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:04/23/2024

  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.

  Mr ********************************************* LLC, was referred by a friend as it was time for maintenance on my a/c. I did not have any cooling issues. He came on 3/26/24. He serviced the a/c for approximately 20 minutes, came inside and started that the unit was good. He returned to the A/C and i assumed he had finished. Approximately 10 minutes later he asked me to come to the A/C. He told me that he needed to add 2 lbs of freon at $90.00 per pound. He also stated that the contactor was making a loud noise and needed replacement for $175.00. (Said I would replace later.) Stated if it goes out, I would not have cool air. I Went out of town and returned 3/31/24. I turned air on for the 1st time since serviced and it was not cooling. I thought that was due to the contactor not working.I called Monday 4/01 and left voicemail. Mr ********************** called back stating he could come over immediately. However I was out of town again and stated it would take about an hour to meet him. Stated his wife had doctors appointment so we scheduled for 4/02/24. He arrived, checked the unit, called me by phone to come to the back. He started all the Freon leaked out of the unit and the Terminal on the **mpressor had blown. He then proceeded to tell me I needed a new back unit. The cost of around $4500.00. He could help me get financing, and would take care of me. I was in shock. I was crying. I told him my A/C was working prior to his service and I needed to pray over that.The following morning at 6:35, I got a text that He wanted to come and do a pressure test because the Freon should not have leaked out. I no longer trusted him.Days later I had another A/C ** come out. He tested the system. The compressor had not blown, and pressure tests noted no leaks, and said he could find no reason for all the Freon to leak out. Total paid for his services were $1239.12. Approximately $750.00 of that fee just for Freon needed to get my A/C working. He was sent a text on 4/11/24 for total paid. He has not responded.

  

  Business Response

  Date: 04/24/2024

  Subject: Resolution of BBB Complaint Ref: *************************, CRN: 21615239
  Dear Ms. ******************** a member of the BBB with an A+ customer rating, we take all feedback seriously and strive to resolve any issues promptly and fairly.
  Upon reviewing your account of the service provided on 3/26/24 and subsequent interactions, we would like to offer our perspective:
  Initial Service Visit (3/26/24): Our technician conducted a comprehensive maintenance check-up. Additionally, added 2lbs. of refrigerant, reattached a thermostat, and inspected the ductwork in your attic as per your request. This visit lasted approximately 1.5 hours. During this visit, we also observed a loud noise emanating from the condenser and provided a quote for the replacement of the contactor, which you opted to address at a later date. We explained that if that part went out, you would be without air.After completing our services, the system was cooling properly. In fact, you asked that the system be turned off; stating you were cold.
  Follow-up Visit (4/2/24): Upon receiving your call regarding the system not cooling, we promptly scheduled a follow-up visit for 4/2/24. Despite our best efforts, adverse weather conditions prevented us from conducting a comprehensive diagnostic assessment. However, based on the loss of refrigerant and our initial observations, we mentioned that a blown terminal in the compressor could be a contributing factor. We also outlined potential options for resolution should this be the case. For the record, we did not recommend changing the Condenser. Older condensers require complete system changeouts (Inside/Outside units) with the newer refrigerants. You stated that we offered to replace an R-22 condenser, thats not correct.
  Subsequent Attempts to Return: We regret that despite our willingness to return and perform the necessary diagnostic tests, we encountered difficulties in gaining access to your property. Despite multiple attempts, we were unable to complete the diagnostic process. You refused to allow us to return and perform the tests. This was an unusual customer experience for us; **********************, L.L.C.  was highly recommended by your friend, our valued customer because we operate with professionalism and integrity.
  Regarding your request for a refund, we understand your disappointment. However, we regret to inform you that we are unable to offer a refund for the services provided. The charges incurred accurately reflect the time, materials, and expertise invested in diagnosing and addressing the issues with your HVAC system. We stand by the integrity of our work and believe the charges are justified based on the services rendered.
  We hope this provides clarity regarding the services provided and the circumstances surrounding our visits to your residence. Please know that we are committed to customer satisfaction and are here to address any further questions or concerns you may have.
  
  Best regards,
  ****** Forest
   Forest Air L.L.C.
   Owner
  ************
  We put our energy into saving yours
  
  

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
   
  

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  1-Forest Airs response stated that we had a conversation about an R-22 condenser. That is incorrect. There is and was no problem with the condenser.

  When he returned on 4/2/24 to check the unit because it was not cooling, he stated that the terminal on the compressor had blown and all the Freon leaked out and that I needed a new back unit. He also gave me an estimated price for the unit and offered to assist me with obtaining financing.

  
  

  Addressing numerous attempts by Forest Air to recheck the unit.

  2-The following day 4/3/24 at 6:53am , I have a voicemail from Mr. ********************** stating that he needed to come out and do another assessment on the system, because it should not have ran out of freon like that. I did not respond to the voicemail because that contradicted what he had said the day before.

  3-On 4/4/24 in the morning I received another voicemail from Mr. ********************** stating that he wanted to do a pressure test on the system. He also stated that he was in front of my house and was wondering if I was home. However, I was not home and with this action, I felt very uncomfortable utilizing his service. 

  (How do you go from saying the unit needs replacing to needing to be reassessed)

  
  

  4-I hired another AC contractor and his initial visit was 4/6/24. This is his summary statement of what was happening with my AC unit. 

  (Forwarded copy with initial complaint to bbb)

  He states up on arrival Saturday we determined that the system was not cooling. It was totally out of Freon. Customer (me) advised that prior HVAC stated it had a blown terminal lead at the compressor. We did pressure test on the system and it held at 320psi. The terminal lead on the compressor is Not blown. We advised customer what she needed to do to get back up and running. We came back on Tuesday to do the repair. Upon arriving three days later, the system was still holding pressure. We pulled vacuum, recharge system. System cooling properly at this time. We changed out 2 pole contactor that was making loud noise.

  In summary, Mr. **********************, I do not know HVAC technology which is the reason I wrote down what you stated was the problem for my unit not cooling. That was the terminal on the compressor blown and all the Freon leaking out. I am not understanding why you would state we discussed anything about an R 22 condenser.

  My a/c was working prior to your initial visit and did not work after you left.

  It was repaired and is working great.  I thank God that I did not take your suggestion to replace the back unit. Paying an additional $1230.00 dollars plus the $405.00 paid to ForestAir was a lot less than the estimated $4500.00 quoted me for a new back unit.

  However, truth always wins prevails.

   Im looking at other options for settlement.

    
  

  

  Business Response

  Date: 04/29/2024

  We stand by our original response and no further action will taken. Thanks