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:03/06/2025

  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.

  On 02/22/2025 we observed that our heat pump's condenser's unit fan did not operate.We called Sila, with whom we had a service agreement, and they dispatched a technician.The technician diagnosed the problem (broken fan motor) and also noticed that a disconnect box needed replacement.And here we come to the question of Sila's business practices, which are highly questionable and, probably, are against this state's laws:Sila's tecnician gave us an un-itemized "estimate" for *****+ dollars, where "parts" and "labor" were not spelled out separately and asked for ***** dollars advance for the parts. (The estimate was corrected down later by 10% via applying a service coupon.)The actual cost of the parts was $43 for the disconnect box and $343 for the fan motor, as I found later using a search engine.The staggering difference between $43 and $662 for the box and $343 and $1,479 for the fan motor was never explained. *****All my requests for a truly itemized bill/ estimate were denied by various Sila representatives ("It's our policy").***** Taking into account that the repairs were done in about 1 hour, it is impossible not to question the billing. I have to add also that during his first diagnostic visit the technician assured me that the parts were readily available, and that the repairs would be done in 2 days starting 02/25/2025. Actually, the parts took 7 days to appear.

  

  Business Response

  Date: 04/14/2025

  Thank you for the opportunity to respond to the concerns raised regarding the recent service visit on 02/22/2025.

  
  At ****, we operate on a flat-rate pricing model, which is designed to provide transparency and consistency for our customers. This approach means that customers are given an upfront price before any work is performed, regardless of how long the job takes or if any unforeseen issues arise during the repair. We do not provide itemized parts-and-labor breakdowns, which is clearly communicated during our service process. The benefit of flat-rate pricing is that it protects the customer from unexpected costs and ensures there are no surprises once the job is complete.
  We strive to provide high-end service, performed by trained professionals, and we stand behind our work with a warranty. This includes the use of quality parts, fully licensed and insured technicians, and the assurance that the job will be done to code and with care. Like any reputable business, we must maintain a margin that covers our overheadincluding employee benefits, training, vehicle costs, insurance, and customer supportto ensure we can continue to deliver the high standard of service our customers expect.

  
  The customer was not obligated to proceed with the repair. The price was clearly presented before any work began, and a promotional discount was applied as a courtesy. While we understand the customer's desire to compare the cost of parts online, we caution that retail part pricing does not reflect the cost of sourcing, transporting, stocking, and guaranteeing those parts within a professional installation.
  Regarding the delay in parts delivery, while the technician initially believed the parts would arrive sooner, unforeseen supply chain delays can occur. We regret any inconvenience this caused and did our best to communicate and complete the job as promptly as possible.

  
  We appreciate the feedback and always aim to improve our communication and service. If the customer has additional concerns, we welcome the opportunity to discuss them directly.
  Sincerely,
  ****** *******

  Field Manager

  ************************* 

  Sila Heating & Air Conditioning

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  The response submitted by the business states that "We do not provide itemized parts-and-labor breakdowns, which is clearly communicated during our service process." In fact, it was communicated as a refusal to provide it. The "flat rate pricing model",  used by Sila is, contrary to their response, is counter-transparent. If there were several bids, it could be OK, but in this case we needed our heating system to be fixed ASAP, and found ourselves in a situation when the pricing was completely transparent for SIla, and completely opaque for us.
  They state "Like any reputable business, we must maintain a margin that covers our overheadincluding employee benefits, training, vehicle costs,insurance, and customer supportto ensure we can continue to deliver the high standard of service our customers expect."
  But reputable businesses give customers itemized bills - as, for instance, any car dealership does. The margins are included in labor costs, apparently.
  That is why I found SIla's response unsatisfactory.

  
  Regards,

  **********