Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new HVAC system from American Plumbing, Heating, & Cooling for a total of $14,000.15. Included in that total was the purchase of an additional parts AND labor warranty for the cost of $1000. Our unit was installed on July 9, 2024. We’ve been given the runaround when we inquire about receiving the labor warranty certificate. Since our installation in July, we have placed multiple calls that were not returned. When we finally got a reply, we were told to register the product on the manufacturer’s website. However, that was a lie. That registration process ONLY applies to a limited ONE year PARTS warranty that is included with the product from the manufacturer. It does not apply to the separate TEN year parts AND LABOR warranty that we paid for and that the installer is responsible for registering and issuing. American PHC has stolen $1000 from us for a warranty certificate that we did not receive. My partner’s name, David ****, is on our contract. However, I own the home and the checks written for the purchase were in my name.

  Business response

  10/02/2024

  I’m not aware of any of this.  I will need some time to research and find out what is going on.  We typically don’t sell labor warranties.  I have a contact that I can call and get the labor warranty for you.  I just need to verify with our paperwork and your invoice.  Please give me a couple days but I will take care of anything to make this right if we owe you something.  Thank you for letting us know. 

  Customer response

  10/10/2024

  
  Complaint: 22369246
  
  I am rejecting this response because: It had been 8 days and I have not heard any further update since the first response. 
  
  Sincerely,
  
  ****** ******

  Business response

  11/15/2024

  They’ve been reimbursed. It’s attached. 
  

  Melanie Dean
  

  Customer response

  11/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22369246, and find that this resolution is satisfactory to me.
  

  My partner decided to call the Milton branch one more time to address our issues. We were able to get in touch with one of the owners. She quickly and without question reimbursed us for the labor warranty that was dishonestly sold to us by former employees. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I’m very disappointed in what I was promised and what I have received from southern efficiency now called American heating and plumbing. I decided to purchase a brand new unit with this company; however, they did not install it properly stated by the technician and later the supervisor stated it was also in the notes but doesn’t see it as a problem because different people install them differently. Unfortunately, I was continuing to have problems with the unit not sure if it’s related to the improper install or something completely unrelated. The unit has had to have refrigerate added several times since the install and they have attempted to charge me a fee every time but after having to explain why I shouldn’t be charged for the fee they reluctantly have taken the fee off In the first year I believe. Each time they come out to “fix” the problem they claim they can’t find the problem (a leak). I’ve called asking to talk to a supervisor to address the issue in hopes to resolve the problem. However, the receptionist just laughs in response and states “I’m the one in charge there’s no one else here. The owner is out of the country”. I’ve spent several thousand dollars on a brand new unit that doesn’t work better than my old unit that was on its last leg which is sad. I feel scammed. Before you use this company, despite reviews, do your homework so you don’t make the same mistake I did. Update: A supervisor reached out to me the following day after the initial post assuring me that their technician, Brandon, would be in touch to schedule coming out to find the issue with the unit. After checking the unit Brandon initially stated he couldn’t find anything wrong but he assured me that he was going to keep trying to diagnose the issue. Brandon then called me back about 30 mins later stating he found the issue which was a “TSXV stuck wide open” When asked what that was he said it’s an electric valve. I don’t know much about HVAC so I can only assume that this valve being stuck open for the past two years hasn’t been great for the unit as a whole but what can I do about that now? What I wish I had known before purchasing a new unit with this company. Be mindful when they sell you on the warranty. They claim the unit is under warranty for the first year but In my opinion/experience, they made sure that they couldn’t find the problem within the first year when they knew and I knew there was a problem. After the first year, the warranty drops to parts only, and “all” you pay is labor. This is where things get scammy. Here’s what happened to me so you can get a clear picture of how they make money off of a bad unit/install. Brandon, the technician, quoted me for 5-6hrs of labor which was a total of $1,075. Before completing the service I discussed this price with the supervisor because this has been an ongoing issue for a couple of years even when my unit was in the first year under full warranty. After a lengthy discussion, we finally agreed on $600 being fair — keep in mind I’ve been having ongoing issues with this brand new unit since day one with it being improperly installed and now being charged for something that the unit has been having issues with since about 7 months after install. Anyway, It only took Brandon 3 hours to complete the repair. When I attempted to call the supervisor to discuss this and to inquire about reducing the charge since it only took half of the time the receptionist stated the supervisor was on vacation and wouldn’t be back till next week. I inquired about the labor rate with the receptionist and she stated “We don’t have labor rates the technicians just come up with quotes by the job… this protects you as a customer in case we go over the hours we quote you.” However, this did not “protect me” nor do I think it will protect others in this situation. I just wish someone would have given me a heads-up on the warranty gimmicks before purchasing from this company

  Business response

  03/13/2024

  This complaint was on a company that we had previously acquired. I actually spoke with Miss Rosalynn today before I received notification of this complaint.  I have solved this matter with her as I want all of our customers to know that we at American Plumbing Heating and Cooling always value our customers concerns, and that I as the CEO of this company will always be available and will listen to their concerns.  I will alway do everything in my power to find a way to resolve anything that goes on. 
  

   

  Thank you Miss Rosalynn for taking the time today to speak with me and allowing me to make a wrong right.  
  

  Thank you 

  Jonathan ****

  CEO / American PHC 

  Customer response

  03/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21422162, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Roslynn J****

*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. ↩