Complaints

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home warranty plan from American Home Shield in August of 2023. I called American Home Shield in May 2024 to file claims for my applicants. I received a call from, SubCooling Services, LLC of *****, ********* to let me know that they would subcontracting for ********************. June 4th I got an email, saying my job with SubCooling Services, LLC has been scheduled. Sometime toward the end of June, someone from SubCooling Services, LLC came to my home to write up an estimate on the work that I needed done on my appliances. From the end June to August 22, 2024, I begged and begged SubCooling Services, LLC and ******************** to bring my parts for my appliances-All I got was one lie after the next. SubCooling Services, LLC even told *** that they offered me free appliances and I turned them down-Like I said, lies after lies. On August 22, 2024 someone from SubCooling Services, LLC came out to fix my applicants. When the guy got here he realized that the first guy that wrote the order down wrong for several of the applicants-My washer needed Shocks, but Springs were ordered. My stove needed both back eye burner replaced, the order was written down wrong-they sent the wrong part for one of the eyes. My freezer needed the heater fixed in the bottom of the freezer-because ice freezes up and water leaks on the floors-The wrong part was sent for my freezer. My laminate floors are being destroyed from the water leaking from the freezer. I reached out to SubCooling Services, LLC a few days after the worker had left, I was told that new parts were ordered and someone would get in-touch with me as soon as the parts come in. I was even told by one of the employees that they were gonna make sure my refrigerator would be replaced because Ive been dealing with so much. Ive called SubCooling Services so many times, they stop answering the phone for me. The only way to get them to answer, is if I block my calls. Im requesting my refund payment for 13 months.

  Business response

  10/08/2024

  Ms. Perry, sorry for any inconvenience with subcooling services. We have emailed the regional manager of American Home Sheild to have all your appliances replaced. It is not acceptable to us or any of our customers, it doesn't matter if they call us directly or a claim through a warranty company. We treat the janitor the same way we would treat the president. We have all your issues resolved and you will be getting all new equipment with better features. American home dropped the ball, so you are definitely entitled to having quick time frames on all repairs. FYI for our retail customer that call us directly and there is no middleman (warranty companies), if parts are not stocked on our van turnaround time for repairs is 24- 72 hr on appliances and 24-48 hr for hvac. On google we have over 800+ review and they are awesome. BBB I can tell you the only claim or responses we get from BBB is negative about issues with a customer from a warranty company, in which we are the middleman. Ms. Perry even said her warranty company AHS, this should be on their reviews for them dropping the ball for their customer not ours. We will be canceling BBB and accept all from Google, next-door, our website or other better services. Ms. Perry once again our company is truly sorry for your experience and hopefully, we can do business in the future without a warranty company being involved.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company came to my home on Aug 21, 2024 about repairing my downstairs AC unit. At such time the technician also looked at my upstairs AC unit. He then dismantled both units and said parts had to be ordered. They scheduled a follow up appt for Aug 29, 2024. They then moved the appointment to today, Aug 30, 2024. The technician contacted me on his way here and said that he only had a work order for my upstairs unit. When I asked him about my downstairs unit that they also dismantled, he hung up on me. I spoke to their office and they are now refusing to repair my Air Conditioners and hung up in my face. The heat indexes have been over 100 degrees. I now am going into Labor Day Weekend without air conditioning and must find another contractor to repair my systems, Thank you for your assistance.

  Business response

  09/16/2024

  Mr. Gala, your warranty company only send us one workorder and it stated Outside unit location: Ground, High Efficiency system: Unknown, Upstairs unit for claim# *********. Tech advised you on 1st visit that you would need to make another workorder for your downstairs system, we never received a new claim to look at your downstairs system. Due to you coming to us through a warranty company, we are to look at the system that's listed in the description detail. When the technician was in route to your home on 8-30-2024, you stated to him in a very rude manner " if you don't have the parts for my d*** downstairs system don't come" and cussed the technician out. He was advised not to go to home due to the rude behavior. We are more than willing to repair your upstairs system but came diagnose your downstair system until a workorder is started, if you want FA to supply your parts and not pay retail price for repairs. Sorry for the inconvenience--

  *** I have included the technician notes and the workorder that's stats upstairs system 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a contractor for American Home Shield. They informed American Home Shield, and I quote, h/o does not have ductwork to this add on addition to his home no duct was ran when room was added tech say room is separate from the house. This is a bald face lie. ******** was added to the room and the room is not separate from my house.

  Business response

  07/08/2024

  We only advised them that a return vent will need to be added to new addition for proper comfort and cooling that area. AHS rep said customer just started there contact and made claim the same day. For that add on we submitted to install a mini split due to no return and existing system doesn't have enough cooling btu's to cool home. Customer could have called to office and talk to management or me the owner before submitting a BBB complaint. 

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 12 subcooling came to checkout the upstairs ac unit for my childrens room . They were chosen by my home warranty company!it was determined a part was needed to be ordered! Every other week I will call to fellow up with my homeowner warranty and subcooling! The woman that answers the phone for the subcooling is very rude no customer service manners! It was not until July ****************************************************************************************************************** to pay the out of pocket fee of over a thousand dollars. I told them the job is not complete and I would not pay until it is. Today is July 29 nothing. My kids go back to school next week! Not having an ac in there room! This company shows no compassion! Not even a phone call to update us! I will never use them once this issue is resolved

  Business response

  08/02/2023

  Sorry about your experience. Subcooling Services is a 3rd party with your warranty company. They don't let us order equipment for their customers. They order all equipment and ************** to **. Our office staff checks on eta but we have no say so if when they will order it. We have reached out to MGT several times and was told the same thing (equipment is being order) and will be shipping to our office. We always give 100% customer satisfaction and hate to be in the middle of equipment ordering when it comes to a warranty company suppling your equipment. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We use home warranty company. We have had issues w/** units ever since it got warm this year (there is 1 upstairs and 1 downstairs). We had a tech come out to look at both units. He said that the evaporator units were leaking in both units and had to be replaced. We put in claim on June 12th. We were assigned to Subcooling. In my claim, I stated that both ** units needed to be repaired as well as the window unit in the bonus room. When Subcooling came out the next week, they ONLY looked at the upstairs HV** unit and the window unit. Had to schedule another service call. It was scheduled for Friday, July 1st. They had the authorization the night before, but still refused to come out that day (despite my complaints to both Subcooling and the home warranty company). The soonest they could come out was Friday, July 8th. By Tuesday, July 5th, the air upstairs had completely gone. It was now an emergency situation. I called daily to the home warranty company. No one came out from Subcooling. On July 8th, the tech was late, but he did show. He put freon in the upstairs unit. This did NOT fix the air. I called the home warranty company, who then called Subcooling. Subcooling called me on Monday, July 11th to ask for clarity on the situation. I was assured that I would receive a phone call the next day with next steps (because the owner of the company had to be consulted). Tuesday came and went. I left a voicemail that went unreturned. Wednesday came and went. I left another voicemail that also went unreturned. It is now Monday, July 18th. The upstairs air is STILL not working. This company refuses to communicate with me, despite my repeated requests as well as repeated requests from the home warranty company. I also believe that the ** unit that was installed was not new. It took us eight days to get them to send us the model number. Unit that was installed is a discontinued model. No user manual was given. We requested that Subcooling send it to us. Have not received it.

  Business response

  07/19/2022

  Sorry for the inconvenience but as you stated your warranty company. We try to get to all claim in a good time frame. Your warranty company wanted to try the repair and add stop leak to your system.  It didn't work and we has gone to submit for replacement until you emailed and texted with some unfriendly words. We take some warranty calls but they do not pay us enough to be talk like that to period.  You disrespected my office staff, technicians and managers. We go the extra mile for all warranty claim. We realize you pay them monthly and they should do what they claim to do. For the window unit we don't order them until a customer needs them. Theres no order company with your warranty company that will work on them, we try to help them out in that area.  We will never send a customer a receipt eith our credit card information on it. As you stated it works fine. Right is right and wrong is wrong---our technicians respect each customer home as if it there grandparents home and our customers will respect  technician /staff

   

  Customer response

  07/19/2022

   
  Complaint: 17586284
  
  I am rejecting this response because:

  You all disrespected me when you repeatedly refused to return my phone calls in a timely manner (if at all). You all disrespected me when you refused to take my home warranty companys calls or return THEIR multiple messages. You all disrespected me when you refused to come out to my house on Friday, July 1st to LOOK AT my downstairs ****. This appointment had already been made for this purpose; you all simply decided to ALSO do the work for the upstairs **** unit and window unit that day. You all disrespected me AND my family members by creating an emergency the week of July 5th when there didnt need to be one. You had the authorization from my home warranty company in your hands; you simply decided not to come out and do the work that day. Not receiving the authorization from my home warranty company until the night before is not my fault, yet your company punished me and my family for it. You all disrespected me when you refused to give me the model number for the **** unit for EIGHT DAYS. You all disrespected me when you neglected to bring the owners manual to the new window unit. You all disrespected me when you neglected to send me the owners manual (after multiple requests). It is now 11 days after install and we still dont have it. You all disrespected me when you refused to send me a receipt for the purchase of the **** unit. How are we supposed to get the warranty for the new unit without a receipt? How will we prove that we own it without the receipt? Respect is earned. You have not earned my respect. And my words were not unkind; they were true. I am sorry to hear that it was a bitter pill for you to swallow, but all of what Ive written here and in my previous correspondence is true. With all of that said, I reject your response.

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

  Business response

  11/01/2022

  **************, we were dispatched by your warranty company. With your warranty claim they wanted to try repair not replacement at that time. They approved the new window ac for another claim and that system is a 410a system. The older/outdated window unit the technician removed from your home was a r22 window unit and we replaced it with a way better brand 410a window unit. Your home existing central system which is r22 --they only wanted to repair it. If the repair didn't work, we wouldn't had no problem going back and forth with your warranty company until they replaced your system. If you read our ****** reviews, you'll see a lot of customers that we had to go back and forth with their warranty company just to get their system replaced. We truly understand you pay the warranty company, and they should do what needs to be done for the long-term fixes and not short-term fixes. Subcooling Services is all about efficiency and 100% customer satisfaction. After talking with the reps at your warranty company about a long-term fix for you--your claim was reassigned to a different company. Feel free to call us anytime without the warranty company, in which you will be in control of what you want done to your system and not have to get short term fixes on your system. Sorry for all the inconvenience

  ***********************/Owner 

  Customer response

  11/01/2022

   
  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

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family was qued to use this company by our homeowners insurance. We live in *******, **. Its is currently 100 degree weather in *******. We began our journey with Subcooling on 05/12/2022. The company came out to our home and informed us of the issue with our services. We was informed *********************** the owner he would immediately submit our paperwork and get the ball rolling to get out part ordered. We contacted the insurance company a couple days later to check the status of the paperwork only to learn it had not been submitted. Once paperwork was submitted my insurance company ordered the part. The part arrived at the warehouse on 06/2/2022. We reached back out to our insurance company to set up a date to get our air repaired and we was given 6/6/2022. I took off work and waited for the contractor. After a few hours we called to check the status and they informed us the part had not been delivered. We contacted the parts **** house again only to be informed the part was there. We contacted subcooling again and received a schedule date of 6/13/2022. Same process I used another PTO day and received the exact same results. No contact by subcooling to inform of of any delay, this is now the 2nd time.At this time my husband decided since the part was the delay he traveled to pick up the part himself yesterday. Today is now 06/17/2022. We contacted Subcooling to inform them we now have the part and need to schedule a date to be serviced the dispatcher became angry and irate and hung the phone ** in my husbands face. My husband contacted the owner to express his grievance of how rude and unprofessional the dispatcher was only to be told the dispatcher was the owners wife. Subcooling after this decided to refuse our job and now we have to wait on another contractor. I have 2 children with Chronic Astma, 1 with nose bleed that clotand have no place to go. Im currently writing this from the emergency room due to being unable to eat, throwing up and feeling light headed.

  Business response

  06/18/2022

  As she stated she has a home warranty company, that dropped the ball not Subcooling Services. Hope you left your home warranty company and the first hvac company that came to your home while you wasn't there and shorted your compressor a bbb review.  Just us black owned company smh. Her home warranty company dropped there ball. First American told us that since your husband picked up part we couldn't install it. Also, he picked it up from **************************,  in which they are supposed to deliver it. Thanks 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My home warranty sent Subcooling Services to my home on October 4 2021 to address an air conditioner problem. ***** and another employee, that appeared to be in training, came early morning. They went upstairs to inspect the unit. ***** is a large man and could not fully access the unit but was able to lean over and check the filter after repositioning himself after his coworker yelled at him to stop when he was near the duct work. After he saw that the air filter was clean, they went to check the outside unit. Just by looking, ***** told me that my unit was dirty and clogged and that was my problem. He said the visit would not be covered by my home warranty company. He offered to clean both the inside and outside unites for a total of $331.94 which would fix my problem. His coworker stayed outside and ***** went inside to work to that unit. After about 15 minutes, **** told me that everything was done and I had a six month guarantee. I paid him by check. On March 17, 2022, I had a whole house inspection on my home to get an idea of any needed repairs. Photos from that inspection showed that my outside air condition unit was not been cleaned and that duct work where ***** tried to pass had been damaged. I texted Subcooling on March 31, 2022 asking them to come check my unit. I called on April 6 when I did not get a response. ***** asked me to send the pictures form the inspection. I sent them on April 7. I sent another text message on April 18 and called them on April 25 and spoke to *****. He told me that my united had been cleaned because he took before and after pictures which he texted to to me. He promised to come by early the next week to give me a complimentary cleaning. I texted again on May 6 because no one showed up. I immediately received two text messages to say first that they were no coming and again to say that I would be charged for the cleaning. I have not had contact with them since.

  Customer response

  05/24/2022

  See Attachment/File: Subcooling.pdf

  Business response

  05/30/2022

  We at Subcooling Services make 100% customers satisfaction. ***** has not the technician that came to your home in 2021. Our technicians take before and after of all services. We sent the pictures to the lady and all she want is something for FREE. Whatever company your warranty company sent out in 2022 just wanted to up sale a cleaning to you. Please get this removed and we will take you to court for slander. I have uploaded your before and after pictures from 2021. All she want is something for FREE. See attachment of before and after cleaning
  See Attachment/File: Screenshot_20220530-185430_Gallery

  Customer response

  05/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response because it is not correct. ***** was the person that came to my home. I am submitting my ring video to show him at my door stating that his name was ***** and a copy of the card you can see him giving to me. That video matches the picture of him on your web site. I am also submitting text messages of ***** being assigned to my case and another text to say that ***** was on his way. While I have not had any unpleasant conversations with *****, the lady that answers the phone is another story. All those phone conversations were picked up on my device. My complaint also never said I had another warranty company. I have lots of other supporting documents to show my air conditioner was not properly cleaned. If needed, I'll share videos of my home inspection with a gage attached to the faucet closest to the outside unit. It shows the the pressure was not strong enough to properly clean the unit. Why take my money when you knew that you could not do the job correctly. The "after" picture you submitted show very little, if any, changes. ***** said I would be able to see through the wall of the unit when he finish cleaning it. That is not the case in that picture. You charged me twice as much as your web advertises. Please, return my money.
  
  See Attachment/File: Card.rtfd

  Business response

  06/06/2022

  As we submitted before and after pictures the customer system has properly cleaned.

*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. ↩