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:12/16/2024

  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.

  We have a service contract that we pay for service of our home and shop heating and air systems that was serviced 9/09/2024. After a visit to my Dr. for bronchitis he insisted I use my humidifier of which triggered that I had not heard my humidifier come on as is very noticeable when draining. I turned the heat on, let the furnace run and cut off and noticed no response to the humidifier. I turned the dial to the humidifier to various setting to no avail. I then called Prudential and an agent came and said the problem was owner error. The filter for the humidifier was dry which is a sign that the humidifier has not run since Prudential service. I talked to ***** of the service department to no avail other than for every response by me to correct the problem I was met with something I did wrong. I should have to do nothing to operate our furnace other than set the thermostat. We have spent over 10,000 with this company since 1998 with never a problem until now. Prudential is the only service agent for ****** systems in Louisville, Ky., Which is a monopoly.

  

  Business Response

  Date: 12/17/2024

  On 9/9/24, Prudential performed the pre-scheduled maintenance on **. *****' furnaces and humidifier.  Everything was working properly when we left his home. 

  On 11/20/24, he called us to come out with the issue being that the humidifier was not turning on and water was turned off to the humidifier.  When we arrived, we discovered the reason the humidifier was not working was due to the way **. ***** had adjusted the humidistat dial as he mentioned in his complaint.  We adjusted the humidistat to the correct setting, confirmed the operation of the humidifier and verified that is was draining properly.  We provided a 10% discount to the service call as part of his Maintenance Value Plan agreement, bringing the total to $89.10.

  These charges are valid and are a direct reflection of the service we provided to **. *****.

  In response to the ****** comment, there are dozens of ****** dealers in the Louisville market and even a ****** store here locally, so I am not sure where the comment about a monopoly came from.

  Thank you.

   

   

  Customer Answer

  Date: 12/19/2024

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

• Initial Complaint

  Date:10/25/2023

  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.

  prudential heating and air whose commercial says we are not satisfied until you are satisfied. ****! They sold me an air conditioner which they put on my third floor roof even though I susggedted putting it on the second floor deck roof with the promise that they would service it. I paid for my service contract and last year they did serve it. Now all of a sudden they are afraid to go up on that roof the same way they did last year. Now they are saying they do t want to put their employees in danger. I wouldn’t want that either but then why did they put it up there in the first place. I’m reporting them to better business bureau for misleading sales pitch. I think they need to follow through with the contract to service this air conditioner! They offered to refund the maintenance contract but that doesn’t fix the need to service the equipment they installed

  

  Business Response

  Date: 10/26/2023

  When we originally proposed the replacement of this air conditioner, our project manager discussed moving the air conditioner to the ground level where serviceability would be much easier.  The cost of moving the electrical circuit and re-running the refrigerant lines became a deterrent and both parties agreed that it made sense to leave the unit on the roof.  Since we were unable to provide the maintenance services, we have refunded the Maintenance Value Plan in full.  Should the homeowner be interested in having this unit serviced in the future, we will need certain safety measures for the safety of our people.  This has been discussed with the homeowner.  Provisions would include an access hatch, a mechanical lift or a chicken ladder for the 12/12 pitch roof.  

• Initial Complaint

  Date:07/20/2022

  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.

  Prudential stated they would come out to solve a heating/cooling issue with my house. They said they would send someone out who could figure out what was going on and quote me on costs to resolve my reason for calling them. A man came out 7-18-22 and poked around my house for a few hours. When he was done collecting information he told me that he recommends a course of action but that someone from the company would call me and schedule someone else to come out and quote me on the problems I am having which is really what I wanted them to do in the first place, and they knew that. Begrudgingly I paid him $148 with the spoken promise that someone from his office would call and schedule for someone to come out and quote me on how they would fix my issues.
  
  Someone from the office did call me the next day and stated that they wouldn't have anyone available to do the work for 2 months. I told him I just wanted someone to come out and tell me how they would approach solving my heating/cooling problem and how much they would charge. He then got very petty and told me to call the company who installed my ac unit. He stated that they had given me a bid for that and complained that I never called them back, which is true, I went with a different company because the price was better. But that was months ago and a separate issue.
  
  Basically the service guy told me that they would come out and give me a full report. But when the man called he deflected and stated they couldn't get work done on my unit for 2 months and tried redirecting me to other companies for the work. In my mind, I payed the $148 to the service guy because someone was going to come out and give me a full report. The man who called made it as difficult as he could to get this "free" report that the service guy told me they would do.
  
  I'm very unhappy with this service and feel wronged. I feel that because I didn't go with them on previous service they took $148 from me and basically told me to deal with it.

  

  Business Response

  Date: 07/20/2022

  We were called on 7/12 and scheduled a service call visit for 7/18 under the pre-tense that the 2nd floor unit was not keeping the upstairs cool.  This is a very common occurrence this time of year and often times our service technicians are able to fix it with refrigerant or parts.  In this case, we evaluated the system and determined the reason that it would not keep up is due to undersized return duct work.  The $148 was a reflection of labor charges on this service visit.  

   

  When the project manager called the next day, he mentioned that we would not be able to do the work for a couple of months due to the backlog of work we currently have with these extremely hot temperatures.  This is something we try to address early to ensure that we are not wasting our customers time if they are not willing to wait for an extended period of time.  The reason we recommended calling the company that installed the system is that they have a responsibility to install the system correctly to provide adequate supply and return duct work along with the working equipment.    

   

  We do offer FREE proposals for replacement work, but the initial explanation of the work that was needed fit very well within a normal service call request, which is billable.  There is no correlation between our prior interactions and this service call.  We were called for a service request, honored the request and charged appropriately.  

   

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  
  
  
  Literally all I wanted the entire time was to get a quote on the work to be done to fix my system. I'm so glad I met the parameters to be billed, because that is clearly what this is about to Prudential. All I wanted was an expert to come out and give me an explanation of how they would fix my problem and tell me how much it would cost. Why is that so hard for you? I was willing to accept paying the $148 because the service man stated that the next guy who came out is the ONE who would give me an estimate, and he literally stated 'oh don't worry the next guy won't charge you'. The next day I get a call where the guy immediately launches into the fact that they wont be able to do work on my house for 2 months. After he touches upon that I say that's not acceptable, because it isn't. He starts talking about building materials.... I DON'T CARE ABOUT THAT - AGAIN - ALL I WANTED WAS A SMALL REPORT AND A QUOTE.

  I don't care if work takes place in 2 months or 4 months. As long as someone gives me a good rate and fixes my heating/cooling problem. He then brings up how I should call a different company at this point I'm flustered because I feel like the basic impression from the call was that they don't want to work with me and I felt the guy on the phone was being ultra petty.. Honestly I just feel blackballed for no reason that I am aware of. Just listen to the call. He will deflect, of course, because he clearly felt like he was in the right in our phone interaction. I did call him an asshole, for which I am sorry, but in my defense, he was being one.
  

   

  So I'm happy that prudential has cleared itself of any wrong doings. But this is a bizarre situation, I've never had an issue like this with a company in my entire life. Very let down by this company. All I needed was an estimate for the job. I haven't written any bad reviews we can still turn this around if you care enough.
  

  
  
  
  Regards,
  
  
  
  ****** *******