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:09/29/2022

  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.

  Replacement for AC evaporator coil under warranty. Estimated nearly $1600. Upon completion of work I asked for itemized breakdown of cost which they would not provide. They stated the majority of cost is labor which calculated out to over $250 per hour which seems extremely high.

  

  Business Response

  Date: 09/30/2022

  Good morning,
  
   On 9/19/22 our HVAC service technician ******* was dispatched to Mr. ******** home for a service call due to the A/C unit blowing warm air. Upon our technicians arrival he found the outdoor unit was not running due to the pressure switch being tripped.Unit had no charge; ******* performed a leak search and found the indoor coil was leaking. Our technician waived the fee of $331.58 for the leak search that he performed, called ****************** with his findings, and gave him the quote to replace the coil under parts warranty. The customer expressed concern regarding the price of the replacement coil, ******* explained that the $1584.82 was for labor, refrigerant and that our pricing is flat rate, we do not charge by the hour, and unfortunately, we are not the manufacturer of this equipment and ***************** asked ******* to get the coil ordered.

   
  We completed the original install for this unit at Mr. ******** home on 8/10/2018 and it was purchased with a 10-year parts & 1-year labor warranty.

  
  I have attached his original proposal of the equipment we sold & installed on 8/10/2018, the invoice and estimate from the service call on 9/19/22 and the invoice from 9/29/22 when we installed the coil under parts warranty
  
  
  Thank you,
  *****************************
  General/Office Manager  

  
  

  Customer Answer

  Date: 10/03/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  
  

  As shown in the documents provided and attached by the provider.  The last document is an estimate and not an invoice.  The previous document shows installation of system and the second document shows a true invoice with a breakdown of charges for services performed.

  
  

  Also not shown is that Plumbing and Heating Paramedics did a whole house **** inspection just 2 weeks prior on 9/1/2022.  

  
  

  With regards to the courtesy of not being charged for the leak test, I would hope not since that was not discussed prior to completing that service and your technicians just completed an inspection 2 weeks prior.  I completely understand that you do not manufacture the equipment that you install but you should also back up the quality of the service that you provide.  When the technicians were at my house to install the replacement they had to call additional help to wire the board on the **** because it was not wired properly from initial install.  This resulted in one of your service supervisors having to come out to ensure that it was done correctly since the onsite personnel could not get it to work.    I have had your team twice a year check our **** system since install and not one person has noticed or stated that the entire system was wired incorrectly.  

  
  

  The lack of transparency and quality of service is disappointing this long term customer.

  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 10/07/2022

  Good afternoon ******************, 

   

        I did follow-up with the HVAC supervisor that arrived at your home on 9/29/22. Your unit had not been wired incorrectly; the unit was in lock out mode (a safety mode) because the unit had been low on refrigerant due to the reclaiming process when installing a new coil. Our position has not changed on this issue but if you would like to discuss the matter, please call our office at ************ and speak to our HVAC manager ******************;

   

  Thank you, 

  ****************************;

  General/Office Manager 

  Customer Answer

  Date: 10/08/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Original issue still unresolved.  Explanation of charges needed.  Actual invoice for services rendered.

  
  Regards,
  
  ***********************