Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were a subscribed member of PK Wadsworth, and as part of their membership they perform bi-annual inspections of your furnace and AC. They called me and set up an inspection on August 30th, 2024. They came out to inspect our units, I greeted the technician and showed him where to go and told him everything had been working great, which his write-up reflected. I received a phone call and while I was on the call he came upstairs, saw my wife, and told her everything was great. He did say there were a few things the could do, but nothing was needed, and told her the total price if we opted for these services would be $143 and showed her the $143 on an ipad screen which she signed. When I was off the phone I asked what was going on and she said she agreed to a few extra things, but it was only $143 so was not a big deal. That night, we saw a charge of $813! My wife and I were very upset and called the business 8 straight days, with each day the customer service rep telling us a manager would call us by so and so time, without ever receiving a call back. Further more, I (the person who set up the appointment, received an email of the appointment, and let in the technician) never received an invoice, only my wife did. It was like they were trying to hide the fact they shadily were able to charge us for services we did not need. When reviewing what they actually did, all they did was clean some parts and install a condensate trap, which we already had one, meaning they unnecessarily installed a second one! We both felt the entire interaction was shady, and were frustrated by the fact that we never received a callback despite over a week of promises that they would be getting ahold of us. After 8 days we called and canceled our membership, and of course, received a call back the very next day asking why we canceled. We are seeking a refund of $670.45, the amount that was charged over the $143 we agreed to.

  

  Business response

  10/22/2024

  After 3 attempt calls to reach the customer with no return calls, in the months of September and October. I did speak with ***, but do to a meeting she was in: she was to call be back and never did. As for the invoice, we have a signed invoice for the charged amount. I have attached pictures of the condition of the condenser before the cleaning and why it was recommended. There was not ac condensation trap and this was recommended to prevent future issues. There as to be two traps, one for the furnace and one for the AC. The $143 was discussed as a savings. 

  Customer response

  10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

  I find that their claim to contact us is disingenuous. We called 10 times between August 30th and September 11th, and were told every time the "Manager was busy" and would receive a call back by a specific time that day or the day after. However, the first call we received was after we canceled our account on September 11th, and they called on the 12th to see why. I also called on October 15th and asked to speak to someone, to which they said I'd receive a call back. I told them the scenario, and said I wanted to give them one more chance to make the situation right, otherwise I was going to the BBB to file a complaint. I said they had until the next day to call me (*****) back, not *** because her job requires her to be on calls all day, otherwise I was going to file. Well, they did not call back on the 15th or 16th, so I filed the complaint. Then, they tried to contact *** on the 17th and 21st, not me, after the complaint was filed and she could not answer due to working. *** called back on October 22nd, was told **** the Customer Service manager was busy and would call back that day, and we have yet to hear back as of October 28th. They have shown a complete lack of effort in trying to contact us and make this situation right. 

  To address their claim that the $143 was presented as the savings, that may be what it shows on the invoice that was emailed over after the services were complete, but that is not what was verbally stated when agreeing to the service being performed. Had we had been told it would be $813, for a unit that P.K. Wadsworth stated was running perfectly, we never would have agreed to any work being done. 

  
  Regards,
  
  ***** ********
  
  
  
  
   

  

  Business response

  10/29/2024

  I cannot verify what was said verbally, but that is why we require signatures when we arrive, start any work and after the work is completed. As for the phone calls, we attempt to reach out multiple times to the phone number ************. That is the only number we have in our CRM. I have attacedh the attempts to reach the customer. If the customer needs us to add any other numbers, he can contact us. 

  Customer response

  10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ********
  
  
  
  
   

  Customer response

  10/31/2024

  I am not satisfied with their response. They still have not addressed the fact that they ignored us for over 13 days and 10 calls, even though they committed each time to call us back by a specific time, and never did. They continue to point to the 3 times they did call us, which were all after the fact and only because we canceled our account and threatened going to the BBB. They claim ***** number is the only number they have on file, yet they called my number to schedule the original appointment, as usual, AND I left it when I called on the 22nd, so that does not make sense. They have not commented on discussing what happened with the technician, including training them to be clear on what price they are charging, so this could very well continue to happen to other unsuspecting customers. Lastly, they have not addressed the fact that they were misleading with their pricing, for services that were overpriced and not needed. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November, my furnace would cycle once, and then not turn on again. PK Wadsworth made four service calls to my home to fix the issue, 11/20/23, 11/27/23, 12/28/23 and 1/03/24, resulting in three misdiagnosis of my furnace issue and the unnecessary replacement of parts that were not broken and did not fix the issue. 11/20/23 - Replaced fuse and thermostat, $413. Technician pushed to have me purchase a new furnace, using CO2 emissions as a scare tactic. Furnace CO2 emissions were way below the danger level. 11/27/23 - Technician drained the hose. No charge. 12/28/23 - Technician ret'd and diagnosed that furnace required a new motor. Again, a push to purchase a new furnace. "I can have a team out tomorrow to give you a quote and we can have a new furnace here next week . . ." 1/03/24 - Technician installed the new motor for $680. After every service call, the technicians stood in my kitchen and asked me sign an iPad stating that the work was done satisfactorily. Because the issue was that my furnace cycled on once, and then would not cycle again, the furnace was always operational when I signed the iPad. After the technician left, and the furnace needed to cycle again, it did not, problem NOT solved. I also want to note that the company clearly emphasizes sales training to push for the purchase and installation of new furnaces. I finally called ***** ***** of Climate Systems and within a few hours he correctly diagnosed the issue, a broken circuit board, and repaired the furnace ($754.50). It's worked ever since. *** **** confirmed that PK Wadsworth had replaced parts unnecessarily, including the motor, and had misdiagnosed the problem each time. I called PK Wadsworth twice to discuss the issue and MY CALLS WERE NEVER RETURNED. I asked the credit card company to withhold the $680 charge, and PK Wadsworth did not respond to their request, either. I am not contesting the first, $413, bill but I should not pay for the motor I didn't need ($680 bill).

  

  Business response

  03/15/2024

  Talked to the customer and explained that the motor needed replaced and the control board was showing signs of failing, but we did not want to replace until we knew that it was bad. Agreed to lower cost to $340 and she agreed.. Also, provided 3 years of maintenance for her existing HVAC system of 2 furnaces and 2 ACs.

  Customer response

  03/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *******
  
  
  

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a house in 2021 and there was an issue with the AC unit not being installed properly. I called the company who installed it, PK Wadsworth, to come fix it. They did, and I was happy and impressed, so I got a service plan - that was August of 2021. That was a huge mistake. They came several times to run routine checks on my system (3/22, 4/22, 11/22, 5/22), and each time they found something wrong in need of dire repair. Mind you, the system was functioning perfectly fine. I allowed them to make the repairs because I do believe in preventative maintenance. By the third visit, the tech inspected the furnace and told me the whole thing was bad and needed replaced. I wasn't happy about this. I had just spent upwards of $1800 replacing parts on a furnace that supposedly was now too old and too far gone and too unsafe for the tech to even turn back on. After some back and forth, they credited me what I spent towards a new furnace. I got a few extras and spent about $7000 and the furnace was installed in July of 2023. Well, it started getting cold this week (10/23) - furnace doesn't turn on. No heat. Called first thing Monday morning. "Since you're a service member, It's only going to be $45 for them to come out!" I'm not paying another cent. I had a working furnace and now I don't.

  

  Business response

  10/11/2023

  Trying to contact customer to schedule a visit to see why he is having issues. New furnace and there would not be a charge to go out. He contacted our answering service and they do not have access to our CRM. They would not have known it is a new install. 

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  ***The message does not want to submit with pictures, but I have some***
  Whether or not it was an answering service, I explained very clearly that this was a brand new furnace, installed by PK Wadsworth in July before she quoted me a price. Because yesterday was day 4 of having no heat, I opened up the furnace to see if I could resolve the issue, this is what I discovered:
  
  • There is a peep hole in on the bottom panel that is supposed to allow you to see the error code, but it was not visible due to a bundle of wires in front of it. Not a big deal, but feels like it defeats the purpose.
  • The switch that is supposed to detect when the bottom panel has been opened has a piece wire casing stuck (pictured) in it to prevent it from turning off the furnace when the bottom panel is opened. I can understand the need to do this while installing the furnace, but it should have been removed.
  • In the top section there is a bundle of wires that sit very close to the induction fan and one of the wire's casing already is nearly worn down to the internal wire (pictured). I have left the top panel off for now as to not repush it back into a place where it will wear more.
  • The gas connection in the top section already appears to be rusting and discolored.(pictured)
  
  Finally - the issue. The LED indicated error EE2. The back panel of the furnace indicates that it was a pressure sensor open error.
  - I tested the pvc exhaust vent by running a stiff but flexible wire through with out issue, so the exhaust was not blocked.
  - I identified the pressure sensor and found that the hose that runs from the inducer to the pressure sensor was packed in so tight that it was kinked. 
  - I readjusted the position of the hose and checked the connection to the sensor and inducer motor.
  - I reattached the bottom panel and restored power to the unit, it came on and worked.
  At this point, I intend to have another company do a full inspection and potentially correct any issues they find. The rust and the worn wire are concerning for me, but I'm not confident enough in the services from this vendor to correct it. If that means closing this complaint, so be it. Depending on what this other company finds, I may seek some kind of compensation to recover the cost.  
  
  
  Regards,
  
  ***** ******
  

  

  Business response

  10/11/2023

  I fully understand your need to have another company to preform an inspection on the furnace. We still will do the same at no cost to you, but once the inspection is complete, feel free to contact us to discuss.

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Another HVAC company has come to inspect the furnace. They made a few of the smaller corrections, like moving the wires around so they were not touching the inducer motor and made some other recommendations. I only have a hand written description at the moment but the office will be sending a letter version. The summary is basically this:  The intake of the furnace is condensating and dripping water on the gas valve which is causing the rust and goodman apparently makes a condensation trap that can be fitted to the PVC pipe to catch this.  The notes say the temperature rise was 65 degrees and this is apparently high. He also notated that the humidifier, electric filter system and the thermostat are all running of a 60hz transformer and this is too much for the transformer. (more details to come, I am no electrician - so apologies if this doesn't make a lot of sense.)
  
  I am willing to allow PK Wadsworth to come out and fix the two issues indicated as the technician considered them to be fairly serious. There is also the issue recovering the cost of the inspection, which was $196. Honestly, I don't even care about that so much as I want a safe and working furnace. I should have the letterize version of the technicians notes sometime today and reach out the PK Wadsworth.
  
  Regards,
  
  ***** ******
  
  
  
  
   

  

  Business response

  10/18/2023

  Will be contacting the customer to set up a visit to repair the listed issues and to refund the inspection fee of the other company.

  Customer response

  10/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I will work with PK Wadsworth to setup a time for them to come out and repair the issues.
  
  Regards,
  
  ***** ******
  
  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted P.K. Wadsworth on May 1st because I did not have hot water. A service technician, ****, arrived later in the day. It was determined that the hot water tank was the problem and I elected to purchase a new one. **** told me the new install could be done the following day (May 2nd.) He arrived the next day, and damaged the siding above the side entrance of my home. I was assured by him that the damages would be taken care of. I called the offices while **** waited for his supervisor, **** to arrive. **** and **** worked on removing the old tank and bringing in the new one. I had called the offices and uploaded pictures and spoke with ********* ******* in Customer Services. She informed me that they were aware of the damages. Before **** left, he stated that the hot water tank needed a new valve because it was leaking and he didn't have that part, but would be back the next day to replace it. May 3rd. came and I heard nothing from either **** or P.K. Wadsworth. I mailed a letter to the Customer Service manager, **** ********* and he never responded. I was able to contact Tyler Wadsworth on May 11 and was assured that they would take care of this and that again **** ********* would be in contact with me to facilitate the repair work. I hadn't had any luck with *** ********** so I contacted Dunrite Exteriors and they gave me an estimate and it was forwarded to **** *********. Dunrite Exteriors did not hear from P.K. Wadsworth, so I paid for the repair work. My home was damaged and the hot water tank that I paid for (new) has a rusted valve. I am asking to be reimbursed for the repairs that P.K. Wadsworth was supposed to take care of. And I want to be compensated for the cost of a valve replacement.

  

  Business response

  07/11/2023

  I reviewed the customers account and we did agree paying for the damages and a check will be sent out. The customer was texting a number that is a desk phone and is not capable of receiving or sending text messages. We were waiting for the invoice to be sent when the job was completed. I do see the invoice attached to this complaint and will contact the customer for the issue of the refund.

  Customer response

  07/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *********
  
  
  

• Initial Complaint

  07/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The repair technician came to my house for a general maintenance of my AC. Whatever he did, the nest thermostat was shorted and fried the device. This was the assessment from Google. I had to replace the entire nest thermostat and I was not compensated. Secondly, the technician left my home a mess. He did something to completely shut down my AC unit. He did not even know the correct year of my unit. It seems that the “maintenance” check was a way to tell me that they wanted to replace my cooling unit. Previous years the unit was checked and working perfectly. Now my AC will not come on and I am out $300.00 for a new thermostat. When they installed my heating unit 3 1/2 years ago they melted my luxury laminate as well. I have a neighbor who used them and they installed his heating unit incorrectly and it was a complete disaster. We have a trend with this company and it needs to be addressed and I want my AC turn back on and compensated for my new nest thermostat.

  

  Business response

  07/11/2023

  During are original maintenance it was discovered that the AC unit was low on refringent. The technician provided a quote to search for the leak. This can be expensive and we did recommend replacement over the cost of the search.  The customer denied both. The technician advised the customer that he would not recommend running the ac. Customer contact us about the stat not working, we sent another tech at no cost and discovered that the furnace was off and we turned it back on with hope it would charge the nest. The customer does not have a c-wire and most nests required one. After the stat did not charge, we sent out another tech and the nest would require a c-wire to keep a charge. In this case the nest would only last until it fully lost charge. Any of the work provided would not fry the nest. 

• Initial Complaint

  05/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My AC broke! 5/11/23 it was expected because it was an older unit from the 90s. I looked up service companies in my area and found PK Wadsworth accredited with the BBB. I called them out. After an initial inspection they determined that my whole HVAC system needed to be replaced. I called out their sales team, and was told that PK Wadsworth offered a payment plan program and to ask about it during payment, that my service charge that eay would apply to final price, my home would be left 110% better, and that I would qualify for a credit from my energy provider. All of these promises are false. The new unit was installed, when it came time for payment the team tried to charge a higher price for the install than agreed (with threats of pulling out unit), I was told then that I did not qualify for a payment plan because it was "too late." I was also told my service fee would not apply to the new final price. I paid them in full, because I was lucky to have that sum. Feeling upset I decided to go relax in my backyard when my dogs ran away. The gate PK Wadsworth used to go from my driveway to my back yard was not closed as promised by them. Luckily they were returned. I decided to call my energy provider (mandated provider for the area and the one mentioned by PK) and was told no Ohioan qualified for the credit program they mentioned, because it was a state by state program. And that it was not a new thing for this denial. I am in shock that all of this would happen.

  

  Business response

  06/09/2023

  talked to customer and he is aware of the $90 already refunded. The dogs are fine and he stated that the install team left the gate open after they left and had to chase down the street but no further issues. Does not want to finance the system. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24th of 2022, PK Wadsworth sent a technician to fix an AC leak we had. We paid $880 for them to fix it. Today on May 12th 2023, the AC unit has the same leak in the same spot. Meaning they did not fix it properly. I called them today twice to get someone to come out and they said they will have to pass on the job since the house is a rental. I spoke with ********* ****** *** ****. I told them it is not a rental and they are wrong for not fixing their mistake. They have been very unprofessional and I will never refer them to anyone and I have contacted a lawyer in regards to this matter. I will make sure they pay for the damages and distress this has caused our family if it’s the last thing I do on this earth.

  

  Business response

  05/17/2023

  We are currently trying to contact the customer to set up a call to inspect previous work and go from there. 

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *******
  
  
  
  
   

  Customer response

  05/17/2023

  I rejected their response because someone reached out to me after I was already forced to reach out to another company to fix what they rejected to do. That fix costed me $450. The only reasonable resolution is for them to reimburse me for that fix, or refund me the $880 I paid them a year ago since the problem was never fix if it happened again in the same spot. Thanks. 

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  IN FEB OF 2022 I HAD PK WADSWORTH INSTALL A NEW HVAC SYSYTEM IN MY HOME AFTER INSTALLATION A QUALITY ASSURANCE EMPLOYEE BY THE NAME OF BRAD CAME TO MY HOME TO INSPECT THE INSTALL HE STATED TO ME THAT THE DRAIN FOR THE FURNACE WAS INSTALLED INCORRECTLY AND IT WOULD BE SUBJECT TO FREEZING. HE STATED THAT PK WADSWORTH WOULD CORRECT THE ISSUE. AFTER SEVERAL WEEKS THE DRAIN DID FREEZE AND WHEN I ASKED WHEN IT WOULD BE REPAIRED I NEVER GOT A CALL BACK. I HAVE LEFT MULTIPLE MESSAGES WITH THE COMPANY ABOUT THIS PROBLEM AND I NEVER GET A CALL BACK. THERE HAS ALSO BEEN OTHER ISSUES WITH THE FURNCAE SINCE PK WADSOWRTH INSTALLED IT FOR INSTANCE I JUST HAD A TECH OUT LAST WEEK FOR A BROKEN PRESSURE SWITCH. WHEN THE TEMPS DIPPED IN OHIO TO BELOW ZERO THE FURNCAE WAS SET AT 67 DEGREES WHILE THE TEMP INSIDE WAS AT 59 DEGREES WHICH I FIND UNACCEPTABLE FOR A BRAND NEW UNIT. I FEEL AS THOUGH THAT THIS COMPANY CAN CARE LESS ABOUT THE PEOPLE THEY SERVE UNLESS IT INVOLVES TAKING THEIR MONEY.

  

  Business response

  01/09/2023

  I have contacted the customer and we are sending out a technician to run a drain line to prevent any future freezing of the system. I will follow up with the customer after it is installed

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my furnace service by Chris on September 29th, 2022. I am very displeased. Because Chris indicated that I needed to replace my blower motor ($755), I got a second opinion. When the second service person opened the furnace, he questioned if any cleaning had taken place because there was dust everywhere inside. In addition, I notice for the first time that Chris had failed to replace the plug on the pressure blower. It did not appear the blower need servicing and the cost for servicing was less than half the quote from Chris. I want the plug replaced and the dust inside the furnace vacuumed. by a different team from the company, I have attached photos showing the issues.

  

  Business response

  11/28/2022

  We have contacted the customer and we are going back out to redo the maintenance of her system at no cost. The appointment is for 11/30/2022

  Customer response

  11/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Although I was surprised that technicians carry neither a vacuum cleaner nor replacement plugs for hole drilled in exhaust pipe.
  
  Regards,
  
  ***** ******
  
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I scheudled A/C checking/tuning service with P.K Wadsworth on 5/26/2022. P.K Wadsworth's technicians checked my A/C unit and told me that tuning service won't make A/C unit work and it needs repair. I asked their technicians about the cost of repair and told them I don't want to repair if cost too expensive. Their technicians told me the repair cost would be $1000. I specifically asked their technicians if they would make the A/C work if I spend $1000. They said they could make my A/C work after the repair. Thefinal cost is $914.55. However, they could NOT fix the A/C unit. Then they asked additional ~$2500 to make it work. I reject this repair option and would like to replace a new A/C. On 5/27/2022, Another technician came estimate the cost of replacing new system. The technician help me connect with their repair manager for a resolution. The repair manager said will refund me since they did not fix the problem. I waited for a few days but PK Wadsworth did not refund me. I called them again on 6/1/2022. Their staff told me they need to contact repair manager and get back to me. But nothing happened after that. I called Credit Card company to dispute this transaction. Then I called them again on 7/12/2022 for final resolution. I was told they already refund to me. However,on 7/15/2022 they left message to me that they will still charge me and collect money from me. I called back and I was told they need to talk to the repair manager again and get back to me. On 7/18/2022 and 7/19/2022, they left message that they still want to charge me even they did NOT complete their service and fix my A/C. They threaten me to file lien against my propert if I don't pay them for their incomplete repair. I am here to ask BBB for help find a resolution before any legal action.

  

  Business response

  07/20/2022

  On arrival for a service call we realized the system was not turning on. ** *** elected to have a capacitor replaced as well as adding a “hard start kit” to help the system turn on. When we got the system up and running we then were able to further test the system. When we tested operation now that our first repair got the system to turn on, we realized there were additional repairs needed to get the system up to good operation. We quoted the additional work and he elected at that time to get a comfort advisor to talk about full system replacement. When the comfort advisor arrived he offered to “buy back” all repair work that was performed in the form of a discount on the new system. He declined the new system install from us, went with another company and then asked for his money back on the repair work. We declined to do that.  there was also a repair on the water heater which to my knowledge is still in place when we replaced the expansion tank. All charges were reversed on his credit card and we started the process to place a lein on his home.  

  Customer response

  07/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  P.K Wadworth  technician misled the whole communication. I asked if they can get A/C work, which means A/C can cool down temperture.  They said Yes.  But they interpreted it as turning system on further test.  If they explain it to me before they do work, I would not approve them to do repair work.

  Their poor communication was also shown after their poor service.  As I stated early, I contacted them for many times for resolution. But they did not response until I reversed the credit card charge.

  
  I am still looking for better communication from them and find a resolution with BBB help.  
  
  Regards,
  
  **** ***
  
  
  
  
   

  

  Business response

  07/21/2022

  The technician has to have a running system to ensure proper function of the AC. He did get the system running and found other issues that prevented the unit from cooling. We would not have known that the system was low on freon until it was running. The technician then stopped and provided what was found and the cost to continue repairing the unit. You decline to move forward and opted to have a comfort consultant provide an estimate for replacement. You then canceled the appointment and stop payment on the credit card. The technician provided the correct diagnostic and the charges are vailed for work done. Also outside of the ac diagnostic, there was an expansion tank install that was also charged back.  

*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. ↩