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:04/26/2023

  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.

  Hired the company in May of 2022 for a repair on a ductless AC unit. Business came to the residence, employee who arrived was confident he could fix it and needed a circuit board. When he came back to fix it, he was cutting the circuit board to make it fit. Asking me for lighter fluid to burn the board. After not succeeding we were told we needed another board and was told he was ordering the right board and would return. We tried to get in touch with ***** (supposedly owner) from June through October with no responses or return calls. Finally got through to the company and was told we have the parts and will schedule in the spring since now we've 6 months and its winter. Called in February of 2023 scheduled for April with confirmation of the parts. Called 48hrs prior to appointment to confirm the time they would arrive. Was then told they didn't have the parts any longer which apparently were in hand in October? Now all of a sudden are missing?? And these parts are no longer available. The employee they had sent to fix this was sitting in our driveway with towels over his windows of the work van for hours and would come back in our house visibly under the influence. Was told this employee no longer works for them and they don't know where our parts went. After 1 year of dealing with this we hired another company who came out today and told us  these parts are actually available and able to be ordered, they also confirmed the wires on the unit were put back together wrong from when Aircon was here. ***** was nothing but unprofessional throughout the entire year long process, avoiding phone calls, not returning calls. All we have asked for the original boards back that they took from our unit but were told they don't know where they are. So they took parts off our unit and cant answer where they are. At this point I don't understand how a company like this can operate and continue to advertise an A+ rating

  

  Business Response

  Date: 05/05/2023

  Responded to a service call there on May 27, 2022 and determined the main board in the outdoor unit had failed. This needed to be replaced before we can continue troubleshooting, if necessary. The board was ordered.
  Returned to install new board on August 5, 2022. After replacing the main board; further analysis revealed that the inverter board had also failed. That board was ordered. Supplier informed us the board was back ordered with no delivery date.
  Customer called numerous times after the August service call regarding the part. We responded, after checking with supplier, the board was back ordered with no delivery date.
  Customer called in February to schedule a call in April. Our supplier felt the board would be available by then.
  At this time we have been informed this part is no longer available.
  When we left the job after the August 5 visit there were no boards/parts missing from the unit.
  The technician on the job is no longer with us to defend himself on these matters.
  We wonder why the customer waited until now to express concern about the technicians frame of mind in August.
  All employees are regularly screened.
  No invoice has been or will be sent for the work already performed.
  We did not originally install this job nor do we install that brand of equipment due to the country of origin and availability of parts.
  We will return the old board to the customer