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:06/27/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I do not accept the businesss response, because the technician did not provide diagnostic on the equipment (the inside air handler unit) that was having the issue. He checked the outside unit which was not the one having the issue. I dont understand why I am being charged when the technician revisited the potential issues that I communicated that I checked, he did not check the piece of equipment that I told him I did not check and believed to be the issue.]
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 08/04/2023

  6/22/2023- ************** **** arrived at *********************** residence at *******************************************************************. Upon arrival **** checked the air filter, it was just recently replaced. **** then moved over to the unit to clean the condenser coil and check freon levels. Cleaned off coil with hose and while at the unit **** noticed the A/C unit had locking caps that were pervious installed by another company. **** was not aware of these locking caps as they were not addressed in the request for service by **************. **** stated to the occupant in the home that he did not have the keys and asked if they had keys to the locking caps. They did not have keys to the locking caps and that we should have the keys. So, **** then advised them that he could clean the coil off with water but would not be able to test the refrigerant in the unit due to these caps and that these caps were not a normal occurrence in a routine day to day heating and air conditioning check.

  We do not possess keys for locked ac units, nor do we install locks on our units, that is a preference of the Homeowner. Our company has no way of knowing whose unit is locked or not after our installs are finished. ************** should have stated something about the locks at the time of his service request but failed to do so. Our company went out and preformed a diagnostic check of his unit which included checking filter, cleaning condensing coil, and labor but was hindered by a locked ac unit. Our diagnostic charge covers travel to the home and covers the first half hour of labor. This charge of the $100 stills stands as **** did perform a diagnostic check and could not preceded any further due to the caps on the unit. We advised customer to let us know when they found the keys so we could check there unit properly, we never heard back from the Mixons on this issue until this complaint was submitted.

   

  Business Response

  Date: 08/08/2023

  we apologize we meet your expectations. your refund will be processed by end of day tomorrow and be in your account with 3-5 business days. thank you.