We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Heating and Air Conditioning

Superior Service
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    They charged me $509 for removal of ground hogs. Now he wants to charge me $500 a head (ground hog). It is a big ground hog that has not been caught yet. I want them to come back and set the trap to get the ground hog that is causing the problem.

    Business Response

    Date: 06/11/2025

    We have attached two documents from the work we have completed at ******************************* home located at ************************************. Superior Service first visited the home on June 9th 2025 for a wildlife trapping call. Upon arrival customer stated that she had a ground hog problem and needed it trapped. The technician proposed the attached signed estimate to which the homeowner signed. The signed estimate included the initial visit service call of $110 and the large trap set up fee. The large trap set up fee includes setting the trap and up to 2 additional visits. (We provide up to 2 additional visits because at times after two days the trap may still be empty when we come back to check it, at that point we verify the trap is still where it needs to be and is correctly set.) In this case when we arrived back at the home on June 11th which would be the 2nd visit there was a caught ground hog. At this point Superior Service has completed the work the estimate was signed for. We have also attached the signed invoice with 3 customer signatures showing the job was completed as we caught an animal and disposed of it.

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 called and had Superior to come out and replace the furnace and AC Unit. I turn the A/C on yesterday and the house became hotter and hotter. I also turn on the A/C and experience problem with my A/C leaking. I am somewhat blind. I want them to come back out and repair the A/C unit ASAP. I call them several times and hung up on me.

    Business Response

    Date: 07/31/2024

    First and foremost, please accept our apologies for the delay in responding to your concerns.
    Unfortunately, we did not receive the initial complaint.

    On May 22, 2024, Mr. **** contacted us to schedule a service call for his air conditioner, which was not operational. Our technician determined that the system was not working and recommended replacing both the air conditioner and the coil. We arranged for our Project Manager to provide replacement pricing.However, when our Project Manager arrived the following day, no one answered the door.

    Please take note we did not replace or install Mr. **** furnace or ac. 

    Mr. **** was charged $238.00 for the service fee and diagnostic labor on May 22, 2024.

    Mr. **** called on July 16th 2024, and while our office staff tried to explain to Mr. **** what was on the service ticket, it did not get very far before Mr. **** started to argue and threaten. We had scheduled a call for our General Manager to reach out to go over Mr. **** concerns.

    On July 17, 2024, our General Manager spoke with Mr. **** to explain the situation regarding his air conditioner. Unfortunately, the conversation did not fare well as Mr. **** was very argumentative and would not listen to what we had to say.

    We have processed a refund of $238.00 to the **** card that was used on May 22, 2024.

    The refund was completed on July 17, 2024. While we believe we were not at fault, we have agreed to issue the refund as a gesture of goodwill. 

    Thank you for your understanding

  • Initial Complaint

    Date:02/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    February 21, 2024 Superior Service informed me a Service call would be $98 if scheduled during a weekday. The wknd would be $130 due to shortage of employees. I scheduled a $98 service appt for my boiler for the next day, February 22, 2024. A tech was scheduled for 8am. The tech came on time and spent 20-25mins finding and writing up the invoice. He made random conversation which now I see was a distraction for the service charge that said $168 on his tablet! I asked why, when the charge is suppose to be $98? He chuckled and said it's usually 30min of service time. Again, he spend less then 25min for the entire process as I looked at my clock. He then said "it's $98 to get us to knock on the door." I called Superior immediately and said I'm being charged $168 by your tech what is going on. The rep said "yea, it's $98 to get someone there then extra to have them look at the problem." All under 25min not 30min not anything more. This man did not spend anytime knocking on the door because I opened my door and watched him close his van back door and walk to my door. His entire visit lasted 25min. This company is misleading on the service pricing! I feel mislead and forced to pay the additional amount that wasn't mentioned because he was in my home and asking for his payment.

    Business Response

    Date: 02/27/2024

    ************, called on 2/21/24, and was provided an initial quote of $98.00 for the technician's to come out, plus any additional costs for parts, labor, or repairs. During the 50-minute visit, (see our CRM invoice attached along with the time stamped invoices showing our tech worked 50 minutes, we do have a recording of the call as well through our CRM software proving when we booked the call we told her $98.00 for the tech to come out, plus the cost of any parts, repair or labor. *********** is not telling the whole story as proven by the attached documentation).
    Our technician assessed her system and prepared a repair estimate. Upon arrival, it was noted that another person had begun replacing the pipes to the boiler and water heater, but the job was left incomplete. Our technician had to carefully assess the work already done to ensure an accurate and appropriate repair quote for her.
    We regret any misunderstanding she may have experienced. With 50 years of business history, we deeply value our customers' time and aim to provide clear and accurate information.
    Please let us know if you need further information on anything. 

  • Initial Complaint

    Date:12/21/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    The company sent out a Technician and addressed the issue with the furnace, and repaired the issue furnace.  I would like to mark this as resolved. nd comes back on ten minutes later and on the thermostat still reads what I set it to. the Furnace is under warrant I would like a replacement furnace

Superior Service is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.