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:09/15/2023

  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.

  Reported AC out on 8/24/2023, was advised that a part needed to be ordered. Have called/texted/and visited office numerous times. Always told they need to follow-up and will get back to me, which they don't. Finally on 9/14/2023, I find out that the part has not even been ordered yet and the part is on backorder and no ETA can be provided. AC unit is under warranty and yet nothing has been done to fix or replace the unit. My family and I have been with out AC for over three weeks during the hottest month of the year in the desert.

  Business Response

  Date: 09/15/2023

  On 8/24/23 ************** arrived on scene at the house at 6:12 pm.  The information was presented to parts management the same day.  The part was identified and listed as backordered.  The customer called on 8/25/23 to check the status of estimate. We received a call on 8/28/23 she was informed that we would contact her as soon as we received information from the manufacture.  ************** called the customer on 8/29/23 to discuss the nature of the backordered part, and installed cost.  Customer stated that she wasn't able to afford the repair at this time, and that they had cooling sufficient to get by for now.  On 8/29/23 our manager attempted to call the customer several times to discuss that the system was under warranty through the original homeowner, and we would be willing to process in their name.  On 8/30/23 at approx. 7:00 AM  text message was sent to the customer to try and follow up.  She was informed that it was indefinately backordered with no ETA, and again that we were able to push through the warranty part.  Our manager received a call on 8/30/23 from the customer, and she was informed that the part was on order.  On 9/5/23 we received notice from the manufacture the the order was cancelled due to a revised board being used at this time.  We attempted to order the new part number and again were notified by the manufacture that it was indefinately backordered at this time.  They would look into this matter and see if anything could be done.  On 9/8/23 the customer called asking the status on the part.  She was informed again that the part was indefinately backordered.  On 9/11/23 we received word that the part could not be substituted and that we would have to place the order for the new board to get in a queue line.  Our manager was out of town at this time, and did not immediately order the board.  On 9/12/23 the customer came to the office upset about the situation at hand.  She was informed that it was out of our hands, and that we were doing everything we could to remediate the issue.  On 9/14/23 our manager returned to town, and ordered the new board under the new part number.  On 9/14/23 our manager called the customer to discuss the situation.  The customer was informed that nothing had changed on the status, and that we would update her when additional information was given to us.  She requested that they change out the system.  He informed her that the manufacture does not have a replacement warranty, but I would be willing to send an email to the local rep with her request.  An email was sent to the territory manager.  On 9/15/23 we received an email from the territory manager that this was not an option.  At approx. **** on 9/15/23 we received an email that there was a complaint with the BBB.  

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20607624
  
  I am rejecting this response because:

  I was never informed that part was ordered back in August or the details that you were told the back order was indefinite. Nor was I informed anything about a replacement board or the original order being canceled. When I called ****** they said they could not locate any orders submitted and that the part was being manufactured and back order was not indefinite.
  

  I understand that the part not being available is out of your hands, however based on your dates, when you were advised that new board needed to be ordered, it took a week for that to be done. This was the same week I had called twice and then came to the office since no one would call me back. 
  

  Going forward, I ask that Im informed of any changes/activities occurring with the order as soon as possible. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/19/2023

  The initial quote was denied by the customer on 8/28/23.  I have a recording of this conversation.  Our manager followed up with the customer to notify that the warranty was going to be accepted.  On the 28th the customer was notified that the part had no ETA.  We have been trying to work out a repair for this failure, and there really isn't one available as this is a communicating system; it will not work without the board.  There has not been much follow up as the manufacture will only notify us when the part is available.  The customer has been notified that the manufacture will not replace a system that is nearly 10 years old.  I don't know of a manufacture that would; regardless of the wait for parts.  

  Customer Answer

  Date: 09/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is  not satisfactory to me, however Im not going to continue the back and forth they said/I said emails. Consider this closed. 
  
  Sincerely,
  
  *************************