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:08/17/2023

  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.

  We have two new HVAC systems that were installed by this company within the last year. Our downstairs system was installed in November 2022. We realized in March 2023 that it was not cooling well. Since then we have had 13 technician visits that have included replacing broken major parts on a brand new system.
  
  We’ve been told twice that we would have a manager come to our house. That has never happened. The last technician visit was a few weeks ago and we were told the next step was to have a representative from the manufacturer (Goodman) check out the system. We’ve heard nothing since.
  
  We’ve left three messages for managers that have not been returned. After a few more attempts I finally talked with the office manager. I had talked to this man before, probably four weeks prior to this conversation, but he told me he had no idea our issue had escalated to this point.
  
  How is that even possible? Thirteen technician visits on a brand new system and no one knows there’s a major problem?
  
  This problem was identified in March and we have been living with inadequate AC for four months and the humidity in our house is so high that our food is going stale.

  

  Business Response

  Date: 08/18/2023

  Manufacturer is visiting the customer on August 24th at 9am to evaluate the equipment. They will advise on the next steps afterwards. 

  Customer Answer

  Date: 08/24/2023

   
  
  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,
  
  
  
  *** ********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:07/31/2023

  Type:Product 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.

  I was charged for a duct cleaning on 1/23/23 that took place on 1/24/23 for the amount of $892. When I arrived home the evening of 1/24/23 to inspect the job they had done I was left with an incomplete cleaning, one of the return vents was not touched, along damage to my property and debris to clean up. The damage included chipped counter top in the upstairs full bath, damaged wood trim around the attic access door, and bent air vents with dust and debris from drywall around the vents. I placed several calls and spoke to a receptionist about my complaints and wishing to cancel the club membership. I never received any communication back until I filed a charge back with my credit card company. After that I received calls from **** with the company. Not once was I ever offered an apology and when I expressed that I felt like I've been scammed and lost trust with them, he just stated the company is reputable. **** requested pictures of my claims of and he stated he would have a contractor contact me. I sent what was requested and again no one from the company ever called and my chargeback went undisputed. On 6/26 I received a text from *** with the company saying it was ***e to schedule my club visit. I replied with my my membership should have been canceled months ago. The reply back was I believe you are correct and will double check its canceled. When reviewing my credit card statement in July I had been charged monthly for the club membership. I called again on July 27th to cancel it and request reimbursement for this and previous months. **** told me I never expressed that I wanted it canceled therefore I would not be reimbursed and I had an outstanding balance of $900+ for the duct cleaning. I asked to speak to someone above him. He said he would email his supervisor **** and would be contacted. **** has yet to contact me and **** refused to be of more help. I still have yet to hear back from the company. There are many more details unable to be included.

  

  Business Response

  Date: 08/01/2023

  Worked with the customer today to resolve our mistake. We are removing the balance on their account and refunding back the comfy club payments for 2023. Our contractor will also be scheduled to fix the chipped counter top and damaged wood trim. 

  Customer Answer

  Date: 08/07/2023

  
  
  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,
  
  
  
  **** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:02/09/2023

  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.

  My wife and I hired Fayette Heating and Air to perform some repairs on our heat pump systems in October of 2022. At the time of service, the technician told us the repairs weren't covered by the manufacturer's warranty, so we paid full price for the repairs. Later on, though we discovered that a parts warranty was in force during the time of service.
  
  When I contacted Fayette Heating and Air about this, they issued refunds in the amount of $25 each for two parts covered under the warranty ($50 total). I have been told by other HVAC companies that the parts cost more than that, though (in the range of $40-$60 each). When I asked Fayette Heating and Air about this, they refused to say how much the parts actually cost. They also refused to provide any documentation (price list, invoice, etc.) showing the value of the warranted parts.
  
  My concern is that the company may be crediting me (and other consumers) less than the actual value of the warranted parts and pocketing the difference. If the manufacturer provides a $50 part for warranty service, the entire $50 should go to me (as the owner of the warranty). Fayette Heating and Airshould not get to decide independently how much of the warranty value goes to me, and they should not be allowed to keep any of the reimbursement provided by the manufacturer for warranted parts.

  

  Business Response

  Date: 02/14/2023

  We received no reimbursements for the warranty parts on this job from the manufacturer. Parts replaced were Capacitor, Dual Run, 35/5 MFD, 440 V, 50/60 Hz Round (product # ***********) $8.54 and Contactor, 24 V, 30 A, 1 Poles (product # *************) $7.72. We gave $25 each for both parts, which is both above their cost, as a sign of good faith to the customer for having a warranty issue through the manufacturer we provided. Any other questions or concerns please reach back out. 

• Initial Complaint

  Date:09/13/2022

  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.

  On Saturday, 9/10, the pilot light went out on my water heater. I called Fayette Heating and Air to send a technician to check out the water heater. I’m a member of the company’s alleged “Comfy Club”, which promises priority and prompt serve regardless of weekends or holidays. I was told that they could not send a technician until Tuesday, 9/13. The company charges $12.95 per month, charged to a credit card, but the company does not provide prompt or priority service. The company should be forced to refund consumers the cost of the program or provide the service.

  

  Business Response

  Date: 10/12/2022

  Apologize by the mistake on the original call. Call center agent should have booked the call correctly for 9/11 per the request of the customer. We do promise priority service to club members on weekends and holidays. Anything after hours requires emergency only, which a water heater not working qualifies as an emergency. We did get out there to fix the water heater at 2pm on Sunday 9/11 as originally requested so appreciate our dispatch team making sure that the original request was handled in a timely manner. Sorry again for the miscommunication and will continue to do whatever it takes to help our customers.

• Initial Complaint

  Date:08/29/2022

  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.

  On 5/6/22 I purchased a new HVAC system, including a new condensation pump, for $7,600. When I arrived home on the evening of 8/25, my AC was not working and the thermostat was reporting an error. A technician was sent out that night, and "fixed" the problem (the problem being an overflow of condensation in the pump, causing the float to trigger and shut off AC power). Before he left, he showed me a photo of the condensation pump, stated that it was too small for the system we have, and that he would have to speak to his manager. No follow up was made. Upon my arrival home the evening of 8/26, the AC was again off, producing the same message. A technician came today, and stated the issue was due to the condensation pump that was installed improperly. Earlier in the conversation I mentioned that the AC was having a difficult time keeping up with my desired temperature for about 2 months (an issue he agreed would be caused by the faulty pump) and noted that we began to notice a musty smell around the same time. I asked him to check for mold on the coil due to the smell. He came back with a photo of a patch of mold inside my duct by the coil, and stated the only way to resolve this issue was to purchase an air scrubber for $1447, or save 20% by signing up for a club membership for $12.95/month. I asked him why I would have to pay $1500 to resolve an issue (mold) caused by the build up of condensation in my ducts due to a bad pump they put in, in which he shrugged his shoulders and offered to spray a chemical on it that "probably wouldn't fix it because once the mold is in there it spreads". I called the company to speak to the manager and spoke with Alex, I explained the situation and stated that my child has very bad asthma, is very allergic to mold, and had an exacerbation just a week and a half ago, which I'm sure is in connection to this issue. Alex was very condescending and only resolution was to waive the $12.95/month fee for a year to qualify for the 20% off.

  

  Business Response

  Date: 10/11/2022

  Reached out to the client to set up appointment yesterday to replace the lowboy condensation pump with a regular condensation pump. Install a Goodman UV light into the supply plenum. Disinfect the evaporator coil and supply plenum and make sure there's no organic growth on the coil or plenum. Also performed duct cleaning. Manager will reach out to client today to make sure everything is perfect and performing well.