest and unethical business practices. Their original bill was $300, comprised of $100 for labor and $200 for Freon that was entirely unnecessary. Despite this, their inability—or deliberate refusal—to perform basic arithmetic is glaring, as the final bill, including late fees, still failed to reach $400. This suggests either gross incompetence or intentional deception.
  
  Their actions violate the Illinois Consumer Fraud and Deceptive Business Practices Act (ICFA), which prohibits deception, fraud, misrepresentation, and the concealment of material facts in trade or commerce. Their attempts to mislead and manipulate are also inconsistent with the protections afforded under the Federal Trade Commission Act (FTC Act), which explicitly prohibits "unfair or deceptive acts or practices in or affecting commerce."
  
  The evidence in the corresponding messages highlights their appalling conduct. Not only did they leave the A-coil in a disgraceful condition after servicing the wrong component, but they also resorted to desperate and transparent manipulation tactics, including:
  
  1. Baselessly discrediting a legitimate third-party expert to obscure their own failings.
  
  
  2. Fabricating a false timeline in an attempt to undermine the validity of my initial complaint.
  
  
  3. Refusing to accept responsibility for their egregious errors while continuing to demand compensation for unnecessary and unprofessional work.
  
  
  
  I engaged their services for a specific and straightforward issue, which they willfully ignored in favor of their so-called "professional opinion." This "opinion" resulted in the misdiagnosis of the problem, leading them to waste time and resources adding Freon that was not needed. Meanwhile, they completely overlooked the actual issue—a simple cleaning of the A-coil. Their failure to troubleshoot properly and their subsequent insistence that I pay for their incompetence and mismanagement is both insulting and unacceptable.
  
  Element Services’ actions are not only inept but also deceitful, conducted in bad faith, and reflective of a company with no regard for ethical or honest business practices. Their behavior is a clear violation of both state and federal consumer protection laws and has been nothing short of disgraceful.