Complaints
This profile includes complaints for Logan AC & Heat Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/08/2022
Type: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 the best heating and Air until they have to offer over the winter. The fist time I used the AC it was broken. The technician admitted that he had never seen this part broken. I told him I believe I had a defective unit. They rigged it up to get it “working” and have not heard from them since. I’ve left messages with office and even text my salesman multiple times and he keeps claiming someone will call me and they never do. My unit still makes constant banging sounds and isn’t right. It’s supposed to be the ultra quiet model but it is anything but. It’s very clear my unit was defective from the factory. All I want is what i paid $12000 for. A proper working brand new AC unit.
Business Response
Date: 08/08/2022
Hello and thank you for your most recent feedback. We never
like to hear when one our customers is having system issues with equipment we
install with them and we apologize for the unexpected breakdown you experienced.
We looked into your account and did notice on May 11th, our technician did come
out to your home to evaluate your system as it was making a loud rattling noise
and not cooling. After his diagnosis, it was determined the fan motor mount on
your outdoor unit did break. We returned on May 13th and replaced
the fan blades, the fan motor, and the motor mounting in order to get your
system up and cooling again with no rattling noise.
Since our May 13th appointment, we have received
any phone calls from you regarding the system and that it was still producing a
banging noise. Since you are still within the 1 year labor warranty, we can
have a technician come out at no cost to your home to evaluate your system once
again to determine the source of the noise. If this is something you are
interested in scheduling, please give our office at ************ option #2.
Thank you.Customer Answer
Date: 08/14/2022
Complaint: ********
I am rejecting this response because: I have multiple texts into the salesman who keep saying he will have someone call me. The service manager also said he would be getting back ahold of me after talking to Trane which was back in may. I'm highly doubting Trane is taking this long to respond. It seems like you are trying to drag this out until after the warranty. You have my number why do you refuse to call me??? Why is your response for me to call you. You know there is a problem please call me ************. But since you didn't resolve the problem the first time i dont have much hope youll fix it this time.
Sincerely,
***** ****Business Response
Date: 08/17/2022
At this time, we will be consulting with our service manager
and discussing with him the next course of action to address your concerns on
your newly installed system. We want to ensure you have a fully working heating
and cooling system in your home with no additional concerns regarding its
operation for you. Once we have spoken with our service manager, someone from
our office will be in contact with you either by Friday, August 19th,
or by Monday, August 22nd. Thank you.
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