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:06/27/2024

  Type:Order 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.

  They canceled my contract two months early because of a ****** review that I posted. That is illegal. According to my attorney. It would be a lot of work and money on my part to be able to retrieve my money. On May 8th 2024 a technician sprayed a water bottle in my dog's face. Without reason or provocation. I mentioned it to the manager and her exact words he meant no harm? No apologies. Never saying that I'm sorry that was unprofessional nothing . Nothing but denial and justification and rationalization . That's when I posted my ****** review. They told me to remove it I said no. So now they refused to carry out the rest of their contract which ends August 18th 2024

  

  Business Response

  Date: 07/15/2024

  Our general manager has been in touch with ************** regarding the claim.  Please advise if any additional information is needed for the BBB. 

  Thank you,

  *****

   

• Initial Complaint

  Date:05/16/2024

  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 contacted this company to service my HVAC system, the technician said the capacitor needs to be replaced which he did, I was charged $1,368, two days later the system tripped my breaker and stopped working. Unique came back and told me the motor was fried and asked me for an additional $1000 and change to replace. At this point I became suspicious because nothing was wrong with the motor. Further investigation showed the capacitor installed by Unique had a hole in it, which sprayed oil all over the inside of the unit and causing it to short the electrical connections.Upon calling Unique I was shocked by the lack of response, dismissive and accusatory attitude both by *** - service manager and by the branch manager. Refusal to fix the issue or take responsibility, or even refund me for the service charge let alone for replacing the condenser which costed $4,000. I am looking for a refund of "services" provided plus $4,000 for new compressor

  

  Business Response

  Date: 05/29/2024

  On 4/16 the client, ********************, booked an appointment online for an A/C repair. Our CSR, *******, called that same day to inquire about the issue. ******* said that his A/C has been leaking freon for years and his other contractor whom he works with in his real estate business tried to put a sealant in it but it didn't work. That contractor was not familiar with Unico high velocity systems and recommended us. He wanted us to look and give a second opinion. This conversation was recorded. Our Service technician, ******, went out on 4/17 and found the system was too dirty to check refrigerant charge and needed a maintenance  in order to get accurate freon readings. ****** went out the next day  on 4/18 and took apart his entire outdoor unit for a thorough cleaning. Once the cleaning was done he checked the capacitor and found it needed to be replaced. This is documented in the pictures he took along with how dirty the system was. ****** also found the system 2 pounds low on refrigerant but no signs of a leak. He informed the client that the system is at the end of its useful life, 12 years old, and recommended replacement since the repairs needed were so costly (refrigerant and capacitor). The client chose to repair but also have a comfort advisor out to quote replacement. He got authorization from the client to  make the repairs. The total for the maintenance and both repairs was  $1,368. As a result of the replacement conversation a call was made on 4/19 to schedule a comfort advisor for an estimate.The appointment was set for 5/8/24. This conversation was recorded. The system seemingly worked fine or was not used until 5/1 when he called in to say it was not working again. ****** went out on 5/2 to investigate. He found a mechanically seized condenser fan motor, the bearings were worn out. There is no evidence to suggest this was anything other than old age failure. He was given an estimate to repair for $1,133 and again, we recommended replacement.We did not hear from him again until our comfort advisor, ****, went out on 5/8. When **** went out he was let into the home by *****************. When ******* saw **** he told him to leave and that he was very upset with our service appointment. **** reported this back to our service manager, ***. *** followed up the same day on 5/8 and left a voicemail (this is recorded). ******* returned his call 6 days later on 5/14 however *** was not available (this is recorded). *** returned his call the following day on 5/15 (this is recorded).The client said that **** entered his home without permission or knocking. **** is a long tenured employee with impeccable values so this was hard to believe.He also claimed that the capacitor that ****** installed had a hole in it and caused the condenser to short out as well as fry the breaker (This is recorded). He sent a video (documented). The video shows the capacitor with what looks to be a s**** hole in it and also shows that the condenser had been disconnected. *** called him back after reviewing his photos and videos and the client acknowledged that his other contractor came out and replaced the condenser. He was insistent that the capacitor had a hole in it and we caused it. His position was that this hole caused oil to spray over the electronics and in turn caused the motor to short out and fail. *** explained that an electrical or capacitor failure cannot cause a mechanical failure such as the one he was experiencing. ******* believes that we touched it last and therefore it was something we caused. His request was that we refund all expenses from repairs and maintenance, $1,368, as well as replace the entire system for free,including the indoor air handler. I spoke to him the following day on 5/16. He indicated the system was fine before ****** touched it and that there were no signs that it was not working prior to our maintenance. This is counter to what he said when he made the first appointment on 4/16. He explained that the capacitor was leaking oil and caused all the issues. He also said that he waited a week to get a callback.  I pointed out that our calls are documented and recorded and that *** called the day he found out he was upset when **** went out to his home. He continued on to call our comfort advisor creepy and say that by the time the saleman came out he had already called to speak with a manager about his issues. This is clearly not true after reviewing the documented phone calls. He demanded a refund for work performed and insinuated that he would take action to get compensated for his whole system through a lawsuit. I denied refunding any of the repairs since they were made against our recommendation to replace his system. Additionally, I did not want refunding money to be used as validation that we did something wrong in the event of a lawsuit. We recommended replacement, and he chose repair. When the system failed a short time later, the expectation was that we would not charge more. When he received another quote from us for over $1000 to replace the bad motor, he was very upset and believed this was our fault and that we were doing something unethical. ******* did not get management involved or allow us to investigate before he called his contractor, who he admittedly has a long relationship with, to replace the condenser. Somewhere along the line a s**** was put through the capacitor. I was unable to determine how or what caused the hole in the capacitor since the unit was replaced by another party. We pride ourselves on our values and are very passionate about taking care of our customers. Given the opportunity, our management team would have worked with *******. Once the equipment was removed and replaced by another party, it removed our ability to work on the original system or offer any discounts on replacement or additional repairs. ******* was charged $99 for the second diagnostic visit on 5/2. I offered to refund this charge. If ******* would like us to replace his system, we would offer some credit back for the repairs made on 4/19.  

  Customer Answer

  Date: 05/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21721055
  
  I am rejecting this response because: I will proceed with a lawsuit against the business 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/09/2023

  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.

  When I purchased the house in 2017 the Unique System was already here. I had it serviced every year as suggested with no problems. When it was time to replace the water feeder I was told I need to have my water pressure lowered. They said this was the reason it kept failing and overflowing. When I asked if it was a guarantee this would work as a plumber is a expense that is not in my budget, my question was not answered. They are now refusing to replace water feeder after I had the parts and labor plan for over 7 months. Unique claimed they took the water pressure from my hot water heater which is how they discovered it was the water pressure causing the issue. I would like them to replace water feeder with a better brand of product especially since it was part of the coverage I paid for.

  

  Business Response

  Date: 10/31/2023

  Hello, 

  Managements last conversation with ******** was to have a plumber assess the water pressure into the home and either repair (install prv 'pressure reducing valve') or provide documentation on its status so we can move forward with our repair to the boiler.  The part has already been replaced twice, and we need the water pressure addressed, or the repair will fail again.  We have not received any follow up communication from the customer on the plumber assessment.  Unique will cover this repair under the contracted service plan, once the water pressure addressed to confirm correct water pressure.  I have attached a copy of our customer invoice from our last service visit.  

  Please reach out with any questions or if you need additional information. 

  Thank you,

  Unique Indoor Comfort