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Business Profile

Heating and Air Conditioning

Stratton Heating and Air

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:02/05/2025

    Type:Billing 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.
    Seller installed mini-splits that have continually had issues over the last 2 and a half years. During the recent cold snap, a wire somehow burnt through and made contact with the outside unit, burning the board and disabling the system. Seller offered to replace the board but it took longer than a week to get, during temperatures as low as -15. Seller claims the business sent the wrong board and replaced the entire outside unit claiming it was under warranty. The unit was sent from the business. Seller then claims I never purchased labor warranty which was never offered, and was not offered to my parents either, and none of the customers Ive contacted. Seller then charges an outrageous price for labor without discussing the price till all labor was done (Over $600 an hour). Seems Seller is not mentioning the labor warranty option in order to make more income.

    Business Response

    Date: 02/27/2025

    BBB transcribed business response from a hand written correspondence which BBB received by postal mail.

    Equipment 1G mini-split

    Official Response 2-13-2025

    mini-split problems-installed around

    10/1/22 Water problems inside

    Repaired -Low on refrigerant

    Repaired - No charge because it was a manufacturers problem.

    10/1/2025 - No heat- found compressor not operating, also wire burnt which fried PCB- ordered part which supplier stated it would take 2 wks to get.

    Wrong board sent - Decided to replace entire outdoor unit

    2/3/2025 Under warranty - no cost- talked about labor cost to customer. We wasn't real sure how much this would cost.

    Ended up at ******* for shipping - diagnostic- recovery

    Vacuum pump - Paperwork- actual installation shipping old unit back - 3 hrs for add work.

    Customer pd ****** and stated he could make monthly payments later, o-k.

    We strive to be the best business in the area. We take care of our customers! Sometimes the communication lapses.

     

    Customer Answer

    Date: 03/06/2025

    The original repair was for a board, yet am being billed for entire changing of the outside unit.  Was told the board would be a quick fix.  Unit was installed and setup taking 2 hours for two techs.  Tech advised it took many more hours of research.  Was also advised the compressor was NOT bad (see text images).  Tech sent message about $1250 because labor warranty was rejected, this was never offered and there is no paper trail showing anything of the sort was offered.  Was advised to ask my mother about it, and she said it was never offered to her either.  Was charged for:

    Flat Rate (other business around here charge nowhere near the same amount)
    Diagnostics
    Obtaining Warranty guarantee
    Order from Supplier
    Shipping
    Actual Installation
    Recovery
    Vac Pump
    Parts
    Fuel
    Shipping old part back
    paperwork on new equipment
    30 day warranty
    Labor Warranty on new unit
    11-13 hours labor (techs were here for 2 hours on day of installation)

    None of this was discussed or shown up in any paperwork prior to work being done.

    Regards,

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

    Customer Answer

    Date: 03/06/2025

    Adding images of text messages 

    Business Response

    Date: 04/04/2025

    4.4.2025 BBB received phone call from ***** *******. He stated that the manufacturer warranty covered parts, consumer absorbs cost of diagnostic and labor. ***** said that the offer of the extended warranty was discussed verbally. 

     

Stratton Heating and Air is NOT a BBB Accredited Business.

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