Complaints

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• Initial Complaint

  Date:05/14/2025

  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.

  A/C unit installed 7-10-2024. Sold a defective unit. Took a very long time for him to determine it must be the coil. Blamed us for the delays We cooperated totally with everything he requested we do or do not do. This unit should have been immediately replaced! We were without AC on many days when we really needed it & we have health issues. We had to purchase portable AC unit to be able to tolerate the temperature without AC. Mr. ******** asked me to call Trane & see if I could get them to replace the unit. I filed a complaint with Attorney General which of course included them as the installer and who sold us the unit. This definitely made **** ******** the owner very angry. So angry that he refuses to ever come back. Even through his own warranty that he offers!! REFUSED to sell us the extended warranty!! So, we have no warranty and no way to purchase it as it has to be purchased by an **** contractor. He also REFUSED to let us buy it through him & transfer it to another contractor, out of pure spite he refuses to. He refused to come back in event of any other issues and is breaching his oral contract of his warranty. He said hes fired us as a customer. The hours it took him to determine it has to be the coil are excessive . And I have to wonder if the excessive hours and dollar amount he calculated for hours, travel , labor, etc has been reimbursed to him from the manufacturer. You gave an estimate of $5,942.80 for your labor, travel time, materials and job evaluation in addition to another $2,640.24 to replace the coil. A total of $8,583.04 in charges to diagnose the problems on a NEW UNIT and install the new coil! We NEVER refused to buy the extended warranty and was told by HAS that we had up to 2 years to purchase it. We do not have a new AC unit as we paid for, we have a REFURBISHED unit with no warranty for labor, no extended warranty on things not covered. This is also BREACH OF CONTRACT as he refuses to honor his own warranty should more issues happen. 

  

  Business Response

  Date: 05/15/2025

  Unfortunately, this AC unit experienced some issues, and our company made every attempt to correct this situation and did so. Ms. ****** was offered an extended warranty when the unit was purchased, which she declined. HAS Services made every attempt to correct the manufacturer's defect; however, several factors delayed the process. HAS Services opened a warranty claim on her behalf. However, ********* decided to contact the manufacturer and open her warranty claim,canceling out the initial claim.  When warranty claims are made, we are required to follow specific steps to correct the situation. Correcting the issue was delayed, as Ms. ****** was not satisfied with the response from the manufacturer about the warranty on their equipment and attempted to attain a new unit rather than allow the corrective process to occur. Ms. ****** was informed that parts were ordered and sitting in our warehouse for weeks before she finally agreed to allow HAS Services to correct the issue with the manufacturer.  The problem was corrected according to the manufacturer's requirements. HAS Services works with integrity, and although she declined the extended warranty purchase, our company did not pass any of the costs along to her. We did provide estimates for the labor and materials put into this job for her to supply to the manufacturer.  I After several rounds of communication, the Attorney General found no fault with our company. We realize this is not the ideal situation for anyone. However, we did correct a manufacturer defect.After remedying the problem, we were disheartened to learn that Ms. ****** was slandering our company. After significant loss of time, money, and resources,we decided it would be best for her to work with another company.  Ms. ****** was informed that this extended warranty did not have to be purchased from the installing dealer, and that she had the freedom to choose another company. As a reputable company that works with integrity, we have honored our commitment and corrected the problem according to manufacturer standards. 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23329317
  
  I am rejecting this response because:
  His responses are not at all truthful. He admits in writing that the unit was defective from the beginning. I NEVER refused to buy the extended warranty. We were told by him that we had lots of time to purchase it, he said a year as his warranty covered a year and 2 years total to buy it. **** ******** asked me to get involved and contact Trane to try to get a new unit as he wasn't getting anywhere with it. I never did that on my own, I did that from his request and only at his request. **** ******** said he agreed the unit should be replaced. He said he spoke with someone he used to work with who had been in a management position and that person even said it should be replaced. We had a reasonable expectation that when purchasing a new unit from **** ******** that it would work properly. We paid him in full and it should have worked properly from the start. We did not delay anything ever, that is another total lie! He even told me at one time, I'm not asking you not to use the unit, I'm telling you not to! WOW....the way he spoke to me on numerous occasions, it took a lot to keep quiet at that time but we wanted this resolved so I did. It was also delayed due to his vacation, his grandmother's funeral services, his schedule. Regarding the delay in installing the coil, he agreed that we should wait and see what the manufacturer says first. He gave an estimate of $5,942.80 for your labor, travel time, materials and job evaluation in addition to another $2,640.24 to replace the coil. A total of $8,583.04 in charges to diagnose the problems on a NEW UNIT and install a coil! Why would it take him so long? And he did us a favor by not charging us? Did he get reimbursed for these outrageous charges from *****? . He reminded me repeatedly on how lucky we were, that he didn't have to do anything other than install the unit! I kept my mouth shut with that at the time as well as all your condescending comments about how you thought we kept our home too cool, about questioning me and doubting me when I said how hot it was in our home with no AC. We even had to purchase a portable AC unit to get through the heat. This is not how a reputable business handles things.  He should have taken the unit out and replaced it immediately and he should have figured out how to get that reimbursement from *****. We even have other contractors that agree with that. He is deflecting blame and not taking responsibility. He can try to spin it anyway he wants and tell all these lies to try to make it look like he is the injured party! We know the truth and so do they. I never slandered his name or company. Please show the proof of that. **** ******** also said he fired us a customer and refused to return, He refuses sell us an extended warranty that must be purchased through a contractor and refused to help by selling us a warranty that has to be purchase through a contractor and transferring it to another company of our choice. ****Warranties will not give us any information as to how to find a contractor to purchase it through. He has breached his warranty and breached his obligation to let us purchase the extended warranty. As far as the Attorney General, they were of not help and only exchanged correspondence between H.A.S. Services and myself. They said they couldn't do anything more and suggested I file a claim with the BBB. Again, he needs to take responsibility and stop his lies. He should own up to his short comings with this matter. We again ask that H.A.S. Services pay for an extended warranty of our choice with **** ****************, find us a list of contractors for us to decide which to go with, and transfer that warranty to the contractor we choose.  This is the least they can do to resolve this matter so we can have some form of piece of mind with this unit which is a refurbished unit now, not a new one. We are the injured party here.
  Sincerely,
  
  ******** ******