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:02/06/2025

  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.

  On December 4 2024 mu boiler broke down .. i had no heat .. i am 69 years old and physically disabled with cerebral palsy .. my plumber was unavailable and years ago I used Oceanside and i know the owner quite well ..i used him for 15 of 20 years before I left the state .. i asked a friend to try to get a tech here asap .. the tech arrived within an hour .. he said that it was a rollout switch and he repaired it in twenty minutes .. i asked how much it was and he said he had to speak to the boss .. that night the boiler went out again and I called the company and they sent out another tech out .. he said it was a three way switch that needed to be replaced but he did not have it on the truck .. he said that he rigged it and hopefully it would work all night and he would return the next morning with the new switch .. he estimated it would be $1500 for the switch .. the boiler went off at 1 am and by 3 am the house was freezing cold .. i pleaded to my plumber to help me and explain what had happened in the last 12 hours .. he showed up at 5.30 am and found a wire disconnected.. he hooked it up and the boiler started working.. he said he would return at noon and service the boiler .. i told Oceanside to hold off and they said i needed a new boiler for $15000 dollars .. the rollout switch repair cost $783 .. the plumber said it was a $20 part .. i offered them the service fee $150 plus $40 for the part and $30 for the tech .. they would cash my check and claim i owe them $783 for a $20 part .. i feel like this is way over priced and they are taking advantage of me because I am old ,disabled and on a fixed budget .. this is exploitation .. i also had to pay the plumber $375 for matinance which they never offered and instead told me I needed a new boiler for $15k .. i have a copys of Oceanside's bill , the plumbers bill and the letter I sent to them .. the plumber had a bill for the part they replaced .. they refused the check and demand payment in full Please help

  

  Business Response

  Date: 02/07/2025

  To whom it may concern, Please see below the tech and office description from our dispatch software. The client called with no heat, she is disabled and we have known her for many years, we went right out because of her disability, my Assistant Service Manager handled the call. The boiler is in poor shape we explained that to her we replaced a defective rollout switch that covers a 12 month parts and labor warranty. She was given the price before we started she agreed to the pricing and we repaired it. She doesn't want to pay the price she was quoted and sent us a fraction of the cost for the repair. We will not accept that because thats what that repair costs my business with my overhead  and *** warranty the repair. So please see the structure of the call below that was copied and pasted from our dispatch board.

  
  ****** Jefferson emailed invoice to *********************************:
  Status: Opened
  
  12/6/2024 1:25 PM
  ****** Nelson exported the invoice
  12/5/2024 8:54 AM
  ****** Nelson posted the invoice
  12/5/2024 8:53 AM
  ****** Nelson added invoice to Batch #**** SN
  12/5/2024 8:53 AM
  Chat log 12/5/2024:
  ****** Massaro : Hello this is the office reaching out. We are going to be out today between 12 and 1:30 to give you temporary heat. ***** will get you a price for a new boiler. If you decide to go with a new boiler we will deduct the price of the repair from the boiler once installed. 12/5/2024 7:41 AM
  
  Survey SMS was sent to **********: Status: Sent
  12/4/2024 4:00 PM
  *** Thomas marked *** Thomas as Done on the appointment # ********-1
  12/4/2024 4:00 PM
  *** Thomas completed the job for 12/4/2024 4:00 PM
  12/4/2024 4:00 PM
  
  *** Thomas attached a file: Invoice_********_signed_2024-04-12--15-59-28.pdf
  
  12/4/2024 3:59 PM
  *** Thomas captured the Acknowledgement signature from the customer
  12/4/2024 3:59 PM
  
  *** Thomas attached a file: Invoice_********_signed_2024-04-12--15-59-23.pdf
  
  12/4/2024 3:59 PM
  *** Thomas captured the Authorization signature from the customer
  12/4/2024 3:59 PM
  *** Thomas deleted HIGHLIMIT from the invoice
  12/4/2024 3:57 PM
  *** Thomas added ROLLOUT to the invoice for $633.00
  12/4/2024 3:57 PM
  *** Thomas added HIGHLIMIT to the invoice for $633.00
  12/4/2024 3:57 PM
  *** Thomas added DIAGNOTAX to the invoice for $150.00
  12/4/2024 3:57 PM
  *** Thomas edited the invoice summary
  12/4/2024 3:57 PM
  *** Thomas arrived *** Thomas at the appointment # ********-1
  12/4/2024 3:37 PM
  Hayley Bell rescheduled the appointment #********-1 for 12/4/2024 3:30 PM - 12/4/2024 5:00 PM
  12/4/2024 3:32 PM
  Bio MMS was sent to **********: Status: Sent
  12/4/2024 3:27 PM
  *** Thomas dispatched *** Thomas to the appointment # ********-1
  12/4/2024 3:27 PM
  Hayley Bell edited the Summary 1st After HoursNo heat - Boiler not working(customer doesn't speak well but will have a helper at house) ? No heat - Boiler not working(customer doesn't speak well but will have a helper at house)friends w *****
  12/4/2024 3:22 PM
  Hayley Bell rescheduled the appointment #********-1 for 12/4/2024 3:30 PM - 12/4/2024 4:30 PM
  12/4/2024 3:20 PM
  Hayley Bell unassigned **** Jouas from the appointment # ********-1
  12/4/2024 3:20 PM
  Hayley Bell assigned *** Thomas to the appointment # ********-1
  12/4/2024 3:20 PM
  ****** Jefferson confirmed appointment # ********-1
  12/4/2024 2:54 PM
  ****** Jefferson rescheduled the appointment #********-1 for 12/4/2024 5:30 PM -12/4/2024 6:30 PM
  12/4/2024 2:50 PM
  Booking confirmation was SMSed to **********: Status: Sent
  12/4/2024 2:50 PM
  ****** Jefferson assigned **** Jouas to the appointment # ********-1
  12/4/2024 2:50 PM
  ****** Jefferson added Collect On Delivery tag to job 
  12/4/2024 2:50 PM
  ****** Jefferson added Potential Member tag to job 
  12/4/2024 2:50 PM
  ****** Jefferson booked the job. The appointment #********-1 is for 12/4/2024 5:00 PM
  12/4/2024 2:50 PM
  Chat log 12/4/2024:
  system : Your appointment with Oceanside Service, Inc. has been scheduled for Wednesday December 4 2024 at *****************************************************************************. If you have not already been given a specific time, you will be receiving a phone call on the morning of your appointment with your scheduled time-frame. To make any changes, call **************. This is an automated message, please do not respond. Call the office directly with any questions. Thank you! 12/4/2024 2:50 PM
  system : Hi, your technician *** ****** from Oceanside Service, Inc. is on the way to *****************************************************************************. Call our office for any questions: **************. This is an automated message, please do not respond. 12/4/2024 3:27 PM
  system : How would you rate your experience with *** ****** from Oceanside Service, Inc.? Text back a number from 1-5 (1=Poor, 5=Excellent) 12/4/2024 4:00 PM
  
  
  
  Completed
  12/04/2024 04:00 PM 
  $783.00
  Job Notifications
  
  

  
  

• Initial Complaint

  Date:12/29/2022

  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.

  Oceanside Service, Inc. installed a costly ****** Inverter system with heat pump and four zone ******** motorized zoning system in my home in 2018. I paid $18,662.50 for the system. I just found out after 4-1/2 years of problems with the installation with repeated service calls that didn't address my problems (the system was finally calibrated correctly on September 2, 2022), that the seven year extended warranty over the five year equipment warranty on both the ****** Air Handler and the ****** Inverter with heat pump had never been applied for. The contract with the Oceanside stated that installation of the equipment came with a 12 year warranty with labor. The 12 year warranty was a significant factor in my deciding to have Oceanside proceed with the work. When I spoke directly with ******, I found out that the extended warranty had to have been applied for by the installer within 60 days of installation. There is no doubt that Oceanside was the installer of the units and was responsible for applying for the extended warranty. After reaching out to Oceanside on multiple occasions, the owner finally called me back in mid-December, 2022. I told him that I had just found out that the units were not registered with ****** and that there was no 12 year warranty. He told me that as his company was a significant dealer and distributor of ****** he would correct the situation. To date, I have not heard back from him as to whether my units are covered by ****** for the additional 7 year warranty.

  

  Business Response

  Date: 02/01/2023

  In response to Mrs *********'s complaint, the issue of the warranty and the delayed response is because the original distributor that we purchased the equipment from no longer sells the ****** equipment that was installed in her house and they unfortunately failed to register the equipment for the 12 year parts and labor warranty. The delay in getting back to her was they delay and trying to find a way to handle this on their end. Unfortunately the brand ****** won't allow us to do it on their end. So we will in house provide the client with the remainder of the full 12 year parts and labor warranty dated to the original date of the installation until 12 years from that. We will provide her a letter stating such so she has it. I hope this satisfies the customer as we take great pride in our A+ BBB rating.

  Customer Answer

  Date: 02/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because when I pointed out to Oceanside over the past several years about their obligation to provide parts and labor for twelve years, I was ignored.  There is no reason to believe they will honor their commitment with a letter this time when they didn't honor their commitment contained in their written proposal in the past. Furthermore, I was unhappy with the quality of their service over the past four years.  Whenever I mentioned problems that I perceived with the new HVAC system, I was repeatedly told that those problems were not issues.  In other words, I was imagining the problems.  I tried to reach out to ***** ****** several times about my unhappiness with their service.  He only got back to me after I had already taken the steps with the BBB.  He had an opportunity to resolve this matter before I decided to file the Complaint. 
  

  The only thing that I will accept is for Oceanside to provide the extra seven year warranty on the equipment.  If they agree to give me a seven year agreement to replace whatever ****** parts become defective over the next seven years and will agree to work with my new service provider, I will consider settling the Complaint.  I am uninterested in their providing service as there is only one manager at Oceanside who understands the operations of the HVAC that was installed in my home.  I don't think that the lower level staff have the training or sufficient understanding to work on my system. 
  
  
  
  Regards,
  
  
  
  ***** *********