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:07/26/2024

  Type:Billing 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.

  5/17 (Friday) technician showed up unannounced (was supposed to be here on Monday) unprepared to perform equipment run through and test defrost cycles, which is what we called and made our appointment for. He said he'd have to come back a different day because he didn't have time to do it that day. We never heard from them again about coming back.5/28 our coolers were all running at high temps, technician came to our shop clearly already in a very bad mood and proceeded to tell me that these coolers had to be full of product in order to run at the correct temperatures and there was nothing he could do. He told me to call the manufacturer (but "good luck because you're going to be on hold for 45 minutes"), I got through in less than 5 minutes and the manufacturer's rep told me that they absolutely do not have to be full to run at correct temperatures. The Affiliated HVAC Services tech was rudely arguing out loud with what the rep was saying to me on the phone. The manufacturer sent a warranty service person down to the shop to diagnose and fix these coolers, which he said could have been done by any HVAC tech who had the knowledge and skillset to do so. We received a bill in the mail for 1/4 of an hour from 5/17 and 3/4 of an hour for 5/28. We emailed them to address this issue, they did not respond. We send back a letter with the unpaid invoice explaining why we don't feel we should be responsible for the billed amount. They keep sending invoices with no follow up abou the real issue. The bill is only $104 but this issue is based on principal and the fact that their 2 technicians did not provide any service, if anything, unreliability, unprofessionalism, a terrible attitude, and inconvenience.

  Business Response

  Date: 08/02/2024

  After learning of the level of frustration the customer had with his experience with us, I went to visit with the customer in person.  I gave him the opportunity to express his frustrations with the service he received.  I apologized to him for any inconvenience and displeasure that came as a result of this situation.  I informed him that we will send him an invoice with a zero balance.  He thanked me for visiting him in person. The issue has been resolved.

  Thank you,

  *********************, Member
  

  Customer Answer

  Date: 08/02/2024

   
  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.
  
  We are very appreciative ***** came down yesterday to speak with us in person. He expressed this was the first time he even heard there was an issue and was very sincere, apologetic, fair, and professional.

  
  Sincerely,
  
  ****** (*****) *****