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:07/31/2023

  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.

  Our Air Conditioner was not working very well. I called RP services to check it out. They said it sounds like you have a damper system which we dont work with but well come by and make sure. I then spoke with the owner who said its definitely a damper system which RP services doesnt work with. I asked if we should cancel and ****** said no well come out and see if everything is working ok. **** came out on July 11th and said yes this is a damper system I dont work with this. I told him that we knew it was a damper system and ****** said he would see if things are working take pictures etc. he begrudgingly took a few pictures of the unit. I then asked if the refrigerant looked ok. And he said yes you have plenty. A few days later someone else came out to look at it and said our refrigerant was low. It was so low that the untied lit froze over and leaked into the ceiling. I called ****** to ask for a refund as **** clearly did not check the refrigerant which was the one thing he was supposed to do and ****** said he will look into it. I did not hear back from him and called again and spoke to the secretary who said we dont give refunds. I again asked to speak with ****** but and the secretary called me back again saying we told you we dont work with dampers.

  Business Response

  Date: 08/08/2023

  We are responding to Complaint #********. ************************* called to see if someone could come out to her home and explain her system to her? Avigayil is new to the house and has 1 unit with 8 Robertshaw Thermostats. Our Secretary, explained there is a charge for us to come out and explain it to her. ********************** stated that would be fine. 

  ****** did speak with ******** before her appointment and found out she has a damper system, which we don't work on.  ******** still wanted us to come out to try and explain what they have? ****** explained to her there is a charge and that we would not be working on the system, just explaining it to her. Which Avigayil also stated is fine, she accepted our terms. 

  Our service technician showed up for the appointment and confirmed the system was poorly installed, with 8 dampers. We can't fix any problems she would have, due to the improper installation. ******** said thank you and paid for the consultation.  Later that day, ***************** (husband) reached out to ****** to ask what his options were?  We recommended to change the system, it will never work properly.

  Then ******** reached out to us to tell us she got another company to come in and charge the system and she wanted a refund? We refused the refund because we honored the terms we set and so did ***************** 

  This is very concerning to us and would like to resolve this situation. We have never had any complaints in 34 years of service.

  Thank you

   

  Customer Answer

  Date: 08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  That response completely ignored my issue with what happened. Yes, they told me I need a new system put in for it to work properly. I was aware that there was a charge for someone to look at the system. My issue was that **** told me he checked the refrigerant and it was fine when in fact it was so low that it froze over and started leaking into the attic. He clearly did not check it. If he did and told me it was freezing over I would have been able to turn the system off before it started leaking. Checking the refrigerant was one of the reasons ****** recommended I have a service call even though they likely cant work with my system  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/09/2023

  ****** made it very clear when he spoke with ********, we would not touch the system! It was strictly a consultation. If you look at the Invoice, which I have attached, it also states that we were just going over what the customer had, as per  Avigayils request. There was no work to be performed! 

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I understood that no work was going to be done. I asked ****** why I should have someone come out if they dont work on the system and he said Ill send someone to check it out and see if theres anything that needs to be done and anything we can do that doesnt work on the dampers.  **** then came and told me he checked the refrigerant and it looked good (which I assumed was part of checking the system- not doing work on it). I could have turned off the system right away. My concern is that **** specifically told me he did something that he did not do. ****** then told me he would look into it and get back to me and never did and then refused to speak to me and only let me speak with his secretary. The whole thing was extremely unprofessional and upsetting. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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