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:05/13/2025

  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.

  Very disappointing customer service experience. I went with this company because of all the adds I hear on the radio. I was having an issue with my AC unit coming on. Tech arrived early evening May 1, 2025, and I explained that I changed the thermostat during the winter. Was able to get the heat working but never tried the AC and it was not coming on. Tech said he would take a look. I had to leave the house, but my mother-in-law remained for the repairs. Roughly 2 hours, I return home, and tech is still there. The first thing the tech says to me is, you have a **** system, and I am not very familiar with the **** systems, so it is taking me a little longer than normal. If the tech was not familiar with the system he was working on, he should have not worked on it at all or called someone to come that knew the system! This was concerning. So, after the tech explains that he switched out a blown fuse and had the thermostat back on, that he would have to return with more time to possibly replace the board in the AC and possibly change the thermostat and call **** tech support to walk him through the repair and someone will reach out to schedule. Tech left the house with no AC repair but was still charged $511. I knew about the $99 diagnostic fee, but nothing was really diagnosed correctly, and it was $412 to replace a 5/10-dollar fuse. The tech left Thursday night. Friday comes, I call for a follow up, was told my message would be left with the office. Weekend goes by, nothing, Monday comes around. Still nothing. Tuesday, I call and ask to speak with a supervisor. Finally get a call Tuesday evening to be told they were working on a quote. By this time, I hired someone else to come look at it. I asked about the fuse price and was told I was charged for the wrong part and would be refunded $250. So, if I didn't call, then who knows when I would have heard from someone, and they would have just kept the overcharge if I didn't bring it up. I would like a full refund

  Business Response

  Date: 06/12/2025

  BBB complaint number ********
  
  The customer initially contacted us and wanted us to walk
  him through repairing his system on ******** without letting us come out. That
  is not a service that we offer so he opted to have us out to diagnose his
  system. When we arrived we found that the customer, like many other people
  tried to replace the thermostat him himself and made a mistake. This time it
  was a very significant mistake. He replaced a communicating thermostat with a
  standard 24 V thermostat. My technician knew that we had to replace a fuse
  however, this sort of troubleshooting is unprecedented because we don’t know
  what kind of damage this would cause so it did take significantly longer for
  our technician to attempt to work through the controls in the system without
  having the specific communicating thermostat on the wall. Thankfully, for the
  customer, we use upfront pricing so he only pays for the repairs that he agrees
  to. Currently, we replaced the fuse to see if we saw anything else that we
  could find without putting on a thermostat that was specific to the
  manufacturer. The supply house had closed by the time we got to the customers
  house in the evening so tech support was unavailable and we were unable to get
  the part at that time and we didn’t have pricing for a very specific control so
  we needed to get a quote together. At this point, we were in a holding pattern
  and we’re working on a quote for the thermostat on Friday. At this point, we
  charged $99 to diagnose the system and $412 to insert a blown fuse AND look
  for low-voltage shorts throughout the furnace and air condition and to check the wiring in between. Simply paying that much for a fuse off of a shelf would be exorbitant if it were not accompanied by a service. We did everything we could do up until that point. I can see from the notes
  that we have already spoken to Mr. ****** and provided the quote and offered
  him a discount off of the repair. At that point, he stated he did not want us to
  replace his thermostat so we refunded $250 from the work that we performed, not
  that we overcharged him for it, but rather because we did not get the price
  quick enough to provide the best service in our mind. Unfortunately this was not like a normal situation
  when everything was working properly with all of the right components and
  something stopped working. This situation was that the customer inserted a
  completely foreign part that speaks a foreign language that did not belong in
  the system and potentially could’ve create more failures in other components,
  which is why it took so long for us to go through the system as best as we
  could without all of the right components installed.  I believe we have acted fairly on both of our behalf's.  We have even offered a 6 month membership to our maintenance plan so we can show him that we care and can provide a better experience than his original one.  This would also help ensure that his system is working properly and reduce his energy costs with extending his equipment life.  We would love the opportunity to create a better experience if the customer would allow us to.

• Initial Complaint

  Date:02/18/2025

  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.

  Unbelievably disappointing experience. I chose this company based on their reputation for honest repairs, but that was not my experience.
  
  The technician arrived, asked me what I thought was wrong, and when I mentioned a possible leak (based on other technicians’ opinions), he did nothing to verify it. He claimed it was too cold to check the refrigerant, said I needed a leak test ($400 initially, then quoted $500), and suggested waiting until April. Despite performing no real inspection, he charged me $99 for a "diagnosis"—which was just repeating what I had told him.
  
  Other companies reviewed my system for free, but this technician assumed the issue without checking anything else. When I called to clarify, the company continued to mislead me. The invoice stated the fee was for a diagnosis, yet no actual work was done. I was also falsely told the fee could go toward repairs, but the invoice later contradicted this.
  
  To make matters worse, the supervisor claimed the technician had used equipment on the system, which was untrue. If the technician couldn’t check the refrigerant due to the cold, how could they claim a diagnosis was performed? It felt like a complete scam—charging me for an assumption rather than an actual assessment.
  
  The company promotes itself as honest and customer-focused, but my experience was the opposite. They failed to provide any meaningful service, misrepresented their fees, and left me feeling misled. I have worked with other AC companies that took the time to properly diagnose issues before charging anything, making it clear that this company’s approach is not standard practice.
  
  Had the technician at least attempted a basic inspection beyond my own statement, I might have understood the charge. Instead, I was left with nothing but frustration and unnecessary costs. No transparency, no accountability, and certainly no trustworthiness.

  Business Response

  Date: 02/25/2025

  Hello,

  We have already spoken with the client about his concerns and they have been completely resolved.  This was a request from our client to check out his air conditioning because it was not cooling on 2/16/25.  They said they would prefer to repair the system vs replace it and that is what we specialize in.  We came out to service our client on a Sunday per their request and was aware of the $99 fee.  When we arrived we realized this was not a special system that was able to operate in low ambient temperatures so we did not turn on the system in fear it could damage the components.  We offered to perform a leak search which is what was told to them by another company whom recommended the replacement without a leak search.  The client declined the service so we collected the $99 and went on our way.  

  The next day we heard from the client expressing their dissatisfaction with our service and through a series of phone calls we offered the $99 diagnostic fee back and we are planned to check out the entire system once it gets warmer.  At the end of the call we each understood the other person's perspective and we were able to mutually agree on the outcome. We are happy to be able to come to an agreement and we look forward to serving our client in the future!

  Customer Answer

  Date: 02/26/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********