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:07/06/2023

  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.

  This company was assigned to us via our home warranty company - American HomeShield. They have replaced our HVAC unit including an air handler and heat strip. We paid $2000 plus out of pocket for the services provided. The system was installed in January 2022. So far it has been serviced 3 times. The first time it was serviced was Mothers day weekend in 2022, then April 2023 and now July 2023 in the middle of 100 degree weather. Each time it was either due to bad wiring, leaky refrigerant and faulty installation. When you call to speak to a manager or owner, the owner has told me "what do you care its not your money". Except it is my money. I pay for the insurance policy and the deductible and the additional out of pocket expenditure. This business completely takes advantage of people with home warranty services. I am 100% convinced they jeopardize the mechanics somehow to keep coming back to service the unit. Each visit has been billed to the home warranty company for thousands of dollars. They need to be audited and investigated. What they are doing is fraud. I want my $2000 back. I am sick and tired of paying for a deductible and being out of serviced a few month later. When you call the company to have them come back out, they will not even speak to you unless there is a service request via home warranty. They have manipulated the system and figured out a way to make money out of prepared responsible home owners. Shame on them!!!! Shame on you for running a scam!!!!!!!!

  Business Response

  Date: 07/13/2023

  To Whom It may concern

  Unfortunately the equipment that is supplied , is provided by the ********************** and if there is trouble with the equipment after being installed they have to call back the ********************* for a Recall.   If the customer calls and we did not receive the recall we have to wait for the recall to get back  to us,  then we can go back out,  and that, is  per the Home Warranty's rules which we are forced to abide by. 

  If there are any charges that is incurred to the **************** they pay for what is covered, However the charges that the customer owes is overages or non covered  that the Home Warranty does not cover and then the customer would be  responsible for them.  This is all written in the terms and conditions of their contract.

  We go above and beyond for every single customer that we have, we don't take advantage anyone ever.  If there are labor charges incurred it is because the manufacturer or home warranty will not cover them. Any parts that are under warranty would be fully covered, Refrigerant is not covered by the Manufacturer and again we need to follow the proper rules. 

  After 50 years of being in the trade we know that we do everything possible to please our customers.