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:06/24/2024

  Type:Customer Service 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.

  Call Fayette heating and air about no air coming out vents told,them before they come that the flex pipe was bad had leaks from one end to other to have tech bring new one .But when tech came to ck it they didn't have him bring new one on truck.,he agree that the flex pipe was bad and need hole new flex pipe he would come back and replace it next day .next day Fayette heating and air call and said they would send a different tech to replace the flex pipe. When tech came he had the wrong size pipe so instead off replacing the whole pipe he cut part off old flex pipe off leaving the remaining bad flex pipe on unit and house.not replacing the whole flex like I was told from the first tech that all flex pipe was bad and was going to be change. I don't know why they not doing good quality work like they use to do.

  

  Business Response

  Date: 06/24/2024

  We reached out to the client for resolution and found it. We returned today 6/24/24and completed the work to the clients satisfaction. This has been resolved.

• Initial Complaint

  Date:06/12/2024

  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.

  All problems with my HVAC were created by the technicians. The installation manager is a grifter because all the issues I’ve had was caused by the installation and technician sent to repair told me why they had to do the service was because the installers are incompetent.

  

  Business Response

  Date: 06/19/2024

  Our GM and myself spoke to *** ***** on 6/19/24 at 11:50am in an attempt to resolve his issues. *** ***** who has a record of using offensive language with our employees, continued with offensive remarks to us while we were trying to reach a resolution. When repeatedly asked what we could do to remedy the situation, he mentioned refunding him $400.00 for his Comfy Club plan, he then made it clear that the refund would not satisfy him and there was nothing we could do for him. We have a recording of the conversation for our records. *** ***** has made it clear he no longer wishes to do business with us, he has fully operational equipment and it felt as if he wanted to vent and cuss more than reach any resolutions.     

• Initial Complaint

  Date:06/10/2024

  Type:Customer Service 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.

  Fayette Heating and Air quoted an HVAC installation for a new system, approximately $8,500 to offer a competitive match to another business. As part of their bid, they included one-year membership in what they refer to as "comfy club," with the option to continue membership to extend the warranty on their system. This "comfy club" is essentially a maintenance membership that includes regular inspection and maintenance, as well as discounts on potential repairs outside the scope of warranty. This maintenance package that was marketed to us was a big factor in deciding to work with Fayette Heating and Air for the purchase and installation of the system.
  
  About one month has passed, and they just called to inform us that due to referral by **** *****, they are unable to honor the maintenance package that was promised upon purchase. I would like them to honor the terms of our initial agreement. Upon probing the representative, it was clear that the company was informing "everyone" who was affected, but when pressed for more information, the representative said they were not permitted to share that information. When I speculated that secrecy was to limit liability for a class action, the representative promptly ended the call. I have no desire to enter litigation. I only want Fayette Heating and Air to honor their inspections that were promised. If contracts with **** ***** preclude formal membership in "comfy club," then providing a store credit towards inspections valued at 100% of the service call rate seems like an appropriate restitution.

  

  Business Response

  Date: 06/12/2024

  *** ****** was contacted about removing
  the Comfy Club membership from his account due to our contractual obligations
  with **** *****. We offered to purchase a **** ***** HVAC membership for him to
  replace it and put a free plumbing and electrical inspection on his account to
  be used this year. He accepted this offer and is happy going forward. This has been resolved.

  Customer Answer

  Date: 06/14/2024

  
  
  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,
  
  
  
  ***** ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/19/2024

  Type:Billing 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 called Fayette Heating and Air to look at my AC unit that was 3 years old and installed by their team and was making some noises. I asked how much it would cost to have a technician come out and replace it and was told they could not provide the cost of how much it would be to replace it but that it would be a competitive rate. The charge for the technician to come out was $110. When the technician arrived they verified the capacitor would need to be replaced. They stated the $20 part would be covered under the parts warranty, however, the labor would be $375 on top of the $110. I was told the labor would take 15 minutes of time to install. The labor cost of $375 for 15 minutes is not only not competitive but 400% higher of labor cost from 2 other HVACC (BBB accredited) companies in Lexington that I got after. I believe this company to not only be immoral but criminal in its direct attempt to not disclose the labor fee until after paying the $110 fee to come out. While I understand different companies will have different rates, they should not be allowed to charge a fee to come out for a quote/diagnosis only to give you an astronomically absurd labor rate of $375 for 15 minutes. The company should have an obligation to disclose this prior to paying the $110 fee for coming out. I am disputing my bill of $110 as it was intentional to mislead and hide this information. If I started a roofing business, and charged $110 to come out and inspect and diagnose a roof then said the roof would be $250,000 to fix/replace I would hope the BBB would become involved as I would be given unreasonable high quotes and basically making money on diagnosing and then scamming the customer. Please contact me if you need any proof as I have video of the entire conversation of the time in labor it would take from the technician.

  

  Business Response

  Date: 02/19/2024

  ****

  Do you have a invoice number or job number from when we came to do the diagnostic? I cannot find your address or contact information in our system that was provided to BBB. I would like to review the job so I can better understand and help get a resolution. Thank you.

  Customer Answer

  Date: 02/20/2024

  
  
  Complaint: ********
  
  
  The address is *** ****** ******* ***** ********* ** ****** If I call your company and ask what my balance is they say $110, so they are able to locate it.

  Also, I paid another company to look at my unit, they said everything is in the range it should be and nothing is showing it needs to be replaced. They said they measured the capacitor and it was in no way measuring outside of the recommended manufacture range. I can get their invoice and see if  they can print off the spec details they found, if you want it. While I understand it could vary, I was surprised when they told me this is not uncommon for them to report drastically different results than your specific company.

  If you need me to contact your company and request an invoice (that I have not yet seen, but know I have a balance, please let me know). 

  
  
  Sincerely,
  
  
  
  *** ***

  

  Business Response

  Date: 02/26/2024

  ****

  I have located your job and listened to the booking call. The customer service agent explained that there was a $99 diagnostic fee plus a $10 fuel charge before the job was booked. They offered to reduce the diagnostic fee to $69 with a club membership which was declined. We provided upfront pricing and options to you after the diagnosis because we want the customer to have the ability to move forward with repair or decline. 

  Customer Answer

  Date: 02/27/2024

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

  To say you have transparent pricing is not only laughable but a lie. Your company baits customers in with transparent fee that are made aware of, then provide astronomical high repair fees such as $375 (for what your technician said would be 15 min of work). Also, another company came and looked at the unit and I believe at this point your technician was lying about their findings as the company who recently checked the capacitor said it was well within the normal range. If you call your company they refuse to provide quote to change a capacitor because of policy. The policy by nature is non transparent because that is a scam. $375 for 15 min of labor is absurd. How about you send someone out to take the read in front of me and if it registers outside of the normal range I will pay for both $110 charges? But if it does not I pay nothing. My bets are you not willing to do that because supporting this scam is what you get paid to do.

  
  
  
  Sincerely,
  
  
  
  *** ***

• Initial Complaint

  Date:02/15/2024

  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.

  see Attached document

  

  Business Response

  Date: 02/15/2024

  This is a HVAC system that we installed for free as a partnership with **** ***** and ******** ** *******. 

• Initial Complaint

  Date:02/09/2024

  Type:Billing 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.

  Charged $493 for 10 minutes of work… did not explain would be a quick job, just said here’s the price. Thought it was going to take a couple hours. Made us sign and pay before the job was rendered. From walking in my house to out the door, it was 21 minutes. This is completely wrong and unethical.

  

  Business Response

  Date: 02/09/2024

  We understand that pricing is an important consideration for our customers, and we strive to offer competitive rates while maintaining the quality of our products/services. Our pricing reflects the value we provide, including the skills and experience of our technicians on how to provide solutions to the issues for our customers. In this case the skill and experience helped the technician solve the issue in a quick manner though dealing with an important piece of a house in the main drain. Lesser skilled technician could have spent two hours and came up with the same result at the same price, however wasting more of the customers time. In order to build back trust in the value we provide I would like to offer you a refund of $90 and a free year membership. $90 represents the savings that would have been provided if signed up with our comfy club membership. Thank you again for your feedback, and we hope to have the opportunity to serve you better in the future.

  Customer Answer

  Date: 02/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I cannot get a return phone call from *** ******, general manager, and I do not want another year in the comfy club. This has only cost us money and headache, not saved us. If you want to adjust the bill by $250, making the total $243 (this is a “meet in the middle” amount), I will accept that and leave the matter alone. 
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 02/19/2024

  A $250 refund will be processed. 

• Initial Complaint

  Date:01/26/2024

  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.

  I do NOT recommend Fayette Heating & Air! I am posting an update to Feb. 2022. This winter had been worse! Not only am I trying to warn my people, but I also need an Attorney who specializes in companies who do not stand behind the product they are selling at top dollar, someone who specialize in businesses who take advance of people like this company has done to me. Please let me know if you can recommend anyone. I hired FH&A to installed an ***** 3 Ton 16 SEER 2 Stage Heat Pump with Variable Speed Air Handler System in Dec. 2021 and they did not finished until April 8, 2022! They installed a new ***** heat pump system, 3 ton, single-stage 16 SEER heat pump, EEM electric air handler w/ heat kit, new Wi-Fi digital thermostat (w/o emergency heat), removal, and disposal of existing system (which had already been removed several years prior), permits and inspections, cleanup after installation (duct work removal that I paid $800 over the system price), FHAC Comfort Guarantee, 10 year manufacturer warranty on parts, Lifetime Unit Replacement Guarantee on Compressor, equipment labor warranty extended up to 10 years as long client maintains XL Club Membership (which **** agreed to wave for 2022 & 2023, due to going 16 days waiting on them while my electric bill ramped up to $619 for Jan.-Feb. in 2022, followed by me shutting it off for even longer and going without any H&A, but I never missed an inspection or a cleaning). All I want is HEAT, it’s all I have wanted since the very first month after this extremely expensive system was installed. I need a contact as high up as I can go with *******/ *****, so they can know how poorly FH&A is representing their product! In 2022. The very FIRST MONTH after FH&A installed every bit of this $17,750 system, the HEAT did not work. It circulated air. I kept telling ******, *****, then the HVAC Manager, **** that my house was cold. That the vents were not putting out heat. It’s been excuse after excuse, and when they did replace a sensor and it didn’t hold, they made me wait in zero temperatures week after week after week before they came back to fix it. It’s like they purposely run out the clock on the season! In Dec. 2022, immediately after the system had been installed, I had one room where the temperature would not get above 55 degrees. The designer had only designed one vent in this large room with a bathroom. So since it was too cold to even use, management thought adding another vent would fix the heating problem. Immediately after it had been added, I got back with them and told them it’s much better in that room, but still is only getting to 65 degree and that the rest of my house is still cold. They did nothing to address that. The air coming out of the vent was only circulating the heat from my box heaters. There was still no heat coming out of the vents. By then it was mid-April, and they ran out the seasonal clock leaving me with the heat not working. Last winter in 2022-2023, as soon as the outside temperature dipped below 40 degrees, I reach out for help. The second time they got around to repairing it, it was zero degrees outside. I had called on the phone and a couple people told me to just turn on the emergency heat. I told them I couldn’t find that on the thermostat, after time on the phone, they told me my thermostat didn’t have that setting. So, they sent out ***** who opened the unit up, turned on the emergency heat that I could have never gotten too and said quote... “at least this way you will have heat”. ... but then he never came back to actually fix the problem. It was horribly uncomforting having the emergency heat cycle cold air, then hot air, then stop, then cold, then hot, ... all day & night. It was like hot flashes, cold, hot, cold, hot. I called them again, I sent emails, but again, they did nothing. I sat at my desk and documented how it was cycling, making notes every 15 minutes over several hours at a time, over a couple days. I sent this spreadsheet to ***** along with pictures of what the thermostat read compared to what many thermometers were reading in different areas of the house. Then Spring came, I was slammed and didn’t keep calling until this past Fall, when I turned the thermostat to heat and again it was miserable and at night the outside unit sounded wrong. They sent **** on Nov. 28, 2023 where he found, and I quote from the invoice “Found that air handler control board does not bring on electric heaters. Electric heaters will come on when connected to cool cloud. Believe that control board is bad. Sent to purchasing.” Probably since Day One! Then **** was told to call me and let me know it would be $1000 for them to come out & fix it. I broke down crying, explained to him that I had a 10 year warranty. He said on parts, but this was for the labor. I asked that he go back and talk with management. He called back and said they could do it for $470 something... I told him that can’t be right, I have NEVER HAD HEAT since I got this system, not for more than a couple days at a time and this should be covered under the warranty that came with this system. Then I get this email from ****.... HVAC From: **** ***** ************************* Sent: Thursday, December 7, 2023 4:06 PM Cc: **** ****** ************************** Good afternoon, *****. I’ve seen all of your emails that you’ve sent into us. I’m going to agree to replace the circuit board in your air handler for free. With that being said, I believe that we have gone above and beyond for you and your system. Weve made numerous trips that weren’t covered under warranty and didn’t charge for the service. Once we complete the repair of the circuit board and make sure that your system is operating correctly. We are going to part ways. The parts only warranty that your system has can be serviced by any heating and air company. I feel this is the best option for both of us moving forward. We will get this scheduled and get the board installed. We will make sure that the system is operating as it should before we leave. Following that, several weeks went by AGAIN! So, I called again and was told that the part that was order for my system had been sent back and now they were waiting on that part to be reordered. Me, with NO HEAT. From: **** ***** ************************* Sent: Tuesday, December 12, 2023 8:59 AM *****, we did have the part. But we sent it back when you refused to pay for it. I’ve reordered the board. I’m awaiting the ETA on it now. As I said in my previous email. I will approve to do it for free this last time. When you purchased your system, it came with a 10yr PARTS warranty only. You had a labor warranty for the first year only. Any HVAC company will honor your warranty. It’s with the system, not with us. In my opinion we have gone above and beyond with the free repairs and cleanings we’ve done on your system. Once we replace the board and make sure the system is operating correctly, I will consider our business to be completed together. Thank you, **** ***** Service Manager Fayette Heating & Air ************************* ************ - Cell ************ – Office **** came to my home on the 19th ... “Dec. 19 Replaced warranty control board. Connected via Bluetooth and configured board to air handler. Went through and set all parameters in system and device settings. Tested each function to ensure electric heat and heat pump were as they should.” TWO WEEKS LATER, Jan. 2, 2024, MY HEAT STOPPED WORKING AGAIN!!! At least this time I got to see what it felt like to have 14 days of heat. It purred like a kitten, the outside unit sounded quieter, stable, consistent. And now, once again, I do not have the heat that I paid for when I purchased this all NEW System. I haven’t asked for anything other than for FH&A to make this system put out HEAT! Now I must go to some other company while FH&A has been paid richly for something they did not provide, and they have my history. Another company will not have the information regarding what was done so they can trouble shoot it without possibly going through the same mistakes. I’m working on an extensive timeline in between all the other things I am needing to do. This is causing me a 3rd winter of a hardship. I need an attorney in case any of you all know someone and I really would like *******/***** to know what FH&A does to its customers. I literally do not know what to do! ***** Pertinent points…from previous letters to FH&A in an agonizing effort to illustrate just one of the many mistakes made by FH&A which cost me a lot in unnecessary expenses…. “I got my electric bill for January (2022), and it is much higher than any bill I have had over the last 7-8 years of using box heaters and window air conditioners: $426!! My electric bill is normally between $200 to $300 at the very most, and I’ve stayed warm, just could not feel safe about leaving the box heaters on when I left the house.” “In February, my electric bill was $619!!! Over a $1000 for 2 month and a room in my house that is literally still COLD. I was afraid to turn the system off because I didn’t know if it would start up and if it didn’t start up, I have already been sternly told, they are not going to help. On March 3, after I got the $619 bill, I went to the thermostat and shut it off! (March 3, forced to turn OFF furnace.) I have gone back to box heaters!” “March 21st (2022), “Fayette H&A finally comes here, and you discover your sensors were not working properly after I had received 2 electric bills for over $1000! …and instead of coming back here and doing what was right, doing what should have been done from the very beginning,” ….(additional facts that can be inserted, if need….)

  

  Business Response

  Date: 01/30/2024

  Equipment install completed on 11/29/21. Client purchased 1 year labor warranty and 10 years part warranty. Client was extended a second year warranty to 11/29/23 ****** per management as a sign of good faith.
  3/21/22 Install manager walked job for complaint of not heating properly. Found cool cloud settings needed adjusted, proper air temp coming out vents, room in question was previously a car port & converted into living space. Insulation value of the room was called into question. 4/8/22 QA tech made duct modifications to room in question & added another supply air vent. 4/25/22 First use of AC system, unit faulted on drain due to trap never having water in it. Primed trap confirmed operation.10/4/22 Annual maintenance visit system inspection, no issues found. 12/27/22 Not maintaining temperature, QA tech again adjusted cool cloud setting to make for more aggressive heating pattern. Cycled system and confirmed more aggressive operation. 6/5/23 Annual maintenance visit system inspection, no issues found. 7/2/23 Client claimed drain was clogged and she cleared p-trap. Tech ran nitrogen through the drain line, & found coil dirty. Tech instructed not to charge for work even though this would normally be billable as maintenance work not covered under warranty. 11/7/23 Cleaned coil and replaced return grille. More billable work that is not covered under warranty, that client was not charged for again.12/4/23 Manufacture part failure, control board. 12/19/23 Control board replaced and operation confirmed. Work was outside the second year labor warranty that was extended to the client at no charge and should rightfully been billable, but again the client was not charged. Client upset that labor was not covered under warranty even though extended labor warranty was not purchased. After completing part warranty job at no cost client was informed that this will end our client business relationship. 10 year part warranty can be covered by any other company.

  
  

  Customer Answer

  Date: 02/07/2024

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

  After re-reading the letters, seeing the documentation (not all is being sent) & emails begging FH&A to make this new heat & air system work correctly, for literally 3 winters, since it was installed in 2021, …reliving how unprofessional, incompetent, uncaring this company has been, knowing how many weeks they left me in the cold, taking their time getting back to me & back to repairing this premium priced system that they built…..

  I would like $10,000 to walk away. Keep in mind, walking away isn’t really walking away for me. I will still need to invest the time into finding someone to make this faulty system work properly, which is valuable time that I should be spending on my very reputable companies.   The BS that the management of FH&A has put me through has be extremely stressful, many many sleepless nights, the struggle with this company to try to get them to just do ‘right’ has been inexcusable and exhausting. They have destroyed any trust that I have in them to ever repair this mess of a system.  Not counting, the weeks left in the cold, even temperatures in the teens and below, the expense of having to purchase more space heaters to even have heat,  the fear I have had every time I have left my home for all the cats & Maine Coon kittens has had me absolutely terrified that my house could catch fire while I was gone. The fear of fire from space heaters while am sleeping….this has been an incredibly stressful experience!

  For what this company has put me through since the very first winter, since this system was installed, I do not think I am being unreasonable requesting this settlement. If it is not acceptable, I would like to go the next step and for much more due to time involved and pain & suffering they have caused already and will continue to cause.

  Thank you so much for your time & any help you can provide.

  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 02/09/2024

  Client purchased 1 year labor warranty and 10 years part warranty. Client upset that labor was not covered under warranty even though extended labor warranty was not purchased. 10 year part warranty can be covered by any other company.

  Customer Answer

  Date: 02/15/2024

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

  Again!...**** waved the subscription payments because of the over $600 in one month (over $1300 from Dec. to March 21) in electricity with the furnace not working correctly, as well as, while they made me  wait 18 days in the cold of the winter for them to come fix the heat!....  which they did not fix!  ….

  but I NEVER missed a cleaning  / maintenance appointment.

   

  I have already sent the actual emails between me & **** where he agreed to wave the subscription for 2022 & again in 2023 and the emails where they came and supposedly cleaned the furnace inside the house.

  They cleaned it but each person they sent was not a technician that could  FIX  IT!... they were just someone to do cleaning.   Even one of the technician who came after one of the cleanings said the person who cleaned it should have done a better job!!

   

  Please see attached!!

  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Customer Answer

  Date: 02/15/2024

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

  Again!...**** waved the subscription payments because of the over $600 in one month (over $1300 from Dec. to March 21) in electricity with the furnace not working correctly, as well as, while they made me  wait 18 days in the cold of the winter for them to come fix the heat!....  which they did not fix!  ….

  but I NEVER missed a cleaning  / maintenance appointment.

   

  I have already sent the actual emails between me & **** where he agreed to wave the subscription for 2022 & again in 2023 and the emails where they came and supposedly cleaned the furnace inside the house.

  They cleaned it but each person they sent was not a technician that could  FIX  IT!... they were just someone to do cleaning.   Even one of the technician who came after one of the cleanings said the person who cleaned it should have done a better job!!

   

  Please see attached!!

  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 02/15/2024

  Any issues with the manufactured parts or equipment can be covered by any other company through the 10 year part warranty. 

  Customer Answer

  Date: 02/26/2024

  
  
  Complaint: ********
  

  Customer provided final rejection letter to BBB (see attached)

  

  Business Response

  Date: 02/26/2024

  Customer never purchased XL membership, which gives the labor warranty to match the equipment warranty.

  Customer Answer

  Date: 02/27/2024

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

• Initial Complaint

  Date:12/20/2023

  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.

  In August 2023, **** ******* with Fayette came to our business to conduct a site review of the premises in order to quote for a HVAC system. Based on his recommendation, we went ahead and paid for 3 indoor heads and 1 outdoor unit, trusting that it would meet our needs. We were advised the system would provide adequate heating an cooling for our downstairs office and living space and upstairs kitchen and bedroom. The system was installed in September and became immediately problematic. From day one, it has has not functioned correctly. We created multiple service calls for which the issues failed to be resolved and resulted in the outdoor unit exploding, leaving us without heat or a/c for over a week and no communication from Fayette. The install engineer believed that the line sets were made too long which would create too much pressure. 3 Line sets with 2 being over 50 feet each is too much for one outdoor unit. Not to mention that it is impossible to keep the upstairs kitchen cool when cooking while maintaining a regular temperature downstairs. It was never explained prior to installation that we not be able to run the upstairs air independently and we believe this is a concern that should most definitely have been identified and addressed by the Sales Manager (****) during his site visit.
  After the outdoor unit exploded we were advised by the engineer that we would be receiving a replacement as well as a secondary unit for the upstairs head. However, on the day of installation this resolution was revoked and we have been advised that to have that second unit installed we are required to pay an additional $600.
  I have been making almost daily calls to Fayette up until this point. **** has refused to speak to us and the overall customer service we have received has been beyond disgraceful. We were promised a fully functioning and adequate system and that has not been provided. The upstairs unit still fails to stay cold and makes strange noises.

  

  Business Response

  Date: 12/20/2023

  After speaking with multiple
  reps and engineers with **********, the client’s expectations of a mini split
  are not possible. The client wants for the downstairs to heat while the
  upstairs cools, and a mini split system isn’t capable of that. A mini split cannot heat and cool at the same time. As a resolution we have offered to put in a free
  second unit in the upstairs, but it requires a new electrical run ($600) for the new outdoor
  unit, however this was refused.
  Another resolution offered was to remove the system and refund the money as part as our satisfaction guaranteed but this was refused as well. We have been out there six times since installation to do everything in our power along with the manufacturer to make the units run as productive as possible. The feedback is that the mini split is working as intended. 

  Customer Answer

  Date: 12/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  We paid over $12,300 for this system which was sold to us as adequate for our needs. Our needs were clearly outlined during the site visit and had it been explained that we would not be able to operate the system as required we would not have agreed to purchase the installed equipment, but rather found a system or set up more suitable.  
  

  It has been mentioned that the $600 is to cover the cost of the electrician to revisit. Having already paid this fee for this poor installation and this being no fault of our own that is does not operate as promised, this cost should be covered by Fayette alone.  It should also be mentioned that we have paid to repair the wall damaged by the electrician during the original installation. This being a cost that was not mentioned during the site visit by the Sales Manager. 
  

  We were clearly mis sold a system that can not possibly accommodate our needs, and which was subsequently installed upon poor design, resulting in the constant issues that continue to this day. Simply changing the heads does not alleviate the stress on the one outdoor unit or reduce the unexceptionally long line to the upstairs unit, which continues to lose function and make obscure noises. Both of which are matters reported for service and which have not been resolved in any of the 6 referred to service call visits. 
  

  We require the additional outdoor unit to be installed at no extra cost in order for Fayette to make good on their original sales agreement. 

  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/04/2024

  Per our satisfaction guarantee we will come to take out the equipment and give a full refund to the customer. 

  Customer Answer

  Date: 01/08/2024

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

  As previously stated, we require our installed system to be made adequate and to meet the specifications as promised. The system does not function correctly as the upstairs head still fails to remain cold and rattles. 
  

  Having had holes drilled into our masonry walls to accommodate the system install we are not prepared to have it removed and be left with the further expense of repair. The outdoor unit was poorly situated and as such any replacement unit would not be located to reoccupy those holes.  
  

  We request the original resolution promised by the engineer to be adhered to. That being an additional outdoor unit to reduce the line to the upstairs head to be installed at not additional cost.  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/09/2024

  We did install a system designed to the needs based on factory specifications. For the model ********** the maximum allowed line set is 230 feet, with a rise of 49 feet. The system is functioning as designed. They do not make a residential mini split system that does heating in part of the building while cooling the other. 

  Customer Answer

  Date: 01/10/2024

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

  Thank you for the clarification, however that is something that should have been pointed out by the Sales Manager, ****, during his site visit. It does not provide any assistance to the situation in which we have been placed and had this been explained, we would not have proceeded with this set up! 
  

  My remarks regarding the upstairs unit failing to remain cold and the irregular noises the head makes continue to be ignored. The system therefore does not function as designed! 

  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 01/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Thank you for the clarification, however that is something that should have been pointed out by the Sales Manager, ****, during his site visit. It does not provide any assistance to the situation in which we have been placed and had this been explained, we would not have proceeded with this set up! 

  My remarks regarding the upstairs unit failing to remain cold and the irregular noises the head makes continue to be ignored. The system therefore does not function as designed! 

  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/15/2024

  Per our satisfaction guarantee we will come to take out the equipment and give a full refund to the customer. 

  Customer Answer

  Date: 01/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of all of the significant reasons previously stated in the course of this dispute.  We remain firm in our requirement for Fayette to fix the faults with our HVAC system which continue to be ignored at no additional cost. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 01/19/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID .********, , I agree to participate in BBB Mediation on the condition that Fayette Heating and Air cover all costs for both parties. 

  
  

  Regards,

  
  

  ******* *******

  

  Business Response

  Date: 01/23/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID .********, my company is willing to participate in BBB Mediation.

  
  

  Thank you.

  Customer Answer

  Date: 04/15/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  
  

  Regards,

  
  

  ******* *******

• Initial Complaint

  Date:11/27/2023

  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.

  Last year I purchased a $7500 HVAC from Fayette Heating and Air for the first floor living area. When the gentlemen finished the unit worked beautifully and my home of 18 years was warm. I was happy. I decided to replace my thermostat in the upstairs living area with a thermostat that was just like the new one they installed with the new system. They sent out a young man who installed the thermostat upstairs with directions from someone he was talking to over the phone. For some reason this young man felt the need to tamper with my new system that was working perfectly. He made the statement, "I put my magic touch on both of them!" When he left, my house was cold. I called FH&A and they had the same guy return. He essentially told me that the new thermostat was more accurate than my old one and to just turn it up higher to get heat. The system only blows cold air upstairs now and the downstairs gets a little warm but barely. I am having to use space heaters to warm my home. When I turn the thermostat up to 80 it stays at 75 and blows cold air. I am freezing!! I would like this repaired.

  

  Business Response

  Date: 11/28/2023

  Scheduled a visit Friday with the customer to resolve any issues with the system and get it corrected. 

  Customer Answer

  Date: 12/01/2023

  
  
  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,
  
  
  
  ****** ******
  

  
  

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• Initial Complaint

  Date:11/06/2023

  Type:Billing 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.

  Invoice *******. Service 10/20/23; Just needed a system check up. I also asked if they would reattach a flexible duct to a register left off by a plumber. I was charged $560.95 (Original invoice was $671 but got "discount" if I joined service plan at $12.95 per month) when other companies charge on average $50 to $80.00 (per ***** and ******) ; I asked the tech what did he charge to reattach the duct to a pipe? He showed me his I-pad that showed $310.00. Other companies told me they would have re-attached it free while checking system (*****). I called the company on 10/23/23 four times with no return call. I reached customer service on 10/24 to discuss. I complained about the amount and what I was charged. He only just read the what was on the invoice robotically without answering my questions about the amount and what they charged to to reattach the duct. After the 3rd time repeating what was on the invoice I asked "I guess you're not going to address my concerns and I'm wasting my time right?" He said "have a nice day" and hung up. Knowing that I was not happy with their service this statement was more of contempt not courtesy even though the conversation was cordial.
  I was overcharged about 6 times the normal service run. I also believe they employ bait and switch tactics. I want a refund of at least $310 plus I don't want to pay $12.95 per month. I really don't want these people on my property ever again.

  

  Business Response

  Date: 11/07/2023

  $12.95 per month service plan has now been cancelled. We understand that pricing is an important consideration for our customers, and we strive to offer competitive rates while maintaining the quality of our products/services. Our pricing reflects the value we provide and technical skill for home solutions. During the HVAC system check service technician reconnected supply run. Checked and verified airflow and no air leaks. Checked and verified all electrical components and connections were secure. Checked all electrical readings. Found gas pressure running high and burner components very corroded. Cleaned burner assembly and flame sensor, and adjusted gas pressures. Advised that if gas pressures are ever off again, his would mean that the gas valve is not regulating as it should. Discussed and signed client up for comfy club, and bundled all repairs together. Advised that the outdoor capacitor is very weak, and the condensate pump in he crawlspace is no longer working. Client wishes to wait until the spring to address these issues. System is operating properly, and no further recommendations at this time.

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will accept that they will not charge me $12.95/month.  I still believe I was overcharged by over $400.00 at a minimum.  Their response outlining the services they performed are normal system checks.  These are services all HVAC companies provide when they do routine system checks and they charge on average $120 to $150 not over $600.00.  It only took a few minutes to reattach a flexible duct and they charged over $300.00.  
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 11/09/2023

  We performed a system check found an issue with the unit then made a repair which is stated in the description of work and in the tasks that were charged. On a routine system check there are no cleaning of the burner assembly, flame sensor, and adjusting the gas pressures. There was no charge for reattaching the flexible duct.