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:06/23/2025

  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.

  I had S&L prime replace my working HVAC system with the so called high efficiency system on June 2023, within few months it started malfunctioning in October , Ive reported the problem but it took four months for them to find that the faulty coil is the root cause and during that four months the heat pump was running on auxiliary heat which ended up in huge electric bills and after continuous follow *** they finally replaced the coil in the month of February. They promised that we'll get your job done right the first time when they sold the hvac unit, but they never did the right job, if they would have tested both heat and cool right after the installation, the faulty coil could have been identified. This shows the lack of expertise about their technicians or they could be selling the faulty products to the customers in the market. After that I stopped calling them even though the heat pump was not efficient , I ended up buying portable heaters during the freezing days. Now with the summer heat waves , the system is malfunctioning again where the air conditioning is not working, I called S&L prime for service but they re denying me the service because I wrote about their true face in the ****** review.I want to report their negligence during the installation and lack of expertise technicians and not standing by their promise and letting the customer drown

  Business Response

  Date: 06/24/2025

  To Whom It May Concern,
  We appreciate the opportunity to respond to the customers complaint.
  S&L ********************** A/C & Heating installed a ******* HVAC system for this customer in 2023. Shortly after installation, the customer reported performance concerns. We promptly dispatched technicians at no cost, replaced multiple internal components, and involved ******** Technical Support to ensure all manufacturer-related issues were properly addressed. At the conclusion of those service visits, the system was operating correctly.
  Following that period, we did not receive any additional service requests from the customer for over 1.5 years. As of June 2024, the customers labor warranty with S&L ********************** has expired.
  In 2025, the customer scheduled a free estimate through our office under the pretense of replacing an existing system. Our technician arrived expecting to provide a new system estimate but later discovered it was the same system we had previously installed. The customer initially implied it had been installed by another contractor. This was misleading and not a productive way to approach service concerns.
  The customer also stated they were attempting to speak with *****, our company owner, to share their frustration. While ***** was involved in the original consultation and sale, he does not oversee or coordinate service scheduling. All service-related matters must be directed through our office, which is our standard and necessary process to ensure timely, documented service.
  Given the expired labor warranty, the lack of follow-up over the prior 1.5 years, and the nature of recent interactions, we made the decision to discontinue our service relationship. We communicated this decision respectfully and in writing and encouraged the customer to contact another licensed HVAC contractor or a *******-certified provider for future support.
  S&L Prime A/C & Heating is a family-owned business with over 600 verified reviews and a 4.9-star rating. We take pride in our workmanship and are committed to professionalism and fair business practices.
  We believe we have taken all reasonable and appropriate steps to resolve this matter, and we respectfully request that this case be closed.
  

  Sincerely,
  ***** ****

  Co-Owner
  S&L Prime A/C & Heating
  

  
  

  Customer Answer

  Date: 06/24/2025

  Ive never told them that the system was installed by another contractor , their sales person didnt even ask me how old the system was or whats the reason for the new system, he kept on explaining about rebates and how they install praising their workmanship, thats when I stopped him and told him this is the system installed by your company and look at the workmanship they did

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23506360
  
  I am rejecting this response because:
  
  They keep telling that I made a pretense call, that is the reason for discontinuing the service , I called and emailed them several times that I want to talk to the owner who is also the sales person in my case who also promised to reach out to him for any concerns after the sales and I tried to let him know about their technicians incapable of resolving the problem for over four months (October 2023 to February 2023) and me overpaying my electric bill quadrupled these 4 months  , they never responded promptly or let ***** know anything about my situation, thats the reason I made a pretense call, hoping that ***** will stop by and I can explain my situation to him .
  Sincerely,
  
  ******** *********

  Business Response

  Date: 06/24/2025

  To Whom It May Concern,
  We appreciate the opportunity to provide additional clarification regarding this matter.
  To restate and expand on the facts:
  We installed the customers ******* HVAC system in 2023. When the customer initially raised concerns, we responded promptly and professionally. We made multiple no-cost service visits, replaced parts per ******** guidance, and coordinated directly with their Technical Support team. At the conclusion of these efforts, the system was operating as expected.
  Our last documented service visit was on February 1, 2024. After that, the customer sent one email, which our office responded to promptly. We did not receive any further communication or follow-up from the customer after our reply. If the issue had persisted or worsened, we were readily available and would have scheduled a service call upon request. Unfortunately, no further contact was made.
  Rather than requesting service or following up on our reply, the customer later scheduled a free estimate under the pretense of a system replacement. Our technician arrived expecting to provide a quote for a new system, only to learnafter evaluating itthat this was a system we had previously installed. The true purpose of the visit was not disclosed when scheduling, which we viewed as a clear misrepresentation.
  If the customer still had unresolved concerns, they could have simply requested a service appointment at the time of that call. Our team remains available and responsive to service requests communicated appropriately.
  The customer has stated that they were attempting to speak directly with *****, the company owner. While ***** was involved in the original sale, he does not manage day-to-day service operations, and all service requests must be submitted through the office. This ensures timely, trackable, and fair handling of all customer needs.
  We also note that the customer left a negative public review without first contacting us to request service or resolution. At that time, we had not heard from the customer since February 2024, and the public review was posted before giving us the opportunity to assist.
  The customers labor warranty expired in June 2024, and there were no formal service requests after February 1. Given the misrepresented appointment, lack of proper follow-up, and public statements made before attempting resolution, we made the decision to professionally discontinue the service relationship.
  S&L Prime A/C & Heating is a family-owned company with over 600 verified reviews and a 4.9-star rating. We are committed to professionalism and fairness, and we stand by our teams conduct and our handling of this matter.
  We respectfully request that this case now be considered closed.
  Sincerely,
  ***** ****
  S&L Prime A/C & Heating
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23506360
  
  I am rejecting this response because:

  
  ***** from S&L prime just keep saying the same story again and again. If ***** is the owner and only handles sales then when he came come initially for Sales why did he promise that he can be reached for any concerns or issues and he also said the company will do everything right the very first time , then why it took them 4 months to identify the issue with the evaporator coil which is the heart of the **** system and eventually they replaced it, which is still a concern how could the heart of the system go bad within few months on a brand new system.
  Also, I raised the concern that my electric bill was quadruple and they didnt even bothered about that even though it was their mistake. 
  
  Sincerely,
  
  ******** *********