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:04/14/2025

  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.

  about 1 year ago this company sold and installed a ****** **** system on a federal contract. within 6 months it stopped functioning. they sent a technician who replaced the thermostat but did not replace any wiring or furnace parts. On April ******* the **** system again stopped functioning. I called them and they told me they would not come and service the **** unit unless it was added to the duct cleaning contract. They want to defraud the *************** in my name for a clear warranty issue due to an improper installation and shoddy repair by their technicians. Note: the temperature has been below 32 degrees F at night and in the morning for the last 5-6 days. I am now coming down with a cold. In addition, my 2 cats are just laying around waiting to die!

  

  Business Response

  Date: 04/25/2025

  We truly value our customers and strive to provide the best service possible. In situations involving state contracts, there are specific procedures were required to follow. While the manufacturer warranty does cover parts, it unfortunately does not extend to labor. Our goal throughout this process has been to ensure everything is handled correctly so that you receive the best possible outcome.

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23203057
  
  I am rejecting this response because:
  If this problem was not caused by Ackerman's initial sub-standard and unprofessional work and repeated improper work less then 10 months ago then I would have agreed. However, as this is a labor warranty problem it falls 100% as a liability (both morally and legally) upon Ackerman's. Reading through the fluffy line of B.S. that is their entire response. They are actually holding this position in order to collect yet another service fee (x3+) from **** (note- not a state contract) for their failures and want me to carry the criminal liability they are knowingly attempting to create by defrauding the ******************* Must also mention that Ackerman's by their actions have devalued my home to $0 without a working HVAC system. Also reject their suggestion that I call another ************ as a joke. The Company that owns them has a monopoly in the local and semi local area. As they also own all of the other ************rs in this part of **************** and *****. If Ackerman's does not make good on this broken contract, I will make it my personal task to put them out of business permanently and I will not go away and will seek full compensation for my losses! 
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/19/2025

  May 19, 2025 
  Re: Response to BBB Complaint ID #******** **** *****
  To Whom It May Concern, 
  Thank you for the opportunity to respond to the complaint submitted by Mr. **** *****. 
  We performed this installation under *********************** a federally supported initiative 
  with which we have a longstanding and positive relationship. Under this program, all service and 
  maintenance requestswhether for warranty issues or otherwisemust be initiated through the 
  program coordinator. This process ensures accountability, coordination with the federal agency, 
  and proper documentation for any warranty-eligible work. 
  On or around April 11, 2025, Mr. ***** contacted our office to report an issue with his system. 
  Our **************** Representative courteously explained the required procedure and advised 
  him to contact the program to initiate service. Unfortunately, during this interaction, Mr. ******************** using vulgar, obscene, and abusive language toward our employee. As a matter of policy 
  and workplace safety, our representatives are trained to end calls in which they are subjected to 
  that type of behavior. We take seriously our commitment to a respectful work environment and 
  will not tolerate verbal abuse toward our staff. 
  Despite the tone of the interaction, we remain willing to assist with addressing any issues with 
  the HVAC system, so long as: 
  1. The appropriate service request is submitted through the Community Program as 
  required; 
  2. Future communications are conducted in a professional and respectful manner. 
  We categorically deny the accusations of fraud, improper installation, or unethical conduct. At 
  no point did our team seek to link service to duct cleaning contracts or defraud any party. Any 
  assertion otherwise is both unfounded and inconsistent with the facts and our documented 
  procedures. Furthermore, this installation was performed in accordance with manufacturer 
  standards, and prior service included a warranty-covered thermostat replacement. 
  We are also able to provide supporting documentation, including service records and call 
  recordings, to the extent necessary to clarify the facts and demonstrate the professionalism of our 
  team. 
  We remain open to working with the relevant program administrator to coordinate next steps and 
  ensure Mr. ***** receives the support he needs. However, we must reiterate that threats, false 
  accusations, and abusive conduct will not be tolerated and are not a productive path toward 
  resolution. 
  Sincerely, 
  ****** Dawson 
  ****** Dawson 
  General Manager

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23203057
  
  I am rejecting this response because:
  The response Ackerman's made is not wholly true. Initially, when I called I was told that it would be at least 5 days before they showed up and that I would have to contact *** and make arrangements and then sign a service call contract so that they could be paid. I informed Ackerman that the problem was a warranty issue. The same issue that was supposed to be fixed 6 months earlier and should not have occurred at all. For some reason the Ackerman crew, during the initial install, decided not to install new wiring for the new thermostat as contracted. Approximately 6 months later the system stopped functioning. I called for a warranty visit. A service technician showed up the same day replaced the thermostat and decided to reuse the failing wire harness. It should have been replaced with a new wiring harness that day. I inquired why it wasn't being replaced and was told he had no time to replace the wiring. I told him I wanted it replaced, or a wireless system installed. The technician said to call when it goes out again and that it would be fixed correctly at that time. So, this is clearly an Ackerman warranty issue brought on by both the installing techs and the later service tech. No contract or contact with *** was asked for at the time of the first warranty visit. Of course, I got angry with the employee (she was attempting to patronize me and involve me in an illegal act) on the phone when Ackerman's refused to honor the warranty as legally bound by contract. About an hour after the initial call someone else from Ackerman's called and told me to contact *** and sign a contract for a service call or they would not show up. I again refused to sign a contract for a warranty issue so that Ackerman's can charge a service call in my name. I was then told that Ackerman's only warranties their work for 1 year and that year expired. I then told him to cancel the scheduled duct cleaning as they could no longer be trusted by me and that I don't do business with crooks like him and I hung up. Since then I paid for a wireless system and to have it installed by another certified ************ at the cost of $425.00. Ackerman's needs to reimburse me immediately for this amount and the issue will go away. If not then I will recover this amount, plus court costs and attorney fees in court and file complaints with every consumer action agency in the country as well as blog to the entire world how Ackerman's does business. I will not rest until Ackerman's doors are shuttered permanently. My next act is to file a formal complaint with **** (the agency that has been paying for these projects). 
  Sincerely,
  
  **** *****