Complaints

This profile includes complaints for Crystal Coast Heating & Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crystal Coast Heating & Air

  1009 N 20th St Morehead City, NC 28557-8480

  
• 

  Crystal Coast Heating & Air

  PO Box 507 Morehead City, NC 28557-0507

  

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:10/23/2023

  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 have a complaint on my Hvac unit. Crystal coast heating and air came out 8/25/2023. They did not do what I ask. They charged me $843.32. I called and complained about the work they did, and owner did nothing. Had another person come out, and said the unit was put in incorrectly from 7 years ago, and would not have passed inspection. The flex is laying on the ground which continuously gets wet from the unit being put in wrong.I have been getting sick the last 2 years going in my trailer at EI. Have been to the hospital also. I have not paid anything on this bill. Thank you. ****** ************

  

  Business Response

  Date: 10/26/2023

  On 8/21/2023 The customer called and wanted a system inspection.Said there is a musty smell coming from vents and, also the top of unit is rusted.  Appointment was scheduled for 8/25/2023.
  On 8/25/2023 Our service technician completed a system inspection and had found, that the supply vent did need to be replaced due to mold and the hood was rusted and needed to be replaced. The **** system checked out fine at that time.
  On 8/25/2023 a duct crew was dispatched and replaced the 12 inch supply duct and replaced the hood on for the package unit. (Note was made that there was very little clearance from the bottom of the mobile home to the ground.
  On 8/28/2023 we sent the customer an invoice for the work completed at the property.
  On 9/5/2023 the customer called back and said that the leaves were not cleaned from the outside unit and now since the inspection was done the unit is not working. Appointment was scheduled for 9/6/2023.
  On 9/6/2023 the customer called and canceled the service call and stated she did not want anyone to go to the property that day.
  On 9/29/2023 we sent the customer an email regarding the past due invoice. (In which we did not receive a response).
  On 10/23/2023 a collection call was made to the customer.  Spoke to the customer and she stated that she wanted to talk to owner of our company.  She stated that they had to get another company out and will call back as the owner was not in at that time.
  On 10/23/2023 the customer called back and spoke with the owner of our company. She stated she was not going to pay her bill, that she had to get another company out. The owner of our company asked why she had not reached out to us about any complaints until we contacted her about her past due balance. He asked her what the other company did to correct her issue and she would not say. He asked her 3 times who the other company was so we could reach out to them to find out what corrections were made, and she refused to tell him who the other company was.
  She was told that since she would not cooperate with us and give us any information, she needed to pay her invoice.  Within five minutes we had received an email from the Better Business Bureau regarding this issue.
  Our policy at Crystal Coast Heating & Air is to always try to make our customers happy and do the best work possible, but if the customer does not communicate with us or give us the opportunity to correct any issues we are at a loss. Our opinion on this situation is that this customer does need to work with another **** company in the future. The balance of $861.12 is still due and has not been paid. If the customer could please send us a copy of her invoice stating the work that had been completed, we will review this and make any corrections to her account balance that are warranted.
  Thank you,
  ************************
  
  
  

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20770772
  
  I am rejecting this response because:

  I spoke to ********************* a month ago. He ended up yelling at me on the phone. On the bill it said replaced. I told him it was repaired. His worker put sheet metal over my unit where the hood is. I explained I was not happy with what he did it will not last at the beach. He said it was done that way, because there was no other rust on the unit. There is rust on both sides. I have pictures. We also had to ask his workers to please caulk around that sheet metal or it was going to leak again, and the flex would have to be replaced again. He said he doesn't have a caulking gun so my boyfriend went to our shed and handed it to his worker. They did a horrible job, and I had to go over it. I explained to ***** his first worker said the unit blows out very good, and I said yes it does. His second set of people ask me where I got the unit, and I said from Crystal Coast, and he said I should replace the unit. It is 7 years old. After they left I picked up all the trash they left on the grass.The unit quit working on a Sunday in September. I called there emergency number and in a couple hours had not received a call back so we had to leave because it was so hot in the trailer. I called them the following day, and they were going to come out the next day. I got in touch with someone else because they charged me so much, and I was not pleased with there work. The guy fixed the problem, but informed me that my unit needed to be cleaned before winter. I explained to him I had the unit cleaned 2 weeks before that, and he said no it had not been cleaned. Which Crystal  coast charged me $125.00 for that. He cleaned the unit over an hour, and got a half of cup of slime out of it. I was still getting sick, and smelling an odor until he cleaned it. He told me it was in the unit. I would have not known they didn't clean it until I got someone else out there. Monday 10/23/23 I called ********************* and spoke to him about the bill. I explained once again I was not happy I had got someone else to work on the unit, and he wanted to know who it was. I explained it was not none of his business who came. That I had pictures of my unit to give me a email, and I would send them to him. He has never been to my place. He started screaming at me, and I told him to stop screaming at me or I'm not paying the bill, he then said "Have a nice day." and hung up on me. I'm willing to pay $400.00 of the bill but not the entire bill because of the work. 

  
  

  
  

  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/02/2023

  To the Better Business Bureau,
  Re: Complaint 20770772
  In my first response I stated that if the customer could please send us a copy of her invoice stating the work that had been completed by another company, we will review this and make any corrections to her account balance that are warranted. As of today, I have still not received any documentation to support her claim.
  We try to work with all of our customers as their satisfaction is very important to us.

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20770772
  
  I am rejecting this response because: As I stated before the person who came out to my place after crystal coast did what they did is not involved in this case. I explained to crystal coast what the problem was after he cleaned the unit. There was MOLD IN THE UNIT!  Causing me to become very sick. Crystal coast did not clean the unit or the leaves and MOLD would not have been in there 2 weeks later along with the paper work with BLACK MOLD all over it! I have pictures of everything. He cleaned that unit over an hour to get it clean.The fact it was not a professional job done from crystal coast, and I was not happy with the work, and definitely the amount they charged! Will not be sending anything from another company they are not involved.  *************************
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/12/2022

  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.

  Why am I receiving attempted charges to my wife's debit card from this company, she passed away October 15 this year and I checked the account and seen this 100.00 charge was attempted. Please stop any and all attempts to use this cars as it is unauthorized use. The next step will be the AG of Kansas for Charges.
  See charge attempted:......
  Denied charge for $100.00 on 12/10 21:58 CST at Crystal Coast Heating &, *********** NC. Denied due to Card Issuer Rejection on card ending in ****.

  

  Business Response

  Date: 12/27/2022

  ****, Our credit card processing account was hacked and some criminal charged people $100.00. We have been working diligently with our processing company to rectify this issue. We apologize for any inconvenience.