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:04/03/2025

  Type:Product 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.

  After service tech said we had a leak. We paid them $500+ to diagnose even though the system seemed to be working fine. Stated leak but could not locate. Called sales rep and discussed replacement costs with a comparable system only in the new gas. Existing system was 4ton 410a 2 stage 16 seer system. Was quickly followed by quick electronic "sign here and here". No printout or email till a week later. Installers showed up next day and removed old system...went to lunch and came back with help. About 3/4 of the way through I discovered the new system was not what I agreed to....they finished installing so we had Air till we could work out the problems. I have email and text chains for conversations. They charged my Wells Fargo account even though the work wasn't completed to my satisfaction.
  I filed a fraud complaint with Wells Fargo.

  

  Business Response

  Date: 04/04/2025

  Our representative met with Reece ***** and reviewed equipment replacement options. Reece decided to move forward with coil and condenser replacement, signed a scope of work that outlines the full scope of the project (see attached) and we completed all of the work minus duct cleaning because Mr. ***** would not allow our team to perform that service. Reece ***** and Linda ***** completed a wells fargo application and electronically signed a wells fargo authorization (see attached) which allows Fix It 24/7 to charge the account once the work is compete. Since the duct cleaning portion was not done, we did a "return" for $1,800 with Wells Fargo (see attached) which reduced his Wells Fargo account balance by the $1,800 amount. We have tried to reason with Mr. *****, offered to replace his existing furnace with a new furnace which he denied. We also offered to replace the coil and  condenser that we installed with a higher efficiency two-stage coil and condenser which he denied as well. His request is to have us completely remove the coil and condenser that we installed and replace an entire new system is not reasonable. We choose to no longer service this customer at his current home or any home in the future. 

  Customer Answer

  Date: 04/04/2025

  I am rejecting this response because: If you will replace as I originally expected with a 2 stage 16 seer new gas system and furnace I will accept those terms.
  
  
  
  Sincerely,
  
  Reece *****

  Customer Answer

  Date: 04/07/2025

  what are the next steps?   If they had offered to replace the system with what we expected what they stated in their answer...we would not be here today.  

  I will drop my complaint if they are willing to do so; replace system with 2 stage, 16 seer 410a( since that is the current gas) and replace the furnace .

  

  Business Response

  Date: 04/09/2025

  We are not willing to replace Mr. *****'s system with a 2 stage 16 seer full system which would include a new coil, condenser and furnace. This is unreasonable because he purchased from us, and agreed in writing to replace his Coil and Condenser only with single stage equipment. If we were to take the equipment out that he purchased, it has no resell value. Additionally, to then install a full system, which he did not purchase a full system, he only purchased a partial system (coil and condenser) is not acceptable. Lastly, the request of Mr. ***** for us to replace with a 2 stage 16 seer FULL SYSTEM which is high efficiency and significantly more costly for the same price that he purchased a lower efficiency Coil and Condenser is unacceptable. A 3 ton, 2-stage 16 seer system replacement price with our company starts at $27,649. 

  We will replace with a 2 stage 16 seer, 3 ton system if Mr. ***** pays us for it which would be $23,501 after discounts. This would include Coil, Condenser and Furnace, 3 ton 2-stage 16 seer. 

  Customer Answer

  Date: 04/10/2025

  I am rejecting this response because: they stated that they offered to replace the furnace originally at no charge...they didn't offer that to us...we do not wish to do any further business with this company as they have not fulfilled what we agreed to verbally regardless of what they sent me electronically after the install was done... We further assert that it was financial fraud for charging our approved Wells Fargo credit inquiry as we were working to pay for said equipment without using at all or only using a portion of the loan amount.  We have already filed a fraud complaint with the lender and are not satisfied with the work performed or these business tactics.   We  will investigate legal actions for this if we cannot reach an agreement of which options we now offer of : remove all of their equipment and we will pay for the performed ductwork modifications, or replace components to bring the 410a system up to comparable to what was removed to start with(16 seer 2 stage 4 ton system) but will accept 3 ton comparable. 
  
  
  
  Sincerely,
  Reece *****

• Initial Complaint

  Date:11/20/2024

  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.

  In February I hired Fixit 24/7 to come in and service my system. A new motherboard and thermostats (Sensi) were installed a few months before. A tech came out and said there was a crack and oil was leaking. Very dangerous-new furnace was needed immediately. Nearly $9000 later I had a new furnace (only) not an energy efficient model. They were instructed to transfer the air cleaner. I have asthma and needed it. They never took it off and hauled it to the dump. It didn’t take long for me to discover that something wasn’t right. I had them back out and they said there was no air cleaner so they replaced the air cleaner with one they had in stock. Still I have been having issues. I was also having issues with the thermostats. I would set the one in the FROG at 75 degrees and it would cool to 85 degrees. If I set for 85 degrees and the downstairs thermostat to 74 degrees it would go to 65 degrees. I had them out again. Two techs came out and ran up and down the stairs, out to their truck and finally came down and assured me all was fixed. They told me the problem was I can’t set the fan to “on”. I have to leave it on auto. The fan is supposed to run so many minutes each hour for the air cleaner to function. Nothing is performing as it should. I feel I got a shakedown.

  

  Business Response

  Date: 11/20/2024

  Hi, 

  We have a senior technician going to Ms. C***** today to assess her thermostat, air filter and furnace.

  We installed a new furnace 2/2/24 and have went back out on the following dates for quality checks and repairs: 2/12, 2/15,5/30,10/17 and will be there today 11/20. I have attached the invoices with the technician summaries. However, I am limited to 5 documents on this site. I can present the others if needed. Invoice #26174 is for the Furnace installation. 

  At the point of the sale, we sold Ms. C***** a furnace for $8,152 at a 10 percent discount. This includes removal of the old furnace and installation of the new. The book price was $9,058. We also added in at no additional cost the following items: FILTERS
  -1 - 20x30
  1 - 12x12
  
  SUPPLY DUCT
  - Need
  1 - 16” Honeywell zone damper
  1 - 10” bypass
  10’ - 10” flex
  
  RETURN DUCT
  -1 - return plenum for furnace
  1 - 16” FTO
  1 - 8” FTO
  1 - 10” FTO
  
  SECONDARY PAN SIZE
  -32x70
  
  Additional Information . Re-support trunkline about 10’ down trunkline (the strap has fallen down) Re-insulate and seams that have come apart on top of trunkline. The additional add ons were $7000 in value that we provided at no additional charge. 

  Additionally, Mr. C***** is on a membership plan called Hero Membership that we provide at no charge since she is a survivor of a husband who has passed and is former military. To qualify for Hero Membership, residents must be active or retired military, police or fire and live in the home. We made an exception in her case. Normal paid membership is $24.95 per month. Members get two heating and air maintenances per year and one plumbing maintenance per year. 

  Our aim is to provide complete peace of mind and will continue to work with Ms. C***** to resolve her concerns related to her heating and air system. 

  
  

  Customer Answer

  Date: 11/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Installation should be correct.  It should not take so many trips to correct problems that existed after your visits.  The thermostats and old furnace had no problems with the zones nor did I have to prevent turning the fan into the "on" position.  Anyone would expect a system that works as it should.  You can say you "gave" me those things but that was included in the installation.  That is how this was sold to me and that is what I accepted.  It is a day late to be putting stipulations on what our contract covered.  This is costing me a great deal more than I bargained for-my health.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 11/20/2024

  James V****, our most Senior Technician with over 20 year experience went there today and tried to fix all of the customer's problems. James said that the customer was very difficult to communicate with and very defensive.

  At this point, we can offer the following as a resolution:

  Replace her current air cleaner and also install a new uv light inside the duct system which kills microbial growth inside the duct. This will help improve the indoor air quality.

  If our resolution is accepted, we will complete the work at no charge and this will be the last service we will provide for the customer.

  If rejected, we will part ways now.

  Customer Answer

  Date: 11/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:First and foremost, I have NEVER received copies of all of the invoices.  The air cleaner they installed is because they Nagle try threw mine away.  Your 20 year experienced tech said he doesn’t know anything about Sensi thermostats.  That

   should have been disclosed before he began “reprogramming” them.  Your tech told me they couldn’t do anything for me.  Refund my money and I will have another company come in that knows how to service a furnace they install.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/23/2024

  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.

  Job was not completed originally came to unclog kitchen sink I was told the garbage disposal had a leak it was replaced the the clog was still an issue and is still an issue now they want to come back and charge me another $270 to unclog the sink

  

  Business Response

  Date: 05/23/2024

  I spoke to Wayne and we will issue a full refund for the $520 he spent on the initial replacement of the garbage disposal. The refund will be applied to the card used at the time of the purchase.

  Michael C******

  General Manager

  Fix It 24/7