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:03/01/2023

  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.

  I was referred to High Efficiency (HE) to remove and reinstall my existing Minisplit Heat/AC System during a community-wide construction project, by the General Contractor. I didn't really have a choice since that's who he had contracted with for all the "new minisplit" installations. I have had nothing but problems with HE after the original quote was done:Their office charged my credit card on 2 different occasions without my permission. Their office had to reschedule the re-installation 3 times when the first tech got hurt, the second tech couldn't do the job until the electrician did theirs, and the 3rd tech and electrician were finally sent at the same time to install and test.While I was on vacation, they ran the new piping and electrical wires and placed the unit in the WRONG place on my deck - without discussing it with me. My unit had been placed up against the building for the last 5 years, they placed it perpendicular to the building and at least 18" out from the building, which takes up too much space! When I got home from vacation and tech #2 showed up I expressed my displeasure with the location and he said "there's nothing we can do, it's done". We called the office that same day together about no electrical and I told them it was I'm the wrong place and was told the same thing. So, I called and asked for the owner - *****. He was never available. I was looking to get it moved or get a discount on hid billing since the job was not done right. I emailed *****, he did not reply until I called a 3rd time and insisted I speak to him. When he finally replied via email, he was ****, disrespectful, and told me it was done. The 3rd tech had told me it could be moved, so I continued to email ***** to request, and then insist, he move the outside unit. When he finally called me, he was arrogant, told me there would be a charge to move it back to its original location and I would have to pay for it. He started quoting "building codes" and treated me like I was completely an idiot. I still have had no resolution - BUT HE told me they closed my job and payment was due 100%. This is unacceptable. I was only asking for 10% off or the unit moved. HE never offered any discount, never apologized for not contacting me about the location first, or the way I was treated - he actually had the nerve to tell me he speaks to everyone the same! Now that the siding has been installed on my building I don't believe the option to move the unit still exists, so now I'm looking for a bigger discount - 25%. I'm holding out the remaining $471 I owe HE until this is settled. I am extremely unhappy with the whole process, their office staff and the owner. Please help. Thank you.

  Customer Answer

  Date: 03/12/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/28/2024

  We sincerely apologize for any miscommunication that *** have occurred during the reinstallation of your pre-existing outdoor unit. We strive to provide exceptional service and will make sure that we provide better communication moving forward. We have credited your account for the remaining funds and again apologize for any miscommunication. We appreciate you working with us! 

  Customer Answer

  Date: 04/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business more than a year after the work was done!  and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************