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:10/27/2022

  Type:Sales and Advertising 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 9AUG22 I reached out to Eanes in regards to my HVAC system being inoperable. A service tech was dispatched that day to assess the system, and stated that my unit was essentially “too old to repair” and that the only course of action would be a total system replacement. Hearing this, and not being mechanically inclined, I did what I thought was best for my wife and 3 small children and scheduled for a sales representative to visit the following day. In the interim, I browsed Eanes’s website and found promotional marketing material claiming “Next Day Installation or it’s FREE!” Of course there were disclaimers and disclosures, but I decided to ask my sales rep about it anyways after being told that my installation would take place in 5-6 days, despite requesting that he search only for solutions they had in stock for the quickest turnaround. He said “oh that’s just marketing stuff to get people’s attention, you’ve got to read the fine print on those things.” So I did. I read the fine print and none of the disclosures applied to my situation. And upon discovering this, I reached out to Eanes to honor their advertisement since I really wasn’t prepared for a surprise $12,000 expense (supposedly that was the cheapest unit available). The sales manager informed me that their standard practice is to schedule appointments 5-6 days out and that the “next day installation” was only available to “in stock” units, which a vast majority of their offerings are not. However, mine was. Hearing this, he stated that they needed to order a replacement part because they realized after the sale that it was damaged in shipping. The fact that Eanes didn’t inspect their inventory before selling it isn’t my problem and shows what kind of company they are. The fact is, Eanes publishes ads claiming one thing and then will find any excuse to not honor it, even when you meet all the criteria to qualify. It’s taken over 2 months to hear back with no resolution despite calling relentlessly.

  Customer Answer

  Date: 11/08/2022

  I have not heard from the business in response to my complaint.

  
  I spoke to the customer service manager before submitting my complaint to BBB and was assured that I would have a prompt response after she consulted with her supervisor. That was over 2 weeks ago and I’ve yet to hear anything back. 
  

  

  Business Response

  Date: 12/07/2022

  We have received Mr. ****'s complaint and have been working with him on coming to a resolution. The matter has been escalated to our executive managment team for further review.

  Customer Answer

  Date: 12/12/2022

   I am rejecting this response because:
  
  
  
  
  I have been in on and off contact with various representatives from Eanes as indicated by their response. However, we have yet to come to an agreement and thus far all offers for resolution presented by Eanes have been inadequate. 

  

  Business Response

  Date: 12/20/2022

  We want to thank Mr. **** on his patience in the matter and are continuing to come to an amicable resolution.

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because:
  
  
  
  It’s been several weeks since hearing from an Eanes representative and, thus far, all offers for resolution granted by Eanes have been unfair and unchanged. I remain hopeful that an agreement can be made in the near future wherein Eanes honors the marketing campaign they published and reimburse the costs incurred during this time. 

  

  Business Response

  Date: 01/04/2023

  We appreciate the opportunity to resolve Mr. ****'s concerns, we have come to an agreement with regards to a resolution and have send over a release for him to review and sign. Once we receive this signed release we will be issueing Mr. **** a refund for the work complete.

• Initial Complaint

  Date:09/01/2022

  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 had our entire downstairs system replaced Dec 2021. Eanes never finished the job after months of us reaching out. We had to have our upstairs system replaced in August 2022, so we thought if we could get Eanes on site again, they might finish the first job, too. Our "one day installation" on 8/4/2022 has turned into 10+ tech visits, and we still have not passed the final inspection. The lack of internal communication is obvious, as several of the visits were unnecessary repeats. I have detailed documentation of each visit, which I have shared with Customer Service. They continually promise us a resolution, which has included things like "one final visit to finish everything" (that was over 4 visits ago) and "compensation for PTO and distress" (we have lost over $2,000 on top of what we paid for the service), but I can't even get them to call me back when we have a phone call scheduled.
  
  At this point, this process has forced us to personally sacrifice so much that we cannot get back. My husband had to miss our daughter's first birthday because he had taken too much time off work for this HVAC nightmare, he no longer has any paternity leave stored up because he has had to use 10 days of PTO (so far), one of the tech visits included rigging our system to run on full blast (we woke up to our baby daughter screaming because it had gotten down to 63 degrees and she was cold to the touch), and these are just some of the examples on top of the physical financial loss we've taken on top of paying for this service.
  
  For a company with claims about the importance of customer satisfaction, money-back guarantees, highly-skilled technicians, etc., we have been ridiculously disappointed. No one can even explain the money-back guarantee, and the company only cares about getting our money.
  
  We paid for and agreed to a one-day installation; we did not sign up for a month of complications. As customers, we should NOT have to work so hard to simply get what we agreed to!!!

  

  Business Response

  Date: 09/09/2022

  We appreciate the opportunity to reach out and discuss Mrs. *******'s concerns. It is very important to us the our customers do not lose any faith in our ability to provide them with excellent customer service. We were able to come to an amicable resolution with regards to a refund which they should receive within the next 7 buisnees days. She is now satisfied and we thank her for being an Eanes customer.

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I accept the resolution, pending the receipt of the refund.

• Initial Complaint

  Date:08/05/2022

  Type:Billing 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.

  Eanes Heating & Cooling came to do routine Spring maintenance of my two AC systems on 7/5/22. I paid $287.83 for the servicing of AC units and prepaid for them to come back in the Fall to service the gas furnace. On 7/14/22, one of my AC units completely stopped working. Eanes came out on 7/15/22 and replaced the contactor in the AC unit and charged me $583.58 which I paid. I contacted Eanes and spoke with Abe, manager, about the expense and expressed to him that I felt that I had been overcharged. I also told him I that now do not want Eanes to service the gas furnace in the Fall which I have prepaid. Abe agreed that I was overcharged for the service on 7/15/22 and offered to let my service contract start anew in the Spring of 2023 as consolation of the overcharge. I declined and he then started offering additional discounts. I told him I do not want their services. He finally agreed that I would be refunded for the overcharge/overpayment as well as the Fall prepayment service all in total of $324.00. I have called Eanes numerous times to follow up on the refund and cannot get a return call from Abe or anyone at this company. Eanes has very poor customer service after they get your money. I just want my refund of $324.00.

  Customer Answer

  Date: 08/18/2022

  I have not heard anything from the business in response to my complaint.

  
  

  

  Business Response

  Date: 09/06/2022

  Thank you for allowing us the opportunity to respond to Mrs. ****'s complaint. Our Customer Relations Manager reached out and spoke with Ms. **** regarding her concerns in order to provide a resolution. It was determined she was overcharged in error and a refund has been issued. We apologize for any inconvenience this may have caused and hope Ms. **** will give us another opportunity to provide her with the services we pride ourselves in. 

• Initial Complaint

  Date:08/03/2022

  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 had an AC unit installed. I believe they put in a messed up unit and refuse to fix the issue. I have called the business about 10 times in 2 months due to the AC not working. The AC has been installed for only 3 months. Everytime they say they fixed whatever new issue and it's goes out again. No one in customer relations will return my call either. I have animals that cannot live in the temp of my house, my electricity bill has went up and this is ruining my process of conceiving with all this stress. I can't sleep at night and I have missed worked because of the insane temp in my home. It's August and they're leaving my family to smothered. I have paid for a job that isn't complete. There is a warranty and they refuse to use it.

  

  Business Response

  Date: 09/06/2022

  Thank you for allowing us the opportunity to respond to Ms. ****'s concerns of her A/C not cooling. We were able to make contact with her and we have made the necessary repairs that were needed. As a courtesy, we also agreed to reimburse them for the inconvenience and frustration they experienced during this time. She is satisfied with this resolution and we apologize for the experience they had. We stand behind our work, our warranties, and our guarantees and we are ready and willing to check their system again if needed. 

  Customer Answer

  Date: 09/07/2022

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