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:01/29/2025

  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.

  Our home warranty company *** contracts with this vendor and he was assigned to replace our water heater that leaked. Due to the water remediation that was required, he did a temporary installation until the water remediation was completed and told us he would return to do the actual installation afterwards. He LIED to the home warranty company and told them he did the complete installation, when he only did a temporary one (water heater remained on our garage floor, water softener was not hooked up, not brought up to code). We paid him $1200 out of pocket. When we contacted him to complete the installation after the remediation was completed, he said he needed to get authorization from AHS. He then told us that ***** denied the request and we needed to pay an additional $700 for the "reinstallation". NO installation was ever done. He then "negotiated" to come out for $250 to complete the installation, reinstall water softener and bring it up to code. When his service guy showed up for the installation, we were told that he would ONLY install the water heater and not the water softener. When we asked for that service to be completed, he called the owner and was told to leave our property. We have asked for $720 of the $1200 we pre-paid this vendor back as we were forced to have another plumber come out to complete the water heater installation, put in new gas line, bring it up to code, reconnect our water softener and pull the permit. This vendor is REFUSING to refund the $720 we paid him for services he did not complete. I do NOT recommend that you ever do business with this company. This company *** is currently listed as temporarily closed on ****, which I believe he did because of the terrible 1 star reviews that are posted on the site. The reviews are very similar to what we experienced. This vendor is a thief and a liar and completely unprofessional with clients.

  Business Response

  Date: 02/18/2025

  Please see attachment. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22873965
  
  I am rejecting this response because: This vendor is blatantly lying in his response to my complaint. This vendor informed *** that the installation was 100% completed on 12/11/24 which was incorrect as only a temporary installation was performed on 12/11/24. That is why *** "denied" as AHS was told by Expert Cooling and Heating that all work had been completed on 12/11/24. The plumber assigned to our work order on 12/11/24 also told us that they would come out after the water remediation was done to complete the installation, bring the water heater up to safety codes and rehook up the water softener system which was unplugged and relocated to our garage floor along with new water heater. We were not informed that there was going to be an additional charge, we were told it was included in the $1135 that we paid out of pocket to Expert Cooling and Heating on 12/11/24.

   

  I have spent the last two months speaking with a supervisor at *** home warranty, who finally explained to me two weeks ago that the reason *** denied the service request to come out in January is because this vendor had reported to *** that all work was completed on 12/11/24. That information was inputted into their system and was the reason why subsequent requests for service were denied as unnecessary.
  
  Additionally, on January 13th, ******************************************************************************* its original location, to bring it up to safety codes and to file the permit, the worker was specifically told to only lift the water heater from the garage floor to the newly installed stand. The worker was told NOT to touch the water softener (which had been taken down by this vendor on 12/11/24). The recirculation pump could not be reconnected as it was old and very corroded and would cause a leak in the near future. We, the home owners, paid $300 out of pocket to purchase a new recirculation pump. All the plumber needed to do was connect it. The worker contacted the owner to ask if he could install the new circulation pump, the owner said "leave the property". This was completely different information from what we were told by this plumber on 12/11/24. Why would we pay $250 to have them complete the water heater installation when they refused to reconnect the water softener that they unplugged and moved on 12/11/24. It makes no sense as we would have to call and schedule a different plumber to do that work??
  
  Expert Cooling and Heating was kind enough to provide you with a list of the "non-covered fees" in his response. He was paid for:
  1. Circulation modification $350
  2. Water line modification $230
  3. Permit $140
  He did NOT perform any of the above services that we paid him to do and he promised us he would complete.
  
  Because he would not reinstall the water softener along with the water heater and would also not replace the recirculation pump, we were forced to contact a different plumber to come out and complete the new water heater installation, bring it up to safety codes and pull the permit. This work has now been completed and the water heater has been inspected and approved being up to safety code.
  
  We are demanding that Expert Cooling and Heating reimburse $720 in monies pre-paid to him (as listed above) that he did NOT PERFORM. 
  
  Also, this company is currently listed on Yelp as "termporarily closed": *************************************************************************************************************************************************************************************************************************************;
  The reason is the terrible reviews that have been posted, many of the complaints by homeowners that have the same home warranty company, ***, as we do. By closing his business, he was hoping to remove all the bad comments, but with no success.
  As one of the comments states "The only thing Expert Cooling and Heating are experts at are ripping people off. No wonder they decided to temporarily close their business". Posted on Feb 4 2025.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/20/2025

  please see attachment.

   

  Thank you 

  Customer Answer

  Date: 03/21/2025

   
  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 accept the refund of $490.00.
  
  Sincerely,
  
  ***** *******