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:07/03/2025

  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.

  On 6/16 we had a service tech come out to assess an issue with our HVAC system as it was not cooling appropriately. The tech advised the drain line was clogged, cleared and system started working. Tech suggested their maintainence plan as our system is older. **** was purchased. Summer check was scheduled for Thursday 6/19. The invoice sent for the services completed do not reflect the service that was done under the purchased main. package. 6/20 system started failing again, called for a service apointment for which the tech stated the system was frozen, gave a quote for replacing the coil and then a sales advised quote for replacing the unit. We got a second opinion as nothing was noted as an issue with the maint. appt. on 6/19. All ********** advised system a few pounds short on freon which should have been noted at the apt on 6/19. ***** replaced and system has been working ever since. I have made ****** requests with customer service for manager follow up that has not yet been honored.

  

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations team has reviewed the details of the service visits and the associated invoices. The membership that was purchased during the initial visit has already been canceled per the customers request, and a refund was issued. Additionally, we are processing a further refund of $114.75 to account for the remaining concerns related to the service experience. Weve confirmed the membership cancellation and refund details directly with the customer. We appreciate the customer bringing these issues to our attention and are glad we were able to reach a positive resolution. We remain committed to providing quality service and ensuring every customer interaction reflects that standard.
  

• Initial Complaint

  Date:03/21/2025

  Type:Product 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 have put the details in the attachment

  

  Business Response

  Date: 04/01/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager made multiple attempts via phone and email to contact Ms. ******** regarding the installation of her heat pump, which was completed on July 14, 2024. Unfortunately, we were unable to reach her. Eanes has not visited Ms. ********* home since October 31, 2024. We remain committed to resolving any outstanding concerns she may have regarding the installation and sincerely encourage her to allow us the opportunity to address these issues.

  Customer Answer

  Date: 04/01/2025

   I am rejecting this response because:
  
  The comment back states the company made several attempts to contact me, however I have only received 1 call which was 3/28/2025. I also did receive an email shortly after the call. I have had other family matters to attend to and just tried to call ***** ***** but she was not available. I also replied to the email and asked for a return call.

  

  Business Response

  Date: 04/09/2025

  Our Customer Relations Manager spoke with Ms. ******** on April 7, 2025, regarding her concerns about the recent heat pump installation completed by Eanes. Following their conversation, our Customer Relations Manager escalated the matter to our executive team for further review. We are currently working with Ms. ******** to address the concerns she has expressed about her current bill. Our goal is to reach a satisfactory resolution, and we are committed to maintaining open communication with her until all outstanding issues have been resolved.

• Initial Complaint

  Date:01/23/2025

  Type:Order 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 completed an application for HVAC system, Electrical Panel Installation and a Generator transfer switch installation by ******* ***, (Comfort Consultant), for Eanes Heating & Air Conditioning on January 10, 2025. I was told I only had to provide one pay stub. It was taken by Mr. ******* *** who was at our home and he uploaded it to the GoodLeap system. He gave me an approval and provided me with a monthly payment of $178.40 that would start in 60 days. He then scheduled the installation of the Furnace for Sunday January 12, 2025 @ 7:30am. The installation was completed on that date. Mr. ******* *** called me on Monday January 13, 2025 and advised me that I needed to resubmit the pay stub because it did not upload to the system. I resubmitted the pay stub. I also submitted my pay for the month of December and my W2's for 2023. On Tuesday morning, January 14, 2025, I was called by Eanes ************** conditioning ********************* and they stated that they had a cancellation and they could do the Electrical Panel that day. They did complete the panel on Tuesday January 14, 2025. I was also called by Mr. ******* *** and he stated that the Application did not go through because there was not enough income and he asked for a co-applicant. I told him that I would ask my mother, but she stated that she had financial obligations and she was on a fixed income. I was under the impression that the application that was already submitted and approved because I already had a repayment amount and the work was almost completed. On January ******* @ 4:19pm I was emailed an invoice stating that I owed $16,136.00 immediately The invoice was generated on 1/10/25 @ *****am, that I just received via email January 21, 2025. All of the work was not completed on January 12, 2025, the Electrical Panel was installed on January 14, 2025. I am willing to pay the price that I was quoted for the monthly installment that I agreed to..

  

  Business Response

  Date: 02/03/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Ms. ****** regarding the issues with her financing. We sincerely apologize for any miscommunication that occurred and have agreed to work closely with Ms. ****** to resolve the matter, understanding that the equipment was installed prior to obtaining financing approval. At this time, we are working with Ms. ****** to secure approval from an alternative financing company, with her consent. Additionally, we have agreed to compensate her for the loss of food resulting from the breaker issue. We remain committed to addressing any outstanding concerns and ensuring that Ms. ****** is fully satisfied with the resolution.

  Customer Answer

  Date: 02/03/2025

   I am rejecting this response because:  I need a response to the fact that forgery was committed and no ne is taking accountability for this issue, which involves several of the Eanes employees.  
  
  

  

  Business Response

  Date: 02/07/2025

  Our Customer Relations Manager recently spoke with Ms. ***** regarding the signature in our system. Ms. ***** expressed concerns regarding the dates of the signature, although we would like to clarify that the signatures and dates in our system cannot be altered or edited once they are submitted. Our Customer Relations Manager made an attempt to reach Ms. ***** again today, February 7, 2025, but was unfortunately unable to connect with her. We will continue to reach out and work collaboratively with Ms. ***** to find a resolution to the matter.

  Customer Answer

  Date: 02/08/2025

   I am rejecting this response because:
  The signature in question is not authentic, but it was copied and pasted to an unauthorized document. This signature is the original signature on the  initial Good Leap application that was submitted on 1/10/25.  I had conversations with Ms. ***** *****, Eanes Customer Relations Manager, 2/6/25, twice, and she stated that she was going to do an investigation and  speak with everyone involved.  I emailed her the documents that are in question as she requested and also made her aware that the Synchrony link had expired.  I also expressed to her that due to my profession I have limited access to answer my phone and requested to schedule a time so we can get resolution to this matter.  I have not had correspondence since. 
  
  Thank you for your time and I looked forward to hearing from you.
  
   
  

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising 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 had an issue with my thermostat not connecting to the smart hub. Technician from Eanes was dispatched to my house. After diagnosing fairly quickly, the technician deemed the thermostat was bad and tried to getting me to sign for a $1,500 thermostat install without hesitation. An install he wasn't familiar with and would need to watch someone else install it. He didn't give me a choice or other recommendations until I started asking questions. He was very rude with his responses. Prior to leaving, He told his boss over the phone that he needed more training on how to up sell. It was a very unpleasant experience for me. I got a 2nd company to come out the next day and they fixed my issue in under 30 minutes by cleaning the drain pipe for less than $350. I reached out to Eanes and gave them feedback about my experience and that I want the $89.99 diagnosing fee waived. They advised the manager will reach out to me. So far nothing.

  

  Business Response

  Date: 08/23/2024

  Thank you for the opportunity to address this complaint. Our Operations Manager has contacted ****************** regarding the service performed at his residence on August 9, 2024. Following a thorough investigation, we extended our apologies for the inconvenience and offered reimbursement for the service visit, in addition to compensation for his time and frustration. ****************** has expressed his satisfaction with the resolution.

  Customer Answer

  Date: 08/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/31/2024

  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.

  Last fall, we contracted in heating and air to install a new HVAC unit and propane furnace in our home. The cell ****** went through our entire contract contract and then My Wife and I both read the contract and what was included multiple times from multiple companies before making our decision. Other than a few hiccups during the installation process that they resolved, we were happy with the contract and what we had received. As part of the contract, we received a maintenance plan that had the company come out and inspect our unit this spring as well as our unit for our lower level. During this visit, My Wife was home alone And the technician told her that our old unit needed multiple parts replaced in order to work correctly and told her it would be $1000 for the repairs. He also told her that our new unit which they installed required a surge protector to be on both the outdoor unit and the indoor unit or warranty would be voided which would cost $600. My Wife called and told me asked the technician why the parts for the old unit were so expensive as I knew that the parts he had installed totaled less than $200 and why was he charging $800 for labor that took him 15 minutes to replace? I also asked him why if the search protectors were required for our warranty were they not installed during the original install and that to me that showed negligence on the installation team and that I do not feel like we shouldve been required to pay. I have since reached out to the company three separate times, asking for someone to call me back and tell me whether either one the technician was wrong and the surge protectors were not required. Then we should have been refunded the amount paid or to admitting that the installation team was negligent. I have since found out that the protectors are not required yet the company has not reached out to me, even though I have been promised multiple times that a manager and installation manager would be reaching back out to me.

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/09/2024

  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 date of service for this complaint is 4/22/2024.We had agreed on the installation of a Lennox ML17XC1 and ML180V furnace complete system with parts and labor warranty. The system that was installed does not match the description of the system that was quoted. Instead of the Lennox, and Rheem system was installed. No paperwork has been given to me reflecting this change nor any indication of warranties that are included or promised with the installation. The business committed to providing me this along with 10 year parts and a labor warranty to accompany it. However, all of my attempts to receive any confirmation of this have been ignored. I have reached out to **** (whom initially was who I was working with), his manager, and their general customer service. They have refused to give me any paperwork for unit they installed vs what they promised to install, no warranty paperwork that was promised for the parts and no confirmation that they have registered it, and no warranty paperwork for the labor warranty that was promised. The customer service with this company is atrocious, and after getting my payment everything that they promised they would do has not been fulfilled. They have made no attempts to rectify the situation and have completely ignored my contact attempts.

  

  Business Response

  Date: 05/10/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** to discuss his concerns with the paperwork received from the installation of the Gas Furnace and AC Eanes installed on 4/22/2024. After further investigation we found that the change in equipment was approved on the day of installation although the invoice did not reflect the change order. Our sales manager delivered all necessary paperwork reflecting the registration and our Customer Relations Manager emailed all warranty information on 5/10/2024. Due to the time this has taken and as a good faith effort Eanes offered two years of maintenance on the Gas Furnace and AC at no charge. ************** is satisfied with this resolution.

  
  

  Customer Answer

  Date: 05/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:01/26/2024

  Type:Sales and Advertising 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.

  11/24/2023 ***** came out to look at existing HVAC unit. 12/2/23 Salesman sold me two units for $18,990 and advised I would get $4,000 in rebates ($2K per unit). Work was unsatisfactorily done 12/18/2023...Unit didn't work properly from 12/18-12/26/2023. Never received invoice, rebate info nor description of work from 12/2/2023 until 1/23/24. 1/23/24 I filled out rebate paperwork and called City of High Point to confirm that I would be receiving $2K per unit..and was told that the rebates were only for $500 PER Unit not $2K per unit! False advertising and promotions...workman broke my door handle and chipped off pieces of my attic panel. ***** techs improperly installed one of the 2 units causing me to sit in a cold house for a week and through Christmas weekend. Totally dissatisfied and would like to know where is the $3K in rebates that was sold to me by Josh ******?

  

  Business Response

  Date: 02/06/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Ms. ******* to discuss her concerns regarding the installation of her (2) Heat Pumps from Eanes installed on 12/16/2023. Ms. ******* stated she was told she would be receiving $2000.00 in rebates per Heat Pump. After further investigation we found that the rebate stated “up to $2,000.00 per unit”. The units Ms. ******* had installed qualified for $1000.00 as was confirmed by the city of High Point. After explaining the rebate qualifications, we have offered Ms. ******* (2) years of maintenance due to any possible confusion. She is satisfied with this resolution. 

  Customer Answer

  Date: 02/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:07/17/2023

  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.

  Horizon services (formerly First Class HVAC), sold me 2 new hvac units in 2017. The units were provided with a 10 year parts and labor warranty. On 4/26/23, one of the units had a error on the t-stat and was not working. Called and got a service call for 4/27. Tech came out, diagnosed inverter board as being bad. He said he was going to order both boards, though, since it was under warranty. On 5/4 a different tech returned with the parts. He re-did the diagnosing, and said all 3 major components were bad: inverter board, control board and compressor, and that his bosses said I must have had a lightning strike or power surge, and that would not be covered under labor warranty. I disputed, because there was no storm when unit went out and no other indication of power surge. No components on the unit had visual burnt areas nor smells of burning. And I do not read the contract as the labor warranty can be denied. Tech said he would call back the next day with options. On 5/5, tech called and said I had 3 options: replace parts on existing unit at cost of $6295, replace with new outdoor unit at $10k, or file a homeowners insurance claim. Of course I said no to the last 2, and question how in the world they came up with $6295 in labor. He had office manager, Laura, call me. I argued with her regarding the warranty coverage. She said sentence 5 in the contract says "strikes", meaning lightning or power surge. I totally disagreed with this, and told her that meant labor strikes, and that sentence 5 was before/during the installation process. She told me they would probably have to "eat' the parts cost because Carrier would not cover if lightning or surge. I told her I wanted the official diagnosis from Carrier. Another tidbit, they no longer sell Carrier. Laura did drop the price to $5194. I signed the estimate under protest because I needed to get it fixed, as hot weather was coming .I told Laura I was planning to pursue further action. No response from them on failure.

  

  Business Response

  Date: 08/01/2023

  Thank you for bringing this to our attention, this situation was escalated to our executive managment team who reviewed the file and determined that althought a lightening strikes and power surges would not be covered under warranty. We are unable to confirm that this was the case in making the system inoperable. Due to this we will be refunding Mr. ****** for this repair, and his 10 year Parts and Labor warranty with First Class/Horizon with remain intact."

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I truly appreciate the quick turn around time initiated by BBB, and the fast response from the business. This is undoubtedly something I could not have achieve on my own. The BBB is a true asset to the consumer. Thank you.

• Initial Complaint

  Date:04/13/2023

  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.

  On 04/06/2023 we had ***** replace and install a new heating and air system, within 4 days our system that we paid $16,562.00 for a system that has now stopped working 2 times since put in a week ago!
  And terrible customer service and supervisor call back as they say we will send them the message and never call back, or customer service hangs up on you.
  Absolutely ridiculous to pay this type of money for a system that doesn't work more than a few days.
  A complete rip off, lots of promises and 100% guarantee and no breakdown guarantee statement on website, I will never recommend this company ever!

  

  Business Response

  Date: 04/25/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Ms. ***** about this matter. We apologize for the issues with the equipment and lack of response. We have addressed this matter internally to ensure superior customer service in the future. We scheduled for a field supervisor to go out to April 17, 2023 to complete a full evaluation of the installation and address any outstanding issues. Everything was addressed during this visit and we also followed up after Ms. *****'s inspection scheduled on April 21,2023. The inspection passed and we provided an amount for compensation as a courtesy due to her experience. Ms. ***** is satisfied with our response at this time. 

   

  Customer Answer

  Date: 04/28/2023

   I am rejecting this response because: I have left messages for "Brianna" who is suppose to be our customer service relations manager? And getting in contact or a call back is like pulling teeth!  As I have been hung up and had many calls just dropped.

  We have not received any compensation payment from company as stated we would 5 days ago, and company is located less than 15 minutes from us.  We have been told a lot of things and are not satisfied until we receive compensation we were promised, and still have not gotten along with our rebates.

  Mrs.*****
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  Good evening,
  We wish to close our complaint as we finally received compensation from the company after many calls.
  Thank you.
  Mrs.*****

   

   

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service 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.

  Called to cancel a service appointment three times. On hold excess of thirty minutes each time. Had to be transferred each time from customer service to dispatch.

  

  Business Response

  Date: 11/21/2022

  Eanes Prides itself in striving to provide the best service possible. This includes from call in all the way down to dispatch.  I will say that hold times are increased during the first cold snap or two by double and triple the call volume. Eanes tracks all of its incoming and outgoing calls as well as being recorded.  We spend time and money in this area to track various that are associated with this exact complaint. Because they are recorded as well as timed they will be listed next. We do understand that sometimes being on hold can seem like forever in 5 minutes or even less. Eanes understands this but we do want to correct the "30 minutes on  statement 3 times in a row"  Eanes Last visit to this home was 11/17/22 and the last time we were at this home in which anything at all was paid for was August 26th 2009 per our computer system, however that also customer requested a full refund prior to any service.