Complaints

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I CALLED ABACUS B/C I NEEDED MY BACK ROOMS TO COOL BETTER. MY DISABLED ELDERLY MOTHER LIVES WITH ****** NEED HER TO BE COOL IN THIS TEXAS HEAT. ***********************, THE *****MAN, SAID YOU WILL BE '100% SATIFISED' & WHAT I RECOMMEND WILL "FIX YOUR ISSUE" & THIS IS ALL "SIMPLE MATH." WE WERE SOLD SOME NEW DUCTS, BIGGER PLENUMS, BIGGER RETURN AND 2 NEW SOLAR FANS, TO WHICH ONLY 1 WAS INSTALLED ON 5/27/24. WE WERE CHARGED FOR 2. THE A/C INSTALLERS CAME TO THE HOUSE ON 5/25/24. WHEN THEY WERE FINISHED, THEY LEFT MY ATTIC A *********** MADE MY A/C NOT DO WHAT IT WAS PROMISED IT WOULD DO, COOL THE BACK ROOMS. MY MOMS ROOM DID NOT COOL & MY ROOM GOT SUPER COLD ON 76 DEGRESS. PLUS, ANOTHER ROOM WAS NOT COOLING TOO. THEY SENT A WARRANTY TECH GUY BY THE NAME OF **** WHO DID SOME READINGS, UNLIKE WHAT THE ***** GUY DID. **** TOLD ME THERE IS A PISTON REFIGERANT PROBLEM. **** HAD THE AUDACITY TO TRY AND CHARGE ME FOR THAT. CUSTOMER RELATIONS PROMISED THAT ******************* THE HVAC MANAGER WOULD CALL ME & COME TO MY HOUSE TO FIND OUT WHAT IS GOING ON WITH MY UNIT. HOWEVER, THEY SENT OUT A REGULAR TECH NAMED *********. SHE CAME TO THE SAME CONCLUSIONS AS **** SAYING IT IS A PISTON PROBLEM. ******************* IS THE ONE WHO SENT *********. THEN THE SAME INSTALLERS CAME BACK TO FIX THE PISTON PROBEM ON 6/7/24 AFTER I HAD TO KEEP COMPLAINING TO CUSTOMER RELATIONS THAT MY A/C IS NOT WORKING LIKE IT WAS BEFORE ABACUS APPEARED. THE INSTALLERS DID NOT FIX THE PISTON PROBLEM. IN FACT, AFTER THEY WERE DONE, THEY TOLD ME THE READINGS ARE THE SAME AND THEY DO NOT KNOW WHY. THEY ACTUALLY MADE MY A/C UNIT EVEN WORSE. THE RETURN IS NOW MAKING A NOISE AND THE LINE OUTSIDE IS FROZEN. MY UNIT HAS NEVER HAD THOSE ISSUES EVER. IT ONLY 5 YEARS OLD. WE PAID JUST UNDER $7,000. WE WERE PROMISED MY A/C WOULD BE COOLING ALL ROOMS. THE DISPUTE IS ABACUS BROKE MY A/C. THEY TIRED TO SOLVE THE PROBLEM BUT MADE IT EXTREMELY WORSE. INVOICE #*******. THEY ADVERSTIVE 100% SATIFACTION OR FIX IT FOR FREE. NO ONE HAS SINCE FIXED IT.

  

  Business response

  08/29/2024

  Thank you for bringing your concerns to our attention, and we acknowledge the frustration and inconvenience youve experienced. We understand the importance of having a properly functioning A/C unit, especially given the Texas heat and the comfort of your elderly mother. Heres what happened from our end: When you initially contacted us about the cooling issues in your back rooms, we sent a Comfort Advisor to assess the situation. Based on his evaluation, he recommended duct modifications, which we proceeded with as per your request.The Comfort Advisor does not carry tools and does not perform mechanical work,so no adjustments were made to the actual A/C system during this visit.
  After the installation, we understand that you noticed further issues with the cooling performance. Upon learning this, we sent out a technician who identified a potential problem with the refrigerant system. We attempted to resolve the issue by replacing the *** valve at no additional charge. Unfortunately, this did not fully resolve the cooling issues, which understandably led to further frustration.When you continued to experience problems, we offered a full refund as part of our commitment to 100% satisfaction. After a conversation with your partner, who expressed a desire to continue working toward a resolution, we agreed to proceed with further repairs, including replacing the coil, which was done at no additional cost to you. This adjustment appeared to resolve the issue, with the system returning to normal pressure readings. However, we later received a request for a refund,which we promptly processed, amounting to $5,318. We understand the frustration this situation has caused.
  

  If you have any further concerns or would like to discuss this matter further, please feel free to reach out. We remain committed to ensuring that you are satisfied with the resolution of this issue.

  Customer response

  08/29/2024

  Complaint: 21822884
  
  I am rejecting this response because, in the first part of the response to me is a lie. ***** is a sales tech man not a comfort advisor.

  Abacus is still trying to save face. 
  

  Please tell me who in their right mind would allow Abacus to walk away from their home after Abacus breaking your a/c twice and saying we will just refund you?? So just leave us in the heat for approximately two week like yall did?? Im sure yall have done this to numerous customers but I was not raised to be taken advantage of.
  

  The incompetence and lies and no accountability from Abacus is astounding. I have emails from the beginning, videos, pictures and tangible evidence to proof the lack of accountability and unprofessional tactics of Abacus. The roof tech couldnt even read an invoice to install 2 solar fans. To which I got a call from Abacus saying they would refund the entire amount. However I have yet to see that check.

  Another fact during the approximate 2 weeks we were left in the heat, we were offered a hotel say but when we asked how we would go about it, all we heard were crickets. No one got back to us about that. Abacus ghosted us on the hotel stay. I have small grandkids and an elderly mom in the house.

  I cannot attach the pictures on how the first techs left my attic and what my a/c did after having Abacus come in our lives. It says the pix are to big. But I do have them. A true nightmare for approximately 2 weeks. 
  

  I do have way more evidence. 

  
  Regards,
  

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

  

  Business response

  08/30/2024

  Thank you for your continued communication.  We deeply regret that our previous response did not fully address your concerns, and we want to clarify our commitment to resolving this issue in a manner that meets your expectations.
  First, we acknowledge any confusion regarding the roles of our team members. We understand that the distinction between a sales tech and a comfort advisor is important, and we regret any miscommunication on our part.
  We also acknowledge the frustration you felt being left in the heat for an extended period, especially with your elderly mother and young grandchildren in the home.
  To make this right, we will be issuing the remainder of your payment, $1,595, which was initially intended to cover the one solar fan you agreed to pay for. This will result in a full refund to ensure that you are not left with any financial burden from this unfortunate experience. We understand that you have additional evidence, and we are open to reviewing any further details Thank you for your patience, and again, we deeply regret the negative experience youve had with us.

  Customer response

  09/04/2024

  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.
  

  HOWEVER ABACUS NEVER FIXED OUR ORIGINAL PROBLEM SO WE ARE BACK AT ZERO. WE DO NOT TRUST ABACUS WORKMANSHIP AT ALL. WE GOT A FULL REFUND WHICH ENDED OUR 3 MONTH NIGHTMARE. IT SHOULD NOT HAVE HAD TO COME TO THIS.

  
  Regards, 
  

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a permit violation from the ****************** that informed me that I would be receiving a citation for an expired permit addressed to "Dear New Abacus". I was never informed that they applied for a permit. Abacus finished the water main line replacement in February after assuring me that it was inspected which it clearly was not. It took them months to cover up the water line and they left my yard dug up because it was waiting on this inspection. I didn't have to replace the water main since I just had a leak, but I trusted them and I wanted to be proactive to prevent any further leaks. I paid ********* for this optional work which was very high but I was willing to because I trusted this company would do a good job. I have repeatedly called after getting this letter and have never received a call back.

  

  Business response

  01/22/2024

  Thank you for bringing this issue to our attention. Your files were forwarded to our plumbing manager to review for a resolution to your request. 

  Customer response

  02/01/2024

  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.  Abacus was responsive and got the city to inspect and approve.
  
  Regards,
  
  Zain Nemazie

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was overcharged. Please see second attached document for more detailed statement of what happened.

  

  Business response

  01/02/2024

  Thank you, ****************, for submitting your complaint regarding a price adjustment. Your request is being reviewed by upper management for a resolution as soon as possible. Thank you for your patience. 

  Customer response

  01/03/2024

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Engaged with Abacus in June of ********************************************** our home. Contract was $99 per year and enabled two tune *** for air and heat. Somewhat forgot about the contract until July of this year, when I noticed a $99 charge on credit card from June. Looked back over transactions and found a similar charge of $99 last June as well. Basically, I had been paying for a service that I was not receiving from Abacus. Called them on July 13th to straighten things out and was told the matter would need to be handled by the scheduling team and was assured a call back the following week. The callback did not happen. Called again on July 24th and spoke with ******, and said that I needed to cancel our contract and was looking for the previously paid monies to be refunded, since this basically constituted fraud, as money was being taken for services not provided. Was assured a refund would be processed on the 24th. I also requested an emailed confirmation that the contract was terminated and no other attempts would be made to charge the card. Email did not arrive and neither did the refund. Called again on August 1st, and spoke with *******. Expressed dismay and frustration. ******* noted that colleague she needed to work with was out of office, but would fix it on the 2nd. Received email from ******************************* in customer relations on August 2nd, confirming contract was cancelled, and that refund would be available in 3-5 business days. It's now August 8th, and there is still no refund. I am done with calling and being given the runaround. I would like a formal complaint lodged for their fraudulent behavior. I am only seeking what I was promised, which is $198 for two years worth of service contract payments where payments were taken, but nobody ever did any work at my home.

  

  Business response

  08/09/2023

  We truly apologize that you have not received your refund. I just checked your account. The refund for $198.00 has been submitted from our *************************** on 8/8/23. Please allow 3-5 business days from yesterday to show on your account.

  Customer response

  08/11/2023

  Better Business Bureau:
  
  While I am not happy in the way that this was handled, the manner has been resolved. The business sent an email on August 2nd, confirming the refund had been processed and that I should receive funds in 3-5 days. The latest response from the business confirms the refund was process on the day I reported them to the BBB, i.e. August 8th , nearly a week later, confirming the original August 2nd email was yet another lie from this business. As a customer I should not have been lied to about the refund, and I should not have had to escalate to the BBB to get this addressed. That being said, the refund has now been received, in reference to complaint ID ********, and I am OK for this case to be closed out. I would like this additional feedback to be shared with Abacus.
  
  Regards,
  
  *********************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had been using Abacus since last year, in that time we had to get a brand new system, and have had them come out twice for bi annual inspections on their "bam" membership. Upon purchsing this new system a complimentary year of the "Bam" membership was included. This company completely disappeared after installing the system. They charged our card months later for a year of the "Bam" membership. To date they have either been completely unresponsive to showing up or reschedule at the last second weeks out. I requested a refund last month with their "refund" department and they have yet to reimburse us for services they promise, and that they have never fufilled. This companys service and ability to give you the run around after making a large purchase with them is extremely concerning and unethical especially when they make promises they did not keep.

  

  Business response

  08/02/2023

  I just checked out records and it is showing that we refunded **** $99.00 back to the customer on 7/8/23

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I met with two Contractors, first, STRAND PLUMING AND HVAC. I got a quote from them. And then for a second quote, I contacted ********** for an HVAC replacement Quote. The referred me to Abacus Pluming HVAC. I met with ******************, their salesman at my home, in July of 2022 to get a quote for a new HVAC system. I ordered a ****** 2 ton two stage HVAC system for $13524.00 15 year parts and labor warranty and 10 year financing with service finance and an install date of Friday July 15. I was staying i a hotel due to the 100 degree temps and arrived here on time to meet the crew for the install. Nobody showed up. I contacted the salesperson and he was unaware and told me he would find out what had happened. Well, I have to ask again via text because the salesman had not responded.He then replied and told me that the Air Handler was backordered. So he told me that they found an air handler in stock in ****** and that they would send a driver up there to pick it up for install the following day.I again spent the night in a hotel and met them at my home for the second attempt to install. They showed with the wrong brand of equipment that the salesman decided to deliver instead of what I ordered. I was exhausted by and needed HVAC right away. I contacted their manager ********************* and told him of the problem. He was unaware the salesman had switched the equipment to a Brand by *******. I told *** that he should install the wrong equipment to get my home back online and order the correct equipment and switch it out when he has it. He agreed. The nightmare continued. Their were a total of three equipment installs here over an extended period and I was assured each time that this time was correct. I should have fired them the day they showed up with the wrong equipment. By that time, I had been without ac for days and was exhausted with work, hotels, etc. I usually make good decisions but this one tripped me up pretty bad.The City came out twice to inspect and failed the installation twice.So, the company made the corrections to finally get the city to approve the rebate in the last couple weeks.However, I still do not have the equipment that I ordered.From what I understand, they have installed a heat pump which I did not order nor do I want. They also have installed from what I understand is a 2.5 ton unit, which I did not order nor do I want. It is too much equipment for my small 916 sf home. This may cause a financial increase in operation for this higher performance unit which I believe is designed for a larger home **** sf.I would like that I get a full refund and let me hire another company to put in the equipment that I wanted and ordered due to multiple failures by Abacus. I will need a professional third party assessment of the situation.I have reached out multiple times to the finance company for support so we do have a record of that. They have helped to a point but are unable to reverse the loan. Please advise. Thank you.***********************

  

  Business response

  01/12/2023

  At the present time, the information received is under review with our management team.  

  Customer response

  01/18/2023

  Complaint: 18670902
  
  I am rejecting this response because:
  

  Hi,

    In response to the complaint, Abacus simply did not explain or address the issues that I outlined in my complaint but uploaded the invoice which I already have. I did receive a phone message from them but I believe we should communicate through the BBB now. Many attempts to communicate with Abacus failed. 

    This is my question at this point. 

  The invoice that they provided is falsely dated July 16 2022. This equipment was installed in Nov or Dec 2022 after three prior failed installations that began in July 2022.

  Is it more expensive to operate the 2.5 ton air handler and heat pump they installed in my home versus what I ordered a 2 ton air handler and two stage outdoor unit?

    My home is 916 sf. I had a 2 ton air handler but now have a 2.5 ton air handler and a heat pump. Neither of which were on my original order. If the 2.5 ton air handler and heat pump are not more expensive to operate, then I believe we can reconcile. 

    I will contact the ************** for an energy audit and address the question to them. I have talked to the Manufacturer ****** and their customer service **** indicated that yes the 2.5 ton handler could potentially cost me more to operate than the 2 ton handler that I had.

   

  Thank you!

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

  

  Business response

  01/25/2023

  The system installed at your property is the correctly sized system and rated correctly on efficiency with an **** SEER Rating sheet to show that is correct efficiency and qualifies for all ************** rebates. Because of this rating the city recognizes that it falls into their tier rating on efficiency and the **** which is a recognized by all companies and organizations for proper matchups to guarantee efficiency of these systems. The 2.5 indoor Air handler is the match up and is a variable speed system that has a speed setting to properly set the speed to match the outdoor system which is a 2 ton 2 stage Heat pump system. With this match up and all settings set the system runs at its maximum efficiency that is rated on the ****.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid ABACUS Plumbing $77,000 to tunnel under my house and replace all cast iron pipes and fittings. The job started September 5, 2022 and they finished everything but to back fill the dirt that they tunneled under house. I had to call and make sure the ************** Inspection was scheduled and had to push for that to be done and that was completed and has been 2 weeks and job is still not complete as of Oct. 21, 2022 and I have called and complained and lied to about being scheduled to come and complete the job. I called and was told I was scheduled for this Friday, Oct. 21, 2022 to have the back fill of dirt done and I even called Thursday to confirm that I was scheduled and told yes. NO SHOW. It is getting cold and rain and animals are a problem they need to complete the job I paid for.

  

  Business response

  10/24/2022

  *****,
  
  Sorry to hear about your experience with us here at Abacus.  We really do try hard to take care of our customers and make it a great experience dealing with Abacus.  Unfortunately, these dig jobs are more complicated and require us to use other sub-contractors who are more equipped with being able to tunnel under homes.  We realize that this job has been going on for some time and normally they do not take this long. We will definitely analyze our processes and work on making this more of a turn key experience for our customers.  In the meantime our Plumbing Manger will reach out to you and see how we can make this right with you. 

  Customer response

  10/25/2022

  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,
  
  ***********************

  Customer response

  10/31/2022

  This issue has not been resolved and I am not sure there is anything else you can do, since I accepted their response earlier. After receiving calls and responses from ABACUS since Better Business got involved with my complaint, the job is still not complete.  They sent 5 Non ************************ that we could not communicate with, and no person in charge (I have no issues with ******************** as long as there is someone to communicate with in charge) to fill the tunnels they dug under the house for plumbing issues..  They left huge mounds of dirt behind making me think this job was not completed properly and the foundation to the house will be compromised. In their own words ( these jobs are more complicated). Thank you for any help you can provide

  

  Business response

  11/04/2022

  This is coming from our manager ***: , I have reached out to ***** to go over the issues again. When I spoke with ************ was able to get her to understand that it is not possible for all of the dirt to go back under her home. She then was concerned that they didnt even try to back fill the tunnel correctly. I offered to have the dig crew excavate the tunnel again and get better documentation of the back fill. We had a meeting with the owner of the dig crew last month. They agreed to take photos of the backfill process since we have had this issue once before.  They did not do it on this job and that is why I offered to excavate the tunnel again. 

  Customer response

  11/04/2022

  Complaint: 18297348
  
  I am rejecting this response because: *** asked me if they should go back and do again, I responded to ***, you are the professionals so you need to do what you think is right.  I told him I was disgusted with the way this job was handled and I was the one who had to keep calling for them to even come out and put fill dirt back.  I am very worried this job was not done right and may have foundation problems down the road because of it and they will not be held responsible for it.  They were the company in charge of this job and should have had someone from ABACUS on job site to make sure job done correctly from beginning to the end.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had contacted Abacus **************************** Conditioning out to give me an evaluation of a cooling problem I was having with our air conditioning unit. Upon making the phone call, I was told that there would not be a charge for their service technician to come out and give me a diagnosis identifying the possible issue. Yesterday, July 6th, 2022 a service technician arrived and explained after a very brief cursory check that our ac units coil had a leak and needed replacing. He explained that the unit was less than 10 years old and might still be possibly under warranty and discussed the charge for the installation if the part was available to be obtained under warranty. We found the warranty paperwork and it discovered we still have six months left on the warranty. I explained the cost was something I needed to discuss with my wife and sister in law since this is their parents house.After he spent an exorbitant amount of time on hold with the manufacturer of the unit trying to verify warranty coverage I suppose he decided he was done. He explained he would be emailing me the summary of the work needed. I asked him of i needed to sign anything or if I owed him anything. At that moment he said "Oh yeah" as if an afterthought and came back with a Ipad tablet then asked me if I would be paying by check or credit card.I asked what he was intending to **** me for and expressed that I was told that I would be provided with a diagnosis and estimate of repairs at no charge. He then told me that if they had to pull out tools that they charged for their diagnosis. And proceeded to scroll past all the diagnosis authorizations on his tablet to where I could only read the portion requiring my signature. Rather than argue with him I reluctantly gave him my credit card and signed the electronic tablet. After receiving my invoice I see that that should have been presented to me beforehand so that I could have been informed of their charges. This is very unethical.

  

  Business response

  07/18/2022

  We have reviewed the customers complaint and have issued ****************** a full refund and are committed to work with our service techs to ensure we are not misleading our customers.  

  Customer response

  07/25/2022

  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.  The refund was finally returned to my credit card used.
  
  Regards,
  
  *******************

*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. ↩