Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Aug 2021 we purchased a new air conditioning heating unit from Climate Doctors of B/CS. Shortly after this purchase Climate Doctors was purchased by Barker Heating & AC. They took over servicing of our unit. From the start, we had issues with the unit, thermostat, heating and blower. I called repeatedly for service, several technicians said it was the thermostat. In July 2024 a thermostat was replaced, but the unit still did not cool or heat. I had a technician come out in November and I was told that the blower that was the problem. We agreed to go ahead and replace. When he came to replace it they told me it was going to cost $400 in labor. I was not given this information in advance, and I disagreed with it, as the problem went back to the beginning of the installation, and I do not feel I should be liable since they could not find the correct problem from the get-go. I did not let the job be completed. In January 2025, Barkers came out for our winterization maintenance. The day they came was the first time we turn the heat on to a different unit at the house, and we had an issue. When discussing the repair, I was told that the technician could also do the repair with the blower and labor for the other unit involving the blower. Total repairs for both units including parts and labor was to be $400. I agree to move forward. On Wednesday, January 15, the technician came to do the repairs, and told me he was informed that because they were offering me the discounted price, they would not warrantee the parts. I feel this is totally unacceptable, as the unit is still under warranty, and the parts should be as well. If you will notice both of these repairs total $400. I believe that Barker’s wants to get $400 for every job they do, but to fail to cover something under warranty, that is still under warranty, is unacceptable and poor business. I believe that the work should be done under warranty without charging the huge fee and leading their customers on.

  Business response

  01/16/2025

  The ******* residence has two HVAC systems that we have worked on. Main House system (System #1) is a Carrier 2.5-ton system with furnace and is a 2012 model unit. Unit #2 is an Armstrong 2-ton system consisting of a straight cool outdoor and an air handler. Unit #2 was installed by Climate Doctors in 2021. This unit has 10-year parts warranty and only came with 1 year labor warranty at install from Climate Doctors
  On 11/22/24 we went out for a “system not working “ service call. Our technician diagnosed the blower to be bad and needing to be replaced. We informed the customer at that time of the issue and that the part was under warranty but had to check if there was an extended warranty on the labor. The customer at that point wanted to check availability on motor and to get the repair scheduled early the next week due to incoming guests. Due to the limited availability on that motor, as the unit type is no longer made, we had to wait for the manufacturer to find the replacement. We finally were able to get back with the customer on 11/27/24 to have the motor installed under parts warranty, labor costs at $400. Scheduled with ****** ***** @11:25am for 11/27. At 2:10pm 11/27 Technician arrived to replace blower which the homeowner refused service because they did not want to pay for the labor. At this point the customer was refusing to pay so we did not perform the repair.
  On 1/7/25 we went out to home to perform the annual maintenance. While we were out, we found that the induce draft motor was running continuous on one of the units. Tech determined that the pressure switch was causing the issue and quoted a price to replace the switch on system #1 (old Carrier unit with no warranty). He also gave them a price to do both at same initial quoted price from before of $400 for the replacement of the switch and the blower. The discounted price would not include our extended 2-year labor warranty on replaced parts but would include the same parts warranty.
  On 1/15/25 we returned to replace the parts. Once the switch was replaced, the system started, fired normal the first time. But when the tech tried again the system would not ignite and would give the same code as previous and induce draft motor would run continuously. At that time, he called the service manager, and he determined that a relay for the induced draft motor was bad on the control board, which would also give the same code as the pressure switch for the induced draft motor. The tech then talked with Mrs. ******* about the findings and that he wanted to return with the service manager to assist in diagnosing the control board. She stated that she wanted to talk to her husband and will contact us.
  In my opinion we have done everything we can do to one take care of the customer given the circumstances, and have tried to compensate on pricing, while still trying to cover our own costs with items that are not covered under the warranty the customers have.
  If needed, we can provide our recorded phone conversations and the recorded service visits that we have with the customer to help shed light on the matter. Please advise is any other records are needed.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I don't have any issue except that **** from the Surgis did the work. He replaced a fuse box and he won't give me an itemized invoice. I want to know how much the item cost and how much was labor. In addition I want a reasonable amount of time to pay this invoice without **** threatening to take the equipment back and send my information to collections. It hasn't even been but 24 hours.

  Business response

  11/26/2024

  Hi, I'm sorry to hear you had a bad experience with the service. I have listened to all of the outbound calls the technician **** made to you and I don't hear any mention of collections or anything like that. I do see in the call history 8 attempted calls to you without a return call. The calls were an attempt to collect the payment on the job. Please give us a call and ask for *****. I will give you the information you are requesting and answer any other questions you have. We provide customer service communication training every week throughout the year. all of our employees are trained to speak respectfully to our customers even in difficult situations. I will be speaking with **** to discover and uncover if he said anything disrespectful. I will be calling you but, feel free to reach out to us in the meantime. Thank you! 

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We contacted Brown to run a gas line from the hook up to a new stove. They had included an install fee because we thought they would come back and install the stove once delivered. The timing did not work and we ended up connecting the oven ourselves. Brown agreed to refund only the charge to come back and connect the oven. This was acceptable. We had to contact them several times before they would issue the refund. They finally issued the refund on 11/11/24. However, we never received the refund. They send us a statement, but I also have bank records from that day that show we never received the refund. When we called to notify them, they just send us the attached document below. We had a great experience with the service tech who came out and were looking forward to using the company again, but we only want a refund on services not rendered. Any assistance would be greatly appreciated since they are not offering to remedy the situation. I have uploaded two documents, one from my bank and one from Brown.

  Business response

  12/31/2024

  We’ve reached out to the multiple times. We tried to make the refund in October, and it didn’t go through. We processed refund in December for the $251.77. I reached out to him again this morning and left a voicemail. I sent them a text as well. I’ll let you know when they respond.

• Initial Complaint

  11/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint Details: I have been a Willard Air Conditioning Plumbing & Electrical customer since April, relying on their services for routine HVAC maintenance. During their recent visit for heater tuning, I inquired about air duct cleaning. The technician verbally quoted $49.90 (not $4,990) for the cleaning and suggested adding a UV light for mold prevention, quoting approximately $3,000 for two units or a cheaper option for $1,600. I requested written quotes for the UV lights but agreed to proceed with the duct cleaning. The technician obtained my signature during the initial visit, which I believed acknowledged work completion. At no point did the technician explain that I was signing an agreement for a $4,990 service. The following day, the duct cleaning was performed, and I declined the UV lights. After completing the cleaning, I was asked for a check totaling $4,990 for the service. This charge was shocking, as the technician’s original verbal quote for the duct cleaning was much lower, and pricing was not communicated before I signed. Basic duct cleaning services for two systems typically cost less than half of this amount based on quotes from other vendors. I believe the pricing was misrepresented, and I feel pressured into paying an unreasonable and excessive amount for this service. I request that the company review this charge and adjust it to reflect the market standard for similar services. Desired Resolution: I am willing to pay for the duct cleaning but request that the charge be reduced to a fair and reasonable amount based on industry standards. Thank you for your assistance. Your Information: Full Name: ******* ***** Phone Number:************ Email Address: *******************

  Business response

  11/26/2024

  RE Complaint ********:

  It is not the company standard or process to proceed with any type of work and/or repair without written consent from the homeowner. The customer had service 08/19/2024 and was presented with options of work (08.2024 email out the work authorization) and the customer show to proceed with duct cleaning on both HVAC systems which includes duct cleaning from each grill in the home to the plenum, pull and clean both blower wheels, clean both evaporator coils in place, Clear both drain lines for a cost of $2495 per unit. The customer signed estimate as attached 08.2024.

  Being summer the company was too to schedule duct cleaning as this is a 2 man all day job and many customers needed ac replaced as they had no air.

  On 11/20/2024 the customer had the company out to perform basic maintenance on the heating systems. The technician again offered 4 estimates as attached and the customer chose to purchase the duct cleaning for both systems again as the estimate again is signed (see attached). 

  On 11/21/2024 Willard had 2 employees arrive at the customers home to perform the work he had requested per the written estimate and completed all work at the request of the customer. Upon completion the customer refused to pay saying that it should not cost that much.

  The customer clearly agreed to the price on more than one occasion and had several months to consider the estimate and chose this package. The customer told the employee to leave that she was calling her attorney. 

  Willard is willing to off a 20% discount to resolve the issue leaving the new balance $3992; and feel this is more than reasonable.

  Thank you for your time

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

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dent an charged extra payment of $29.90 to my credit card on 11/10/24. I purchased an annual HVAC service plan. It has already been paid in full with 12 of 12 monthly payments from 11/10/23 to 10/10/24. I called Dent on 11/11 morning and talked with ****** about the incorrect charge and need for it to be credited back. She said she’d forward the information to the business office. I didn’t hear back from them, so called back on 11/12 and talked to *****, my office contact for last year. I told her the extra charge needed to be credited back. She said she'd take care of it. I checked on 11/13 and no credit was applied. I called and talked to ***** again. She said she’d talk to manager and get the credit applied. I asked her how long it would take and she said immediately, same day. As of 11/18, no credit has been applied.

  Business response

  11/19/2024

  We will get that refunded asap. 
  im sorry for this inconvenience, please let us know if you do not receive it. 

  Customer response

  11/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: It says the money WILL be refunded. I have already been told this twice and it wasn't done. Also, I should not have to let them know if I didn't get it. They know if they apply the credit or not.

  Please respond when the money has been refunded, meaning CREDIT COMPLETED. I can then confirm and respond accordingly.
  
  Sincerely,
  
  ****** ******

  Business response

  11/20/2024

  I’m so sorry you have not received it yet, I spoke with my office manager. She last spoke with you and on 11/13/24. Your refund was processed in our system back to the original method of payment, it could take 5 to 7 business days in order to process back on your card, but on our end, this has been processed as of the date stated above.

  Customer response

  11/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the issue has been resolved.

  Some corrections, however, are needed to Dent's response. I did not speak to the office manager on 11/13. As listed, I only spoke with ****** and *****. The office manager, ********, called me on 11/20. She said a credit was processed on 11/13, but it was done incorrectly, so it did not go through. She spoke with Dent's accountant on 11/20 who processed it manually later that day. I can see a credit applied as of today, 11/22.

  Going forward, Dent should remember that saying you're going to do something is not the same as actually doing it and confirming it has been done. As shown, just because you processed a credit, doesn't mean it was completed and went through. Also, it's not right for a refund to take 5-7 days to get when they can charge a payment in 1 minute.  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a complete air conditioning and heating system on 5/18/22 for over $14,000 which includes the following warranties 10 years on condenser/compressor, 10 years on parts, 3 years on labor. The air conditioner started to leak through my ceiling so I called for service since I also have a 3 year service agreement on the warranty. A tech came out from Surgi's and told us Surgi's bought Taylor and Tyler but when I call the number 504-364-1411 they still answer Taylor and Tyler. The tech from Surgi's came to service the leaking problem and he told us the drain pan inside the coil was incorrectly installed and the charge to replace it was $1,700.00 for labor cost. I told them our warranty was still in place and he told me the manager will call. The manager never called so I called ***** at Surgi's who advised she talked to the manager ***** and he told her to tell me the unit has to be replaced because it was installed incorrectly and they'll pay half on a new unit and if I don't get a new unit they cannot service it any further. I'm still paying for the current unit and the warranty has not yet expired. I do not feel I should have to pay for something that has been installed incorrectly. I feel they should be responsible and correct what was installed incorrecty and honor the warranty.

  Business response

  11/18/2024

  We are really sorry this happened. We would like to get another technician out at your home to evaluate what we can do to solve this issue. One of our representatives will be reaching out to you. 

  Customer response

  11/26/2024

  11/26/24

  I am still waiting for someone from Southern Air to contact me. No one has called me back or tried to communicate with me, 

   

  Business response

  11/26/2024

  The installation was done by the company we acquired Taylor & Tyler. The installation was done before the acquisition and was done very poorly by that other company. The installation was done so badly the only solution is to remove the existing equipment and have new equipment installed. We are doing the best we can to help in this difficult situation because we understand you were expecting it to be done correct by the other company that installed it. In this specific situation we don't want to offer a band-aid quick fix as this may cause property damage. The only solution we determined is to remove all of your equipment and have new equipment installed. We understand this is not good news but we don't want to offer another quick fix and have more problems than when we started. We tried calling you but haven't received a return call from you. Please call our office and ask for the HVAC service Manager ******. We will do everything we can to resolve this and come to a solution. Thank you! 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2024 we had most units of our H/AC system replaced. MOLD began to form in our house but we did not notices the severity of it until September 2024. We had professionals from several companies review the damages. They said that the growth was from faulty installation of thee H/VC system through the plenum and provided photos to prove it. We said that to attain a quick and painless resolution, we would help with some of the payment for an independent cleanup in areas that they may not be certified. They offered to sell us additional equipment at a "reduced price" and then they would do the required clean-up. We and the professional inspectors have evidence that the additional equipment would not significantly help to solve the problem. They refused to further negotiate. A quick and simple solution was not attained so we request full restitution - correct the faulty installation and pay for the needed clean-up of MOLD that resulted.

  Business response

  10/21/2024

  Our management team is currently working with Mr. **** ******** concerns. Mr. **** ****** did purchase new HVAC equipment only from us. We did a professional job at installation and sent out multiple team members to verify. The issue is in the duct work. Mr. **** ****** did have a second company come out to verify the problem is with the duct work and not the new HVAC equipment or install. We have offered to fix the duct work issues at cost, which he has so far declined.

  Customer response

  10/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Sounthern  Air's response is based on false statement of facts.  The 2nd party review (IICRC Mold CERTIFICATIOIN trained) PuroClean report (See attached) states "the most likely cause is outside hot air infiltrating at some point in the HVAC system" and states and has photos to confirm that the major source is compromises of the plenum (the connection to the duct system).  The evidence of the problem is at the vents indicating a problem in the ducts but the source of the problem is an unsatisfactory connection made as part of the April 2024 installation by Southern Air.
  
  Sincerely,
  
  **** ******

  Business response

  10/28/2024

  I am sorry if there is any confusion.  I know I tried my best to explain this to you when we talked on the phone.  When we replaced your system earlier this year you only bought the equipment.  You never purchased any duct work with the system.  This issues you are having now is with the duct work.  We have come out and confirmed this as well as the other company.  When they said there was an issue with the plenum that is part of your duct work, and not part of the equipment that you bought from us earlier this year.  I believe that we have been more than fair in offering to fix those issues for you at cost.  

  Customer response

  10/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: the plenum is an obvious part of the  HVAC system required to connect the H/AC to the ducts.  In the many years that Service Experts/Southern Air has been doing semi annual inspections and cleaning, no one has ever indicated any promlem with the plenum or previously said it is not part of the system.   We had no problems with it prior to  so. Air's replacement of equipment.  It had to be connected as part of the new equipment installation.   A comment should have been made at that time if it was faulty.    We continue to request fixing mistakes and pay for resulting cleaning required.  We do not yet demand the company's slogan "fixed right or free" be required.

  Thank you.
  Sincerely,
  
  **** ******

  Business response

  10/29/2024

  Again, you are asking us to replace something that you did not pay for.  As stated, we would be more than happy to replace the issues in the duct work at cost.  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please see attached document for full complaint and timeline of events. Company - Surgi's Plumbing, Heating and Air 4308 Firestone Road, New Orleans, LA 70121 504-215-7445 Services rendered - Tunneling job under house, trenching beside house, replacement of cast iron pipes. Estimated time was 7-14 days (14 being if there were issues) beginning on 9/21. Total job took 6 1/2 weeks with several issues and delays. Cost ~$42,000 Complaint 1. The job took 6 1/2 weeks versus the 14 days they quoted us. 2. The original quote was for tunneling, but the job ended up being trenching beside the house which an employee admitted was cheaper. 3. The company left many jobs undone. They left several feet of cast iron unreplaced. It took 2+ weeks for me to get a plumber out to see that and finally replace it. They never reinstalled the toilet (we had to do that ourselves). Then the work crew removed pipe from under the kitchen which was unauthorized, and not apart of the original job. When I discovered this, the pipe had been cut and unreplaced for 4 days (the kitchen sink draining into the ground). When I called the manager he had no idea why this happened, and eventually chalked it up to communication error between him and the crew. Clean outs were buried in the ground and inaccessible. 4.Manner in which they left our property. Because the job took 6 1/2 weeks instead of 2, a large portion of our yard, grass and garden was destroyed. We will have to pay to repair the yard. 5. Communication and failure to show up for appointments. There are six different times when the plumbers told me they would show up to the house, and then either canceled or no call/no show and I had to track them down myself. 6. On 10/14 manager ****** agreed to pay out a $5,000 refund "immediately", stating he could cut the check that afternoon. He has since not returned my calls. I would like a refund for $10,000 and for other consumers to be warned that this company is disorganized and dishonest.

  Customer response

  10/25/2024

  10/18/24 - I went to Surgi's to pick up a $5,000 refund. We did not discuss the BBB complaint.

  10/23/24 - A city inspector visited *** ********** and stated that the permit was still open, the inspection has not been finalized. I called the city of Kenner and spoke to a woman named *****. She said that the inspection for the *** ********** had failed twice due to a plumber from Surgi's not showing up to meet the inspector.  She also stated that a plumber was supposed to meet the inspector that afternoon with pictures to resolve the inspection issue. 

  This was all new information to me, as ****** texted me on September 26, 2024 that the inspection had passed (screen shot attached). He then made two text references to waiting for the certificate.

  That afternoon, I e-mailed ***, ***** and ****** from Surgis. requesting the certificate that ****** stated he had.

   

  10/24/24 - *** replied via email that ****** was going to the City of Kenner that day to get the certificate and she would send it to me asap.

   

  10/25/24 - I spoke to ***** from City of Kenner Code Enforcement again. She said that ****** did not show up on 10/23/24 or 10/24/24 to resole the inspection certificate issue. 

  I have requested records from the city proving that we did not pass inspection, and I am waiting to receive those documents. Not passing inspection means that I have an open permit at *** **********. Per City of Kenner, until that permit is closed I cannot file for any other permits (which means I can't have work done at that house). This could also cause problems for me if and when I go to sell the house. 

  Business response

  11/18/2024

  We contacted this customer and the issue has been resolved. 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Without any prior notification to me on September 15, 2024, Hi-Tech came into my backyard to access the sewer line for work being done on another property (easement access). Removed my stockade fence and a fence post in order to dig up sewer line. Cracked my sewer pipe(this has been repaired). When I talked with ***, she stated that the fence would be put back with the post replaced and the panels affixed as they were prior to removal. There are back hoe tread marks past the 20 feet from the easement into my yard. There is debris left in my yard. Have been told on numerous occasions this will be resolved. Fence post has not been put back. Panels are leaning on a temporary fence post. Someone was supposed to be at my home today (10/16/2024) to make this right. ******* called this morning at approximately 8:55 to check and make sure I was going to be home during the 8:00-12:00 window for them to come. She also told me the tech would call before coming. No call from technician, no show. I have shared photographs with the company of my fence, my yard, the damage to my sewer line. I have been told more than once this would be resolved. I would like for my fence and my yard to be put back the way they were before all of this began.

  Business response

  10/16/2024

  I’m the general manager for Hi-Tech. We knocked on the door three different days leading up to the day of the fence being removed with no answer. I knocked on her front door the day we started the repairs and got no answer. I left a business card in her front door to try to make some type of communication with the land owner. As we always do when we can’t make communication with the land owner, we do our best to make sure the property is taken care of. After completing each day we put a temporary fence up so the land owners dog was able to roam the yard freely. The tracks in her yard were from the backfill. The work being completed was in an easement which legally we have the right to gain access without any type of consent. We finally were able to talk to the land owner and let her know we needed the dirt to settle into the ditch so that when we did put the fence post back it would last for some time. As for us *breaking* her line, we found a temporary repair had been made on her drain line previously. Hi-Tech was able to cut the bad section of her line out and installed a new section and would love to offer a warranty for that repair to ensure quality. We did in fact have a tech come out today 10/16/24 and completed the request of the land owner. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was lied to about a plumbing job that was preformed on 10/3 - 10/4. My cold water was repiped through my attic, and in doing so, I had originally asked if I could have it done where I would have no fittings in my attic at all. After being told that can't be done, I asked how many I would have up there and I was told, and I quote "No more than 3." I have 5 up there, and the company has done nothing to try to make amends on this front. Now, I wasn't told I had 5 until after the work had already been completed, meaning that I had no opportunity to tell them I no longer wanted the work done, since they finished before even offering up that information. I have a long list of other reasons I'm very unhappy with Hi Tech, but those are insignificant compared to what I described above.

  Business response

  11/19/2024

  We have spoken to this customer several times about this complaint. In order to attempt a satisfactory response we have given several discounts on the repairs performed at the customer's home. We spoke on the following dates over the phone:
  10/07/2024 10:13 AM 24m 10s
  10/08/2024 09:29 AM 3m 50s
  10/08/2024 03:18 PM 12m 28s
  10/09/2024 03:33 PM 7m 41s
  10/11/2024 03:16 PM 3m 46s
  10/14/2024 08:30 AM 5m 16s
  10/14/2024 12:36 PM 1m 21s
  10/14/2024 12:54 PM 7m 57s
  10/16/2024 03:17 PM 3m 14s
  10/17/2024 01:35 PM 1m 29s

  In addition to several attempts to satisfy the customer with accommodations the discounts given to the customer total $2,334.56. Hi-Tech has taken this matter very seriously and has attempted to bring the customer to a satisfactory result on many occasions. The customer had additional leaks after we performed our repairs, we offered to fix the additional leaks at no charge and the customer had already hired another person to perform the repairs. Hi-Tech reimbursed the customer for the cost of the additional leaks being repaired, in addition to the discounts given.

*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. ↩