Complaints

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

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  Choate's Air Conditioning, Heating, Plumbing & Electrical

  236 S Mount Pleasant Rd Collierville, TN 38017-2752

  
• 

  Choate's Air Conditioning, Heating, Plumbing & Electrical

  2526 Sam Cooper Blvd Memphis, TN 38112-2703

  

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:06/24/2025

  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.

  We moved into a home in olive branch a few months ago and our air went out. We called Choates to come check the unit. After them telling us we need a new unit we purchased the unit from them via credit card a little over a month ago. This unit have given us problems ever since they put it in. We have literally had to call the 4 times since the new unit was placed. Each time they send someone out its the same thing it has frozen up and they turn it off and come back the next day. One guy did something last week that was supposed to fix the problem and here we are again today with the same issue. The guy before that said the filter needed changing. The filter was filthy so they put. Whole u it in and didnt change the filter first of all and oh coarse that wasnt the problem. This is a huge inconvenience as it 100 degree weather and we got a new unit and still having issues. They promised a manager would call us back tonight and they didnt. Im sick of management lying to us. They are not trying to fix this issue. They need to either put in a new unit or refund us so we can get someone else to do it! I thought this was a legit company but obviously they shady too. This is how they treat their customers. Its a shame I already know what the tech would say when he came tonight. I knew it was froze up again because its like all the other times it stopped cooling and the tempt started rising. I was this resolved asap! Im also getting ready to send this to the news station to see if they will air the story. I have a pregnant daughter with asthma in this house and we paid for a new quit quickly because of this along with we knew it was about to get really hot.

  

  Business Response

  Date: 06/25/2025

  ******** stands behind its work. Apparently, there is an issue with the existing line set (kinked - ******** did not install). ******** has returned to the customer's home several times to address the issue. As of today, ******** is actively on site attempting to resolve the problem. ******** believes that once the line set is resolved, everything should be working properly.

  Customer Answer

  Date: 06/25/2025

  I dont believe this to be all true due to its been several people at me house before and after this unit was installed. You guys mentioned something  about a kinked line the last time you was here and you guys fixed it because the manager and the guy that was here said it was no way to tell if they did it or not. My thing is there has been at least 6 or 7 or more of Choates guys here looking at and fixing on stuff and now all of a sudden its something that yall didnt cause. The guy that was here before today supposed to fixed it but here we are again with the same thing happening. Freezing up. Dont try to throw this back on us. Its the principle that if it was missed by the amount of guys you all have sent out and even when installing the new unit. You guys had good reputation thats why I chose yall but for you all to try to throw this issue back on us is diabolical. I will not stand for this! Just say your guys missed it or someone didnt do something right. 

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23514919
  
  I am rejecting this response because: I dont believe this to be all true due to its been several people at me house before and after this unit was installed. You guys mentioned something  about a kinked line the last time you was here and you guys fixed it because the manager and the guy that was here said it was no way to tell if they did it or not. My thing is there has been at least 6 or 7 or more of Choates guys here looking at and fixing on stuff and now all of a sudden its something that yall didnt cause. The guy that was here before today supposed to fixed it but here we are again with the same thing happening. Freezing up. Dont try to throw this back on us. Its the principle that if it was missed by the amount of guys you all have sent out and even when installing the new unit. You guys had good reputation thats why I chose yall but for you all to try to throw this issue back on us is diabolical. I will not stand for this! Just say your guys missed it or someone didnt do something right. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 07/02/2025

  Choates and the customer have resolved this issue. ********************** believes the customer is happy and understands what the issues were with her unit. If not, the customer should let ********************** know.

  Customer Answer

  Date: 07/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  6448 Sandbourne w

  Olive Branch, ** 38654

  
  

• Initial Complaint

  Date:05/09/2025

  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.

  Date of service: 05/08/2025. Service: Supposed to be a tune up for 69$Actual Service: Made up Service call they called it that ended up being 170$ that wasn't agreed to in the beginning when we called to set up a tune up.Situation: Company canceled on us once prior to service date; pushed the scheduled time from 830AM to 500PM. ******** finally sent a technician to our house around 700PM. The technician started his tune up that we were paying for and in the middle of it a service manager called. I could hear him through the phone talking to the tech demanding that the technician charge us for a service call. The reason was because the technician said that the system wasn't keeping up, so a problem was now identified. I had no say in this charged and it just happened. I didn't call this company to come out for a service call but for their advertised tune up. Had they told me about the upgraded charge/fee or what the price of something like that would have been I could have made a more informed decision. However, instead, I was caught off guard by a bogus charge that I felt obligated to pay. I call it bogus because it seems if any problem is identified no matter how minor you will be charged 170$ automatically with no discussion. I don't have a lot of money to begin with and that extra charge really hurt. I had the money to cover the tune up that we were being sold but didn't have it for this service call. As a disabled veteran who served my country, I felt like I was taken advantage of by this service manager and cheated. The situation felt like a bait and switch, where the company advertises one thing, the tune up, and no matter the situation come up with something to charge you for another, the service charge.

  

  Business Response

  Date: 05/10/2025

  ******** has reached out and has left voice mail and chats to address issues and concerns. No return calls have been received yet.

• Initial Complaint

  Date:12/27/2024

  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.

  I had a stopped up toilet drain line and their tech. spent 2 1/2 hours trying to solve problem could not fix yet charged me $994.34. I had RotoRooter come out three days later and their tech. spent less than hour here and fixed the problem and only charged me $678.34. What a ripoff!!!

  

  Business Response

  Date: 01/07/2025

  ******** has spoken to the customer and understands that the customer was frustrated because after ******** left, the plumbing system was still stopped up. ******** learned from the customer that the cause of the stoppage is roots in the system. ******** inquired as to why the customer did not give ******** an opportunity to "cure" the issue, i.e., the customer did not call ******** and inform it of the continued problem or alleged deficiency in its work. The customer explained that he tried to send a communication digitally, but "could not get it to go through." When ******** asked how it could resolve the issue now, the customer explained that there was nothing ******** could do, but that he was pleased with ******** response to him and that he is now satisfied. To ******** understanding, this matter is now resolved.

• Initial Complaint

  Date:12/23/2024

  Type:Product 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.

  A $500 **** Debit card was advertised in their Family Plan Member link, on local radio stations, TV stations and company Website with purchase of a whole house generator system from them. After contract signed, 1st text to them regarding the **** Card was Wednesday, November 27, 2024.Text response was "management now will follow up. They completed the instillation of the 18KW Whole house Generator on Thursday December 5th. No response regarding **** card so 2nd text sent Thursday, December 12, 2024 and text reply was." Hello, I sent information over to ***** *. someone will contact you. Thanks". No response so 3rd text sent on Thursday December 19, ******************************************************************************************************************** the "Passed Inspection" sticker. Received text response at 7:41 PM...."I will follow up with ***** *. Regarding this matter and have him reach out to you tomorrow. " Today is Monday December ******* and no contact made from anyone from Choates.I have given them more than enough time to address this matter and contact me by email, voice mail, or text which they have not done. Therefore, I am filing this complaint

  

  Business Response

  Date: 01/16/2025

  This matter just came to upper management's attention today. ******** honors all promotions it advertises as long as all conditions are met. ******** upper management will be reviewing this matter tomorrow morning to understand the facts and then contacting the customer tomorrow to try and bring resolution to the customer's complaint. If all conditions were met, ******** will be issuing an apology to the customer for the delay and issuing the promotional reward to the customer tomorrow. If the conditions were not met, ******** will explain to the customer, potentially again, why the conditions were not met. Either way, ******** will be bringing resolution to this matter tomorrow. ******** goal is always 100% customer satisfaction. ******** Core Values include honesty and integrity. ******** is always fair with its customers and ******** is always attempting to do the right thing. ******** is frustrated that its customer is not currently satisfied, and it will work hard tomorrow to understand why. 

  Customer Answer

  Date: 01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  *******************

  ********, TN 38017

  
  

• Initial Complaint

  Date:09/02/2024

  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.

  Choates technician came to my house on July ******* to repair a A/C drain leak. he replaced a part in pvc drain pipe. But, he left other end of pipe he was working on loose, causing a much worse leak! He had to loosen pipe to fix original problem and did not tighten clamp holding pipe in place. Therefore, it leaked onto ceiling below it. Ceiling caved in from all the water. Choates said a supervisor would call me about it within 24 hours. They will not return my calls. They have not sent anyone to inspect the damage and let me show them what caused it. It has been 2 weeks since I originally called them about the problem. They are ignoring me and my damaged house caused by their inept technician! They are not standing behind their work and damage caused by their employee! I want them to repair the damage they caused!

  

  Business Response

  Date: 09/17/2024

  ******** has attempted to contact the customer in an attempt to address this matter (I personally called and left another VM today). ******** will continue to try and connect with the customer so that this issue can get resolved. ******** ultimate goal is customer satisfaction. Hopefully, ******** and the customer can connect and resolve this matter to everyone's satisfaction,

• Initial Complaint

  Date:08/28/2024

  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.

  Choates installed a HVAC unit at my house on July 5, 2024. The installers came 3 hours late. They left a muddy mess on the sidewalk and screws on the driveway and the road. They turned off the gas and forgot to turn it back on. The unit failed the electrical inspection because they put in the wrong size breaker. The unit runs all the time and doesnt cool the house below 80 degrees. Choates told me the ductwork is the cause of the problem and wanted $5,000 more to replace the ductwork. I asked another ************ to give an estimate on replacing the ductwork. They said the ductwork works. They did a load calculation on the house and said that the problem is that Choates installed a 2 ton unit and that the house needs a 2 1/2 ton unit. Choates came and worked on the ductwork but the unit still runs all the time and doesnt cool the house below 80 degrees. Three times Choates has said they were sending someone to inspect the unit and no one has come and no one called to cancel the appointment.

  

  Business Response

  Date: 08/30/2024

  ******** number one priority is customer satisfaction. ******** is working with the customer to try and resolve her issues. The customer's system was sized properly for the home (687 square feet). After installation of the system, ************ was discovered. The customer did not pay ******** for any ductwork repair. ******** agreed to send its team back to do some courtesy repair work for the customer. ******** will reach back out to the customer and continue to try and resolve her issues.

• Initial Complaint

  Date:08/08/2024

  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.

  Repairman came and stated it was our thermostat that was bad. We replaced it the same day and still have the same problem. He did not properly diagnose the problem and now the company wants me to pay an extra ****** to "unclog" my system; however, I am a Fam Plan Member and this ***** fee is supposed to be put towards the total bill if I want them to fix it, which I do. I offered to pay the extra ****** since I had already paid the ***** fee the day prior and my system is still doing the same exact thing. The lady on the phone told me I had to wait so she could report it to the manager and see what they could work out. In the meantime, I am without air again. This is NOT the first time I have had an issue with this company. In the past I have had to call and complain numerous times before someone finally came out and replaced my filter and cleaned my unit, as well as the upstairs units; that in the numerous years I have had their service they have only cleaned the filters once. Now they want to say my duct work needs cleaning because there are a few fuzz ***** around, making it sound like it is so full of dust the unit can't operate properly. I feel they try and find whatever they can to place the "blame" on the customers behalf so they can make that paycheck. My opinion also is these techs are young, inexperienced and we, the consumer are expected to pay for their lack of knowledge. Basically I want my system fixed the first time and not have to keep paying more and more money for their mistakes. At this point and all I have been through they owe my at least 6 months free service, or if they want to call it even fix my unit, keep their ***** I already paid and let's move on at this point. Keep in mind this is short and sweet as I could go on about many more issues..........

  

  Business Response

  Date: 08/23/2024

   We have communicated with this customer. Customers issues and concerns have been resolved.

  Customer Answer

  Date: 09/03/2024

  More Information...I am rejecting this response because: A gentleman called me, he was supposed to call me back with some sort of resolution, but as of 9/3/24 no one has called me back. Again,they got my money all those months, I had to clean my own units upstairs. It took me 6 months to get someone out to finally clean the outside unit for the summer. I had to replace the filter downstairs myself once because the service tech did not.....I mean at this point, it seems they talk a good talk but do not follow through with anything as this is just like last time I waited 6 months for someone to come out as I was promised to clean the upstairs units,change the downstairs filter, etc.  and I had to to keep calling and calling cause nobody showed up. I feel like they just want to get this complaint to go away, as the gentleman on the phone stated twice he would notify you that he had reached out to me. Well yeah, he did but nothing is solved. He stated maybe a complimentary service where they come out and clean everything, again no phone call back as of yet. Hey, I tell you what just refund me 6 month's worth of the monthly payment plan and we'll call it even at this point in time cause nobody is going to call me back and do anything, as I waited a week for someone to call me back with a resolution. They just wanted to get this complaint off the books . . . .

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22113607
  
  More Information...I am rejecting this response because: A gentleman called me, he was supposed to call me back with some sort of resolution, but as of 9/3/24 no one has called me back. Again, they got my money all those months, I had to clean my own units upstairs. It took me 6 months to get someone out to finally clean the outside unit for the summer. I had to replace the filter downstairs myself once because the service tech did not.....I mean at this point, it seems they talk a good talk but do not follow through with anything as this is just like last time I waited 6 months for someone to come out as I was promised to clean the upstairs units, change the downstairs filter, etc.  and I had to to keep calling and calling cause nobody showed up. I feel like they just want to get this complaint to go away, as the gentleman on the phone stated twice he would notify you that he had reached out to me. Well yeah, he did but nothing is solved. He stated maybe a complimentary service where they come out and clean everything, again no phone call back as of yet. Hey, I tell you what just refund me 6 month's worth of the monthly payment plan and we'll call it even at this point in time cause nobody is going to call me back and do anything, as I waited a week for someone to call me back with a resolution. They just wanted to get this complaint off the books . . . .
  
  Sincerely,
  
  ***************************** ******

  

  Business Response

  Date: 09/05/2024

  The customer is partly correct. ********************** has not taken any action as stated it would by its representative who spoke with her. Choates made one attempt to contact the customer after the call with the representative, but when the scheduler did not get an answer, no further follow up was performed. Choates will be reaching out to the customer tomorrow.

• Initial Complaint

  Date:06/19/2024

  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.

  Choates replaced our heating and AC unit. In the process, one of their employees cut the water line going to our ice making unit on our refrigerator. The reason I know it was a Choates employee is they are the only ones in the attic. After the installation, we noticed the ice maker quit working. We thought it was because the refrigerator was old. We finally decided to fix the ice maker and learned that the line had been cut and the water supply valve had been turned off. I have talked to no less than 4 people with Choates asking that they reimburse us for the $217.00 it cost us to have a repair man to find the problem and repair the ice maker.

  

  Business Response

  Date: 08/06/2024

  Choates management was unaware of this complaint. Choates management (***********************) will contact the customer today and will work with the customer to reach a satisfactory resolution. 

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 21874477
  
  I am rejecting this response because: 8/6/24 has come and gone and I have not heard from Choates.
  
  Sincerely,
  
  *******/ ***********************

  

  Business Response

  Date: 08/30/2024

  This matter has been resolved with the customer.

• Initial Complaint

  Date:06/12/2024

  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.

  On 5/22/24 ******* came out to do the work listed below Economical - IAQ Air Duct Quality Packages Includes Air Duct Cleaning Dryer Vent Cleaning Antimicrobial Deodorizer Mastic Sealant Blower Wheel Cleaning UV Low Light But were unable to clean the ducts because there was damage to them, I don't think I should have been charged for all of the work at a cost of $1048.13 when not all of the work was done. I have tried several times to talk to them but no one will return *** calls. I feel that I should be refunding 30% of the total charge.

  

  Business Response

  Date: 08/06/2024

  This matter was resolved and Choates believes the customer is satisfied. If not, the customer should contact ********************** and ask for ***********************.

  Customer Answer

  Date: 08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  *************************

  *******, TN 38104

  
  

• Initial Complaint

  Date:06/05/2024

  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.

  I purchased a new A/C and Heat Pump system for the original ranch part of my house and two new heat pumps for my addition. One visit to install. It was awesome! A few weeks later, the alarm to the new a/c heat pump went off. Result a faulty plug. A few weeks later the alarm went off again. Same result and I was told the system was not level. Also a plug problem. A few weeks later, I was packing to go on a trip and noticed my hanging clothes wet. Looked up. The system had leaked again. This time no alarm. Right thru my attic insulation and ceiling. Technician came out. Same plug. I keep being told that management is in discussions and will get back to me. A repair contractor came out. No one has called me from Choates to discuss the problem or resolution, the terms of the repair, permission for the contractor to repair, or warranty on the system. When I call, the operator will not let me talk to management. If I have an issue, I have to leave a phone number on an answering service. I may be growing black mold in my attic by now. I should be having direct phone discussions with management as to remediation, not texting complaints to the sales person that sold me the system. But he is my only direct contact.

  

  Business Response

  Date: 08/06/2024

  Choates has reviewed this complaint and thought that it was resolved. Choates spoke to the customer on a couple of different occasions (management) and had a plan of attack. The ball was in the customers court to take an action and call ********************** back, but the customer never called **********************. ********************** (management) attempted to contact the customer several subsequent times with no success. Choates stands ready and willing to proceed with the plan, but is waiting on the customer.