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:03/04/2024

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because: it is not true that there were any attempts at reconciliation on their part. We were without the use of the 2 mini-split units for over a month due to their negligence in proper diagnostics and internal follow-up. We had to use portable heaters during this time which resulted in our increased utility bills. In an attempt to reconcile with *** ****** on January 22, 2024 he kept saying 'just pay the bill' which I  did out of frustration: hence the complaint to BBB. It seems that *** ****** is attempting to place the blame entirely on us rather than accepting any blame on his part. This is not trying to resolve the matter amicably. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  *** ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  The condenser was replaced on 1/22/2024; for another 5+ weeks with no heat. Somehow this solved the problem. However, the 2 mini-split units were working so much better that we wondered what was wrong with the system for the preceding 10 years. In addition, we received electric bills for November of $284, for December of $$312, and for January of $543. When I asked Pro-Tech management what they were willing to do they said 'pay the bill.!'

  Business Response

  Date: 03/25/2024

  Please see attached documents.  That is a letter from the owner of Pro-Tech.

  Thank you. 

• Initial Complaint

  Date:05/24/2023

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The date in question it was snowing and the technician did not perform any work and said he would have the office provide a quote.  The pictures were not from that service date because no service was performed.  There was literally snow in the ground.  I don’t want a credit because i am not going to work with this company.   
  
  
  
  Regards,
  
  
  
  ** *** ********
  

   

  Business Response

  Date: 05/30/2023

  Pro-Tech has serviced the unit for Joann for a couple of years now.  The equipment in question has had a persistent refrigerant leak over the past couple of visits.  for the last two visits Pro-Tech had had the equipment limp along, but this last visit was clear the issue needed to be resolved.  Per EPA regulations it was no longer an option to just recharge the system, as the refrigerant would be lost again.  Pro-Tech provided a quote for the leak repair, and an option to replace the equipment.  Pro-Tech invoiced the customer for the work performed and informed the customer if he chose to proceed with one of the options we would credit her the cost of the diagnostic charge.  The customer called to challenge the diagnostic charge and stated the technician did not fix the problem.  Pro-Tech informed the customer the issue would not be fixed without her deciding on the leak repair or the equipment replacement, Pro-Tech was not able to continue to just add refrigerant to the system.  When the customer challenged the technician's presence, pictures were provided to the customer of the visit, customer insisted they were from a different day, they were not.  Pro-Tech understand people may not be able to proceed with more expensive repairs and question repairs, but they must understand that there are codes and regulations we must also follow per our licensing.  The customer knows the equipment has a leak, has known for many visits, it would go against EPA to just get the equipment going without a repair.  

  Business Response

  Date: 06/01/2023

  the invoice will be voided, we acknowledge it snowed that day but no snow was on the ground at the time of the service.  The pictures are time stamped with gauges one the equipment.  unfortunately we are not able to help the customer resolve the issue.

  Customer Answer

  Date: 06/02/2023

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