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:10/19/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 contacted ****'s this morning (October 19 at 8 AM) for a service call because my heater was not working. The technician said they would be there shortly. Four hours later, someone called and said they did NOT have my information, but they took it again and the technicians arrived about 2 hours later. The thermostat was not connected at that time because it was being exchanged. Despite this, the technicians went into the attic, said they fixed the problem and that the furnace needed "adjustments" and charged me $125. The heater had failed to turn on by an hour later so I called back. I was told that it was my fault it wasn't working because the thermostat had been removed but despite this, they had "fixed" it. I was also told that I could call back in the morning if it still wasn't working (temps will be 35 overnight).
  
  I called another HVAC service who quickly said the board wasn't working and fixed it. When I called Hall's back to say they were incorrect in their assessment and had charged me for nothing. I was told they would "take me to court" if I stopped payment and to "lose my number, xxxxx." I was also told I could not keep the invoice and that it would be emailed to me, which never occurred.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 8, 2022/11/15) */
  Customer called in before office officially opened, so the call was rolled forward to a technician who took down the information. Once office personnel was informed of the call, they provided us with the basic customer info they wrote down, so we proceeded to contact the customer to ensure we had all of their correct information. When the technician arrived, they still inspected the unit and made some adjustments, but could not test it due to the thermostat being removed by the customer. Our policy for new customers is COD. The customer was still given a discount as they were only charged for 1 hour minimum of labor/diagnostic, the service charge and truck charge were waived. If the customer had informed us they were still having issues after they replaced the thermostat, we would have gladly returned to diagnose it further. Instead, the office was flooded with multiple calls from the customer who only spoke with a hateful tone and told us we were incompetent. We tried to explain the situation, and again, was berated by the customer. The customer called again to hurl insults and inform us she was calling her bank to put a stop payment on the check. We informed her if that's what she wanted to do, that would be fine, but we would pursue collection from her. The customer was not charged full price due to the circumstances, so there was poor communication between all of us. We just agree to disagree based on this experience.
  
  
  Consumer Response /* (3000, 10, 2022/11/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is untrue. I have yet to receive the invoice for the "service call" that I was charged for. I was told a copy would be emailed to me, but this was false. I was also never told I was receiving a discount, which I do not believe. It is also false that they "would have gladly returned to diagnose it further" because one of the TWO calls that I flooded them with was to inform them that my heater was NOT working and they said they would NOT return to fix it until the next day, despite the call being within normal business hours. I am sorry the secretary feels that I spoke in a "hateful tone" but feelings are not facts and taking advantage of customers by charging them for service that wasn't provided and cussing at them isn't justified because you felt I had a "hateful tone".

• Initial Complaint

  Date:09/12/2022

  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.

  Halls was called because the ac unit they installed in 2012 and maintained yearly afterwards, flooded a closet and partial room. They came out mid July to clear the ac drain line and charged $300+ to blow air thru the line and pour some cleaner down it. Then about two weeks later first part of August, the unit stopped cooling and they came out and discovered the outside motor was failing and replaced it ( just the motor was replaced ) nothing else was checked or done at this time, the charge was $400+ for this. Then about two weeks later September the unit quit cooling yet again. We were fed up with the constant expense, so we called another company. This company came out and checked the unit and discovered low Freon and a undersized capacitor for the motor halls installed was the issue. The technician told us they should have never Installed the newer bigger motor without replacing the capacitor as well. It was undersized for the motor installed and was not allowing the motor to speed up properly. This was eventually going to cause the brand new motor to burn up and fail. This cost was an additional $200+ from a different company to get the unit running properly. Halls seems to be preying on the elderly and taking advantage of them along with extreme price gouging. This company should be investigated for their terrible services and taking advantage of the elderly.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 11, 2022/10/11) */
  The customer had 2 different issues, which is why there were 2 invoices. Initially, the drain lines were clogged with residue related to lack of proper maintenance. Customer should be adding clorox tablets every 4 - 6 weeks to prevent this from happening again. The next issue with the AC was related to a bad condenser fan motor. The capacitor was replaced at the same time as the fan motor, and was the correct size. Just because another company said that was the issue means nothing, that's only hearsay. The customer should have called us if they were still having an issue because it's possible the part was bad, which would have been covered under warranty, but since they opted to call someone else, that is out of our control. We also cleaned the coil because it was very dirty and was causing the head pressure to run too high. Standard maintenance that was neglected by the customer resulted in all issues encountered during the two service calls.
  
  
  Consumer Response /* (3000, 13, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We were paying for a maintenance contract which the company was supposed to come by and maintain, clean coils check and clean drain lines. The capacitor was not replaced at the time of the motor. Just the motor, therefore this was not hearsay by the other company. We'll no longer be using Halls for any future needs.