Complaints

This profile includes complaints for Staats Service Today!, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Staats Service Today!, Inc.

  601 S Main St Creve Coeur, IL 61610-3973

• 

  Staats Service Today!, Inc.

  PO Box 2570 East Peoria, IL 61611-0570

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:01/20/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  This is regarding Staats Heating and A/C's failure to properly cancel my half-yearly service contract for heating and A/C maintenance. I initially requested to end my service with Staats in October 2023, as I was dissatisfied with the service provided. Since then, I have repeatedly reached out to them through phone calls, emails, and by leaving feedback on their website to finalize the cancellation and ensure that they will refund the unused charges. Despite these efforts, I have been told multiple times that the accounting department will finalize the cancellation, but I have yet to receive any confirmation or resolution. It has been more than an year since my initial request, and I am still waiting on the refunc. I have not received any follow-up communication from Staats, and this lack of response is extremely frustrating. I am requesting your assistance in resolving this issue and ensuring that the refund is processed promptly. I am also bringing this matter to your attention so that other customers do not encounter the same frustrating issues with Staats Heating and A/C

• Initial Complaint

  Date:07/09/2022

  Type:Customer Service 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.

  We signed a contract with stat service last fall to do a fall and spring air conditioner furnace check they came out no issues last fall checked our furnace everything went fine the spring has been a totally different story first time they were scheduled to come out to our house they gave us our normal five hour window in which we sat at home waiting at the end of the five hour window we called and were told they had been out we question where they had went they went to the wrong address and did an AC service they did apologize and scheduled her next opening which was roughly 2 1/2 weeks out again we were given a five hour window at 4 1/2 hours into that five hour window of waiting at home for someone to show up I got a call that they overbooked and had to reschedule again I got frustrated after wasting eight hours of PTO time trying to get a $70 spring check up on our air conditioner so I asked for my money back was told that would be no issue it would have to go to the business owner waited one week heard nothing from stats or the business owner called after a week was told it went into the accounting system someone would reach out to me that was another week ago I guess I’m just trying to get my $70 back after I’ve wasted three times that in PTO time waiting to get my air conditioner tuned up and we’re already halfway through the season

  Business Response

  Date: 07/28/2022

  *** *** *** *** * ******
  
  On May 16, 2022 Mr. ****** was called to schedule his prepaid clean and check of his air conditioner. He spoke with a new member of our staff, who scheduled him for May 27,2022. Unfortunately, due to her mistake she scheduled another customer with the same last name, and did not schedule his appointment as her call directed. This was discovered on May 27,2022, when the customer called at 4:40pm, to find out why we never showed up. We immediately apologized and explained the mistake. He allowed us to reschedule his clean and check appointment on June 20, 2022 10a-2p.
  
  On June 20,2022, we had an emergency with a disabled customer whose air conditioning had gone out entirely, with temperatures in the 90s, we felt compelled to try to help this customer, amongst others who also had service needs of non-working systems in extreme heat. We called our routine maintenance clean and check customers to explain the overload with down systems, and were able to successfully move all of them but one. A message was left for Mr. ****** that morning. He returned our call to the office close to 1:30pm, and explained that he could not take more time off work, and that he really needed his maintenance done today. We apologized again for the inconvenience this was causing him, and explained that we would figure out a way to get someone there today, but that we would not make it in his window of 10a-2p. He agreed and disconnected the call. Less than twenty minutes later he called our office back, canceled his appointment and demanded a refund. We told him it could be a couple weeks to receive this. He did follow up by calling our office, and we again explained that a refund request was submitted to the owner and forwarded to accounting.
  
  The employee who made the mistake of mis-scheduling Mr. ****** originally, no longer works for our company. I have submitted an additional request to accounting for a follow up on the matter.

  Customer Answer

  Date: 07/28/2022

   I am rejecting this response because:
  
  Well I guess we both have common ground that I will never use that service again and never recommend them and they will never service me at the customer which is fine by me but the fact of the matter at hand it’s been over a month and I’m still waiting on a check that was supposed to be put in the mail