Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  12/11/24 **** from Champion Comfort came to determine electrical needs to replace the old gas range with an induction range. Old range was "hard-wired", so needed a 240V socket for new one. He spoke very rapidly about the benefits of Champion's annual contract, waving his tablet in front of my face, which I could not read, and convinced me to pay $243.39 for this with a credit card and a finger signature. I have no record of what I signed, other than a charge on the card. He returned on 12/20/24, installed the socket, demanded I pay $309.67. He refused to remove the old range, which he had agreed to do on 12/11/24 in exchange for our giving him a trash compactor. After a heated exchange, he finally, using my hand cart, removed the range, but left it on the driveway (I was charged $50 by ****** to remove it). I asked **** to cancel my account with **********************, and finger paid the charge, again with no record of what the charge was for, other than the charge on my credit card.12/19/24 ****, HVAC man for Champion came for a complementary inspection. He emphasized leaking coils, which were no longer available for replacement, excessive mold in the ductwork, and generally implied the whole system was hazardous and needed replacing. I was actually scared by his behavior and told him I wished to end all relationships with Champion. As a result, he insisted I must pay $101.49 for his visit as I no longer had an annual contract (which I did, as he did not cancel it). Feeling intimidated, I paid just to have him leave.I have called Champion at least five times during December and January, and finally had a call on 3/3/25 from ** *****, service manager at Champion, who listened to my horror story of interactions with his staff, informed me that he would talk to his people, cancel my membership, and financially recompense me for the double -billing of **** and the unused portion of the annual contract. He said he would call with his findings by noon 3/4/25; I am still waiting.

  

  Business response

  02/07/2025

  2/7/25 9am Director of Internal Operations reviewed customers complaint and file before consulting with the HVAC Service Manager. HVAC Service Manager acknowledged that he neglected to call the customer back on 2/4/25. 
  ****** HVAC ********************** Manager called the customer to let him know that we will be refunding the disputed amount stated in the complaint. The customer did not answer. 
  ****** Refund of requested amount of $654.55 was applied to customers credit card. Yearly membership has been cancelled.
  9:45am HVAC Service Manager called the customer again; the customer did not answer. 
  The HVAC Service Manager will try to reach the customer again another time. 
  Since we have addressed the issues as stated in the complaint and refunded the disputed amount, we consider this complaint fully resolved. 

  Customer response

  02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Champion Comfort installed a new gas hot water heater at my home on September 12, 2024. I made two payments: 1/2 down prior to installation, remainder on day of install. My dispute is I have asked over and over since September 12 for warranty information, a copy of my paid-in-full invoice and any schematic/owners manual available for my heater. So far, nothing. I wasnt able to do the things to the hot water heater recommended by the county after we lost water from the hurricane because I had no manual/schematic to follow. I didnt want to start disconnecting anything or pushing random buttons. I felt very unsafe at that point. Not sure what is so hard about good customer **********************. Perhaps you can find out?

  

  Business response

  12/18/2024

  12/16: Upon being notified of the complaint, the plumber manager looked at the customers file and discovered that he was never informed of the customers requests. He immediately called the customer. The customer did not answer the call; he left a voicemail and emailed the customer a copy of the invoice. He was surprised to hear that the customer did not have the manual as the manuals are generally taped to the water heater by the manufacturer before being delivered to our warehouse. 
  The customer emailed back that she was not able to open the invoice attached to the email, and requested that the invoice, warranty information and manual be mailed to her.  
  12/17: A copy of the invoice marked paid in full, the manufacturers warranty information and the water heater manual were mailed to the customer.  
  12/18: The plumbing manager emailed the customer to let her know that the requested information was mailed yesterday afternoon.  
  The issue of communication of the customers message to the plumber manager will be addressed at the next customer ********************** rep ******************** consider this complaint resolved since we addressed the customers concerns/requests. 

  Customer response

  12/19/2024

   
  I am rejecting this response because:
  I have been in frequent  communication with the Comfort office staff since installation of the water heater on September 12, 2024.  All I ever got was promises to send the invoice and paper work I was requesting.  Then nothing.  As far as communication with the plumber *****,when he came here on November 13 to pick up the old hot water heater, I again explained that I needed a copy of the paid invoice, an owners manual and warranty information.  He promised to get that for me.  Again, nothing.  I havent received anything in the mail as yet.  Always hopeful.  But the office staff at Comfort have totally ignored every request Ive made to get my documents.  

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a scheduled appointment for 12/4/24 for a maintenance service. At 11:00am i got a text stating that I have to reschedule because others are out of heat. At 11:11 I called champion to let them know that I have stayed out of work for this appointment. I was told that they moved things around and someone would be at my house that afternoon. At 1821 hours I called back to see if anyone was still coming. **** said she didnt know anything about it and will have her supervisor call to reschedule. Im suppose to be a MVP. I pay for my services the first of each year. I feel that if I have already paid, I should get the service that I am scheduled for. I m requesting that I get my money back and at this time canceling my contract with champion expert and do not expect them to remove any more money from my account. They usually remove payment around February 10th. I cant keep taking off from work to their no show. Thank you in advance.

  

  Business response

  12/05/2024

  The service manager reviewed the customers file and determined that she was not informed of the rescheduling of the customers appointment. The appointment would not have been rescheduled if the service manager had been informed. Due to this, we are establishing a new process to handle rescheduled *** member visits.  
  We have cancelled the customers *** membership. The accounting manager will refund the cost incurred over the past year by the customer for the *** plan. 
  Director of Internal Operations left a voicemail for the customer apologizing for what happened and informing them about this resolution of the complaint.  

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an HVAC unit in January of 2024, and paid 13k for it. I was told there was a 100% money back satisfaction guarantee. The unit never properly heated or cooled my bedroom and bathroom. They used high pressure sales tactics and exaggerations, assuring me the unit would qualify for tax credits and rebates, which it will not. They sold me a unit that was not what I wanted - I wanted a dual stage. They sold and installed for me a single stage. The **** rating isn't high enough to qualify for a tax credit. These details were not on their proposal, however, they insisted that everything would be exactly as I wanted. Only after the paperwork was signed and the unit installed did I find out that not only did I receive equipment that wasn't what I needed, but it didn't even properly heat or cool the entire house. Now that ****** has hit ***, my home needs to be demolished. The unit has not received any damage, but needs to be removed. Even if I wanted to keep it and reuse it in the home I'm building, my warranty would be voided if I had anyone else touch it. I have contacted them several times over the past month only to be told "we're sorry for your misfortune but that's kind of your problem."

  

  Business response

  11/13/2024

  1/29 System was installed in customers house.  
  1/31 Customer called with concerns regarding issues with the process, i.e., sales person being pushy, scheduling, late arrival of installers to house. Nothing was mentioned about the systems function. Message was forwarded to install manager. 
  2/1 Install manager spoke with customer. Customer wanted to know various ratings of the new system. Install manager had the salesperson call customer back with the requested information. 
  3/5-3/25 Several calls back and forth with customer regarding inspection by Black Mountain Building Dept. 
  10/4 Customer called in to request unit being removed because her house was totaled due to Hurricane ******. Customer said unit was fine and there was nothing wrong with the unit. Customer thought ********************** could remove unit and sell it for a discount to someone else. *** said she would have install manager call her back. 
  10/10 Customer and GM emailed several times throughout the day. The customer wanted the system removed based on our money back guarantee but stated that the system was completely fine. Once being told that her case was not covered by the money back guarantee, the customer changed the story saying that they were not happy with unit from day one. This is the first time Champion was informed that the customer was not happy with the unit. 
  10/29 Customer sent another email stating that she intended to request that the unit be replaced this winter. Unfortunately, the hurricane thwarted this plan. 
  11/8 Customer sent email to ** requesting response to 10/29 email. ** is no longer at Champion. 
  11/8 10:23am Customer called in to speak with HVAC manager. BBB complaint was received at 1:46pm. 
  Since the unit was completely fine after the hurricane and the customer did not complain about the operation of the unit until after she was told Champion would not remove the unit and refund her money, Champion does not believe that a refund of the cost of the unit is justified. 

  Customer response

  11/15/2024

   
  The contract I already submitted shows that the original duct work was used when this new system was installed. A cursory ****** search (see attached) shows mixed results on the efficacy and compatibility of modern ************ with the duct systems of older mobile homes. This is consistent with my experience with the unit not properly temp controlling in the master bed & bath.
  The date range of inspections is several weeks. During that time, the inspector came 3 separate times, the last of which Champion's manager had to join. The inspector found this to be unacceptable.
  RE: Date I contacted them to have the actual unit removed was days after the storm. Anyone familiar with acute PTSD symptoms will offer some ****** as a massive tree had just fallen on my house while I was inside it. My wording may not have been perfect, but that doesn't mean that there was anything untoward happening around my request.
  I got married in June, & while that took up the majority of my time before & after, it was my intention with the beginning of the new school year and before the coldest part of the fall hit to replace this system with another. It now appears that Champion is waiting out the clock on their warranty.
  Their contract appears to state the warranty binds me to them as a company for 10 years; if I have anyone else touch the unit, I void my warranty. If I am misreading this, provide written clarification. It appears these units are a proprietary build, & I have no reassurance that the manufacturer will service it should I have to have someone else remove it or reinstall it. Because my home needs to be demolished, timeliness is vital.
  The way that this company describes our interactions, it's as if this is the very first time they're hearing of my dissatisfaction. I have been vocal from the beginning about how unhappy I have been. Only now, when I'm asking them to make good on their warranty are they pushing back
  

  

  Business response

  11/20/2024

  In an effort to resolve the complaint placed by the customer, we reviewed the customers file another time. There are a total of 15 calls either from or to the customer between the period of Jan 31 Mar 25, 2024. The director of internal operations listened to the recordings of these calls. The subjects discussed during these calls were requests from the customer regarding the **** rating, the **** rating of the system and the filter installed; setting up the inspection by the building department; issues with the inspector failing the inspection. The customer did not mention any dissatisfaction with the way the system was operated on any of these calls.  
  The installation failed the first time because there was not a separate breaker for the heat strips. Specific heat strips were ordered with a factory installed breaker. It failed the second time because the drain line blocked access to the front of the unit. Our install manager asked the inspector to meet him at the house for the third visit by the inspector to look at the solution that we installed to remedy that problem. The inspection passed the installation at the third visit. The ductwork was not mentioned in any of the inspections. 
  As stated previously, the customer called in after the hurricane stating that they wanted to system removed under warranty because the home was demolished by the hurricane. The customer stated on the phone recording that the system was fine and the customer was hoping to recoup some of the money since it was under warranty. 
  Our warranty specifically states that we will remove the equipment and return 100% of the investment if the customer is not 100% satisfied with the equipment. As stated in our original response, on Oct 4 at 11:27am, the customer requested the system be removed because the home was demolished by the hurricane. This is not covered by our money back guarantee. Therefore, we are not bound by the guarantee to refund the money to the customer.  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July last year my AC stopped working. I contracted Champion Comfort Experts, and had both the furnace and AC replaced with new units. After contract made, ************************* said he would send me all the copies of signed documents via email later that afternoon, but he never did.10-days later from the contract, he finally sent an email attached with only a copy of the estimate I signed after my some harsh words. (7/24/23 email & attach). But the copy was bad, it has lines messed up, hard to understand. In August, I got an email from ********************** attached with an extended coverage certificate. The email said 'your heating and cooling equipment has been successfully registered by your dealer'. (8/14/23 ***************** Feb. this year, I did my income tax filing. As my accountants request for all the documents, I called the office, and got the copy of the document that has my 2 other signatures (2/28/24 email & attach) and all manuals. But not easily. I was surprised to see the copy. It was an invoice and had my 2 different signatures on the same page. It looked like 2 files cut and pasted to 1 file. I did not sign any form 7/17/23. The *** keeps customer records in file like this? They have my signature in their file, and move it around to any file they want? Comparing 3 documents, I noticed model #s on all 3 equipment are not matched between estimate/invoice and warranty certificate. The summary in the description of work is not the same between estimate and invoice. (model# on my AC label is the same as the one on the warranty certificate). This made me suspicious if I got the same equipment I contracted and paid for. *** gave me 2 systems quotes, for A ~$15,000, for B $17,200 as more power, more energy efficient. He recommended B saying more money is better quality, it's worthy. I asked for a discount, B for $15,000. He accepted.*** displayed himself as a scammer to me. I want to find out if I got the right product I contracted.

  

  Business response

  06/25/2024

  We reviewed the customers file. The new system was installed on 7/17/23. The customer signed our technicians iPad when they arrived at her home authorizing the work. At the end of the installation, the customer signed the technicians iPad to acknowledge that work was completed to her satisfaction. Therefore, both signatures appeared on Invoice ******.  
  
  We do not keep customers signatures on file and move it to other documents. Nor do we cut and paste invoices to create one document. The documents are generated by our software system, Service Titan. 
  
  The item numbers on the estimate match the item numbers shown on the invoice. The serial numbers of the equipment we installed in the customers house do not appear on Estimate ********. We do not note the serial numbers of the equipment until installation day.  
  
  The reason the last three digits (51A) of the Champion Elite System do not match on the warranty and the estimate/invoice is because those three digits represent a minor revision code change by the manufacturer. When we completed the estimate, the code that was in place was 50A. We have attached a model number guide that shows the breakdown of all the numbers and letters that make up the model number. The last three digits change frequently. It is the twelve digits at the beginning of the model number that specifies which system the customer receives. 
  
  When the customer expressed concern about the price of the Champion Elite System, our Comfort Advisor, ***, was able to discount the price from $17,200 to $15,000. 
  
  We did not receive direct contact from the customer to resolve the issue. If she had contacted us, we would have assured her that she received the product she contracted for. 
  
  In summary, the customer received the product she contracted for; replacement of her unit is not necessary. 

  Customer response

  06/27/2024

   
  I am rejecting this response because: CCEs response was all wrong, they lied. I want to clarify what happened with more details. Thank you.
  
  

  

  Business response

  07/01/2024

  The Director of Internal Operations called the customer twice on July 1, at ******* & ******, but was not able to speak to her. We would like the opportunity to discuss the rejection of Champion Comfort Experts' response to Better Business Bureau complaint ******** dated 6/21/24.
  
  We have been truthful about the equipment we installed in the customer's house and in our response to the customer's complaint. We would like the opportunity to clarify our response, as requested by the customer, by explaining to her further about the serial numbers on the equipment we installed in the customer's house. We have proven that we provided the customer with the equipment that she paid us for. 
  
  Since we installed the equipment that was paid for, there is no reason for us to replace the equipment as initially requested by the customer. If the customer would like, we will remove the equipment from the customer's house and give a complete refund.
  
  We apologize to the customer that she believes she was lied to and cheated, but that is not what happened. We have been truthful in all our dealings with the customer.

  Since the Director of Internal Operations was not able to reach the customer by phone, she sent the attached email to the customer.

  We are awaiting contact from the customer so that we may work with the customer on a resolution of this complaint.

  Customer response

  07/02/2024

   
  I am rejecting this response because: I do not agree with CCE's response. I'd like to provide more details this time. I could not write all the issues I had  last time due to the limited space.  Please see the 5 attachments. 
  Sorry I could not get to the CCE's response early yesterday, I had health issues. I am 77 yrs old and in poor health. I saw *************************** text sent 7/1 11:07am late last night, which was the only one I got. I never received any email yesterday, though they said **** sent one 7/1 1:54pm.
  I'd like to let them know that if any communication is needed, I prefer email. English is my 2nd language, I have a strong accent, so phone conversation is hard for both ends. 
  One of the 5 attachments is my complaint. 

  CCE told a whopping lie here. These people are all scammers!  Thats why they have a ***** as a salesman, and try to manipulate and deceive the customer together.  I signed each of 3 different documents, totaling 3 signatures, on ***** ipad 7/14 when the contract was being made. I have never been asked to sign anything 7/17 and I have never signed anything 7/17.  None of the installing techs carried ipad 7/17.  What CCE said here was that *** sold the product to me, as he had me sign on only the estimate170858836 7/14 and the installing technician had me sign 2 times on the invoice164699 on the day of installation 7/17.  Absurd!!   Besides, this invoice is totally fake.  I financed the full amount of ****** with interest free for an 18 month period from Service **************** LLC as ***** instruction and signed. Copy of this doc is one of the 2 docs I could not get from ***.     (continued.... please see Complaint doc-re#2)

   

  
  

  

  Business response

  07/03/2024

  We have stated our case very clearly and provided photographic evidence that the equipment we installed in the customer's house is the equipment she paid for. There is noting else we can do about this matter.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted champion and asked if the could move my washer and dryer downstairs. They said they Could definitely do it. **** came out and gave me an estimate for the job of $ ********. It seemed expensive but agreed and paid in full. He did 2 hours of plumbing work which involved putting in the faucets for the washer. He said another member of their team would do the electrical on Monday, and he would meet him over here to move the appliances and hook them up. When the electrician arrived today he informed me the electrical was extra ( $2,000). He said he would return tonight, as he didnt have parts and had a dental appointment. I explained to office that I was given an estimate for the complete job and didnt pay a plumber $1500 an hour. I would like them to finish the job as I already paid them over $3,000 for 2 hours of light plumbing but dont want to pay the additional fees they are trying to charge me.

  

  Business response

  05/02/2024

  4/24 Plumbing Technician provided quote to move washer & dryer. The quote did not include electrical work. As a courtesy, our Plumbing Technician offered to move the washer & dryer for the customer. This is not normally a ********************** we provide. The quote states that electrical outlets and venting will have to be installed. Customer signed quote and paid for the job in full.  
  4/29 Electrician went to customers home to install breakers & outlets for washer & dryer. The quote was discounted by $686 by the Electrical manager due to misunderstanding about original scope of work. 
  4/29 4:48 & 5:01pm Plumbing manager spoke to customer regarding the misunderstanding about the scope of work, he issued a $1,000 credit toward the electrical invoice. 
  4/29 7:52pm Customer filed complaint with the ********************. 
  4/30 3:03pm Electrical manager spoke to customer regarding misunderstanding about the electrical portion of the work.  
  4/30 4:44 pm Electrical manager spoke to customer to let her know that two techs would be at her house on 5/1 to physically move the washer and dryer. Plus, a field supervisor would be at her house to install the dryer vent. 
  5/1 Plumbing technician and warehouse tech went to customers house to physically move washer and dryer from upstairs to downstairs for customer; no charge for this visit. HVAC field supervisor went to customers house to install dryer vent at no charge. 
  
  In summary, Champion initially discounted the electrical work by $686, bringing the electrical total to $1300. The $1,000 credit from the plumbing manager was applied to the electrical invoice. The customer paid $300 on the electrical invoice & has been issued a refund of $300. Therefore, the customer has only paid the amount originally quoted by the plumbing technician ($3,185.86). In addition, Champion physically moved the customers washer and dryer from upstairs to downstairs & installed the dryer vent, both free of charge. This complaint is fully resolved. 

  Customer response

  05/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12- ***** I called Champion Comfort Experts in ********* to resolve an electrical problem. The company representative scheduled me for a home service visit on 12 *****. She stated there would be a service charge of $95 since it was a Saturday and any additional charge would depend upon the time worked. On 12 ***** service technician ***** arrived at the house and quickly discovered that only a circuit breaker needed to be flipped to resolve the problem. I had done this the day before, but apparently did not completely flip the breaker. it took less than 15 minutes for him to do this and determine the problem solved. He volunteered to write an estimate to have a three prong outlet installed in the kitchen. He spent less than ************************************************************************ but it never was. He then told me the bill for his visit would be $245. I objected to this high amount, and he stated that was the cost and rather than argue with him, I paid the bill on my **** card but was not given a receipt. That same afternoon I called the office to complain about my bill, and the company representative expressed surprise that the amount was so high and stated a manager named ********************* would call me on 12/18-23 to resolve my concern. On ***** I never received the call that was promised so I called the company again on *****. This time the operator patched me through to ************ and he promised there would be an adjustment made to my credit card payment by the accounting department based upon the service time of less than 30 minutes on *****. As of this date of December 22, I still have not heard from accounting as promised. Considering the amount of time I have spent trying to resolve this problem, I feel the service charge of $95 for a home visit should be more than enough for the work involved and request a refund of the balance on my credit card.

  

  Business response

  12/22/2023

  BBB Complaint ID ******** 
  Dec 22, 2023 
  Champion Comfort Experts received email notification of BBB Complaint ID ******** at 1:35pm. Director of Internal Operations informed Manager *********************, mentioned, of the complaint. ************ followed up with our ********************* who issued the refund at 2:00pm. Director of Internal Operations called the customer at ******, phone was busy; called again at 2:49pm, phone was busy; called again at 3:07pm the call went to voicemail. Director of Internal Operations left a voicemail for the customer apologizing for the situation and letting her know that the refund was issued. This issue has been fully resolved. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/20/22, Champion Comfort Experts removed my old heat pump system and installed a new Deluxe Heat Pump System. I specifically purchased this top-tier option deluxe model because I was told that it would reduce my energy usage. On the signed contract, under guarantees, it lists **************** Guarantee You will save a minimum of 30% on your heating and cooling costs or we will refund double the difference of your savings not realized during the first year. If your system is not meeting guaranteed savings, you must notify us immediately to allow us to evaluate your system's performance. Basic systems Not Guaranteed for Utility Savings."On 8/12/23, after monitoring several months worth of electric bills, I saw a clear pattern that showed my heating system wasn't living up to the above promised guarantee. I called Champion and was given the name and email address of *****************************. I emailed ***** and attached all of the electric bills I had in my name, dating from 2/2022, along with a spreadsheet and graph I created with that data that clearly showed no reduction, and more often than not, an increase, in electricity usage. I have not changed my electric usage habits, as I was very much hoping for a lower bill. On 8/21/23, I received a response from ***** stating " My team is still working on this to get to the total we will owe you. I apologize for the delay but will get back to you as soon as they are done." On 10/6/23, I emailed ***** for an update, and received no response. I again emailed ***** on 11/2/23 and have yet to receive a response.

  

  Business response

  11/27/2023

  11/24/23 Upon review of our BBB account, the Director of Internal Operations discovered that the customer filed a complaint on 11/7/23. After reviewing the complaint, she called ***** (mentioned in the complaint) for status of the customers account. The customers emails to ***** on 10/6/23 and 11/2/23 were found in Jaynas spam email folder. Upon this discovery, ***** called the customer and spoke to her, she apologized for the delay and stated that we would be calling her by the morning of Tues, Nov 28, with the amount we will be sending her since her electric bills had not been reduced as per our guarantee.  
  
  11/27/23 A dollar amount was determined by Champion that we will be reimbursing the customer. We called the customer at ******* to discuss the amount that Champion will be sending her. The customer agreed with the amount and was pleased with this resolution to her complaint. A check will be sent to the customer this week.    
  
  We have fully resolved this issue. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people are scammers. They fixed something to charge you money, but will not fix the issue. They sold me a maintenance plan and 'maintained' a broken machine. They tried to sell me a new system that was way overpriced and 5x more expensive than any other estimate I got. I cancelled the maintenance plan (as my machine was still broken and they were robbing me of money to do nothing) and they did not cancel the plan and still continued charging me. I cancelled it again and requested a refund. I have been calling and calling and calling. I leave messages. **** the manager will not take responsibility. **** not followup with my refund. I still keep calling and no one gets back to me. Do not use this company. They are crooks.

  

  Business response

  11/24/2023

  Please see attached document for our complete response. This is the summary statement:

  11/24/23 A thorough investigation was conducted in our offices by the Director of Internal Operations, Service Manager and Market President. It was discovered that the repair in the amount of $827.31 was not the proper solution to the customers problem. We will refund the customer the amount of $827.31 on Monday, November 27, 2023, when our Accounting Manager returns to the office from the holiday weekend. The Director of Internal Operations will contact the customer to apologize and let the customer know that a refund is being issued.  
  
  This issue will be fully resolved. 

   

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this company has been sending junk emails to my DoD email address. not sure where they got it. since i live in ********, i have not done business with this company or sought services.i have asked before to have this address deleted,. March 14 2023 was the last time i called them. Despite this, the emails continue.this now constitutes blatant harassment.

  

  Business response

  05/17/2023

  5/17/23:

  A gentleman called our business at 8:58am. All our Customer ********************** Representatives were helping other customers, his call was answered by our off-site answering service. The gentleman was belligerent and yelled at the representative the entire time regarding receiving spam emails sent to his government email address. We do not send spam emails; the gentleman has been listed as a customer in our files since June 2022 that is the reason why he has received emails. We have attached a recording of the phone call. He did not identify himself and refused to leave a message for the office to call him back.  
  At 9:28 am the same gentleman gave ** the following 1-star review on ******* they bought a marketing list and send spam emails to people way out of their operating range. when i asked to be removed they said they would but 2 months later am still getting emails. if this is how they respond to simple requests, it tells me how poor they would be at providing legitimate professional service. i would never call them even if i lived in their ** and ** business radius! Please see attached file with our response to the ****** review.  
  At 10:15am, our marketing manager, *****************************, called the gentleman on the phone number that he used to call the answering service. He did not answer so she left a voicemail for him. 
  At 1:27pm the gentleman filed complaint ******** with the Better Business Bureau. Our marketing manager once again called the gentleman at 2:15pm on the phone number that is listed on the complaint. When she identified herself, he told her to talk to the BBB and hung up. 
  We tried to speak to the gentleman on two separate occasions today to apologize and assure him that we have removed his email address from our system to eliminate future emails from our company. We have fully resolved this 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. ↩