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Business Profile

Heating and Air Conditioning

Choate's Air Conditioning, Heating, Plumbing & Electrical

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

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Choate's Air Conditioning, Heating, Plumbing & Electrical has 2 locations, listed below.

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    Customer Complaints Summary

    • 18 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/28/2024

      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.
      In October 2023, a subcontractor for ******** installed blown-in cellulose insulation in our attic. Right away, it was clear that it wasn't correctly installed, communication was poor, and we had been working since 10/31/23 to get it fixed. I have now spoken with four techs, two to three supervisors (*************************** and ***), and the director of operations (*********************) and have yet to have them begin to repair the situation with an initial inspection. I have been told each time that someone will follow up right away, the next day, that week. However, I have yet to have a single person call me back to schedule a time for a specialist to inspect the issue.It is beyond ridiculous that I now have to take further action after attempting to settle the issue quietly and privately for seven months. I do not have time to hound them to fix the problem they created. Improperly installed insulation can lead to many more significant issues requiring contractors to repair. At this point, we may already need further repairs beyond the insulation itself.The insulation was not installed correctly or uniformly and has blocked the soffit vents, possibly our AC drain. Several techs verbally agreed that the insulation was poorly done and not up to their standard. However, once they speak with a manager, they attempt to backtrack and do damage control.This has to be the worst customer service I have ever experienced. At this point, I want them to REMOVE the insulation, REPAIR any damages caused, and REFUND ME so that I can hire a more competent insulation company.

      Business Response

      Date: 08/06/2024

      This matter was resolved and the customer should be happy. If not, the customer should contact ********************** and ask for ***********************. It is Choates belief that this is concluded.
    • Initial Complaint

      Date:08/18/2023

      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.
      I was happy with them installing our HVAC system and everything. So I signed up their FAM plan for the system maintenance in July 2022. And after the end of contract, I noticed they were still charging my credit card. That was normal for this kind of contract, so I just called them. I thought a simple phone call could solve the issue and maybe I could get refund with the most recent payment which was only two days ago. BUT I was completely wrong. They were saying they have a cancellation fee to end the plan. And how does that fee calculated? The customer representative told me, Since (1) I didn't use any service during those two months (2) I already paid two months of the fee, I ONLY NEED to pay fees of four extra months, which was $99.96. I was totally shocked. I was told nothing at all when I signed that in 2022. Neither did I think there would be a penalty fee for early cancellation for this kind of service plan especially I never used that during the period.

      Business Response

      Date: 09/01/2023

      ******** appreciates the customer and his business, Clearly, there was a miscommunication that needs to be resolved. ******** will reach out to the customer to resolve this issue.
    • Initial Complaint

      Date:07/08/2023

      Type:Sales and Advertising 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 April, 2023 we had Choates Air Conditioning Heating and Plumbing come out to our house to look at our air conditioner. We thought we were being charged $500 for the service but when we received our credit card bill, there was a charge of $800. I called them several times but they would not return my call. They said we signed the invoice for $800 but I did not. I signed an invoice for $500. I signed on an Ipad in which they could have put my signature on anything. I did not sign a piece of paper. I want the overcharge of $300 refunded to me.

      Business Response

      Date: 08/22/2023

      First, Choates appreciates the customers business. Choates was unaware of the issue until now, but will review the customers account and reach out to the customer for an explanation or resolution. Mistakes can happen, but Choates will insure that the correct action is taken. 

    • Initial Complaint

      Date:06/30/2023

      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.
      Since getting my a coil and furnace from this company i have had a leak the leak is in the a coil and i have oil dripping from the freon line on to my furnace. Because they wont fix this and its under warranty, it was noticed to be leaking on thetl top of the furnace and going down to the mother relay board. I would like for the owner to contact me because every year I have to get freon because the technician wont fix it under warranty.

      Customer Answer

      Date: 07/01/2023

      Now i am being charged $60 just to come out and $99 to diagnose and it's under 10 year warranty. This company do not stand by there word at all. 

      Customer Answer

      Date: 07/01/2023

      Now i am being charged $60 just to come out and $99 to diagnose and it's under 10 year warranty. This company do not stand by there word at all. 

      Customer Answer

      Date: 07/01/2023

      Now i am being charged $60 just to come out and $99 to diagnose and it's under 10 year warranty. This company do not stand by there word at all. 

      Business Response

      Date: 07/17/2023

      ******** is reviewing the matter and will contact the customer.
    • Initial Complaint

      Date:01/27/2023

      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.
      Choates techs connected two faucets on an upstairs double vanity on November 30, 2022. They caused water to leak through the bathroom floor for a period of 2-3 minutes before noticing and securing water flow. This caused water to flow to the downstairs ceiling, cracking and staining the downstairs ceiling a dark color. Choates has been completely unresponsive in remediating damage they caused to my home. It took until January 5, 2023 for Choates to send a painter to assess the damage. The painter used spray paint to touch up the ceiling stains, and hasnt made any effort to complete the repair job. I have made multiple calls to Choates to seek resolution, and have received no call back. Social media reviews to follow complete with video of the leak caused by Choates as well as pictures of ceiling cracking and discoloration. I see to have the ceiling in affected room completely painted to restore. Room is approximately 15 x 18

      Business Response

      Date: 03/10/2023

      Choates was under the impression that this matter was resolved. Choates will investigate this matter and reach out to the customer and work toward a resolution. 
    • Initial Complaint

      Date:01/19/2023

      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 was sold (what turned out to be) a defective HV** system from Choates HV**, April 2022, and, as the problems became quickly obvious, yet not being corrected, I have since been violated and ignored, instead, because I am elderly and female. I paid $9,000 in full as soon as they said installation was complete in April 22. It is now January 2023, and after many adjustments, calls, letter to Choates, patiently waiting over 5 months for an ordered part that Choates said this new, 10-year warrantied system needed, this HV** system still did not start performing correctly. Choates said the 5-month wait was so long because of supply-chain problems. At this current date, I still cannot receive air flow or heat flow in 8 out of 9 of my downstairs vents, meaning the house temperature never gets close to correct. Along with this, other problems always persisted:*The Freon supply line was cracked and repaired twice by Choates and, because of my huge concern about this, I was assured that the repaired line was secure but that a note would also be placed in my file that Choates would cover it at no cost to me, if it happened again. Note was never put in my file.*Rock from my backyard that Choates workers used to stabilize ** unit at installation WAS removed once I noticed it, and proper pad was put down as contracted, but as the pad is seated crooked, the ** seems to have started to slide to one side, creating a possibility of Freon supply line damage again.*Wood was contracted to be placed for attic flooring where the workers would have to walk for repairs or maintenance, yet a pink *************** was placed instead and is already breaking.*As late as Nov. 2022, Choates workers discovered1 torn duct that had to be taped so **/Heat were not going to vents 1 duct not connected to main system, just laying there 1 duct connected to main system, but not connected to any vent

      Business Response

      Date: 01/20/2023

      The customer's complaint is unfounded. ************** performed two ****************** for the customer (one in 2019 and one in 2022). ************** has been to the customer's home ************************************** an attempt to try and evaluate the repeated complaints lodged by customer regarding her system(s). Over those 38 free visits, ************** has made minor tweaks to the systems and provided the customer with various free upgrades. ************** has repeatedly notified the customer that her problems stem from the existing duct work in the home and the design of an addition to the home. The customer is unsatisfied with ************** assessment and continues to demand that ************** do something. In an attempt to buy its peace, ************** offered to replace one of the furnaces in the home at no cost to the customer, which ************** informed the customer that it would do after the new year. ************** has also offered to quote the cost of replacing the ductwork, but customer denied the estimate. ************** does not know what else the customer wants from it. ************** has bent over backwards trying to appease this customer. Despite the 38 free visits, customer always finds something else for ************** to fix after it leaves the home. ************** intends to change out the furnace for the customer, but that will be the last visit it makes to customer's home.   

      Customer Answer

      Date: 02/09/2023

       
      Complaint: 18839426

      I am rejecting this response because:
      SEE ATTACHMENT
      Sincerely,

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

      Business Response

      Date: 03/10/2023

      The customer has filed this complaint multiple times. Choates has repeatedly met with the customer at her home and worked to resolve the issue. The customers issue involves the original duct work installation that was not performed by Choates. Choates continues to work with the customer, but the customer has yet to be satisfied. ********************** will reach out to the customer again.

      Customer Answer

      Date: 03/16/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  The resolution that was told to me was that ************** would replace the heater and that someone would contact me. I gave 6 dates that could work for me, if those dates worked for them.  So far I have not heard from ************** for a date to come out.
           The ductwork was not a problem with my original heater and if ductwork is a problem now, it is because ************** put the heater in a totally different location in the attic and made no ductwork adjustments that would then be needed for that new placement.
      Sincerely,

      *********************
      ***************************
      *******, ** 38111

    • Initial Complaint

      Date:01/04/2023

      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.
      On April 13, 2017 I entered into a ***** contract with Choates for the installation of a new HVAC system. After financing, I paid a total of ****** for the new HVAC. When the new HVAC was installed , I was given a check list that stated that the Ductwork was not replaced and That manual dampers were installed. On Dec 29th, a service call was placed and the Choates technician informed me that the dampers were not working anymore and that it would cost me ***** to ************ this technician left, the unit would not come on after being turned off. On Jan 3, 2023, I called Choates again in an effort to get them to show me how to make my system come. The second technician that came by told me that my dampers were electronics not manual as stated in the original paperwork and that the dampers were from the original hvac system installed in the house in ****. He also discovered the that two thermostats worked on the same air flow and that the one down stairs did not shut off the damper upstairs as told to me when the new system was installed in 2017. Lastly, he also discovered wires were attached to incorrect areas. He offered me a new filter, the family maintenance plan which I accepted and changed the estimate to ******* instead of the ***** originally quoted.I am filing this complaint in an attempt to hold Choates accountable for the payment to fix my hvac in the amount of ******* due to misleading me to believe that a new system was installed with new dampers which was not true.I am a single female homeowner and I trusted choates in Good Faith to install just what I was promised. I am not a contractor and totally not familiar with components of a HVAC system and Im asking to court to help rectify this costly repair and prevent unethical behavior with ****************** and repairs.

      Business Response

      Date: 02/13/2023

      ************** is going to investigate this customer's complaint to understand the alleged issues. Someone from ************** will be reaching out to the customer.

      Customer Answer

      Date: 02/13/2023

       
      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.

      Also this issue has been resolved. Please close case and the problem was rectified.

      Sincerely,

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

    • Initial Complaint

      Date:10/09/2022

      Type:Order 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.
      Oct 7 at 6:21 PM PrintRaw message ************************* <*******************>To: *********************** <*********************************************>Cc: *************************** <***************************************>gentlemen I have now emailed you ******, I believe twice and another email to you both this week about scheduling the completion of my job started in Feb 2022. Yet, still no answer nor response.This is becoming incredibly ridiculous. *************** did my part in signing the agreement as I promised and returning it to you.Then when I repeatedly requested a completed/signed copy of the agreement from ***, I was told the work order, or something to that affect, and been given to the work coordinator . However , I never received a signed copy of our agreement from Choates. Later, *** said or inferred that I probably didn't want work done until the contract was signed. And that was completely correct. Now as of Monday Oct 3rd, ****** you have provided a signed copy of the agreement yet no one from Choates has made contact with me about anything as you instructed your staff to reach out to me.**I will be out of town all of next week.I am insisting on contact from Choates tomorrow, Oct 8th, to schedule the completion of my plumbing work.If not, we will be in a stalemate once again, and this once again starts to lead us all in a bad direction for resolution of the completion of the work promised by choates.Thank you Please gentlemen--lets get this resolved amicably.*************************

      Business Response

      Date: 10/10/2022

      The customer and ************** have been working to resolve an issue with respect to the work ************** performed for the customer. After much back and forth, the parties reached an agreement for resolution. The customer is correct that the agreement was formally reached on October 3, 2022. The customer is also correct that the next step was for ************** to schedule the work. ************** scheduled the work on October 3, 2022 to be performed on October 10, 2022. Unfortunately, the time the work was scheduled to be performed was at an inconvenient time for the customer. ************** should have done a better job at communicating and coordinating the times to perform the work. ************** management is going to reach out to the customer and find a mutually agreeable time for the work to be performed. This matter will be resolved to everyone's satisfaction. 

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