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Business Profile

Heating and Air Conditioning

Guardian Heating & Cooling Service, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:02/12/2025

    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.
    In June 2024 I called Guardian to assess our HVAC, as we had trouble heating the 1st floor and cooling the 2nd floor. ****** did a walkthrough and insisted we had to replace our entire system. I disclosed I'm disabled and largely homebound, and he used that to convince us that the issues would be solved if we spent $50k on a new ************ (which was only 1.5 years old) rather than repair issues with our current unit. He repeatedly said the new furnace would completely solve our problems. In November we got multiple daily urgent notifications about a problem with the furnace and told Guardian. Our 1st floor was cold, the furnace wasn't heating the space, & no hot air was coming out of the vents. Guardian sent ****** on 12/6 & we did not hear back about fixes. We texted on 12/13 for an update. **** called to say someone more senior had to look at it; ****** was the wrong person to send & they would send ****. Despite Gabes 12/13 comments, Guardian sent ****** on 12/20. He wasn't able to fix the problems. We emailed our frustrations and forwarded the urgent notification emails we got every day without response. I texted that the 1st floor was very cold and air wasn't coming out of the vents. **** came on 1/15 and said the problem was the air filter they sold us for $600 and removed it, claiming the problem solved. But we got 12+ urgent notifications that day after ****** "fix" and hot air still wasn't coming out of the vents. When I told ****, he was condescending and dismissive. I texted ****** and asked for next steps. Guardian has sent numerous people to troubleshoot why the furnace they installed does not work properly and have not offered answers but create more problems and blame each other. We don't trust Guardian and they took advantage of my disability status to sell us an expensive product that doesn't work. We now have to find another **** company, which will be expensive. We ask Guardian to refund everything we paid, less the water heater & mini-splits.

    Business Response

    Date: 02/24/2025

    Please accept the following as our Formal Response to Complaint # ******** as follows:

    February 24, 2025

    Better Business Bureau
    ****************************************************************************************************************

    Re:          Complaint No. ********
    Repair Issues
    Disputed Amount $ 49,192.00

    To whom it may concern:

    On December 26, 2024,Guardian Heating & Cooling Services Senior Comfort Advisor, ****** ********, along with Guardians Service Manager ******* **** performed the verification of temperatures throughout the entirety of the first and second floors of the ******* residence located at ************************************************************************************************. Pitrello utilized an infrared thermometer that indicated a one-degree temperature difference from the thermostat on the first floor and a three-degree temperature difference from the thermostat on the second. This verification process took place while the system was running in variable speed as recommended. To Guardian Heating & Cooling Services knowledge, there were no additional temperature concerns.

    Between December 26, 2024,and January 20, 2025, various service calls were completed at the residence.From a company standpoint, the absence of further customer communication led our team to understand there were no further issues or concerns.

    Guardian Heating &Cooling Service LLC along with ******************* (Manufacturer) stand by their Two (2) Year / 100% Satisfaction Guarantee.

    In the event the customer is not satisfied ******************* will honor its manufacturers customer satisfaction guarantee, and ******************************************* & ***************************************** will remove the equipment in question and credit the customer for the **** portion of the project.

    Respectfully,
    **** *****, Operating Partner
    Guardian Heating &Cooling Service LLC

Guardian Heating & Cooling Service, Inc. is NOT a BBB Accredited Business.

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