Complaints

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• Initial Complaint

  Date:06/03/2025

  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.

   
  Complaint: 23413239
  
  I am rejecting this response because:
  They r lying I have gone surveillance to prove exactly what I asked for told him the initial issue was the air conditioner was freezing and I needed it fixed because my dogs will die. I told him whatever they needed to do to fix it. They needed to do to fix it whether that means small fixes or replacing it why would I refuse a small piece after paying almost $2000 to fix what was supposed to be fixed the first time that doesnt even make sense these people are liars and twist peoples words because they kept asking us what was wrong with the air conditioner and we told them we dont know. We just bought the place. The people said it worked perfectly fine so they twisted those words and are saying that were saying they were scam artist then theyre twisting my words on the phone saying that I rejected something that they never even sent us an invoice for they sent us an invoice for the spiral tubing and the Freon and the inspection and the charge of whatever it cost for them to come out, but they never sent us an invoice for the capacitor so why would they not send us one if they told us that that needed to be fixed their liars I will take them to court. I have video surveillance, proving what I told them needed to be fixed proving they never told us it was the capacitor. They only told us. It was the Freon in the spiral vent proving that I didnt give them two hours to come back. I asked him if they could please make it back before the heat wave because we paid for our work to be done four weeks prior to everybody else that was ahead of us. I dont think thats too much to ask when weve already put in $2000 cause they make you pay ahead, we shouldve had our air conditioner fixed we paid to get it fixed. They refused to fix it and wanna lie and say its because theyre respecting peoples opinions or whatever that they dont like when people are mean but theyre the ones who are mean and liars I will take them to court like I said I have video. I have all the phone conversations on video of when I told him that whatever they needed to do to fix it to fix it. Money was no option. I dont understand why you people are trying to make like the customers are wrong. Every customer that complains about you people you lie about 14 other people on ****** reviews 14 of them same situation you called them liars and said they disrespected your step and were making name slurs and stuff. Those are all lies. Nobodys gonna believe it if youre doing it all to your bad customer reviews well I have pictures and video so Ill just take it to court if you dont wanna give me my refunds and Ill stay on the Better Business Bureau. 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/03/2025

  We are addressing the review to clarify the situation and reaffirm our stance. During your initial appointment, our technicians discovered several significant issues with your HVAC system, particularly the installation of a 5-ton unit in a 600 sq ft trailer home, which is excessively oversized and can lead to major efficiency and performance challenges. We also noted that your capacitor was failing, posing a risk of damaging your blower motor if not replaced. You expressed a desire to have the system operational temporarily while you sought recourse from the previous owners, whom you accused of scamming you. Despite outlining the potential risks, we proceeded with your request. However, when you later called to schedule a follow-up and we were unable to meet your two-hour timeframe, you resorted to using racial slurs and offensive language during the conversation. When we asked you to refrain from such language, you claimed it was your "normal lingo." This behavior is unacceptable and violates our strict zero-tolerance policy for hate speech, leading us to refuse service. We have a recorded call documenting your use of racial slurs, which is available upon request. We will not apologize for defending our employees and upholding our values, as respect is fundamental to our business practices.

  

  Business Response

  Date: 06/19/2025

  We are addressing the review to clarify the situation and reaffirm our stance. During your initial appointment, our technicians discovered several significant issues with your HVAC system, particularly the installation of a 5-ton unit in a 600 sq ft trailer home, which is excessively oversized and can lead to major efficiency and performance challenges. We also noted that your capacitor was failing, posing a risk of damaging your blower motor if not replaced. You expressed a desire to have the system operational temporarily while you sought recourse from the previous owners, whom you accused of scamming you. Despite outlining the potential risks, we proceeded with your request. However, when you later called to schedule a follow-up and we were unable to meet your two-hour timeframe, you resorted to using racial slurs and offensive language during the conversation. When we asked you to refrain from such language, you claimed it was your "normal lingo." This behavior is unacceptable and violates our strict zero-tolerance policy for hate speech, leading us to refuse service. We have a recorded call documenting your use of racial slurs, which is available upon request. We will not apologize for defending our employees and upholding our values, as respect is fundamental to our business practices.