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:06/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Action Heating & Cooling has destroyed my carpet due to their negligence with installing a furnace improperly. The failed to set the drainage properly which caused a large amount of water leakage to go into the finished part of the basement soaking the carpet and causing huge stains. Action heating/cooling was hired through the energy efficient program. As soon as we noticed the carpet was soaked we immediately contacted Action about it and they sent several people out on several different dates within the last month. The carpet damage has been documented and confirmed it was caused by Actions negligence. They have sent out White ***** cleaning service to attempt to clean it first. However white glove does not believe it will be able to fully clean it plus with the amount of water that was under the carpet will cause mold. On top of that I just had a kidney transplant 2 days prior and can not be exposed to chemicals. White glove cleaning suggestion to Action was to replace the carpet based on the information stated above. *********************** (Account Manager) with ******************** has provided nothing but poor customer service and failing to reply to any messages left for him. I contacted his manager ************************* (vice president) and she has now stated that the damage was not caused by Action and they will not be replacing the carpet. They went back on what they said they were going to do and now they will not do anything. This is a major health issue because of the mold that is most likely being created under the carpet. Action heating and cooling needs to step up and take responsibility for the damage they caused due to their negligence. I requested their insurance information to file a claim and ***** has declined providing any information.

  Business Response

  Date: 06/23/2023

  On 5/30/23 we went to the address as part of the emergency furnace program to look at a furnace that was not working properly.  It was determined that the furnace was in poor condition and needed to be replaced.  The collector box was leaking water and the drain trap was broken and in very rough shape due to age lack of proper Maintenace.   On 5/31/23 we replaced the furnace and return on 6/2/23 for quality assurance testing.  The technician found the A-coil leaking and that the drain pan needed to be replaced.  The following day while fixing the drain pan the evaporator coil was damaged accidently.   Action heating replaced the evaporator coil the following day at no charge. 

  The homeowner had placed fans on the portions of the carpet that was wet and when it was checked the carpet had essentially already dried out.  Action Heating & Cooling send a mitigation company to look at the carpet and extract any remaining water at the expense of Action Heating & Cooling.  The homeowner's brother expressed concerns at the time about stains that the water had supposedly left.  The mitigation company explained that they could clean the carpet, but chemicals would need to be used.  The homeowner's brother refused further work by the mitigation company.  At no time did the mitigation company state the carpet needed replacement as a result of our actions. 

  There is no reason that this carpet should be replaced because if became briefly wet.  Action has provided a quick and thorough remedy this situation.  At no time did Action deny the water came from the A-coil.  However, many of the stains were not a result of Action's work, the carpet is old, previously stained and in overall poor shape.  Should the customer at later date want a professional carpet cleaner to return we are willing to pay the cost for the cleaning.