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:08/25/2024

  Type:Order 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.

  5/5/2020 Purchase HVAC system and had installed by LBA Services. $8504.00
  8/22/2024 Unit was not cooling, LBA came out, and said the coil was leaking. The coil is under warranty but labor is not. They gave us an estimate of $11400 (they later lowered to $7270) to repair coil, and said that our ducts do not allow enough air flow with this system. They said they gained new knowledge a couple of years ago and now know what is needed to create this air flow.
  Our ducts have not changed, and we trusted this company to recommend the right system that would work with our house, now we are being told that we have to pay $7k to make the system they recommended 4 years ago work with our home.
  This is NOT our mistake. Their lack of knowledge is not our fault. Companies have been installing air conditioners in homes for many years and I can't believe that it is ok for a company to install something, and then come back and say they didn't know enough to make it right but for $7k they will make it right now.

  

  Business Response

  Date: 09/04/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you've encountered with your HVAC system and understand your frustration.

  Airflow has always been a critical component of HVAC system design, especially with the industry’s move towards higher efficiency ratings. Over the last several years these higher efficiency standards have necessitated changes in manufacturing, including adjustments to maximum pressures that newer systems can handle—sometimes only half of what older systems could manage. 

  We regret that your system is now experiencing issues and understand why this situation feels unfair as we were originally hired to replace the equipment only. It appears this was the first air conditioner inspection since installation and when our technicians identified the problem, we provided you with a comprehensive estimate, which included the necessary repairs as well as the recommended duct modifications to ensure the system’s longevity and efficiency. 

  We understand that the initial estimate may seem high. You could choose to proceed with the repair of the equipment alone or to invest in the recommended airflow design and duct modifications to meet current standards and extend the life of your system. We understand that this decision involves additional costs, and we are willing to further discuss how we can make this situation more manageable for you. We can see if there is an adjustment to the warranty coil labor that can be made and look at what the airflow design would have cost at the date of equipment installation and offer that price knowing our cost has increased over the last 4 years with inflation and wages.

  Please know that we are dedicated to resolving this issue in a way that respects the investment you’ve already made. We are committed to your satisfaction and are ready to work with you to find the best path forward.

• Initial Complaint

  Date:07/23/2024

  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.

  On October 10th 2023I had a routine maintenance visit. A leak was found in my gas line to my fireplace. I agreed to have this fixed on the spot. At that visit multiple other recommendations were made and we scheduled to have those done on 10/24.
  On October 24th, while LBA was at my house, I had a fireplace company out to inspect my fire place and we found that the upstairs valve to turn on the gas to the fireplace was gone. So apparently the service representative who repaired the gas line removed the gas line/valve to the upstairs. He literally took the mechanism to turn the gas on and did not replace it. I am not sure what he was thinking and I question his training.
  That day I let the crew know what had happened and showed them the issue They placed a call to the office and I was told I would get a call back later that day.
  On 10/31 I had not heard anything and so I called, explained the situation and was told they would research the matter and get back with me.
  On 11/7 I still had not heard anything so I called and spoke with ******** who was very helpful and stated a part had been ordered and they were waiting on the part.
  I received a call on Dec 5 and we scheduled an appointment on Dec 12 to complete the repair. The technician was great but the solution was not. I now have to turn the firepace on with a long “key”. There is a big gap between the floor and where the key fits which is a vale in the basement. It is really less than optimal functionally and aesthetically. See photos below.
  
  So in summary I trusted LBA to replace a gas line, It was not done properly (leaving me unable to use my fireplace), I had to keep calling to try to get the issue resolved and the resolution was substandard.
  
  As a really good customer I am extremely disappointed.
  
  ****** *******

  

  Business Response

  Date: 08/05/2024

  We have spoke with ****** and are scheduled to go to her home tomorrow 8/6/24 to fix the problem. We should be able to come up with a new solution and complete the project. Thank you!

  Customer Answer

  Date: 08/14/2024

  
  
  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:10/24/2022

  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.

  I recently had LBA out to my home to provide a drain unclog. After a few failures to remove the clog, I asked them for an estimate to replace the pipe section. The estimate was steep around $3000 for BOTH sides of my duplex. I give the go ahead to start work. The representative, ****** I believe, spends the entire work day tackling this problem, 5 hours of which was spent snaking the drain instead of installing piping despite me asking several times if there were any problems. There were a couple of issues though, he couldn't reach the section that would need to be replaced, and to reach it we would have to take off the cabinetry section and remove the drywall behind it. His supervisor quoted another $1200 to $1700 to get that done. At this point I was frustrated, not only was my issue not resolved but I would need to pay more to get the work done. I ended up getting my contractor and main plumber out to fix the issue for much less. My plumber had to replace improper fittings left from ******** work, as the work he had done was insufficient. My takeaways from this, the sections that were replaced were only on one side of my duplex, the work was seen as improper by my main plumber, and the issue was not solved after but LBA still wants to charge me for work that was not done. I communicated with a supervisor, and sent over a picture of the remaining amount of piping that was kept by my main plumber. Instead of charging me for what little work was actually done, they are discounting the full amount, including the work that was NOT done to the other side of the duplex. It seems they have no idea what work was actually done, and rather than verifying would just sweep it under the rug and call it a day. I am not satisfied with a discounted price for work that wasn't done, and passing that invoice to me just leaves bad faith in the business.

  

  Business Response

  Date: 11/18/2022

  LBA has been to ** ******* house 3 separate occasions to fix shower drains on two sides of his duplex. LBA has performed over 12 hours of work at this site. LBA has also not been paid ever by ** ******** Our operations manager tried to reach ** ******* several times by phone and was unsuccessful. Finally our plumbing supervisor was able to get in contact with ** ******* and he agreed to pay a discounted rate. We do plan on turning ** ******* into collections for the work we performed and are owed as he signed the proposal, which is attached. ** ******* also signed paperwork on Sept 28th 2022 that states the work was completed in a satisfactory manner, that signed document is attached.