Complaints

• Initial Complaint

  01/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This issue spans from October 26-December 24, as the last communication. Whitney Services was recommended by homeowners insurance to repair a fan. The company did not complete the job for what they were hired and refused to refund the $460, claiming it was non-refundable. Additional $100 was paid to the homeowners insurance. Whitney Services not only not show up to the initial appointment, but also, did not arrive on dates or times agreed upon and would frequently not communicate with us. Twice Whitney Services ordered the wrong fan size, which had to be returned. Due to me being a disabled man, my son had to come from ********* to help bring the box inside the house on two separate occasions. In the end the company stated that they were not able to complete the job and refused to return the money. The technician that originally began the job took the cover with them and brought the wrong one. Finally, during the last communication on December 23rd, technician brought back the original cover and attached it. As seen in the pictures attached, the cover is bent, the wall and ceiling are scuffed up, and the job is not completed. Whitney has not made any further communication attempts. The homeowners insurance has refused to help resolve this issue.

  

  Business response

  01/16/2025

  We apologize for this series of events. We did have an issue trying to order the original parts. There was a lack of communication on our end. This is unacceptable and we have coached our team on best practices. We will be issuing you a refund as requested. Thank you for your understanding. 

  Customer response

  01/17/2025

   
  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,
  
  **** **********

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 21 March 2024 Whitney Services came out to my mom's house to look at an issue with her plumbing in her master bathroom. Her name is ******** ********. I am her daughter. I paid for the service. Whitney identified that the faucet and shower valve needed to be replaced in the bathtub in her master bathroom. They said that Pipe needs to be modified (re-routed) in order to replace the faucet and shower valve. The cost was 321 dollars out of pocket expense. On wednesday 8 may 2024 Whitney Services came out to her house and did the work. Within a few days she noticed that there was still issues. On 6 August 2024 another company came out to her house to fix the issue. They discovered that the technician from Whitney did not complete the work properly. That company said that the tub diverter was improperly installed. Specifically, leaks were coming from the shower. On the tub diverter itself it was leaking due to Whitney using Chlorinated polyvinyl chloride (CPVC) sharp pipe which was improperly installed and causing the leak. I called Whitney Plumbing and explained the issue did not get repaired correctly and asked for a refund. A refund request was supposedly placed. I've called Whitney Plumbing several times over the past couple of months and am told that it is sitting in queue waiting for a supervisor to approve the refund. Everytime I have called I have been led to believe that the money will be refunded but that it was waiting for a supervisor to approve it. Today (25 September 2024) I called again. I was told that the person who does the refunds is on vacation. I asked to speak to the supervisor who would approve the refund and was told it was the person who went on vacation. I am not all sure of what is going on with them but I would like the 321 dollars refunded due to the issue not being repaired.

  

  Business response

  09/26/2024

  We sincerely apologize for the delay. Your refund is being processed. 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The guy came out he was here 25 minutes. He unpluged the dehumidifier and plugged it back in it came on but no water in bin. He never checked the humidity thing in side the unit like ****** said Yes he ******d how to fix error c ode e 9. So did I before I called I am a senior female and do not know of such issues. It.keeps going back to e 9 error code. I can unplug it and plug it back in but the same thing happens. I've tried calling the company all week they will.mot call me back. I just want them to finish fixing it, or what did I pay for!!! Can you please help me? Thank you. I have no paper work because it was all done on a computer I payed cash.

  

  Business response

  08/20/2024

  We apologize as this shouldn't have happened. We have scheduled a different technician to come out and diagnose the problem at no charge. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whitney services was selected for us when our a/c untitled went bad from american home shield warrenty. We have had non stop issues for months dealing with them. They came out and said our refrigerant was low and will need re charged. We did that and cost us hundreds of dollars and was told it was working and fixed. That night I returned home and it worked for 40 minutes then stopped. The same thing it did before. They came out and said our coil was bad. Then I received a call from whitney who told us they could swap the coils for 1300 or do an upgraded unit for 4400. I told them I would have to think about it. Then a week later the *** from whitney contacted me. He went through a bunch of upgraded options with me but now said they could do a new like for like unit for 1800. We decided to do that. Later that day he called back and said they can't do a like for like he mis read the paperwork and can only swap the coils for 1300 or do an upgrade for 4400. I needed to think again. A week goes by and a a different employee calls from whitney and tells me they can now do a like for like for 1500. I told them let's do it. I also asked him are you sure 3 different times because the ceo said no after he told me he could a week ago. He assured me he could and I got off the phone to call my wife to make the payment. He then called back and stated he read the paperwork wrong and could replace the coils for 800 now or a upgrade for 4400. I'm not sure why there are so many different numbers. But I want the like for like I had been told multiple times on a recorded line.

  

  Business response

  07/05/2024

  Good morning. I have taken some time to look over your work order. Upon reviewing it, it looks as though different options were offered, Like for Like vs upgrade. With each of those options the cost varies. Someone from our office has spoken with your wife on 7/3 and she states that she is going to review the cash out option with your warranty company and then will advise if you are going to move forward with the installation. I hope this has helped clear up the confusion on the differing amounts. Thank you. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Whitney T Holding LLC regarding a service issue with my **** system. The service was assigned to me by my ********************** American Home Shield, on 5-27-2024 On May 27th, a technician from Whitney T Holding LLC came to my home to inspect my **** system, which was not blowing cool air. After some initial inspection, he mentioned that the system needed refrigerant. He made several trips to his van and then informed me that he was consulting with other technicians via a group chat. Shortly after, he abruptly packed up and left without resolving the issue. Prior to his visit, the **** system was running but not cooling. After he left, I noticed that my thermostat was no longer powered on, and the system displayed an error code indicating no power to the unit. I texted the dispatch number and was told that the technician had left notes instructing me to rotate the disconnect key to restore power until a replacement part could be installed. I am not a technician or an electrician, and I found this situation unacceptable. On June 4, 2024, at 2:27 PM, I texted again to inquire about the status of my service request. Since then, all correspondence has been met with the same response: "I will have the **** manager reach out to you." This has been consistent across texts, calls, and emails. Furthermore, during the initial service visit, the technician broke a service tool in my AC lines, rendering the system unserviceable. Realizing his mistake, he left without addressing the damage he caused. Whitney T Holding LLC has not responded to my requests for updates or calls since then. This lack of communication and failure to resolve the issue has been extremely frustrating and inconvenient. I am seeking immediate action to resolve this matter, including the repair of my **** system and proper communication regarding the status of my service request. I expect a prompt response and resolution to this complaint.

  

  Business response

  07/17/2024

  Hello, we did send a technician out on 5-27-24 to inspect your AC unit. He found that the compressor cap was bad and the fan would not spin. He replaced the compressor cap and the unit functioned. He then found that the air supply was only getting down to 56 degrees. He checked the refrigerant of the 1981 system. The technician did note that the disconnection key needs to be rotated to turn the power back on for the unit to partially operate until replacement. On 6-3-24 the warranty company requested another diagnostic be sent to them. On 6-4-24 the warranty company then asked for the specs on the coil and would get the pricing over. On 6-5-24 a cash in lieu was offered. A quote to replace the unit was given on 6-11-24. On 6-13-24 the quote was resent and the manager discussed the details as the unit was too old to fix and needed replacement. On 6-14-24 you declined the cash in lieu. On 6-18-24 you sent a message stating you would like the replacement covered by the warranty without any upgrades. On 6-19-24 the warranty company confirmed the decline of the cash in lieu and to move forward with the job. Approval from the home warranty company was authorized on 6-20-24 and you agreed to move forward with the $1945. On 6-26-24 you sent a message for clarification. On 6-28-24 we went over the modifications with you per the invoice and a new invoice was sent. Then on 7-1-24 you made payment for $1997.17. We ordered the parts. On 7-15-24 the new AC unit was installed. We thank you for your patience during this process and hope this resolved the issue.  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our home in October 2023 and bought a home warranty through American Home Shield. We field a claim and they contracted Whitney Services come out to access the unit. They told AHS that it was normal wear and tear and the unit was old, however, the unit is not old and is still under manufacturer warranty. The claim was denied due to the false information. I have a letter from the company that installed the unit stating is is still under warranty. They charged me $125 for the service call and now want me to pay $750 for the part that is under warranty through Lennox.

  

  Business response

  07/23/2024

  When the technician originally came out he found a leak and a part that needed to be replaced on the unit. The $125 was paid to the warranty company per policy as this is the deductible for the claim. The $750 is for the refrigerant needed for the system. The refrigerant is not under warranty or covered by the policy. No money has been collected towards the needed refrigerant. We apologize about this misunderstanding.  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Whitney T Holding LLC regarding a service issue with my **** system. The service was assigned to me by my ********************** American Home Shield, on 5-27-2024 On May 27th, a technician from Whitney T Holding LLC came to my home to inspect my **** system, which was not blowing cool air. After some initial inspection, he mentioned that the system needed refrigerant. He made several trips to his van and then informed me that he was consulting with other technicians via a group chat. Shortly after, he abruptly packed up and left without resolving the issue. Prior to his visit, the **** system was running but not cooling. After he left, I noticed that my thermostat was no longer powered on, and the system displayed an error code indicating no power to the unit. I texted the dispatch number and was told that the technician had left notes instructing me to rotate the disconnect key to restore power until a replacement part could be installed. I am not a technician or an electrician, and I found this situation unacceptable.On June 4, 2024, at 2:27 PM, I texted again to inquire about the status of my service request. Since then, all correspondence has been met with the same response: "I will have the **** manager reach out to you." This has been consistent across texts, calls, and emails.Furthermore, during the initial service visit, the technician broke a service tool in my AC lines, rendering the system unserviceable. Realizing his mistake, he left without addressing the damage he caused.Whitney T Holding LLC has not responded to my requests for updates or calls since then. This lack of communication and failure to resolve the issue has been extremely frustrating and inconvenient.I am seeking immediate action to resolve this matter, including the repair of my **** system and proper communication regarding the status of my service request. I expect a prompt response and resolution to this complaint.

  

  Business response

  06/13/2024

  Good afternoon. I have taken the time to investigate your work order, here is what I found. We were onsite 5/27 and did a proper evaluation of the system. The technician was calling tech support for your system. It was recommended he replace the compressor cap. He did so that did not work. He again called tech support and broke down with them the steps he took to diagnose. The age of the unit is 40 years old. We submitted the request to your home warranty company that the unit needed replaced based on tech supports recommendation. We did leave the disconnect key off, as they unit was not cooling anyway. The technician noted the account if you called and wanted it on, to simply turn it back on. He would never recommend you do something if it was not safe. 05/27 we submitted the notes and recommendation to your home warranty company recommending replacement and asking for authorization to do so. We received the answer back on 06/05/2024. Your warranty company reached out to us on 06/05/2024 to let us know that you were considering taking a cash out. That automatically freezes the process of your work order until you make a decision. 06/11/2024 our HVAC department reached out to you with some upgrade options as we had not heard back from your or the warranty company if you were taking the cash out. 06/13/2024 Our HVAC manager spoke with you again and sent additional information and we are just waiting for you to decide which option you would like to go with so we can get you taken care of. Thank you. 

  Customer response

  06/26/2024

  I have a few points of disagreement and some additional concerns to address:
  
  The technician did not attempt to replace the compressor. 
  The manager reached out but refused to provide an invoice detailing the work to be done or the items I would be paying for.
  The invoice mentioned that I would receive HVAC on the first invoice and have the furnace replaced, but it is my AC that was supposed to be replaced.
  The technician broke a service tool in my AC line set, which has caused further issues.
  Communication from Whitney has been lacking throughout this process.
  Moreover, a considerable amount of time was spent trying to persuade me to upgrade the system, which was not my intention.
  
  Could you please address these issues and provide a detailed invoice outlining the specific work to be done and the associated costs?

  Customer response

  06/26/2024

  The response is not satisfactory. 

  

  Business response

  07/29/2024

  On 7/15 we installed the new AC at your home.  In reviewing the work order it appears everything has been resolved at this point. We have addressed these communication breakdowns and failures you experienced with our staff and are confident this will not happen again.  Being that your project was being run through your ********************** many of the issues you were experiencing with clear answers and speedy timelines were out of our control as we waited for updates from them and all of the approvals and billing went through them initially. We no longer do any HVAC work through your particular warranty company but do still work with several others successfully. Please accept our sincerest apologies for the troubles you encountered. When working directly with us there are no "hoops" to jump through and we are able to immediately resolve any issue within someone's home the right way the first time while on site. I believe the initial invoices you were receiving were coming from your warranty company and once the details with them were sorted you did receive an invoice directly from us with the requested detail. Please let us know if anything is not resolved for you and we will work to get it done.  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Whitney T Holdings was assigned to us by our home warranty company AHS. We had technicians make several visits to our home to "repair our hot water heater". The issue began 10/2023. After much back and forth and even paying for services that were not necessary on our old hot water heater (descaling, $250) the request was put in and approved for a replacement. There was much back and forth between myself, the warranty company and Whitney T Holdings once the replacement was approved. I had to even track down the unit myself by calling venders in order to provide them an order number. The new unit was finally installed 1/30/24. No permit was pulled by the technician (at least I was not made aware that one was obtained). But to make matter worse, we started experiencing the same issues with the new hot water heater. This prompted us to get a 2nd and 3rd opinion of the unit. Both opinions were SHOCKING. Both discovered the same exact issues with installation. Basically, our hot water heater was installed incorrectly. We were also at risk of carbon monoxide poisoning and even a possible fire since our exhaust was rotted and not replaced but instead was put together with tape. We were advised to unplug the unit and shut off the gas to it. The technicians from Whitney T Holding were not confident at all from the very beginning when working with this unit. At that time, they should have admitted to not knowing what they were doing instead of guessing and putting mine and my families lives at risk. Here we are 6 months from the original complaint with the warranty company and we are again without hot water.

  

  Business response

  04/13/2024

  After reviewing your work order, we have found the following: The permit is pending payment on your part. Once you pay the permit fee, the permit can be filed. Additionally, we have attempted to send a senior plumber to take a look at the water heater, you have denied us access to do so. Safety is our absolute number one priority, we cannot fix things if we are not allowed access. Your warranty company orders the water heater. We have no control over how long they take to order it or where they order it. We expressed your frustrations on several occasions and I personally made those calls to try and help. I understand every frustration you have, I would like the opportunity to send someone back to see what's going on. 

  Customer response

  04/16/2024

   
  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. Yesterday, 4/16 two skilled and senior technicians came to my home and reinstalled the water heater. Their work was quick and efficient. They were extremely thorough and kept me informed each step of the way. I am greatly appreciative to Whitney T Holdings for rectifying this issue for us. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  American home shield sent them out to fix our furnace. After a week they came out 3/18. Did not finish. Now they will not return calls & our furnace is not complete. We dont even know if it is safe. Its a gas furnace. We could have a leak, or a co2 leak. Also, the thermostat is broken and will not turn off & is heating home to 80 degrees. I feel like this is a huge safety concern and Chase extension 103, does not seem to want to address the issue or return calls

  Customer response

  03/21/2024

  This was resolved quickly.  I received a phone call from the owner. He understood & was actually great to do business with.  If my complaint can be removed or updated to show it was resolved quickly & professionally that would be great!  

  

  Business response

  03/31/2024

  The complaint has been addressed. In the complaint comments from the customer she asks that the complaint be removed. She is satisfied. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whitney Services, ******* Whitney and Whitney Holdings LLC have left the home of a ********************************************************************************** the house. Assuming trust of their ability to diagnose why our power grid was being overwhelmed by a hairdryer, they were scheduled to diagnose and fix the issue. The what I believe to be unlicensed electrician they sent out told me he shook something loose and rendered the power to half our home dead and then followed up by also alerting us to the fact that he had no ability to even diagnose the issue. Now we cannot even turn the breaker back on to at least use the power without any sort of appliance until a diagnoses can be made due to his incompetence. He additionally broke a perfectly good bathroom light fixture and didnt even alert me to the break. I had to discover it myself. Whitney Services did not contact me to apologize and schedule a follow up appointment. I had to call them 2 times to get any information and get something scheduled. Now they tell me it will be 6 days before they can even send another individual out to assess the issue. 6 days finding broken glass on the floor that were missed by their electrician, 6 days without power to every bedroom and my only bathroom with a shower. Our home has tight corners and it gets dark by ******************************************************************************** the dark. The stairs in our home are steep and we havent a clue the extent of the damage their electrician caused as they wont find another electrician to take care of the mess they caused within a reasonable timeframe. 6 days is unacceptable when your team caused the outage and additional damage.

  

  Business response

  01/09/2024

  Upon reviewing this case, I see we did experience some difficulty finding parts and had to reschedule a couple times because of that. Communication for that was sent to the primary person on the account, *************************. I show ********************* as a secondary person on the account. This is the way we received this work order from the home warranty company. The technician called the office as soon as he left and was very honest about breaking the fixture, and asked that we get whatever was needed to make it right. If you should be the primary person for communication on this policy, please call your home warranty company and correct that so that further communication is not delayed, resulting in unnecessary frustrations. We apologize that it took so long to resolve the issue. 

*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. ↩