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Business Profile

Heating and Air Conditioning

Gillette Heating and Air Conditioning, LLC
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Gillette Heating and Air Conditioning, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Gillette Heating and Air Conditioning, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 February of this year (2024), I purchased a Carrier high efficiency HVAC system. Since then I encountered 2 main problems which I conveyed to ****** of Gillette through emails and cell phone calls. 1st) The 2.5 compressor tonnage is too small for my 2400 sq ft home. At the time of the sales transaction, I purposely requested a larger tonnage unit and the salesman quickly shot that down by saying: "No, no , no, because the unit will go on/off, on/off, on/off meaning it would short cycle. Now, the A/C unit runs continuously when the temperature is above 90 degrees and can stay on for up to 12 hours. I believe this lower tonnage unit is also responsible for a lower CFM meaning that not enough air is being pushed through all of the floor air vents. This is why, I believe, it takes so long for the A/C unit to shut down. 2nd) My ecobee thermostat cannot control the *** in my home. It's always at 53%. I have programmed the ecobee for "AC overcooling max" and set the offset temp for 1F. Then I enabled the ecobee to "dehumidify using the *** and set the desired humidity level to 30%. (It's normally at 53%.) I ran it for a day and the *** level of 53% never changed. After email and cell phone complaints to ****** at Gillette, he suggested I buy a dehumidifier unit. When a technician was sent to my home, he said the exact same thing. I finally realized that the instructive programming of the ecobee to reduce the *** was simply not going to work. Now, I'm in the process of trying to buy a quality dedicated dehumidifier unit to bring the *** down to 40%. I want these two problems resolved either through modification, repair, or exchange. I now feel that I'm being ignored by ****** who is part owner of Gillette. These two problems are not of my making. The salesman was wrong in selling me a small tonnage compressor unit and the ecobee thermostat is simply not reducing the *** in my home. Something is wrong with it and I want it fixed or replaced.

      Business Response

      Date: 09/05/2024

      On 8/19/2024 we installed the bigger outdoor unit per the customers request and have had no complaints to date. We have considered this matter resolved with the absence of communication stating the new unit is not achieving the lower humidity levels they were desiring. Please let us know if there is anything else needed from us in regards to this matter. 

      Customer Answer

      Date: 09/06/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      For the record, I did not request a larger 3 ton unit located at the rear of our home. Gillette informed me via email that they originally installed a smaller tonnage unit than the one that was taken out and they decided to install the larger unit to resolve the insufficient cooling problem that we were experiencing. The larger unrequested 3 ton A/C unit did resolve the cooling problems on both floor levels of our home and was installed free of any charges for which I am thankful. 

      Sincerely,

      *************************

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