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Business Profile

Heating and Air Conditioning

Custom Climates HVAC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:05/08/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 bought a split unit from Custom Climates HVAC on 6/10/21 for $6,821.83. It worked well until December of 2022, then it died. We have had technicians here to work on it six times since then (12/28/22, 1/11/23, 1/31/23, 3/2/23, 3/21/23, 4/4/23) in the last 5 months, but they have not been able to fix it. They cancelled an appointment they had scheduled for 5/3/23 and we are still waiting for a new appointment time. It has been a mess since the installation where an unqualified employee installed the wrong unit. It took several visits by technicians at that time to get the unit working properly. Now, it is almost summer and we will need the A/C to be working in the heat. My husband has a chronic medical condition that requires he be comfortable in the heat. We feel we have been patient during the last 5 months as technicians have tried to fix the unit. We are now asking that a new unit be installed. However, Custom Climates HVAC are still dragging their feet. We need the unit to be working. We don't know where to turn to resolve this problem.

    Business Response

    Date: 05/19/2023

    We canceled the appointment on May 23rd because the Manufacturer's Technical Representative we had meeting us on-site (to help diagnose the issue) had a death in the family and ended up leaving the State. Due to the Technical Representative's very busy schedule and the timing of when he would be able to meet us (and as a courtesy to the customer), we have decided to replace the outdoor unit and absorb the cost. Mr. *** has already been contacted and we are waiting to hear from him for scheduling.

    Customer Answer

    Date: 05/22/2023


    Complaint: ********

    I do not accept the business's response as a resolution to my complaint because: Only a portion of the unit is being replaced. I expected the whole unit to be replaced.

    Sincerely,

    **** ***

    Business Response

    Date: 06/06/2023

    I explained to **** *** that the outdoor unit was the only piece of equipment having issues and was the only unit that needed to be replaced. He understood and agreed. The unit was installed at his house on Friday, May 26, 2023. **** *** should let you know that this issue has been resolved and we are complete with our work. 

    Customer Answer

    Date: 06/08/2023


    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,

    **** ***

Custom Climates HVAC is NOT a BBB Accredited Business.

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