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:12/01/2022

  Type:Order 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.

  I hired this company in June of 2022 to come out an check my air conditioner to make sure it was running ok. I signed a contract with them where I would pay $15 per month and they would do 2 tune-*** a year on air conditioner and furnace. In October I scheduled a furnace inspection. When the service person came out to do the inspection the furnace would not turn on. He said that the inducer motor needed to be replaced and that it would cost $1287 to repair or else they could put in a brand new furnace for $3300. He recommended that I put in a new furnace. I just bought the house in June 2021 and the furnace had been replaced in 2020 by this company. I asked about the warranty and he said it wasnt covered under warranty. I had another company come out and they said that it was covered under the warranty and that it would only cost $267 to replace it. So I had them replace it. I feel that this is deceptive practice and I would like to get out of my contract with them. I keep calling them and they say they will call me back but the dont.

  Customer Answer

  Date: 01/18/2023

  Hello - please clarify who the warranty was with and who performed the services . Can you please attach any contracts associated with the work or labor from the last 12 months if not a warranty to provide.

  

  Business Response

  Date: 02/22/2023

  
  2-9-21 = Furnace installed at *********************************************************************** for then owner, ************************** 
  06-22-22 = Date of A/C maintenance *********************************** is the owner of the home at this time. Customer signed up for the membership plan 
  07-06-22 = INBOUND 1st call from customer about membership details *****************************;
  09-21-22 = OUTBOUND Called to schedule furnace maintenance *********************;
  10-12-22 = Date which furnace maintenance was performed. Per the invoice notes, diagnosis was a bad exhaust system. Our tech reached out to ***** (operations manager) to see if it was under warranty since it was a new furnace. Per the manufacturer, the warranty does NOT transfer to a new owner. 
  10-19-22 = INBOUND 1st call regarding cancellation of membership ********* Sieja 
  11-1-22 = INBOUND 2nd call regarding cancellation of membership *****************************;
  11-1-22 = INBOUND 2nd call regarding cancellation of membership CONTINUED - previous call got disconnected 
  11-29-22 = INBOUND 3rd call regarding cancellation of membershp *******************;
  11-29-22 = OUTBOUND Follow up to the customer *******************;
  Notes Called to cancel membership. Escalated to ***. We must follow up today 11/29 or she will file a complaint with the BBB 
  SMS to *** 11/29 11:01 
  *******************: 
  *********************************** ************ Called to cancel her Comfort+ Membership.  Says she called several times before and if we do not get back to her today, she will be filing a complaint with the BBB.  I will set a reminder for later today to follow up.  FYI...also left you a vmail about this.  Thank you 
  SMS to *** 11/29 14:57 
  *******************: 
  Also, need to follow up on the membership cancelation for ************************************  This is the lady who is ready to file a complaint with the BBB.  I will call her to let her know we didnt forget about her, just need until the end of business today. 
   
  
  11-30-22 = OUTBOUND Follow up to the customer *******************;
  Notes - Called customer to let her know that *** would be following up with her today to explain how the cancelation would be handled 
  1-13-23 = INBOUND 4th call regarding cancellation of membership *******************;
  Per call recording Canceled membership  
  2-20-22 = C.C. deleted from our system to avoid any possible continued payments and canceled membership.  (Thought I had canceled it prior)