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Business Profile

Air Conditioning Contractors

Sahara Air Conditioning & Heating, Inc.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/07/2024

    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.
    Sahara Air Conditioning & Heating, Inc. In stalled the wrong type of thermostat in my home , charge a very high price and because they installed the wrong type of thermostat I have to pay a very high price again for the correct thermostat and the installation . They were not friendly when I tried to resolve this matter and did not offer a reasonable solution .

    Business Response

    Date: 11/07/2024

    Mr. ******** contacted Sahara Air Conditioning & Heating on April 28, 2023 and asked us to install two new "smart" Honeywell T6 model thermostats that were suggested to him by another company. We installed 2 new Honeywell T6 thermostats the - the exact model specified by Mr. ******** on May 9, 2023, and set them up to work correctly with the existing HVAC equipment in the home. Both systems were tested in heating and cooling with the new thermostats, then we configured the app on the customer's phone and showed the customer how to work the thermostats and the app. We also provided maintenance for both systems. (See attached original invoice of May 9, 2023.)

    On November 8, 2023 we made a visit to the ******** home for winter maintenance and found both systems operating correctly with no complaints from the homeowner. (See attached invoice of November 8, 2023.)

    Recently Mr. ******** contacted us to tell us that one of the thermostats had failed. We explained that the labor warranty had expired and there would be a diagnostic charge to go to his home to check the thermostat, and if found defective, it would be replaced under the 5-year ***************** parts warranty. We informed him that we charge $79 for a diagnostic service call plus any labor required to replace the thermostat, as the labor warranty had expired over 6 months ago. Mr. ******** became angry and abusive, insisting that he would pay nothing to have the work done. We informed him that a limited parts warranty could be handled by any ********* authorized HVAC contractor (there are many), but as the labor warranty had expired he would have to pay labor to have the work done. 

    Over several conversations with Mr. ******** we continued to try to explain that there is a parts warranty and a labor warranty. The labor warranty was for one year and had expired 6 months prior. The parts warranty is valid for 5 years, but it is through the manufacturer and not Sahara Air Conditioning.

    Mr. ******** has refused to accept this, becomes angry and has hung up the phone on us three separate times.

    Mr. ******** called again today and before I even had a chance to speak with him began threatening us with retaliation and leaving bad reviews on social media unless we gave him a free service call for a replacement thermostat. I explained to him that if he continued to threaten us we would be ending our conversation. I asked him again, "Do you understand that you are threatening me?" He said yes, and I discontinued the phone call.

    Customer Answer

    Date: 11/07/2024

     
    Complaint: 22526473

    I am rejecting this response because: 

    the response from the contractor is a lie , I asked the company to install thermostats that had WiFi capability , because of the fact that I still lived in ******** and needed to be able to control the system remotely . I never suggested a specific type .. it was their technician that suggested that type and said it was comparable with my system . But its very clear that this thremsrat is not the correct one and the system never worked correctly - how could it ? They installed a thermostat for the bedroom in my hallway and the type they installed did not even have an option for a sensor to put in the bedroom . The thremosstat never shot the system down at the desired temperature and over heated/ over cooled my house at night all the time , which cost me considerable amounts in electric bills .. I could never understand why my bills were so high and why the system was not shutting down until today, when a different contractor explained that the wrong type of thremostat was installed . Their technician lack of knowledge is the root cause of this and now Im forced to install a new thrermostat because of their negligence - there customer service was rude to me and when I told them today that I would report them to the BBB they hung up on me everything they stated is a lie and if their technician had any knowledge he would had advised us to install a different type - I and not a hvac technician and neither is my wife who was here - I was never personallly here when they did the installation , my wife was and I can

    Prove I was in ************* at the time , so they are clearly lying 

    Sincerely,

    ****** ********

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