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:01/28/2025

  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.

  On Friday, January 24th, 2025, I had a plumber from **** come to my home to deal with a problem inmy basement bathroom. As he was working up an estimate to fix that problem I asked him to take a look at my second floor bathroom to see if it needed any fixes so he could include it in the *********** the second floor bathroom, the toilet was working fine, but had a low level of water in the bowl. The plumber explained it probably has to do with the flapper and related components, which is usually a pretty easy fix Upon opening the tank, the plumber discovered my flapper etc., was some odd type used in the 80s when the house was built, but is no longer used, hated by plumbers and difficult and expensive to find parts and fix. He told me it would be cheaper and better to get a whole new toilet for about $650.00.I asked the plumber if the low water level was a problem or could cause a problem, to which he responded no. There was no problem using it. Upon learning this I told the plumber just to leave it alone since it was working and fine to use.The plumber kept fiddling around to see if he could make it work better, but ended up breaking the actual flapper part making it so the toilet could not be used as it just continues to run. I now have to buy a new toilet and have it installed (again quoted to me as about $650.00).I dont believe this responsibility should fall on me. I had a perfectly working toilet, the plumber continued working after I said to stop and broke the toilet, and I am left with a non-functioning toilet. Its simply not my fault.I did contact the company about the issue on January 27th 2005 and was told that it would be passed along to the Plumbing manager.I received a phone call the next day from someone (not the manager) who told me all the manager would do is take 10% off.Again, I had a working toilet and now do not because of the plumbers actions. Sila should be responsible for any fix needed due to their actions.

  Customer Answer

  Date: 03/03/2025

  I am extremely happy to report that Sila contacted set up to install a new toilet, toilet and installation at their cost.  I am glad we were able to resolve the problem!!!

• Initial Complaint

  Date:09/05/2024

  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.

  On November 26, 2021 Sila installed 2 ********** mini split units in our home, but there were no immediate issues with the purchase or installation. However, on April 19, 2024 we notified Sila that ********* was coming through one of the mini split units that they installed. This resulted in water damage to both the room on our 2nd floor where the mini split unit is installed, as well as our dining room directly below this room.After nearly 2 months of back and forth, Sila diagnosed and repaired the issue on June 10, 2024. Sila's technician confirmed that the water intrusion came from the ** unit condensate drain line installed in the downspout, and with time, the line moved from pointing downwards to drain to a position where it was catching the downspout water and funneling it into the ** unit. At that time, Sila let us know that they were committed to uphold the warranty on their work and would cover the damages. That was nearly 3 months ago. At that time, we spoke with Sila several times, and they continued to reassure us that we would be reimbursed, even telling us that a claim had been filed with their insurance company. However, we have not seen any progress, nor have we had any contact with their insurance company. While there is one manager at Sila who stays in contact, he only delivers information and isn't empowered to help us. The **************** has yet to be in contact, so we keep receiving information from the local field manager with no follow-up or follow-through. Attaching two photos for reference - we have multiple videos from every time water poured through the ** unit and can provide those when not limited by file size. Damage was worsened with each rain in the 7+ weeks it took Sila to correctly diagnose and repair.

  

  Business Response

  Date: 12/02/2024

  Thank you for the follow up.  We did work with the customer and handle this issue to, what we believe to be, their satisfaction.
  
  **** ******

• Initial Complaint

  Date:07/31/2024

  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.

  We recently had **** come inspect our Lennox units, which they quickly told us we both shot. That was a bit alarming to us considering they were only seven years old. When I asked them how they could both be broken already they told me most likely it was due to a bad install job. Theyre the ones that installed it! I then was told I needed two new units that would cost me about $42,000. Prior, I spent $700 having them fill my units with coolant as well. I didnt believe them based on how eager they were to sell new units so I had 3 independent and separate companies come out and inspect my units without telling them anything that **** said. All 3 told me my systems were empty and there was absolutely no leaks in either of them. They said my systems are fine and that **** was lying to me. When I called customer Service numerous, no one ever responded to me. They have a reputation of trying to sell and not fix but this is borderline criminal! They stole $700 from me for coolant and attempted to make me spend $42,000 which is so egregious. This company ***** and has horrible customer service!

  

  Business Response

  Date: 08/12/2024

  We strive to provide a 5-star experience to every customer we work with. We are actively working with this customer and have reached out by telephone as it is our goal to reach a resolution that provides them with 100% customer satisfaction. We look forward to hearing back from the customer and ensuring they have full confidence working with **** for their home comfort needs.

• Initial Complaint

  Date:07/14/2024

  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.

  In January, I bought new heating and air with this company as well as a service agreement for maintenance and 24x7 emergency support. This past week, my second floor AC unit broke. Monday I called their number and the *** said someone would call me back. No one called. Tuesday I called and they could only schedule for Friday. At 6:12 I got a text message, he was on the way. About 30 minutes later, I got a text that the call was closed. There was someone there and I have cameras. No one. I called **** within minutes of receiving the closure text. CSR said not until the next day this is 5 days from the first call and 4 days from the call when it was scheduled. I asked for a manager and ******* in the office called me back and said not until tomorrow. I asked for a manager and I got no to that from her. I threatened writing a bad review and formal complaint. Miraculously, a manager called back. Still no technician until the next day and I was told there was not 24x7 emergency service only call response. I told the manager he needs to review the website and agreement. He argued with me. The next day the technician came and he troubleshooted and changed the filters on both AC units. I had remodeling done which created extra dust that clogged the unit. It was fixed on the second floor. He left. A few hours later the first floor unit completely stopped working with no warning. I called immediately and was told by the customer service that they could come Wednesday for the emergency visit. I went through the same drama again, this time even calling the technician who came earlier and was off to see if he could help over the phone. He called the manager and had to get me help. The manager **** first said the next day. I told him that was not acceptable because it was now 5 days and the first floor unit was newly not working after the After drama. A technician came and fixed. Why did I have to argue to get the emergency service that I bought?!

  

  Business Response

  Date: 08/12/2024

  We strive to provide a 5-star experience to every customer we work with. We are actively working with this customer and have reached out by telephone as it is our goal to reach a resolution that provides them with 100% customer satisfaction. We look forward to hearing back from the customer and ensuring they have full confidence working with **** for their home comfort needs.

• Initial Complaint

  Date:07/06/2024

  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.

  On 6/15/2022 I had a new HVAC system installed in my condo, because the old one would not cool my home/home office when the temperature outside was above 90o F. The new HVAC was not working as expected, and I contacted **** (******************************) at ********** on many occasions. They have sent technicians and inspectors over the last 2 years, who say they fixed it and /or its working as expected, but the problem never goes away.Last contact was 6/28/24.Today, 7/6/24, at 5 PM, when the temperature outside was 94oF and 49% humidity, , the temperature inside would not go below 80oF, with 62% humidity. Note: I have blackout curtains and had set the thermostat on a permanent hold of 70oF.Please ask **** to provide an HVAC that can keep my home and home office cool in very hot summer days, as promised!

  

  Business Response

  Date: 08/12/2024

  We strive to provide a 5-star experience to every customer we work with. We are actively working with this customer and have reached out by telephone as it is our goal to reach a resolution that provides them with 100% customer satisfaction. We look forward to hearing back from the customer and ensuring they have full confidence working with **** for their home comfort needs.

   

   

  Customer Answer

  Date: 08/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:12/17/2023

  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.

  Fahrenheit (before being purchased by Sila) installed a ******* furnace in my home in 2021. The furnace initially had a faulty ignition switch. Which Fahrenheit replaced. I had a different company do a maintenance check (on a 2yr old furnace) there is a cracked heat exchange. Pushing unsafe levels of CO2 into my house. This company is absolute garbage. Don’t waste your money. This company could have killed me and my family twice and has absolutely no remorse.

  

  Business Response

  Date: 12/18/2023

  I am sorry that you are experiencing this serious issue and we can send out a Sila tech to evaluate the system and will replace the heat exchanger at no charge if it is indeed cracked. 

• Initial Complaint

  Date:06/15/2023

  Type:Product 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.

  On May 8th Sila came out to access some repair work to my house. The plumber quoted me a price to which I agreed to and I gave him a 200 dollar deposit. 2 weeks later when a different plumber came out he charged me the entire 614.00 for the job. When I told him there was the deposit he said he had no information about a deposit. I have the cancelled check. Sila has been promising me for months a refund but as of today I've gotten nothing. They are theives

  

  Business Response

  Date: 07/13/2023

  She is correct to an extent.  on May 8th Sila went to the customers home to quote the installation of a customer provided toilet.  We collected a $200.00 deposit. Then on 5/25/23 a second plumber returned to install the parts.  The plumber charged her the full price of the sold estimate without applying the deposit to the job (this has to be done in the office the field employees do not have permissions to view credits).  She called in to ask about it and spoke to management then we provided her with the full refund of the $200.00 deposit on 6/12/23 so a little over two weeks to receive her money back from us.

  Customer Answer

  Date: 07/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  It took a lot longer than two weeks but as I did get my refund, I'm satisfied 
  

  Regards,
  
  *******************

• Initial Complaint

  Date:01/22/2023

  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.

  had an issue with my gas burner heater for my house. The problem was the flame in the heater suddenly stops and after a few minutes of running without flame , the flame will come back and heater worked for a few minutes and then turn off again.I called the heating company named Sila to diagnose the problem . A technician named ********************************* showed up.After checking the heater , he suggested to replace the gas control valve . The cost for the parts and labor was $1337.03 .He said he needs a few days to order the part and another technician will contact me to do the work.I paid $1000.00 deposit and the balance after the completion of the job. After he left , he filed a job description for his company and in it he wrote , the unit(heater) will not turn on.Found bad control valve and need to return ASAP to replace the valve.This report was totally false , because as I said the unit will turn on but the flame would not stay on after a few minutes of working and then will turn ON again and this process will repeat itself.After a few days another technician with the new valve showed up and replaced the valve and after he left , I noticed the heater is doing the same thing before the valve replacement job. I called the company and complained , they replaced a good valve and it was not the problem and asked to send a man to come and check the heater.A 3rd man showed up and after checking the heater , he suggested to replace the fan at the costs of $1900 . I got very angry , because the first technician miss diagnosed the problem and they should refund me for the cost of replacement of gas valve ($1333.00) before I commit myself to accept the replacement of fan at the cost of $1900.I talked on phone with the manger and he did not want to refund me for the gas valve replacement work.I called a different company named ******** ************ technician named ****************************He checked all the rubber hoses and he discovered a dead STINK BUG was blocking one of the condensation hose and causing the flame goes off during the normal operation , He spend 3 hours to check all the condensation drain hoses and heater is been fine like day one.The technician Flood told me I did not need to replace the Gas Valve and the fan like the Sila company wants to do it, The real issue was the STINK BUG blocking the drain hose to outside the heater . like it supposed to do.I paid him only $360 for his work($120/hour).Now I am asking for a full refund from Sila for their miss diagnosed the problem by their first technician and causing me to pay them $1333.00 for replacement of a $200.00 gas valve.

  

  Business Response

  Date: 01/24/2023

  We will refund what they paid. If our work was incorrect then we stand behind our guarantee and will refund this customer. 

  Customer Answer

  Date: 01/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************