Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Morning,I purchased a new HVAC unit from ******* The company is obligated to complete the "retrofit" process by scheduling a final inspection of the unit within 180 days of installation. To date, ****** has not done this. I have sent multiple emails, texts, and voicemails and when I do get a response, it's always a promise they will follow through; however, never do. Furthermore, I was told that my HVAC unit is eligible for the energy star program; however, it also now appears that is not true. I have asked ****** to verify this multiple times, but my requests are ignored. So my only conclusion is that ****** engages in deceptive business practices by lying to their customers, and does not follow through with their obligations. Please assist.

  

  Business response

  01/09/2025

  We do apologize for the delayed response to this case. We are undergoing a few internal changes and, unfortunately, sight of this BBB Case was lost in the shuffle.

  We have attempted to call Ms. ******* to review her past experience with our company but have not heard back as of yet but would like to apologize for any miscommunication. It does appear that we have be to her home to since this case was opened and we believe that any issues have been resolved.  Please feel free to rebut if there are any lingering issues that need to be resolved. Thank you so much.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A technician came to diagnose a tankless water heater (3 years old) at a rental house that was producing warm water, not hot. Tenants were alerted that this unit was spewing lethal level of toxic air and made the situation seem dire that a brand new water heater is necessary. Based on the technician's description of how terrible the system was, the owner quickly authorized for a new tank heater to be put in based on the urgency, without realizing that repairs could have been made, or unit could have been reinstalled or recalibrated. **** charged the owner $3722 for a GE water heater that is retailed at $739.99 at ****** The total service plus product came to $4200. In short, the business did NOT offer the option to have the 3 year old unit reinstalled or serviced, instead, sold a unit way beyond market at a 500% markup. To make matters worse, in the communication process prior to paying the invoice, the manager responded with a timeline of how they covered protocol, stopped communication, and **** illegally charged me the full amount on my personal card which they must've had stored on file. It was charged illegally as I am not the owner of the property. I am only helping with communication. I did NOT authorize the payment. I am seeking a $2656.01 REFUND. [$4012 - $739.99(unit) -$616] Basically I will pay retail price for the unit, the labor that's already conducted.

  

  Business response

  03/06/2024

  Management is currently communicating with customer to resolve this concern. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****'s has been out to our house 5+ times for the same issue dating back to September of 2021 when we had them do a full inspection of our unit. That inspection noted that everything looked good, however we were having issues with the **** leaking. We were told we needed to do a better job of clearing out our drain line.Well here we are almost 2 years later and I'm still having the same problems. This time however, it comes with ruined floors, ruined baseboards, ruined sheetrock and MOLD. We paid them to replace the coils since THAT was apparently the problem that they somehow missed the previous few visits. My coils were replaced on Wednesday, 5/24, and we were assured that was the solution. Unfortunately, they were ONCE AGAIN, wrong. We found water AGAIN this morning (5/26) from our ****. I have now paid THOUSANDS of dollars to ****'s to make repairs that haven't solved the problem. I've now had to take out a homeowner's insurance claim to replace my ruined floors, and my toddler, infant, wife and myself have all been living in a mold infested home due to their negligence and incompetence.

  

  Business response

  07/10/2023

  We worked with **************** on his concerns regarding the situation with his HVAC system. After discussing the service history, current needs and proposed resolution an agreement was made with the homeowner. After our last visit on 6/22/23 everything has been in great working order and the original concerns have been ameliorated. Per an email from the customer he has already deleted his ****** review and said he has sent in a request to the BBB to close this complaint. We appreciate **************** giving us the opportunity to address his concerns and use his feedback to continually improve our services. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/27/22 Stans completed a vanity installation at **********************. While completing this installation, the plumber broke a ceramic soap dispenser that was affixed to the wall and original to the home. Stans did not disclose this damage and charged the credit card on file for the full amount of the repair leaving the owner to find the damage to the home. Property manager representing the owner has contacted Stans almost every day via phone and has sent an email requesting a credit for the broken soap dispenser. On September 30 a representative that answered the phone assured the property manager that a credit would be issued and she confirmed with the plumber that this was damaged during their work, however the amount needed to be approved by manager *****. To date, no callback has been received and no credit has been issued. Requesting $300 credit.

  

  Business response

  10/04/2022

  After speaking with our manager and reviewing our records we were in the process of reaching out to the homeowner and left a message to coordinate a supervisor trip to repair or replace the damaged soap dish. We spoke with the homeowner's representative today and agreed in lieu of the replacement of the soap dish we are issuing a refund of $300 to cover this cost. Our processes are being reviewed to ensure any damages are reported immediately to the homeowner and management team. Per our conversation today once this refund is processed the homeowner will remove/close this concern. Customer satisfaction is our first priority and we appreciate communication that allows us to address any concerns regarding our services. 

  Customer response

  10/06/2022

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 28, 2021 our AC needed repair. We called ****** Heating and Air. They sent a technician out to diagnose the problem. I was told it would be 775 dollars to fix. I let the tech know I was not able to afford that and was to be charged $96 dollars for the diagnoses. I gave the tech my debit card and thought he was only going to charge the $96 dollars but instead was charged the 775 dollars. The receipt showed that the part and repair was charged yet a note was entered saying that the customer did not want to repair unit at this time. It also showed that I did not sign and agree to the charges. I called them on the Monday that followed and was told it would take four days to return the money to my account. On Friday the money was not in my account and I called them back to ask for the money to be returned. On Friday they now say money wont be returned till Monday or Tuesday. I have called to try to talk to a manager but have not been able to get one on the phone. My calls have been sent to a voicemail where I have left a voicemail explaining my situation and that I needed that money to fix my AC. I have had to stay with my sister's home, had to take a loan out from my mother to fix the *** and I am now over on my bank account because I cannot afford the things I need for the month. This ****** Heating and Air needs to pay me back the 679 dollars plus some return for my being inconvenienced due to thier mistake.

  

  Business response

  08/11/2022

  Hi *******, 
  
  We are very sorry for the inconvenience. Your refund has already processed on our end, but it is up to your merchant as to how quickly the money will show up in your account. Without knowing your specific bank or situation, it is hard for us to determine exactly when the money will be available in your account again. Please feel free to reach out to our **************** Manager at ************ if you have any further questions.  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stans Heating and Ac installed a Carrier airconditioning unit four years ago 9/12/2017 at a house we own at *****************************************************************. This unit came with a 10 year warranty on parts. On June 14th, 2022 there was a problem with the unit. I called Stans and they came out on June 15th, 2022. Although, we do have a 10 year warranty, I was charged ****** for the part. I called customer service at ********************** and spoke to a ******** who admitted yes, I do have a 10 year warranty but was not going to credit me with the charge for the part. She did not make sense in that she told me they were providing support, etc. Which of course made no sense. On Stans Heating and Air website, it says that ****** will search for your warranty, so that you do not get charged for warranty repairs. Apparantly, neither the technician checks to see if the customer has a warranty and customer service doesn't either.

  

  Business response

  07/23/2022

  On 6/15/2022 we were scheduled to diagnose an HVAC system.  Our technician notified the customer of his findings, the condenser fan motor failed. It was drawing too many amps because the motor windings failed.He verified the part was covered under the manufacturers part warranty and discussed with the customer the labor charges for installing the part.
  
  At the time of their conversation, he advised the labor cost for replacing this part was $576.21. The customer questioned the price thinking he was charging her for the cost of the part. To which he advised the cost of the motor if it was not in warranty would have been roughly over $1,000. She advised the technician to proceed with the repair agreeing to the price he quoted.
  
  After the repair was completed the customer contacted our customer service department. They reviewed the work completed and verified the part was in warranty and the price she was charged was correct, the $576.21 was only for the labor to install the warranty condenser fan motor. After expressing displeasure at the cost, Stans issued an $80 refund as a courtesy to help alleviate her concerns.  When she accepted this refund and expressed gratitude for our consideration, we closed this matter.
  
  Customer satisfaction is very important to Stans and would be happy to discuss her concerns 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. ↩