Complaints

This profile includes complaints for Calloway & Sons A/C and Heating's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Calloway & Sons A/C and Heating has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Calloway & Sons A/C and Heating

  10064 I-10 Service Rd New Orleans, LA 70127

  
• 

  Calloway & Sons A/C and Heating

  660 Distributors Row Ste G New Orleans, LA 70123-6710

  

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:08/16/2024

  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.

  July 30, 2024 appointment with Colloway & Son to repair/replace a drip pan and other parts to ensure the drip pan would solve the problem to not overflow from condensation. The two men arrived as scheduled 10:06 a.m. I asked did they have a contract. One replied I have the work order. ***** The two men proceeded into the resident and use the stairs to the attic to start work. They came down within less than 30 minutes stating they had to leave and pick up something to complete the job and returned approximately 35 to 40 minutes later and went to the attic. I am in the kitchen area were the ladder is located to the attic. Shortly thereafter one of the men came down and asked for a broom to sweep a very small amount of rubbish that came from the attic to the floor. I said to the *** its okay I will sweep it up when you all finish the job. However he ada***t about sweeping the floor. And less than 30 minutes the second *** came down while the first one was sweeping the floor. Now, I am confused because when the two tech men came out to do the analysis of what need to be done they gave me the impression it would take hours. I asked are youll completely finished? Both said yes, and I started asking questions.( A) Is all the work complete and will the work stop the drip ? Both oh, yes. Are you sure, both replied oh yes. And not completely satisfied I ask the question again, are you sure? I wrote the check to Calloway & Son in the amount over$ ******* and gave it to the Caucasian ***. After the two men left the premises I received a call from Calloways office from an employee by the name of Ms. ***** She informed me that the two men told her that they had informed me that the ** cant be left like that and cant be used for more than 20 minutes and then I have to shut it off. Now I am really puzzled because both men NEVER said anything about a major problem that will prohibit me from using the ** more than 20 minutes. At this time I am really puzzle and cant believe these men would inform the workers at Calloway & Son and NOT provide me with any information as stated earlier not using the **. I was ****** because the temperature here In *********** is over 95 to 100 daily and what am I supposed to do with this heat. Ms. **** was to come immediately to my home the same day July 30, 2024. I later received a call from another employee saying Ms. **** is unable to come and he would come out and talk to me. At this point my health will be at risk from lack of the **. The employee name ******* arrived at 5:20-25 p.m. I invited him in we sat at the counter and I started asking question to him because he was one of the tech that came out and informed what needs to be done. I shared with him what the caller from Calloway & Son said about using the ** for only 20 minutes. He looked shocked but not concerned. Well I am concerned and I reminded him about what he and the other *** had told me what needed to be done to solve the issue regarding the drip pan. He became irritated that I was asking him question because I believe he was there to sway me to purchase a New ** Unit. And I saw where he had charged me for parts to do the job but they didnt use any parts listed on his work order. And to me that is fraud period. After pointing these issues out to ******* he agreed to speak with Ms. **** to refund me. And he left. Later on Wednesday July 31, 2024 I received a call from another lady whom was the ***ager that would issue the check for a refund of $1,000.00 I agreed she asked me do you want to have it mailed, or I can have them drop the check off? I said have them drop it off but let me know when to expect the person. The time has come and gone and each time I call the company and ask is the check ready because I can pick it up > Ms. **** answered my last call on Monday August 5, ******************************** **** said to hold on she will be right back and said Tuesday they will mail the check and she would definitely call me to let me know its mailed. No call so this is why I am reporting because I have to come to the library daily to stay cool and the temperature is getting hotter. I have only 3 fans and it not cooling the house and not sure if I leave the ** on what damages may happen. But most important no one from Calloway & Son has provided me with a written statement, pictures other than what was said February 2024.

  

  Business Response

  Date: 08/27/2024

  Dear Ms.*****,

  Thank you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you have experienced. We understand how frustrating it can be to deal with HVAC issues, especially during such hot weather, and we take your feedback very seriously.We appreciate the opportunity to communicate directly with you regarding the challenges you have faced. Our goal has always been to provide the highest level of service, and it is clear that we fell short in this instance.

  To address the specific points you've raised:

  Service Experience and Communication: We apologize for any confusion regarding the work performed on July 30, 2024. Our technicians should have communicated more clearly about the scope of work and any limitations regarding the use of your AC unit. We are committed to improving our communication to ensure such misunderstandings do not occur in the future.

  Follow-Up and Refund: We understand that you have received the $1,000 check but have not yet deposited it as you are awaiting further resolution on the issues with your system. We respect your decision to hold the check until the situation is resolved to your satisfaction.

  Next Steps and Resolution: As discussed, we plan to schedule a visit to your home once you return from being out of town in three weeks. During this visit, our team will work closely with you to assess the situation thoroughly and develop a plan to repair or replace any necessary components, including the drip pan, to prevent future issues. Our priority is to ensure your system functions correctly and meets your needs.

  We are committed to making things right and will provide a written statement detailing the work to be performed and any additional measures we will take to ensure your satisfaction. Additionally, we will provide any necessary documentation, such as photographs or a revised work order, as part of our commitment to transparency.
  We value your business and are dedicated to resolving this matter in a way that fully meets your expectations. If you have any additional questions or concerns before our scheduled visit, please feel free to reach out to us directly.

  Thank you for your patience and understanding as we work together to find a solution.

  Sincerely,

  
  ******** *****
  Office Manager
  Calloway & Son HVAC

  Customer Answer

  Date: 08/29/2024

  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.
  
  Please see the attached response.
  
  Regards,
  
  ******* *****
  
   
  

  

  Business Response

  Date: 09/24/2024

  We have been in communication with Ms.***** ***** have scheduled a follow up visit with our General Manager to discuss nexts steps. Our visit is scheduled for 10/3/24 for 10am. Please accept this update as a response.