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:07/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Here is my email I sent to *****- the Owner of Reynolds. He attempted to bait and switch me with a bid proposal. 1. I would strongly encourage Reynolds to have a more thorough process for inspecting a house, especially for $200 (25-30 min review). The first trip and invoice we paid was for $200. ******* did not determine the downstairs issue- the homeowner did. Called to book an appointment on 4/24. Work completed on 5/3.2. During the 2nd visit, I made an observation to ******* again. It was determined the duct for the return air (4 locations) was installed and interconnected. 2 of the four returns were connected together and the other two were connected to each other. For $336.62, he spent 20 mins adding a 6" air damper for the upstairs unit and did measurements for adding 4 return air vents. This work was completed on 5/25.3. Followed up with multiple times for the bid. Called every other day for two weeks and *** (I believe) connected me with ************4. Received bid on 6/11.5. Signed and returned 6/17 as I had to move around funds to clear for the deposit and work to be done.6. Scheduled for 6/28 as I have to take PTO for the work to be done.7. Received a phone call at 9:13AM on 6/28 from ***** saying the bid I received was not correct. He would send over the "correct bid" as the $2,040 is not correct. I should have been provided the 'Original bid of $5K' which would be adequate coverage for my house. ***** said he would relook at the bid.8. I followed up three hours later and asked if it was still possible if techs could come out today. He stated they had been rerouted earlier and no one is available. Reminder- I paid a $1000 deposit. He asked for me to send him a picture of the unit. 9. Sent picture and he would relook at the quote.10. On July 2nd, he sent me the "original" bid. I could tell no work was done on my behalf as ***** left the 6" air damper on the quote that was completed on May 25th by Reynolds. Please update me on the status of my refund.

• Initial Complaint

  Date:07/13/2023

  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.

  A company we'd used for 20 years referred us to Reynolds. We called for winter heating servicing on two units. They came out on Nov. 16, 2022; the technician checked the Trane unit and changed the filter; he then told us he was unfamiliar with the newer unit, a Daikin heat pump and said he did not have the correct filter and would need to return to change it. He quoted $$382.07 as an annual service which was to include checking both units before heating season (November) and cooling season (April). The old company did the same so we were used to paying an annual fee. ********* charged about $100 more but said their charge included a $47 trip charge. My husband was very ill ; I just wanted to get it done; I paid the $382.07. They refuse to discuss When I received the December electricity bill it was about $50 higher than the previous year. I called electric company; they checked meter, was OK. I didn't think much of it. My husband was in and out of the hospital so it wasn't until I received the January bill which was $150 higher than the previous year. I called the electric company and they verified the meter readings went up 11/16/22 (the day Reynolds came out to service the units). I called Reynolds to advise something was wrong. They sent a man out; he checked the thermostat and reset it to cool above 80F and heat below 72F (instead of *****) and set the fan from ON to AUTO. The tech then told me they were not coming out again " ...so do not call us". I knew those thermostat changes wouldn't fix anything so I called another company. The unit was down 2 pounds of refrigerant which started (coincidence?) on November 16 according to the power company. Refrigerant was added; it heated properly,Ten Days later it malfunctioned again. The eventual repair was to replace coils where a leak was found; Cost to repair: $1300. I asked Reynolds for a REFUND of $300 since they only serviced ONE unit. If they DID service the Daikin they should have found low on refrigerant.

  Customer Answer

  Date: 07/14/2023

  On July 8, 2023 I received another bill from Reynolds for service on 1/25/2023 (the first bill I received for this visit). It shows billing $82.84.  This would be for the trip out after I called about the January electricity bill that was more than $150 higher than it should have been. When we first had the Daikin installed it was coded as 'industrial' which made the unit run constantly in attempt to keep humidity and heat within a 1 degree range as is needed if, for instance, you are making computer chips. This was corrected and the unit ran correctly until the Reynolds installer came out 11/16/22.  Since the tech said he wasn't familiar with ****** units I thought maybe he'd accidentally made a change. So I called Reynolds to come out. The person who came out changed the thermostat to show range: ***** (it had been set at *****) and air was moved from ON to AUTO. Both changes can be made by the homeowner. The other change (industrial to residential) can only be made by the tech). The Reynolds tech was at our home for approximately 15 minutes and said upon leaving "don't call us again..." (meaning I suppose about the problem of the unit not shutting off).

  Business Response

  Date: 09/05/2023

  I will be out of the office not sure how long with knee surgery on September 5, 2023.  I would very much like to respond and would again like to speak with *********************** and resolve and continue to maintain a good relationship, but have not heard from *********************** and have called multiple time, but with no luck in talking with her personally.  I will take care of the issue when I return if you will let her know and make sure the relationship is intact.

   

  Thank you,

  ***********;Reynolds 

  Reynolds Electric Heating and Air Conditioning Service, LLC 

  ************ (office)