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Business Profile

Heating and Air Conditioning

Country Suburban Heating & Air Conditioning & Sons, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:12/13/2022

    Type:Product Issues
    Status:
    Resolved
    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 had service on my furnace on 10/01/22( invoice number 50422) A Tech came and stated furnace needed a Roll out switch and an Inducer Motor. I paid for service plus gave deposit of $100.00. Tech stated management would call with a total price for parts. I did not hear from anyone in regards to the parts. I called and left messages in regards for update on parts. After about a week I received a call and Suburban, left me a voice message with total price for parts and asked if i still wanted to have parts ordered. Meanwhile, the furnace was working fine, no more issues. Thus, I returned a call to Suburban and left a voice message stating I no longer wanted parts for the furnace as it was working fine. I also asked for how to get my deposit back I never heard word back.
    In coming weeks, I then starting calling asking for the return to the $100.00, deposit. I spoke to different personnel at their offices and I received answers stating they would look into it and I would get call back. I waiter made more calls and received same answers as I would get a call back in reference to the return of my deposit. Again did not receive any calls back, nor have they returned my deposit. I am seeking my deposit of $100.00 returned.

    Business Response

    Date: 01/20/2023

    Please be advised that a reimbursement check has been sent to Elvis Heredia-Lugo.  Thank you. Karie F****** Dir. of Operations Country Suburban 

    Customer Answer

    Date: 01/20/2023

    Better Business Bureau: 

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

    Regards, 

    ***** ******* ****Thank you for your due diligence and I shall be on the lookout for the reimbursement. 

  • Initial Complaint

    Date:11/02/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 called Country Suburban to look at air condition at house.  The lst man said it was not worth fixing and I would have to buy another unit.  It was installed by ****** ******* * *** in Utica, N.Y.  I called the original phone number and it must have been a land line which was not in service, so I called Country Suburban.  The sent the 1st man out who said it wasan old unit--and never took anything apart--suggested I should update and buy new unit from them. I paid  him $ 201.13 and he told me if I need service again., his work was guaranteed for 30 days.  Within one week I called again and they sent me two men, who again told me I need a new air condition units for $ 7400.00.  I get a bill on the 2nd call which my husband did not sign for $ 92.01.  This $ 92.01 I should not have to pay, because it was supposed to be guaranteed,  within the 30 day period.tI saw an add on TV with a phone number for ******--I called they sent a man up, took outside unit apart, replaced the condenser and it has been working like a dream.I feel I am not responsible for $ 92.01 on a second call with one week period, further more these people should not even be in business, because all they want to do is sell a new furnace with air conditioning.  I would never recommend them to anyone and I can see I am not the only person who they have tried to take advantage of.     

    Business Response

    Date: 11/02/2022

    Thomas S****** will be working on this case with customer.

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Country Suburban repairman James arrived on 9/21/22 to look at boiler (no heat in one of the zones), he recommended to replace valves and circulating pump. He said parts will be easy to get and will have Tom
    S****** call and set up an appointment to repair. I was charged 195.70 for that day and wrote them a check.
    No calls from Country Suburban, so I called on 9/28/22 and talked to Oliva and Jessica, and was told that they were waiting for parts and would let me know when they would be in.
    No calls from Country Suburban, so I called on 10/6/22 and talked to a gentleman that said he would look into and personally call me back in 20 minutes.
    No calls from Country Suburban since the 10/6 call.
    I feel the that this could be a scam, send the repair person out quickly (same day that I made the original call on 9/21/22) tell the customer that parts needs to be order and never come back. a quick $195.70 without doing much., either that's the case or just poor business practices.

    Business Response

    Date: 11/02/2022

    Thomas S****** is working on this case with customer.

    Business Response

    Date: 12/19/2022

    The customer was contacted today with the prices of parts and labor, also an email was sent to the customer letting him know we are awaiting his approval to go ahead and order the parts and schedule a time with him. Country Suburban did have to call and get prices on the parts last week, which took 2 days.Thank you, Karie F******Dir. of Op's Country Suburban ************

    Customer Answer

    Date: 01/10/2023

    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, 

    ****** ******* 


    No resolution, Country Suburban hasn't notified me when the parts and service are scheduled to be completed. ****** *******

Country Suburban Heating & Air Conditioning & Sons, Inc is BBB Accredited.

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