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:06/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased the service plan for $209 on June 30, 2023 for a rental property. I had a appt for July 6th, they called and left a voicemail they day of (shortly before their arrival time) that they needed to reschedule. It took me several hours of calling to finally speak with someone, and they pushed the reschedule all the way to August 17th, citing other customers who were more urgent than a seasonal maintenance. August 17th rolls around, and they again called and cancelled the appt, and did not care the tenants had taken off work to be present. I requested to cancel the contract and get a refund since no services had been rendered. They stated a no refund policy, but upon my insistence, they checked with the owner. The owner Gene agreed, so they let me know I would be getting the check in the mail. After 2 months of not receiving the check and calling multiple times, I was connected with Gene himself. At this time I did still have the service on my personal home, as they had done well here and I was hoping the service I received at the rental was isolated (different cities.) Gene said instead of the refund why don't we just credit your personal home the $209 for the upcoming renewal, to which I (stupidly) agreed. I then called to schedule my personal service maintenance and the $209 had not been credited. The rep said I would need to pay to get a service, even after I explained the situation. At this point I said just give me the $209 refund check as originally planned since my personal home had expired and they did not credit. This was October of 2023. I have repeatedly called every 2-3 weeks asking the status of my check, and have spoken to the owner Gene on multiple occasions, and continue to just get the run around that he thought the office had mailed it. Yet when I speak to the office, they claim Gene is the only one who can cut the check. This has now been almost a year of continuous follow-up for the refund I am owed and told I would receive.

  Business Response

  Date: 06/11/2024

   A check was sent out on 4/27/24. That check has not been deposited from the customer. We will put a stop payment on the previous check and sned the new chek certified. If customer does not receive the check in 14 dys please let us know, thank you!

  Customer Answer

  Date: 06/28/2024

  It has now been over 14 days and still no check has been received. This has been multiple times over multiple months duration that they tell me the check has been mailed and nothing has ever been received. 

  Customer Answer

  Date: 07/02/2024

   
  
  Complaint: 21801980
  
  
  
  I am rejecting this response because: It has now been over 14 days and still no check has been received. This has been multiple times over multiple months duration that they tell me the check has been mailed and nothing has ever been received. 
  
  
  
  Sincerely,
  
  
  
  Stephanie Brown

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased an American Standard unit from Hospitality Heating and Air back in July 2016. I have the 10 year warranty with it. I have had nothing but problems with this unit since purchase and have had to get technicians out to fix said problems about 3-4 times a year. I have contacted the company via their “contact us” email on the website about a month ago requesting copies of all intervention dates and what was done. Still no response. I’ve contacted the West Columbia office 3-4 times the last 5 days and have been told (they’re working on it). All I want is a copy of all the maintenance interventions performed (date and what was done) since owning the unit. Is that so much to ask? As a customer, I think it’s reasonable to request a copy of what was worked on. After my warranty expires, I’d like to know what parts have been replaced and when. As a maintenance technician myself, it’s good practice to know the work history of a machine before just throwing parts at it. It would be nice if the unit would actually last a year without any issues. Please repair correctly and send copy of requested info.

• Initial Complaint

  Date:09/07/2023

  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.

  The entire transaction has been terrible. First red flag was the fact that they tried to charge me $1200 more for the unit than what I agreed to pay. I called, emailed, and pleaded with company to fix their mistake to no avail. I ended up having to get the price changed through disputing the charge through the credit card company. Second red flag, brand new unit was installed in April and by June it was already broken. Said I had a bad coil and it took about a month to fix. Had to put Freon in unit twice before coil came in. Red flag #3 Broke again in August. This time it was another part that had to be ordered to fix it. As of right now it has been three weeks and I have heard nothing but silence from them. I call almost daily and continue to get the run around. They came out and delivered a temporary unit that only cools 1/3 of my downstairs and none of my bedrooms. It has been 90+ degrees for at least 13 out of the 21 days my air has been broken. There is no since of urgency to fix it, they have my money and know I would have to shell out thousands of dollars to have another company come to fix their junk unit. The office staff will tell you they will check on parts and never do it. Everyone has tracking numbers these days, yet they don’t seem to have any information when you call. I would not recommend them to anyone!

  Business Response

  Date: 09/07/2023

   

  Just going to identify the issues the customer mentioned. 1) The $1200 through ***** ***** was an entry error on our behalf. We had 2 jobs on the same day with the same last names. We did everything on our part to correct this. ***** ***** finally corrected the issue. We could not refund anyhting through ***** *****. We have rules we have to follow, we had to go through ***** ***** procedures not wha the customer wanted. Disputing the charge is the correct way, so that is handled. 2) The brand new coil had a defective solder joint, we came out and topped the unit off to try and keep it going until it came in. 3) When the part came in, we would contact the customer. We did deliver 2 portable AC units and installed them. The portables were placed where the customer wanted them. We do not manufacture parts, we install what we are able to obtain. The units made it a little more tolerable, we did the best we could do. The parts where on a national back order, we can not control that. The unit is not a junk unit and no one else in the United States could have done anymore. There are not tracking numbers. The parts are sent to the disributors in bulk. They are then handed out in the order the part request came in. So, you we have to wait until we are contacted. That is how it works. We have no control over manufactoring, availability or the shipping. If we did we would not be having this situation now. The customer's husband came by our office today 9/7/23. We have the customer scheduled for 9/8/23. We also have the manufacture calling the homeowner to explain the time line and back order. We understand that to be taking place in  the next week. All issues are addressedand I will be calling the customer to go over this. All issues have been addressed, with a repair date of tomorrow. There were 318 customers in front of the customer waiting on the same part. I understand it is hot, we have done all we could do. 

• Initial Complaint

  Date:01/19/2023

  Type:Customer Service 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.

  The company was paid for work that was not performed. Requested a refund of the $790 for unperformed work.

  Business Response

  Date: 01/19/2023

  I have spoken with Gene L****, owner of our company, and he has left the customers messages about his refund. Yes, we have processed his refund as he paid with a credit card. 

  Customer Answer

  Date: 01/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The owner is lying.  He has not left multiple messages and as of this morning, ******** has no record of a refund being issued against my credit card.
  
  
  
  Sincerely,
  
  
  
  ** *******

  Business Response

  Date: 01/23/2023

  Attached is the refund receipt issued on the 19th of January 2023 at 4:16pm. Please keep on eye on your bank account to show the reflection of the refund amount of $790.00.