Complaints

This profile includes complaints for 5 Star HVAC Contractors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  5 Star HVAC Contractors

  3906 Melcer STE 302 Rowlett, TX 75088

  
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  5 Star HVAC Contractors

  Rowlett, TX 75088-1707

  

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:06/13/2023

  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.

  This company installed a new ac unit ?Thursday, ?May ?31, ?2018. Last summer in 2022 the system stopped cooling. Five Star came out and said unit needed more freon, so it's common knowledge freon doesn't wearout so a leak was suspected. **** promised to return in two weeks to check for leaks but did not. Subsequently, I was billed over three hundred dollars. I paid it and now I still have a leak and he is refusing service because I got mad and swore at him. I have since apologized. I have a 10-year warranty and he's not honoring this contract.

  Business Response

  Date: 06/13/2023

  As ****************** stated we did install a new a/c system for him 4 years ago. He called last year since it wasnt cooling. I went out personally found it need less than lb of refrigerant. Which is not much or to indicate a big leak after 4 years. I told him I would return in a few weeks to see if the pressure dropped any. After that time ****************** did not pay his bill he emailed and called me numerous times yelling and cussing. I told him since he had not paid and due to how he was acting towards me I would not service their home any longer. I provided some emails as proof. Our system sends automated invoice reminders when not paid and he finally paid it in January 6 months later.

  He and his wife called again last week asked us to come back out. His wife was aware of what happened and said I could deal with her. I said ok but could not get a Technician out for 2 weeks since we were short handed. ***************** called later that day and did apologize for how he acted before and then his next sentence was I want you to get off your f****** a** and get to my house tonight or well find someone else I said ok were done we can not service youre system anymore  

  ****************** still reached out a few days later asked us to come out I responded No and still told him I wouldnt mind helping him get any parts needed I just would not go through him  I would talk to his wife or any contractor that will work there  email is also attached  

  I dont believe we did anything wrong here, I did not want to take this Type of abuse and constant threats of lawyers  being called and late payments. I hope this complaint will be removed once  everything is explained  

  
  

  Business Response

  Date: 06/13/2023

  ****************** as you stated we did install a new a/c system in your home 4 years ago. You called last July said it wasnt cooling. I went out personally and added less than 1 lb of refrigerant and told you I would stop by in about two weeks to see if the pressure had dropped any. After that you did not pay your invoice and emailed, called and left threatening voicemails. I provided a few emails for you to see. On one of those calls I told you I wouldnt be servicing your home anymore. 
  Our system sends out automated invoice reminders until paid. You finally paid the Invoice in January of this year 6 months later. Then last week your wife calls and asks us to come out. She was aware of your actions and apologized and said we could deal with her only. I said ok but we were short handed and could not get a technician out for two weeks. You called us later that night and started off with an apology, I told you ok Ill schedule you for out next available appointment and if we get a cancellation or open spot youll be the first one I call. You said If you dont get off your f***** a** and get to my house tonight were going with someone else I said  ok were done find someone else. 
  You still reached out again, I told you we would not go out there but any company can get warranty parts for the unit. I even told you I would help get any parts needed but would only speak to your wife. I attached that email as well. 
  I dont believe we did anything wrong here. Our labor warranty is clearly stated as 1 year labor, parts warranty is through mfg. any company can get parts for you. 
  We would have easily taken care of any issues but once you started with the threatening phone calls and e-mails we were done.