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:07/22/2024

  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 April 3, 2024, I purchased two Trane AC systems from Onthespothvac, which were installed on April 19, 2024. Since then, I've encountered issues with both the product and service:Damaged Equipment: During installation, a side panel was severely damaged (evidence in attached image.jpg). Despite multiple requests, the company has refused to replace this damaged component.Unfulfilled Promises: Two complimentary maintenance visits were included with my purchase. Despite numerous attempts to schedule these visits, the company has repeatedly failed to honor this commitment.Unresponsive ***************** I've made multiple attempts to resolve these issues through various channels, including email and text messages. The company has consistently ignored or dismissed my concerns. (Email dates in emails.jpg)Onthespothvac's actions have left me with damaged equipment and unfulfilled services, despite my significant investment. I'm seeking immediate resolution: replacement of the damaged panel and scheduling of the promised maintenance visits.

  Business Response

  Date: 07/23/2024

  To address this customer's complaint. We have been in contact with the customer and informed him that the damaged part was not damaged during the installation. It was unseen cosmetic damage from the factory. We have ordered the part but unfortunately it is out of stock everywhere. See attached image. We have offered to install a possible matching panel from an older used unit but he has refused that option. The damaged panel has no bearing on the operation of the equipment and is only cosmetic. As we have told the customer, we will gladly replace the panel once it is in stock again. 

  In response to the maintenance on the system, these systems are only 3 months old and are not needing any maintenance. No company is going to maintenance systems that are 3 months old. The first maintenance visit would be scheduled about 6 months after installation for preparation of the following season. This was also explained to the customer. 

  Customer Answer

  Date: 07/31/2024

  I have reviewed the business response and accept this resolution. I will reopen the case if the panel has not been replaced in next 3 months.
  
  For the record, in regards to maintenance visits, my ask was to schedule the 2 visits, not to get immediate maintenance in a 3-months old system as suggested in the response. Onthespothvac now scheduled those two complimentary visits (6 months and 12 months from installation date).

   

• Initial Complaint

  Date:12/16/2023

  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 had a new air conditioner and furnace installed by On the Spot HVAC. I needed and requested a propane furnace, which is clear in the quote. They installed the furnace with the gas valve set for natural gas. It was having constant issues and eventually tripped the flame rollout switch. I had another HVAC company come out and diagnose that a propane conversion kit was never installed.I called On the Spot and they were extremely rude and unprofessional and became aggressive over the phone. They wanted to charge to install the propane kit even though it is clearly listed on the quote, so I have already paid for it. They have been ignoring my calls and voicemail since then.

  Business Response

  Date: 12/17/2023

  What this customer has failed to mention is his air conditioning and furnace installation took place over 3 years ago in 2020. He never called us out for one service since the installation date. He has had other companies in the attic to service the system since the installation and just now in December 2023 he says he had another company service his system and told him the propane conversion kit for his furnace was never installed. It sounds to me that another company is trying to make up a frivolous repair to make a buck because I doubt his furnace would have ever worked without that kit originally installed. There is no chain of custody since the installation date for this customer to make such accusations.  This customer is disputing the entire balance of the air conditioning and furnace Installation of $9200 when a $60 dollar part is being diagnosed as missing from his furnace.  This customer is being unreasonable

   

  Customer Answer

  Date: 12/26/2023

  I am rejecting this response because:   I am not disputing the entire charge for the installation only a refund for the conversion kit if I must have someone else install it. I requested On The Spot never send someone out to check so they could see that they never installed the conversion kit for themselves but they refused.

  Business Response

  Date: 12/28/2023

  You were offered to have us come out for a charge because you are well outside of your labor agreement with on the spot hvac. You declined. Once again we have no chain of custody because you have had other hvac companies in your attic to look at the unit we installed. If this piece was not installed originally then it would be highly unlikely that your furnace would have worked correctly from the get go. You have gone multiple ******* with no problems until now and instead of calling the installing company, you called in another company that maybe could  have told you things to drive revenue. 

  Customer Answer

  Date: 12/28/2023

  I am rejecting this response because:   The flame rollout switch tripped last year but only on first stage heating so I kept it from going into second stage and it didn't trip until this year. Just because the furnace did not trip the safeties does not mean it was running well, there is just no monitoring system to tell besides the safeties. See the pictures attached to see that the flame sensor wire has been charred and there is a lot of soot build up. I have had prior issues with the installation, there was a lot of trash left and a duct popped off because the collar was not fastened with screws. That is why I decided to use a different company to assess the furnace issue. Based on the response of you accusing the other well respected company of fraud instead of admitting that you made a mistake it clarifies that decision. Your Trane account representative was made aware of the issue and should be able to verify that the other company is reputable. ***** Administration Code 75.71(b) requires that you provide proper installation so come provide the proper installation.

• Initial Complaint

  Date:06/07/2023

  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.

  Monday May 22nd had new HVAC unit installed. May 27th noticed water on ceiling in guest bedroom. Husband went into the attic and water was under the new HVAC unit. Contacted them and didnt hear from anyone until Wednesday May 31st! My husband stopped the leak. When we finally spoke to the owner he said it was our fault even though the new pan we had should have caught the water. We were told by the technician the pan had a hole in it. We requested a new pan and for the business to repair our ceiling. We were told no to both requests. We never had any issues until they replaced our HVAC unit.

  Business Response

  Date: 06/16/2023

  The customer and I have came to a resolution of On The Spot HVAC covering the repair of ceiling area that was damaged due to a faulty drain pan and that customer will have a plumber look at sinks where the air conditioner terminates its drainage to.  On The Spot HVAC will also replace the faulty drain pan.  Customer will close ******************** case in good status when repairs have been made.

  Thank You

• Initial Complaint

  Date:04/14/2023

  Type:Product 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.

  Apr 12/2023 $500.00 I called and talked to supervisor ***** on Apr 13, at 5:15pm aprox., explained him the issue. I told him a little about my background. He insulted me saying that I know no c*** about those machines. I asked him to focus and see what was the issue "an employee doing add on sales, but doing nothing". I told him about the cable installation and the time it takes to pass it on the routing holes. I told him that I never saw the tech replacing it. I was standing next to him and he never spent 2 or 3 minutes passing the new cable, which I believe it takes more than 3 minutes to do that. I asked him to refund the money I paid, but he refused to do that. I told him about the caiman cable left in the unit, but he only asked me if the unit was working. He repeated some insults and I asked him to send back the mfkr to remove the caiman cable and complete the job because that's not how a unit installed on Aug2019 suppose to work. I also told him that I was calling another company to have a second opinion. He continued insulting me and I told him that this discussion was not ending here and that I will see you soon. On the Spot records all calls if you need to request it.

  Business Response

  Date: 04/14/2023

  This customer is completely unreasonable and we did our job to get his air conditioner back working under the parts warranty provided by the manufacturer.  ******** was responsible for labor as he did not have an extended labor agreement with us. His air conditioning system is running exactly how it should be now after we replaced the defective part but he wants to complain because I guess he feels he paid to much compared to what it cost him to fix his ******* appliance.  This customer even whittled us down in price from the initial quote for the repair.  He is more than welcome to have any other Trane dealer come out to his home but we are not returning this unreasonable customers home. 

  Customer Answer

  Date: 05/19/2023

  I am rejecting this response because:   I'm not willing to get a better price. What I want from that company is to complete the job. Besides the fact that it was an odd repair due to the facts I explained in my original complaints, they left a yellow caiman cable in the unit that shouldn't be there. If they come to remove that cable and leave the unit working then I'll be okay.

  Next time as they suggest, I'll not use their services because they are not professional.

  Customer Answer

  Date: 07/13/2023

  Hello.

  I've been waiting for the Service Provider to contact me to schedule a visit to complete the job.

  They need to remove the caiman cable they put in the system and leave it up and running. I'll appreciate if you can help me reaching out to them to ask them to finish the job. 

  Business Response

  Date: 07/21/2023

  Our labor warranty with you and your property has expired over 2 years ago but you still have 6 years left of parts coverage.  you are more than welcome to call out any other air conditioning company in the entire ***************** metroplex and address any issues you are having with your system.  we are no longer servicing you and will not be returning to your property 

  Customer Answer

  Date: 07/21/2023

  I am rejecting this response because:   at least you guys need to finish the job. I need you to remove the caiman cable and plug the connectors hanging there. The quality of you job should be always 100%.

  Business Response

  Date: 08/17/2023

  our two labor agreement with you has been expired for years so you are more than welcome to call out any other licensed hvac company to address any issues you have with your system.  we have fulfilled our agreement with you 100% and will not be returning to your property 

  Business Response

  Date: 09/12/2023

  our two labor agreement with you has been expired for years so you are more than welcome to call out any other licensed hvac company to address any issues you have with your system.  we have fulfilled our agreement with you 100% and will not be returning to your property 

  Customer Answer

  Date: 09/13/2023

  I am rejecting this response because: the caiman cable you left in the unit is still there... your technician didn't do his job appropriately. 

  I'm wondering if something similar that happen to doctors or nurses could be applied to you guys 'because your bad practices, you license is canceled' and you cannot do that job any longer.