Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of *********************** for over 20 years and the *********************** has been helping get my AC fixed all these years and they paid the bill! I need to complain about them bc my AC broke down on the July 24, 2024 and they tell me my 30- day warranty has expired! Their worker by the name of ***** was here on the 26 of June and he put a new condensation pump and, needless to say, it was not working right! So the next day, June 27th, they send another worker and he had to fix what the other worker did not do right! That being said, it was still making a lot of noise and I told the worker at the ***********************, *****, I do not think you would like to hear this noise if you were eating supper everyday of the week and he said it was normal! Well, I had been dealing w ***** all this time and then one day, his boss, a woman comes in my house and she questions me, if I am a AC repair man, I said no, but I do want to know what they are doing to my ************** outside, I said! And yes, I ask questions bc there is a need to know about these things!I had been working down everything these workers do when they come to my house to fix my AC and yes, I ask questions! I write everything down! Now, all of my parts on my furnace and AC unit outside are under warranty bc I wrote them down for me to know and to not bill the agency again! So I called *********************** and left a message on the 25th that my AC was not working and she went on to say that I had to pay for the visit! I called n texted ***** from the Community Action and told him to please call ***********************, well he finally replied n I texted him over n over n got no reply!! Anyhow, I spoke w ***** at ***************************** if he could come over and waive the fee and she said the bosses said no! That is bc they have been coming to my house for about 20 years! Now, it has been very hot in ST and I have been calling around for help but nothing! I still say, my warranty was still good but they said no!

  Customer response

  08/21/2024

  ****** Scott  Heating  and 

  Air Conditioning 

  Service

   

   

  

  Business response

  08/26/2024

  Thank you for reaching out and sharing your concerns. I understand that you have had a long-standing relationship with ***********************, and we truly value your loyalty over the years.
  As you mentioned, your service and payments are coordinated through the *********************** (NCCAA), which is responsible for covering the costs of repairs and diagnostics. Our agreement with them, and the way we operate, means that any services, including diagnostics, need to be authorized and paid for by NCCAA. Unfortunately, we do not have the ability to waive these fees without their approval.
  
  In regards to your warranty, while we understand your frustration, warranties on parts and labor are bound by specific timeframes, and in this case, it seems the warranty has expired. We recommend that you continue to work with ***** and the team at NCCAA to coordinate any further services or discussions regarding coverage for additional visits.
  We are more than happy to assist with any diagnostics or repairs once the proper arrangements are made through NCCAA, and we appreciate your understanding in this matter

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technicians came out did installation during construction. Once the home was occupied certain rooms were not cooling they came out to access rerouting the cooling as a temporary fix. No one has returned to resolve this issue. ** is extremely loud in the home the ** still is not functioning properly throughout the home , some rooms are extremely cold as others not as much airflow.

  

  Business response

  07/16/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience you have experienced. We are committed to ensuring our customers are satisfied with our services. Below is a summary of the actions we have taken to address the issues with your HVAC system:

  
  Initial Assessment and Air Balance Adjustment:
  Date: June 20, 2023
  Our technician performed an air balance to increase airflow to the affected bedrooms, significantly improving the temperature in these rooms.

  
  Follow-Up Visit:
  Date: July 28, 2023
  We reassessed the situation and noted improvement in the room temperatures. However, you expressed concerns about the noise from the fiberglass dampers. Our technician offered to lower the fan speed, but you declined at that time. Data loggers were installed to monitor the temperatures.

  
  Further Adjustments:
  Date: August 9, 2023
  The data showed consistent temperature regulation. We explained the use of fiberglass dampers for air balancing and reduced the blower speed to address the noise concern.
  

  As a courtesy, beyond what is required by code, we have performed these adjustments at no charge to ensure your comfort.

  We understand that some issues persist, and we propose the following next steps:
  
  We will perform a final air balance, and datalog it at the next availability

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Late November had our AC Unit replaced as suggested by *********************** Air Conditioning Services. Since then we continue to experience malfunctions with the cooling system. Time after time, technicians keep coming out to try to fix the problem but I keep asking to speak to a manager and have my unit replaced or money back. No help has been offered for the electric bill being higher than usual and the inconvenience of sleeping through hot humid nights.

  

  Business response

  05/31/2024

  performed warranty compressor swap and flushed lineset
  
  Recovery refrigerant, flush all system, old compressor removed, flush line set and evaporator, new  compressor installed, old txv removed, new txv installed, pressures test, vacuum, new refrigerant charge.
  System running and cooling 
  Refrigerant pressures are ok 126/292psi
  Subcooling 10 
  Superheat  12
  All electric components ok 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new home in December 2021. Since the purchase I have had issues with the ** cooling in 2 of the bedrooms. *********************** was the original ac company and did the install. Since the purchase they have been to my house a couple times. On the last visit the placed blockers in some vents to slow airflow to certain rooms. Now there is a humming sound. The rooms that have cooling issues still have the issues. I want the issues fixed properly. I am consistantly having to chase these people down. They are always in meetings and only the answering service is who you get.

  

  Business response

  11/27/2023

  This is a New Construction home that was built to specifications provided by the builder. We perform a load calculation per law to size the **** system and ducting. This particular house we had "air balanced" and data-logged at no expense to the customer. Even though we had hit our required *** targets, there were two rooms that were a few degrees different temperature at times versus the thermostat. This is a basic **** system with no zoning. Since then we had increased the duct sizes to two bedrooms, putting the *** above the calculated requirements. There are many factors to a room's cooling and heating load, some which are out of our control. We have not heard back since the change in duct sizing.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called on Sunday 8/6/23 because my ac wasnt working. No tech was available to come on that day so I scheduled an appointment for Tuesday morning.They came 8/8 and tech put dye in the system charge was $266.They came 8/10 tech couldnt find leak no charge.They came 8/12, 1 hr 15 mins late, tech didnt know what he came to my house for, didnt bring uv light to check for leak, used my ladder without asking, then was looking around in bedroom with the light on his phone, then he left but I have 3 screws missing from my ********* scratched my ************ put back fuse outside. No charge.*** tried to contact the manager to file a complaint and resolve issue however manager has not returned my phone call.

  

  Business response

  09/05/2023

  During the initial visit, ************** with the ** light was asked leave due to an unexpected situation at the homeowner's end.
  
  In the subsequent appointment, the technician did not have a ** light available, an oversight on our part. To address this, we have taken steps to ensure that ** lights are now a standard part of our toolkit for all service calls. Reguardless he still was willing to inspect visually to see if he could find the issue.
  
  The technician was diligently investigating the refrigerant lines, including the area behind wall-mounted pictures. This was an important step to ensure a thorough assessment as we need to comfirm if the nails used may have punctured the lines. However, a confrontation arose that halted the inspection process. We regret any inconvenience this may have caused.
  
  Please rest assured that we fully support our warranty commitment, and as a result, you have not been charged for 2.5 hours put into leak searching
  
  I am willing to refund the ****** for the Dye test a check back to the customer.

  Customer response

  09/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am unable to resolve my issue with this company because the company wont respond to attempts to contact them. I dont know what to do since the company will not respond to me or the BBB or any other attempts made to resolve my situation.
  
  Regards,
  
  *******************

  Customer response

  09/05/2023

  Complaint: 20472549
  
  I am rejecting this response because:

  I still have not received any communication from ***********************. I am interested in receiving a refund for services not completed by *********************** however no one from this company has returned my call after multiple attempts to contact them to complete services paid for. I texted them the day the technician came unprepared and was sent a reply text that the information was going to be sent to management and no one has contacted me. I have called multiple times to find out what happens from here because I was without working air conditioning at the time of contacting this company and for 10 days after that. I am interested in receiving a refund for services not completed by this company however I have not received a return call or any communication from them since they sent the technician who was not prepared to complete services paid for. I will need to know how the refund process of this company is handled if receiving a refund is how they plan to handle this situation.
  
  Regards,
  
  *******************

  

  Business response

  09/06/2023

  You will recieve a check in the mail, you can call us at any time. ************

  Customer response

  09/06/2023

  Complaint: 20472549
  
  I am rejecting this response because: I have not received a return phone call from this company. I would like to receive a refund however replying to a complaint filed with the BBB is not a refund. When/if I actually receive a refund or any communication from this company I will accept what they have put in reply to my complaint filled with BBB.
  
  Regards,
  
  *******************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used this company for several years with great results. On 07/23/2023, I called about a problem with our A/C not working. I purchased a maintenance Agreement that says that I will receive Priority Service.In 18 hours, I made 3 phone calls and 1 text message without a response from this company, I know it is a busy time of year and can accept having to wait for a service call to my house. I do not think an 18 hour response time (only after my 4th call) with a phone call is appropriate.

  

  Business response

  08/29/2023

  I would like to personally address the scheduling issues you encountered recently with our services. We deeply apologize for any inconvenience this may have caused and appreciate your patience as we work to rectify the situation.
  We understand the frustration that arose from the miscommunication and discrepancy in scheduling due to the implementation of our new 24-hour answering service. This transition was intended to enhance our availability to our valued customers like you. However, it is evident that there were unforeseen challenges during the initial phase of this implementation, resulting in the difficulties you experienced.
  We take full responsibility for this lapse in communication and scheduling accuracy. Rest assured, we are actively addressing these issues to ensure that such incidents are not repeated in the future. Our team is diligently working to streamline our processes and improve the accuracy of scheduling information.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May of this year, I signed a "Smart 1 Agreement" with *********************** (BS) for $268. According to the agreement, they promise "24-Hour Service" with "No Overtime, Anytime." They also promise "priority response always." When I got home from the store last night around 9:45 pm, the air conditioner was not cooling properly. When I called BS, I got a message saying they were closed. I also received a text message saying, "Hi, we aren't open right now, but we will get back to you as soon as we can." When I called at 8 am, I was advised that no one would be available to check the unit until Saturday (2 days!). When I asked for a refund of my $, I was told that would have to go through the billing department. When I asked to speak to a manager, I was told that none were available.

  

  Business response

  08/29/2023

  We deeply apologize for the inconvenience you faced regarding the recent service issue covered under your Smart 1 Agreement. Your feedback is valuable to us, and we take your concerns very seriously.
  We acknowledge that the delay in responding to your air conditioning issue was not in line with the high standards we uphold. Your experience is being thoroughly reviewed, and we are committed to making improvements to our communication and availability processes, particularly during non-business hours.
  Regarding your request for a refund, we understand your disappointment and would like to offer a full refund of the amount paid for your Smart 1 Agreement, which amounts to $268. Our billing department has been informed, and they will promptly initiate the refund process.
  Please accept our sincere apologies for the inconvenience you have faced. We value your business and appreciate your understanding as we work to rectify this situation. If you have any further questions or concerns, please feel free to contact us directly.

  Customer response

  08/30/2023

  Complaint: 20189762
  
  I am rejecting this response because: They do not have "high standards." They did not come out on the night I had the problem with the air conditioner like they were supposed to under the Smart 1 Agreement. When I called the next morning, I was told that no one would be available to service my unit for two days. When I asked to speak to a manager, I was told no one was available. Though I left my phone number, I'm still waiting to hear from a manager. The idiots did not even bother responding to your repeated requests! It is obvious that they are now submitting their ******** response because they do not want to suffer the consequences of their indifference. As for a refund, when I called the following morning, the lady said she would have to speak with someone in the billing department. That was months ago!  I don't believe a word those lying a******* say!
  
  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. ↩