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:05/28/2024

  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.

  5/3/24 Called ClimateMax to look at my heat pump that wasnt working properly. Was told the expansion valve needed to be replaced.5/8/24 replaced expansion valve.5/9/24 unit still not working. They came back said 5/10/24 Tech came back out said needed a new filter dryer.5/13/24 installed new filter dryer. Then was told compressor was bad and needed to be replaced.5/20/24 replaced compressor. Unit now works.I do not understand why it took 3 service calls to fix the issue. Why was it not found in the initial call on the 5/3/24. I feel like it was away to get multiple labor charges.NOTE this unit is only 5 years old!After reviewing BBB reviews saw there was another complaint about ClimateMax that was almost identical to my issue.

  

  Business Response

  Date: 06/13/2024

  As you can see on the invoice shared with you, yes, ****************** did originally call for a service call on 5/3/24.  It appeared as though the system had a bad TXV (covered under warranty).  We ordered the needed part and returned on 5/8/24 to install it and also had to add 2 pounds of refrigerant (warranty will not cover refrigerant).  We then were called back out on 5/10/24, in which we did not charge for.  It was found then that the filter dryer need to be replaced.  We returned on 5/13/24 to install the new filter dryer, and spent almost 3 hrs on location because once the filter dryer was replaced, it became apparent that there was an issue with the compressor.  Only $75 was charged for that visit, to cover only one hour of labor...not the part nor the first 2 hrs or labor, as it should have been changed along with the TXV.  We returned on 5/15/24 and contacted a field service rep just to confirm that they were in agreement that the compressor did indeed need to be replaced.  There was no charge for this visit.  The last visit was made on 5/20/24 to replace the compressor.  The charge for this service was for labor only, as the compressor was covered under warranty.
  
  Please note that we, Climatemax Heating & Cooling, did not install this HVAC system. There could have been steps skipped during install that could have potentially led to the issues of this system, and it could have just been an unfortunate occurance. We understand that the system is only 5 years old, but there's no way to guarantee that a system won't have issues in its lifetime, no matter at what point in its life, it experiences issues.  We addressed the issues with the system as best as we could and in the order that the issues presented themselves.  ****************** spoke to both the service tech as well as the owner, in length, as they explained to him how things appeared to have happened with his system and that due to order of the events, it would have been impossible to diagnose the bad compressor during the first service call visit, as at that time, the compressor wasn't showing any issues.  I also spoke with ******************** and explained to him that unfortunately, sometimes, it take takes more than one trip to finally get to a final solution.  It is a machine with working parts, and sometimes, it's a domino effect....when one thing happens, it leads to additional issues.  We stand behind our name and our work, and will be glad to help ****************** with any further issues that he has.  ******************** respectfully paid his bill in full just a few days after its issuance.