Complaints

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had them out to do maintenance on my air conditioner and furnace. They said I had a bad fan and a bad switch. They said it wasn't under warranty. It has a 5 year warranty with ***** They made me pay $1,000, gave me back $256 and said it wasn't covered under warranty. I have a 5 year warranty even though it's not registered with ******. I would like to get all of my money back.

  

  Business response

  08/14/2023

  Hello, I am sorry to hear about your I hope this message finds you well. We sincerely apologize for any inconvenience you may have experienced with your recent service, and we would like to express our commitment to addressing your concerns in a fair and satisfactory manner.
  First and foremost, we appreciate your feedback and want to acknowledge that we have taken your BBB complaint seriously. We understand that you were dissatisfied with the charges incurred for the maintenance rendered, and the replacement of the condenser fan motor, capacitor, and contactor in your AC system. We recognize the importance of clear communication and ensuring our customers are fully informed about the details of their service.
  Please allow us to provide some clarification regarding the service provided and the associated costs. While your AC system is covered by the manufacturer's 5-year standard warranty for parts, it does not extend to cover labor expenses. The replacement of these components was necessary due to their deterioration, which can be attributed to a lack of regular maintenance.
  In our efforts to find a resolution, we have already refunded the cost of the parts, totaling $256, which was covered by the manufacturer. However, we understand that you are still concerned about the labor charges.
  To further address your concerns and show our commitment to customer satisfaction, we are prepared to offer you an additional discount on the labor costs incurred. We highly value your business and would like to invite to further discuss this matter further and reach a resolution that meets your expectations.
  Please feel free to reach out to us at ************ so that we can speak when it is convenient for you. Our goal is to ensure that you are completely satisfied with the outcome, and we are willing to work with you to find a solution that is fair and reasonable.
  Once again, we apologize for any inconvenience you may have experienced, and we genuinely appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is our priority, and we look forward to the opportunity to make this right.
  Thank you for bringing this matter to our attention, and we hope to hear from you soon.
  Sincerely,
  **** ***********, Owner, Level 9 Heating & Cooling
  
  
  
  

  Customer response

  08/23/2023

  I resolved the issue with Level 9 five minutes ago.  

  

  Business response

  08/23/2023

  I received a phone call from ****** ******* this morning (08/23/2023) regarding this complaint. ****** and I discussed the work that was performed and came to a fair resolution on this issue as it is our intent to take the best care of our customers through understanding and resolving any complaints. ****** was charged $1,105.40 for repairs rendered on 08/10/2023 as well as an annual maintenance agreement (see invoice attached). There were 3 parts replaced on her system. The manufacturer did cover the cost of these parts ($245.56), which we intend to refund to ******. Additionally, we will cancel the maintenance agreement and refund her the amount ($25.00) for the maintenance agreement. We charged ****** for the labor time associated with the repairs and maintenance ($834.84). ****** feels that the work performed was not completed to her satisfaction and I plan to refund her accordingly. The initial charge of $1,105.40 will not be refunded via credit card because ****** has understandably placed a hold on that card.  I plan to issue a refund (via check) in the amount of $727.00. This $727.00 refund covers the cost of warranty parts which were ultimately covered by the manufacturer as well as $25.00 for the maintenance agreement, and $456.44 for repairs that were not satisfactory to our standards. We have not processed any refund(s) at this point. Once the complaint is closed, we will issue payment of $727.00. Her total amount invoiced will be reduced via refund to $378.40 ($1,105.40 less $727.00 in refunds). 

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the beginning of the year, we purchased a service contract with Level 9 Heating in Cooling. This would pay for them to come and service both of our air conditioning units prior to summer, and our furnaces just prior to winter. When servicing are air-conditioning units, we were advised that one had an issue and would likely need to be replaced. However, the gentleman was able to “Band-Aid” the concern or problem. They recently came to the home again to service the furnace. We were advised again that we would need to replace the furnace this time! However, this did not sit well with me. They turned the gas off to said furnace, stating it was dangerous to run, and it would blow off CO2. we do have CO2 detectors in our home of which none have gone off. We have not been using the furnace obviously. I trusted my gut instinct, and had two other companies out to check the condition of said furnace. The issues that Level 9 informed my husband and I of were nonexistent. We paid for a service That we expected to receive and not only did we not get the service we paid for, we also received false information which could have potentially caused us tens of thousands of dollars out of our pocket. Unnecessary money spent, too clearly a money hungry business. I certainly do not wish this experience , on any one else, I have called and notified Level 9 of this as well. I would like to be reimbursed the small amount of money that they did charge me to service my units, when they clearly did not do it properly.

  Customer response

  03/03/2023

  Level 9 Heating and Cooling has not responded to my attempts at resolving this issue.
  

  

  Business response

  04/03/2023

  We have completed (x5) routine maintenance services beginning 04/28/2020 with the most recent service being rendered on 09/28/2022 (invoices attached). 

  We apologize for any inconvenience or frustration you may have experienced during your recent furnace maintenance visit. We understand that you were upset when we shut off your furnace after recording carbon monoxide (CO) readings of 55 parts per million (ppm). Please know that our top priority is the safety and well-being of our customers and their families. According to governing agencies such as International Fuel Gas Code (IFGC) and US Environmental Protection Agency (EPA), the maximum allowable exposure to CO is zero ppm. Our technicians are trained to identify potential hazards and take appropriate action to mitigate them. In this case, we shut off your furnace to prevent further CO exposure and advised you to further explore potential issues with your heating system. When we detected levels of CO in your home during the furnace maintenance, we were obligated to take action to ensure your safety. 
  CO is a colorless, odorless gas that can be deadly if not properly detected and addressed. Symptoms of CO poisoning can range from headaches, dizziness, and nausea to more serious effects, such as unconsciousness and even death. We take these risks seriously, which is why we have strict protocols in place for detecting and addressing CO in our customers' homes during furnace inspections and maintenance visits.
  We understand that you may have been inconvenienced and unfortunately displeased with our findings, but we hope you understand that we deem this action necessary to protect your health and safety. This action was not a malicious or unethical business practice.
  We value your business and take all feedback seriously. If you have any further concerns or questions, please do not hesitate to contact me directly. 
  

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

  Customer response

  04/04/2023

  ********** ********
  I am rejecting this response because:

  If carbon monoxide would have been detected, the next company would have identified this as well and did not identify any carbon monoxide. The furnace worked just fine and did not need to be replaced nor did any part need to be replaced.  
  
  
  
  ********** ****** *******

*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. ↩