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:05/28/2025

  Type:Product 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.

  Date of the transaction:
  May 27, 2025
  
  The amount of money you paid the business:
  Roughly 6,000
  
  What the business committed to provide you:
  The business was contracted to inspect and/or service our ****** air conditioning unit. We expected professional service consistent with the quality associated with the ****** brand, including correct installation or repair procedures.
  
  What the nature of the dispute is:
  The company incorrectly drilled two long screws directly into our AC unit, causing damage. When we raised concerns, the company denied responsibility and attempted to blame us. Their handling of the situation was unprofessional and dismissive. This not only caused damage to our unit but also left us without a resolution or reimbursement.
  
  Whether or not the business has tried to resolve the problem:
  The business has not made any effort to take responsibility or offer a resolution. Instead, they deflected blame and have not responded in a constructive or accountable manner, telling us they do not want our business.
  
  If the issue involves advertising, when and where the ad was seen or heard:
  Not applicable in this case.
  
  Additional context:
  They misrepresented their association with ******. When we contacted ******, they informed us that they are unable to hold this business accountable for misuse of their brand. This raises concerns not only about this particular service, but also about consumer trust in ******’s dealer network.

  

  Business Response

  Date: 05/28/2025

  Customer called and had
  us come to their home for a no AC call. Tech inspected the unit, found it was
  void of refrigerant, put nitrogen on unit, found no visible or audible leaks.
  The Tech put refrigerant in the unit and UV Dye to test for a leak. The Tech
  returned approx. a week later, found UV dye in the evaporator coil, we treated
  the coil as a warranty coil (therefore the customer did not have to pay for the
  $2,500 replacement coil) and only charged for the labor and refrigerant to
  repair. We installed the coil, unit was working properly. The customer called
  back and the unit was out. We returned to find the unit void of refrigerant
  again. The Tech checked and found a factory screw had penetrated the condenser
  coil. The Tech showed the customer the leak and the customer. Homeowner called
  the office saying that we had accused them of damaging the unit, Tech actually
  asked the customer if the mower may have hit the unit, or if anyone else had
  worked on the unit (as the disconnect was pulled from the unit as well). The
  homeowner was very defensive and said she knew how this would go when told that
  the Tech was my son, the grandson of the owner. I told her no and she said we
  had to have put the screw in when we repaired the evaporator coil; I further
  tried to explain to the customer that they had repaired the evaporator coil
  (indoor unit coil) and did not have that panel off. Techs did not have to work
  in the area of that screw or panel for the original repair. The Tech had to
  remove a wasp nest and clean the coil twice from the blown grass and dog feces
  on the outdoor unit. The customer in all spent $1,934 in all of the calls and
  repairs, not $6,000. When the homeowner hang up on me during mid conversation
  and her husband called later, I told them we would not be returning and that
  they could have someone else service their unit. We are under no contract with
  this customer. It was installed in 5/11/2018 for another homeowner so it only
  had a 5yr part warranty.
  

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:   I'd like to clarify a few points and express my concerns professionally to ensure mutual understanding.
  First, I appreciate the initial attention to our unit, particularly handling the evaporator coil warranty, which significantly reduced our potential costs.
  However, regarding the damage found later on the condenser coil, it appears there was some misunderstanding. My intention when questioning the technicians was purely to understand how this damage occurred, not to accuse or imply negligence. Given the recurring nature of the refrigerant issue and multiple visits required to address it, it was reasonable to ask whether the screws penetrating the condenser coil could have occurred during previous repairs. I regret that this was interpreted as an accusation.
  My primary concern is ensuring the accurate identification of the damage's origin and fair resolution. Although their team stated that they hadn't removed the panel in question, the need for repeated refrigerant refills naturally suggested the panel may have been accessed during one of these procedures. Additionally, no other technicians or companies have serviced our unit besides yours.
  I am disappointed by how our inquiries were handled, particularly the personal defensiveness, given that it was her son who worked on our unit, and how the situation escalated unnecessarily. We have been satisfied with the professionalism of prior services, making this interaction unexpected and disheartening.
  Given the circumstances and your decision to discontinue services, we accept their position but want to reiterate our desire for a fair and accurate resolution to the condenser coil issue. We sincerely hope this situation helps inform future customer interactions, ensuring clarity, objectivity, and professionalism remain at the forefront.
  Thank you for addressing our concerns.
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 06/02/2025

  To address
  concerns:1.The customer did not question the Tech but rather called the office
  and accused Tech of causing the leak. Mid conversation was asked are you the
  owner, I said no, owner’s daughter/Manager; then was said we had a Tech and I
  replied, yes that is my son and the immediate reply was we see how this is
  going to go. Also stated that $6,000 was spent, it was $1,934. 2.There were not
  multiple visits for refrigerant,1st visit we added refrigerant and dye to
  locate leak;2nd-dye check,3rd-evaporator coil repair;4th-leaked again, no dye
  present; refrigerant was added at N/C; told the customer we would need to
  return when had more time to do additional leak tests. 3.Our Techs were accused
  of drilling 2 long screws directly into the A/C unit per complaint. A picture
  showing leak was text to customer, one factory screw where leak is. 4. When
  hung up on mid-conversation; I assumed our services were no longer needed. Had
  Tech been allowed to explain further, nor hung up after accusing the screw was
  put in the unit; customer would've found out the outdoor unit at some point had
  been hit, this is why the disconnect was hanging and the condenser coil wasn't
  centered, likely causing the factory screw to penetrate coil. It was a very
  small leak, to which Tech had to find with additional leak testing. The
  customer had stated to the repair Techs that rock had been delivered in area,
  there is a possibility the truck or mower bumped the unit; storm winds moved
  the unit; all occurrences we see often. The unit hadn’t been serviced since
  installation in 2018 and as stated in the manufacturer's specs, unit should
  have routine maintenance to prevent damage. We completed quoted services-repair
  the leaking evaporator coil. We returned at N/C when unit again wasn't working;
  N/C to find the second leak. Our diagnosis is still a factory screw penetrated
  the coil and needs replacing. Any licensed HVAC company can confirm the leak
  and service/repair the unit.

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Complaint: ********
  
  I am rejecting this response because:
  
  Subject: Formal Rebuttal to Response Regarding Damaged Unit
  
  
  Dear Phelps,
  
  
  I am writing to formally reject the response provided regarding the damage to our HVAC unit.
  
  
  The total cost to repair the unit is approximately $6,000. A second ******-certified technician has since inspected the system and confirmed that there is no visible external or internal damage that would indicate it was struck by a mower or any other equipment. According to this technician, the damage—specifically a puncture—is consistent with improper installation, namely two screws that were driven into the unit, causing the leak. This issue was not present during earlier visits, which included a dye test and a thorough inspection for leaks. The puncture was identified only after these screws were installed.
  
  
  Despite clear evidence pointing to technician error, Phelps has refused to acknowledge responsibility for the damage. The estimate for repairs to the outdoor unit alone is nearly $4,000. I respectfully request that the company accept responsibility for the damage caused and cover the cost of the necessary repairs. This request is based on documented technician assessments and is a matter of fairness and accountability.
  
  
  Sincerely,
  ****** *****