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:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 May 29 2024, we filed a request for HVAC repairs to our furnace through our ********************** ********************, to have work taken care of. Home Shield provided Climate Masters LLC as the contractor to come out for the service call. On June 7th, CLIMATE MASTERS responded and conducted *************** call for ****** that was paid to ********************** Service Tech looked at system, advised what work would be needed, and stated a write up would be sent off. Parts were ordered for the job; however, the job was never completed. Multiple attempts to contact them went unanswered after calls to the office were directed to the technicians number provided. Repeated calls either went unanswered or to a mailbox where voice-mail was left. In addition to calls, text messages were sent to the same number and no responses were *********** of July 8, 2024, we were were never able to have the work completed after parts were ordered and no one contacted us, or attempted to follow up regarding the work order and parts purchased.

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  06/20/24 I come home from duty and my air conditioning is not working house is 85 degrees. I place a service request on 06/21/24. No response until 06/23/24 by text. I respond to the text and am told to call company in the morning to schedule an appointment. I call 06/24/24 in the noon time and I am told by ******** that they can be at my home after 4 pm to 6pm to service my property. We agreed after 4pm. 06/25/24 I get off at 3 pm from duty to see my phone with text messages saying sorry I missed you at 12 noon and a text from climate masters saying they cant make any specific time. I call the number they left, a female answers. She calls **** and he being very unprofessional and disrespectful tells me I should have taken off of work so he could do his job so I wouldnt be calling him saying I missed my appointment. Also saying he is going to reach out to American home shield to say I know I missed my appointment. I call *** the one who texted me first requesting more information to speak to the manager. *** says he is the manager. I ask for his last name he says why. I say I need to speak to the manager because of ****. He says okay. I ask him for his last name and ***** and savannahs last name. Time hangs up. I try to call anyone back from climate masters. No one answers. All calls forwarded, go straight to voicemail. I have now been without air since 06/20/24 and my home has been 80 degrees or more everyday since. This is not good for my health. I work at a prison and there is no ac there either, neither am I able to have my phone on me while on duty. I was trying to explain that to **** but he insisted on telling me he is in owingsmills and hes not coming back to ******* today. I was told false information from ********, now I have to go more days without ac and I have to search for another company because Climate masters llc are not honest and I dont feel safe with them coming to my house especially the way **** and *** were speaking on the phone to me.

• Initial Complaint

  Date:06/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received service from Climate Masters through ******** **** ******. The original claim was filed on 1/3/24 for no heat. They did some work and said it was fixed. 2 days later it stopped working. Took them 2 weeks to come back out. Long story short, I went without heat the entire winter using portable electric heaters. In the meantime my gas & electric bill is close to $10,000 since Jan. Now we have a heat advisory, 100+ degrees and the a/c doesn’t work. Climate Masters was here on May 24 to replace the air handler that they removed 2 months before. With all attempts to contact them exhausted, I am trying to find out if they are actually out of business. No heat all winter now no a/c. Is this an actual heating and a/c repair company or not. ******** **** ******, the BBB and the Attorney General need to investigate this company.

  Customer Answer

  Date: 07/22/2024

  Since sending this to the BBB, Climate Masters has contacted me and require me to pay, directly to them,  $2215.00 outside of my *** warranty.  This is how they deal with a consumer complaint.  He charged me for the same items in March when he installed my outside unit, except this charge has gone up 10 times what he charged then.  The new outside unit has only turned on 1 time since January 2023.  This company is not reputable.  I refuse to pay him again because my unit has never worked.  I am still working off the same *** service request from Jan 2024.  This companies business practice are deceitful.  I don’t trust this company and am reluctant to give them cash in hand.  If they fixed my unit once in 6-1/2 months I would not hesitate to pay them.  This is an ongoing issue so I refuse to pay any cash out of pocket to them.

  Thank you for your assistance BBB,

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

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 assigned Climate Master in 11/23 by ******** **** ******, to look at my furnace that was not heating as much as it should have been. I was told that there was a crack and that it needed to be replaced. It was replaced in 12/23. I asked if the new furnace would affect the air conditioning unit and I was told that it would have no effect. In April, after turning on my A/C several times, I noticed that the outside fan was not coming on. I called Climate Masters and they sent Kyle who discovered that the first tech, Shermaine, wired the furnace incorrectly. He rewired and the fan did come on. Since then, he has been out several times, because the unit is not working properly. He put in freon, "tested" the unit for pressure and assured me that everything was ok. The unit has not worked properly since and I basically have no A/C. I had not problems with the A/C before Climate Masters started fiddling with it. Kyle, at one point, left my duct work open and I had to contact him repeatedly to come and close it up. I have contact *** SEVERAL times and their only remedy is for me to contact Climate Masters. It is evident that this company is comprised of incompetent technicians. After this happened to me, I found out that a friend who lives near me experience a similar issue with this company and Kyle, in particular. Climate Masters is systematically destroying HVAC units in their servicing area and they should be stopped and penalized. The last contact that I had with the company (Kyle) was in 05/2024. At that point, he diagnosed that I needed a new coil. FYI I have filed a complaint with the Maryland Home Improvement Commission, as well. The money paid ($1580) was directly to CLimate Masters. $200 was paid via *** for the service calls. If possible, I would like to file a complaint against ******** **** ******, as well,. FYI, at this point, I NEED a completely new HVAC system in this 90 degree heat.

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 June 28th I had called ******************** because my Heatpump wasnt working. They handed the service to Climate Masters LLC. They came out a week later (July 6th), did nothing but say it needed a part, Ill come back out next week. They never came back. Three weeks later another tech from Climate Masters was called out again. They came out (July 26th) and said, "I have to ****** with a supervisor". I never heard back from them. Its now been over a month and they have done nothing.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We replaced our thermostat as it was unreadable. It looked liked part of it was burned out. Our 27 year old furnace would not kick on so we called our home warranty company ahs who sent this company out. This company does not return calls. They scheduled us for 8-1 and we tried several times to confirm they we coming. At 2 a very rude young man showed so we explained all we did was replace the thermostat. He rewired it and still didn't work so he pulled the wire out of the wall and cut the ends off and then rewired it. It didn't work so he said he would turn the report in to ahs. 1 1/2 weeks later after numerous calls the report was turned in which stated we broke the wire even though we weren't the ones who pulled it out of the wall. After agreeing to pay $675 we tried calling them to schedule an appointment to come out. We were without heat for 3 weeks so we got another company to come and they fixed right on the spot- the thermostat was wired incorrectly. I payed $125 to ahs and then another $289 to the other company. I shouldn't have had to pay another company to come out as this should have been fixed right then and there.