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:07/15/2025

  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.

  I am 90 years old, living on Social Security. I hired them on July 8th. I asked them to repair my air conditioner, which I bought from them. They came out and I paid him $75.00 and he left. He returned the next day, and advised me I needed freon to replace the freon that leaked out. The tech gave me a piece of paper, but it doesn&#**;t say anything about the price. it just says: "This notice is to inform you a leak has been found, as of January 2025, ************* is stopping all production of all ....we are highly advising that you allow us to find and repair the source of the leak. If the leak is not fixed, your refrigerant will evaporate quickly, sometimes as quickly as ***** hours." The tech said it would cost $2000 to make the repair, so I gave them a check. Then I stopped payment on the check.

  Customer Answer

  Date: 07/16/2025

  7.16.2025 KG received vm from consumer ************.

  

  Business Response

  Date: 07/16/2025

  *****,
  Our technician had a conversation with you about the Freon and how it has been phased out for quite some time. The supply is very low, meaning the price is very high to do the repair.  We showed you 5 options on our iPad, and you chose the 2nd one from the bottom to add the leak seal as you stated you wanted to get cooling that day (a very hot day).  These options are chosen by the customer and are not picked out of the blue.  To drive this point home even further, we had you sign an additional sheet as you ********* fully make you aware of the repair you chose.  You then wrote us a check for the amount approved further proving you knew the amount of the repair.  It sounds like you may have some buyers remorse, but this is also why we make customers with leaks sign that sheet, so they fully know the repercussions.  To make you feel better about the amount of the repair, your system was almost completely empty of refrigerant and our technician had to use a good portion of a full jug of R22 as well as add leak sealant to the unit to help prevent further leakage.  We look forward to your payment.  Thanks!

  Customer Answer

  Date: 07/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23601540
   
  I am rejecting this response because there response is not true to what transpired .: ***** is elderly (over 90) and the technician took advantage of him he said that he was not shown an ipad and no price was quoted to him in reference to how much it cost and them stating sounds like you may have buyers remorse is an insult on his intellengence in closing the technician knew he was dealing with an elderly person and took advantage of him he only called Sears because he has dealt with them for many many years and never had no kind of issue like this. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/03/2024

  Type:Product 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 and off all fall, we would notice that the heat was not on so we tried to adjust the google nest and then the furnace would come on. We thought it was the google nest thermostat and we were going to replace it with a regular thermostat. The problem was getting worse with the cold weather. We called Sears Heating & Cooling on January 9, 2024, because they were the company that installed the new furnace. The technician called and said that water was sitting in the pipe, he could tell by the gurgling sound, and he thinks it is because the pipes are not sloped properly and we will need to open the ceiling so they can see the pipes, at our expense. After talking with the technician, he agreed to cut the inside pipe 2" to add slope to the pipe to see if that would solve the issue. I told him we should not be paying for the call because the furnace is under warranty. The tech did check with his manager and she said they only just hooked the new furnace to the old pipes. I paid the bill because she needed heat! We purchased space heaters so we would not freeze or the pipes in the house. Cutting the pipe did not help so we had SHC come back out on January 15, 2024 and we still had the same problem with water in the pipe which turned off the furnace. The technician stated again that we would have to have someone come in and remove the ceiling so they have access to the pipes and we would have to pay for the removal and the cost of replacing the pipes/or repair. I told him that SHC should have made sure that the piping was adequate for the new furnace and it is not up to the homeowner to make sure the furnace was installed correctly. The home owner hired SHC to install a new furnace that worked properly. We had purchased the house under the conditions that the furnace, air conditioning, hot water tank, garage door and roof be replace new so that we would not have any issues with the systems since they were old. They need to come back and fix the problem at their expense.

  

  Business Response

  Date: 02/13/2024

  When we quoted this job we noted on the contract that we would be re-using the venting and did discount on the job for that. The main reason being that the vent pipes go above the furnace into a finished space (ceiling) and we would need to cut the drywall to run new venting as it goes up and through the home with the termination roughly 6-8 feet in the air. We did offer to repair the venting however we are not a drywall company so we did advise the customer that we would not repair the drywall once the repair was complete as this is pre-existing issue with the builder of the home.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We had a new air-conditioner replaced in May 2023. While removing the old unit the technician cut the lines of the unit on my concrete driveway. The driveway was only three years old. There were chemical stains that penetrated into the driveway. I called immediately, tech returned but the stains remain. I have contacted them every month and they keep sending the same tech. No one ever follows up with me on the damage to my property. The last I was told they were going to contact someone with expertise in concrete and get back to me. No one has. The damage is still visible. If you say you are insured why hasn't this matter been resolved when you damaged my property?

  

  Business Response

  Date: 12/11/2023

  We are working with this customer to resolve this complaint.

  Customer Answer

  Date: 12/12/2023

  I accept the business's response ttyry are attempting to resolve this complaint. Weather is the delay at this time. 
  
  Regards,
  
  
  
  ***** ******