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:06/01/2023

  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.

  Allen Kelly installed an AC unit they knew was defective. They made several visits to my home and failed to fix the problem, the thermostat. Now they say they can not or will fix it. I spent $17,000 on the install and $800 on extended warranty. The tech said if they replace it, it will still act the same. They will not return my calls. They knew it was bad and they have many of these out in the field.

  

  Business Response

  Date: 06/15/2023

  I have met with ****************** after realizing the issues that he had been experiencing with one of the systems we had installed back in 2019. The problem has been intermittent and as of today, we have not been able to force the unit to reproduce the problem while we are onsite. The issue seems to be related to the thermostat but another possibility is the pre-existing thermostat wiring inside the wall. If we replace the thermostat and the problem persists, I will have done nothing but inconvenienced the homeowner. I talked with ***************** at length onsite and asked him to call me directly the next time he experiences the problem and I will get there myself as quickly as possible. I live fairly close to him and offered to come at any time of the day or night if he calls me. I also explained to him that we sometimes are at the mercy of the equipment to show us the problem and prefer to be able to experience the problem firsthand before we just start changing parts. I made him a promise that I would not continue dealing with the problem and I would rip the entire system out and install a new one if that what it takes, but I just need to see the problem to make sure what we're dealing with. If there were to be a problem with existing thermostat wiring inside the wall, even if I were to put another new system in his house, we could have the same issue. The concealed wiring inside walls is not something we replace unless we know there is a problem. I asked him to allow me a little continued ***** to be able to see this problem for myself so we can make an informed decision on what the fix needs to be. Unfortunately, the problem has been very intermittent which are the absolute worst problems for us to troubleshoot. Sometimes we are left to just guess at the most probable faulty part and replace it to effect some kind of change. I did do a reset of the thermostat in question to see if that any effect. I am waiting to hear from ***************** with updates on how the system is functioning. I assured him that we would not leave the problem to linger any longer than necessary. 

  Customer Answer

  Date: 06/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************