Complaints

This profile includes complaints for Lee Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lee Company

  4057 Rural Plains Cir Franklin, TN 37064-1618

  
• 

  Lee Company

  1836 Memorial Dr Clarksville, TN 37043-8109

  
• 

  Lee Company

  7308 Shallowford Rd Chattanooga, TN 37421-2626

  
• 

  Lee Company

  15050 State Hwy 20 Madison, AL 35756

  
• 

  Lee Company

  1124 Menzler Rd Nashville, TN 37210-4700

  

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:06/14/2024

  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.

  Mislead to believe that there was a crack in Heat Exchanger and best solution was either replace exchanger for $2k but better to replace furnace for $5k+.. once furnace was removed, on close examination the crack was merely a minor scrape on the heat exchanger. Tech from Lee Company continued to BS that it was crack and not a scrape. Im very open to an independent expert view and not just a tech whose salary is based on bonus. See pics for so call crack.

  

  Business Response

  Date: 06/21/2024

  Good afternoon, 

  Our team was out at customer ****'s home on 5/2 to install a new HVAC unit. However, since this complaint has come through, our team has emailed and called this customer multiple times with no response. We cannot take any additional action until a response is given.

  Thank you,

  Lee Company

• Initial Complaint

  Date:12/13/2023

  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.

  Lee Company installed a new AC unit in our attic in August 2023. . Within a couple weeks, we noticed our hardwood floors starting to split and warp. It was clear that we had a water leak. A supervisor from ********** came to our home and confirmed that water was leaking from the attic. A technician came out and fixed that leak. They outsourced a flooring company to access the damage. He visited our home, and we were told the entire landing would need new wood, sanding, and stain. This would include moving out for 4-5 days.We initially expressed our concern about the disruption; however, we were ready to set a date. I offered dates over fall break, but my messages were never returned. A few weeks passed, and we were notified that we didnt need to leave our home for the work to be done. We did not question why, thinking that ********* had figured out a better way to accommodate us.The flooring company worked for 2 days and did a good job. We were not asked to leave which I quickly learned was awful between the ************** The wood repair did not match our existing floor. I reached out and told ********** that the end result was unacceptable. Three days later, I received a phone call from a different supervisor. I was told ********** would not spend more money on our issue. He stated that we made the decision to repair instead of completing the job correctly. He tried to convince me that my husband decided to go this routehe did not. I asked for a signed proposal from the flooring company verifying this install, and he said he would share it. To this day, I have not seen a contract or signature. ********** has since stated that they should not be responsible because the drain was clogged prior to them doing our install. If this was the case, why didnt we have leaking before they were here? Their hands were on this unit last.Most recently, *** has attempted to negotiate & said they would repair the landing minus the $1800 they already paid. The pack-up (moving furniture away for the job) and housing would be our responsibility (2-3k). The flooring company has suggested that we file a claim with our insurance. We will not be doing this!We are not asking for an upgrade or unnecessary work to be done. We are asking for our floors to be back to the original state before we hired *********. Our pack-up also needs to be covered, since the flooring company requires it. The only thing we are willing to come out of pocket would be to rent a house with our family and three cats for a week while the work is done correctly.

  

  Business Response

  Date: 12/13/2023

  **** & **** -

  Thank you for making us aware of the current situation of what's been going on. We've forwarded this over to our team and they will be contacting you shortly and looking into it. Thank you.

  

  Business Response

  Date: 12/20/2023

  UPDATE

  In response to this situation, Lee Company is preparing and coordinating an effort to make this right. We will be refunding and helping to get the floor back to a proper standing. **** & **** have been in communication with ************, of our home services team, and we have been communicating with the local flooring company to fix the issue. Our team is solving this with conversations and will make sure everything is approved moving forward. To confirm again, we are refunding this and making sure the home and customers are taken care of for *******************.

  Thank you,

• Initial Complaint

  Date:07/28/2023

  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.

  In May 2023 Lee Company came out to assist our medical office complex figure out if we had a leak as our water bill had been extremely high for the previous month. They stated they would be sending two techs that would arrive on May 19 at 6:00am promptly so they could shut the water off to the building to investigate. One tech arrived on time but the other one did not arrive until 7:15 am, which is too late for our water to be cut off as start seeing patients at 7:30 and they said it would be off for one hour. The late tech stated "bad communication with our ********** office" as the reason for the delay. They attempted to fix a toilet that was NOT fixed. We had to have another company come out and repair it. They did repair two sinks with minor issues and 3 other commodes, also with minor issues. They threw away one of our wall mounted EYEWASH STATIONS which we are required by OSHA to have if we are open and operational. We still don't understand why that happened as the tech said he accidentally threw it away and they would pay to replace it. They are billing us $2,090.31 when the bill was not supposed to be over $1,000 **** Our main problem of a water leak was not fixed by them as the tech arrived too late. i have called three times and sent multiple e-mails to speak to a customer service rep but they never respond. We still had to pay another plumber to come out and buy our own Eye Wash Station. Basically, they are still asking us to pay $2,090.31 to fix minor issues (such as tightening screws) on the commodes and sinks. No response has ever been received from them to even discuss the bill. this is the one and only time we have ever used this company.

  

  Business Response

  Date: 08/08/2023

  This matter has been resolved. We have contacted the customer and will be crediting them for the entire invoice including the eye wash station.

  Customer Answer

  Date: 08/21/2023

  Company agreed to write off incorrect bill. Dispute resolved.

• Initial Complaint

  Date:05/11/2023

  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.

  I bought a new AC/Heat unit for 9K from Lee Company in 2019 in 2021 it broke, they came fixed it. On April 7th we had Lee company come back out to fix the another issue and they told me then it would 3-4 weeks due to is on back order. I have not heard anything from them and I called today and now its another 5-7 weeks. I just want them to either fix the current unit or replace it with one that works

  

  Business Response

  Date: 06/05/2023

  Hi *******,

   

  This complaint was about an item on backorder from another company and we've been updating the customer every 2 weeks on the status. There is no issue anymore. What can we do to get this removed?

  

  Business Response

  Date: 06/09/2023

  The customer is being taken care of. We have addressed this issue and to alleviate the wait while the motor is on backorder from the supplier, we installed a universal motor. We are continuing to follow up with her and will install the new motor as soon as it arrives.

• Initial Complaint

  Date:03/31/2023

  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 March 31, 2023, the Lee Company worked on my neighbor's sewage. In doing so, they dug a big whole and severed the ****** Fiber internet cable for the whole block. They they refilled the whole with dirt, leaving the severed cable in a pile with their other trash, and drove away. Now it will take me and any other ****** Fiber customers on my block 4-5 days to get our internet back, thanks to the Lee Company's negligence.

  Customer Answer

  Date: 04/04/2023

  The Lee Company just contacted me and sent me a copy of their 811 report for this dig. It seems that they were told that there were no conflicting cables at the dig site, and so I guess the issue lies with 811 or ****** Fiber instead of The Lee Company. As such, I consider this complaint resolved.

• Initial Complaint

  Date:01/23/2023

  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.

  At 5:27 Friday 01/19/2023 I receive an email from my AirBnB S.T.V.R. guest Mr. ************************* saying the heater is under ************************************************ that non of the radiators inside the house are working, I had my maintenance team go right away, they went to where the Furnace Boiler and pilot is located downstairs and he told me he could not get it to light up. This has never happened before., meanwhile I had already calle Lee Company Residential and put it an emergency call for a tech who was very kind by the name ****, however **** showed up like three hours later, worked charged for the job $496.00 and told me everything was perfect and working, mind you my guest were not home but one guest because they were all preparing for the wedding they were all going too. I get a 2nd call from the guest that stayed behind saying ***** this has not been fixed, this was all in the AIRBNB plat form and my personal Text, Immediately I called Lee Company, left three messages, no return call, send **** messages and pictures not call or answers, then I called again saying how this was affecting my customer etc, I get a call from someone who seems to be a manager from a block call and he said that he was from the commercial department which is different to the residential service as he had no one in the residence side that could help me, but he had one of his best boiler, furnace experience teck in franklin ** that can be there within an hour, he was there two hours later, he said my pump had to be replaced and it was going to be like over $7000. well what do you say at a moment of desperation get it fixed please. so he never sent me a picture of what he had done, turned on the pilot, he did send a picture of a pump spilling water something that was not happening earlier as I had the maintenance man check it an also the guest, bottom line is he said this was working in perfect condition when he left then I get a call from him I was totally a sleep as I had not been able to sleep in two days due to all the calling from the guest, Airbnb involved etc. When the guest got home from the wedding that night they said the pilot was off and the house was freezing they send me pictures, I contacted **** the next morning send him all the videos the pictures of what my guest were sending me and AIRBNB i had to returned their entire money, that at this point is the least of my concerns, I want this fixed today, I called them yesterday they never called me back, I also went on there webpage and chated with their agent they wanted to charge me more money to send someone to check it. it's like a complete nightmare I have people coming tomorrow and this needs to be fixed today. they have caused me lots of damage, losses, bad reputation with Airbnb etc. Please Help.**********************************

  

  Business Response

  Date: 04/12/2023

  There were multiple underlying issues that led to a couple different repairs of the equipment. We were able to present the customer with a multiple options for repairs and able to come up with a resolution that the customer was comfortable with. At that point we made our repairs and got the equipment up and running normally.

• Initial Complaint

  Date:12/13/2022

  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.

  On 12/8/2022, Technician ******** with the Lee Company arrived at my property to fix a slow leak in the tub. After disassembling the handle and other parts, he informed me that whoever installed the shower "overtightened everything" and he needs to replace the entire shower valve at a cost of $1300.00. I did not accept the cost and asked Technician ******** to reassemble everything. I contacted another plumber who alerted me that the handle had been broken but was able to fix the leak with no concerns about everything being overtightening. The handle was operating properly prior to **** working on the tub. I would like the Lee Company to fix the handle. Work Order #********

• Initial Complaint

  Date:09/26/2022

  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 company knowingly installed a unit that is too big for my house. Which has resulted to me calling the company out a couple times because the house feels too hot and not keeping temperature. Every time a tech comes out they state they do not see a problem with the unit. My 2nd unit for my bonus room went out. Ideally I would have wanted to stick with the same company but I refused to let Lee company install the new unit due to the issues with the unit they installed. At that time a couple companies that came to give me quotes for the bonus room educated me that getting a unit too big for the house was not good due to it would constantly kick on forcing air out, make the house uncomfortable, not get all of the humidity out of the air and effect my electric bill. This made me do further research for myself just to make sure they were not just trying to get my business. I found this to be true. I have made a review in the past that stated the tech told me they brung the wrong unit but I was getting a deal because it cost more than the unit he should have installed. I would like Lee company to help with this issue whether it's replacing, finding a way for the unit to help dehumidify or finding any way to make the unit work for my size house not just giving me something because the tech was to lazy to go back to get the correct unit. Also educate their tech about this issue so that it will not happen to other customers. Since the unit has been installed the company has come out, done something to the return vent and changed my thermostat twice when it's clearly not the thermostat or return vent that was the issue. Or when a tech comes out they simply state they do not see a problem with the unit. I would like Lee company to find a solution to their mistake. Instead of continuing to send techs out that do not find a problem when the problem is they never should have installed the oversized unit and gave me the unit size that was scheduled to be put in.

  Customer Answer

  Date: 10/10/2022

  The business sent a technician and new manager out to look at the unit. Still undecided if we are satisfied with the results due to the weather lately we have the unit off due to it is not needed (fall season temperatures change)

  

  Business Response

  Date: 10/17/2022

  We connected with the customer and have come to a resolution to ensure the customer's satisfaction. We are also going to follow up with her next spring as there was a cooling concern and will be able re-evaluate it at that time.

• Initial Complaint

  Date:07/26/2022

  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.

  I had my HVAC system serviced on July 21st. I signed up for an annual maintenance contract which is a monthly ****. I wanted to pay it annually but was told if it is monthly the discount for parts is higher (20%) vs 5% for annual payers. When the service tech came out he recommended a blue light due to mold on my unit outside. Told me it would be $54.37 plus my discount. I repeated the number back to him and said oh if that is all it is then yes. When he was done he had me sign on his phone which showed nothing more than a signature line. No information showing $400.00. When I received the receipt I was shocked. I called and was told I had to talk to the technician. Which he called me and I asked about the $400. He said the part was $554.37 and then he discounted it. If applying the discount this does not add up. I told him I did not agree to that price and he told me 54.37. I told him I would have never agreed to that price. He told me he would have to speak with his manager. I have not heard anything and have sent emails and also called. Today I was told, after being transferred twice that the $400 is for the part, my service contract and probably some other stuff. I explained that is not a good explanation and I need more details. I was told they would have to transfer me to sales. I explained I needed a detailed receipt for what the $400 was for and she said she didn't know if they could provide it.

  

  Business Response

  Date: 08/01/2022

  Consumer Response /* (2000, 5, 2022/07/29) */
  The company has resolved this issue and refunded my money. Thank you.
  
  *** ********