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:02/22/2025

  Type:Billing 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.

  Don't use this company as they will overcharge you!!! They came out to look at my furnace through my Home Warranty and said my draft inducer motor needs to be replaced, which is covered under my warranty. But also said to install it, they had to do over $400 in modifications not covered by the warranty. Had two other companies come look at it and said no modifications needed to be done. So I got my draft inducer motor installed with no modifications needed. They are out to double dip from the home warranty and the customer. Also said part was special order but the company that replaced it got the part same day.

  Business Response

  Date: 02/24/2025

  Mr. *******

  On January 29th 2025. Our technician arrived at your home to diagnose a heating malfunction that you requested through your home warranty company. When our technician arrived, he found your draft inducer motor, making a rattling noise but functioning properly. We will forward you and BBB this video. He checked the thermostat and your heating system was maintaining the desired temperature of 71. As explained to you by the technician and myself during a later phone call the home warranty company does not cover issues related to noise, age or physical appearance. They will only replace parts that are 100% nonfunctional or broken due to normal wear. The furnace was working properly it was not broken you were very aware of that. At that point, the diagnosis was complete. We do not collect any money from homeowners that goes directly through your home warranty company. We did not submit for a part replacement to your home warranty company. We gave you an option to replace it if you desired out of warranty. Also, we gave you home warranty member pricing at $385 to replace that draft inducer motor that retail wouldve cost between $800 - $1200. If you purchase one out of warranty (retail), please provide that receipt to the BBB for comparison.  We also made you aware that you have 30 days from the time the service call was completed on January 29th to submit a formal recall request through your home warranty company and it would be at no charge to you. This is a home warranty protection policy. Members have a 30 day recall period from the time the work order is completed. You did not resubmit a recall for this work order. We cannot come out to your home to re-diagnose the system at any point unless you follow this process. We would still be happy to come back to the home to diagnose your system if you are having system issues. I will be forwarding you a copy of the video of your furnace operating albeit making a rattling noise by the end of the business day. If you have any further questions, feel free to contact me directly at any time during operating hours. 

  Customer Answer

  Date: 02/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  [If you do not say why you are rejecting the company's response, BBB must close your complaint.]
  The technician came out and said the draft inducer motor was bad, which is why it was making the noise. Which reds submitted the estimate over to *** to replace the motor. I told them I wanted to move forward on replacing the motor which they said there would be some modification needed to install the new one which would cost be about $435 out of my pocket that is not covered by my warranty. I  spoke to **** week of February 10th and February 17 which i was advisesd that they ordered the motor and I called on February 18th and she said presidents day played a role on why  they don't have the part. Then on February 20th i called back and spoke to  a guy to say that my furnace stopped working completely and he told me they never ordered the part and said the part had to completely stop working before they could replace which *** home warranty advised me that was not the case and that Reds had to order the part.  Reds also told the home warranty company that it was a special order part which is also false per another company that got it the same day.   Reds it out there to scam customers by double dipping from home warranty company and the customer to pay for a modification that was never needed. For there delay on not wanting to do their job my family had to be in a cold home for a few days which wasn't necessary. This company has other reviews of the same situation. Im our $125 for a service charge fee that Reds received which i want them to reimburse me for. The part was only $125.00. It only cost me $265 to get the furnace repaired. 
  
  Complaint: 22977621
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:02/19/2025

  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.

  This company is terrible! They sent a person out twice who lied about what need fixed didn’t stay longer than 10min a piece and told my home warranty company all this rewiring electrical work needed done when it didn’t and the blower they said needed fixed was incorrect my heat exchange went out and I had to call another company to come look as the left me without heat and a new baby for over a week.
  
  This company used to be called ***** hair and was either bought out or rebrand for the Terrible service they provided and the lying and false claims they were giving to customers just to make money but never fixing the issue.

  Business Response

  Date: 02/20/2025

  Miss ****** thank you for sharing. Unfortunately, We had to decline providing service at your residence. Our on-call technician received a call Sunday afternoon from your boyfriend, cursing and screaming at him as he was leaving his church parking lot. We will not subject our team to that type of abusive behavior. The technician on call had nothing to do with the authorization of claim. Nor would he have any information about it. Our company did not collect any fees or monetary compensation from you. The noncovered cost was directly related to the working conditions (dirt and debris) in your home and the access to your system we can provide pictures. Again, unfortunately we had to decline doing service for you at this time. We do record all incoming and outgoing phone calls. If you would like I can forward you a copy of the conversation from Sunday. We have an extremely high review rating  that to general public does not see with the home warranty company. We will provide those to the BBB for review. As mentioned our company did purchase the database and property from **** as well as *** ****, and **** **** **** in 2023. We are still honoring all extended warranties from those companies until they expire. If you have any further questions, feel free to give me a call Monday through Friday from 8:30 AM to 4:30 PM. 
  

  Customer Answer

  Date: 03/04/2025

  I am writing to address several concerns regarding the recent service provided by your company. I have no information regarding any interaction with your technician by my husband, but I believe you can appreciate the frustration and distress one might feel when having a 3-month-old in a home with no heat.
  
  The technician you dispatched on both occasions spent less than 10 minutes each time on site, which is not sufficient to properly diagnose the issue. I had another company come out the following week, and the owner of that company spent the entire day investigating the issue before determining the root cause of my system’s failure to operate. Unfortunately, the technician you sent was unable to identify the problem or explain why the system would kick on only to shut off immediately, as he did not spend enough time assessing the situation to provide such an explanation.
  
  Furthermore, I was charged by my home warranty company for a part replacement that did not actually occur during the first service visit. Your technician did not replace any components but merely cleaned a valve with sandpaper. I was later informed by the company that successfully resolved the issue that this valve should be cleaned with a metal brush, not sandpaper. As a result, the pictures and work you submitted to my home warranty company indicating that a replacement had been made were misleading, as the so-called repair would not have addressed the problem.
  
  I trust you will take this feedback seriously and look into these discrepancies promptly.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 03/11/2025

  Hi ***** 
  

  The condition of the home was not a safe working condition for the technician. We submitted the work order over to your home warranty company and they came back with the noncovered. At no time is it acceptable for the verbal abuse and language used against our after hours technician answering the phone on a Sunday afternoon that had absolutely nothing to do with the decision that was made on your work order. We will provide pictures of the working conditions over to the BBB if you have any further questions, please feel free to reach out to us during normal business hours

  Customer Answer

  Date: 03/21/2025

  Hello,
  
  I do not consider this matter closed.
  
  As per the email chain I just received a call and message today that the business responded.
  
  The information in regards to the work environment not being safe is incorrect!
  
  I can get an affidavit from the company that ended up doing the work showing that their technician didn't take anytime to investigate what the problem was. 
  
  I was the only one there each and every time the technician came and stayed for less than 10-20min each time and supposedly resolved the issue which he did not. If you would like I can have the company owner who fixed my unit provide all the accurate information and also how you technician did absolutely nothing and that the quote/repair request sent to my home warranty company was a bunch a lies and in accurate information. 

  Business Response

  Date: 03/28/2025

  Again, the workspace was hazardous. Your boyfriend called cursing out our technician. We did not charge you for the repairs. If you have any further questions feel free to contact our office directly. We would be happy to assist in resolving your concerns. 

• Initial Complaint

  Date:01/31/2025

  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 writing to file a complaint against Reds HVAC regarding the ongoing issues with the furnace I purchased through them. I was referred to Reds HVAC by my home warranty company when my furnace broke down in mid-December. The company initially diagnosed the problem as a dirty filter. However, when the furnace stopped working again, they returned and identified a broken part. After a week of waiting, I was informed that the part was no longer available. They then contacted the warranty company and ordered a new furnace, but we had to wait several more weeks for it to arrive, during the coldest part of winter.
  
  The new furnace, which was installed in late January, stopped working the very same night. The situation worsened when our basement began filling with gas. When I contacted Reds HVAC, the receptionist offered an appointment four days out. After considerable effort, we managed to get someone sooner, only to be told that the new furnace was defective and that they needed to order another part. A week later, a tech came without the necessary part and appeared unaware of situation.
  
  It has now been seven weeks without heat, and the entire experience has been extremely frustrating. We have already paid $6,000 for a new furnace, but we still do not have a working unit. Furthermore, my mother, who lives with me, has become increasingly ill due to the cold, and her health issues have escalated to the point where she was hospitalized with pneumonia and heart problems, which she had never experienced before.
  
  In addition, after speaking with the furnace manufacturer, I was informed that they would not have sold a non-working furnace to Reds HVAC, leading me to believe that someone is either lying or misrepresenting the facts.
  
  Throughout this process, we have been patient, accommodating, and courteous, but this situation has become untenable. We are simply seeking a new, functional furnace, which we have already paid for. We request immediate resolution to this matter.

  Business Response

  Date: 02/10/2025

  Hi Miss *****, we are extremely sorry for the inconvenience. As we initially explained to your mother, the original furnace was only seven years old. He exchanger failed due to a manufacturer defect. That’s not normal wear and tear. Your home warranty company does not cover manufacture defects only normal wear. It took us a little longer on this one to work with the HOME WARRANTY company who ultimately granted her a concession so  she had coverage. You have a very good Home warranty company. The furnace installed was a $9400 retail cost. Her plan covers $5000 per occurrence.The furnace non-covered cost totaled under $4300 for your mother’s system. I’m not sure where the $6000 came from. After installing the new furnace we found a detached seal in the chamber. That was causing the furnace to throw a fault code, shutting the unit down. Instead of leaving that furnace in place, we replaced that furnace on Wednesday. That process took a couple of days we had to work directly with the manufacturer to get authorization for replacement. Which they ultimately approved due to the furnace having a seal problem at startup. I followed up with your mother. She said everything was functioning properly as of last week and was very happy. I do apologize for any delayed service that you experienced. However, we did extend the standard five-year warranty to 10 years for her on this machine at no cost for the inconvenience she experienced. If you have any further questions do not hesitate to reach out to our office immediately.

• Initial Complaint

  Date:12/03/2024

  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.

  ******** **** ****** set up a dispatch for Reds Hvac Division LLC to come to my home on 10/08/2024 between the hours of 12pm-4pm to service and look at my gas furnace. I paid $125.00 for the service fee for them to come out. I wanted all day for them to arrive and they never did. I called the headquarters, and the office manager said they tried to call me to confirm the appointment and left and voicemail, I never received a call or voicemail. We set up a service date for 10/10/2024 but they could not provide a time frame. When the techs did show up on 10/10/2024 the tech really didn't know what he was doing and just said the furnace needs replaced. Their office called me back a few hours later with 3 options, replace the heat exchanger, replace the furnace or replace the furnace and A/c unit. I told them that I wanted to furnace replaced but they marked me down for a heat exchanger replacement and charged me $1,864.00 to have that replaced. I paid thinking that was the cost of the furnace to be replaced but it was not. After the service manager threatened me and said that ** ******** ***** * *** ** *****, I had to force out another $1,664.00 to get a new furnace with a 10-year warranty. They came out on 11/25/2024 to remove my old furnace and put the new one in but was sent the wrong one, so they had to come back the next day with a correct one and put it in. They came back the following day to install the new furnace and it worked for about 6 hours before it was leaking water. I called the next day and a service date for 12/3/2024 was issued to fix the brand-new furnace. I wanted the entire day and missed a day's pay for the service manager to threaten to come into my house and remove my furnace and issue a refund. The tech never showed up and have been left without heat. This company has been unprofessional since the beginning and left me voicemail saying the tech will be heading to the job after me and I need to reschedule.

  Business Response

  Date: 12/23/2024

  Mr. ****, The authorities were notified about your continual threats and harassment towards our employees. We understand the furnace replacement was not free. You had two options one option to rebuild the heat exchanger that was over a $5000 retail job for roughly around $1800 In non-covered cost. Or you had the option to replace the $8000 furnace for just over $3500 in non-covered cost. You continually harassed our team threatening to come to our office multiple times and sending vulgar messages that we have recorded. All of our phone conversations are recorded. The ************ Police Department was notified and has copies of all recordings. They also made us aware that they deal with you frequently. We were contractually obligated to complete the work for you or we would have refused. I could go into great detail about all of the insults that you directed towards our female staff and our service team but now is not the time and place. Our staff has always been courteous and not one time has any member of our staff insulted you or your family. We told you if you were unhappy for any reason we would be more than happy to remove our equipment from your home, and give you a 100% money back refund. You refused that offer and threatened physical violence, if we sent a repairman to your home. The ************ Police Department has told us to contact them if you continue to threaten or harass us in anyway to pursue charges against you for menacing. We still have no problem at this point giving you a 100% money back refund if you are not satisfied with the equipment or installation of the equipment.

  Customer Answer

  Date: 12/23/2024

  I am rejecting this response because: I have recording from your service manager saying ** ******** ***** **** **** **** * ** and I don’t even live in ************ so therefore the ************ police don’t even respond to anything that happens to in my household so you are making up lies. I would love to hear these recordings you say you have that I said I would come there and do physical violence because that has never happened. In fact even the tech **** who came to my house was very polite and so was I and there were never any threats made so stop lying to make yourself look good because I do have recordings of you making threats against myself and my daughter from service manager ***. Not only did it take more than 1 visit for you to fix my issue but you guys forced me to stay home all day one day and a tech never came to fix an issue then lied about what happened because the tech **** said no one was even coming out that way so you guys are lying more than once. I also contacted the ************ police and they never heard of you or ever spoke to you so nice try. 

   
  
  
  
  Regards,
  
  
  
  ******* ****

  Business Response

  Date: 01/06/2025

  At this point, we can no longer entertain or allow Mr. **** to continuously harass us with his outlandish lie/stories. Mr. **** has Claimed Columbia gas was out to his home and had to repair or fix his Furnace. That’s a very clear lie.  Columbia Gas does not repair or fix furnaces. Their technicians are not licensed HVAC technicians they are not authorized to make furnace or plumbing repairs. Columbia gas will only red tag the Appliance then recommend that you have a licensed contractor complete any Necessary repair. They don’t diagnose furnace problems. They check for gas leaks. If there is a gas leak Columbia gas will shut down then red tag the unit and require you to have a licensed and certified HVAC contractor Make the all repairs. For Mr. **** to claim that Columbia Gas (repaired) his furnace that would be a very clear representation of how he does not tell the truth. We have spoken to the ************ Police Department and filed a report with them. The captain of the ************ Police Department ***** ****** has had several run-ins with Mr. **** and recommended that we contact ******** ****** sheriffs Department and file a menacing charge along with a stay away no contact order. We did this on Friday January 3rd, 2024. He has threatened all of our office staff multiple times with physical harm, screams, and curses. We’ve made it very clear to Mr. **** if he is not satisfied for any reason with the furnace that we installed he can return our furnace immediately and receive a FULL REFUND. We will waive the 5% restocking fee and return his pre-existing furnace at no additional charge. Mr. **** has to understand if you purchase a TV from **** *** that you are not happy with you have to return that TV to get your money back. You do not get to keep the TV and receive your money back. We have no problem, giving him his money back if he returns the furnace. 

  Customer Answer

  Date: 01/07/2025

  I am rejecting this response because: Reds HVAC LLC has made multiple false claims and have zero proof backing their claims. I have contacted ******** ****** Sheriffs department, ***** **** Police and ******** Police and they have ZERO records of them making any contact with them regarding myself. ******* ****** has also said he’s had one communication with Reds and that was on my behalf when I filed a trespassing order against *** ****** from Reds for the threats that ******* ****** heard via recording that I STILL have. 
  

  Reds wasn’t even licensed to do work within my village without having the proper permission and licenses to do so prior to servicing my furnace and they failed to do so because I checked and have records of that as well. 
  

  Reds have continued to provide false claims and have provided ZERO proof to their claims. At this time we all know Reds does poor business and has zero disregard for their mistakes, and are unwilling to make things right. 
  

  At this time I will be going through with a civil lawsuit for the gas leak into my home which resulted in myself being hospitalized and the loss of my cat. Reds obviously has ZERO interest and continues to make bold faced lies without ZERO proof of the matter because that is what poor business with bad management does. Reds is all about getting the money and providing ZERO customer service. 
  

  To the Management to Reds I hope you are ready for a lawsuit because you will be getting on and I hope you have all the proper documentation and proof because I have everything from Hospital visits, vet documentation of my cat dying of natural gas exposure, to Columbia Gas fixing the leaking union YOU installed. I also have camera recordings with audio from when the technicians were at my home, so your claims that I was rude and making threats are a LIE. I have the proof that I was respectful and didn’t make any threats that you say I have made while they where at my house. 
  

  All you have to do is make this right and admit you made these false claims or else I will sue you for the balance of my furnace, pain and suffering you put on my family and at this point I will sue you for defamation of character for the lies you have said on myself. 

  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:09/26/2024

  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.

  Had warranty repairs done on central AC unit on 9/3/2024. Work was completed by **** HVAC through American Home Shield. Technician determined that problem was the **** Thermostat and indicated that it needed to be replaced. It would take 3 - 5 business days for this to happen or we had the option to purchase from a store and be reimbursed for the parts and labor. Since it was 95 degrees that week, we opted to purchase a new Thermostat from Lowes. Red HVAC and *** have since refused to reimburse us for the expenses incurred.

  Business Response

  Date: 09/30/2024

  Mr. ******,
  I think there may be some confusion on this job. Reds HVAC Division did not collect any money from you for this work order or at any point during this process. Reds HVAC Division does not collect the service fee's from warranty customers. ******************** does not determine what your home warranty does or dont cover inside your contract/plan. When repair's are required the homeowner must wait until the job is approved by the home warranty companies authorization department. At that time when repairs are approved if the homeowner chooses not to use the vendor or wants (CIL or cash out) the home warranty company will provide the member with the necessary steps to take. Reds HVAC Division does not dictate the cash out offers or amount provided. If the homeowner decides to repair and or upgrade parts on the homes HVAC system before this process that would at the homeowners expense. Please feel free to contact us anytime with any other questions or concerns

   

  Thank you

• Initial Complaint

  Date:08/01/2024

  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.

  Air conditioning unit went out July 17. 2024.. contacted Home Warranty American Home Shield to submit a service request. We were assigned ********************** previously known as ***************** and it has been nothing but a nightmare ever since. The tech came out 7.22 when he left the house said we needed a tune up motor and blower. Our Home warranty denied it because they don't cover modifications. REDS claim they have to rewire parts and submitted that as a modification which of course AHS do not cover and want to me to pay an out-of-Pocket cost of $855. The technician then said it would be better to replace the whole unit as it was leaking ** but his words "its not like you are going to die or anything" how is carbon monoxide not dangerous and why was this not said at the initial visit. We said OK what is the replacement cost AHS said they could not tell me the coverage until they received something from the ***** REDS told me on 7.26 and 7.29 they submitted the updated report. 7.26 I also asked for a complete report of what they would be replacing because they told me a full replacement has an out-of-pocket cost of $6722... not sure how the company can have a number if American Home Shield doesnt even have a report for a replacement. I have yet to receive this invoice. I followed up on 8.1 with REDS and was then told they do not send reports they call it in to the authorizations department... this is completely different information then what I have received all week. I then proceed to ask about the invoice she said Shes been busy and haven't had a chance to send I asked to come pick it up she couldn't give me the address because it is personal information. I can't look them up because their so-called website is under construction. Here it is August 1 I have been two weeks with no air and no where near a resolution keep getting different information every time I call *****

  Business Response

  Date: 08/21/2024

  
  
  Thank you for the response, *************. Upon the technicians arrival, he found a furnace with the model number 340AAV. The data plate for your furnace is on the inside wall of the furnace. Unfortunately that model is under a national recall. Your home warranty company does not cover manufacture defects or modifications with this plan. They only provide coverage for normal wear and tear faults. However, we did submit for your repairs to be made at member rates. There is no other way to word around manufactures defect as normal wear and tear as the home warranty company can identify equipment model/serial numbers based on your service contract. The secondary heat exchanger and control parts to replace on that furnace under normal retail cost is over $5000.00. We were able to do it for $880.00 We offered to replace the full system, the heating and air conditioning portion of the **** for $6241.00 through the American home showed up grade program. The retail cost of that 95% efficient, gas furnace and 15 seer air conditioner is over $12,000.00. We advised you to get 3 estimates from ***** services, fire and ice and Atlas ****** as they offer free in home estimates. We also advised that you are still eligible for the American home shield upgrade program as you do not have to have a repair problem to take advantage of this new program. All the information is on your portal under the special offers tab.
  

  As the tech explained when in the air conditioning season you are in no danger for carbon monoxide exposure. The main reason ** is not dangerous in the summer months is air conditioning systems are electric and do not create carbon monoxide. You are only at risk for carbon monoxide exposure with gas appliances when flames are present and your furnace is actively burning. That is normally during the heating season. During the spring and summer there is no risk of carbon monoxide exposure as we do not normally use our furnaces. The temperature on record for the initial day of service was 89. 
  
  
  We would be happy to come out and complete the repairs at your home. Unfortunately, they are Specially not fully covered under your home warranty plan. Feel free to give *** or ***** a call from 9am-4pm Monday through Friday and we can work with you. I have spoken to ***** our office manager about this she agreed we can offer you a couple of different in house payment options if that would help in this situation. We do understand that repairing these systems is never fun a lot of times unexpected. please reach out to us. We would really like to help.