Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 23 I called ****** Plumbing and Air needing help with my HVAC. They sent out a tech who diagnosed. Problem was a leak in the system, needed Freon which I supplied, I paid the bill by credit card.. Technician ************************* then suggested that we could try a stop leak, which he would supply at a later date. No price was discussed, no agreement signed. On the 26th of June he brought out the stop leak and presented me with an agreement to sign (I didn't notice the price) and presented me with a charge of $603, which I reluctantly paid, knowing that it was way expensive. I'm sure this billing is not in line with industry standards. If we had discussed the cost beforehand I would have said no, 'cause it was so obviously out of line. I'd like a reimbursement and an apology from the company owner for allowing what I feel is predatory pricing.

  Business response

  08/09/2024

  Our service manager, *******, had been trying to call him but got no answer and the mailbox was full.

  Business response

  08/12/2024

  Our service manager ******* called and spoke to the customer regarding the issue. The customer agrees that he did sign and approve the work. 

  Customer response

  08/19/2024

  The service manager  (*******) finally contacted me and offered a $149 settlement, which I have not seen in my mail, and would still be amazed at the predation of this company. No agreement was signed 'till after the service was rendered.  I would never have agreed to the price. It was a gypsy shell game. If I don't get the $149 I hope I can rely on you to keep the pressure on 'till this is resolved. 

  Customer response

  08/21/2024

  [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 Administratively Resolved]

   Complaint: 22065626

  I am rejecting this response because: The service manager  (*******) finally contacted me and offered a $149 settlement, which I have not seen in my mail, and would still be amazed at the predation of this company. No agreement was signed 'till after the service was rendered.  I would never have agreed to the price. It was a gypsy shell game. If I don't get the $149 I hope I can rely on you to keep the pressure on 'till this is resolved. 

  I have still not received the settlement

  Regards,

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

  Customer response

  09/06/2024

  ****** Plumbing and Air did reinstate $149 back to my credit card.  This is pitiful, considering the amount of overcharge. This company is well known in the **** industry as being predatory, taking advantage of vulnerable elders like me. They need to be stopped somehow. if you need any more info let me know. Is there an avenue for elders to get them to stop? Particularly elders, who they seem to be merciless with. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was given an estimate on repair of AC unit on Tuesday 04/16/24 around 2 pm, the technician stated that the parts needed to be ordered by 3 pm so that they can arrive by Friday. After order was made the technician stated that, "If they come by Friday morning he could fix it, because that is a morning job, if not it will be next week on Monday." Called Thursday to see about part, at this time I was told that the part would be in Monday. Called Monday for them to tell me that part will not be in until Tuesday and that I was on the service list. It is Tuesday @ 4:45 and still no part or fixed AC unit. I have asked a supervisor to call me three times now and still no return call. All I get is a secretary or a dispatcher that have no idea what is going on or when for anything. Why tell me to order something so that it can come by a certain date and it does not arrive? This is false pretense.

  Business response

  08/06/2024

  The service manager and install manager had reached out to the homeowner directly, *************************. Unfortunately, parts shipment was something that we didn't have full control of.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unit isn't working!I had a service today and the technician, ***********************, stated I needed to have the Capacitor replaced. Well I notice earlier that my unit was not going off and when we settled in for the night we were just getting hotter and hotter. I changed the thermostat to air and waited and now it was registering at 80 degrees. No air only heat. I called at 8:53 pm and spoke with a representative and she stated an appointment wasn't available until Monday, really. so there's no one on call for weekends or after hours?

  Business response

  04/05/2024

  We refunded the disputed amount of $315.56 on 03/25/2024, for customer satisfaction.

  Business response

  04/09/2024

  This complaint has been resolved. We have reimbursed the customer what she paid the other company to come out and she is happy. Thanks.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new ac unit on July 30th, 2014 with a 10 year Parts, 10 year Labor and 10 year AC Compressor for $9100.00. At that time, a new AC Unit cost less than $5000 but they were the only company offering a complete 10 year warranty. I had them come do a complete home duct cleaning on 11/1/19 and they installed a home ionizer for $2700.00 to keep ducts cleaner. Earlier this year April 2023, the ac compressor went out and they quoted me a price of $3627.00 to replace. I showed them my contract and they replaced it a week or so later. On August 18th, 2023 I called them and told them the AC wasn't cooling and that it was 92* in the house. They said they would send someone the next day. A technician came on 8/19/23 and said it was a plug not fastened and charged me a weekend service charge of $159.00. I called them on Monday, August 21st and told them it still wasn't cooling. They sent a technician out on 8/24/23 and said they would have to order a part and they would be back in a week. I paid another service call plus their one year Cooper's Club $408.00. Another technician returned on 8/31/23 and said the other technician ordered the wrong part but decided to check the outside unit again. He then came and told me that the ac condenser had a leak and that he would have to order one. He said that was probably what was wrong with it the whole time. I asked him to make sure he ordered both parts to make sure. He said it would take about a week to get parts in. A week later I called and they said they still hadn't received parts. Another week passed and still no word from them. Finally on Wednesday, September 27th, 2023 a technician came to install parts. He first installed the AC Condenser on the outside unit. He said it was now causing the AC Compressor to work too hard and that I needed to consider purchasing a new unit from them. I told them that I had thought about purchasing a new one but that this one was still under warranty for another year. He said he would have to go back to the office and find out what they wanted to do. That afternoon, I got a call from their office saying that they would be sending another technician and their service manager the next morning by 10am. After they hadn't showed up by lunch, I called to see what was going on, they said that the owner would be calling me in the next few days to solve the problem. Here it is Wednesday, October 11th and I still haven't heard from them. I have called and priced a new unit from two different companies this week and was quoted $7500.00 from one and $7000.00 from other one. If Cooper's isn't going to honor their 10 year Complete Warranty they sell, people need to know not to buy from them. They shouldn't be listed as a reputable company in our town.

  Business response

  10/17/2023

  We tried multiple times to satisfy this customer to no avail. 
  

*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. ↩