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:02/07/2025

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22912395, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 04/01/2025

  Company states they have spoken with the customer who would like to close his complaint. 

• Initial Complaint

  Date:01/09/2025

  Type:Billing 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.

  
  
  Complaint: 22790072
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ****** The store had a video camera in the conference room where we were so they could show you the video to show you that I was not hostile so please ask for the copy of that. Thank you and have a good day. and that way it will show you everything that I asked and everything that he saidge deals. They have that starts out at 600 before they will even work on the unit. He said I don’t have to tell you nothing and asked me to leave her they was gonna call the cops and I was nice not rude or anything. so I was leaving got in the car and I forgot that they have not gave me no receipt so I went back in and asked for a receipt and he said I told you to leave or I’m calling the cops and I said all I’m asking is for a receipt I will mail it to you so my opinion is that they should tell people upfront that this is how they were working and how much they’re charging before you even come out to work on a unit?

  

  Business Response

  Date: 03/05/2025

  The day of service referenced was January 7, 2025, for a
  repair on the customer's HVAC unit. Below, we have outlined the key points and
  our response:

  
  Service Charge Disclosure
  It is accurate that the $158 diagnostic fee was not mentioned
  during the initial scheduling call. However, our service technician informed
  the customer of this fee at the time of service before proceeding with any
  work. The customer acknowledged this and allowed the technician to continue.

  
  Repair Package Options
  The technician diagnosed the issue as a faulty part covered under
  the manufacturer's limited warranty, which only applies to the part itself, not
  labor or associated costs. To expedite the repair and minimize downtime for the
  customer, we provided our standard repair package options, clearly explaining
  each level and the associated costs. The customer selected the package that
  best suited their needs after confirming their decision multiple times with the
  technician.

  
  Office Visit Interaction
  The following day, the customer visited our office and requested a
  meeting with the Service Manager. Unfortunately, during this interaction, the
  customer was hostile, repeatedly referring to our company as "crooks"
  and not allowing the Service Manager to explain or clarify our policies.
  Despite attempts to de-escalate the situation, the conversation could not
  proceed productively. The Service Manager ultimately asked the customer to
  leave after it became apparent that further discussion would not resolve the
  matter.
  When the customer returned to request a receipt, the Service
  Manager reiterated the request to leave and stated that a receipt would be
  mailed to her. At no point was the customer denied a receipt; we simply
  attempted to uphold a professional environment in the office during the
  interaction.

  
  Final Outcome
  The repair was completed successfully on January 7,
  2025.
  The customer was provided multiple options and selected
  the repair package of their choice.
  We have reviewed the technician’s actions and confirmed
  that they adhered to company policies and procedures.
  We regret any miscommunication that may have occurred
  during the initial phone call or the subsequent office visit.
  We strive to provide transparency and excellent service to all our
  customers. Moving forward, we are reviewing our processes to ensure service
  charges are always disclosed at the time of booking.
  We take customer concerns seriously and remain committed to
  maintaining high standards of professionalism and service. If the customer
  would like further clarification or documentation, we would be happy to provide
  it.