Complaints

This profile includes complaints for Morelli Heating & Air Conditioning, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Morelli Heating & Air Conditioning, Inc. has 2 locations, listed below.

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  Morelli Heating & Air Conditioning, Inc.

  2470 Faber Rd North Charleston, SC 29405-7247

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  Morelli Heating & Air Conditioning, Inc.

  PO Box 70308 North Charleston, SC 29415-0308

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:04/04/2023

  Type:Billing 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.

  April 4, 2023
  New hvac unit was installed by Morelli on 4/8/2020. I paid $6,591. for this.
  The unit stopped working in August, 2022. It had been under a 1 year warranty for parts and labor, and 10 years for parts. My repair bill for fixing this by Morelli was $614.81.
  It stopped working again in February of this year, during a winter heat wave.
  I assumed it might cost a few hundred dollars again. The first technician checked the system but needed a part. I had my checkbook out and he said they wouldn’t charge for this.
  After a little over a week and multiple visits by several different technicians, it started working. But stopped later that night. They returned and eventually got it running. I was never informed further about any cost when I was shocked to receive a bill in the regular US mail from them for $2,568.77. After I emailed them, they called (Jodi from Morelli, and said Mr Morelli reviewed my email. She offered a discount, and sent me a bill for $1,725.07. which was not clear as to how it related to the original bill. I emailed them back a week ago about clarifying the new bill with the original one, and about what warranty was included with the recent very expensive work, but never heard back. I sent you a cc of the emails.
  I was never told an estimate for the recent repairs under the warranty
  Except that I wouldn’t be charged this time. I’ve never heard of billing a customer such a huge bill of over $2,000. without first getting approval for the estimate. And no idea if the repair work is guaranteed without future labor or parts charges.
  As it has been less than 3 years from purchasing the entire new hvac unit, and over 3,000. dollars in repair fees, (almost half the cost of the new unit), with poor communication, I don’t have much confidence in this company and how the next 7 years of the warranty might unfold.
  Thank you

  Business Response

  Date: 04/06/2023

  We have communicated with customer on *******'s warranty policy and our policy. The new equipment installed has a 10 year parts only warranty with a 1 year warranty on labor. The warrantied parts were billed at no charge. However, the material used, refrigerant, torches, nitrogen and misc material is not covered by the manufacturer. She was billed originally with the repair that included parts & labor. I reviewed when I recieved her first complaint and issued credits based on her concerns. Jodi then explained to her on why I issued these credits. I recieved her 2nd email details her complete dissatisfaction on the ******* equipment and with us. I tried calling her on Tuesday April 4, 2023 and was not able to leave a message. I then replied tp her email asking her to call me directly so I could explain how the repair charges are done in our billing system. At this time I ahve not recieved a call back from Ms *********. Attached is my email on the 4th. 

   

  Customer Answer

  Date: 04/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not mean to imply a complete dissatisfaction with your company and the equipment. A lot of frustration though. However, I’ve been quite satisfied with your company’s work over many years until the new hvac has broken down twice in less than 3 years. I had my last hvac 20 years without any significant problem. Anyway, I appreciate your recent email and did try to call you this morning. I was going to perhaps try to have us resolve this by email, I’m not too good on the phone, but am happy to try to resolve this by phone if you prefer.

  
  
  Sincerely,
  
  
  
  ******* *********