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:05/30/2023

  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.

  Before purchasing my new home, I asked the previous owners to repair their HVAC system. Deans was called in and performed no work, charged the owners for a full tune-up, and left. When I moved in the HVAC was still broken. I called Dean's back to see if it was a simple fix and get their statement on what they told the previous owner. They proceeded to cut holes in my ducts and gave up, telling me that there was "a leak" in my unit and the cost would be over $6000. They then refused to leave until I gave them a $150 deposit. A few days later I received a bill for over $350 for HVAC Repair and a high-limit switch. They did no such repair and they had already charged the previous owners for a high-limit switch. I called in another HVAC guy and he opened up to unit. It was caked in dust and dirt and was clear that this unit hadn't had even basic repair work done. I then did a chargeback for the deposit. ****** **** (the owner) called me repeatedly and left a threatening voicemail ordering me to pay him back the money I owe him in 24 hours or he'd come after me. He also made a comment about knowing where I live. Since then he tried to fraudulently charge my card again and left an email to taunt me about his illegal behavior. It's also clear that he's been leaving fake reviews on **** and ****** Business

  Business Response

  Date: 06/01/2023

  First of all I want to mention the previous owner of this property has been our client for a few years now, and we never had an issue and she was always a happy customer. in January 30 2023 the pervious owner called us to fix her unit from 1992, we fixed it and replaced the high limit switch. couple months later we received a phone call from the new owner of the property (first time) and he mentioned that we fixed the system with us 2 months ago, and he has a warranty, but he was never in the computer system that we even came out there, which he lied about. he also mentioned that he tried to troubleshoot the system himself with no luck. ( which you should not be doing that on your own without a professional license). the next day our field manager went to the property and he saw that their was a bad high limit switch, when our technician put a new limit switch he saw that the system blew the high limit switch, also we saw a backfire coming out of the heat exchanger, which mean leak in the heat exchanger.( I want to mention again this unit is from 1992!!). our field manager told the customer the unit needs to be replaced because it is unsafe to be used anymore, the customer asked the technician if there is something that can be done for now since its cold, we said only to bypass it but we do not want to do that because its very dangerous and the house can go on fire. to make sure there is a leak in the heat exchanger we did a leak test as well. when the customer realized he needed a new unit he emailed us ( emails attached) that maybe we can put all the damage on the previous owner, which we will. not do since it is not her fault, he can only blame whoever did inspection on the house. he refused to understand that this unit is to old to use and needs to be replaced since he says he spend so much money on a new house and doesn't want to replace equipment.  He was charged 150 dollars for our time and our diagnose which is reasonable, we don't work for free, and he gave us an ultimatum that he will not pay unless we bypass the system which we told him we will not do. he eventually ended up paying the $150. He asked us for a quote for a new unit and we took off 150 dollars from that quote since he paid that for the diagnose and time, since that amount would go towards a new unit since he would be using us for the new unit, if he went with the quote. Couple days after he made a dispute for the 150$, we tried calling him and he just ignored us. We won the dispute case since there is evidence, and now he is trying to go against us by complaining on here.