Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a service package through Sunset this spring and had an appointment on May 15th for the air conditioning portion of the service. Our appointment was canceled 3 times at the last minute and we finally had a service technician out on the 4th scheduled appointment. This fall, it was time for us to have the heating portion of the service. Our appointment was scheduled for Nov 6th. Once again, the service was canceled at the last minute and rescheduled. The day before they were due to come out, the technician texted and canceled our appointment. I called Sunset and requested that they refund $150 of our service money on December 12. They agreed to do this and requested that I allow 7-10 business days to receive a check. It is now January 14th, and I have yet to receive my refund. We paid over $20,000 for our HVAV system through Sunset, and are extremely disappointed with their shady business practices.

  Business response

  01/14/2025

  *******, 

  We want to sincerely apologize for the multiple reschedules regarding your maintenance service.

  We understand the frustration and inconvenience this has caused, and we truly appreciate your patience as we work to improve our scheduling processes.

  Please know that we prioritize customers who experience ******************** or ********************** issues, as their needs are immediate.

  However, we are actively working to streamline our operations to ensure that reschedules like this are kept to a minimum moving forward.

  Additionally, we would like to inform you that a refund for the portion of your plan that was not utilized was initiated on December 16th (Please see attachments).

  Thank you again for your understanding.

  If you have any further questions or concerns, dont hesitate to reach out.
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2024 we installed a new heat pump and A/C with ************************* June we received a letter from Sunset, sharing that a final permit inspection needed to be scheduled and to contact Sunset to arrange.I called since June more than a dozen times and spoke to the company representative to get information to get this scheduled.Additionally I filed a complaint and asked for escalation - and a call back. I never received any call back or attempt by Sunset to get this matter resolved.Unacceptable business practice and very disappointing.

  Business response

  09/26/2024

  ****, I apologize that you have had to resort to posting on BBB to receive a response to assist you in scheduling your inspection. This is unacceptable, and we will be coaching our team members. Someone will be contacting you today (9/26) to schedule the inspection with the City for you. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sunset Heating and Cooling company, ***************. Paid $19400 for new AC/Heating unit. After bill was paid was told job was not complete and a technition would contact me to finish the job (return vent instalation) . After 4 days no one has contacted me and my many calls are being ignored. This company obviously has no intention of completing the job they have been paid to do, Just take my money and not finish the job.

  Business response

  07/26/2024

  *****, I apologize for the miscommunication between the technicians regarding the next steps. We're scheduled to resolve the issue this Saturday, July 26th with the original technician. If you have any other concerns, please feel free to give our office a call. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was contacted by their Henco plumbing and offered a free a/c tune up if they could inspect the plumbing fixtures. We agreed on a date which they did not keep. They rescheduled without talking to me to an unavailable day and when I called said that since I cancelled I would not get the tuneup. How can I cancel an appointment I never made? They were rude and totally non responsive to my complaints to customer service and managers by phone, text and emails. I am a senior and clearing the access to crawls space and other access points was difficult and had to do several times for nothing. This is dishonest, misleading, de ceptive and just wrong. This should be stopped. Others have had similar experiences with this scam.It is also false advertising.

  Business response

  07/19/2024

  *****, I see that you were scheduled for the complimentary plumbing safety inspection, and it was rescheduled due to emergencies on that day. I will have one of the managers reach out to you to voice your concerns, and to reschedule that safety inspection. 

  Customer response

  07/19/2024

   
  Complaint: 22010603
  
  I am rejecting this response because:they are totally ignoring the facts and details.this is just one of the endless promises that are not kept. I would never let of their plumbers into my house. They are untrustworthy and dishonest. By the way, after dozens of emails, messages and phone calls this is the first time ay

  ny mention of an emergency. Do not believe it.
  
  Sincerely,
  
  *******************

  Business response

  08/08/2024

  *****, our office attempted to contact you after I was alerted to this complaint, and you did not want to schedule the plumbing inspection. The plumbing department has been notified that you are no longer interested in the complimentary plumbing inspection and will not contact you again. We do apologize again for the inconvenience of the rescheduling. 

  Customer response

  08/08/2024

   
  Complaint: ********
  No one called me or left a voicemail or sent an email to the designated contact data. No manager called to explain their unacceptable and inappropriate behavior. The last caller said that the appointment problems were due to an emergency,yet no ther of the many contacts was aware or even mentioned it. This emergency apparently prevented Sunset from informing me ,and their own managers. It also must have prevented them from informing me about their reschedule to a day when I was not available. And, of course I was denied their free tune up because I cancelled an appointment I didnt make. How disgusting and unprofessional is this., what a bunch of liars. And, as before I do not have the name of the manager who is supposed to have investigated this disgusting lying and rotten customer service.
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Business response

  08/21/2024

  Resolutions,

   

  I am unsure when BBB became Yelp.

   

  This customer was offered a complimentary plumbing inspection.

   

  They were contacted to reschedule since an emergency came up on the original day.

   

  Yes, we prioritize emergency appointments over complimentary inspections when everything is working properly.

   

  They have been offered to reschedule the complimentary visit, but were rude to the supervisor and stating they do not want to work with us.

   

  I feel this is beyond ridiculous behavior, and at this point defamation of our company.

   

  Your assistance in this matter is greatly appreciated,

   

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

  Business response

  08/26/2024

  Resolutions,

   

  We have had our plumbing manager reach out to ************ again attempting to schedule the complimentary plumbing safety inspection.

   

  He does not want to schedule due to the rescheduling of his appointment.

   

  I am unsure where to go from here,

   

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

  Business response

  08/27/2024

  ******,

   

  Its very mix-matched on communication.

   

  Please let me know if you need any additional information thank  you!

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a heat pump in October 2023 that has not functioned properly since it was installed. I am continuing to get the run around regarding the issue. At least three individuals have come to our home to inquire about it. The last person was able to get the ** to finally work but mentioned there was a defective part that is required for the heat pump to switch over to the heating system. Whenever I call the company, I am told, "there is no one to assist me at this time, but someone will call me back." I have been told the same thing at least three times this week. Not to mention the numerous other times I have tried to get help prior. The last physical conversation I had with someone I was told they would be out on Thursday, June 13th to replace the part. No one called nor did anyone show up. I called today to ask to speak to a supervisor to assist me. I was told again that no one was available. I also asked did they have a complaint resolution department. I was told no again. I am fed up with the run around and the lack of customer service. All I want is our heat pump to function properly. I put my trust in Sunset Heating & Cooling for a major purchase and have been betrayed.

  Business response

  06/22/2024

  ******, I am escalating this to our Director of Operations and she will be reaching out to you today via email & phone (Saturday 6/22). On behalf of all of us here at Sunset I would like to apologize. This is unacceptable. 

  Customer response

  06/22/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a heat pump installed in December 2022. During install, they left us without heat for 24 hours despite promising 1-day install. Since install, the heat has gone out several times and they have not found a permanent solution. They also haven't been able to send people out the same day that the heat goes out, which leaves us without heat during cold weather. Our heat went out this morning (5/29/24) at 7:45. We spoke with Sunset at 8:45am and they said someone would arrive between noon and 6:00 today. When nobody arrived by 3:00, we called again and they said that nobody will be here today. We have no idea why they didn't call to let us know. They did not offer us any solution, would not let us speak to a supervisor, and said there was no way to make a complaint. We noted that it will be in the 40s tonight and asked what we should do for heat. The person on the phone said she had no suggestions but someone will "probably" call us tomorrow. At this point, we would like to invoke our warranty to get either a refund or replacement with a functional unit. I asked how we could use the warranty/how many times the unit needs to fail before they'll let us use it and they would not give an answer. We paid thousands of dollars for a warranty for this very reason but they refuse to honor it. This is the 4th time they have left us without heat due to either the unit failing or a faulty install (which they have acknowledged - none of the failures were due to anything we did). I simply want the unit permanently repaired or a refund.Attached is a timeline with all issues and contact attempts.

  Business response

  06/08/2024

  As stated in the complaint from your significant other. Sunset has responded to each request as quickly as possible. As much as we want to, unfortunately we cannot always make same day appointments.  Your warranty through the manufacturer and Sunset have been upheld. You have not been charged for any trip that we have made out there. Please give our office a call if any issues arise after the latest appointment with our technician. 

  Customer response

  06/08/2024

  Complaint: 21776668
  
  I am rejecting this response because:

  Your response does not address our complaints. I'm assuming that you have access to the timeline document I submitted with my initial complaint. If you read it, you will see that our complaints extend well beyond your inability to provide same-day appointments or whether or not you charged us for the many appointments we had to schedule to try to get our heat pump working. I've attached the document here for your reference.

  I'm honestly baffled that you don't apologize at any point in your response. We are taking the * at this point and recognize that you won't compensate us for the failures of your company, the defective equipment, or our time/inconvenience (we both missed MANY hours of work to accommodate your workers coming, including days that they didn't show up), even though that would be the *right* thing to do. At bare minimum, an apology and recognition that you messed up would go a long way. There were many, many issues that were well within your control (installer leaving at noon on the day of install without notifying anyone, installing the wrong equipment, installing equipment incorrectly, not showing up to scheduled appointments without even calling to let us know).

  A quick overview of issues that were absolutely within your control (as in, not the fault of Daikin or us, but solely issues with your company):

  -You do not acknowledge issues during and immediately after install (leaving us without heat when employee went home but didn't notify anyone, incorrectly installing the lines directly to the floorboards, technician not being notified to bring dampening pads when that is literally what the appt was for, using the wrong amp fuse in the outdoor unit).

  -You do not acknowledge that you literally no-call/no-showed two appts (5/2 and 5/29). We only figured out you weren't coming when we called to ask where you were. It's one thing to be unable to have same-day appointments; it's another to schedule an appointment and simply not show up or call to notify us.
  

  -You do not acknowledge that it took multiple visits to figure out (hopefully) the most recent issue - we can't trust that it'll work long-term, but we certainly hope that it does.

  -You do not acknowledge that the heat pump required extra energy to heat the house due to installer error - as soon as the correct fuse was installed, the air warmed up and our bills went down. We spent a full year paying extra on our heating bills because of your error.

  -You do not acknowledge that one of the ducts detached from the air handler because it was not properly taped on.

  Again, this is far beyond "we're mad that you couldn't send someone out immediately." The consideration and customer service we've received from ********************** is unbelievable. ********************* (who was very nice and professional - no issue with him) told me multiple times that "Sunset cares." Your response does not transmit that message. 

  Sincerely,
  
  ***************************************

  Business response

  06/22/2024

  Your concerns have been forwarded to the department managers to provide training for our team. We strive for excellence and fell short of expectations.  An apology in writing on this platform was missed in the original response, and for that I apologize. We also apologize for each of your points and will follow through with training to reduce or eliminate the number of concerns for future clients. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The heat pumps/air handlers as installed by Sunset do not function properly. The installation prevents my existing Emergency Generator from operating as should when the power is out. I have attempted to get Sunset to address the problem, but they do not. Management has not contacted me and subordinates are not empowered to solve the problem. Sunset has been paid in full and yet the system does not work properly. Sunset was notified of the problem months ago and it is still unresolved.

  Business response

  05/27/2024

  ************,
  
  The **** equipment that we were contracted to install works properly as it should.
  
  We did not make any statements that the **** system we installed would be integrated with the generator previously installed by another vendor (see your attached notes from your conversation with ***********************)
  
  Options have been provided to you to modify the existing generator or replace your existing generator for one that can handle the all-electric system you have installed now by our field supervisor.

   

  Thank you, 

  Customer response

  05/31/2024

   
  Complaint: 21758086
  
  

  May 30, 2024
  
  I am rejecting the response from Sunset.  What they have done is not right.

  The basic facts of the situation are simple:
  
  1. My Emergency Generator worked prior to Sunsets installation of my new heat pumps and air handlers.
  2. Sunset staff had full knowledge of the existence of the Emergency Generator and how it connected to my electrical panels prior to their work.
  3. Im not an electrician.  Sunset Is an Electrical Contractor and  obviously has expertise in such matters.
  4. No disclosure was made to me at any time that the Emergency Generator would not work properly because of the work done by Sunset. 
  5. My Emergency Generator does not currently work properly.
  
  Despite these facts, Sunset has said that what is roughly a $10,000 problem is my responsibility.  There is no dispute that Sunsets work caused the problem.  Sunset should take care of it at its expense.
  

  Sincerely,
  
  *****************

  Business response

  06/22/2024

  1. Unfortunately, Sunset has no way to verify if your pre- existing equipment worked properly with you old **** equipment
  2. Sunset was not contracted to assure that preexisting equipment was compatible with the new **** equipment.
  3. Sunsets electrical  department was not contracted to assure compatibility of a preexisting piece of equipment as part of the project
  4. Sunset never made any statements or disclosure that a preexisting piece of equipment would be compatible or work in conjunction with the **** equipment.
  5. Sunset suggests that customers speak with the original installer on issues with preexisting equipment.
  6. Sunset was contracted to install new **** equipment; the equipment was installed properly and works as it should.
  7. Sunset does dispute the fact that the install of the **** equipment caused any issues.
  8. Sunset is more than happy to work with customers in resolving issues that are not in compliance with the contracted statement of work.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My furnace was not functioning and I called Sunset for repair. The technician told me the furnace likely has a broken valve and repair would cost $1000. He then recommended I replace both the furnace and air conditioner (to be sold and installed by Sunset). After he left, I watched a ******* video on furnace maintainance and found that the technician did not perform basic standard service procedures. All it took to repair the furnace was to clean the port on the pressure sensor. It is my judgement that the technician either was so poorly trained that I knew more about service after watching a ******* video, or else he was uninterested in repair and had the solitary goal of collecting commission on the sale of a new furnace. Since service was not rendered, I am seeking a refund. I called Sunset and they said they have a policy of not giving refunds in this situation.Date of visit: 1-24-2024

  Business response

  02/06/2024

  Hi ***,

  A refund of $129 has been processed in your account. I show that they payment is still pending, so if it doesn't go through in the next day or two, please reach out and let us know.

  Best,

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

  Customer response

  02/06/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/27/23, I contacted Sunset Heating and Cooling for an unpleasant smell while the furnace was running and requested it be looked at and have annual maintenance done at the same time. They convinced me to buy the $198.00 Sunset Service plan. On 11/29/23 a technician crawled over the furnace trying to find something wrong. He indicated upon arrival that he knew we were concerned about a bad smell. He found nothing wrong, but spent some time convincing me the furnace could die at any moment. He also made a comment about not having his CO meter with him, which seems like a vital piece of equipment needed for checking a gas furnace? Due to continuing to smell fumes, we called the gas company on 12/04/23. They opened the furnace and immediately found a leak where the gas line connects to a furnace part. I then contacted Sunset Heating and Cooling and requested a refund as they had failed to find and fix a gas leak inside the furnace. The person who took my call immediately agreed to give me a refund, but then said that billing would be calling me about the refund. On 12/18/2023 I called again to follow up on the refund. The service agent took my information and called me back later that day and said she had been instructed to inform me that they did not give refunds for the service agreement and that service performed by them does not include checking for gas leaks. I asked what the maintenance did involve, and she said that they make sure things turn on. When I informed her that the reason for having them out was for a bad smell, I was told that a supervisor would call me back. They never called.The whole visit was a complete farce. They neither found, nor fixed the gas leak, and even though the furnace works fine, spent a fair bit of time trying to get me to buy a new one. If I had believed Sunset Heating and Cooling had performed proper servicing of the unit, there would still be an active gas leak inside the furnace. I would like the $198.00 refunded.

  Business response

  01/05/2024

  *******, 

  I apologize that the visit with ************** was not what you were expecting, and you did not receive a response in a timely manner regarding your refund. A refund in the amount of $198 will be refunded to your account. Please allow up to **** business days for the refund to reflect onto your account. 

  Customer response

  01/09/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a new AC and Furnace with Sunset Heating and Cooling. We paid in full. It was installed in April. We are trying to pass the inspection with Clark County, **********. We need Sunset to file an ************** Permit. They have not filed the permit and are unresponsive when we have tried to call, left messages, and sent text messages with multiple people in the company. We spoke with Clark County on August 4, 2023 and they said their is still no electrical permit on file. Sunset did, however, file a mechanical permit, and the phone number on it is incorrect and the county is unable to reach them. Sunset still needs to file an electrical permit, so we can have our final HVAC inspection.The County said if Sunset has any questions about how to file a permit, they can call the permit center at ************.

  Business response

  01/22/2024

  *******, we apologize for the miscommunication regarding the permit. I am seeing that permits were pulled for your project.  We will have someone from our installation department reach out to you to verify and discuss further. 

*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. ↩