Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We started the process in 11/23 to get a new HVAC system installed and our old one removed. We were promised a new HVAC system that would be more efficient than our last system even though we were upgrading to a larger unit and that the work would be completed in one day. 11/27-12-1 were the dates our installation. It took longer than they promised and we have had issues with our system since it was installed. We have had technicians out on 12/20, 1/3-1/4, 2/9, 5/7-5/8, & 7/11, and 7/23. Each time a technician has come out they find something else wrong with the system. Our new unit has been struggling to keep our upstairs temperature in both the winter and summer. We recently had our thermostat set to 72 and by 4pm it was 80 degrees upstairs. Both the install and service manager are aware of these issues and know the duct work has to be replaced because it cannot facilitate the proper air flow with the larger system causing the machine not to go into step 2 of the two step system. This is what we were told by the lead technician Ricky that came out on 7/23. The service manager EJ, was supposed to come out and take a look but was in a car accident and then he was unwell the next day. We spoke to him on Monday 7/29 after he took a look at Ricky's findings and he said to expect a phone call the next day to schedule the duct work repairs. He has yet to call us back. Ej noted on the phone that there were multiple issues with the original install. Our power bills have increased from November. It has increased a total of $600 over the past 9 months and I expect a large bill this month as well because the last technician turned up the airflow but the unit is struggling to maintain the temperature upstairs. We would like the duct work to be repaired properly so that the unit is able to work correctly. Duct work is covered in our contract. There has also been condensation on two of the tubes because they cut too big of a whole in our sheet rock between the attic and unit.

  Customer response

  08/14/2024

  Hi ,

  Update 8/14/24

  We were supposed to get price difference from Ryane on Monday. Reached out to him on Tuesday stating we would like the 3.5 ton machine for what we were originally quoted by Mike back in November. Ryane wrote back to me today and said they would refund us a total of $359 for the difference in price in equipment going from the 4 ton to the 3.5 ton equipment. We were originally quoted a couple of thousand dollars in price difference between the two units and would like the difference from the original two quotes since we are getting the smaller equipment. We feel as though it’s best to push the install date out(supposed to be 8/15/24) since we cannot come to an agreement on the money at this time. We also did receive a refund check which we haven’t opened yet for the electric bill increase over the past 9 months. It should be about $610 total for the difference from the year prior. They say 100% satisfaction guaranteed and we are definitely not getting that. Ryane came out on Thursday 8/8 and inspected the unit and said he would discuss the changes he was considering with his team and that he would get back to us between 8:30am and 9:00 am on Friday. He reached out at 1:30pm stating “ Hey Matt, this is Ryane S****** at Preferred Home Services. I will be giving you a call here shortly. I got together with the team this morning and then I got caught up with a couple meetings. We have some resolutions that I would like to go over with you so once I get on the road here shortly, I’ll be giving you a call.” we didn’t hear from him until that evening at 6:40pm. When we spoke Friday he had proposed to replace the 4ton unit with a 3.5ton unit. We then asked about the difference in quotes from that and said we don't feel like we should be paying essentially for their mistake of putting in a bigger unit we didn't need and wanted the difference refunded back to us. 

  Customer response

  09/13/2024

  The consumer stated this complaint has been resolved.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We spend $13,408 on a new HVAC unit and to improve the system airflow into our master bedroom and bathroom. Preferred suggested a HVAC system, as well as increasing the return duct size and adding a new duct line to the bedroom/bathroom. We brought up that we though the ducts might need repair or replacement but the sales agent stated that our ducts look like they have been replaced and the proposed modifications would give much better airflow. We paid the first half on Jun 3 2023. Work was done on 6/9 and 6/10. On 6/10 the installation team called and said that there was no point in installing the additional duct line, they would email a description of the reasoning, and we should talk to the sales agent about what to do next. However, they couldn't leave our house until they were paid the second half. Not wanting to hold them hostage in our house while we were gone due to policy, we agreed, yet, the agreed upon work was not completed. Over the next week the sales agent gives us minimal contact. He ignores messages and calls. He texted on 6/13 that he would contact us in the next two days and never did. Upon calling him on 6/15 he says he doesnt have any information and would reach back out that afternoon, but never does.

  

  Business response

  07/19/2023

  We have since been back out for this customer and increased the size of this job to solve the issues. We have been paid in full and customer has told us they are happy.

  Customer response

  07/22/2023

  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

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Preferred Home Services came out to look at an issue with our air conditioning. They gave an estimate for repair, but performed no Services. My husband wrote a check (which the technician scanned) and returned the check to my husband. My husband decided to wait and get another estimate from a company that is an authorized dealer for our equipment, and told the technician he wanted to cancel service. This was on 3/10/23. We have repeatedly called Preferred Home Services to refund the money ($3610.20) but each time they tell us "Accounting is gone for the day" or that they have contacted accounting, but nothing has happened in 5 business days. No one from accounting or management has contacted us. We want our money back as soon as possible, since the services were not ordered or rendered.

  

  Business response

  03/20/2023

  I contacted our Accounting Dept. in Charleston on 3/20/2023 and they verified that a refund check was mailed on 3/17/2023. In the case where a check is written we have to wait for that check to clear the bank before we issue refund. Me and my accounting team have left voice mail with Jennifer to let her know a refund was on the way. Also left her my personal cell phone so she could call with any questions she might have.

  Customer response

  03/23/2023

  
  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. 

  However, they did not contact me, they contacted my husband, ***** ********, which is fine.  When the Controller called on Monday, 3/20, she stated that the check was mailed out on 3/17 and that he should receive it "today or tomorrow."  The check was postmarked in Charleston on 3/20 and the check arrived on 3/22. 
  
  Regards,
  
  ******** ******** 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/18/22 my 81 year old fathers gas water heater broke. He contacted Preferred Home Services and they came out and installed a 50 gallon natural gas water heater. They charged him a total of 4,173.00 dollars. The same company then came back on 2/25/2022 and charged him 1,221.90 to change a faucet and strainer. My father has been attempting to get this company to send the appropriate invoices to ***** **** services to he his reimbursements. These people have blatantly taken advantage of my dad. We have called several times but they will not answer.

  

  Business response

  11/10/2022

  We will Absolutely be reaching out to this customer to solve his issues. We have a 24hr/365 day call center so we take phone calls 24/7. We have not gotten a call in this office or been notified from our home office that a customer was reaching out.. We did much more than a water heater for $4k and his invoice will show everything that was done and how much it cost. We have a standard price guide so all of our customers pay the same price regardless of how old they are. We will be reaching out to this customer today as we wamt all of our customers to be 100% happy

  Thank You

  Shawn C****

  Operations Manager GVL

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our AC was making a loud screeching noise. We called Preferred for same day service. The technician arrived in a timely manner. The tech diagnosed the issue to be a failing motor at a cost of $800 While replacing the motor he recommended switching out some older wiring to the panel at an estimated cost of $80. After the wire install, he said the wiring wasn’t compatible with the contact panel and it would also need to be replaced at a cost of approximately $500 Because of time constraints, I ok’d the order The tech spent nearly 4 hours installing the components. Once completed, the same loud screeching sound persisted. He then suggested it was the fan, which would have to be ordered and wouldn’t arrive until the following week He also suggested the AC would be operational with the loud noise until the part arrived At this point, I reached out to his supervisor. While professional in his demeanor, he spoke in a subtle condescending tone and less than accommodating The end result, the tech re-install the old motor and while re-wiring the unit, it blew out the fuses in the control panel in the attic At this point another technician was sent to replace this board After nearly 9 hours, and 2 technicians, the job is still not complete. It appears the technicians are young, and somewhat inexperienced. Both techs would often call a supervisor for instructions While the sales agents and front office were very professional, the actual service was extremely poor

  

  Business response

  07/22/2022

  This is us spending lots of time and going the extra mile to help a customer to get his A/C up and working. Not our fault parts were not available. Not our fault that his system was broken. Either way, PHS returned all of his money and apologized for his situation. 

*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. ↩