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:03/10/2023

  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.

  A couple of years ago we were convinced by Keith's that we needed to replace our entire air conditioning system. We trusted them and took their advice, and replaced the entire air conditioning system with the one that they recommended that we install. When we had an air conditioning issue with our second unit not too long after, we naturally called them to get their opinion. They then said our second unit needed to be replaced. The guy who came out could not tell me why, or what was wrong with it, just that he knew for one hundred percent certain that it had to be a whole new system. Unfortunately, I was not at home that day and my husband trusted them, and allowed them to do the work. Both systems wreak when changing from heating/cooling. I don't mean a little musty smell at first use, I mean our whole house smells of mold for about a week after changing over the system every time. We've had our maintenance performed by them since. Only two years later our AC went out, so I called to make an appointment. The woman who answered the phone was rude when I called to let her know we were having an issue. The tech who came out this time was nice and my husband asked him to maintenance both units again, but we were then billed for not just a maintenance fee, but for repairing the unit they installed only two years ago and have done the maintenance for. The technician today told my husband that the "repair" was a common maintenance issue, so I'm not sure why it wasn't resolved last time or why it would not be included in the maintenance fee. After posting the review, they called and said the owner wants to "make it right" and they'd be happy to refund the charge for the repair (considering that they maintenanced the unit last and we were charged separately for the maintenance AS WELL TODAY), but they will ONLY refund the duplicate charge if we remove the Google review. So they admit it should be refunded, but refuse unless we remove the honest review of our experience.

  Business Response

  Date: 03/10/2023

  The information provided in the claim is incorrect. We attempted to contact the customer multiple times in efforts to follow up with the issues and discuss the refund of the invoiced amount. After numerous failed attempts we contacted Mr. ****** who then stated the work performed was done correctly and it would be unfair and unnecessary for us to refund the full amount. He then reached out to Mrs. ****** and contacted our office stating the $94 charge was her concern and there was no need for full refund. ***** reached out to Mrs. ****** himself to resolve the issue and was then hung up on immediately.