Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my AC from Hales. I've used their services in the past. My last service was in August of 2024 at which time I purchased a service maintenance contract. Hales has been calling my home and sending me emails since September 2024 to set up a service maintenance visit. However, the person who was calling was trying to sell me a service maintenance contract. When I said I had purchased a contract 4 months earlier the Hales *** said they didn't have that information. I also asked why I needed a service visit since my unit had been serviced 4 months earlier. I was told that the August service visit didn't include a service maintenance visit. A service maintenance visit is different than a service call. I was very uncomfortable with that answer. This Hales phone call was sounding like a scam.I attempted to set up a service maintenance appointment but was stopped by the ****** *** request to know the age of my unit. I said, I purchased the unit from Hales, I have a customer relationship with **********************, you should know the age of my unit because Hales has been calling and emailing me. The *** said she couldn't set up an appointment unless I provided the age of my unit, because Hales requires that information before an appointment can be made. The company couldn't send the correct technician unless I provided that information. None of this made any sense. Why is this business pushing a new contract when a contract is already sold? Why is this business pushing service maintenance visits when the unit was recently serviced? Discomfort level very high. Seems like a scam. Will no longer do business with Hales

  Business response

  11/20/2024

  Good afternoon,

  The customer called in and asked us to come out and service their system that was not cooling properly back in August 2024. During service calls for non-working systems, we do not perform our tune up service. Those are completed during scheduled maintenance calls. Our call center was calling to schedule their complimentary tune up, which is included in their maintenance agreement. After listening to the phone call between the customer and our call center, this was all described in great detail to the customer. 

  There are certain questions that are required to be answered on the call to ensure we are sending the correct technician out to the customer's home. We do not want to waste customer's time by not sending the correct technician out the first time, so we ask preliminary questions on the phone while scheduling. All of those questions asked are part of our scripted phone call process and all customers are asked the same questions without any concern. 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 22, 2024 Hales insisted that I make a payment directly to **********, the manufacturer of the air-conditioner, to order the replacement compressor for my air-conditioner that was only 2 years old for $906.71 since they did not have a direct account with Stylecrest. This was for my rental and my tenants had to temporarily move out, since they are old will health issues. Days went by without the shipment received, so I called another air-conditioning company to come out and take a look and they simply bypassed the heat pump and charged me $50 for the service. They also told me that there was nothing wrong with the condenser. I called Hales and Stylecrest to cancel the order and Hales said that **** Bark would refund me without them understanding that I paid Stylecrest directly. ***** ****** ************ returned the unit back to Stylecrest and Stylecrest only refunded me $488.53 for "restocking fee". I called ***** and **** back **** times, to be compensated for the company's misdiagnoses of the problem and the difference of my cost of $458.18. I have been getting the run around ever since and need your help.

  Business response

  11/05/2024

  Hello, 

  Our response to the above complaint is that we cannot provide a refund to this customer as we never charged her anything for a compressor that she needed to repair her system.  She insisted we order a compressor from a third-party vendor which we typically do not do.  She had to provide her credit card for us to order it as an HVAC dealer.  

  In the meantime.  She had another company come out and did a patch type of repair to get her up and running.  We do not subscribe to that type of repair and maintain that she needed that compressor.  We do not accept other companies diagnostics.

  Unfortunately, there is not much that we can do as it has nothing to do with us.  The company she used to source the part through us refunded her half of what she paid which included a restocking fee.  We offered a complimentary maintenance ($275 value) and she did not accept the offer. 

  Sincerely,

  Hales AC

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 26 August 2024 I called ****** A/C services as my A/C was out they sent over a technician he recommended we put in coolant. He said that our unit was older and that over time they lose coolant. I paid $379 for this service. We had to call the company back on 8 September, as the A/C was not cooling the apartment. They sent a different technician who recommended that we get a new A/C unit. However, he added more coolant in which I paid an additional $280. The next day the A/C was no longer cooling. We scheduled the company to come out to provide us a quote on a new unit. The salesman came out and told us that he would refund us our money if we bought the new unit from ****** A/C services. As a matter of fact he would not leave the quote or sent the quote to my email address. He said that there was no way I was going to receive a refund unless I agreed to sign a contract to purchase a new unit from him. We sent $659 and we have to live in a hot apartment. I told the salesman that I realized that they performed a service but that service did not last and that I should receive some of the money back. He said he talked to his supervisor and that I could not have a refund. I should not have to purchase a new unit from this company in order to receive a refund. I look forward to hearing from you.Kind regards *************************

  Business response

  09/13/2024

  Dear **************, Thank you for reaching out and sharing your concerns. I sincerely apologize for the inconvenience youve experienced and for any frustration caused by the situation with your air conditioning system. Our goal is always to provide our customers with clear guidance and reliable **********************, and I regret that your recent experience did not meet your expectations.

  I would like to address your concerns and clarify the steps we took during our visits to your home

  Refrigerant Issues and Recommendations: On both occasions when our technicians visited, they recommended performing a leak search and repair prior to adding refrigerant. Adding refrigerant to a system that is leaking is only a temporary solution and, as explained, the refrigerant will continue to leak out until the underlying issue is addressed. While we respect your decision to proceed without the leak repair, this unfortunately means that the refrigerant added was only a short-term fix and not a warranty-covered repair.

  System Age and Recommended Actions: Your HVAC system is 10 years old, which is near the end of its typical useful life. Our technicians identified that the likely cause of the refrigerant loss is a leak in the coil, a repair that can be costly (estimated between $2,000 to $3,000). Given the age of your system, our professional recommendation was to consider investing in a new system rather than making expensive repairs on a unit that may continue to have issues.
  Refund Policy and Resolution Proposal: We understand your concern about the payments made for the refrigerant services. Since refrigerant is a consumable and no warranty is provided for refrigerant recharges on systems with leaks, we are unable to offer a direct refund for those services. However, we are committed to helping you move forward in the best way possible.
  As a goodwill gesture and to assist in resolving your cooling issues, we are pleased to offer you the following options:
  

  Option 1: Credit Towards a New System:
  I am happy to credit the $659 spent on the refrigerant services towards the purchase of a new HVAC system. I can offer you a new ******* system, including the Air Handler Model AWST24 and Condenser Model GSXN40224, fully installed with all necessary services (permit, crane service, duct cleaning, a 10-year parts warranty, a 1-year labor warranty, and a complimentary WiFi Programmable Thermostat). The total price for this installation is $7,540, but with your credit, the final price would be $6,881. Payment plans are available, with monthly payments of $104.22/month on approved credit. This offer includes a 1-year supply of filters and a free year of maintenance to ensure your new system runs smoothly.
  

  Option 2: Partial Refund:
  While our policy does not typically allow refunds for refrigerant services, as a sign of good customer **********************, we are willing to offer you a partial refund of $300 if you are not open to replacing the system. To accept this offer, we would ask you to sign a release against any future claims and agree not to post additional negative reviews and to remove any negative reviews already posted.  I have included a copy of this agreement in this message, if you would like to go that route let us know and I will send you one via Adobe sign so you can digitally sign it and then we can release the refund. 
  

  I hope these options reflect our commitment to making things right and providing you with a fair and reasonable resolution. If you would like to discuss these options further or explore other solutions, please do not hesitate to contact me directly. We truly value your business and want to ensure that you have a functioning and efficient cooling system in your home.
  Thank you again for bringing this matter to our attention. We appreciate your patience and look forward to the opportunity to continue serving you.
  

  Kind regards,
  *******************************
  ***************** Service

  Customer response

  09/16/2024

   
  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.
  
  Sincerely,
  
  *************************

  Customer response

  10/01/2024

   
  Complaint: 22278510
  
  I am rejecting this response because:
  
  I have uploaded my response, but I have not received any additional information. What is the next step?
  

  Customer response

  11/20/2024

   
  Complaint: 22278510
  I have not heard from the business since my last reply in October.

  Business response

  11/20/2024

  there were two options proposed and we did not get a response as to which option they wanted to move forward with. we tried reaching out to the customer with no response. 

  Customer response

  11/21/2024

   
  Complaint: 22278510
  I am accepting the option to receive $300 with signing the release form. Please see attached again.

  Business response

  11/21/2024

  Will have my office manager process the refund today.

  thank you 

  Customer response

  12/09/2024

   
  Complaint: 22278510
  
  I am rejecting this response because:
  As of December 9th, I have still not received the $300 credit to my credit card.

  Business response

  12/09/2024

  Good afternoon,

  this was refunded on November 22 and a photo of the receipt was sent for documentation to Ms. ****** I  made sure to attach the refund for reference. There is nothing else for us to do on our end.

  Thank you

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

  General Manager-- ****** **

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a previous maintenance agreement with *****************, but we did not desire to purchase a new maintenance agreement with the company because we have not been happy with their service. I DID NOT EVER give the company to keep my payment information in their files, and I'm pretty sure that it is illegal for the company to maintain such records without a person's consent. I received a "low balance" notice from my bank, and I was a little concerned because I have not been using the account. I logged on to my online banking, and was shocked to see a charge of $203.88 deducted from my checking account -- done without my knowledge or consent. In addition, I was not maintaining a large balance in the account, so the charge ******** the account, leaving me with a $35.00 overdraft charge. I cannot believe that a company would deduct money from someone's account without their knowledge or consent, but it just goes to show how low they will stoop to get business. I DO NOT want to do any further business with ******. My husband and I purchased an A/C maintenance agreement with another company. I am expecting a full refund of the $203.88, in addition to the $35.00 for the overdraft charge that was incurred.I have included a copy of the charges in my complaint.(I am 62 years old, but my husband is 79 years old, also making this a crime against an elderly person)

  Business response

  07/30/2024

  Good afternoon, 

  ***********; reached out regarding this matter back in June and we immediately refunded the amount. We also reimbursed her the $35.00 for the bank draft fee that was accrued due to insufficient funds. Her maintenance agreement was set up as an auto-renew agreement, which has been cancelled as well. Please see the attached documents showing the refund, reimbursement, and cancellation of her maintenance agreement.

  Please let us know if there is any additional information needed for this claim. 

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

  General Manager-- *****************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Hales come to my home as my AC was not cooling my house. They came out and told me I had a leak in my evaporator coil and it would cost $3,855 to replace the coil. They then told me that I needed a kickstarter replaced however it badly damaged my unit so it was recommended that I just replace the unit. **I was also told my unit was no longer under warranty (I was told warranty expired last month - unit is 5 years old), although I told him that it was under warranty for parts for 10 years.I paid Hales for a kickstarter, one unit of freon and for a service agreement (which they recommended as it would get me discounts on anything I purchased. Total cost paid was $663.I had a second opinion company come out (can provide their invoice if necessary). Theyt told me my unit was under warranty for parts for another 5 years, and there was no leak in my evaporator coil. They also did not see any issues with my AC unit. They also told me that there was no kick starter on my unit. I have left several messages for the owner ******************************* who will not get back to **** spoke to one of the office managers who told me she would refund the service agreement for $275 and would look into refunding me for the remainder of the bill. She has not given me the refund and has not gotten back to me to date.

  Business response

  05/20/2024

  Thank you for bringing your concerns to our attention. At Hales AC, we take customer feedback very seriously and aim to resolve any issues promptly and fairly.
  Upon reviewing your case, we would like to provide the following clarifications:

  Our technician confirmed that your AC unit does indeed have a 10-year parts warranty. However, this warranty does not cover labor costs for replacement or consumables such as refrigerant. This distinction is standard in many HVAC warranties.

  During our visit, our technician identified several issues:
  - A weak capacitor that was out of specification.

  - The system was in need of a Tune-up 

  - Low refrigerant levels, indicating a potential leak in the evaporator coil.

  You agreed to:
  - A system tune-up.
  - Replacement of the weak capacitor.
  - Addition of refrigerant to temporarily restore cooling.
  

  The total cost for these services was $663, which included a service agreement aimed at providing you with discounts on future purchases and services.
  

  Its important to note that refrigerant leaks can be slow, and while another company found the system working shortly after our service, this does not negate the initial issues identified. As refrigerant leaks continue, they will eventually cause the system to malfunction again.

  We offered a goodwill refund of $275 for the service agreement. We remain willing to process this refund upon your acceptance and signing of our standard release form.
  We assure you that all work performed was necessary and agreed upon by you before we proceeded. Our aim is to ensure your system operates efficiently, and we acted in your best interest based on the issues identified.

  If you wish to accept the refund of $275, please sign the attached release form, and send it to ********************************************* and we will process the refund of $275 promptly.

  We appreciate your understanding and cooperation.

  Customer response

  05/21/2024

   
  Complaint: 21735904
  
  I am rejecting this response because:
  The information provided was completely inaccurate. The worker that came out very clearly told me on more than one occasion that I did not have a warranty coverage for parts for 10 years they told me the warranty was expired for parts and labor as it expired after 5 years. He also told me that he put a kick starter on my unit, not a capacitor, and if you look at the receipt for what I paid for I was charged for a kick starter.
  Additionally, I was not told that I had a tuneup. I never agreed to have a tuneup as well. My receipt does not mention a tuneup so if that was what he was asserting, the service was not  provided.

  I was originally offered the $275 refund of the service agreement with the promise that your office manager was going to investigate further, including reviewing the pictures taken of  my unit. I was not told that was in full settlement. I told her that I would accept the $275 refund with the hopes that the remainder would be refunded as well however, I did not hear back from her. I was told she would get back to me.
  Sincerely,
  
  *************************

  Business response

  05/21/2024

  We are more then willing to help keep customers happy but we will also not be taken advantage of, We feel our offer is more then fair, We will withdrawal the offer May 24th at 5pm if we have not received our signed release.  We have nothing further to add, or negotiate. 

  Thank you 

  Customer response

  06/05/2024

   
  Complaint: 21735904
  
  I am rejecting this response because:

  My biggest concern is that the invoice that I originally included includes 3 items that I paid for:  

  A service agreement

  A kickstarter and 

  Freon

  The invoice also states there is no warranty on parts (The technician told me numerous times that my warranty expired after 5 years)

  
  

  The owners response stated that I did have a warranty and the technician put a capacitor on my unit.

  
  

  First of all, if I had a warranty the price for the part would have been covered under my warranty, and that there is no kickstarter on my unit.  

  (There is a capacitor of course, but if the technician told me I needed a capacitor I would have explained that I had another company replace my capacitor about 2 years already.)

  
  

  I am willing to pay for the freon, but not for the part that is not on my unit and not for a service agreement that I do not need.

  
  

  If you review the documents I provided along with the responses you will see the discrepancies. 

  
  
  Sincerely,
  
  *************************

  Customer response

  06/25/2024

   
  Complaint: 21735904
  
  I am rejecting this response because:  Please review the invoice that I received from Hales and compared it to what the owner stated in his response. The invoice listed a part that they installed that was not on my unit (The second opinion that I received documented that as well as the owner admitting that part was not on my unit in his response)  ( The owner mentioned another part that was installed that I wasnt even aware)  Additionally, the invoice that Hales provided me stated that there was no warranty on my unit , however in the owners response he confirmed there was a warranty. If there wasnt fact the warranty and they did install a part, The part shouldve been covered. If you look at the documents I provided, and my responses versus the owners responses he did not address or answer my questions or issues. The only service they provided was adding Freon, which I stated I was willing to pay for, beyond that there was nothing that they provided,
  
  Sincerely,
  
  *************************

  Business response

  06/25/2024

  She just provided her receipt with her authorization signatures to do the work, including a listing of the work that was completed and paid for. The 35/5uf is the kickstarter We consider this issue closed, there will be no further responses from our company 

  Customer response

  06/28/2024

   
  Complaint: 21735904
  
  I would appreciate it if you would respond and directly answer the questions issues I have provided. Specifically, if you look at the invoice, it clearly states that I did not have a warranty. Therefore, they charged me for parts that shouldve been covered. Also, there is no kick starter on my unit, if you would like to set up a time to come out and look at my unit you could see there is no kick starter and installed. Im asking for my money back for a part that was never placed on my unit and for a service agreement that I was sold because I was informed that my unit was no longer under warranty and I needed a new unit , those are reasonable request. I am willing to pay for the Freon. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/13/2023 we contracted Hales AC to replace our HVAC unit in our home. Installation was fine. In October, ******* from Hales called to schedule a City Inspection but then told us that Hales' license had expired with the ******************* and they needed to update it. In November I called to follow up on this. The office asked for an acceptable date for the inspector to come and told me it was scheduled. The inspector never came. I called again and Hales said that they would have ******* contact me. He did not. Over the next few months I continued to call Hales to get this resolved. I was told that ******* would call me, that the inspection was scheduled, etc. None of this happened. January 24, 2024 Hales sent a technician of theirs to the house to do a preliminary inspection ahead of the city inspection. He found that the insulation around the wiring needed to be upgraded. February 16, 2024 a Hales tech came to the house and upgraded the wiring. Since then I have made multiple calls to Hales and they have told me ******* would call to schedule the inspection or that they have scheduled the inspection. 3/12/2024 I call Hales demanding to speak to ******* or ****** to get this resolved. ******* calls later that day and claims that I have previously been told that Hales has been blocked by the ******************* for transferring the permit or license to the new owner. He tells me that I don't need to worry about it and the permit will close on its own. 3/21/2024 I call *********** permits department - they tell me my permit is expired, Hales has a valid license, the permit has ********************** listed as contractor, and that I need to pay for an extension on the permit. I sent payment 2 days later. 3/26/2024 I call ******* and leave a voice mail demanding to have this resolved and a call back within 24 hours. I call ******************************* and leave a similar voicemail. I called the office and spoke with ******* who assured me she would email everyone and they would contact me. They have not.

  Business response

  04/08/2024

  I hope this message finds you well. First and foremost, on behalf of the entire team at Hales AC, I want to extend our sincerest apologies for the confusion and inconvenience you have experienced regarding the **** unit installation in your home. We recognize the significance of your concerns and are committed to resolving them promptly and efficiently.
  We understand that communication regarding the City Inspection and licensing issues has been less than satisfactory, and for that, we are truly sorry. It's our responsibility to keep our customers informed and to ensure a smooth and stress-free service experience, which we regrettably failed to deliver in this instance.
  To address the core of the issue, Hales AC underwent a change in ownership, which included a transition to a new qualifying agent. This transition caused an unexpected delay in updating our license with the ********************. However, I'm pleased to inform you that Hales AC is fully licensed, with our new license number being **********. This license is up-to-date and compliant with all necessary regulations.
  Regarding the permit for your **** unit, I want to reassure you that it has been successfully transferred to Hales AC under our new license, and an inspection has been scheduled. We have taken steps to ensure that you, the homeowner, are fully involved in this process. Our team has confirmed that the necessary improvements to the insulation around the wiring have been made, and everything is now in order for the City Inspection.
  I understand that our previous communications may not have provided the clarity and assurance you needed. Therefore, I want to make it unequivocally clear that your permit inspection is a priority for us and has been officially scheduled. Our team will be in constant communication with you to confirm the date and time, ensuring no further misunderstandings occur.
  Please accept our apologies for any stress or inconvenience this situation may have caused. We are dedicated to rectifying this matter and ensuring that your **** system is fully compliant and functioning optimally. Your trust in our services is invaluable to us, and we are committed to restoring that trust by handling this matter with the utmost urgency and attention.
  Should you have any further questions or require immediate assistance, please do not hesitate to contact me directly. Your satisfaction and peace of mind are of paramount importance to us.
  Thank you for your patience and understanding. We look forward to resolving this matter to your complete satisfaction.

  Customer response

  04/19/2024

   
  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.The business scheduled the City inspection soon after I filed the BBB complaint. The City inspector arrived Monday April 15 as scheduled. The inspection passed and the permit 23-9000643 shows the inspection complete, Thank you for your assistance. I hope that Hales is able to rectify internal issues that caused this problem, especially that "*******" constantly failing to communicate and then finally providing illegal advice of ignoring the permit and it will close. I would like to use Hales again for service in the future as I have for over a decade but I am concerned about their accountability and reliability at this point.
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately, ***************** was sold to a new owner some time back. The difference in service and ethics is black and white. Since the new ownership, I have been price gouged by being charged an excessive amount for something I did not need, and charged a monthly rate for what I do not know, as I did not receive any service. Their marketing is borderline harassment and extremely aggressive. I would like a refund for the monthly charges they have been charging me for uncompleted services. Please refund my ***** charges for the past ************************************************************* Otherwise I will file claims with my credit card.

  Business response

  04/01/2024

  Hi *****, your ***** a month payments is for the Tune-Up provided to you on 04/03/2023 and your membership.  The cost for the was $203.88 and you chose the option to have the work completed upfront and pay for it over the next 12 months with a monthly payment of $*****.  This membership also saved you a significant amount on 07/13/2023 when your AC system needed a repair.  You save $30 on your diagnostic fee + 20% off the repairs.  The total savings for this repair added up to $179.75.  

  I am unable to refund these charges because you have received the tuneup and the benefit of the membership for a full year. I am able to cancel your membership and you will no longer be charged after the finial payment which will be withdrawn this month. 

  George 

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Hales A/C since 2017 when i moved into a 28 year old air condtioner and called immediately. I requested a 5 Sier Trane. And got a 2 ton straight cool comfortmaker with a heat strip. I did not even realize that i paid ****. for a smaller less efficent unit. Meanwhile they came every year for service calls including 9/20/2022 and the tech found my unit perfectly running and guranteed it till 9/20/2023. Then on December 16th, I was called about my this years service call and they went from 129.00$ to 203.77$ and the tech went upstairs and found 3 things i suddenly needed a 278$ lightning detector a 278$ hard start kit and a 1006$ leak kit. So making the call 4 months later for 2800$ incuding parts and the call and subesquent call for more money. That was half the price of my unit. I then called for a 2nd option and there was no die leak and the lightning protector and hard start kit were between 30$ and 70$ not 278$ each. This unit was under warranty from 9/20/22022-2023. And in 4 months I was brutally ripped off. I went in person to complain and hales sent the same man out the next day to find the leak and charge me for the repair. I had to call Hales and report what do you think i was doing yesterday? I second *******'s December complaint and something has to be done to overcharging, greedy, people,. It was suggesed to me that the caps were loose like a bicycle tire tire but that cant happen under 350 pounds psi. I never got any readouts from this 2nd Hales man. And i have no records of a service call , just charges. This company has got to be stopped. Its sheer errogance. And no offer of a settlement being that the prior tech said everything was perfect 4 months earlier. Sad state of being.

  Business response

  01/17/2024

  Hi ******, we took a look at your file and system.  ************** recommended two upgrades that protect your system and extend its life the Hard Start Kit (which makes your compressor work better and last longer) and a Surge protecter which protects the electronics from power surges, both of these are optional add ons that you chose to purchase when they were presented to you.  He also discovered your system was low on refrigerant and suggested that we preform a leak search and repair, you agreed and he proceeded to add additional refrigerant and a special UV dye that will help us find the leak (they are often very small and undetectable) it takes several days for the dye to work its way out, this is why we booked to come back our a few weeks later to investigate what is going on. You cancelled this return visit. 

  Your system has a parts warranty but not a labor warranty, none of these items are covered under a parts warranty.  I am sorry you feel that we have done something improper but these were items you chose to invest in, both were authorized and paid for by you before we completed the work, in fact we still need to come back to complete the leak search.  

  Please contact us so we can finish what you paid for an ensure the system will not lose its refrigerant which will lead to a much more expensive repair.  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 14, 2023 I called ****** A/c Service. I purchased my ac system from ****** through an arrangement with ******* April 29, 2020. On July 15, 2023 approx. 6:00 pm the service technician arrived. The technician indicated his supervisor said he could not repair the system unless I agreed to pay for freon and any other related parts. My system is still under warranty. The warranty indicates that I am *********** have all parts covered for 10 years. The system is only 3years old; therefore, the warranty is good for another 7 years.

  Business response

  07/18/2023

  Hi, your parts will be covered for 10 years but you only purchased 3 years of labor warranty.  It clearly says 3yrs labor on the invoice that you uploaded with the complaint.  3 years has passed since your unit was installed.   We will get you the parts free of charge but you will have to pay the labor to have them replaced. 

  Customer response

  07/19/2023

   
  Complaint: 20327624
  
  I am rejecting this response because: I am appalled and confused. How can an HVAC repair company share this false response in the middle of a heat wave? After all, I am a senior citizen trying to survive in this heat wave! The technician sent to my house specifically stated that my system was no longer warranted. In fact, he indicated that the "Comfort Shield Warranty" that I had expired after 3 years. I showed the technician my warranty papers, but he said his supervisor indicated that was not part of my records. Therefore, I had to agree to pay for the entire repair or I could not have service (as indicated on my original compliant).

  At this point, I am in desperate need of air conditioning. I can not trust or rely on this company considering their unprofessional behavior.
  
  Sincerely,
  
  *******************

  Business response

  07/20/2023

  The labor warranty is expired but we will send someone out to fix this free of charge, this time. 

  Customer response

  07/27/2023

   
  Complaint: 20327624
  
  I am rejecting this response because:the service technician that was sent to my home on 7/25/23 indicated that the service call is free, but I had to agree to pay $900.00 labor cost to replace needed part. He also indicated that he could add some freon to cool the house until it leaked again, but the damaged part needed to be ordered. He could not indicate if the needed part is available or when it could be installed. I agreed to adding the freon and ordering the needed part. This is getting too taxing. I am trying to endure, but the air conditioning is not working again. 

  As of today (7/27/23, 3:00 pm) the air conditioner is not working. I called Hales' this morning, approximately 10:00 am, to get an update. My contact, *****, indicated she would return my call with the requested information. I am waiting on her follow up. 

  
  
  Sincerely,
  
  *******************

  Business response

  08/31/2023

  This has all been taken care of, we provided over $3000 worth of free parts and labor.  

  Customer response

  09/01/2023

   
  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.
  
  Sincerely,
  
  *******************

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