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:06/06/2024

  Type:Service or Repair 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.

  The company was hired due to clogged drain. The technician informed me that he could unstop the drain but recommended replacing existing pipes with newer pipes.
  He also advised that it was an extensive job and would likely take the majority of the day.
  I agreed to the quoted price based on the fact that he stated the job was extensive.
  The job only took 3 hours. The technician stated he would have to cut through walls to complete the job. However it only required a small square to complete the job.
  I was confused and asked for a break down of expenses. I asked specifically how much was labor and how much was expenses.
  The manager sent a response that 55% of the cost was labor and 45% was overhead costs.
  I was informed that was as close as they could as far as itemizing the job.
  They were very dismissive when I pushed for further answers.
  I wonder would they would have been so dismissive if I were not a female senior citizen living on her own.

  

  Business Response

  Date: 06/07/2024

  On May 6th (probably after this complaint was already filed). The plumbing Manager **** *****, had followed up with *** ******* When they were on that call they had come to a 100% resolution to this problem.

  If *** ****** believes there is additional follow up needed. I would like to be the point of contact. I can be reached at ###-###-#### directly. ***** ****** General Manager. 

   

  I apologize for any confusion. At no point in time should any of our team intentionally try to take advantage of a customer (no matter the age and especially senior citizen). In this case if *** ****** would like to add a second person on her account, to help with any option discussions in the future, please let us know. 

  Regards, ***** ****** 

  

  Business Response

  Date: 06/13/2024

  Good morning, we reached back out to the customer and have refunded money to meet her expectations. We apologize for any inconvenience. WE hope this meets all agreements discussed on the phone with ****. 

   

  Regards, ***** ****** General Manager 

  Customer Answer

  Date: 06/13/2024

  
  
  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,
  
  
  
  *** ******

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair 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.

  We purchased a HVAC Tune up plan through this company over the summer that came with a complimentary "plumbing inspection." We utilized that free service and quickly realized that this was not something we would be moving forward with. The service guy also charged me $175 to fix a toilet that he did not fix. I had to hire someone else. The company continued to call to get our furnace "tune up" used since we paid for it. I explained why I was not interested in using their company due to the plumber. They begged to try again, on 2/27 a technician came out to "tune up" our furnace and this turned in a $10,000 suggested repair. The technician deemed our unit "unsafe for use" and said he would condemn the entire system for how unsafe it was (potential fire risk, high levels of carbon monoxide) I expressed concerns due to having three small children and one of them battling cancer. This technician continued to inflict fear into my husband and I while using my daughter's cancer as a major concern for him due to how unsafe our unit was. Because of this, we shut the system off and went six days without heat while we scrambled to try and figure out how to purchased a new unit. I decided to get a 2nd opinion, and a 3rd, and a 4th. Ultimately discovering that every thing that was relayed to us in regards to our unit was a complete lie. I even had the fire Dpt. out to confirm there was no high levels of CO2. I then called the company on 3/6 to express my disgusts and was assured I would be refunded the cost of the tune up plan and toilet repair. I called 3/14 to see where my refund was, was told it was coming. It is now 2 weeks since i was promised a refund and I have yet to see it. The amount of times their employee used my daughter's cancer to try and get a sale from us it beyond disgusting. He told us over and over how dangerous it was to her and our other children and we trusted him for 6 days, my kids went to bed cold and woke up cold. He never reached out after he left.

  

  Business Response

  Date: 03/21/2024

  I'm sorry that we have been unable to provide 100% satisfaction. It has never been our intention to use false information or scare tactic to entice/force anyone into making a decision for repair or replacing a HVAC or Plumbing product or service. Thank you for informing us. 
  

  We take pride in the fact that our technicians put the customer first and take this and all situations very serious. We have changed procedures which will improve our current policy and ensure that these situations do not happen and our customers have visual confirmation on any and all issues related to potential Carbon Monoxide and potential cracks in a heat exchanger.   

  Refund check number ***** was written, signed and mailed on ***********

  Regards* ***** ******* General Manager 

  Customer Answer

  Date: 03/21/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am looking forward to getting our refund although, I am not sure what took so long!!!They should have also refunded me for the three additional service calls I had to pay for just to confirm their technician was in deed a liar. This will suffice though. I look forward to never doing business with this company again.  
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:08/18/2023

  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.

  We purchased an AC unit through climate control for a house about five years ago. Every summer since the air conditioning unit fails to keep the house cold. Every year someone comes out to work on the unit. This year our warranty expired, but we had someone work on the unit. He was asking me questions insinuating AC unit had not been cleaned in years. He also told me the unit is too small for the house. When I told him someone from climate control was out just last year he quickly Took back his statement. When he try to sell me on a bunch of extra services, I was upset because of the extra charges and the issues we have seen since we purchased this. This house is also a rental property. Every time my Tenant went downstairs to see what the technician was doing he was on his phone. Then the technician continues the conversation with my tenant and calls me a bitch. I have since tried to reach out to the owner, but he refused to return my phone calls. The service provided with this company is very low. We are not happy with the new ac unit and also the way the employee speaks about paying customers.

  

  Business Response

  Date: 08/21/2023

   Thank you for bringing this to my attention. We dispatched a senior Field Service Representative out to review the situation today 08/21/23. After visiting the site, he found that the attic fan louver was allowing 102 degree air to go directly into the return duct.  This caused the air conditioner to have too much heat load and it was unable to maintain temperature as needed. After talking with customer, we have agree to go back and install an attic fan cover on the bottom side. This will help with the hot air, however it will not fix the real problem of the house needing additional insulation. We recommend that you have this completed to allow for better energy conservation. 

  As for the technician saying derogatory words, this is unacceptable practice and immediate discipline actions will be taken. I hope that you can accept my apologies for this situation.  We most certainly will be having ongoing training with our technicians regarding this. Regards, ***** ****** General Manager 

• Initial Complaint

  Date:03/13/2023

  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 hired Climate Control Plumbing to do a hot water flush and check out a leak that we had On the kitchen sink. We ended up needing a hot water heater and the leak in the kitchen was in the drain and was leaking into the basement. The plumber was going to re route the pipe and said that he needed to check the vent that was on the roof. He said to do that he needed to put a hose down the vent. I have never heard of that before but him being the plumber I thought he would know. Well right when he did that water went everywhere through the house. The plumber then called a place called power dry. They were on the scene immediately. Power dry and the plumber both told me insurance would pay. I called insurance company and filed a claim. We had large fans all over for 3 days. This ended up costing over $5,000.00. Insurance did not pay so now I am stuck with a $5,000.00 bill for my new hot water heater and plumbing job and $5,000.00 to get my house dried out. My insurance man said that the plumber should have used a camera and not water so it was negligence on their part.

  

  Business Response

  Date: 04/17/2023

  We have refunded her fees from us as well as paying the $5200 in fees from the other company.

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair 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.

  I was recommended by the HVAC guy with Climate Control to hire them for full vent cleaning. I paid $1125.00 for the service. That’s the price with my climate control club discount. I was told that they are more expensive but go above and beyond with their service. I was told that the job would take all day. The two guys showed up the next morning and were here for one and a half hours. I checked the vents and they were full of dust and crumbs. I called the company and complained. They sent the guy back out and he just vacuumed out the vents with a small shop vac. Not worth half of the price at all. I really believe I was scammed by this company.

  

  Business Response

  Date: 04/17/2023

  The business has reached out to the customer by phone three times, leaving voicemails each time and by email once to attempt to contact the customer to assist her with her issues. We have not been able to get into contact with her.

  Customer Answer

  Date: 04/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: The response is not accurate. Climate control left one voicemail on a phone I told them doesn’t work properly and one email was sent on 4/17/23. 
  
  
  
  Regards,
  
  
  
  ****** *******

  

  Business Response

  Date: 04/18/2023

  Thank you for the information, We have always offered a 100% Customer Satisfaction Guarantee and this situation is no different. I will get with accounting and get this processed immediately. In addition I am going take this information back to my team and share so that we can work to improve our processes. 

  Any issues should have been addressed before the IAQ team left the house and I do apologize that did not happen. We do value all of our customers and we rely on quality referrals. Clearly, when we do not do our job correctly, this hurts the entire team and breaks the trust of the referral as well. We 100% will use this situation to improve how we perform all duct cleaning in the future.  

  I am truly sorry we failed to meet your expectations. ***** ******, Owner
  

  Customer Answer

  Date: 04/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  
  Regards,
  
  Tamara Mitchell