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:07/22/2024

  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.

  My air conditioner broke, I have Choice warranty company and I reached out and they sent Serenity Home Services out I paid them ***** to come out. They said the condenser was cover but I had to pay the remaining balance of ******* I gave them ****** down. They were supposed to start June 20th but the part didn't come in.When it came they put it in it worked a couple day and the pipe froze up. Bama put in the wrong size part. He did come and put in what he said was the right size part. He told me that he was not leaving until it was working! EVEY time they made plans to come over there were either very very late or not show up.He wasn't able to get it working even with the new part so he told my son we need a new thermostat and what to do when it was put in and then he snuck out without talking to me. The next day I had put a new thermostat in and it still didn't work. I tried repeatedly to call and text him. He text me he was in a bad area but told my son he was sleeping. He refused to come back to fix the problem so I had a professional come out he told me he put in the wrong size pipe and now I have to have it redone. He also told me he scammed me real bad.

  Business Response

  Date: 07/25/2024

  Tell us why here...I am sorry to hear about your bad experience. Choice Home Warranty does not cover removal, installation, labor, or materials, which is why you were charged for those. It may seem unreasonable, but it is not a scam. We had to wait for Choice to send the customer's equipment and the condenser, and we had no control over the delivery time. During the initial visit for diagnosis, the customer had paraphernalia on top of her furnace and in the back; she was also intoxicated. Despite this, we still wanted to help the customer get AC in their house and provided what we believed to be a reasonable price. We should not have taken the job after seeing this, but we have a big heart and want to help those in need by offering the lowest price possible. 
  
  Upon diagnosis, we were informed that the evap coil was installed about a year ago and was brand new, according to the customer. We came out, installed the outside condenser unit, ran a new line set, modified the drain line, installed a new condenser pad, installed the whip and disconnect, revised the electrical, and put in a condensation pump. We also worked around the previously installed coil since the customer did not have the right fitting that came with it when she bought it. This comprehensive work was done to ensure the system's functionality. 
  
  After the installation, everything worked fine. However, days later, the customer's son called, saying the lines were freezing. We came out as quickly as we could and found that the evap coil needed a piston or metering device, which we had yet to install because it was not part of the installation we were doing. We took care of this and also found that the customer needed to learn how to operate her ****** thermostat. We recommended a new thermostat since they could not access it on their phones to reprogram it. 
  
  *****, the customer, texted the next day saying that they had installed the thermostat and it wasn't working, but this voided our warranty. It's important to note that we do not work behind other companies or non-professionals because we cannot verify the work they did. This is a standard policy to ensure the quality of our service. We never refused to come back out and have maintained contact with the customer throughout. 
  
  I have messages to prove it. Unfortunately, I have received uncalled-for messages from Mr. ************ who has been disrespectful, and I asked him to quit harassing us and our company; I counted about 30 messages of mean and hateful messages that I have saved. I also talked to ***** the next day, and she said she did not have another company come out to assess any issues with the system. I have also saved these messages. I believe they did something to the unit. We have a 5-star rating, and the customer did not get scammed. If there is any needed documents for me to submit I have everything to submit it.

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  *******************************