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:03/23/2025

  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.

  Just 3 or 4 months after moving into my Condo unit my A/C was not working. Falcon Heating and Air installed the unit and came out to repair it under warranty. Since that time, they have had to come out yearly for the same or similar repairs. Wiring was not done properly, boosters were installed and all to no avail. Now I am being told that after 3 years, they have finally correctly diagnosed the problem and the compressor needs to be replaced... at my cost. The compressor will be covered under the manufaturer warranty but I must pay the $2700 in labor costs. This is a problem that should have been recognize or repaired from the beginning.I have had two independent contractors look at the invoices that I have from Falco heating and Air and all say that this was an issue that should have been seen from the very beginnig and that it is completely a company failure. The company that installed has since separated from their warranty department and they are two different companies. The warranty company said they will not do anything unless the builder gives them permission. This seems like a conflict of interest. I have also submitted a complaint against the builder, ********* as I hold both responsible since they seem to do what each other says. I am also contacting the company who made the compressor to get their take on the issue.

  

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond to this complaint and clarify what appears to be a significant misunderstanding.
  To be clear: Falcon Heating, Air Conditioning & Plumbing is a standalone service company. We did not install the **** system at this property, nor do we work with builders or their subcontractors. The company that performed the original installation is a completely separate entity, despite the similarity in name at the time. We are not affiliated with that company, their work, or their warranty processes.
  Our team was called in well after the system was installed, and any service weve provided has been an attempt to diagnose and resolve issues stemming from the original installation, which we had no part in. Its important to understand that builder-installed systems are often engineered for cost-efficiency, not long-term performance or system optimization. We can only work with what we find in the field, and in this case, what we found was a system designed and built by others, under builder-controlled specifications.
  The recently diagnosed compressor failure is not something we caused, nor something we had any opportunity to prevent. It is very likely that the failure was the result of installation choices or other construction-related variables. Again, factors completely outside our control.
  As for the labor cost of $2,700, this reflects the nature of the work involved. Replacing a compressor is a major job requiring ***-certified technicians, specialized equipment, proper refrigerant handling, pressure testing, system evacuation, recharging, leak detection, and final calibration. This level of work is never covered under a manufacturers warranty, which only applies to the part itself, not the labor involved in replacing it.
  While we sympathize with the frustration of dealing with system issues so early in homeownership, this frustration is ultimately a matter to take up with the builder and their installation contractor. We have done our best to provide honest assessments and professional service, despite not being responsible for the systems original condition.
  We remain available to help where appropriate, but we cannot, and will not, assume liability for design or installation decisions made by others.
  Sincerely,
  Falcon Heating, Air Conditioning & Plumbing

  Customer Answer

  Date: 04/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23105954
  
  I am rejecting this response because I need more information.  You say that the it was a separate entitz that installed the unit but it has a similar name.  So, who is that entity.  You also state that you attmpted to rectify or fix the problem but why I told each time that it was all good now when all you were really doing was putting a band-aid on a problem and that was never told to me so that I could go to the builder during the warranty period.  I do still put that blame on your repair people who have been coming out since June 2022 (3 times in that year)  I was told on the phone by ****** that Falcon that handles warrannty (FR&C) and Falcon heating and air just recently separated.  Are they owned by the same people?  I need more information to complete this investigation and find out why, when the problem seems to been obvious from your first email... was never disclosed to me my your company.  That in and of itself does not make me feel comfortable with your service.

  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/04/2025

  We appreciate the continued correspondence, though its becoming increasingly clear that the core issue is being directed at the wrong company.
  To reiterate what has already been stated: Falcon Heating, Air Conditioning & Plumbing is a standalone service company. We do not work with builders, and we did not install the **** system in your home. We have no record of servicing your property prior to January 2024. Any service performed before that time would have been completed by the builders contractor, *****
  Its also worth pointing outsince this continues to be overlooked, that we, like all contractors, do not manufacture equipment. Equipment is selected and specified by the builder, often with little to no input from the installing contractor, and certainly not from a service company like ours that wasnt even involved at the time. If theres dissatisfaction with the system itself or how it was initially installed, that concern should be directed to the builder and the parties they contracted, not us.
  Since becoming involved in 2024, **** conducted ourselves professionally, provided service based on what we found, and documented all work thoroughly. After a detailed review of our records, there is no indication that the system failure was caused by any work we performed. The compressor failure, while frustrating, is not uncommon in systems that may have underlying issues dating back to construction. Again, thats something we had no hand in.
  While we sympathize with the situation, the ongoing attempt to assign blame to a company that wasnt involved in the install, didnt specify the equipment, and wasnt even present until 2024, is both misdirected and unproductive. We're happy to stand behind the work we have done, but we will not accept responsibility for years of problems created by others.
  Sincerely,
  Falcon Heating, Air Conditioning & Plumbing

  Customer Answer

  Date: 04/23/2025

  With regard to this complaint and my response.  I have gone back through all of my invoices and although the complany seems to want us to think that they are two separate companies, I have the installation invoice and the warranty reparis as well as the follow up repairs (all for the same problem).  They all have the same website on them and warranty work and follow up cleanings or repair work were done by the same technician up until this past repair.  i have text messages to back that up as well as names on some of the invoices.  This all goes to show that what they clain was shoddy installation done by another company was really just that same company and their technicians should have seen the problem while it was under the warranty.  ****, the technician, dealt with this at least three times and just kept putting a band-aid on the problem.  

  I would like to change my desired response to their reimbursing me for another company to do the installation of a new compressor. I would also like for them to release me from my service agreement with a full reimbursement of my payment in March. I do not trust this company and would like this complaint to go on their record.  They are supposed to be an A+ BBB company but I cannot see this as being the case based on my experience.  Poor installation, not being able to diagnose the true problem and then putting the blame on another company as if it is not their own company, just another branch.  The installation record as well as warranty repair and other repairs invoices all have ****************** on the documentation and the logo is  identical.  They would have to think that the BBB and I am incompetent to not see through this.

  Thank you for allowing me to follow up to include my further research,

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

  

  Business Response

  Date: 04/30/2025

  We appreciate the follow-up. Regardless of who performed the original installation, the system was sold to the homeowner by the builder, not by us.
  Falcon Heating, Air Conditioning & Plumbing did not install the system and has no contractual obligation tied to that installation. We have no issue canceling the homeowners current maintenance agreement and will issue a full refund of the March payment as requested.
  However, we will not be covering the cost of repairs or labor for equipment we did not install. We sympathize with the situation, but it is a matter between the homeowner and the builder, not us.
  Sincerely,
  Falcon Heating, Air Conditioning & Plumbing

  Customer Answer

  Date: 04/30/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23105954
  
  I am rejecting this response because:  I understand that you are insisting that all work was done by a different company, but then why do the invoices from 11/12/2021 as well as 06/3/2022 and 9/11/22 all have your website listed on the invoice.  The same Technician "****" did the work under warranty as did the work on later invoices after 2024.  I have pictures of all text messages of **** arriving under invoices from Falcon - residential new construction, system design, installation and warranty and those from Falcon Heating, Air Conditioning and plumbing.

  Additionally, with regard to the work that was done.  from January 2024 and forward.  I have had two independent contractors look at the invoices and both have said that you all were only putting band-aids on a problem that should have been found while the unit was under warranty.  Your repair work was lacking and well over $440 dollars for work that was lacking at best.  The root problem was never addressed in 4 visits for the same issue.  This is inexcusable.  Only on the 5th visit, when the labor was not under warranty, was the issue found.  And that to the tune of $2700.  

  I maintain my stance that I an requesting reimbursement for the amount I have to spend to get a new compressor installed with another company as well as a cancellation and full refund of my service agreement.  You have not addressed the fact that all invoice paperwork that I have have the same website on them and the same technician has done most of the work. Yet, you claim it is two different companies.  That may be the case now but does not seem to have been the case back in 2023 and early 2024 when the work was performed.

  I can supply copies of all invoices as well as pictures of text messages from your company / companies letting me know when **** ****** was arriving. 
  
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/07/2025

  Dear all,

  I have added the **** repair bill for $1652.50.  From the notes you can see on the bill, if I understood Mr/ ****** correctly (He made notes on the bill), it becomes clear that the repairs that when the system was set for two stages, plus when rewiring, the system was not checked that there was enough Freon in the system and this caused major probleems.  I can get a statement from him if required but he assured me that his notes on the bill, make it clear that mistakes were made from top to bottom on this system.  Again, noting that the website ****************************** is on all documents (Warranties and repairs) I maintain that Falcom Heating, Air Conditioning and Plumbing is responsible for the faulty repairs and mistakes at installation.  Please take a look at the invoices and not that the logos are the same and on the bottom of the warranty invoices, it states, "Please review me on **************.  

  Please let me know if there are any more questions.  I hope that this added a paperwork will expediat a positive resolution to thsis situation.  

  best regards,

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

  

  Business Response

  Date: 06/25/2025

  In March 2024, Falcon Heating & Air Conditioning transitioned to focus solely on service work and adopted the name Falcon Heating, Air Conditioning & Plumbing. As part of this change, all new construction operations were restructured under the name FRNC. While we understand that the historical use of the same branding and website may cause confusion, the distinction now lies in scope of work: Falcon is now a service-only business and no longer engages in builder installations.

  
  That said, this matter has nothing to do with branding or company structure and everything to do with the original contract relationships.

  
  At the time of installation, the customer was Van ***** Homes, not Mrs. ********** The **** system was installed as part of the homes construction under a labor warranty provided to *********, which extended to the homeowner for up to two years from the settlement date, which in this case, was January 25, 2022. That labor warranty has expired, and no extended coverage was provided beyond that term.
  As for the opinion from ****** Heating and Air, we appreciate the insight, but ultimately, it remains an opinion, not a professional diagnosis made at the time of installation or during any documented service history. We have reviewed our own notes and records thoroughly, and there is no indication that any work performed by our technicians caused the compressor to fail. Further, the equipment itself is selected and specified by the builder, not by us.
  We have already agreed to cancel and refund the March 2025 service agreement payment in full, as requested. However, we will not be reimbursing for repairs performed by a third-party contractor on a system that we did not sell, specify, or warrant to the homeowner.
  We sympathize with the situation, however we consider this matter resolved.
  Sincerely,
  Falcon Heating, Air Conditioning & Plumbing

  Customer Answer

  Date: 06/27/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find and although I still disagree with their opinion of the assessment of the situation, would like a full refund of my service contract from March 2025.  Please intitate immediately.  As the daughter of a builder and having had a father who always did the right thing, I am dissapointed in both Van MEtre and Falcon as to their responses to this issue.  Not the type of company I choose to work with in the future.  Will only go local small business!

  
  Regards,
  
  ****** *********