Complaints

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

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Service Experts Heating & Air Conditioning has 132 locations, listed below.

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  Service Experts Heating & Air Conditioning

  3400 N Central Expy Ste 410 Richardson, TX 75080-0054

  
• 

  Service Experts Heating & Air Conditioning

  8002 11500 35 St SE Calgary, AB T2Z 3W4

• 

  Abbey Air Service Experts

  1 - 1200 South Service Rd Oakville, ON L6L 5T7

  
• 

  Service Experts Heating & Air Conditioning

  B1-3500 White Oak Road London, ON N6E 2Z9

• 

  Atmostemp Service Experts

  215 Old Egg Harbor Rd Ste B West Berlin, NJ 08091-1653

  

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:07/01/2025

  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 reached out to ***** **************************** several times with no response. When I finally did get ahold of someone calling the emergency line and finally getting an appt on 6/19/2025 only to be a wasted appt. I specially informed them that the unit is ***** feet off ground and to be sure to send someone who will have a big ladder. When the technician (*****) arrived to perform maintenance and saw how high the unit was he didn't want to climb that high saying he wasn't comfortable. Said it was leaking freon and would need a 2nd tech to do a leak search. 2nd Appt was scheduled for Monday 6/23 when tech (*******) came that day he again was unable to perform the job because ***** called off. Nothing has been done as of yet to correct he issue, and it is now 7/1/25. They charged $325 for doing nothing claiming they did a leak search however the tech did not want to accept the payment saying that no leak search was done. I was forced to pay for something not completed. I have requested a receipt for the work on 3 occasions via the manager cell phone and still have not received. I also have a credit of $179.10 that I have requested be paid back for over 3 weeks including texting a picture to **** and still have not received. I do not agree with paying for services that were not done. Sending a tech out and charging for a service that the tech did nothing when here should not be billed.

  

  Business Response

  Date: 07/08/2025

  Our install manager, ***** ******, attempted to reach out to ****** ****** 7/3/25, who notified us she was on vacation.  The center has processed a refund in the amount of $325.  Please let us know if you do not receive.

• Initial Complaint

  Date:06/30/2025

  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.

  In June 2021, I was led to believe that I was purchasing an ** unit for around 10K and that the payments each month for $203.00 were put toward the equipment. Fast forward to the present (6/2025) and I am in the process of selling my home, I must either terminate the contract or have the new owners take on the payments (which they won't.) I am now told that despite almost entirely paying off the cost of the ** unit (with a meager $295.00 left out of 10K) I am now paying a $13,114.22 TERMINATION FEE that is thousands of dollars more than the original cost of the unit. And I have nearly paid off the entire unit in monthly fees over 4 years. I have contacted customer ********************** 3 times only to be told that I was paying to lease the equipment each month and not to pay the equipment, and yet I AM PAYING MORE THAN THE COST OF THE **** to terminate. This is ludicrous and criminal. At no time was this explained to me via contract or by word of mouth. I was told that I would be paying off the ** unit each month. There should NOT be a fee this high for equipment that I have apparently been renting instead of paying off for 4 years. We don't pay the cost of a house we are renting if we end the lease. We pay a fee. This is not a fee, this is a SCAM.

  

  Business Response

  Date: 07/08/2025

  Our Advantage team has worked with the customer to come to a resolution on this issue. In light of the services and maintenance they have already received and per the terms and conditions of the Advantage lease agreement, were able to offer a reduction of your payoff from the standard early buyout fee of $13,193.53 to $6,693.53 which is approximately half the contracted early buyout amount. We will have the official payoff letter sent to you directly from our Advantage Terminations team. Once you receive the letter,you can make payment either at closing or prior.

  
  Important note: Because this is a leased unit, a ***-1 lien is filed on the home.She (or her title company) would need to email **************************************************** to coordinate the lien release as part of the closing process.

  Customer Answer

  Date: 07/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/25/2025

  Type:Order 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.

  This company installed an air conditioner/heating unit in our home for the cost of $30000. They used my SS#, checked my Credit report, and put this contract in my name without even contacting me for my permission. I would never have agreed to this price or the use of my information. I contacted the company (the week of June 16th and again on June 24) to have my name removed from this contract, but have not heard back. I want my name off this contract. This company did not have my permission to do any of this and I don't wish to be responsible for this contract.

  

  Business Response

  Date: 07/01/2025

  The customer called our local center frustrated that the Advantage contract is in her name. She claims that her husband used her social without her permission and signed her up on the advantage program and she wants to get it moved over to his name.
  
  The customer admitted to her husband using her information without her consent. When they spoke to the customer, they advised her that in such cases the customer is to report this as fraud. The customer of course did not want to press charges on her husband who has done this in the past, she requested to have the account transferred into his name. Her husband is listed in county records as the co-homeowner. The terminations team has been notified of the request to transfer the account/contract into his name.

  Customer Answer

  Date: 07/06/2025

  I have reviewed the business response and accept this resolution.   It appears that my husband has received notification that the contract will be changed to his name.  In response to their comment however, I never did admit that my husband used my information without my permission (which their response says I claimed).  My whole point was, THIS COMPANY USED MY INFORMATION AND PUT THIS CONTRACT IN MY NAME WITHOUT EVER CONTACTING ME FIRST OR GETTING MY PERMISSION.  This appears fraudulent on their part.  I would never recommend this company to anyone else and if asked I will discourage the use of this company.

  Thank you for helping me get my name off this contract.  

• Initial Complaint

  Date:06/17/2025

  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.

  Amount Requested $22,500 on the credit check prior see email attached However full contract charge is showing $30,480.84 (misinterpretation of sell amount)Also I would like to add I was not verbally told the implications of this contract. nor was this explained to me In detail. The salesman explained this was a contract over 5 years at the rate of 220$ per month. I signed under stress of needing a new unit with no funds to pay with temperatures arising and needing a safe cooler environment for my children and I. I also believed the sales person in trusting they had the good moral of the customer. Now in the process of selling my home and I cannot unless this exurbanite amount is paid in full which I argue there should be negotiations as the unit installed is a unit needed coolant that is no longer available so the unit would need to be replaced anyways with a newer unit.

  

  Business Response

  Date: 07/02/2025

  Our Advantage team is waiting to hear back from the customer.  They have left a message and sent email communication.  When we hear back from the customer we will work with them to find a resolution.

• Initial Complaint

  Date:06/13/2025

  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.

  Service Experts used deceptive sales tactics and confusing contract language to mislead us into signing a predatory lease for a ** light installed in our HVAC system. We were told we could cancel at any time, but are now being charged nearly $1,600 to canceldespite the ** light retailing for only $300$400. Weve already paid $420 over the past year ($35/month).The technician pressured us into a quick decision, had my husband sign multiple documents on an iPad without clearly explaining that they included a long-term lease. He never mentioned the high cancellation cost. They also used fear tactics, warning usparents of young childrenabout supposed mold in our system to push the sale. We never would have agreed to this if we had known the true cost or nature of the contract. This feels like a scam.

  

  Business Response

  Date: 07/08/2025

  Our Advantage team reviewed the matter and working with the customers representative, they negotiated a settlement due to concerns raised about the sales process, contract transparency, and perceived service value.

  
  Settlement Details
  Original Termination Fee (including AR, Term Fee, and Tax): $1,500.38
  Settlement Discount (*****%): -$750.00
  Final Negotiated Fee (after settlement, incl. tax): $750.00
  Settlement approved: June 24, 2025

  
  They have requested a payoff letter to send to the customer as soon as possible. They also emailed the customer directly and will follow up with a call to confirm once the updated document is sent.

  
  Additionally, the customer called on 7/3/25 at 7:03 AM to follow up on her payoff request. They advised her at that time that the payoff reduction had been approved and was pending Terminations to generate and email the updated payoff letter.

   Next step:Await Terminations to finalize and send the payoff letter to the customer.

• Initial Complaint

  Date:06/10/2025

  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 have an account with ********************************************* that had gotten past due. I had some life changes in March that lead to my having additional funds to catch up my accounts. I called in April to paybthebaccpunt current and was told that I only owed 683 dollars on account instead of the roughly 1296 dollars I believe it to be. I was not sure that this was correct and I was put on hold. a The person checked with someone else and confirmed this amount. The next month I recieved an invoice for 915 dollars on the account. I called back in and the person said they did not know why the billing statement said that I was only 166 dollars which then he said he notated in the account and would escalate to a supervisor to have the disc***ancy fix so my account would reflect this. No supervisor ever contacted me eegarding this escalation and the *** also said he could not make my payment at this time. I have now recieved a bill for *******. I called multiple times wanting to speak to a supervisor and it took from Thursday the June 5th til Tuesday June 10th to speak to one saying even though I was given miss information multiple times by their people there is nothing that could be done to assist me with my account.

  

  Business Response

  Date: 07/01/2025

  The attached document is the correspondence between our Advantage team and the customer.  In the communication the customer we did offer the customer a goodwill credit of $341.54.  The customer accepted this offer.  At this time we believe that the issue has been resolved

• Initial Complaint

  Date:06/09/2025

  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 April of 2023, after 5 years of having a Service Experts Membership+ plan, my HVAC unit catastrophically failed TWO DAYS after my bi-annual checkup visit. I called my local Service Experts branch and they quickly sent a technician AND a sales *** out. The technician showed me how an "electrical event" killed my compressor and furnace/air handler. I asked for a repair quote but was pushed to talk to the sales *** about a new unit. It was 80+ degrees out in the deep south with two babies inside and I felt pressured to do whatever they said. I asked for a repair quote, since I was a Membership+ customer, and the sales *** mentioned several times how repairs would take weeks, but a new unit would be installed tomorrow. I pushed again, and the sales *** said he would go get a quote and come back. He came back and instead said I needed a new system, and repairing was not a good option. Again, I felt pressured. They pitched me on a 27k system, financed over 10 years for $44,827 at $383 per month. Yes, that's 11% interest. The sales *** pushed and pushed and said 1) repairs would be near that since it was a complex system and 2) they would work with my home warranty and homeowners insurance to resolve the issue and I wouldn't owe anything.Clearly, thats not what happened - and it gets worse.The system was installed wrong, and I had to have SEVERAL (10+) visits to resolve. When winter came, the furnace didn't work AT ALL and I had to get temporary heaters for my children's room. After calling and calling, they sent a supervisor 9 months after installation who corrected the issues. It didnt stop there. They promised lower electricity bills, but my bill has doubled. I have an energy monitor installed, and the new unit is pulling 2-3x ***** as my old unit. I have paid ~9k to date, and this system can be purchase online for less than that. They did not even have to run a lineset or power, since it was all existing. Worst part? They told me I only own 8% of my equipment.

  

  Business Response

  Date: 07/07/2025

  Our escalations team advised that they have been in contact with Mr. ************ They advised that he has indicated that he is open to negotiating a resolution. They were preparing and sending additional information to the customer to begin that process.

• Initial Complaint

  Date:06/09/2025

  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.

  02/11/2021 service experts installed a $10,000 ac. Parts warranty for 10 yrs.I called Sunday June 8th and made an online appointment for service. We had service before from service experts. Sunday June 9th.called for service representative stated they call back..no call ever came. Service experts brag about their 100% satisfaction guarantee with compensation ? Called 3 times..made online ************** fan was broken on my ac..no call back called approximately 7 ********* an email on mon June 9th stating its a " Do not serice" ? What does this mean..I spent alot if money and service experts will not service my ac? After my $10,000 bull i get no service ? I need some compensation from service experts.we had no ac all day and going on second ****** show for appointment no call ?? No attempt to address my ac issue.?? ************ is out of ************************************* experts.

  Customer Answer

  Date: 06/09/2025

  Service experts ignored my several calls to numerous numbers including customer representatives 5 times also.Mr.Terry Eckhart and the finance company where I'm still making payments on the almost $10 000 ac/ heatbpump  unit.i made an online appointment and service experts stated they do not service ??? My warranty included 10 yr parts covered. 

  I had to call another company. Being we're disabled one on oxygen so being without ac in almost  100° weather was not acceptable and being ignored was worse, calling themselves experts ? .I'm disguisted with this company.I'm requesting that service experts reimburse me for the almost $1,300 bill. They're pitch is They guarantee satisfaction?? Brag about their preform and experience than ignore us..2 days later still mo call from service experts..

  .

  Customer Answer

  Date: 06/10/2025

  From: Kathleen Mcwherter <[email protected]>
  Sent: Monday, June 9, 2025 10:42 AM
  To: BBB
  Subject: My complaint

  Cost $1,700 to repair from there repair service because.service experts ocala would not service unit.

  Mcwherter 

  352 644 3407

  

  Business Response

  Date: 06/19/2025

  Our local center reached out to Ms. McWherter and discussed her complaint. They discovered that
  her account was labeled as "Do Not Service" back in 2022 by the
  previous GM, but without any accompanying notes explaining the reason.

  
  They had
  a productive conversation, and they informed her that we will be removing the
  "Do Not Service" tag from her account. As a gesture of goodwill, we
  have also offered her a complimentary tune-up.

  
  Ms.
  McWherter has agreed to contact the BBB and remove the complaint.

• Initial Complaint

  Date:05/27/2025

  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.

  They used high pressure tactics to talk my 90 year old father into signing a lease two years ago. My dad would never have signed such and agreement if he understood it. He passed away on May 8 at age of 92. I contacted this company to terminated the lease/contract. The amount they are asking for is outrageous. I am perfectly willing to settle up for the cost of the equipment. I have contacted an attorney in this matter. I know other people who have dealt with this outfit, they are aggressive and high pressure.

  

  Business Response

  Date: 07/07/2025

  Our escalations team has worked with the customer to come to a suitable agreement.  The agreement was reached and accepted in early June.  We received payment and signed confirmation letter received from the customer.  If there are any outstanding issues with the agreement- please let us know.

  Customer Answer

  Date: 07/07/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/27/2025

  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.

  We purchased this service based on the fact we live on the beach and understand that air conditioning takes a beating. We interviewed many companies and settled on this based on the service it provided. After the first year everything has gone downhill. We have to have technicians out at least a few times each year for issues with our units. We have units replaced, we have had technicians that are not qualified in our homes that have made majors "renovations" inside and outside our home all in the name of "correcting" the issue. The tech's we have had in our home we later found out were fired due to theft on the job and countless other "stories" we are told when new tech arrives and looks at the previous tech's work. We have twice as many replacement units than any of our neighbors and the length of time to receive one ranges. This time we called and had a tech come to the house. We have 2 units, he surmised that the bottom unit had a leak and gave us a "fix-a-flat" solution as he called it. I asked about the upstairs unit and his rely was, "let me tell you how to tell if your unit is working. Go outside place your hand over the unit, if you feel heat then its cool inside." Sadly, that is not the case, because of his "diagnosis" of the upstairs we had to have a "fix-a-flat" option for the upstairs while they order parts and when he came to install parts for the lower, he realized we needed a new unit. The branch manager was supposed to call, never did. Called the office and the receptionist send 2 high priority emails and still no response and was told it was a "holiday weekend and their probably out of town." Meanwhile, we have no air, we have been dealing with the situation for 20 days. In transparency 7 we were on vacation but was told that they needed that amount of time for parts anyways. I have tried to call corporate offices, I have sent emails, left messages, and tried any way of communication I can to get resolution to no avail, Lack of service is appalling

  

  Business Response

  Date: 07/08/2025

  We take the customers concerns very seriously since ********************************************* goal is to completely satisfy our customers needs. The general manager at the local center has had several conversations with the customer.  The diagnostic stage took a little longer due to the complexity of the situation.  He mentioned that during this time we provided the customer with a potable unit until we could pinpoint the root of all the issues.  They eventually determined the best course of action was to replace the outdoor unit under our Advantage program due to the issues the customer was having.
  
  The customer was also scheduled for a corrosion spray treatment on 6/18/2025. Our records indicate that the customer cancelled the appointment stating they will call back to reschedule. As of this morning our records indicate that we have not been able to reschedule as of yet. The general manager did reach out and leave a message for the customer earlier today.  Once he is able to speak with the customer we can get that appointment scheduled.