Complaints

This profile includes complaints for Legacy Heating and Air, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Legacy Heating and Air, Inc.

  4902 Elkhart East Boulevard Elkhart, IN 46514

  
• 

  Legacy Heating and Air, Inc.

  510 S 2nd St Elkhart, IN 46516-3220

  
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  Legacy Heating and Air, Inc.

  22285 Elkhart East Blvd Elkhart, IN 46514-8154

  

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:05/31/2023

  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.

  In may of 2023 I called Legacy and told them that I had spoke with the then supervisor (in 2022) about a failing compacitor on my 2 year old unit they had installed, and he told me we would cross that bridge once we got there if the part needed replacing. I asked multiple people is it normal or even typical that a compacitor goes out on a 2 year old unit that is only ran a few months out of the year and maintained by the installer. Everyone said it's not typical, but could happen. So when I spoke with ***** she told me that because I had initially told her I would not pay for the service visit she would not send a tech out. We spoke multiple times and she said the same thing, even though the program I am paying for guarantees me service. (No where does it say pending I pay first ). I threatened to call the police, go on social media, file a complaint, and to all she said "Go for it". I explained my frustration on having a less than 3 year old unit (that we are still paying on), a maintenance fee (that we pay on monthly) 3 small children and a dog, and a husband that works 2 factory jobs are going to be in 90 degree weather, but she still would not send a tech. At no point did she offer any alternatives such as billing me later....they know all my information. I asked to speak with someone higher, to which she said she didn't know if that would be possible, but she would try. I told her I can't believe they would leave their business in her hands to which she responded, "flattery will get you nowhere" to which I responded "ok well who do I have kiss, such, or lick to get some ac?she then called me "disgusting and a a very disgusting woman for speaking like that in front my children." My children have no idea what I said or the meaning, however they know what disgusting means and that she called me that. I ultimately ended up giving ***** my credit card info via phone to have a tech come out, however not before she hung up on me. Legacy does not stand being their word

  

  Business Response

  Date: 05/31/2023

  We apologize that ***************** had an unfortunate failure of her AC system on May 30th, 2023. The unit was installed July 7th, 2020.  The unit purchased has a 12-year parts warranty and the customer chose to opt for the ****** labor warranty which expired on July 7th, 2021. Under the maintenance plan ***************** is a part of she receives a reduced service fee of $75 if a problem occurs with her system, this is payable at the time of service.  Upon a previous scheduled maintenance call on August 3rd, 2022, the technician found her capacitor testing weaker than what it should be and advised customer she should replace it at that time to avoid a possible breakdown, customer declined the warranty repair quoted.  We sent our ************* Manager to the home to diagnose the system on May 30th,2023, found that the capacitor had failed so he replaced it, cleaned the outdoor unit, and changed the filter, after completing the repairs the system was back up and running as per manufacturer specifications.  These types of part failures are unfortunate and not common, but they do happen even on equipment only a few years removed from installation.  Total repair was $162, $75 for the quoted service fee and $87 for the warranty replacement charge of the capacitor.  At Legacy we serve thousands of customers each year and we work hard to provide the best possible service to every one of them.  

  Customer Answer

  Date: 05/31/2023

   I am rejecting this response because: while this was an uncommon and unfortunate breakdown there was no empathy shown on ******s part, nor any attempt to stand behind their word or product warranty. I am still waiting to see where it states that payment is due at time of service on my contract. Fact is...it clearly states GUARANTEED SAME DAY SERVICE (not pending you pay first or agree to pay). And ***** said flat out "No", she would not uphold their contract and send someone to service my unit. Yes, I spoke with the supervisor in 2022, and as he explained it may never get any worse, which is one of the reasons why I opted to wait it out. The 2nd reason is that once again it was a brand new unit. Being that this should not normally happen on a new unit, ****** and/or ****** should have at least looked into why it did happen this soon, at the very least. My opinion and belief now is that ****** is only out for money, not customer satisfaction. I was talked to and treated not only like a child, but also less than. Their product that they installed, maintain, and should stand behind failed after less than 3 years! That is fact! At the very least an investigation as to why, and the labor/repair covered by them should be offered. This was not a 5 year unit or a 10 year unit, this was a brand new less 3 year old unit! What they actually replaced in 2020 was an RV unit (per ******) that from my knowledge had been on the house for 19 years! Bottom line is the entire unit or at least 1 component of the A/C that they sold me was defective, and instead of ******, particularly Missy, recognizing that this is abnormal and trying to make it right, they choose to make the customer responsible for their faulty equipment! Shame on ****** and definitely shame on Missy!