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:05/12/2025

  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.

  Avery heating and cooling started installing a furnace 12/24/24. It never worked correctly and they quit 2/17/25. I paid them 12/23/24 the full amount bid which was $10,751.00. There was another charge for $365 which I paid. Avery heating and cooling refused to return my calls. I had to call United Heating, Cooling & Plumbing to come and fix it. They left wires not connected, the air conditioning ran for two weeks, it was missing a part , the Freon was not installed properly and has to be redone. I am having a lawyer look into it, but Avery heating and cooling needs to go on the do not higher list. Please call me if there is something more that I need to do. Instead of a Lawyer, can you help me get a refund? United Heating And Cooling would be glad to discuss the mess that was left.. Avery heating and cooling needs to pay the bills to fix the furnace.

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,
  Thank you for bringing this complaint to our attention.
  I would like to provide a full account of the services provided to *** ***** ****** and explain the steps Avery Heating & Cooling took to resolve her
  concerns.
  Background and Timeline:
  *** ****** first contacted me after another HVAC
  company had informed her that her zoning system was no longer functional, which
  I confirmed was accurate. She hired Avery Heating & Cooling to replace her
  furnace and air conditioning unit. The installation was completed on December
  23, 2024, and payment in full was received on December 27, 2024.
  The original bid did not include replacement of
  the zoning system or the installation of two thermostats. After the install,
  *** ****** contacted us to request two Wi-Fi thermostats, which were an
  additional cost of $350. This was not part of the original contract but
  was later honored.
  Follow-Up Visits and Customer Support:
  Approximately two weeks later, *** ****** called and
  stated that the system was not working. I immediately sent a technician to her
  home. He spent over two hours walking her through how to use the new
  Wi-Fi thermostats. At the conclusion of that visit, the system was confirmed to
  be functioning properly.
  A few weeks later, *** ****** called again with
  concerns. My team made another service trip—about 50 minutes each way—only
  to find that the zoning system, which she had been previously informed was not
  operational and was not replaced as part of our agreement, was causing
  her confusion. She had also forgotten how to operate the new thermostats.
  Again, all equipment was working properly when we left.
  Shortly after, she contacted us again reporting no
  heat. I asked her to send a picture of her thermostat settings and identified
  the issue: it was set incorrectly. Once again, this was not a system failure, but
  a user setting issue.
  After repeated service trips with no actual equipment
  malfunctions and no new work authorized or paid for, I explained to *** ******
  that we could not continue sending technicians without a service fee,
  especially when the system had been inspected multiple times and was working
  correctly on each occasion.
  
  
  Addressing Specific Claims:
  Wiring
  Issues: Any loose wires were from the previous
  zoning system, which had already been declared inoperable by a prior
  HVAC company and was no longer in use. These wires were not connected to
  the new installation and had no impact on the current system.
  Missing
  Part on AC: There was no part missing. Nothing
  was removed or left out that would prevent the AC from operating properly.
  Refrigerant
  Installation: The refrigerant was installed
  properly by a licensed professional. I personally hold a Master Mechanical
  license, and my company does not cut corners.
  Company Commitment:
  I take pride in our work and in our reputation for
  honesty and quality service. Avery Heating & Cooling has consistently
  received excellent reviews and we stand behind our installations. When mistakes
  occur, we go out of our way to make things right. However, in this case, the
  core issue appears to be related to confusion over the operation of new
  technology and an existing, non-functioning zoning system that we were never
  contracted to replace.
  We sympathize with *** ******’s frustration, but we
  feel we acted in good faith and made multiple good-will visits at our expense.
  At this point, we believe we have done all we can reasonably do.
  Thank you for the opportunity to respond.
  Sincerely,
  **** *****
  Owner, Avery Heating & Cooling
  **** * ** ******* **
  Independence, MO 64055
  *************************
  ************
  
  

  Business Response

  Date: 06/17/2025

  We did this install 0n 12/23/2024 and the customer paid on 12/27/2024. I went to her house initially, following another company who told her the zoning system was no longer good. This was true. She hired me to come replace her furnace and A/C unit. I did not turn in a bid for 2 thermostats. She then called and asked for 2 wifi T stats. That is an extra cost of $350.00. Then 2 weeks later she calls and says her system is not working. I sent a tech out who spent 2 hours with her showing her how to work the system. Then a few weeks later she called again and said it was not working. and started talking about zoning not working again. She had forgotten everyone had said it no longer worked. She didn't want to pay to get it fixed to be replaced. Again we left the system working. Then 1 week later she called again with no heat. I had her send me a picture of the thermostat and she had it on the wrong setting. She called again and I went back to her house for free, Everytime i went there everything was ok. It's her that forgot how to use the T-stat that the zoning doesn't work. The loose wires were probably from the old zoning box. The other company had wires disconnected. She had no comment on the system anymore. There was no missing part on the A/C unit. we didn't take anything on or off of the unit. This along with my first letter should explain the confusion. I'm a professional. I don't cut corners if I do make mistakes. I go out of my way to fix the issue to make customers Happy. I have a good rating and great reviews. I finally had enough of sending someone to her house. 50 minutes each way. She called me weeks later and said it wasn't working again and went back out and it worked fine. I'm sorry she isn't Happy with my company but I have gone above and beyond and cant seem to please her. Thank you for your time **** 
  *** *****

  - Office Admin

  Avery Heating and Cooling

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

  Independence MO 64055

  Customer Answer

  Date: 06/19/2025

  
  
  Complaint: 2*******
  
  
  
  To Avery heating and cooling
  It is obvious you have not read the report from United Heating and Cooling.  Again, you have not followed through on the problem of the furnace not working correctly.  There is not a lot more that I can say, except your work was totally unacceptable. When you install something for $10,000 plus the buyer expects it to work. The compressor and the thermostats undoubtedly did not work.  In those two months, the air conditioner ran for two weeks and I had no heat in the bedrooms or in the rec room. It was the middle of the winter and very inconvenient. Please reimburse me the $2873.50 it took to fix the furnace. 
  ***** ******