Complaints

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

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Hawkins' Air Conditioning & Refrigeration Inc. has 2 locations, listed below.

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  Hawkins' Air Conditioning & Refrigeration Inc.

  117 Ruidosa Ave Abilene, TX 79605-1209

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  Hawkins' Air Conditioning & Refrigeration Inc.

  PO Box 2881 Abilene, TX 79604-2881

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:10/11/2023

  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.

  This summer my AC was making a clicking noise so I called Hawkins Air Conditioning.
  The reason why we called them was because the previous owner of my house seemed to use Hawkins and I thought they would be familiar with my AC unit.
  
  1st Visit: They installed a new part. This did not fix the clicking noise.
  
  2nd Visit: They said I have to buy a new thermostat. I use nest thermostat. I offered to buy it from Lowe's but they refused and checked price in their system. The price they gave me for the thermostat was twice more than Lowe's. He explained that thermostat they buy is "special"
  I told him we have already spent $500, and cannot spend another $500 for a thermostat.
  I asked him to leave my house because every minutes he spend my house will cost me.
  
  I talked to my husband about the situation.
  He called the owner and the owner agreed that they would not charge us for the part they installed.
  
  My husband received a phone call from the business (I believe it was the owner's wife) and was very rude to him. She said they will come to our house and remove the new part they installed.
  
  We received
  1. Invoice with all labor and a new part
  2. Invoice with all labor only, without the new part
  We paid the send invoice without the new part.
  
  Then we received another invoice with a comment "Good luck with your Lowe's T-stat" and a note that no one in the office agreed to not charge for the part.
  
  My husband and I cannot handle them anymore especially with a rude phone call and rude comments on the invoice and note.

  Business Response

  Date: 10/19/2023

  "The first call out was on June 26, 2023 the Service Tech was ***** ***** and the invoice is number 142609, at that time he was dispatched to check out the ticking noise at the condenser. When he did find the system off, the customer turned on the A/C and while listening to the system heard the reversing valve solenoid tapping. I have enclosed copies of the work done and documented the rest of the work done, but mainly please notice that found burnt spots on the control board which will not let the system operate properly. So, at that time we ordered the part, and had it shipped in, and then went back and changed out the board, thinking this would stop the tapping noise. Returned and replaced the circuit board on June 30, 2023, located in the furnace. So, at this point both the outdoor condenser has been checked and the indoor furnace and the operation of the thermostat calling for cooling. When installed and got system cooling again the tech did not hear tapping noise.

  The original price of the work order for these two trips, technicians' times and parts and shipping of the part came to $823.19. This was billed to the customer on July 5, 2023.

  Then on July 11, 2023, the ********* called again saying that the noise was the same. I have also enclosed the work order of service done that day. The "Nest" theermostat is a very inexpensive thermostat that has limited capability, but after technician went threw the cycles many times found that the thermostat was working erratically and would cause the pulsing energy to the control board that caused the burnt areas, causing it to become faulty and possibly could do the same to the components of the condensing unit. We do not stand behind inexpensive thermostats for this reason, in the long run you get what you pay for.

  *** ******* felt after talking to customer, kind of blindsided by everything and not knowing all of the problems caused by the faulty thermostat at that point did give the customer the credit for the part. But you see, this customer chooses to call a professional company with 40 years of experience and in business to provide the best service possible. We try every day to provide each customer with the most professional an accurate service possible, not saying we sometimes falls short. We are a family business and never try to cheat anyone, but when you don't want to pay for any experience given in return it is not fair.

  In this case I feel that the charge given is a fair price for all the time it took to figure out that the thermostat that the customer put on was faulty. It takes time and knowledge to trace out all components and come to a conclusion. I am sorry that this customer is unhappy with our knowledge and service.

  Thank you,

  *** *** *******"