Complaints

This profile includes complaints for Logan AC & Heat Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Logan AC & Heat Services has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Logan AC & Heat Services

  1200 Industrial Park Dr Vandalia, OH 45377-3161

  
• 

  Logan AC & Heat Services

  11264 Grooms Rd Ste C Blue Ash, OH 45242-1418

• 

  Logan AC & Heat Services

  3601 Interchange Rd Columbus, OH 43204-1499

  
• 

  Logan AC & Heat Services

  5179 Fishwick Dr. Cincinnati, OH 45216

  

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:06/20/2025

  Type:Customer Service 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 bought a house with the address mentioned above in 2019 where it came with a new installed air conditioner chiller and furnace. The previous owner directed us to use Logan air to keep the warranty going. Last time we used Logan to do maintenance was summer of 2024. This summer 2025 the air condition was blowing air but not cold. I contacted Logan and they didn’t have availability until tow days later. The house so hot so we contacted a third party who was able to come sooner. The third party discovered that the valve cap for the refrigerant were removed which caused a slow leak of the refrigerant over the winter and that what caused the air condition problem. He informed us that some companies do that to generate extra income. I contacted Logan to explain that with more than 3 phone calls and on online email . I was told someone will be calling me but they never did. I canceled the maintenance contract with them they refunded the Monday but I’m out of $460 for fixing their work.

  

  Business Response

  Date: 06/24/2025

  Since 2019, we’ve had the opportunity to provide preventative maintenance for ****. **** contacted us to schedule an appointment due to a no-cooling issue but later canceled after securing an earlier appointment with another HVAC provider.
  
  The customer reported that the other provider suggested valve caps were left off the outdoor unit, potentially causing a slow refrigerant leak. Our Customer Service Supervisor, ******, assured the customer that we are committed to doing the right thing. However, to verify any concerns, we would need the opportunity to perform our own diagnostic.
  
  Following a thorough review, we have issued a full refund of the customer’s maintenance plan and extended an offer to return and assess the system. Unfortunately, since another company serviced the unit prior to our evaluation, we are unable to confirm whether the alleged issue originated from our previous visit.
  
  Should you have any further questions, please don’t hesitate to contact us at ************* We value your trust and appreciate the opportunity to serve you.
  

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the following:

  1. I used Logan air services since we bought the house in 2019 based on the original owner recommendation.

  2. The unit is approximately 7 years old with 10 years warranty, so there is no reason whatsoever to leak refrigerant.

  3. Ever since I used Logan air services, they never send me the same person again which indicates a high employee  turn over. Every time I ask about a person who did a service they answer is I don’t know him or left the company. This indicates inconsistency of the service quality which can result to poorly services our unit the last time.

  4. There is no reason for the third vendor, my wife or myself to make up things. The unit wasn’t generating cold air and we needed it to be fixed.

  5. How Logan air gonna diagnose the problem after we solved it? 
  

  I believe that the reasons and the company policies doesn’t serve the best interest of the customers. I also believe that the valve caps were intentionally taken off to cause us call Logan and charged us an arm and a leg to fix it. Thank God we found an another vendor who’s honest, local and a God person.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/16/2025

  Type:Customer Service 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.

  Here’s a polished and clear version of your message:
  
  
  ---
  
  In October 2024, I purchased a new furnace and air conditioner from Logan. During the sales process, I was informed that if I was referred by a previous Logan client, I would receive a $200 credit toward my purchase, and the referring client would receive a $200 Visa gift card two weeks after installation. The referring client did, in fact, receive her $200 Visa gift card as promised.
  
  Moving forward to early April 2025, I referred Sean and April White to Logan. They had an HVAC system installed, followed shortly by a water system installation.
  
  As of today, I have not received my $200 Visa gift card for the referral. I called during the week of May 5 to follow up and was told by a Logan customer service representative that I would be receiving my card soon.
  
  This week, I also reached out to Brandon, the sales representative, who followed up with Logan’s administrative office. I was told that my card was mailed on May 5, 2025. I contacted Brandon again earlier this week, and he said he would follow up with the office. However, I have not received any further updates from him, and I have still not received the gift card.

  

  Business Response

  Date: 05/16/2025

  Logan Services has conducted a thorough internal investigation regarding the status of the referral gift cards issued to Ms. ******* ******. This investigation revealed that the delays were due to the relocation of our Cincinnati office, which resulted in temporary disruptions in both outgoing and incoming mail processes.

   

  Following discussions with our Cincinnati office representative, we have confirmed that the $200 Visa gift card associated with the heating and cooling referral was mailed out late last week. Additionally, in recognition of the delay experienced, Logan Services will be issuing a $200 Visa gift card for the water heater referral, also referred by Ms. ******.

   

  On Friday, May 16th, a representative from Logan Services contacted Ms. ****** to provide an update on the status of the gift cards. We have informed her that the gift cards are currently in transit and are expected to arrive within the next 1 to 2 weeks. Should the gift cards not be received within this timeframe, Ms. ****** has been advised to contact our office to speak with our Operations Support Specialist for further assistance.

   

  We appreciate Ms. ******'s understanding and patience during this transition period and are committed to ensuring the timely delivery of all referral rewards.

  Customer Answer

  Date: 05/16/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/07/2025

  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.

  05/29/2024 Logan Heating & AC installed a new furnace and air conditioning system. My old system was over 20 years old and was not keeping up on the AC side. When it reached high 80's or 90's the air conditioning would not keep up and it would lose 5 to 8 degrees.The salesman assured me the new system would take care of that, but when it reached the high temperatures in the summer the new system still lost 3 to 5 degrees. They sent out numerous techs but all said the same thing that the system I have is working correctly. The last one there was a manager and after looking it over he said to me that it is to be expected to lose temperature when it gets to 90. I have owned other homes and they never lost temperature. It needs to be said I am a 100% disabled American vet with a bad heart and defibulator, pacemaker and I have pulmonary hypertension so maintaining a cool temp. is critical.

  

  Business Response

  Date: 01/15/2025

  Logan Services installed a new heating and cooling system for Mr. ***** ****** on May 24, 2024.  After the install of our equipment, Logan Services did return to the home on the following occasions to address cooling concerns within the home, specifically related to the cooling system struggling to meet the desired set temperature in the home:

  06/07/2024

  06/28/2024

  07/12/2024

  08/28/2024

   

  During our last visit to the residence was August 28th, 2024. Our field manager, ***** ********, arrived to the home to evaluate the HVAC system. Our field manager found, in the attic, there was a 4-inch fresh air intake installed, which was causing over a 10-degree difference in the home. Our field manager discussed this finding with Mr. ***** ****** and they decided to have the fresh air intake disconnected. Our field manager notated after removing the 4-inch fresh air intake, there was only a 5-degree difference in the home.

   

  Our field manager had also advised Mr. ***** ****** via phone on August 29th, 2024 , during extreme temperatures outside, the air conditioning system may work a little longer to meet the desired temperature within the home. Since our last visit to the home in August of 2024, Logan Services has not received any follow up phone calls from Mr. ***** ****** regarding the operation of the heating and cooling system.

   

  We are committed to ensuring Mr. ***** ****** has a reliable heating and cooling system in his home, and we will assist any way we can. We encourage Mr. ***** ****** to contact our office to schedule service on his system should he find it necessary.

   

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

  Customer Experience Specialist

• Initial Complaint

  Date:01/06/2025

  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.

  This has been a saga. Our furnace went out on 12/24/24, and we called Logan to come help us figure out why. Their tech diagnosed a bad vent draft inducer. No problem, we found the part and installed it. This did not correct the problem, as there were other issues. Tech came back out on 12/28 and diagnosed a bad flame sensor and control board, and advised that the heat exchanger also looked rough. Ok, fine, time to replace the system. Tech comes out Monday, 12/30 to gather info for the install, which he reserved for 1/2/25. Due to their tech’s inability to articulate the process required to do the paperwork ahead of our HVAC install, our install appointment was dropped off the schedule with ZERO communication. The install finally happened on 1/3. Then less than 12 hours following install, the brand new Trane system we paid $16,500 to install isn’t working and we are again without heat. After calling Logan multiple times (at least 4) following the install, and having a service appointment that we did have scheduled at one point canceled for reasons that couldn’t be explained to us, we have been given nothing but the runaround by their horrendous customer service. We’ve been without heat for 2 weeks at this point, and we’ve been lucky that the weather has been mild for much of that time, but we’ve been below freezing since New Years Day and are on the eve of a major winter storm. Does Logan care? Not one bit. Just ask the same questions over and over again every time we call and keep giving us the runaround when we ask for something to be done. We asked to be put in touch with management multiple times, they refused, instead saying they would “put in a request for their management to call us”, which they naturally never did. We are deeply disappointed by Logan’s processes, business practices, and inability to stand behind their work, as they have shown zero urgency or willingness to make things right. Unacceptable. Will never do business with them again.

  

  Business Response

  Date: 01/14/2025

  Logan Services connected with the customer on January 7th, 2025, to schedule the initial return visit to the home to rework the flue system in the attic. On January 10th, we connected with Mrs. **** ******* to discuss their experience in detail. We have scheduled a follow up visit with our field manager to return on January 15th to address any additional system concerns. 

  
  

  Logan Services has agreed to provide Mr. and Mrs. **** ******* with the following resolution for their experience: Logan Services will be extending the labor warranty to a total of 2 years, offering peace of mind, until January 3rd, 2027.

  
  

  Logan Services will also provide Mr. and Mrs.  **** ******* 1 free Maintenance Plan on the heat pump system, which can be utilized once the labor warranty expires. This will also help in ensuring the heat pump system is being maintained and running to factory specifications. 

  
  

  We have also agreed to reimburse the cost of space heaters Mr. and Mrs.  **** ******* purchased to stay warm until their heat was restored.

  
  

  Logan Services is committed to ensuring Mr. **** ******* and his family have a safe, reliable HVAC system that will keep his family and home comfortable year-round. We appreciate his business and the opportunity to service him for all of his HVAC needs. We have communicated to both Mr. **** ******* and his spouse should there be any additional questions or concerns regarding the heat pump system to contact our office and we will assist them in any way we can.

  
  

  Customer Answer

  Date: 01/14/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/26/2024

  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.

  I purchased a A/C unit and Furnace from Logan on 4/15/22. We noticed within the first year that the system was not adequately cooling the house. In the second year, the system stopped cooling the house and stopped working properly. The technician came out to inspect the system on 5/8/24 and reported that we had a leak and the fix would cost approximately $1200 to over $2000.00 He indicated that the cost was due to not knowing where the leak was. I told him that I would get a second opinion because the system was new and I should not have to pay that kind of money. I contacted another company to check out the issue. He found the cause of the leak near the furnace area and indicated that I need freon in the system for the A/C to work properly. I contacted Logan to inform them of what was discovered and they basically refused to address the issue. They indicated that the most they could do is give me a reduction on the cost of Freon. I was not satisfied with that solution because they were the only company that serviced the unit and should have found the issue before now. According to the other company, after preforming a soft leak test, a nut was found loose on liquid line at evaporator coil. It was likely loose from the installation due to early problems with the unit. I would like LOGAN to service the unit by adding the necessary FREON and reimburse me the cost of having to pay for a second opinion. I don't think that's too much to ask considering the technician should have found it. Thank you for your time. Please see additional documentation enclosed.

  

  Business Response

  Date: 06/27/2024

  On April 19, 2022, Logan AC & Heat Services installed a new heating and cooling system at **** ******* ****** ******* ***** *****, for *** ******* ******. The installation included a Trane furnace, Trane AC, Trane 202 thermostat, and Trane coil. Following this installation, we made two subsequent visits to the residence: December 27, 2022, due to a No Heat issue caused by a clogged air filter, and May 8, 2024, to address a cooling problem reported by *** ******.

  During our May 8th visit, our technician diagnosed the AC unit and found that only the outdoor unit's fan motor was operational. The technician discovered the compressor was overloaded, and although cycling power temporarily activated the system, it quickly shut off due to low pressure. Further investigation revealed the system was critically low on refrigerant, and the outdoor coil was obstructed with grass. The technician recommended a leak search to confirm the presence of a leak and proposed adding 5 pounds of 410A refrigerant, chemical cleaning of the condenser coil, and enrollment in our annual maintenance plan. *** ****** declined all recommended repairs.

  On June 17th, *** ****** contacted our office to discuss her experience on May 8th. She mentioned having another HVAC company provide a second opinion, which identified a loose bolt causing refrigerant leakage. Although the bolt was tightened by the other company, *** ****** sought Logan Services' assistance in refilling the refrigerant and requested reimbursement for the service fee paid to the other company.

  On June 18th, Logan Services responded to *** ******, declining the reimbursement request but offering to conduct a leak search and providing discounted pricing on 410A refrigerant to restore her system's performance. *** ****** declined these services.

  Since our last communication with *** ****** on June 18th, Logan Services has not had further contact with her until our office was alerted to the Better Business Bureau communication we received on June 26th. We would have been willing to send a technician for a secondary evaluation if *** ****** had raised concerns about the initial visit on May 8th, 2024, to discuss repair options for her heating and cooling system.

  Customer Answer

  Date: 07/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: BBB complaint:
  7/3/2024- It is correct that the technician came out on
  5/8/24 as outlined above however, the technician recommended a leak search that
  he said could possibly determine the source of the leak but that would cost me
  anywhere from 800.00 up to $2,000+ (with the purchase of a service plan) depending
  on the problem; yes, the coil was obstructed with grass that needed addressing.
  We talked about the need to get the grass off the coils and he explained to me
  how I could go about doing it myself given that I did not want the added
  expense.  Yes, the system was found to be
  critically low on refrigerant and the loose bolt was found on the inside pipe
  near the furnace by the other company. My question is why did the technician
  not find that issue?  Why in two years
  was it low on refrigerant when Logan was the only company that serviced the A/C
  unit since installation in 2022? Was it loose from the installation?
  I informed the technician that I was very disappointed of the
  outcome of his inspection. He did not recommend that someone else from Logan
  come out as he told me that he was very qualified to do the job.  It was made clear to me that any additional
  visits from Logan would result in additional cost to me. He handed me the bill
  and breakdown of cost should they come back out to fix it; I told him that I
  would do something, I didn’t know what but I was not satisfied, I told him that
  I felt cheated and that it appeared that I purchased a lemon product. After
  finding another company to check things out, I was informed that the unit was
  low on refrigerant and a bolt was found loose. The technician tightened the
  bolt and told me not to turn on the unit I get refrigerant.  When I called in on 6/17/24; I requested to
  speak to the manager.  The receptionist
  took my complaint and told me she would talk with the manager and call me back
  the next day.  On 6/18, she called me
  back to say that Logan would not pay the cost of the second opinion as I should
  have called them and had someone else from Logan come out. I explained that I
  did not consider it given the first tech said that he knew what he was doing
  and that it would cost me for them to come out.  She also said that they would give me a
  reduced price for the refrigerant; Logan said they would have been willing to send a
  technician out for a secondary evaluation had I asked but I did not see that as
  an option given my conversation with the first technician and the estimated
  cost sheet he provided. I rejected the reduced cost for refrigerant because I
  thought at the least, it should have been done at no cost.   
  It should be noted that Logan presented as a very
  professional company.  I selected the
  company mostly due to advertisement.  My
  problem is that I don’t think I should have had this kind of problem with my
  A/C unit after only 2 years.  The problem
  should have been detected the first time and I should not be faced with the
  possibility of spending thousands to fix it; it appeared as a simple fix and an
  oversight on their part!   It was in the
  90’s when they were out; too hot for anyone to have to suffer through the heat
  with a relatively new A/C unit.  I will
  get the unit fixed and will not use or recommend the services of Logan AC and
  Heating in the future.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/14/2024

  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.

  We purchase a ***** furnace and A/C unit from Logan Services on 11-28-2022 for the price of $12,449.00. Price at signing of contract was $11,999.00 (because one company giving a $250.00 cancell the day before the contract was signed). Is that a bait and switch? We didn’t use our A/C until spring and summer of 2023. When unit was stopping it came to a screehing halt! When first repair man came he couldn’t hear anything. I called again and the 2nd repairman came saying he couldn’t fix the sound but try not to use the unit, but he would have another repairman to come. After taking this A/C unit completely apart “5” (five) times, it still screehes. Why couldn’t Logan Services replace the unit, send it back to *****, but no! Every time they worked on the unit afterwards they ran the unit for hours. What Logan is telling me, they can’t replace a piece of junk and now no warranty, nor do they care anything about the electric bill! Someone from ***** is coming May 17th. I don’t want this unit its just junk. But they didn’t understand this. I really think they are taking advantage of elderly people, we are 83 and 85.
  Thanks for trying to help.

  Customer Answer

  Date: 03/21/2024

  Consumer clarified with BBB staff that this is still under warranty. 

  

  Business Response

  Date: 03/28/2024

  Logan AC & Heat Services reached out to the ********** residence on March 27^th, 2024, to discuss any additional queries or issues related to the equipment installed for the ********** family. Our Customer Experience Manager, ********** conversed with Mr. ********** regarding the forthcoming visit from our Senior Technician and a ***** field representative scheduled for May 17th. This visit aims to conduct a comprehensive assessment of the cooling aspect of the HVAC system installed on November 28th, 2022. ********* informed Mr. ********** that the objective of the visit is to pinpoint the source of the noise concern and explore suitable solutions to ensure the ********** family's comfort in their home. Mr. ********** expressed his desire to resolve the issue before warmer weather sets in for the season. ********* assured him that once the technicians complete the thorough evaluation when they can turn on the unitduring warmer temperatures, they will be able to devise a plan to address the noise issue. Both Mr. and Mrs. ********** will be present during the site visit to discuss any concerns with our Senior Technician and the ***** field representative. If they encounter any further operational concerns before our scheduled appointment, we urge them to reach out to us. Our customer’s comfort in their home is our top priority.

  Customer Answer

  Date: 04/11/2024

  We purchased a ***** furnace and A/C unit from Logan Services on 11-28-2022 for the price of $12,449.00. Price at signing of contract was $11,999.00 (because one company giving a $250.00 cancelled the day before our contract was signed). Is that a bait and switch? We didn’t use our A/C until spring and summer of 2023. When unit was stopping it came to a screehing halt! When first repair man came he couldn’t hear anything. I called again and the 2^nd repairman came saying he couldn’t fix the sound but try not to use the unit, but he would have another repairman to come. After taking this A/C unit completely apart “5” (five) times, it still screehes. Why couldn’t Logan Services replace the unit, send it back to *****, but no! Every time they worked on the unit afterwards they ran the unit for hours. What Logan is telling me, they can’t replace a piece of junk and now no warranty, nor do they care anything about the electric bill! Someone from ***** is coming May 17^th. I don’t want this unit, its just junk. But they didn’t understand this. I really think they are taking advantage of elderly people, we are 83 and 85. Thanks for trying to help

• Initial Complaint

  Date:11/30/2023

  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 purchased a new mid-range furnace on 11/13/2023 and it was installed the next day. What should have taken a couple of hours took an entire day. The installers damaged the line to my airconditioner requiring a second vist to make that repair. I'm told that will be a 4 hour repair. That's alot of time out of my day for their mistake but ok, it has to be completed.
  Fast forward to 11/29/2023. The furnace has a funky smell. Concerned it was a gas leak. Was told the tech that was scheduled for my ac repair on 11/30/2023 could check it out. Called Centerpoint and someone was dispatched within 20 minutes. Found a gas leak while the furnace is running. Called Logan's back and tech was sent out to my house without a sniffer to find the leak. He did a 'bubble test" and couldn't find it. Argued with me. I called Logan's who told me the only way they could find the leak was if Centerpoint would return and take a photo to show the tech. Called Centerpoint and they told me in essence it wasn't their job to hold the tech's hand to find the leak. After some begging, they came out and found the leak again. I took a photo.
  This morning the Logan tech arrived, I showed him the photo and he immediatly began arguing that there couldn't be a leak. He did bring a sniffer today. Never turned the furnace on and used the sniffer to tell me there wasn't a leak.
  I have asked multiple times to speak with the higher ups including the Owner/CEO. They are all just too busy to speak to me. A field supervisor is on his way to check things out. I'm not hopeful at this point. I've gone to FB and messaged them and even posted comments directly to their posts requesting to speak with the owners. Not even an acknowledgement.
  This is insane. I slept with a space heater and heavy blankets last night. I had to send my teenage boys somewhere else to shower and sleep and had to board my dogs for their safety.
  I'm so angry right now. No confidence in this company.

  

  Business Response

  Date: 12/08/2023

  After our review of the account and the job invoices from the work completed at the residence of *** ***** ********, the following response will provide detail on the effort Logan AC & Heat Services has made to ensure that our customer’s concerns were addressed and that there is working heating and cooling system in the home. 

  
  

  On November 14th, 2023, Logan AC & Heat services installed a new Trane gas furnace at the residence of *** ***** ********. During the installation of the new equipment, a component of her existing air conditioner was damaged. Logan AC & Heat Services arranged for the damaged part, the Thermal Expansion Valve (also known as the TXV), to be replaced at no additional charge to the customer. This return visit for the repair was scheduled for November 30th.

  
  

  On November 29th, 2023, our Logan Services office received a phone call from *** ***** ******** with concerns of a smell in her home. She contacted CenterPoint, the area natural gas provider, with her concerns as well. Per *** ***** ********, the CenterPoint representative that came out to her residence stated they had found a natural gas leak in the open copper lines from her air conditioner unit. However, it was also communicated to us the representative from CenterPoint did not turn the gas off to the home or place a red tag on the furnace. The gas was only turned off to the furnace. *** ***** ******** also stated she was told by the CenterPoint representative the device used by them to detect leaks can only detect natural gas leaks. Our Logan office immediately scheduled an appointment to come out and address the smell concern on November 29th. 

  
  

  When our technician arrived to the residence of *** ***** ********, he turned the gas back on to the furnace and began his evaluation. Our technician could not find any signs of a natural gas leak when he used a leak reactant liquid that is typically used in the HVAC industry to detect leaks. Our technician also tested the joints in the gas pipe associated with the furnace and no gas leak was ever found. Our technician next tested around the open copper lines from the air conditioner unit, but no signs of natural gas was detected. At the request of *** ***** ********, our technician turned the gas back off to the furnace until the return visit could be made the following day to replace the damaged TXV from the installation of the furnace. Our technician also advised *** ***** ******** to contact CenterPoint to have another representative out to confirm where they were detecting the natural gas leak. No documents were left behind from their previous visit.

  
  

  On the morning of November 30th, the same technician that had been out to the home the day prior to address the smell concerns returned to perform the TXV repair. He also returned with an electronic natural gas leak detector. Shortly after our technician arrived for the repair, *** ***** ******** requested the technician to leave her residence and to have another technician come to her home for the repair. Based on this request, Logan AC & Heat Services arranged for our field service supervisor and a secondary technician to return to the residence on November 30th to complete the TXV repair and evaluate the system. 

  When our technicians arrived, *** ***** ******** showed them where the CenterPoint representative stated there was a natural gas leak. She pointed to the open copper tubes that are associated with the air conditioner. Our field supervisor and secondary technician used two (2) different natural gas electronic leak detectors. Neither one of them registered any type of a natural gas leak. In addition, our technicians, tested the gas lines from the main line going into the furnace and no natural gas leaks were detected at that time. 

  
  

  Our technicians tested the heating and cooling system several times during the TXV repair, then tested after the repair, and finally tested during full operation of the system and no natural gas leaks were found or detected. As of today, December 7th, Logan AC & Heat Services has not received a phone call from *** ***** ******** for any concerns regarding the operation of her furnace. 

  
  

  Logan Services prides itself on being the best heating and cooling option for customers that require our services. Our customers are very important to us, and we do everything we can to ensure our customers’ needs are met and to provide high levels of customer satisfaction. We feel Logan AC & Heat Services has addressed all of *** ***** ********’s concerns and have ensured she has a fully function furnace in her home that can be used to her satisfaction. If there is any other information we can provide, please feel free to reach out to discuss. 

  
  

  Customer Answer

  Date: 12/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the stress and aggravation was not addressed in your response. I asked multiple times to speak to a high level supervisor or the owner. I’m still waiting for the call. 
  I requested to speak to the owner because I was put off white my first call after the smell was noticed in my house. It wasn’t until I called Centerpoint that Logan Services agreed to come to my house the same day.

  When told that Centerpoint would not come out to my house a second time to show the Logan tech where the leak was because it wasn’t their job to hold the tech’s hand for the repair, the tech stated that it would help if they would. My confidence in the tech was not very high at this point. He acted like any request I made was an imposition. 
  I had to beg Centerpoint to come out a second time, they told me that their equipment only detected gas leaks, and I took a photo of the Centerpoint employee pointing to the part of my furnace where the reading was highest. 
  I slept with a space heater that night because the outside temp was below freezing. 
  The second day of this fiasco was just as bad. The tech was again was irritated when I showed him the photo and told him what the Centerpoint employee said. I asked him to find another person to complete the job. A supervisor and another tech came to my house. He was arrogant and did not want to listen to me dismissing what I had to say. The furnace was eventually repaired.  There was still an odor.  He tried to blame it on my water heater yet there was never an odor prior to the new furnace being installed. 
  Your records do not tell the entire story on the parts that make you look good  

  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:07/18/2023

  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 requested a sales call for a new furnace and the sales representative came to my house and broke my furnace door while giving me a quote and he said, do you have duct tape to fix it because I don’t know how to fix the door I requested Logan services to come fix the door and they told me no and that they would charge me $85 to fix an item that their sales representative broke. I would like them to come out for free and fix the door so my unit will work properly, which it is not right now.

  

  Business Response

  Date: 07/18/2023

  On June 3rd, 2023, Logan Services had one of our comfort consultants come to the residence of Mr.  ***** to provide an estimate for replacement of his furnace. During the visit, our comfort consultant, ***** ******, presented a quote to Mr. ***** for replacement of the furnace. Our comfort consultant took several pictures of the current system in the home for documentation purposes as to the type of system Mr. ***** currently had installed. After the consultation, ***** ****** left the residence. The customer did not purchase any equipment from Logan Services at that time. 

  
  

  On July 7th, Logan Services received a phone call from Mr. ***** regarding his furnace. He stated to our customer service representative our comfort consultant, ***** ******, broke the furnace door while out in June for his estimate appointment. Our customer service representative stated she would look into his concerns and follow up with him on any additional information. 

  
  

  After speaking with ***** ****** regarding the appointment, as well as reviewing time stamped photos he took at this appointment, it was determined when ***** ****** arrived to the home, the furnace door was already off of the furnace itself. Logan Services has documentation showing at 11:25 am and 11:30 am on June 3rd, the furnace door was already taken off the furnace. In addition, the furnace door already had some damage to it and was not caused by our representative of Logan Services. It does appear in another photo taken by ***** ******, at 11:39 am, the furnace door was put back on and, per ***** ******, the customer himself put duct tape on the door to keep in place. ***** ****** himself has also confirmed all above information regarding how he initially found the system in Mr. *****’s home. 

  
  

  After review of the account from management, our customer service representative contacted Mr. ***** and left a voicemail, offering for service to come out to evaluate the furnace door for the discounted $79 rate and to discuss any repairs that can be done. 

  
  

  Logan Services did not hear back from Mr. ***** until the afternoon of July 17th. Our customer service representative advised of her findings, including what ***** ****** had stated happened at the estimate appointment, and offered to have a technician out at the home to evaluate the system for the $79 service call rate, plus any quotes on repairs that can be made. Customer declined scheduling an appointment and stated to our customer service representative he would contact the BBB regarding his experience. 

  
  

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the Sales Representative took the door off and he was the one asked my wife for duck tape.

  this is clear that this business is providing facts that incorrect. 
  

  if the door was off the unit would not run because of the kill switch.

  ***** touched my unit and took the door off and requested the tape from my wife to put it on the kill switch 

   

   

   

  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:11/30/2022

  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.

  My husband had just died a few months before this so I called in January but never heard from them. (So now I’m telling you) This is within 1 year it happened in January 2022.
  
  A guy came in January to fix the furnace. He wanted to take out the filter but I said I could do it. He took it out anyway then wanted to charge me over $100.00 to put it back. I need a part that is still under warranty but he wanted to charge me over $200.00. When I refuse to pay that much he got mad at me and became rude and nasty. I called the company at the time in January. I was dealing with the death of my husband and his affairs so I only called once. Now that I was some better I called back. The so called manager took up for the guy who came out. When I said I’d call the BBB – he turned around and called you.
  
  I bought (2) furances from Logan, I have houses. This is the crapy treatment that I get. How about I “Turn to Two.” Will he call them on me?
  
  The boy “refused” to give me the part that was under warranty unless I paid him. Then he wanted to charge me almost $200.00 for putting my filter back in furnace. Which I told him not to take out. He was nasty and rude. The company made excuses for him. This was a service still under warranty. The boy refuse to give me the part unless I paid him for the part. Then want to charge almost two hundred for a filter. He was rude when I refuse and I did not get the part. I need the part for the furnace.
  
  Desired Settlement:
  
  Billing adjustment
  
  Finish the job
  
  Repair
  
  Replacement
  
  An Apology from HEAD manager who has an IQ above two. And I need the part.
  
  
  
  See Attached Complaint Form

  Customer Answer

  Date: 11/30/2022

  The boy was so nasty that he refused to sign the service order when I asked him. This happened on January 20-2022. It will be one year since this happened in January 2023. This boy was basically mad because I refused a tune up. He came in the door filling out a form before he even ask what the problem was. He became mad when I refused. It all went down hill after that. 

  Here is why I am ticked off we bought 2 new furnaces from Logan. It's an insult to be treated like this since they called BBB on me, I wonder if they'll these other agencies. It's a crime to mistreat the elderly. 

  In January 2021- I called Logan Heating to come check my furance. The boy wanted to charge me $129.00 for taking out and putting back the filter. I had told that I could do it but he volunteered then wanted to charge me. I need a new part but the boy wanted to charge me over almost 129.00 for the part that is under warranty. I called in January to report how nasty -snappy and disrespectful the boy was. Since the company didn't care they didn't call back. So I called them back in "maybe" September the so called manager took up for his employee. I still don't have the part that was under warranty. Then the sorry manager call the BBB on me. 

   

  I need the part put in the furance. 

   

  See Attached Complaint Form

  

  Business Response

  Date: 12/01/2022

  When we installed your heating and cooling equipment on October 24th, 2012, you received a 1 year labor warranty through Logan Services, as well as a 10 year parts warranty through Trane, the manufacturer of your system we installed for you. Since we performed the installation of your equipment, Logan Services has not been out to your home for any type of service appointments.

   

  When Logan Services came out to your residence in January of 2022, the quote you were provided for services our technician recommended (replacing the ignitor for $149) was the warranty pricing for that particular service. The actual ignitor was covered under the Trane warranty at that time. You had declined that service and asked our technician to leave your home. To clarify, when a customer approves for a repair, and provides payment to our technician for the service, it is our certified technicians that will replace the part for our customer.  

   

  Our field supervisor contacted you on September 30th to address your concerns and, in an act of good faith, offered to have one of our certified technicians out to your home to replace your ignitor and clean the flame sensor for a total of $134. Our office has contacted you on two (2) separate occasions to set up this service visit and honor the pricing provided to you by our field supervisor. During the second phone call, you declined our offer to come back out to the home to replace the ignitor and clean the flame sensor for you.

• Initial Complaint

  Date:09/19/2022

  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.

  We had 2 furnaces and 2 A/Cs installed 7/11. Over 2 months and 6+ service visits later, they are not working correctly. We have not received what we paid $34,285 for.
  
  One day after the install, both A/Cs weren't working. ****** came and made fixes/adjustments. One of the A/Cs still wasn't working, so they sent *****. Then ***, who said one of our thermostats was not calibrated and he would replace it. It still wasn’t working, so ***** and **** came for visit 6. They said things appeared to be working and sent readings to Trane, who also said things seem to be working (they are clearly NOT working). We are waiting to hear back from ***** on next steps.
  
  Each call and visit is time spent away from work. Taking time off work to babysit Logan, combined with the exorbitant electric ****, is literally costing us money. We are frustrated and exhausted at the follow-up we've had to do just to get what we paid for, which should have worked on day 1.
  
  One of the A/C units is not working at all and hasn’t since day 1. The other unit appears to be working correctly, leading us to think it’s an issue with the actual A/C unit. Logan is in no rush to replace it despite all their other tests/bandage fixes not working. We are also concerned that the other unit has to work harder to compensate for the faulty unit, which will compromise its longevity and ability to work properly.
  
  We were told that the efficiency of these units would dramatically decrease our utility ****, yet it’s outrageously high.
  
  At this point--in addition to having the units work correctly--we expect compensation for time lost, our increased cooling ****, and compromised quality. The units not working costs us time and money. A refund is warranted.
  
  Logan visits:
  1) 7/11: ****, ******, *****, **** install
  2) 7/12: ****** service
  3) 7/14: ***** service
  4) 7/25: ****** service
  5) 7/27: ****** (+**** no-show) service
  6) 8/25: ***** + **** (**** no-show) service
  7) TBD: Waiting on call from *****

  

  Business Response

  Date: 09/21/2022

  Hello and thank you for your feedback. At Logan Services,
  we make every attempt to fix system issues in as few visits as possible.
  Unfortunately, there are some situations that do require several attempts in an
  effort to correct a heating and cooling problem. We can certainly understand
  your frustration and apologize for the issues and inconveniences you have
  experienced and we thank you for your patience. We are committed to continuing
  to provide you with the highest standards of service in the industry and we are
  confident we will resolve the issue with your HVAC equipment. Please feel free
  to contact our office at ************ option #2 if you have any questions or
  concerns.

  Customer Answer

  Date: 09/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Logan sent a boilerplate response and has not resolved the issues raised in my complaint. How is this experience at all representative of the “highest standards of service in the industry” that they claim to provide?

  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 10/13/2022

  Hello and thank you for your continued business with Logan Services. After reviewing your account due to continued issues with one of the systems we installed, it appears we did return to your home to swap out the problem unit in your home for one that should keep you more comfortable and operate to factory specifications. We are happy we were able to resolve the issues with your system, but at any time if you have any additional questions or concerns, please do not hesitate to give our office a call at ************. Thank you.

  Customer Answer

  Date: 10/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I acknowledge that Logan installed a new a/c unit and adjusted some duct work. But I do NOT agree that the complaint has been resolved. The original unit was installed in July and the new unit wasn’t installed until October, so at this point in the season we are unlikely to use air conditioning. As I’m sure you can understand, I don’t feel comfortable resolving this complaint until I can test the a/c and confirm it is working. The first unit never worked despite 8 follow-up visits from a dozen different people, so I’m not confident that this new unit will work either. And at this point in the process, Logan’s assurances mean nothing to me. So until I can test the a/c for myself, I do NOT consider this resolved.

  
  
  
  Sincerely,
  
  
  
  ******* *******