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:06/17/2025

  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.

  A1 ******** was hired to come to my house and fix my air conditioner last Thursday. The technician told me we needed a part and they would order it and install it this week. We are in a heat wave with health warnings now. I call *** and he told me that the part was ordered. I asked him when it would be here and he asked me if I had the tracking number. I told him he ordered the part and he should have the tracking number. He said I was not his customer and could not help me and hung up. i want the company to complete the job they were hired to do.

  Business Response

  Date: 06/18/2025

  Subject: Customer Interaction – Mr. Sales
  Mr. Sales left a voicemail stating that he had received the tracking number for his equipment delivery and was asking when installation would take place. I returned his call and asked for the tracking number he mentioned. I explained that since this is a claim through his home warranty provider, Old Republic Home Protection, we cannot schedule installation until the part actually arrives.
  The part in question is an actuator affecting only one room in the home — the rest of the house currently has cooling. Despite this, Mr. Sales became extremely upset, claiming the heat was unbearable. I reminded him that he is a customer of Old Republic, not directly of our company, and advised him to contact them for further updates.
  When he became increasingly belligerent and verbally aggressive, I ended the call. We will not tolerate abusive behavior toward our staff under any circumstances.
  Please advise on any next steps or communication needed with Old Republic regarding this issue.

  Business Response

  Date: 06/18/2025

  The job was completed on June 18th, 2025

• Initial Complaint

  Date:07/19/2024

  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.

  On March 8, We purchased the house (Listed address). On April 3 we contacted our ********************* (American Home Shield -I want a complaint against them also) to repair our Air Conditioning system. they are our Home Warranty company.They sent out their contractor - A-1 ********. A-1 stated that our A/C had one or 2 computer boards that went bad, but he wouldn't know until he replaced one then looked to see if more "codes" came out. He didn't have the parts so had to order them and come back. Two weeks past then he made return appointment. The same thing happened. It was now another part, that he didn't have and must order. The same thing happened, 2 more weeks, then they returned. He replaced the part. Now he said it might be the *** or Motor. The same thing happened again. He never has the part and must order it. We now wait more 4 weeks. I called the company, nobody ever answers, I left a message. This story keeps repeating. A-1 has been out to my house 8 times with no fix. It has been 4 months!We live in mesquite, **. this is the desert. It is 110 or higher every day. This company doesn't care. I called American Home Shield. They stated that I could not change contractors, that I had to wait. I told them A-1 was not competent and I didn't want them back. They said I had to keep waiting on A-1 and could not change providers. I told American Home Shield (AHS) I wanted to be paid out for the repair so I could get a local contractor to fix this. They said they had to wait on a "status report" from A-1, even though A-1 reported to them they could not fix it and a full replacement was needed. I called AHS and they said were waiting on report from A-1. They called A-1 and I did again. Still no payout.

  Business Response

  Date: 08/02/2024

  This was an American Homeshield customer, we did everything we could through tech support, so our District Manager said turn in report for a new one, which I did. after that I don't know what happened.

   

  Thanks,

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

• Initial Complaint

  Date:07/17/2024

  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.

  June 22 my AC went out and I called America home shield. A1 ******** was then contracted by American home shield to put in a new compressor. Today is July 15th and our AC has not been fixed. The owner ignores calls and we are in triple digit heat.

  Business Response

  Date: 08/01/2024

  ***************************,

  Is a customer of American Homeshield, not a customer of ours. She cancelled the call, so it cannot be completed.

   

  Thanks,

   

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

• Initial Complaint

  Date:07/11/2024

  Type:Order 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.

  Please see the attached paperwork. The amount exceeds the limit for this box.I can also provide copies of the call logs/emails/texts if needed.Thank you

  Business Response

  Date: 07/26/2024

  **************** is a customer from American Homeshield Warranty. **************** was very upset the first time we went there on an American Home Shield WO#*********ID 90498949. To look at one of her units. She wanted 5 units looked at. Only one unit per work order we told her. So we did look at her swamp cooler and repaired the float on it. Tech accidentally broke handle off of water picket which he did fix. Then she calls and said we burnt her pump out, which we didn't, but we installed new pump at no charge. She called American Homeshield multiple times a day complaining. So one of her units American Homeshield purchased for her and had us install the unit. She was very belligerent to our tech whenever we went there. So American Homeshield called her and said do not bother the tech's while they are installing your new unit or they will leave. So the day we were to install the unit, the unit would not fit through her gate, so the gentleman there said we could undo the fence and put back when we are done. So we removed the fence and she came out and said your destroying my property and would not listen to us and just keep talking and trying to argue with the tech, so he put the unit in place and put fence back together better than it was before. Then I went to the sheriffs department to file a complaint against her. the sheriffs department said I could put a restraining order against her, but I said no I am not going back to finish the install. And American Homeshield agreed to this.

   

  Thanks,

   

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

  
  

• Initial Complaint

  Date:08/12/2022

  Type:Billing 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'm contracted with A1 Mitchell's Heating and Cooling through my home warranty ******************** the home inspector stated in his report that there was a pan leak in the Attic from the air conditioner coming out of the drip pan so the owners that sold us the home gifted us with the warranty so that we could get help with this it's documented with the warranty and with A1 ********'s even though they're denying it that they were first originally called here to address the pan leak they came replaced the condenser which was not broken told me that I needed to they needed to drain the Freon but if they needed to fill it back up that I wouldn't have to pay for it twice and that they needed to drain it to check for a Freon leak which I knew it wasn't a Freon leak but I agreed because at the time I did not know any better I'm also handicapped so I can't get up in the attic they know that I can't get up there to check as well the gentleman that came Ken damaged my walls with his ladder and look down at me and told me that he wasn't responsible for damage and I said okay anyway they proceeded to tell me that now that they emptied the freon since they don't sell or make or the old Freon anymore that I have to pay for new Freon and a new condenser that there wasn't any way around that I tried to argue that they should have let me know that before hand and that's what they told me beforehand I wasn't supposed to pay for the freon and he threatened to put a lien on my home at the time I was very intimidated and did not realize that he was breaking the rules and lying to me and taking advantage of me and I was scared so I paid the money I filed a complaint with the home warranty who did nothing but ignore me so another year goes by and I realized by extensive water damage to my ceiling but they never fixed the pan leak that they were called for so the ******************** forced me to contract with them again even though I pulled them I didn't want to go through them and I explained why but they said there was no other contractor in my area so I spoke with the manager I went over the history and why I was hesitant to let them in my home again he apologized extensively and assured me moving forward we wouldn't have an issue however he could not address the refund for the prior service cuz he was not employed and didn't have access to the payment records his name is Talon and he assured me that he would send somebody out to do the job right and to give them a second chance so under duress I agreed after the technician Noah that came confirmed that the pan was not only full and leaking in my attic but the pipes were very clogged he told me that the pan was not only flooding my attic but that it was also severely bent and tilted over so he had to adjust the pan and flush the lines I asked him on recording if the person who came last time would notice such thing and he says yes this is the first thing we check for any of the technicians before from his company and anyone else who would have went up there would have been able to see this this confirms to me that when Ken came last year for a leak with visible damage to the ceiling he had neglected to address this to make more money because the owner had ignored this it caused more and extensive damage the ceiling/roof in my bathroom the issue has now been fixed however not in the professional manner that it should have costing me and the warranty company a lot of unnecessary money and replacing things that he didn't need to replace so I reviewed this on Google and filed with the contractor's board I also filed a review with the warranty company after complaining with the warranty company they sent me a link asking me for my review when Ken saw this he was infuriated I am aware through sources that not only did he verbally reprimand his employees over this matter but now I'm receiving harassing phone calls and messages I can provide from Ken threatening me and bullying me for making my reviews and my complaints I need help I need the refund to for my Freon they deceived me in purchasing I never authorized to upgrade and I need the damage caused by their deliberate negligence By ignoring the drip pan it caused in my ceiling I need help with this issue please also I don't deserve to be harassed or bullied I'm receiving threatening phone calls and voicemails in addition to this the technician that accompanied can blew up the yellow dye they used to put in the line leaving yellow dye stains all over the side of my house that they never fixed upon viewing reviews on ****** and **** there are several other complaints of this company doing the same thing to other people I think that there is a bigger underlying issue here that needs to be addressed I appreciate your help very much thank you

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 6, 2022/08/19) */
  Contact Name and Title: Cory M*******
  Contact Phone: **********
  Contact Email: M*******[email protected]
  
  A1 Mitchells Heating & Cooling LLC. received the first WO# 12-8-2020 from ******************** to go to the home and fix heating issue. Our tech. found one of the two systems to be low on refrigerant. He made the NEW home owner aware of out of pocket costs to which they agreed to pay, the unit was filled & a dye pack was added to the system for leak detection( standard practice). Upon departure both units were up & running. On the work order from *** there was nothing stated about water leaking from the attic as suggested from Ms. ****** statement. On 12-12-2020 there was a leaks search performed on the system that had freon put in previously, Also at that time is was brought to A1 Mitches Heating & Cooling the other system had quit working. The compressor had shorted to ground in that system causing the system to not heat. On 1-28-2021 the compressor was installed & the system was refilled with the new drop in replacement refrigerant that ********************* REQUIRES per when a compressor is changed out. David Salvi's policy clearly states *** is only going to cover $10.00 per pound leaving the remainder of the cost of freon the the home owner, The out of pocket cost for refrigerant to the home owner was $540.00 dollars which was paid to A1 Mitchells Heating & Cooling LLC. There are serval rules & limitations A1 Mitchells Heating & Cooling LLC. must fallow per the ******************** contract that David has acknowledged & signed with ***. The customer asked Cory M. the day he was there to replace the compressor if he would get up in the attic to see why the other unit was producing water from the condition line. Cory being an owner went above and beyond trying to help the customer. That day he cleared the drain lines & vacuumed the secondary drain pan to insure the home owner wouldn't have any issues, which is a maintenance issue that is NOT COVERED by ******************** and she was not charged for the extra services performed which she should have been billed an extra $285.00. On 2-3-2021 A1 Mitchells Heating & Cooling LLC. received another work order for the 3 ton unit not heating. When the technician was there that day he found the indoor air handler did not have heat strips so when the unit goes into defrost mode the unit blows cool air. ******************** will NOT cover the cost for missing equipment only what is currently at the home IF IT IS NOT A PER-EXISTING PROBLEM Like what Ms. ****** is claiming here in her statement. A1 M*******s Heating & Cooling LLC. gave Ms. ****** price to put a set of heat strips in her air handler which would elevate the issue. SHE REFUSED to purchase the parts needed. Ms. ****** did call the office demanding her money back from A1 Mitchells Heating & Cooling & started a argument with Ken M******* when he simple tried to explain her home warranty policy to her which is not our responsibility to explain the customers contract they purchase from ********************.
  
  On 8-1-2022 A1 Mitchells Heating & Cooling LLC. received a work order from ******************** an a technician was dispatched out to the property of Ms. ****** for a unit not cooling, When Dispatch reached out to schedule Ms. ****** for the appointment she went off on a tangent making all kinds of accusations about the previous service calls & how A1 Mitchells had ripped her off for freon when she was needing a compressor replacement. Once again her policy cleary states she is responsible for the remaining portion of the bill for such services rendered per her contract with her home warranty company. Talin (dispatch manager) advised her he was not aware of anything she was speaking about & that he would look into it. Ms. ****** demanded her money back for the non-covered costs of when her compressor was installed from over a year prior. Talin was able to assist Ms. ****** with the scheduling of her current work order. Noah was dispatched to her home upon arrival he was told the indoor unit was leaking water. Noah proceeded into Ms. ******'s attic. He cleared the drain lines & made Ms. ****** aware this is normally caused from a lack of maintenance which is required by *** yearly. Ms.****** stared berating him with questions about wouldn't a tech notice if the pan was bent or needing to be re-leveled. Noah answer yes to her question but Ms. ****** is trying to twist what he was trying to explain to her the issue of the drain pan leaking would be noticed during a yearly maintenance. On 8-9-22 A1 Mitchells Heating & Cooling LLC. received a recall work order from ********************, Shaun & Derrick were dispatched for an appointment on 8-10-2022 it was discovered that her indoor unit was needing to be re-leveled & pitched correctly. Pictures were taken of the area that this customer is stating has extensive damage. The work was completed that day.
  
  Ms. ****** left a horrible review after the work was completed & Talin (Dispatch Manager) reached out to Ms. ****** on a recorded phone call asking the reason why she had left a bad review. Ms. ****** again started making all kinds of accusations & threats about sueing A1 Mitchells Heating & Cooling LLC. for the pre-existing damages to her home & how A1 M*******s Heating & Cooling LLC. has done nothing but rip her off and caused more damage to her house yet she openly admitted here in her statement she bought a house that had problems with the HVAC SYSTEM leaking water. A1 Mitchells Heating & Cooling LLC. has never received any work orders from ******************** with any indications of water leaking from the indoor units. Ms. ****** states there is dye damage and to our knowledge there has never been any damage to her home from any of our technicians. After the slanderous remarks & threats that were made Ken M******* simply reached out to Ms. ****** and told her if she feels like she needs to get a lawyer A1 Mitchells Heating & Cooling would see her in court & to please quit making false accusations towards the company or there was going to be a counter lawsuit for slander and punitive damages. From day one our technicians have always taken pictures to prove our techs do their jobs properly. Ms. ****** has never had any issue with our techs taking pictures until our colored lead tech was there the last time out.
  
  Once again this customer is a ******************** customer which we have to fallow their policies.