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:08/24/2023

  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.

  On 8/21/23, Garavalia Heating and Cooling came to our house to fix the air ducts connected to our inside vents. The problem was caused by our outside cats. Once the employee, ***, was done he told us to keep the cats from under the house. 2 of the cats were trying to get under the house and he kicked them both. I left a review on their Google page and they are calling us a liar and arguing back. They have continually been harassing me, now having their son message me. Not only that, but the ducts were not fixed and there is still air blowing under the house.

  

  Business Response

  Date: 09/08/2023

  The date of the service call is correct.  On August 21, 2023, two of our employees went to the home of ******* ******** to repair duct work damage caused by her cats.  **** was not present at any time during this process.  The homeowner did tell the technicians to "shoo" the cats out from under the house so they would not get trapped.  ***** (not ***) stated that one cat ran out & climbed his leg.  He instinctually shook the cat off his leg as he was wearing shorts.  The work was completed & to my understanding, nothing was said until after they left.  The homeowner had previously told our secretary that she would pay for the work when she received her check.  A lady by the name of "*****" called and requested some be taken off the bill due to this incident as she was the one who witnessed the "kicking".  I apologized for what she thought she has saw & tried telling her what I was told.  Both technicians stated that zero harm was caused to any animal present.  A little while later Mrs. ******** called to say she would NOT pay her bill.  The google review attack happened later from at least 18 friends of ****.  They were boasting on social media about how they were going to "take us down" as a business.  Our 16 year old son (unbeknown to us at the time) did send her a private message after he saw all of their reviews.  In return she sent him 8-9 very graphic explicit messages.  No harassment of any kind was ever made by our staff.  Our office has responded to most of the google reviews stating that none of these individuals were present at the time of this business, nor are they customers of ours.  I can attach the message from our son, as well as some of the screen shots from FaceBook of them trying to get as many people as they can to make a bad review.  The messages from **** to our son are too vulgar in nature and we are actually seeking legal council as to what steps to take in that area.  We are embarrassed at this whole incident.  We have been a member of the BBB as well as a customer care dealer for many years and our customers are very important to us!  We are not perfect but I do not believe for one moment that any of this is true.  Especially now that I see **** 's desired settlement is a "refund" on an account that they have never made payment on. 

  Customer Answer

  Date: 09/08/2023

  Messages from the owners son harassing me. And messages from a previous employee saying that the company lies all the time. I did make posts, but I wanted everyone to be aware of the kind of people they have working for them. They did kick our cat. There is no reason why we would lie. Not to mention, Miss ******** did not say she wouldn't pay, the business just assumed that because we were upset. But we do not want to pay the bill because of the treatment, harassment, lies, and the fact that NOTHING was fixed. There are still holes in out vents and there is still air blowing under our house. Not to also mention, they had people posting positive reviews on Google because they were upset about having 3.9 stars. The companies behavior was absolutely ridiculous and beyond unprofessional. They didn't handle the situation at all and didn't offer to help. They went straight to assuming and have been spreading nothing but lies. I have never in my life dealt with a business like this. The owner, who we called, was making a joke about the situation over the phone. No one we have spoken to has been professional. 

  

  Business Response

  Date: 09/12/2023

  There has been absolutely no harassment, stalking or communication from the business side.  The moment the customer, ****** ******** said she "would not pay the bill" screamed a profanity at me & hung up, I have & will refrain from any contact with her or any individual associated with this matter.  I can & will respond to any google messages as I see professionally fit.  Again, **** ********* was not our customer, nor was she present at any time during this incident.  We could have worked this out in a professional matter, however we are clearly past that at this time.