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:01/19/2024

  Type:Service or Repair 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 about our recent service experience with Allen Heating & Cooling in ********, ** particularly the service call on 1/12/24 with technician **********Five years ago, I chose Allen for a new Trane furnace. Unfortunately, the heater stopped working after just 5 years. While I understand it's not their fault, it's disappointing for such a trusted unit to fail so soon.I called for service on 1/12/24 after the heater stopped working. The serviceman ********** arrived at 3:30 PM on Friday 1/12/24. During the visit, he seemed disinterested and didn't engage much. He misdiagnosed an issue with the gas valve but left without attempting further troubleshooting, only collecting $95. I told him about the upcoming freezing temperatures (it actually went down to -15F during that weekend). He said we would change the gas valve on Monday 1/15/24 for at least $700. Due to below freezing temps, I had to call someone to have the heater fixed. A mailman I know came over and fixed it easily in minutes. He just cleaned the flame sensor and that was it. I wanted to bring this to the manager's attention to address and maintain the trust in Allen Heating & Cooling. So, I emailed them but no response so far. They provided no service to my family and misdiagnosed a tinny issue. During those below zero temperatures, all the pipes inside house would have been frozen, leading thousands of dollars of damage to the house. I would like them to refund the money collected unfairly and hopefully they don't do this to other people.

• Initial Complaint

  Date:06/08/2023

  Type:Order 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.

  Complete copy of contract provided. Company did not install a properly working system and has since been out on 4 occasions to try to get it to function properly. Once in December of 2022 in which they turned up the blower motor and turned down the gas. Then 3 times from ********* all with no explanation as to why my AC wasn't properly functioning. During these visits my caps where left off my AC the first time as photographed. Damaging the valve which was discovered on the 4th visit on the exterior unit. My interior unit was never put back together right the last visit.. and after ALL THESE VISITS and missed time at work. I spent THOUSANDS of dollars for a HVAC unit that has functioned less then 50% of the time I've had it. The owner has not ONCE reached out personally to handle this issue. The front desk staff just continues to send out *********** continues to not take responsibility for the poorly installed system. Not standing by his contract terms or "worry free guarantees". I would like to speak to *** DIRECTLY.I ask for my system to be FIXED PROPERLY. With $250 in compensation since the worry free guarantee wasn't backed & I was left not only with out heat in the middle of December but without AC multiple times now. I will not deal with argumentative attitude as previous customers have. I have done my part. I use the cheapest filters. I have air deflectors. Weather stripping. Blackout curtains & a great thurmostat. My AC functioned perfectly prior and was only replaced due to age along with the furnace. There is no excuse why after over $7k I do not have a working HVAC system. The company needs to stand by their work and rectify the situation.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair 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.

  In Feb. ********************************************************** March 2023 I had a leak in utility room where the furnace and humidifer is the man came out to change the pad on my humidifier and I found at that you need to take the entire humidifer off of the furnace just to change the pad also you need to disconnect the pipe from the furnace to the humidifer I want them to come back and put a humidifer in that I can change the pad myself without taking the whole thing off the furnace. They dont call me back $6400 and wishing I had never hired them. They reply to me is the humidifer works how I change the filter is my problem.Unacceptable.