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

  11024 Indian Trl Dallas, TX 75229-3513

  
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  Service Experts Heating & Air Conditioning

  Unit 1-1555 Dublin Avenue Winnipeg, MB R3E 3M8

• 

  Service Experts Heating & Air Conditioning

  177 Scott Street St Catharines, ON L2N 1H4

  
• 

  D&K Home Services by Enercare

  6833 Hwy 62 R.R.#5 Belleville, ON K8N 4Z5

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.

  I have reviewed the business response and accept this resolution. ng 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.

• 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.

  This address is not correct.  The address for Stevensons is. ***************. *********** **** *****.  Phone number ************.  
  please correct the address change.
  ***** *******

  id she was sending another email to the General Manager, ****** *******. I informed her that I am putting a complaint in by the end of the day if I haven't heard from anyone. I am entitled to 2 tune *** a year and they owe me the summer tune up.

  

  Business Response

  Date: 07/22/2025

  The general manager, Andrew *******, spoke with the customer and resolved the issue.  He stated that she is being booked for her regular maintenance and her membership will expire August 2026.

  Customer Answer

  Date: 07/22/2025

  I have reviewed the business response and accept this 

  I am happy with the response.

  
  

• 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.

  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.  

  

  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.

• 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.