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:09/22/2022

  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.

  Replaced new a/c about 5 years ago. Paid about 12 to 13 thousand dollars. The a/c is located about our kitchen ceiling. With the hot weather and the constant running of the a/c the condensation from the frozen pipes has done a water dripping on our kitchen ceiling. On 8/3 one man came out to replace the filter. Cost $82.97. He cleaned and took pictures from the pipes upstairs. I also asked him to take a picture from the kitchen ceiling what he did.

  Business Response

  Date: 10/24/2022

  Signature heating cooling and plumbing takes any customer complaint seriously and look forward to finding resolution for the issue.  We wish the circumstances were different and that there were no issues at the home.  With the installation of the system being five years old it would fall outside of our normal warranty period for this kind of work.  It seems likely that the insulation damage was caused in the more recent history, seeing how the damage to the sheetrock was minimal.  A leak occurring over a five-year period would normally have resulted in a very different type of damage.    Our technician had the same conversation with the homeowner when he went out and for the service and corrected the issue.  I am not aware of the customer calling to address this complaint with us.  I'm sorry that the complaint came through a third party only delaying the conversation.  Please know that all complaints that come to a manager at our company is addressed and resolved to the customers satisfaction.  It seems like resolution of this issue should be minor and easy to take care of.  Please have the customer call our office and speak with a manager to address this complaint.  We look forward to helping work through this problem.   

   

   

  Sky Swanson 

  General Manager

  Customer Answer

  Date: 10/31/2022

  
  
  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.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/15/2022

  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.

  I have copies of communication between the company and I. Where the company is promising that their employee will be out before days end yesterday and he never came. I had no form of communication with the technician and was constantly placed on hold with the company. I waited and called every single hour. I also waited here Monday with no one who came out to view the property or do any work. When they finished last Friday, they stated that they would be back Monday and after waiting a full 2 days with no one showing up I am not only out of two days pay, but extremely exhausted and frustrated. When the technician **** finally came by Tuesday for 30 minutes and left without saying anything. I am 20 weeks pregnant and was left in my home alone with the garage door open for over 40 minutes before ever noticing. I live in Albuquerque and the crime rate and home break in rate is insanely high. I felt endangered due to the technicians lack of communications.

  Business Response

  Date: 10/31/2022

  Signature Heating Cooling and Plumbing is committed to providing exceptional service to our customers. I'm sorry that our communication was poor with this customer and can understand why this was difficult.  We do not promise appointment times as a company, the nature of service work is reactive and can result in committed times moving or changing too often.  We do our best to forecast when our availability is but typically communicate to the customer that they should go about their day and that we would call them when the tech is 30-45 minutes from them and headed that direction.  With the nature of the work done at the home we would have wanted the customer to be aware that this is a multiple day process in most situations and that inspectors give an 8am to 5pm window on the day of inspection. In the end I wish our communication was better and apologize for how things worked out.  The customer didn't identify what a resolution would look like to them in their complaint, if there is a way we can resolve this please know that we are here to help.  I'm sorry that the customer felt like escalating to the BBB was necessary and that we didn't resolve this before that point.  Please let me know what we can do to fix this.    thank you