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:07/11/2025

  Type:Product 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 am submitting this complaint regarding a service performed by Discount Heating and Cooling, located in ********, IL *****, on July 8, 2025. I am concerned about overcharging, poor communication, and unprofessional conduct by both the technician and the owner.What Happened:I was initially charged $287 per pound for 6 pounds of refrigerant, totaling $1,722.00.After I raised further concerns and began posting a public review, he suddenly claimed it was a clerical error and adjusted the charge to $1,236.00 which still reflects $206 per pound, far above typical market pricing.I was also charged $235.00 for a service visit during which the technician wrote on the invoice that my AC unit was perfect. Yet, the very next morning, the installer determined the compressor had failed due to overheating contradicting the initial assessment entirely.Unprofessional Conduct:In response to my honest review, the owner publicly referred to me as a *****. This kind of retaliation toward a paying customer raising legitimate concerns is not acceptable or professional.Resolution Requested:I am requesting a partial refund to reflect fair market pricing for the refrigerant.The standard rate I was quoted by other HVAC professionals is $150$160 per pound.I am willing to pay $160/lb x 6 lbs = $960.00.I am requesting a refund of the difference.This is a reasonable, fact-based request that reflects current market rates, not inflated markups justified after the fact.I have documentation, including invoices and a photo of the handwritten refrigerant charge, available for review.Thank you for your time and assistance.Sincerely,***** ****

  Business Response

  Date: 07/11/2025

  The customer had an issue with the ** system that when we arrived on the very first visit the unit responded to the thermostat, turned on and began to cool.  The only thing that was found was the ** coil was partially dirty and the ** freon pressures were only slightly off so we adjusted the pressure, the customer paid the asking price we quoted up front.   Several days later over the 4th of July weekend the customer had called to report the unit was down.  We advised that the unit was working the last time we saw it and no real issue was found.  We further explained that we would warranty our initial trip out during normal hours since we were there during normal hours or if they wanted EMERGENCY services that they would need to pay for that service.  They elected to have us come out.  At that time the tech was sent to the home.  The tech turned the unit ON and it started right up.  The tech checked the freon charges which were perfect as well as the start capacitor which checked perfect.  At that time the unit tested fine and was operating.  It was hot in the home and the outside temp was 90+ so the house would need significant time to cool down.  Later that evening the customer called to let us know it went down again.  Clearly at that time we knew that the unit compressor was failing after running for several hours.  At that time we gave two corrective options: 1: Try a Hard Start kit @ $ ****** installed which may have helped OR 2: install a new compressor unit.  We reviewed the costs per pound on more than one occasion..the first was when we dispensed a half pound of refrigerant then again when we discussed the compressor install it was told that the cost would likely exceed $1000.00 due to the fact we don't know exactly how much refrigerant is required but the cost per pound was revealed when initially discussed and when the job was scheduled so the cost was no surprise.
  
  The very next day after ordering the compressor was installed.  No labor was charged, No trip charge whatsoever.  The only cost to the customer was $42.50 Warranty Processing and the up front quoted price of the refrigerant of which a 15% Service Plan discount was deducted.  
  
  The refrigerant cost we charge is not the highest in the area and we certainly are not the lowest in the area but customers should not be able to dictate what we charge.  Everybody's costs vary and are not the same.
  
  We are sorry they feel they were taken advantage of but they were not. The customer knew the cost up front and had no issue when told.  The customer was advised that we get zero compensation for labor from any outside source.  That said we really didn't make anything other than the costs already stated.  Upon completion the customer approved the invoice, signed the invoice and paid with a credit card voluntarily.  

  We have also attached the corrected Invoice in which shows the proper dollar amount the customer had been charged.  The Partial Invoice they attached to the complaint was not what they were charged or what they paid.  As previously stated, they also received a 15% discount off of what we charged them.
  
  The concern about us mentioning the customer by the first name has been edited.

  
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23584307
  
  I am rejecting this response because:
  The owner was on speaker phone at the time and clearly stated, charge $287.00 per pound. This price was not an error as previously stated. I was standing near the technician when this pricing was confirmed. The business has inconsistent pricing, and I later found there was a previous BBB complaint from last year regarding excessive refrigerant charges, suggesting a pattern.

  I am not disputing the service performed. I paid multiple service fees without question, despite the technician never entering my home to assess the indoor temperature. He told me everything looked normal outside, but the house was 80 degrees inside and I clearly stated the unit was only working intermittently. I dont think its unreasonable to expect the technician to inspect the indoor temperatureespecially when Im being charged an after-hours fee. That detail was once again completely overlooked.
  
  
  The refrigerant pricing is the core of this issue of this complaint. $287.00 per pound was not a typoit was quoted clearly. Once I pushed back on it, it suddenly became a clerical error, with the excuse that the 3 must have looked like an 8. I believe this was intentional price gouging, not a simple mistake. I also believe the owner is fully aware that his refrigerant cost is significantly higher than any other comparable HVAC companies in the area. The key word here is comparable companies.
  
  
  When I purchased my AC unit from Discount Heating and Cooling, I was told that included a 10-year parts and labor warranty, with the condition that I have both the furnace and AC serviced twice per year to maintain it. Ive compliedevery spring and fall. Its not my fault that Carrier doesnt reimburse for labor on warranty jobs. That said, I dont believe charging inflated refrigerant prices to offset unreimbursed labor is ethical or fair business practice.
  
  I was not made aware of the detailed price breakdown ahead of time. The owner and I had discussed an estimated total of around $1,000 for the refrigerant, and I agreed to move forward with the compressor replacement based on that understanding. We spoke over the phone, and I accepted the estimate in good faith. I paid at the time of service because the work had already been completed, and I recognized that the compressor failure wasnt the installers fault. However, reviewing the final charges, I was caught off guard by the high refrigerant cost and left feeling taken advantage of.
  
  Finally, I want to address the prior use of *****. and its use in a derogatory context was unprofessional and offensive. It is still posted on Yelp, and has not been since edited  

  
  In summary, Im not arguing the work that was performed. I am frustrated with the dismissal from the technician on the after hours service call  that did not check the indoor conditions of the home. Im arguing that the refrigerant pricing was excessive, inconsistently presented, and not disclosed clearly before the work was done. I was a loyal, long-time customer. I filed this complaint because I believe this company canand shoulddo better.
  
  
  Sincerely,
  ***** ****
  
  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/14/2025

  The customer, ***** was quoted the cost per pound "Up front" at the higher price and was still approved by the customer, paid and signed the invoice. When brought to our attention the amount was higher then quoted we then adjusted our number and then we deducted an additional 15% off the bill.  This is what was charged.   The customer still wants it cheaper to match a lower amount that was suppose to have been told by another company.   Refrigerant prices are not the same price from one company to another.   ***** ultimately paid just over $200 per pound.  We have seen pricing well above this number and some are a bit lower.  The amount she paid was the agreed to amount at the time of attention post adjustment.  This is all we can do.   No more credit will be given. 

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23584307
  
  I am rejecting this response because: he knowingly overcharged for refrigerant.. I dont expect a refund of any amount. My complaint posted on BBB is more than enough for me. I dont expect any refund. All future potential customers can read my social platform reviews. Please close this case as unresolved. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Today, 7/9/24, a tech came to diagnose/service my central AC units condenser system. It required a 1 lb of R22 refrigerant. He quoted $380 per pound. I had previously researched the cost online and found this price to be 10 times higher than any vendor online. We discussed this discrepancy briefly and I showed him the search results. He suggested I call the office to determine if they would adjust the price. When I called the office the staff made a disparaging ****** basically calling me a liar and told me there are no such vendors. When she starting raising her voice I hung up the phone as it apparent she didnt want to hear my side of what I believe to be either a mistake or a deliberate act of criminal misrepresentation or price gouging of materials.

  Business Response

  Date: 07/10/2024

  We have worked out a solution with the homeowner.

  Customer Answer

  Date: 07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/05/2023

  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.

  Dates: 11-10-2023, 11-14-2023, 11-15-2023 Discount heating and cooling was here on 3 different occasions trying to fix our heat. Each time after they left the heat went out again. They said it was the vents, the oEM, **** pressure (they lowered it). Those were the diagnosis for the times they came out. Well after the third time we went with a different company four seasons and they diagnosed the issue right away and came in the next day which was a Sunday and installed a new furnace. Our unit was in a condemned state per the new company. If the original tech **** from discount heating and cooling had just bothered to insert the scoped camera into the furnace for inspection He would have seen the issue to but he didnt. Also the new piece oEM that discount heating and cooling installed a few days earlier was already fried when the four seasons came in to install the new furnace. My husband was with both techs from both companies and watched them like hawks. And only the four season actually looked through the scoped camera and diagnosed the problem with in five minutes. The owner has l stopped trying to communicate with us. He stated that if another company was able to diagnose the issues that they could not they would give us a refund in full. We have tried to contact the company several time and they have just left us hanging. I have left reviews and comments which have been deleted. The owner has also blocked me. *The tech from discount heating and cooling the first time her was here said it was the oEM and did something not sure what for the heat to kick on back. Later that night the heat goes out. Luckily my husband was watch the tech and did the same little tricks to make it work again. Which was like banging on a certain piece. That right there me a bad feeling. They are also advertising that they are A+ rating on the BBB but when you look the website they have no rating. This is false advertising.

  Business Response

  Date: 12/06/2023

  The customer did call to advise us of NO HEAT.  

  11.11.23  (FRIDAY)  INITIAL VISIT we found the furnace not working due to a failed temp monitoring device (LIMIT SWITCH).  In addition, *************** identified an issue with the venting pipe that services the furnace and water heater, it was rusting out and in need of replacement, so we quoted the cost to replace it ($479.00) "Not Approved".  In the meantime, the service tech performed a temporary fix (Charged $22.50) on the pipe until a repair was approved.  **** left the home with the heat working.  

  11.14.23 (Tuesday) 4 days later we returned to install the part that had failed with no report of a heating issue since 11.10.23 the customer approved the work and that it was working at that time. The unit was tested for Carbon Monoxide using a 2 week old Fieldpiece Carbon Monoxide Detector which detected nothing.  The customer approved the invoice at the completion of service.

  11.15.23  (Wednesday) We were advised that the unit did not heat again.  **** looked at the unit again to find the unit was running but running a bit warm so he checked the gas pressure which was over the rated spec for this furnace so he lowered the gas pressure.  Once he did this the furnace ran and changed the indoor temp from about 71 to 73 while the tech was there, the furnace showed no issues.  In addition, **** (Our Tech) did have a concern regarding something with the vents being somewhat restrictive it's hard to say if this was the only thing.  It was heating when **** left with no trouble codes.  The customer was charged for this visit but we did REFUND the amount on this visit $85.00.

  11.18.23 Saturday A.M.  The customer called to report "NO HEAT".  I called the customer back and asked the Mr. a few questions about what was going on.  His response was "Get your ?ucking a** out here and fix it! I don't want the same guy out here".  Mr. had escalated this to a level to where I couldn't continue the conversation.  I had advised him that i was walking into the Hospital's ER and that I would call back in about an hour.  During that time the **** had called to "Take Over".  When I did call back, I was told not to come by.  I told them that we have no problem coming out for free and to honor our warranty.

  The customer had recently purchased the home based on what the Mrs. had told me, the home inspector gave the **** a good bill of health, reported no issues but now the furnace is condemned?  I advised that the unit still was under warranty, not sure if the other company advised of the same.

  They told me they were getting another furnace installed SUNDAY because they were freezing @ 62 degrees.  I asked them if the furnace could be inspected, No *************** *********** took the part we put in so we can not issue a refund since we have no part.  We did refund the amount of $85.00 as requested.  

  The thumbnail picture shows something but it's hard to tell what it is.  

  As far as resolution is concerned, we refunded them as promised.  There is nothing more to offer other than sorry things didn't work out.

  Have a nice day.

   

  DG

   

   

• Initial Complaint

  Date:08/31/2023

  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.

  Discount Heating & Cooling sold me a defective AC UNIT and charging me every year to fix the issue. I am having problems with my CARRIER AC unit Sold by Discount Heating and cooling that was installed on 2/18/2020 . Last year on 5/31/22, I had a problem with AC and the technician from the company came and fixed the problem. It was a BAD capacitor . Again on 08/25/23 the same issue happened. The technician came and replaced the Capacitor again . Each time I have to pay $127 dollars to fix this issue . For a brand new unit this should not be happening. We cannot blame one day of high temperature on this I request the company to reimburse me $254 for this cost . This should not have happened again.

  Business Response

  Date: 09/05/2023

  **************** purchased a Carrier AC unit from us back on 2/18/2020.  The unit was trouble free until the first problem on 5/31/2022 which was a common part that failed which was a CAPACITOR.  8/25/2023 the owner had called for service to find the CAPACITOR failed 15 months later.  We installed a new one under warranty.  The warranty covers the part plus labor.  The warranty does not cover the cost to come to the home and warranty processing of which this was told to the homeowner in advance during the service call.  The customer approved the work, this was shown to the customer for approval, the customer approved the repair.  The customer had called to express the concern we advised the customer again of the charges.  We told the customer that if he had any further concerns about the warranty to please call Consumer Affairs for Carrier.  We advised that we didn't make the unit or the parts.  The homeowner is not only requesting the cost for the most recent visit but he is requesting a refund the cost for the service back in 2022.  This request in general is ridicules due to the fact that the work was approved by the homeowner and that the Warranty was exercised on the behalf of the homeowner according to the terms of the Warranty.  No refunds will be given.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20551561
  
  I am rejecting this response because:  

  Discount heating and cooling did not mention the same repair that they done in 2022 also . Same BAD capacitor . How can the part fail each year ?  So it must be a faulty A/C to begin with or the bad part . It is under warranty does not 

  cover my $127 cost each time . It is the fault of this company to install an AC , which is not good to begin with . This company needs to stand with the products they install , they cannot say go and talk to carrier . If we buy some thing from  walmart or target , we can return the defective item there , they won't say  you go to the manufacture and get it repaired.  

  I bought many items from this company and they are treating their customer very bad . They are making  money by selling bad parts 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/06/2023

  The brand used is Carrier.  Carrier is one of the top rated systems currently available.  In addition, Carrier has over 50% market share in this area.  The system we install back in 2020 is a proven unit by Carrier and is a very common unit.  This said anything electrical can have issues resulting from many things.  The part that failed can fail due to several variables but most are from outside sources such as power surges, brownouts, rapid on and off cycles, excessive draw on the electrical grid ect.  These variable cant be avoided.  The parts we get from our suppliers are common to the industry, they dont have good capacitors and bad ones, they are all good out of the box.  If the ** unit we installed was faulty it would not have worked since day 1.  If the parts we purchased from Carrier were bad on 5/22 the would not have worked for 15 months!  Yes it is unfortunate that the unit failed but thats not on us or anyone for that matter its one of those things that just happens but certainly the cost to restore the unit to operating condition is not to be our expense.   We honored the warranty 100%.  Now if the part failed within the first 30 days there would have been ZERO cost but 15 months later, of course there will be a cost.  Again, this was all explained to the homeowner in detail, thats why he paid the invoice and approved the invoice.   The customer did not pay for any part or labor at anytime, only the cost to come to the home and to process the warranty.  We are sorry he feels the way he feels but we cant give away our time.  If he feels the unit was defective from day1 (which it was not) he must follow Protocall and reach out to consumer affairs on the number already provided. 

  Thank you and have a nice day!

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20551561
  
  I am rejecting this response because 

   

  You can write any lengthy responses, but the fact remains the same . The part should not fail  each year . Each year I don't have to pay $127 to fix the part .  The part is only $20 , and  you are just saying it as a big deal

  I need the refund at the earliest
  
  Sincerely,
  
  ***********************