Complaints

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

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  Custom Heating & Air Conditioning LLC

  119 E Main Blvd Church Hill, TN 37642-3729

  
• 

  Custom Heating & Air Conditioning LLC

  PO Box 1218 Church Hill, TN 37642-1218

  

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:06/20/2024

  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.

  Company has been taking advantage of the elderly by charging for parts that should be covered by warranty. Company doesn’t have enough licensed HVAC techs. Technicians are wiring units up wrong causing the unit to have more problems. On 6/15 I noticed my mothers unit was froze up. I called for a service call. My mother said the tech was unsure what happened and called for another tech to help him out. They finally got it to work but on Sunday I noticed the unit was not cutting off correctly. So I called another HVAC company to check it out. The relay was completely wired wrong. It was straight wired in so it wouldn’t cut off. It was replaced and rewired by new company tech and runs correctly. The outdoor fan on the unit has ran constantly for seven years and never cut off unless it was tore up. Custom tech always told us it was supposed to do that. The new HVAC company has that working correctly now too. I would like my mothers account balance cleared and the current bill she paid the other company reimbursed

  

  Business Response

  Date: 07/17/2024

  Our weekend visit to Ms. ****** was for her indoor unit not
  running and was freezing up. What we found was the fan relay was bad we did not
  have one to replace it. We straight wired the indoor blower motor to get her
  air conditioning going during the weekend extreme temperatures, which is like
  turning the fan switch to the on position. Once the unit was cooling we did fail
  to communicate what we had done and that a return visit was needed. When we received
  a call from Ms. ******** daughter on Tuesday because the fan was not shutting
  off. At this point we were sending a technician to correct this when the
  daughter called back to cancel the service call and said that she had another
  company coming out. We will not be charging her for the weekend service call.
  The call to the other company was a decision made by them and we will not cover
  the cost for that service call.

  
  The invoice provided by Ms. ****** clearly shows that there
  is no charge for the warranty compressor, only for the labor and freon which is
  not covered by the warranty and we discounted this service call in August of
  last year. This balance will still be due.   

  
  Accusations of taking advantage of our elderly customers is
  false and this is clearly evident on the invoice provided by Ms. ******** daughter. There was no charge for the warranty compressor. The statement that
  the unit hasn’t shut off in 7 years is absurd, this is impossible because of
  safety switches installed on the unit.  

• Initial Complaint

  Date:05/10/2024

  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.

  Hi! We live in a two story home and have had problems since we moved in to keep the upstairs cool. Last year (July 2023) we called Custom Heating & Air to come see what the problem was. The technician came out and put his hand to the vent and saw that it was cold air and said it was fine. He left. We called back explaining that our unit runs all day but it never cools down. Someone else came. Looked at the actual unit and put some refrigerant in. Said it didn’t really need it but it may work. Still didn’t help. Now in May of 2024 we get a $300 bill from them. The issue still isn’t resolved as it’s getting hot again and we are looking for another company to come help us. I do not care to pay them for their time, but $300 almost a year later with an unresolved issue is not ethical, I thank you for your time!

  

  Business Response

  Date: 05/20/2024

  Mr. ******** was billed last year (bill was due at time of service). He has since been billed 3 more times this year and responded when the last invoice stated that he would be turned over to collections. 

  If Mr. ******** has had any issues since our last visit, July 12, 2023, we have not heard from him to address it. 

  On our July 12th visit we were there for almost 2 hours and added 2lbs of refrigerant to his system. Mr. ******** was only billed for the 2lbs and 1 hour of labor. 

   

  Customer Answer

  Date: 05/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The other company we have coming out has said if it is new unit as we are in a new build, it should not have needed Freon in the first place and if it did then there’s a leak somewhere. The technician literally said it didnt look like we needed it, but he would try it.

  Seeing the other complaints, the calls aren’t well answered. We did call. And we did not receive a bill until almost a year later and within a couple of weeks threaten to send to collections. We usually aren’t difficult people to work with, but why do we owe $300 when our problem isn’t fixed? And we got a service we didn’t even “need.” 
  I will pay you something for your time and let’s move on. 

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

  

  Business Response

  Date: 05/30/2024

  We would not have came to your home if we had not received a call from you stating that there was a "need" for the call. 

  While your unit is newer, it is a 2021 model. Any HVAC technician and/or company knows that even a straight out of the package unit can need freon. Does not mean that there is a leak just that it might not have been charged properly from the factory.

  I have checked every call log (we paper log all calls that need a return call) and have not found where a call from you was made. And service calls regarding an issue with your unit and the issue not being resolved was not received last year either. All service calls are put into the computer and the program that we use does not allow for a call to deleted. 

  Our company policy is that all service calls are addressed either day of call requesting the service or the next day. We would have responded and addressed your situation as quickly as possible. All calls are covered under a 30 day warranty as well.

  Payment for service calls are due at time of service. Your balance is for 2lbs of freon and your service call. $200 for freon and the remaining $118.27 is for labor and 2 months late fees. 

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair 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.

  I called Custom to fix an HVAC issue at my deceased father's home  at the request of the new home buyers. There was some discoloration indicating a small leak or condensation issue. Please see the "before" photo, taken by the home inspector on June 16th. The buyers requested this issue be fixed. Custom came on 6/28 and said they fixed the upstairs unit. They said the upstairs HVAC issue was fixed and asked what temperature I wanted the thermostat set to, charged me $100 and left. A couple hours later the upstairs HVAC was pouring water thru the ceiling and bulging through and dangerous (see "after" pic attached) I called Custom immediately- 6/28 at 4:04pm. They said to shut it off and scheduled someone to come check it on 6/30. On the morning of 6/30 the Custom tech said a drain was knocked loose, and they fixed it. I asked how the damage to the ceiling would be repaired. They claimed their guy never went up there on 6/28 so he couldn't have knocked this drain loose. I explained that it wasn't until after their tech left on 6/28 that the ceiling was pouring water. He said he'd have someone from the office call me. I didn't receive a call so I called Custom at 1:52pm on 6/30. The person I spoke with said that someone named ***** was supposed to return my call. She said he's at lunch but he knows he is supposed to call me. No call by 7/5 so I called them back at 9:03am. The answerer said she'd send them my message and have them call. They didn't call. I called back on 7/6 and was connected with *****. He said that it could have been the home inspector that caused the issue, but I explained again that it was not pouring water until after Custom left. We discussed this issue for 13 minutes and said he'd have the owner call me. Today is 7/10 and I have not received a call. We have to push back our closing date until these damages are fixed. Custom is responsible for these damages and needs to do the right thing.

  

  Business Response

  Date: 08/15/2023

  Company states that issue has been resolved. 

  Customer Answer

  Date: 08/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair 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.

  7/28/2022
  The HVAC unit this company installed less than 4 years ago stopped cooling.
  I called and arranged a service call. The tech came out and analyzed the unit and said it was low on freon. I questioned why a newer unit would fail this soon. He noted the freon port cap was missing and that there could be a slow leak through that port. I had the unit serviced two years back by this same company with no issues reported. Tech added 2 lbs. of freon and gave me a bill for $300. After the tech left, I checked and the freon cap was still missing. I called the company and they said they would send someone out to add the cap..... still has not been replaced. Next day I called to speak with the owner but was told he was not there but would leave a note. There was no return call, so I called in again and same process ...no return call. I then sent a letter about a week later....no response to date. I did inform the owner in that letter that I was disputing the charges and needed a resolution to the issue.
  

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 8, 2022/09/07) */
  This issue has been resolved. Customer refunded and item repaired.
  
  
  Consumer Response /* (2000, 10, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  works completed