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:12/27/2024

  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.

  This business claimed it would provide a cost of services provided and an estimated cost of repair for my $599 diagnosis. Ive received neither.

  

  Business Response

  Date: 04/30/2025

  Customers concern was our pricing. A detailed email was sent prior to the arrival of our technician. Prices were also reviewed with our service manager after the fact. Customer felt our price structure was too high and told us he would not continue to be a customer. We confirmed we will be here for him and his repair quote is valid for 30 days from the date written.

• Initial Complaint

  Date:05/28/2024

  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.

  In May 2023, I bought a townhouse at ******************************************************. It has central air system that was last serviced a year prior and was working perfectly through a very hot summer of 2023. We last used the ** in the fall of 2023. When we turned in on again it was working, but on 05/21/2024, I started receiving error alerts on my phone app from HV** system. I immediatelyshut the ** off and called the company that had serviced the system for the prior owner - Central Cooling & Heating (CC&H) for an appointment. On 05/22/24, after inspecting the system, the technician told me that the *** was low and there may be a very small leak (about 1lb a year) which wont affect the ** performance. He said he will add more refrigerant and the system will be ok, but that, at some point in the future, I will need a leak check. After adding refrigerant, he said everything should be ok and had me turn the system on. He determined that the system was working properly and gave me an invoice for $1693.21 that I paid. The ** unit is on the top floor (3rd ). 5 hours later, I noticed liquid dripping from the 1st floor ceiling and recessed lighting directly under the HV**and water stains on the ceiling along the ducts. I shut offthe system, called CC&Hs emergency line and scheduled an appointment for the morning. On 05/23/2024 the same technicianarrived with a manager. After a brief inspection, the manager told me the technician should have never had me run the ** unit as it was clear that the coil was faulty and the heat pump outside was too corroded. When I said that I wanted CC&H) to refund me $1693.21 for an inspection that failed to diagnose the problem and useless or, rather, harmful services of adding 4 lbs of the refrigerant and 2) to pay for the repairs to my ceiling, he responded that everything was done correctly from a "diagnostics standpoint" so those chargers were fair, but that they will have someone paint over the water damage (nobody has contacted me yet).

  Customer Answer

  Date: 06/08/2024

  I have not heard from the business in response to my complaint. After they emailed me trying to sell me a new HVAC system, I reiterated my complaint and they have stopped responding. They had a third party and schedule repairs to my property, but have not given me my money back.

  

  Business Response

  Date: 06/19/2024

  We made a service visit for no a/c on 5/21/24 due to a blower motor fault. We found the blower working on arrival with no active fault,  system had been leaking water and had refrigerant issues. Our technician recommended adding refrigerant, leak checking, and further troubleshooting. The customer approved adding the refrigerant but after adding the refrigerant it was clear that there was an additional problem that needed investigation. The homeowner declined to have us fully complete the additional troubleshooting that day because he had to leave and wanted to reschedule at his convenience.   After our technician left the homeowner continued to operate the system and it leaked additional water damaging the ceiling. We returned the next day 5/22/24 and performed the additional troubleshooting that was recommended the previous day at no cost. During that visit we verified the *** valve was failed which is what causing the water leak and water was leaking onto the blower motor. Since the *** was bad, the blower motor had water damage, the indoor coil was in poor condition, how much the cost of the repair was going to be, and age of the system we recommended full system replacement as a better option.  
  The customer extremely upset and blamed us for the water damage to his ceiling because we did not tell him not to operate it and we only told him that it still had issues that needed further investigating.  As a means to resolve the matter with him we paid to have the damaged ceiling repaired and waived the charges for the additional troubleshooting. 

  Customer Answer

  Date: 06/24/2024

  
  CC&Hs response is plainly misstating the facts. I hope that the rep and the manager referenced below will not do so under oath in court if my future action under MGL c.93A(9) MA Consumer Protection Act ends there. 
  
  The technician did not offer fully complete the additional troubleshooting that day. In fact, he said that the system can be safely run for now but, as clearly reflected on the invoice I attached, will need a leak check eventually.  The same day and eventually are not the same thing.
  
  The homeowner declined to have us fully complete the additional troubleshooting that day because he had to leave and wanted to reschedule is untrue, as no further  troubleshooting that day was offered other than the eventually needed leak check.
  
  We returned the next day 5/22/24 and performed the additional troubleshooting that was recommended the previous day at no cost is untrue.  The system started leaking water within hours from the first visit and I called the CC&Hs afterhours Emergency line (and my relative also reached them on ******** while we were waiting for call back attached is a screenshot) and, once they called back, we scheduled an appointment for the morning.
  
  In addition, when on 05/23/2024 the same technician arrived with a manager, the manager, after a brief inspection, told me that the we should have never had you run the ** unit the day prior as it was clear that the coil was faulty and the heat pump outside was too corroded.  He agreed to have the ceiling painted.
  
  Waving the charges for additional troubleshooting as means to resolve this matter is unacceptable, as these charges were caused by defective CC&Hs defective service.  Paying for painting the ceiling confirmed that  the manager who agreed to do it admitted that CC&Hs liability.
  
  I continue to demand that CC&H withdraw/refund the $ ******** they charged me for an inspection that failed to diagnose the problem and for useless or, rather, harmful services of adding 4 lbs. of the refrigerant.

   

  Regards,

  *********************

  

  Business Response

  Date: 08/13/2024

  We credited the customers CC on 7/3/2024 for $1,623.21

  This complaint is settled as far as CC&H is concerned. 

  Customer Answer

  Date: 08/14/2024

  [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 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,
  
  *********************