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Business Profile

Heating Contractors

New Spirit Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for New Spirit Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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New Spirit Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 ac/heater combined from New Spirit.(2 1/2 years ago ) The product has a 5 year parts warranty and a 2 year service warranty. After returning from Florida , I was there for 6 months, The unit does not work when I turned it on it does nothing. The technician that came out said I need a new blower motor and they would return with. The secretary called me and said I would have to pay $350. for the labor. I questioned her then she said they decided they wouldn't come back and fix it. Now I have a 2 year old system that doesn't work. I have severe asthma and COPD. I need them to please come and fix it.

      Business Response

      Date: 06/01/2023

      Dear sir/madame,

      Thank you for addressing your concerns to us and for giving us the opportunity to speak on this matter.

      Per our contract with ********************************* for the installation of the HVAC equipment, the labor warranty is to be provided for two years form the moment of installation, and the manufacture warranty is to be provided  for ten years. Recently the customer has reached out to us and request to service this HVAC equipment. Per our visit our technicians determined  that a part needs to be replaced. We have communicated to the client that the part will be covered per manufactory warranty however there is going to be a cost for labor for providing this service of repair since her labor warranty has expired. The customer said  she is not willing to pay for the repair cost/ labor cost. We were always prompt in answering her phone calls addressing her questions or concerns, and we were always courteous and respectful to her. However on the other hand considering that she has been verry rude and disrespectful with our two technicians and a office staff member we do not feel comfortable or safe to continue to work with her. We have let her know that if she is willing to treat our employees with respect   without yelling and swearing at them then we will be willing to provide her with future service for her HVAC needs. We apologies for the inconvenience however we have to protect our employees and to guaranty a safe workplace. Per our contract with her the two year labor warranty has expired and there is no obligation on our side to the client. We treat all our costumers with care and professionalism and we are sorry that this client was unhappy with the fact that there was a cost for the repair to be provided. We are open to a respectful communication and we are willing to continue with the repair if the client chooses us. 
      Please see email communication that provided proof that Bernadette hired us/ agreed to the terms of the estimate provided on  08/28/2020.
      Please see invoice #**** and email communication attached that shows installation date of 09/03/2020.
      The labor warranty should expire two years from installation date, Expiration date is 09/03/2022. The client requested repair service on 05/08/2023, and since the warranty at this time was expired we provided the client with and estimated price of repair after visiting and doing a diagnostic. Please see the job#******** attached for details. We did not bill the client for diagnostic we only provided with and estimated cost of repair for labor only, the part that needs to be replaced will be under warranty provided by manufacture. I am also attaching the ****** business review the client left us. 

      Please help us in this matter.

      Respectfully,

      *********

    New Spirit Inc. is BBB Accredited.

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