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Business Profile

Heating and Air Conditioning

Latta-Whitlow, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/06/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 24, 2024, Latta Whitlow installed an inducer motor for my furnace. I went to turn up heat on October 27 (Sunday) and there was no heat. Technician came out October 28, after I called Sunday, and even though they advertise 24/7 availability, there was no technician on call that Sunday. Technician came out Monday and the tech that installed on October 24 forgot to turn gas back on.

    After the install, the motor made a bit of noise. I disregarded thinking that was how it was supposed to be. On December 1, I turned up the heat and the furnace made such a crashing noise I thought I was the target of a drive-by shooting. The original technician who did the install did come out on this Sunday. He told me the bracket he used to install came loose and caused damage to the motor. He also told me that he used the old bracket that was already there and there was vibration when he installed it but he thought it would be okay. He also acknowledged the vibration probably loosened the screws to bracket causing it to come loose.

    I was told initially I would have to pay for a new motor as my 30-day warranty was over. But then someone else at Latta said there was a year warranty. They did say they would replace it for free. However, some of the parts wouldn't be in for another two weeks (and this was expedited). I got the model number of furnace and called ******* in Topeka, the Carrier dealer. I had a new inducer motor installed on December 5 by ******** I asked Latta why not try another vendor, or to call ******* and they refused.

    When I called to ask for a refund, I was told all I could get back was $150.

    This inducer motor was improperly installed and I lost my heat due to their shoddy installation. ****** is the manager and I spoke to a *****. Neither one was helpful or were sympathetic to the fact that shoddy install caused me to have no heat, and it was a very cold week. The part normally should last 10-20 years.

    Customer Answer

    Date: 01/13/2025

    The operations manager contacted me and I was reimbursed so the complaint can be closed.

Latta-Whitlow, LLC is NOT a BBB Accredited Business.

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