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:02/10/2023

  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.

  I live in a senior complex with subsidized housing and am on a fixed income. Last summer was
  my first full summer in my new apartment and I needed an air conditioner. I applied to the
  Cooling Program affiliated with HEAP for a free air conditioner. When I was accepted, I received
  a listing of companies who participate in the program by giving and installing air conditioners.
  High Performance Heating and Air (HPHA) was one of the companies listed. I contacted them
  because they were closest to my apartment complex. Two young men arrived with a 17-inch GE
  air conditioner, brand new still in the box. One of the men unboxed the unit and installed it in my
  window, screwing it to the window frame and the bottom sash while the other man just stood
  there and watched. Imagine my surprise when the maintenance person for my apartment
  complex informed me that because the installers for HPHA “mounted” the air conditioner to the
  frame and window, I would need to replace both at my expense.
  I received an invoice for $302 for the replacement of the frame and bottom sash. I also received
  a document stating HPHA will be reimbursed $800 from the HEAP Cooling Program for their
  assistance in providing the air conditioner and installing it. I contacted HPHA through email and
  told them my situation twice before I finally received a call back. I again explained the situation
  to a person who identified herself as Megan. She stated she would call me back. When I did
  receive a return call, Megan informed me that she had spoken to her boss who in turn told her
  to tell me mounting the air conditioner was “standard practice” therefore they would not be
  paying for the frame replacement! If I had been told HPHA’s “standard practice” was to mount a
  small 17-inch air conditioner in a window, I would not have let them install it. They should let
  customers know how they install an air conditioner, even one of small size, before they even
  schedule an appointment. They are being paid $800 for an air conditioning unit that retails at
  ******* for approximately $140 and for the roughly 15 minutes it took one person to install. I
  now have a bill for $302 that I can’t afford due to HPHA’s “standard practice” that they don’t
  inform potential customers about while they’re walking away with $800 (and I’m sure an
  enormous profit).
  Don’t give them your business. They are only interested in making a profit at the expense of
  low-income people like myself and they’re using the HEAP Cooling program to do it. In addition
  to posting this review, I am contacting my local HEAP office and letting them know what High
  Performance Heating and Air is doing to the people HEAP is trying to help.

  Business Response

  Date: 02/28/2023

  BBB spoke with the business who explained that the air conditioner was provided free from HEAP and was installed per manufacturer's instructions.

  Customer Answer

  Date: 03/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,
  ******* **** It seems that I'm the one being stuck paying $300.00 for window framing that was ruined by someone else! I live on a fixed income from Social Security Disability and can't afford to pay this money. This is the reason I live in subsidized housing for seniors! If I don't pay it, it could be grounds for eviction! I only chose High Performance Heating and Air because they were the closest to me and were reputable. I WILL NEVER refer anyone to their company for anything!!!!!!!!!You would think that being paid $800., they would at least attempt to meet me halfway!!! It's always the same, the rich stay rich and the poor die trying!!!