Air Conditioning Contractors
Spring Valley Air ConditioningComplaints
This profile includes complaints for Spring Valley Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:01/10/2025
Type:Product IssuesStatus: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 started having issues with the Heating/AC unit 8mons after moving in. I first contacted Spring Valley Heating/Air on 12/4 about the heat going out. A technician came out and checked unit and informed me it was ok. Three days later the heat went out again on 12/7. Had to leave the house due to being cold until on call technician could arrive. Thomas came, checked everything and informed me that the freon was low and that he added more. He assured me that this should fix the problem. He suggested they could perform a test to see if freon was leaking. This has yet to be completed. The heat stop working that same night. Called answering service and was told that I would have to wait until the next day because the company does not take call after 9pm. Had to get baby up in the middle of the night and cold to find a warm place to stay. Thomas returned the next day on12/8 and said that he could not find anything wrong with the unit. I made a call to the office On Monday 12/9 requesting to speak with the manager. The service manager Richard return my phone call and I explained to him my frustrations and concerns about the unit that was installed and perhaps it was a bad one. I suggested installing a new one. He was not very customer friendly and the tone he used with me was disturbing. He told me he was not going to install a new unit and I, the customer had to get in touch with the manufacturer if I wanted a new unit. He even gave me the # to call. The heat went out again on 12/21. It was the weekend and got the answering service. Eric the technician returned my call and I explained to him that the unit is still doing the same thing as before. He refused to come out and stated "there was nothing else they could do for me." I had to call another company to come and check the heat, which cost $140. I immediately phone the office on Mon 12/23 to report him and request reimbursement. No one has called me back as of yet, even after contacting them again on 12/30 to f/u.Business Response
Date: 01/10/2025
12/4 - Went out for no heat, not able to find a problem.
12/7 - Went out for no heat and tech found what he thought that the freon may be a little low, told customer that we would need to keep a eye on it and would need a leak search to try and find any leak.if it was found low again.
12/8 - Went out for no heat and found the thermostats were satisfied ( No problem ) . Customer called in asking for a new unit. After trying to explain that the factory had to appove the replacement of a new unit and That we had no reason to ask the factory for a replacement. That she could call there customer service number to express her concerns and gave her the number for ICP customer service.
12/16 - We sent out a duct guy to address some air flow issue and to balance out air flow.
12/21- Customer called on call sevice to say that the unit was doing the same thing and he was not able to come out. Customer claimed to have called another HVAC company to come out and check her unit. ( We do not know if they found anything wrong or not , but we are called agian to go out and check unit.)
1/9 - Went out to check unit and made adjustments to the dip switches on the zone board to help contol the heat strips by the thermostats.
We have never been provided with any documentation from the other hvac company as to what they did and we still had to go back after she said they came to fix it. The only time we have not gone out is after hours on the weekend one time.
Customer Answer
Date: 01/13/2025
I am rejecting this response because: Management did not reach out to me and still have not regarding my complaint against the technician and the fact that I had to call another company out. If a team member from management would have returned my call, then they would have received a copy of the invoice and what they found. But, since you did not, how was I to know where to send the invoice. This company is not owning up to their negligence and it is disappointing the way they are handling me. If this is how they are treating their customers, then it is disheartening. Customer service is definitely not what it used to be!
Sincerely,
Edna R*******Business Response
Date: 01/15/2025
Spring Valley Air Conditiong is truly sorry that you feel that we have not done right by you. We feel we have done everything possible to address the issues you have had. Spring Valley Air Conditioning is not going to pay because you chose to call another company. That is your right to do so, but it is not our responisblity to pay for it. We belive your unit to be working correctly and consider this matter closed. Thanks .Customer Answer
Date: 01/19/2025
I am rejecting this response because: It is appalling that this company is still not taking responsibility for their actions or negligence in this matter. This company failed me as a customer and will not own up to their failures. We are in agreeance with something, and that is, yes I do have a right to call whomever I want. But, I only had to call another company because your company refused to come out. Are you suggesting that my family and I stay in the cold? I am sure you and your family were nice and warm! I do not understand how this company has been in business all these years with this type of response or attitude towards the customer. I do not need your money or your so called apology. Perhaps if I was the right gender or ethnicity this matter would have been handled differently!!
Sincerely,
Edna R*******Initial Complaint
Date:04/09/2024
Type:Service or Repair IssuesStatus: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 late March of 2024, I contacted Spring Valley Air Conditioning after seeing what they would provide in doing an HVAC inspection of a house I was considering buying. I have attached a screenshot of the Inspection Information that would be provided after the inspection. They did not provide any of this. All they provided is the invoice and a one sentence statement in a letter. I phoned Spring Valley Air Conditioning and requested the information indicated on their website but was told they only provide what I received. As a result, I am not forced to hire another company that will provide the information that Spring Valley Air Conditioning advertised but did not provide. I have tried multiple times to resolve the issue with the company, but have not been successful. Please warn future customers to avoid Spring Valley Air Conditioning because they are committing fraud by advertising services that they have no intention of providing after they receive the customer's money.Business Response
Date: 04/19/2024
The technician's invoice sent to the customer upon her request clarifying what was done was done during the inspection was sent the day after the jobsite invoice. It was very thorough, and was emailed to her at her request. It is attached for your review. It was not attached to the customer's complaint.
Since SVAC has a long HVAC Inspection Checklist that the technician has to follow we do not always list all of the details of the inspection at the jobsite. As you know, that checklist was attached to the customer's complaint.
Many times we indicate "HVAC Inspection completed" and issue the letter. We do not release letters that the unit is operating property if it is not.
The realtor was at the home during the inspection with the technician. Had the realtor asked for more information to be documented on the invoice on the day of the inspection, the technician would have done so. Instead it was sent to the customer the day after. The technician went over everything with the realtor and asked if there were any questions and the realtor said "no, as long as everything is okay, I do not have any questions."
Our customers are important to us and their satisfaction is our primary concern. The technician on call has over 25+ years experience. It is unfortunate that the customer did not meet him or speak with him as I am sure she would have been happy with the HVAC inspection. He is very conscientious and is a great service technician.
Best Regards, Gail M*****
Customer Answer
Date: 04/19/2024
I am rejecting this response because:
I have attached the ONLY invoice I received from them. They have created a fake invoice to send to the BBB. They even included in their fake invoice (created after they were contacted by you) a few thigs that I told them were pointed out in the regular inspection.
Manufacturing a FAKE invoice to send to the BBB that they created after I filed a complaint is further proof that they have no integrity.
In hindsight, I should have read the many negative reviews posted about this company. I do not want anyone else to get swindled by them. Because they have created this new invoice after I filed a complaint with the BBB, I have ABSOLUTELY no confidence that they checked any of the things thy listed.
Respectfully
Linda M*****
P.S. I have never ever filed a complaint about a company in my 66 years on this planet. I want people warned about this company.
Business Response
Date: 04/23/2024
Ms. M***** requested a better breakdown and that is why the invoice was sent on 3/29/2024. The first invoice was sent 3/28. The computer generates when an invoice is emailed, and the computer documented the date as 3/29/2024 for the breakdown. Also, attached are the pictures the technician took at the jobsite when doing the inspection.
Initial Complaint
Date:10/25/2023
Type:Service or Repair IssuesStatus: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 purchase my house and spring valley is who installed my hvac unit which who we were told to contact if any issues. I have had to call spring valley over 20 times in reference to my unit freezing and the house getting so hot I would have to get hotels for me and my 4 children. There have been over 10 technicians that have came out and a master technician stating that they found the issue EVERYTIME and have not. They advised me is I had any other issues they would replace my unit because it’s no way I should have any other issues and they claim to really not being any issues. The issues still pursued even after warranty has expired and my unit has and still leaking and freezing: I now have damage to my ceiling in my hallway as well as my master bathroom as I did since the issue began. I have small children and I don’t want any issues with mold growing from water damage. EVERYTIME I call I get no resolution and they send some one out who does a temporary fix or say they see nothing wrong with the unit when it’s obvious a problem.Business Response
Date: 10/25/2023
After speaking with Mrs. S********* today 10/25/2023 1:25pm . Spring Valley is sending out a service tech on Thursday 11;00pm to see if we can determined what is going on. The last time we were at Mrs. S********* house was 6/ 23/2023 and found no problems at that time. Mrs S********* has emailed some photos of ceiling damaged with water stains. We will do our best to see what is going on.
Mrs. S********** has stated she would like a new unit installed. For us to do this as a warranty we would need to have a okay from the manufacture. ( Heil , ICP Comfort products).
Initial Complaint
Date:08/28/2023
Type:Service or Repair IssuesStatus: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 bought my New Construction home from fortress at the time, Spring Valley Air Conditioning installed the unit. They installed the Duct work completely wrong! I have zones crossed up and nothing works properly. Because the zones are cross I have to replace dampers every 2 years! They came and put a bandaid on the problem and left. The zones are still crossed and now they say they are done. So I bought a new construction home with bad duct work and now it’s on me! I would never recommend these guys to anyone! I’m currently seeking legal advice so when can get to the bottom of this. I go to a second opinion and the guy asked me who put this duct work together Stevie Wonder?(no disrespect)Business Response
Date: 09/11/2023
2018 - Installed HVAC in new construction
3/2020- Balanced out air flow (Zones were crossed and repaired.)
2/2021- Replaced 10" and 12" damper no charge.
7/2023- Customer called in for no ac. Service Tech went out to check and see what was going on. Found a bad 10" two wire damper. Quoted customer $ 428.77 to replace damper. Customer has refused to pay trip and diagnostic of $ 89.00 from 7/23 and also stated he didn't think he should be responsible for replacing the damper. Customer was then told we would not be back.
Warranty on new installs 5 year parts and 1 year labor warranty.
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